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 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. 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.