Carol Santalucia, President, of Santalucia Group, LLC is a seasoned healthcare leader with a passion and commitment to enhancing the patient experience. After 28 years in various service excellence and leadership roles at Cleveland Clinic, Carol began her own healthcare consulting practice, Santalucia Group, LLC. While at the Cleveland Clinic, Carol played a pivotal role in:
She and her team offer well-rounded, customized services that enhance and sustain an exceptional experience for patients, families, visitors and employees by creating a culture of empathy, training every level of the organization to leave a lasting impression, developing and implementing robust service recovery programs, and more. They work with healthcare leaders to reignite passion in healthcare by connecting employees to the purpose of their work.
Carol also serves as a part-time faculty member at Cleveland State University where she teaches in the Patient Advocacy Certificate Program, and is a member of the patient experience speakers bureau at The Beryl Institute. Carol presents nation-wide regularly on various topics, including service recovery, patient navigation, patient satisfaction, patient experience, customer service, accountability, patient advocacy and more.
Carol is the Founder and President of the Carmella Rose Health Foundation (www.carmellarose.org), a nonprofit organization that aims to positively impact lives by providing resources to help them access quality healthcare and navigate through the healthcare system in Northeast Ohio.
Carol received an MBA in Healthcare Administration from Cleveland State University and a BS in Psychology from Denison University. She is a past-president of the Society for Healthcare Consumer Advocacy’s Board of Directors and the Ohio Society for Healthcare Consumer Advocacy. She is also a Board Member of the American College of Healthcare Executives of Northern Ohio and sits on the Executive Board of The Beryl Institute.
Contact Carol directly at Carol@SantaluciaGroup.net.
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Igniting passion and purpose to improve the healthcare experience.