Wellbe.me, the inventor of the cloud-based Patient Guidance System™, is hosting a complimentary webinar with Carol Santalucia, MBA, on “Patient Navigation: A Program to Enhance the Patient Experience and the Bottom Line.”
In the eyes of a patient, especially one with a chronic or complex illness, the healthcare system can feel overwhelming. Compound the inherent complexities of the system with a variety of barriers patients can face – transportation, language, and many others – and patients can have difficulty following the care plan developed by their team of providers.
Founded and pioneered in 1990 by Dr. Harold P. Freeman, patient navigation originally focused on the critical window of opportunity to save lives from cancer by eliminating barriers to timely care between the point of suspicious finding and resolution by diagnosis and treatment. Since its inception as a community-based intervention program, patient navigation has expanded and transformed into a nationally recognized model that extends well beyond cancer care to include the timely movement of an individual across the entire healthcare continuum.
While patients clearly benefits from the guidance of a patient navigator, a growing body of evidence suggests that patient navigation increases both patient satisfaction and hospital revenue. Nationally, patient navigation is becoming well-recognized for being a cost-effective strategy to address several healthcare priorities. An attractive career choice for those looking to make a difference in healthcare, patient navigation also provides economic development opportunities in communities throughout the United States.
Patient Navigation: A Program to Enhance the Patient Experience and the Bottom Line
The webinar recording and slides are available on demand here:
About the Presenter
Carol Santalucia, Vice President, of CHAMPS Patient Experience, LLC is a seasoned healthcare leader with a passion and commitment to enhancing the patient experience. 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.”, 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’ business affiliate CHAMPS Healthcare, 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, and is a member of the patient experience speakers’ bureau at The Beryl Institute. Carol presents nation-wide regularly on various topics, including patient navigation, patient satisfaction, customer service, accountability, patient advocacy and more.
Carol is the Founder and President of the Carmella Rose Women’s Health Foundation, 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 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 American College of Healthcare Executives of Northern Ohio.
About Wellbe.me (//wellbe.me)
Wellbe.me, the inventor of the cloud-based Patient Guidance System™, works with health providers to engage patients as partners in their treatments. We make it simple and convenient for patients to follow their ‘doctor’s orders’ and speed their way to good health. Our Guided Treatment solutions empower patients – with the assistance of their caregivers and care teams – to learn and take the actions required to achieve better outcomes at lower costs.