Welcome to Canada’s first and longest-running event dedicated to improving Patient Experience.
Do more with less, face change with confidence, and continue to be a champion of the patient voice. Join Canada’s leaders in patient-centred care for two days of visionary thinking:
Don’t miss out! Register today.
Mike Nader is the Executive Vice-President and Chief Operating Officer at the University Health Network. He has operational responsibility for clinical operations at the Toronto General and Toronto Western Hospitals, Princess Margaret Cancer Centre, and the Toronto Rehabilitation Institute. He also oversees the patient experience and health professions portfolio, the Joint Department of Medical Imaging, the Laboratory Medicine Program, Pharmacy, and UHNs Lean Process Improvement.
With 25 years of experience, prior to his current role at UHN, Mike held progressive leadership positions in Vancouver. Mike holds a Bachelor of Science and a Masters of Business Administration from the University of British Columbia. In 2005, he obtained a Master of Arts in Health Care Leadership and Training from Royal Roads University. Mike also completed his Executive Lean Leader and Executive Lean Director designation in 2008 and 2010, respectively.
Mike has been a surveyor with Accreditation Canada since 2007 and has participated in surveys in a number of programs across Canada. He currently serves as a Board member on Plexxus and Healthcare Insurance Reciprocal of Canada (HIROC).
Carol Santalucia is a seasoned healthcare leader with a passion for and commitment to enhancing the patient experience. During a 28-year career at Cleveland Clinic, Carol held various service excellence and leadership roles, including the formation of Cleveland Clinic’s Service Excellence Department and creation of the Communicate with H.E.A.R.T.® Program. In 2011, Carol began her own consulting practice, Santalucia Group, LLC, where she and her team worked nationwide to improve the experience for patients, families and employees at over 40 organizations. Recently Carol returned to Cleveland Clinic as Director of Service Excellence and Culture. She is happy to be back “home” and excited to continue enhancing Cleveland Clinic’s culture through empathetic communication.
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 and the Ohio Society for Healthcare Consumer Advocacy. Carol is a Board Member of the American College of Healthcare Executives of Northern Ohio and serves on the Executive Board of The Beryl Institute. She is also the President and Founder of The Carmella Rose Health Foundation, a nonprofit organization dedicated to helping people navigate the healthcare system.
Alan Dubovsky is the Chief Patient Experience Officer for Cedars-Sinai Health System in Los Angeles, California. In his role, Alan is responsible for all patient experience strategies and associated operational improvements. His scope covers all service areas of the medical center including inpatient, ambulatory, emergency, and ancillary services. Alan joined Cedars-Sinai in November 2016, with 15 years experience dedicated to improvement of patient experience in healthcare. Prior to joining Cedars-Sinai, Alan served as the Director of Operations at Emory Healthcare in Atlanta, Georgia. In that role, Alan was responsible for the departments of Patient Experience, Physician Engagement, Special Constituent International Patient Programs, Referral Management, Education and Training, Leadership and Talent development. Alan completed his undergraduate degree in Business Administration at the University of Georgia and his Executive Masters degree in Business Administration at Emory University.
Julie Drury is the Chair of the Minister’s Patient and Family Advisory Council for the Ontario Ministry of Health and Long Term Care. Julie is passionate about the patient / family / professional partnership and experience in health. In her role, she facilitates and provides the patient and family perspective in health care policy and decision making. As the mother of a child who was diagnosed with SIFD, a rare form of mitochondrial disease, Julie has particular experience in system navigation, complex care, care coordination, palliative care and patient safety. Julie is an experienced health policy analyst and is respected for her highly collaborative work style, stakeholder engagement, and leadership skills. Julie’s personal and professional experience are focussed on advising government on key health priorities that have a real impact on patient care and experience in Ontario.
