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Carol Santalucia

Director, Service Excellence and Culture Center for Excellence in Healthcare Communication
Cleveland Clinic

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 the creation of the Respond 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.  In 2016, 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. 

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