Carol Santalucia, Vice President, of CHAMPS Patient Experience, LLC is a seasoned healthcare leader with a passion and commitment to enhancing the patient experience and a Weatherhead Affiliate Instructor. After 28 years in various service excellence and leadership roles at Cleveland Clinic, where she played a pivotal role in the design, creation and implementation of Cleveland Clinic’s service recovery model Respond with H.E.A.R.T.Â®, and the development of their patient navigation program and Service Excellence and Patient Advocacy Department, Carol began her own healthcare consulting practice, Santalucia Group, LLC. In July 2012, her company created a partnership with The Center for Health Affairs, forming CHAMPS Patient Experience. She and her team assist healthcare organizations with creating patient-centered cultures, improving the patient experience as measured by CAHPS, and developing and implementing patient navigation programs. Carol and her team also deliver patient-focused keynote presentations and provide clients with opportunities to share best practices.
Carol also serves as a Senior Associate with Leebov Golde Group, a part-time faculty member at Cleveland State University where she teaches in the Patient Advocacy Certificate Program, a part-time faculty member at Case Western Reserve’s Weatherhead School of Management where she teaches in the Healthcare Excellence Certificate Program, and a speaker with The Beryl Institute.
Carol is the Founder and President of the Carmella Rose Women's Health Foundation (www.carmellarose.org), a nonprofit organization that aims to positively impact women’s 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 President-elect of the Society for Healthcare Consumer Advocacy’s Board of Directors and a past-president of the Ohio Society for Healthcare Consumer Advocacy. She is also a Board Member of the Healthcare Executives Association of Northeast Ohio, a chapter of the American College of Healthcare Executives.