The Human Experience in Healthcare

This session will examine the critical elements necessary to create a culture of compassion and empathy, and how both patient experience and employee experience contribute to this culture. 


  • Learn the critical elements necessary to create a culture of compassion and empathy 

  • Examine the leader’s role in creating and sustaining a positive organizational culture 

  • Review lessons learned in an almost 40-year career in patient experience

Speaker(s):

Carol Santalucia headshot
Carol Santalucia, Healthcare Consultant/Champion for Healthcare Experience
Joy Jones Headshot
Joy Jones, MS, Healthcare Consultant/Champion for Healthcare Experience
Carol Santalucia headshot