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.
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.
Claudia Houle is a patient that has been dealing with multiple chronic health issues for most of her life. Ever since she became a chronic patient at 14 years old, she knew that she wanted to be involved in patient partnership, even though no such thing existed at that time. As she got older, Claudia worked towards her patient partnership goal. She obtained a Bachelor’s Degree in Psychology and another one in Nutrition, becoming a dietician in an academic health centre in Montreal, Que. While she was partnering with her own patients, she realized that the impact would be much greater if things could change at a higher level of the health care system. She then became a patient partner at the medicine faculty of the University of Montreal where the patient partner movement was just beginning. After having worked on many patient partnership projects at the University of Montreal for the past seven years, she became the expert patient at Health Standards Organization and its affiliate Accreditation Canada. Claudia strongly believes that health organizations – from the direct care level to the governance level – should embrace patient partners as they provide valuable insight on the lived experience of the health care system, which can have a direct impact on the quality of care.
