James Merlino, MD, Chief Transformation Officer, Press Ganey

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Dr. James Merlino joined Press Ganey as president and chief medical officer of the strategic consulting division in 2015. As an accomplished surgeon and industry leader in improving the patient experience, Jim draws from more than two decades of health care experience to oversee Press Ganey’s consultancy division. Under his leadership, the consulting team helps providers improve the delivery of safe, high-quality care in a patient-centered environment.

Prior to joining Press Ganey, Jim served as chief experience officer and associate chief of staff at the Cleveland Clinic health system, as well as a practicing staff colorectal surgeon at the organization’s Digestive Disease Institute. At Cleveland Clinic, Jim was responsible for leading strategic programs to improve the patient experience across the system. He spearheaded numerous groundbreaking initiatives to ensure the highest standards for patient care, and improve patient access and referring physician relations. He championed organizational cultural alignment around the patient as a key component of patient-centered care.



David J. Bailey, MD, MBA, President and CEO, Nemours Children’s Health System

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David J. Bailey, MD, MBA, became president and CEO of the Nemours Foundation in 2006. Under Dr. Bailey’s leadership, Nemours has sharpened its strategic focus on becoming a pre-eminent voice for children’s healthcare focused on the whole child and actively engaged in population health and children’s health advocacy initiatives in 22 states. A member of the Healthcare Value Network, Dr. Bailey is leading Nemours transformation to a culture of Continuous Improvement using the Toyota LEAN principles to improve quality outcomes and safety, increase operational efficiency and ensure the best of patient- and family-centered care.

A pediatric gastroenterologist for more than 16 years, Dr. Bailey graduated from West Virginia University Magna Cum Laude, Phi Beta Kappa in Biology and earned his medical degree from Penn State University. He completed his residency program in Pediatrics at Walter Reed Army Medical Center in Washington D.C. Dr. Bailey has been recognized by Modern Healthcare Magazine as one of the 50 Most Influential Physician Executives and the 100 Most Influential People in Healthcare, and by Becker’s Review as one of the 100 CEOs of Hospitals and Health Systems to Know.​

Rachel_B1Rachel Biblow, Senior Director, Patient and Family Services, Children’s Hospital of Philadelphia

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​Rachel Biblow is the Senior Director of Patient and Family Services and Enterprise Co-Sponsor for the Patient and Family Experience initiative at the Children’s Hospital of Philadelphia (CHOP). Rachel has strategic and administrative oversight for the operational and financial activities for: Social Work services, Family Relations, Language Services, Spiritual Care, and Family-Centered Care Programming, including Patient and Family Experience/Satisfaction, and hospital resource centers. Rachel is passionate about improving quality, safety, and the overall care experience in healthcare, serving on a variety of hospital committees; including Value Based Care and Quality Improvement Committees. Rachel is a founding leader in establishing the National Pediatric Experience Collaborative in 2016. Rachel holds a Bachelor’s degree in Psychology, from the Pennsylvania State University and a Masters in Social Work from the School of Social Policy and Practice at the University of Pennsylvania. She is a member of the Society for Social Work Leadership in Health Care, National Association of Social Workers, and the Association for Patient Experience

JChristianJennifer Christison, Director, Enterprise Lean Transformation, Seattle Children's

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Jenn Christison has over 10 years of lean consulting experience across manufacturing and healthcare, Jenn is proud to be the Director of Enterprise Lean Transformation for Seattle Children’s Hospital, where she gets to use her strengths to improve the healthcare experience for kids in need. Her methods emphasize employee engagement and team building strategies. Prior to Seattle Children’s, Jenn served as a lean consultant at Boeing. She holds a bachelor’s degree in Ethics and Human Behavior from the University of Washington, and is a certified Accelerated Improvement Workshop Leader and Value Stream Mapping Workshop Leader. In her spare time, she enjoys kick boxing, playing outside, and karaoke.

ClapperCraig Clapper, PE, CMQ/OE, Partner, Strategic Consulting, Press Ganey

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Before he started with Press Ganey, Craig was a founding Partner and the Chief Knowledge Officer of HPI. Craig has over 25 years of experience improving reliability in nuclear power, transportation, manufacturing, and health care. He specializes in cause analysis (including nuclear power events and component failures, commercial aviation components, and the Texas A&M bonfire structure collapse), reliability improvement (including Feed Water & Main Turbine systems in nuclear power, manufacturing at Baker Hughes, and chemotherapy processes at St Jude’s Children’s Hospital), and safety culture improvements (for Duke Energy, US Department of Energy, ABB, Westinghouse, Framatome ANP, Sentara Healthcare, and others). He now is the lead consultant on several safety culture engagements for health care systems. 

Prior to forming HPI, Craig was the Chief Operating Officer of Performance Improvement International, Chief Engineer for Hope Creek Nuclear Generating Station and Systems Engineering Manager for Palo Verde Nuclear Generation Station. He is a registered professional engineer in Arizona, has a Master in Business Administration, and is a Certified Manager of Quality and Organizational Excellence by the American Society for Quality (ASQ).

Alan CohenAlan Cohen, MD, Physician Leader, Patient and Family Experience, Children’s Hospital of Philadelphia

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Alan R. Cohen, MD, is a hematologist in the Division of Hematology at Children's Hospital of Philadelphia. He formerly served as Physician-in-Chief of the Department of Pediatrics at Children’s Hospital of Philadelphia. Dr. Cohen’s many publications include original papers in major journals, including the New England Journal of Medicine, Pediatrics, Blood, and the British Journal of Haematology. In 1998, Dr. Cohen was the chairperson of the Seventh Cooley’s Anemia Symposium of the New York Academy of Sciences, and he served as editor of the volume of the Academy’s Annals that followed this conference. He currently holds a research grant from the Centers for Disease Control. He is the principal investigator of a T32 training grant and a Child Health Research Center K12 Award Program for faculty development. Dr. Cohen is an active member of numerous professional and scientific societies. He is the former chair and a current member of the Medical Advisory Board of the Cooley’s Anemia Foundation; Chair of the Board of Directors of the American Board of Pediatrics; and President-elect of the Association of Medical School Pediatric Department Chairs (AMSPDC).

Dr. Cohen attended the University of Pennsylvania School of Medicine, Philadelphia, Pa. and completed his internship, residency, and fellowship at the Children's Hospital of Philadelphia, Philadelphia, PA.

cooleyLaura Cooley, PhD, Senior Director of Education and Outreach, Academy of Communication in Healthcare

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Laura Cooley, PhD is the Director of Education and Outreach for The Academy on Communication in Healthcare (ACH). She earned a doctorate in health communication and currently leads efforts for outreach and development to support the ACH mission by collaborating with institutions to develop and deliver customized communication skills training programs. She has presented nationally to many institutions on this topic.

DanielsChrissy Daniels, MS, Partner, Strategic Consulting, Press Ganey

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Chrissy Daniels is a national thought leader in patient experience and health care value. She joined Press Ganey in August, 2017 and brings to her role of consulting partner more than 20 years of expertise in advancing the patient experience and building an engaging and collaborative culture. She is also widely recognized for her pioneering work in the areas of consumerism and physician performance data transparency. 

Prior to joining Press Ganey, Chrissy was Director of Strategic Initiatives at University of Utah Health Care, responsible for teaching and coaching physicians, leaders and staff on the importance of patient experience as a measure of quality. In this role, she was also responsible for designing the University of Utah Health Care’s online physician review process, making the system the first in the country to electronically survey its patients and post the results publicly online. In addition, Chrissy worked closely with hospital, physician and executive leadership to drive culture change around improving patient experience and value in every encounter across the system. This work resulted in system-wide initiatives targeting leadership and team development, communication, and motivation which evolved into a model for cultural transformation.

GeigerJudy Geiger, RN BSN, MBA, Senior Executive Director, One Intermountain Pediatrics

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Judy Geiger is helping to lead the efforts to standardize pediatric care across the Intermountain system. Judy also supports the Primary Children’s Network and its outreach efforts. She has been a nurse since 1984 and has worked for Intermountain Healthcare for all 34 years. Judy has worked at Primary Children’s Hospital for 29 years in many different roles and has served as the CNO since 2011.

Judy obtained her Associates Degree in Nursing from Weber State University in 1985, her Bachelor of Science in Nursing from the University of Utah in 1987 and her MBA with an emphasis in health care from Regis University in 2006. She completed a CNO Fellowship with the Health Management Academy in 2016. Judy is passionate about patient safety and believes the Zero Harm initiative for Intermountain is the most important thing she has been engaged in during her career. She is the co-chair of the system Zero harm Committee. Judy is active on many other teams at Primary Children’s Hospital as well as for the Intermountain system. Judy spends most of her free time on the Oregon Coast with her husband and two dogs.

HagoodCharles Hagood, DSc, Partner, Strategic Consulting, Press Ganey

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Charles Hagood, DSc(c) , MBA and Six-Sigma Black Belt has overseen the introduction and implementation of improvement systems, process improvement initiatives, lean transformations, and system design activities in numerous healthcare organizations including some of the largest non-profit hospitals, national systems, small critical access hospitals, clinics, physician practices, and large for-profit systems in the US and EU. He has led organizations and teams in the design and implementation of new and efficient service lines in various hospital, outpatient and non-acute health care organizations.

Additionally, Charles has also overseen the application of improvement methodologies into the planning, design, and construction phases of a wide range of clinical and hospital renovation and construction projects.

Charles is a co-author of the Shingo Prize winning book for Research and Publication, “Lean-Led Hospital Design: Creating the Efficient Hospital of the Future” and has published various articles on the topics of Lean, process and performance improvement, and quality.

Jolley1Dennis Scott Jolley, MPH, MEd, V​.P. of Institutional Advancement; Chief Strategy, Communications & Marketing Officer, Gillette Children’s Specialty Healthcare

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Dennis Jolley has been engaged in understanding the nuances of patient decision-making and the impact of marketing, communications and branding on that process for over 10 years. From his work in public health advocacy, the design and delivery of health interventions, health system marketing and health system strategic planning Dennis has focused his work on listening to and applying the lessons from the patient voice. He is currently the Vice President for Institutional Advancement, Chief Strategy Officer and Chief Marketing Officer for Gillette Children's Specialty Healthcare in St Paul Minnesota, a specialty pediatric system for children with complex, rare and traumatic conditions. In 2017 Gillettte saw patients from 43 US states and 19 foreign countries.

JureckoLeslie Jurecko, MD, VP, System Safety and Experience, Spectrum Health, Pediatric Hospitalist, Helen DeVos Children's Hospital

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Leslie Jurecko MD, MBA, has been employed at Spectrum Health for the past 8 years. She is a Pediatric Hospitalist and serves as Vice President, Safety and Experience for the Delivery System. Prior to this current role, Leslie was the Medical Director of Quality and Safety for Helen DeVos Children's Hospital (HDVCH). Leslie has helped advance HDVCH as a national leader in patient safety and quality measures. Leslie completed her Pediatrics training at Northwestern University and recently finished her Executive MBA at Grand Valley State University, Seidman College of Business. She also has completed the Patient Safety Executive Development Program at The Institute for Healthcare Improvement (IHI). Leslie serves as a Midwest Co-leader for Solutions for Patient Safety (SPS), a national organization. She is a member of the SHMG Board of Directors and the Quality and Safety Sub-Committee of the Board.

mylodDeirdre Mylod, PhD, Executive Director, Institute for Innovation; SVP Research & Analytics, Press Ganey

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Deirdre Mylod, PhD, joined Press Ganey in 1997 and currently serves as the executive director of the organization’s Institute for Innovation and senior vice president of Research & Analytics. In this joint role, she is responsible for advancing the understanding of the entire patient experience, including patient satisfaction, clinical process and outcomes. Through the Institute, Mylod partners with leading health care providers to study and implement transformative concepts for improving the patient experience.

As a prominent thought leader within Press Ganey and the industry, regularly lectures on such topics as public policy, legislation and the future of the patient experience. She is the architect of Press Ganey’s Suffering Framework, which reframes the view of the patient experience as a means to understand unmet patient needs and reduce patient suffering. She has extensive expertise in survey development, methodology and statistics. Mylod holds a master’s degree and a PhD in psychology from the University of Notre Dame.

PhyllisPhyllis Quinlan, PhD, RN-BC, Internal Coach, Program Manager for Clinical Transformation, Cohen Children’s Medical Center

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Phyllis has practiced in clinical, education & administrative positions in a variety of settings. As a certified transformational coach, she specializes in the unique needs of nurses and other healthcare professionals challenged with the emotional impact of compassion/empathy fatigue and career transition. She is also certified in Emotional Intelligence and Applied Positive Psychology. She has held her position as the Internal Coach for the Cohen Children’s Medical Center since January of 2016.

Over the past two years, she and her Deputy Executive Director, Carolyn Quinn, MSN, RN have developed this unique role to be one of service to bedside RNs, middle managers and departmental leaders. Phyllis’ focus is on working with individuals to identify character strengths and to use those strengths to increase self-awareness, resilience, and effectiveness. In November, Phyllis was the co-recipient of a Press Ganey Success Story Award for a podium presentation at the 2017 Press Ganey National Conference entitled: Using Emotional Intelligence & Coaching to Build Resilience in Nurses. She has authored three books Rediscovering the Joy of Being a Nurse: A Holistic Approach to Recovery from Compassion Fatigue and The Delicate Balance: A Mindful Approach to Self-Care for Caregivers. Her third book; Bringing Shadow Behavior into the Light of Day: Understanding & Effectively Managing Bullying & Incivility in Healthcare is being released later this year.

ShookJoan Shook, MD, MBA. FAAP FACEP, Chief Safety Officer, Deputy Chief Quality Officer, Chief Clinical Information Officer, Texas Children’s Hospital; Professor of Pediatrics, Baylor College of Medicine

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​Dr. Joan Shook is the Chief Safety Officer, Deputy Chief Quality Officer and Chief Clinical Information Officer at Texas Children’s Hospital. Additionally, she is a professor of pediatrics at Baylor College of Medicine and a practicing Pediatrician. Dr. Shook graduated from the University of Cincinnati College of Medicine in 1981 and has been in practice for 36 years.

Sara_ToomeySara Toomey, MD, M​Phil, MPH, MSc, Chief Experience Officer; Director, Center of Excellence for Pediatric Quality Measurement, Boston Children's Hospital

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Sara Toomey is Assistant Professor at Harvard Medical School and Managing Director of the Center of Excellence for Pediatric Quality Measurement and is the physician lead for all patient experience efforts at Boston Children’s Hospital. She is an academic general pediatrician and health services researcher. She conducts research that aims to measure the quality of pediatric care, demonstrate the association between quality measures and healthcare outcomes, and develop interventions to improve outcomes. Among her accomplishments, she is one of the lead developers of the Child Hospital Consumer Assessment of Healthcare Providers & Systems Survey, known as Child HCAHPS. She received her BA from Holy Cross, MPhil in Social Anthropology and MSc in Comparative Social Policy from Oxford University, MD and MPH from Harvard, and was a fellow in the Harvard-wide Pediatric Health Services Research Fellowship.

ShannonShannon Vincent, MA, Manager, Strategic Consulting, Press Ganey

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​As Manager of Press Ganey Strategic Consulting, Shannon Vincent guides clients through the survey process by providing consulting services and advisory analyses to help them meet their strategic goals and facilitate organizational change. She has expertise in survey design, statistical analysis and action planning and has developed and implemented solutions for organizations of all sizes. Prior to joining Press Ganey, Shannon consulted on talent management, coaching and leadership at organizations in a variety of industries, including gaming, financial services, energy and retail. She also has facilitated workshops and delivered coaching on emotional intelligence and team building, and she has lectured at regional and national conferences on topics related to caregiver engagement, employee onboarding, leadership and organizational culture. Shannon holds a bachelor of arts degree from Northeastern Illinois University and a master of arts degree in industrial/organizational psychology from Elmhurst College.