Speakers

Cleveland Clinic Experience Partners offers subject matter experts from Cleveland Clinic who share their extensive knowledge and real-world experiences with audiences big and small. These spirited advocates pride themselves on offering an insightful and inspiring experience for all those in attendance.

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Featured Speakers

In addition to the featured speakers highlighted here, Cleveland Clinic Experience Partners offers an extensive roster of experts to present at your facility, conference or retreat. We’ll align your topics of interest to some of the industry’s brightest minds in those specific fields.

Adrianne-Boissy

Adrienne Boissy, MD, MA

Chief Experience Officer

Topics Covered:
Patient Experience
Clinician Communication

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Adrienne Boissy, MD, MA, is Chief Experience Officer of Cleveland Clinic Health System and a staff neurologist at the Cleveland Clinic Mellen Center for Multiple Sclerosis. Dr. Boissy leads the Office of Patient Experience and its initiatives to address and improve every aspect of a patient’s encounter with the Cleveland Clinic Health System—from their physical comfort to their educational, emotional and spiritual needs. Her team created a comprehensive program to strengthen physician and clinician communication skills and has trained thousands of staff physicians and clinicians to date. The experience was captured in her recent book, Communication the Cleveland Clinic Way: How to Drive a Relationship-Centered Strategy for Superior Patient Experience.

Dr. Boissy chairs the Empathy and Innovation summit, the largest independent summit on patient experience in the world. She also currently serves as Editor-in-Chief of the Journal of Patient Experience. In addition, Dr. Boissy was awarded an Arnold P. Gold Foundation grant for humanism in medicine and is a Harvard Macy Scholar.

She has published extensively about relationships and empathy in healthcare and the communication challenges in clinical practice, which were highlighted in her 2015 TEDx talk “Seeing and Being Seen: A Call for Healing.” Dr. Boissy is frequently interviewed in the media as an expert in patient experience, physician communication, and transparency. Her quotes have appeared in The Wall Street Journal, The Washington Post, Forbes, and The Atlantic, among others. She speaks extensively around the country about the patient and provider experience and the impact of effective communication on both.

Dr. Boissy attended Boston University and worked in neurobiological research at Brigham and Women’s Hospital, Boston. She completed her medical school training at Pennsylvania State University College of Medicine and finished her neurology residency and neuroimmunology fellowship at Cleveland Clinic.

sbayer

Stephanie Bayer, J.D.

Director of Ombudsman

Topics Covered:
Ombudsman – Complaint and Grievance Management

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Stephanie Bayer, J.D.  is the Director of the Ombudsman Department in the Office of Patient Experience for the Cleveland Clinic.  She is responsible for overseeing enterprise-wide efforts to ensure both patients and staff (‘caregivers’)  have a neutral resource available to assist when concerns arise.  She has spent over a decade working in healthcare compliance, including responsibilities for developing patient-centered grievance processes, for both health insurance companies and hospitals, prior to joining the current organization.  Stephanie received a Juris Doctor from The Ohio State University Moritz College of Law and BA in Political Science from Baldwin Wallace University.

Joshua-Crites

Joshua Crites, PhD

Regional Ethicist

Topics Covered:
Bioethics

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Joshua Crites, PhD joined the professional staff in the Department of Bioethics in Fall 2015 as a Regional Ethicist for Cleveland Clinic Westside hospitals. Prior to coming back to the Cleveland Clinic, Dr. Crites was an Assistant Professor in the Humanities Department at Penn State Hershey College of Medicine. He completed the Cleveland Fellowship in Advanced Bioethics in 2012 after a post-doctoral position with the Center for Management Research in Healthcare at Vanderbilt University and then at Oregon Health and Science University. He holds a PhD in philosophy, which he received from Vanderbilt University in 2007. In his current position, Dr. Crites manages the clinical ethics consultation services, coordinates clinical ethics programming and co-chairs ethics committees at four Cleveland Clinic hospitals. Additional efforts include leading a quality improvement project focusing on the Ethics Consultation Service across the enterprise, and is co-leading a subcommittee of the Center for End of Life Care tasked with standardization family meetings in the clinical setting. His current work and scholarship center around ethics consultation, ethics education for healthcare professionals and trainees, and ethical issues related to respecting autonomy in cases of traumatic injury. Previous scholarship includes institutional trust amongst participants in biobank-based research and ethical issues related to informed consent in oncology clinical trials.

Margot-Eves

Margot Eves, JD, MA

Director, Clinical Ethics Immersion Program

Topics Covered:
Ethics

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Margot M. Eves, JD, MA, is the Director of the Clinical Ethics Immersion Program (ClEIP), an innovative experiential learning opportunity offered to professionals around the world interested in gaining greater clinical ethics and ethics consultation experience. Ms. Eves was nominated and selected by her peers as the 2014 Teacher of the Year for the Center for Ethics, Humanities & Spiritual Care. Her expertise extends to research ethics, and she serves on the Cleveland Clinic Institutional Review Board.

A member of the inaugural Cleveland Fellowship in Advanced Bioethics (CFAB) class, Ms. Eves served on the CFAB Executive Committee from 2012-2017. During her fellowship, she earned a Master of Arts degree in Bioethics from Case Western Reserve University. She then completed a clinical ethics fellowship at Memorial Medical Center in Springfield, IL before returning to the Cleveland Clinic in 2011. Prior to pursuing a career in Bioethics, Ms. Eves earned a Master of Arts in Health Advocacy from Sarah Lawrence College and served as an ombudsman/patient advocate and as an Administrator-on-Call at New York-Presbyterian Hospital. She earned her Juris Doctor from Seton Hall University School of Law with a concentration in Health Law & Policy in 2006.

Ms. Eves’ passion for her work with healthcare professionals and patients is evident in her presentations to clinicians and at conferences which offer a broad range in topics that impact the ethical culture of caregiving, including issues of bias in medical decision-making, as well as moral and emotional distress and caregiver resiliency. Her work also focuses on ethics consultation, ethics consultation quality initiatives, ethics of human subject research and inter-professional ethics education (3/2017.)

Paul-Ford

Paul J. Ford, PhD

Director of the NeuroEthics Program

Topics Covered:
Bioethics

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Paul J. Ford, PhD is currently the Interim Chair of Bioethics Department and Director of the NeuroEthics Program at Cleveland Clinic. He is a clinical ethicist specializing in ethical issues found in treatment of neurological diseases, particularly the use of implanted devices such as Deep Brain Stimulators. He has participated in more than twelve-hundred ethics consultations. He has had the opportunity to present to many different professionals groups on topics of ethics, including the Presidential Commission for the Study of Bioethical Issue, the Board on Health Sciences Policy for the Institute of Medicine, and the Cambridge-ICM Brain and Spine Institute Neuroethics Network. He has published more than 90 articles, book chapters, and commentaries and has been responsible for more than a million dollars of research funding for qualitative research.   He regularly teaches medical trainees, health care provider, and ethics fellows. In all aspects of his work he places a premium on helping and being practical. Recently he has presented on ethics topics such as of surgical practice, psychiatry, neurological criteria for death, and ethics consultation.

Rev-Amy-Green

Rev. Amy Green, D.Min.

Director of Spiritual Care

Topics Covered:
Healing Services

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Rev. Amy Greene, D.Min. is Director of Spiritual Care at the Cleveland Clinic, where she oversees a team of chaplains, chaplaincy students, holistic nurses and others involved in the whole-person care of patients, families and staff. She has been at the Clinic since 2007 as a Supervisor of Clinical Pastoral Education and continues to oversee that program now as Director. Students at the Clinic receive the prerequisite training for board certification as professional chaplains, while also learning how to provide holistic care in an outcomes-driven, world class healthcare environment. Chaplains are available at the main campus (1400 inpatient beds) 24 hours a day.

Amy has served as a chaplain and chaplain-educator in hospitals, hospices, prisons and other institutional settings for many years. She has a Master of Divinity from Union Theological Seminary (Columbia University) in New York and a Doctor of Ministry from the Ecumenical Theological Seminary in Detroit. Amy and her husband Thomas Reuter have two grown sons.

Cristie-Cole-Horsburgh

Cristie Cole Horsburgh, JD

Department of Bioethics

Topics Covered:
Bioethics

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Cristie Cole Horsburgh, JD joined the professional staff in the Department of Bioethics at the Cleveland Clinic in the spring of 2014. She is responsible for directing ethics programming and managing the ethics consultation services at four community hospitals. Her work focuses on clinical ethics consultation, training in ethics consultation, education of clinical providers, and institutional policy development. She is currently leading a pilot project utilizing videoconferencing technologies to deliver ethics consultation virtually. She also specializes in Reproductive Ethics and currently serves as the Co- Chair of the Reproductive Ethics Affinity Group of the American Society of Bioethics and Humanities. Ms. Cole is a class of 2014 alumni of the Cleveland Fellowship in Advanced Bioethics. She received her B.A. in Biology and Society with a concentration in Law and Society from Cornell University in 2003 and her Juris Doctorate from the University of Arizona’s James E. Rogers College of Law in 2008.

Carmen-Kestranek-hires

Carmen Kestranek

Senior Director, Experience Intelligence

Topics Covered:
Data Intelligence

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Carmen Kestranek is the Senior Director within the Office of Patient Experience at Cleveland Clinic.  In this role he leads survey operations, results reporting and distribution throughout the 12 hospital health system.  Under his direction, the intelligence team performs research using patient feedback to discover how specific events and variables associate with the patients’ experience.  Findings are used to guide efforts to improve patient care.  In addition, Carmen supports the organization’s ‘Patients First’ strategy guiding efforts of its patient communication, caregiver service training, best practice development and volunteer programs.

Carmen has worked at Cleveland Clinic for 17 years, most recently as the regional orthopaedics administrator.  He attended The Pennsylvania State University where he received a Bachelor of Science degree in Health Policy and Administration and later attended the David Myers University where he achieved his MBA.

Lori-Kondas

Lori Kondas, MBA

Senior Director, Office of Patient Experience

Topics Covered:
Patient Experience

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Lori Kondas is the Senior Director for the Office of Patient Experience for the Cleveland Clinic Health System.  Working with the Chief Experience Officer, she provides leadership and direction for patient experience programs that have enterprise-wide impact in Patient Affairs, Operations and Best Practices. The Cleveland Clinic Patient Experience department includes a diverse team of professionals with demonstrated expertise in Service Excellence, Bioethics, Spiritual Care, Healing Services, Volunteer Services, Best Practices, Data intelligence, Ombudsman, End of Life Programs, Health Care Communication, Shared Medical Appointments, Business Development and Research. In collaboration with administrative and medical leaders across the system, Lori works to design and implement programs that improve the delivery of healthcare services and enhance the experience for patients across the enterprise.

In a previous role, as Director for two regional sites, Lori led operational and business activities, identifying and driving improvement opportunities in key areas including, patient experience patient access, service line cost management, quality management, employee engagement and other facility functions. In collaboration with Clinical Institutes and Regional leadership, she implemented strategic initiatives including institute growth strategies, new service line acquisitions and marketing plans.

Prior to joining Cleveland Clinic, Lori was the Vice President for Mission Services at the American Lung Association of the Midland States where she led organizational initiatives in education, advocacy, research, partnership recruitment and community outreach. In collaboration with internal and external partners, she created professional training programs, and developed community based health strategies. Lori served on a variety of national American Lung Association teams including the strategic planning committee, learning directors collaborative, and performance based management peer group among others.   As a participant of the Asthma Policy Consensus Project, she contributed to creation of the National Asthma Public Policy Agenda.

Anne-Maggiore_bio

Anne Maggiore

Program Manager, Shared Medical Appointments Program

Topics Covered:
Shared Medical Appointments

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Anne Maggiore is Program Manager for Cleveland Clinic’s Shared Medical Appointment program. She graduated Phi Beta Kappa, magna cum laude, from Hiram College with a B.A. in Business Administration.  Prior to joining the Clinic in April 2012, for 18 years she was Executive Director of the International Anesthesia Research Society (IARS). Following IARS, she was Director of Finance for the Diabetes Partnership of Cleveland for 3.5 years (formerly Diabetes Association of Greater Cleveland). Anne has been instrumental in developing strategies and resources to develop, implement, and sustain Cleveland Clinic’s SMAs, and also managing the enterprise-wide program, which has had exponential growth since inception.

Josh-Miller

Josh Miller, DO

Vice President of Regional Hospitals and Family Health Centers

Topics Covered:
Patient Experience
Clinician Communication

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Josh Miller, DO, Vice President of Regional Hospitals and Family Health Centers, was named Interim President of South Pointe Hospital, effective April 10. Prior to his regional role, Dr. Miller was Medical Director of the Willoughby Hills Family Health Center and an Associate Director for Regional Medical Operations. He also has served as Interim Vice President of Medical Operations at Hillcrest Hospital and as Medical Director of the Strongsville Family Health and Surgery Center.

Dr. Miller is part of the Medicine Institute. His treatment interests include metabolic syndrome, preventive medicine and obesity. He has been named a “Top Doctor” by Cleveland Magazine every year since 2006.

Dr. Miller facilitates and trains other physicians in relationship-building through Cleveland Clinic’s Center for Excellence in Healthcare Communication. He continues to be an advocate for improving the patient experience while speaking nationally on this subject. Dr. Miller has served as the Regional Operations’ Patient Experience Officer for 26 Cleveland Clinic sites in Northeast Ohio. In addition, he served on the Medina Hospital Board and currently serves on the Ashtabula County Medical Center Board.

Dr. Miller received his medical degree from Ohio University College of Osteopathic Medicine in Athens, Ohio. He completed an internship at St. Vincent Mercy Medical Center in Toledo, and residency training in Internal Medicine at Cleveland Clinic. He is a fellow of the American College of Physicians.

Katie-Neuendorf

Katie Neuendorf, MD

Medical Director

Topics Covered:
Patient Experience
Clinician Communication

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Katie Neuendorf, MD, completed residency training in Internal Medicine before she pursued a hospice and palliative medicine fellowship. She joined the Cleveland Clinic’s Palliative Medicine and Supportive Oncology Section in 2010 and is appointed as Assistant Professor of Medicine through the Cleveland Clinic Lerner School of Medicine, Case Western Reserve University.

In addition to her clinical duties, Dr. Neuendorf is the Medical Director for Cleveland Clinic’s Center for Excellence in Healthcare Communication through the Office of Patient Experience. She has been a part of the creation of multiple communication courses and has facilitated communication skills training to attending physicians, residents, fellows and advanced clinical care providers.  To date, the Center has delivered the R.E.D.E. Model to more than 6500 clinicians and has demonstrated improvements in clinician burnout and empathy and increased patient satisfaction.

Dr. Neuendorf is committed to expanding the communication skills of clinicians in every organization.  One of the ways she honors that commitment is through Train the Trainer efforts – teaching effective and engaging techniques in communication skills training to others.

Dr. Neuendorf has given numerous presentations and seminars to both a national and international audience on relationship-centered communication.  It is her continued work in this field that led the American Academy of Hospice and Palliative Medicine to name her an Inspiring Leader Under 40.

Jessica-OConnor

Jessica O’Connor, BA

Patient Experience Advisor

Topics Covered:
Patient Experience
Service Excellence Training
Advisory Services

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Joining the Cleveland Clinic in 2005, Mrs. Jessica O’Connor joined the Office of Patient Experience in 2012. Jessica’s current areas of focus include culture and service, best practices, the patient experience assessment initiative, and external partnerships. Jessica is a founding member of the Patient Experience Advisory Group and has worked with more than 35 organizations on organizational culture development, best practice implementation, service training and patient /customer experience sustainability.  She has experience working with domestic and international healthcare organizations and has also managed engagements with organizations in a variety of industries, including education, hospitality, and municipal government.

Silvia-Perez-Protto

Silvia Perez-Protto, MD, MS

Assistant Professor of Anesthesiology

Topics Covered:
Clinician Communication

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Silvia Perez-Protto, MD, MS is an Assistant Professor of Anesthesiology and intensivist originally from Uruguay South America. Previous to coming to the US, she worked as an intensivist transplant coordinator for 5 years, conducting more than 100 organ donation interviews. She was trained in communications for this purpose in Spain.   Currently she is the director of the Center for End of Life Care at the Cleveland Clinic aimed to standardize advance care planning and end of life care. She is also faculty at the Center for Excellence in Healthcare Communication.

Julie-Rish

Julie Rish, PhD

Clinical Psychologist and Director of Best Practice

Topics Covered:
Patient Experience
Research

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Julie Rish, PhD is a Clinical Psychologist and Director of Best Practice in the Office of Patient Experience at the Cleveland Clinic.  She is also the Director of Communication Skills Training and an Assistant Professor of Medicine at the Cleveland Clinic Lerner College of Medicine of Case Western Reserve University.  Dr. Rish earned her doctorate degree from Loma Linda University and completed her pre- and post-doctoral training at Henry Ford Health Sciences Center and the Cleveland Clinic. Her clinical and research interests include healthcare communication, patient experience, transparency, treatment outcomes, behavior change, and human centered design. She is a published author and manuscript reviewer for leading journals in obesity research.

Dr. Rish’s recent focus has been on applying human centered design to improve patient experience, and co-designing partnering with patients to transform healthcare. She is actively engaged in defining best practices for patient experience, the evaluation of this work and development of innovative curriculum. She is passionate about improving experience for patients and caregivers, speaks nationally on this topic and was the recipient of the 2016 Press Ganey Success Story® award.

Susannah-Rose

Susannah Rose, PhD

Professional Staff

Topics Covered:
Bioethics

 

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Susannah Rose joined the Department of Bioethics at Cleveland Clinic in 2011, served as the Director of Bioethics Research & Policy from 2014 to 2016, and is currently the Scientific Director of Research in the Office of Patient Experience. She is an Assistant Professor at Cleveland Clinic’s Lerner College of Medicine, of Case Western Reserve University, where she teaches healthcare economics, population-based bioethics, and national and international comparative health policy. She is also an Instructor at Harvard University’s T.H. Chan School of Public Health, where she teaches public health ethics.

She received her Ph.D. from Harvard University’s Health Policy Program (with a concentration in Ethics) in 2010. She specialized in applying normative ethics to healthcare policy-making in the U.S, and she developed an expertise in direct data collection methodologies and quantitative data analysis. While at Harvard, she received multiple awards and competitive fellowships: Dr. Rose was a National Institute of Mental Health (NIMH) pre-doctoral research fellow; a Harvard Edmond J. Safra Center for Ethics Graduate Fellow; a Safra post-doctoral lab fellow; and she was also a pre- and post doctoral fellow at Massachusetts General Hospital, sponsored by the National Cancer Institute (NCI) through the Program in Cancer Research Outcomes Training (PCORT).

Prior to her doctoral studies, she earned an MS in Bioethics from Union College/Albany Medical Center in 2006, and a MS in Social Work from Columbia University in 1998. Dr. Rose worked as a clinical social worker and researcher at Memorial Sloan-Kettering Cancer Center in New York City, specializing in the psychosocial issues surrounding cancer.

During her career, Dr. Rose has received multiple mentorship and teaching awards. She has published two books focused helping patients and family members cope with cancer, and she has published and presented in academic venues on topics related to conflicts of interest in medicine, health policy ethics, oncology and clinical bioethics. Her publications have appeared in high-ranked peer-reviewed journals, such as: JAMA Internal Medicine, Journal of General Internal Medicine (JGIM), The Journal of Clinical Oncology, The New England Journal of Medicine (NEJM), and PLOS One, and her book chapters on health policy ethics and end of life care have been published by the Oxford University Press. In addition to presenting at health policy conferences, such as AcademyHealth, she regularly presents at the American Society for Bioethics and Humanities (ASBH).

Her current research focuses upon the effects of transparency (including conflicts of interest reporting, expanded patient access to medical records and online physician ratings) on patient-reported outcomes, and testing the impact of innovations in technology, health care communication and end-of-life care on health outcomes and patient satisfaction. Dr. Rose’s research has been generously funded by multiple funding sources, including Harvard University’s Edmond J. Safra Center for Ethic, NIH’s Clinical & Translational Science Collaborative (CTSC) at Cleveland Clinic & Case Western Reserve University, and most recently, from The Greenwall Foundation.

Carol Santalucia

Carol Santalucia

Director of Service Excellence and Culture

Topics Covered:
Patient Experience
Service Training
Culture Transformation

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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.

Sumego_bio

Marianne Sumego, MD

Medical Director, Shared Medical Appointments Program

Topics Covered:
Shared Medical Appointments
 

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Dr. Marianne Sumego is the Medical Director of Cleveland Clinic Shared Medical Appointments Program. Dr. Sumego joined Cleveland Clinic in 1996 as a board-certified staff physician in Internal Medicine & Pediatrics. She has special interests in pediatrics, pulmonary medicine, women’s health and shared medical appointments (SMAs). Dr. Sumego has been the Medical Director of Cleveland Clinic’s SMA Program since 2010. In that role, Dr. Sumego oversees the development, implementation, and execution of over 200 SMAs. The SMA program expands over multiple outpatient and inpatient settings providing a rich experience of medical visits being conducted enterprise-wide.   Dr. Sumego oversees and conducts SMAs for both chronic disease management and preventative/wellness (physical) models in her practice. She has presented internationally on the topic of Shared Medical appointments at multiple summits and conferences, sharing Cleveland Clinic best practice models. She has also worked with health systems both nationally and internationally on developing, implementing, and sustaining Shared Medical Appointments within their systems.

Kathryn-Weise

Kathryn L. Weise, MD, MA

Chairman, Pediatric Ethics Committee

Topics Covered:
Bioethics

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Dr. Weise trained in pediatrics at Rainbow Babies and Children’s Hospital in Cleveland, OH, USA, followed by further training in pediatric intensive care at the Children’s Hospital National Medical Center in Washington DC. Between 1987 and 2009, she was an attending physician in pediatric critical care RB&C, the University of Virginia, and the Cleveland Clinic. In 2000, she completed a master’s degree in Bioethics at Case Western Reserve University, and while working in the PICU also directed the Pediatric Palliative Care Service from 2003 to 2010. Currently, she holds an appointment as Associate Professor of Pediatrics at the CWRU Lerner College of Medicine, attends as a hospitalist at the Cleveland Clinic Children’s Hospital for Rehabilitation, directs the Cleveland Fellowship in Advanced Bioethics, participates in ethics consultation for adults and children, and chairs the Pediatric Ethics Committee at CCF. Nationally, she is an immediate past member of the American Academy of Pediatrics Committee on Bioethics, and serves as the ethicist for the data safety monitoring board for the Best Pharmaceuticals Act for Children through the NIH and several other NIH DSMBs. She has published in the areas of pediatric critical care, pediatric palliative care, and bioethics, and serves as a manuscript reviewer for a number of bioethics and palliative care journals. Her interests include pediatric end of life care, care of children with multiple handicaps, clinical ethics, professional ethics, and growing award-winning blueberries in the mountains of Western Maryland.

Amy-Windover

Amy Windover, PhD

Clinical Psychologist

Topics Covered:
Patient Experience
Clinician Communication

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Amy Windover, PhD is a Clinical Psychologist and Director of Curriculum for the Center for Excellence in Healthcare Communication. She is Co-director of Communication Skills Training and Assistant Professor of Medicine at the Cleveland Clinic Lerner College of Medicine of Case Western Reserve University.

Most recently, Dr. Windover has developed an intensive experiential, relationship-centered training program to promote communication and professional development for Cleveland Clinic staff.  She has co-edited a text on relationship-centered communication for medical students, authored chapters and papers on the subject, and presented experiential and research-focused presentations on this topic.  Dr. Windover’s primary research interests focus on relationship-centered communication and patient/provider outcomes.

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DID YOU KNOW?

Carol Santalucia created Communicate with H.E.A.R.T.® and she continues to expand the program — most recently developing Lead with HEARTSM.

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Cleveland Clinic Experience Partners