Carol Santalucia is a seasoned healthcare leader with a passion and commitment to enhancing the patient and employee experience. Carol began her career at the Cleveland Clinic in 1983, where she worked in various service excellence and leadership roles, most recently as the Director of Service Excellence. She played a pivotal role in the formation of Cleveland Clinic’s Service Excellence Department and the creation of Cleveland Clinic’s Communicate with H.E.A.R.T. Program. Although now retired from the Cleveland Clinic, Carol began her own consulting firm, and has worked nationwide on improving the experience for patients, families and employees at over 40 organizations. 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