Leebov Golde Group
Leebov Golde Group is a wonderful team of dynamic, experienced, and caring professionals, all of whom care deeply about creating great patient experiences AND great places to work. With diverse backgrounds as patient care executives, nurses, doctors, organization development experts, caregivers, training professionals and coaches, our compelling consulting team provides implementation support, leadership development, training and coaching to help organizations achieve optimal results in the patient experience. Every one of our consultants is charismatic, attentive, and skillful -- steeped in healthcare and alert to the changes and pressures that are your everyday realities. Each of our consultants has also been trained and certified to provide our services knowledgeably and effectively.
Leebov Golde Leadership
Wendy Leebov, Ed.D
“I’ve been honored with opportunities to partner with and learn from brilliant, courageous healthcare leaders for over 30 years. From my personal experience as a breast cancer survivor and from wrenching health crises endured by my sister and other family members, I am more determined than ever to do all I can to help the caring people in healthcare communicate their caring and create healing experiences for the patients and families touched by our services.”
President of Leebov Golde Group, Wendy Leebov is a passionate advocate for creating healing environments for patients, families, and the entire healthcare team. Together with the Leebov Golde Team, she provides high-impact consulting services, supporting healthcare organizations with culture change strategies, training and tools for enhancing the patient and employee experience. With 30 + years of experience and extraordinary skills in communication, training design and delivery, Wendy is known for making hard skills learnable and motivating people to stretch and apply skills that set them apart. Wendy has written more than twelve books for health care, as well as developed her groundbreaking video-based training --
The Patient Experience Skill Building System
-- which includes The Language of Caring and GREAT Every Time programs. In 2012 Wendy co-developed and released the cutting edge physician engagement program
The Language of Caring for Physicians: Communication Essentials for Patient-Centered Care.
“I have known and worked with Wendy a great deal over the years. Wendy has pioneered some of the most foundational customer service work ever done in the Health Care industry. She is an outstanding leader of people and projects. Most distinguishing of all, from my personal experience with her: Wendy can drive large scale business transformation, from the strategy design through the execution."
Jason A. Wolf, PhD
Executive Director, The Beryl Institute
Read more about Wendy.
Jill Golde, MS
Senior Vice President, Client Experience
"Making a difference is what it's all about to me and I feel so lucky to be able to work with people who have an opportunity to make a significant difference in others' lives every day!"
Jill Golde is Partner and Senior Vice President, Client Experience for Leebov Golde Group. Jill brings over 20 years of experience as a mission-driven consultant and trainer for a broad range of private and public sector organizations. Expert in organizational change and the patient experience, Jill is known for her genuine connection and caring, her sense of humor, her astute observation skills and her remarkable ability to share her perceptions in a constructive fashion. An engaging presenter, she weaves firsthand experience and mind-opening stories into her sessions. With her appreciative focus, Jill is an inspiring, effective coach and team-builder--helping internal people plan and implement with focus, efficiency and enthusiasm. Full of integrity, Jill models the skills she imparts.
“I have received so many positive comments about Jill. She truly understands our business. She seems to easily connect with people at all levels --front desk staff, managers, physicians. She is very passionate about her work. A great presenter, she presents the content in a way that people can easily understand and grasp the concepts. Jill did a phenomenal job helping us organize The Language of Caring Program so that we are able to deliver it to over 30 sites in our network by using the train the trainer method. I highly recommend Jill.”
Debbie Smith, Director Practice Management Services
The Children's Hospital of Philadelphia Care Network
Read more about Jill.
Dorothy Sisneros, M.S., M.B.A.
Senior Vice President, Client Experience
“My work is dedicated to preparing leaders to transform organizations into optimized, energized workplaces and I know that we can change the way healthcare is delivered so that every patient feels the compassion and caring we feel in our hearts.”
Dorothy is Partner and Senior Vice President for Client Experience for Leebov Golde Group. She is also the founder and a Managing Partner of Thunderbird Leadership Consulting. With extensive experience as a consultant/partner in healthcare, service excellence, leadership, strategic planning, talent management and organizational dynamics, she has served in a variety of leadership roles and been at the forefront of several national Service Excellence Initiatives. Dorothy is a seasoned executive coach, facilitator, trainer, and strategic partner, Dorothy’s professional accomplishments include partnering with a Fortune 500 healthcare company to develop and implement a Service Excellence Initiative for its 80+ hospitals. Outcomes for the Initiative demonstrated reduced turnover, decreased contract labor and improved employee and patient satisfaction.
"Dorothy Sisneros and her team are delivering an exceptional leadership development product at Mission Community Hospital. With the help of their dynamic process and diverse expertise, MCH is experiencing the transformation. Excellent value!"
Read more about Dorothy.
Carla J. Rotering, M.D., M.A.
Vice President, Physician Services
Dr. Carla Rotering is committed to helping physicians create and sustain caring, healing, and gratifying relationships with patients and families, and with coworkers on the healthcare team.
Dr. Rotering practices Pulmonary Medicine at Banner Thunderbird Medical Center in Phoenix, Arizona and at the White Mountains Regional Medical Center in Springerville, Arizona. She is Chair of the Professional Health Committee at Banner Thunderbird and Medical Director of Respiratory and Pulmonary Rehabilitation at both facilities. With a distinguished background of leadership and education positions, she was formerly Director of Critical Care, Chair of Medicine, and Chief of Staff at Banner Thunderbird Medical Center.
Dr. Rotering graduated from the University of North Dakota School of Medicine. She completed an Internal Medicine residency at St. Joseph’s Hospital and a Pulmonary Fellowship at Good Samaritan Medical Center, both in Phoenix. She also holds a Master’s degree from the University of Santa Monica in Spiritual Psychology, with an emphasis in Consciousness, Health, and Healing. And, Dr. Rotering is certified to provide training on Crucial Conversations, Emotional Intelligence and Leadership Development.
In addition to continuing her clinical practice and medical leadership roles, Dr. Rotering conducts workshops and retreats for physicians, administrators, medical professionals and patients. She has co-facilitated Healing Path retreats for physicians with the Society for Healing in Medicine and the Grapevine Process for Physicians. An expert facilitator and exceptional communicator, Dr. Rotering engages her audience with concrete skills they can use to enhance the patient experience as well as their own professional pride and satisfaction.
Dr. Rotering is co-developer of the web-based physician engagement program
The Language of Caring for Physicians: Communication Essentials for Patient-Centered Care
and co-author of
The Language of Caring Guide for Physicians: Communication Essentials for Patient-Centered Care.
Read more about Carla.
PhD, RN, NE-BC
VP, Evaluation, Quality and Research
"I am passionate about creating healing patient experiences by assisting staff, leaders and physicians in developing effective skills to communicate their caring and compassion."
Amy is a Managing Partner of Thunderbird Leadership Consulting since its formation in 2007. A respected healthcare leader with over 25 years of experience and publications in the field, Amy has expertise in nursing systems, clinical practice innovation, and professional nursing practice. A seasoned facilitator and trainer, she has extensive experience in service excellence, organizational dynamics, RCA (root cause analysis), and (failure mode effect analysis) processes. Amy’s professional accomplishments include partnering with a Fortune 500 healthcare company to develop and implement a Service Excellence Initiative for its 80+ hospitals. Outcomes for the Initiative demonstrated reduced turnover, decreased contract labor and improved employee and patient satisfaction.
“Amy conducted focus groups with my entire department and was able to quickly establish a rapport with all participants that resulted in honest, actionable feedback. Her ability to solicit feedback with all personality types resulted in an action plan that truly represented the needs of our employees. With her team’s help – our next employee satisfaction survey resulted in the highest scores since we began the survey!”
Read more about Amy.
“I am honored to be in a position to impact the delivery of healthcare in our country. My passion is to create more patient centeredness in healthcare, where patients and employees feel supported and empowered to be their best.”
Carol Santalucia is a seasoned healthcare leader with a passion and commitment to enhancing the patient experience. With 28 years of experience at the Cleveland Clinic, she has expertise in patient advocacy, servant leadership, development of service initiatives and training, service recovery, productive communication, employee engagement and leadership development. Carol is a dynamic speaker and facilitator, skilled at engaging and motivating others for productive outcomes. She enjoys working with groups and individuals, promoting teamwork, accountability and ownership. Carol’s professional accomplishments include the design, creation and implementation the Cleveland Clinic’s service recovery model, Respond with HEART®.
"So much energy and experience shared!"..."Great session! Carol has great energy."..."Very informative!"..."Excellent class!"..."Was great! Passionate about her work!""Very relevant info - so passionate!"..."Great passion; wonderful presenter!"..."Best session so far!"..."Great - motivational!... "Great session. Carol was excited about the topic and made me excited about the topic too."..."Great presenter. Bring her back next year!"... "Very dynamic and approachable speaker"
Attendee comments from Carol's presentation at RL Solutions Conference, “Using Patient Feedback to Build Better Service Initiatives”, June 2011
Read more about Carol.
"I worked in the health care field for over ten years before becoming a consultant to non-profit organizations. While I've always been committed to excellent customer service, my own experience with a serious illness several years ago has made me a passionate advocate for the need to treat patients and their family members with compassion and care. When I was lucky enough to find caregivers who approached their patients in this way it made a huge difference to my sense of well-being, wholeness, and ability to heal. I am delighted to be part of a team of people dedicated to helping all health care providers care for their patients with utmost respect and compassion!"
Dorel Shanon is a Senior Associate with Leebov Golde and Associates. She worked in the health care field for more than 10 years providing health education and training, developing and implementing health policies for numerous organizations, and serving on the senior team of a regional health care organization. For the last 15 years Dorel has consulted to a diverse non-profit client base, including health care organizations. Having witnessed first-hand the role of caring communication in thriving and healthy organizations, Dorel devotes much of her work to helping leaders become skilled and compassionate communicators, supervisors and coaches. She brings to her work a deep commitment to practicing, modeling and teaching caring communication skills. After 25 years of doing this work she continues to be impressed by the power of these skills to heal, to empower, and to change people's lives in positive ways.
“Dorel has worked with me and with my organization in a variety of roles. I can only say great things about her. Dorel is positive, honest, warm, and very smart. She sees things clearly and quickly, and has taught me a huge amount about how organizations work and the role of leaders. She can see what holds people and systems back from change and progress, and help them get unstuck and move forward… She assisted us through some huge organizational challenges, and not only made us feel supported, organized and clear about our tasks, but helped us to feel inspired and to be inspiring to others.”
Cathy Carr, Executive Director
Community Legal Services, Philadelphia PA
Read more about Dorel.
R. Ann Fitzgerald
R.N., M.H.S.A., R.C.C, Ph.D.
“In healthcare, we work so hard, care so much, and take on tremendous responsibility.
The sad thing is we don’t comfort and heal as well as we could simply because ‘connecting and communicating’ have not been the focus of our education and training. The amazing thing is that it simply takes heart-felt words, timely gestures, and intentional focus to enable patients to feel our noble intentions. Anyone can do this, and every caregiver should!”
Nurse, educator, facilitator, coach and former hospital and health system executive, Ann Fitzgerald brings 45 years of experience to her role as the caregiver’s coach. She’s held executive positions in marketing and strategic planning for two healthcare organizations and was a consultant on medical practice management. For the last 15 years, Ann contributed her expertise as an OD & Learning coach and consultant for two health systems. She earned the credential of Registered Corporate Coach through WABC and formed her own consulting service in 2010 (Caregivers Coach). Committed to great patient care and great work experiences for the entire healthcare team, Ann engages and mobilizes individuals and teams to develop the blend of competence, confidence, courage and compassion key to effectiveness in today’s demanding healthcare environment.
“I always enjoy partnering with Ann. Her insights are spot on. And she finds ways to help employees get to the heart of issues and then move toward solutions that are practical and values based.”
Porfirio Esparra, Jr., Senior Employee Relations Director
Humility of Mary Health Partners
“The feedback of positivity surrounding your amazing workshop at the Spring Forum continues to ring out …. It is all very exciting and I wanted again to thank you for really getting everyone that attended engaged and even more excited.”
Tracy Haycock, RN, BSN, Quality Improvement Nurse
New England Quality Care Alliance
Read more about Ann.
M.S. Organization Development
“I am passionate about healthcare leaders who care deeply for their employees and create an environment of trust, respect and fairness so everyone can take care of patients or take care of those who are taking care of patients. We don’t always think of senior leaders being responsible for patient satisfaction, but they are responsible for creating the climate for caretakers to thrive and go the extra mile for their patients and colleagues.”
Jane Weiss, Managing Consultant of Great Leaders Great Workplaces, has been helping organizations and leaders raise their levels of performance for over 20 years. She has worked with senior leaders all over the globe (including senior leaders at Fortune’s 100 Best Companies to Work For) to assess and improve employee engagement through creating great workplaces, helping them improve their leadership capabilities and increasing learning within and across organizations. Jane helped many companies and health care systems go from fair to good and good to great. She helped these organizations reap the benefits of committed employees, enhanced collaboration, higher levels of inclusion and stronger financial performance.
"Jane Weiss was very effective at helping us translate the survey data into actionable results and was always a pleasure to work with throughout the project. Jane is very knowledgable and professional, and I would recommend her without hesitation.”
Matthew Reis, Manager of Organizational Development
Read more about Jane.
“I’m passionate about spreading the word of compassion in the workplace – an important trait we all know about-- but I have found that we all can all use friendly reminders of how to make our compassion felt by everyone we encounter on a daily basis.”
Regina is a wonderful presenter and seasoned trainer. Attendees love her programs because she is dynamic, engaging, funny and concretely helpful in building skills that help people be more effective in their challenging and stressful work. Currently, Regina develops and conducts training programs for all levels of staff and physicians at Cooper University Hospital. Her classes include Time Management, Care with Compassion, Dealing with Difficult Situations, a 10-week Management Essentials Course, Resolving Conflicts, BEST Styles, and many more. Regina has conducted Language of Caring and Great Every Time seminars at many hospitals in Pennsylvania and New Jersey, including Mercy Hospital, St. Mary Medical Hospital, and Shore Memorial Hospital.
“Regina Ehrline has spent several years conducting training at Cooper University Hospital to our employees and leaders in developing skills to: deliver compassionate care (including in difficult situations), communicate effectively, give hard-to-give feedback, resolve conflicts, manage time in a high pressure environment, coach to bring out the best, and many other skills crucial to workplace and team effectiveness. Participants in Regina’s sessions always give her rave reviews and describe her as dynamic, highly engaging, extremely effective and fun. Over time, her former participants still tell us how much they learned in Regina’s classes and how they put it in action.”
Sharon Weinman, Director of Organization and Development
Cooper University Hospital, Camden, NJ
Read more about Regina.
"In the work of healthcare, we see patients and their families in moments of great vulnerability. It is always inspirational and humbling to witness the sacredness with which healthcare caregivers provide healing and comfort. My passion is to support leaders and caregivers in a process that connects the passion that inspired them to choose healthcare with tested strategies that meaningfully communicate caring to patients in every experience."
Patricia Bright, Senior Associate with Leebov Golde Group and Owner at Bright Consulting, is an organization development practitioner with more than twenty years of consulting, coaching, and leadership development experience. She has created and led organization development and leadership development functions within both organizational and corporate settings. Patricia has designed and facilitated major organizational change efforts in organizations that have changed culture as well as moved the organization through change and transition. Through her commitment to creating systems, leadership development opportunities have been created through strategically-identified competencies and are measured for behavioral change. As a coach, she has demonstrated strong partnering skills with individuals and teams, enabling organizations to achieve desired behavior.
“Pat Bright is the consummate OD practitioner and coach...Her exceptional coaching skills and extensive organizational development experience led to hiring her as a consultant to assist in the integration of two separate workforces into a brand new Medical Center, the first built in New York State in over 20 years. Pat is generous with her brilliance in individual and organizational transition and change. She is focused on her clients' needs and genuinely committed to successful project outcomes. Working with Pat is a pure delight. I know whether through her coaching or consulting that we'll always get the the right solution, at the right time in the right way to resolve organizational challenges and sustain change over time. Pat is insightful, genuine, practiced and expert on all things workplace.”
Betsy Kennally, SPHR, RCC, Director, Organizational Development
Orange Regional Medical Center
Read more about Patricia.
Craig S. Laser
RN, BSN, MA
“Working with individual leaders and teams to help create a meaningful and positive patient experience for patients and families is at the center of my mission. Healthcare is complex and difficult for those that we serve to navigate and that places a high expectation on all providers to demonstrate caring, compassion and respect which builds on the entire experience and the memory of that experience.”
With more than 25 years of healthcare experience, Craig Laser has held dynamic leadership roles in clinical operations, administration, education, consulting and organization development. He has driven far-reaching organizational change initiatives and also developed and implemented effective clinical and nonclinical programs, processes and strategies. Expert in Lean Healthcare, Craig helps leaders enhance their operational effectiveness by implementing Lean methods and evidence-based leadership practices that advance collaborative relationships and partnership. Passionate about patient and family-centered care, Craig’s initiatives have achieved world class results in associate and customer satisfaction.
Read more about Craig.
“Transforming the patient experience means shifting the paradigm to view healthcare through the lens of the patient and family. It is this view that provides us with the most compelling opportunities to individually and in aggregate change the way we deliver healthcare for each and every patient!”
Rhonda Williams is a dynamic healthcare leader, author, publisher, speaker, trainer and coach. With nearly two decades of experience in the post-acute healthcare sector, Rhonda now uses her leadership experience to work across industries to help executives, teams and other professionals leverage communication and strength of thought as core competencies to move organizations forward.
Read more about Rhonda
Lainie Neiman is a consultant, coach, trainer and former psychotherapist. She has been engaged in growing people and organizations for over 30 years in many industries and environments, including 10 years in healthcare. Lainie served as an internal consultant and trainer for SSM Health Care (St. Mary’s Health Center) in St. Louis, one of the top 10 Catholic healthcare systems nationally. She worked with 15 diverse departments within the Health Center, coaching managers, leading team building, and developing action plans to improve communication and effectiveness --keys to excellent outcomes.
Read more about Lainie.
William (Tex) Landis
Dr. Landis is Medical Director, WellSpan Hospitalists in York PA. He started at York Hospital in 1986 as part of a very well regarded private group of physicians. In the mid-90s, WellSpan acquired their group and, since then, the WellSpan hospitalist team has grown from 10 to 40 physicians who serve York and Gettysburg hospitals. Dr. Landis splits his time between clinical work and service as Medical Director.
Among his accomplishments:
- Sponsorship and support of long-term development of physician communication skills
- Enhanced patient satisfaction scores
- Dramatic improvement in the substance and turnaround time of discharge summaries
- Initiation of a performance-based pay system that factors in patient experience scores, discharge summary timeliness and quality and other key indicators
Read more about Tex.
Trina L. Bogart
"Creating the best patient experience is not only what is in the best interest of the patient, but also the healthcare providers. An important piece of physician wellness is feeling like we are providing quality care and making a difference. Happy patients make our work so much easier and help to create an enjoyable and rewarding work environment."
Dr. Trina Bogart is dedicated to providing quality patient care, delivered with kindness, compassion and genuine caring. Her experience as an Emergency Medicine Physician has given her keen insight into the importance of composing a well-orchestrated patient experience that fosters a safe and warm healing environment. She believes that connecting with her patients on a deeper, more emotional level is essential to gaining trust and creates a solid doctor-patient relationship conducive to wellness and healing.
Dr. Bogart graduated from Creighton University School of Medicine. She completed her residency in Emergency Medicine at Maricopa Medical Center in Phoenix, Arizona. She worked as a full-time Emergency Physician in a large urban Emergency Department. As a healthcare leader, Dr. Bogart has served as Emergency Department Medical Director and Vice Chief of Staff and on Peer Review and Medical Executive Committees.
Dr. Bogart is currently the Emergency Department Medical Director at Banner McKee Medical Center, President of her independent Emergency Medicine Group in Loveland, Colorado and Physician Associate with the Leebov Golde Group.
"After all the science and medicine is peeled away, the core of what we do is care for other people. Remembering the profoundly important nature of that interaction is at the very heart of a great patient and provider experience."
As a practicing physician, Dr. Arguello understands first-hand, the struggles of practicing in today's medical climate. Focusing on the great privilege and wonder of caring for patients, as well as the shared experience of being of physician, he is dedicated to improving physician pride and satisfaction, thereby enhancing the patient and family experience.
Dr. Arguello is a full-time emergency medicine physician at Banner McKee hospital in Loveland, Colorado. He has been with Banner Health since 2007 and has previously been a member of the Professional Wellness Committee as well as the Banner Innovation team in Phoenix.
Dr. Arguello graduated from the Medical College of Wisconsin and completed an emergency medicine residency at Duke University Medical Center. He also holds a Bachelors of Science degree in Psychology from Colorado State University and was elected a Fellow of the American College of Emergency Physicians in 2010.
“As a physician, what makes Dr. Arguello / Dan so wonderfully unique is his personal, passionate connection to what really matters… people - not pathology. I’ve had the privilege of partnering with Dan on multiple patient experience improvement initiatives and always appreciate his wisdom, his values, his intellect, and mostly his friendship. Dr. Arguello is a grand individual!”
Diane M. Rogers
Dr. Kahng is currently the Associate Director of the Women's Health Education Program at Drexel University School of Medicine. At Drexel, Dr. Kahng develops curricula for medical students and also teaches topics related to women's health / disparities, surgery, physical diagnosis, and communication skills.
Dr. Kahng received her medical degree from Jefferson Medical College. She received her clinical training in general surgery at Beth Israel Medical Center in NY followed by a fellowship in surgical research at SUNY-Brooklyn (Downstate). During her career as a full-time academic surgeon, Dr. Kahng had extensive involvement with medical student education and resident training, becoming Assistant Residency Program Director at SUNY-Brooklyn and subsequently Co-Director of the Residency Program at MCP-Hahnemann Medical School. She also had experience with hospital administration as the Chief of Surgical Specialties at the Milwaukee VA Medical Center, which was her primary role at the Medical College of Wisconsin.
Dr. Kahng has had significant experience in the role of mentor for medical students, residents, and faculty during her academic career, and she continues to enjoy advising medical students in her current career in medical education at Drexel. While Dr. Kahng lectures in the traditional lecture hall format, she especially enjoys being a facilitator for Drexel’s Problem-Based Learning curriculum, as well as the Leebov Golde Group’s Language of Caring for Physicians.
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