Disclaimer: Consistent with the IHI’s policy, faculty for this program are expected to disclose at the beginning of their presentation(s) any economic or other personal interests that create, or may be perceived as creating, a conflict related to the material discussed. The intent of this disclosure is not to prevent a speaker with a significant financial or other relationship from making a presentation, but rather to provide listeners with information on which they can make their own judgments.
Unless otherwise noted below, each presenter provided full disclosure information, does not intend to discuss an unapproved/investigative use of a commercial product/device, and has no significant financial relationship(s) to disclose. If unapproved uses of products are discussed, presenters are expected to disclose this to participants.
Leonard L. Berry, PhD, is University Distinguished Professor of Marketing, Regents Professor, and holds the M.B. Zale Chair in Retailing and Marketing Leadership in the Mays Business School at Texas A&M University. He also is a Presidential Professor for Teaching Excellence. As a Visiting Scientist at Mayo Clinic in 2001-2002, he conducted an in-depth research study of healthcare service, the basis for his book, Management Lessons from Mayo Clinic (2008). Concurrent with his faculty position in Mays Business School, Dr. Berry is a Senior Fellow of the Institute for Healthcare Improvement studying service improvement in cancer care for patients and their families. Professor Berry has written ten books in all, including: Discovering the Soul of Service; On Great Service; Marketing Services: Competing Through Quality; and Delivering Quality Service. He is the author of numerous academic articles and an invited lecturer throughout the world.
Professor Berry's teaching and research have been widely recognized with many honors. Texas A&M awarded him the Distinguished Achievement Award in Teaching (1990) and the Distinguished Achievement Award in Research (1996 and 2008), the highest honors bestowed upon its faculty members. In 2014, he was selected as the inaugural recipient of the Outstanding Doctoral Alumni Award from the Carey School of Business at Arizona State University, and in 2015 the Mays Business School at Texas A&M awarded him the Lifetime Achievement Award for Research and Scholarship.
Rana Awdish, MD, is the Director of the Pulmonary Hypertension Program at Henry Ford Hospital in Detroit and a Critical Care Physician. She was recently named Medical Director of Care Experience for the ($6 billion, 24,000 employee) Health System. Dr. Awdish's mandate as well as her passion is to improve the patient experience across the system. After suffering a sudden critical illness herself in 2008, she has become a tireless activist, refocusing her fellow providers on the patient experience and improving empathy through connection and communication. She was awarded the Speak-Up Hero award in 2014 for her work on improving communication, as well as the Critical Care Teaching Award in 2016. Dr. Awdish lectures to physicians and medical schools around the country and is the author of In Shock: My Journey from Death to Recovery and the Redemptive Power of Hope, published in October 2017.
Kedar Mate, MD, Chief Innovation and Education Officer, Institute for Healthcare Improvement (IHI), oversees the development of innovative new systems designs to implement high-quality, low-cost health care both in the US and in international settings. An internal medicine physician, Dr. Mate is also an Assistant Professor of Medicine at Weill-Cornell Medical College and a Research Associate at Harvard Medical School's Division of Global Health Equity. His current research activities include improving population management, behavioral health integration, health equity, addressing complex needs patients, and ambulatory patient safety. Dr. Mate serves as a senior advisor to IHI's programs in the US, Asia, and the Middle East and he serves as an IHI principal investigator on multiple research awards. Previously he worked with Partners In Health, served as a special assistant to the Director of the HIV/AIDS Department at the World Health Organization, and led IHI's national program in South Africa. Dr. Mate has published numerous peer-reviewed articles, book chapters, and white papers and he has delivered keynote speeches in forums all over the world.