Fast Foward

Anthony Cirillo, FACHE, ABC; President and Chief Experience Evangelist

Anthony is a veteran healthcare professional whose work has included serving as a CMO for major health systems, launching and branding a Wall Street healthcare startup, working for a top Fortune 500, and consulting overseas with major medical centers. He started his career at CBS. He is a Fellow of the American College of Healthcare Executives and an accredited business communicator of the International Association of Business Communicators. He is an advocate for older adults who uses his skills to brighten the lives and promote the quality of life and the dignity of seniors.

His book Who Moved My Dentures? dispels myths about long-term and aging in America. A member of the National Speakers Association, Anthony is a dynamic speaker who not only provides content expertise but delivers it in a memorable way. Anthony has a master’s degree from the University of Pennsylvania. He is a past board member of the Society for Healthcare Strategy and Market Development and past president of IABC Philadelphia. He serves on the following: Reuters Insight, Health Leaders Marketing Advisory Panel, SHSMD Advisory Panel, Health Leaders Global Marketing Advisory Panel, Guidepoint Global Advisors, Gerson Lehrman Group Councils.

Nancy O’Brien; Chief Experience Officer

Nancy works with clients in all industries helping them develop experience strategies and execution plans that create value for customers and the organization. During her 18-year career with IBM her focus was analyzing, designing, planning and implementing creative solutions to address her clients’ business needs. As a pioneer in the emerging experience economy, she led the consulting group at Experience Engineering, Inc., working with companies to help them create value for customers, employees and stakeholders by developing and implementing a holistic business strategy that aligns all aspects of their business towards an emotional ‘end-frame’; which has been proven to be the key driver of loyalty.

She has been in the role of Chief Experience Officer in a variety of organizations. In healthcare, she facilitated the collaboration among an architecture firm, multiple medical practice groups, fitness center, café and gift/book store, IT, HR and marketing of a large hospital organization towards a new vision for an integrated experience. Nancy led the redesign of an Emergency Room Experience which resulted in aligning the elements in the environment, processes and people’s behavior to convey a sense of movement.

She also developed and presented an education curriculum for facilities managers of 30 regional hospitals for NSHE, focused on the role the environment plays in speeding the rate of healing. Working with diverse organizations, she determined there had to be an easier way for organizations to make meaningful connections and deliver excellent customer experiences without spending millions of dollars in consulting fees. She then focused her attention on answering the common cry among the companies she worked with: “Teach us to fish!” and co-founded Experience In Motion LLC, a tools-based customer experience company. Nancy has a B.S.B.A. from the University of Nebraska .

Deb Andelt; Experience Designer

Deb has been a customer champion throughout her various roles in diverse organizations. With a varied professional background from law school and marketing for law firms, to co-founding ExperienceArt.com and applying customer experience principles to marketing cruises, she is a creative marketer focused on connecting with the customer in ways that matter to the customer. Deb researched and defined specific sensory clues (color, texture, smell, taste, and sound) to evoke the desired emotional response and connection with the customer for a large hospital organization. “Tea” stations were incorporated into the design as a result of recommending tea as the taste for “understood, strengthened and renewed.”

In the travel industry, she developed experience oriented language and image guidelines to connect with the emotional desires of six specific cruise lifestyle segments which were used to create marketing messages designed specifically for each market segment. Deb led an active life for years filled with travel, yoga and eating right. In 2004 she found herself totally fatigued and experiencing difficulty with everyday tasks. Her personal experiences with (too many to count) practitioners on her own healing journey from decay (primarily the result of exposure to environmental chemicals) to vitality on multiple levels combined with her professional knowledge provides Deb with a unique understanding that it’s more than the “treatment,” it’s the total experience that matters. She co-founded Experience In Motion LLC, a tools-based customer experience company. Deb has a B.S. in Journalism and a J.D. from the University of Nebraska.

Marshall Steele, M.D.; Medical Director- Destination Experience

Marshall has foregone a traditional bio. Google him and it will speak for itself. In his words:

Smart organizations know that if you own the patient experience you will own the marketplace. How serious are you about the patient experience? If you are like most healthcare organizations. Not Very. If you were you would be learning so much more from your patients and implementing their ideas. Instead you’re relying on HCAHPS to provide you the information you need. It’s clearly not enough. In fact HCAHPS scores in many organizations show half of patients would not definitely recommend them. Even in the most successful organizations one in five patients still won’t definitely recommend them. But why such low scores?? Few if any organizations can answer that question. Fewer still have the will to do anything about it.

Being at the top is nice but  80% is no cause for celebration. We have too long been like pilots who are preoccupied with safety. In the future we must also think like passengers who are concerned with both safety and service. Service is not improved by wishing. It is only improved by first understanding what your patients want and then providing it.

Philip C. DuBois; Director of Person Centered Care

Philip C. DuBois,MS, CNHA, FACHCA, has been a nursing home administrator in Maine since 2000.  He is President of the Maine Chapter of the American College of Health Care Administrators, and he is a member of the 2008 class of the American Health Care Association’s “Future Leaders in Long Term Care.”  He has successfully led two facilities through four OSHA SHARP inspections (Safety and Health Achievement Recognition Program), recognizing his facilities with exemplary workplace safety programs.  This year, his facility will receive AHCA’s Step 1 Quality Award.  In 2005, Provider Magazine recognized his facility as the Best Long Term Care Team in America.  He is also a licensed minister involved in foster/adoptive ministry.

In 2007, Phil was involved in a car accident in which his wife, uncle, and cousin died, and four other family members, including himself, were seriously injured.  As a result, he spent 2 ½ months as a resident of his own nursing facility; his teenage son was his roommate for part of this time.  He has used this life-changing experience to speak to long-term care professionals nationally regarding lessons he learned, the perspective he gained, and the impact this experience made on his administrative style.

Elizabeth Hyland; Director of Healing Solutions

Compassionate, engaging, authentic—Chaplain Elizabeth Hyland is a strong advocate for patients and caregivers and a champion for healthcare professionals. Drawing on thirteen years of experience in hospitals and hospice she offers a practical approach to integrating spirituality and health care.  Her wisdom and passion for spiritual care shine through in patient care, staff interactions, consultations and seminars.  She is an enthusiastic speaker whose heartfelt stories resonate with audiences and leave them feeling renewed personally and professionally. She encourages staff to recapture their passion for healthcare and believes if they will step out in courage they will discover that everyday they have the opportunity to make a difference in someone’s life.

Elizabeth is Board Certified by the Association of Professional Chaplains, an ordained Presbyterian (USA) minister, a Certified Compassion Fatigue Educator, and past president of the North Carolina Chaplains’ Association. She teaches seminars on spirituality in healthcare, and wellbeing for healthcare professionals.

Kathy Bradway; Director of Design

Kathy Bradway has been designing with her signature style of colorful creative elements for two decades. Her original experience in the design field was in the residential field and her use of lively colors set the pace with projects long before the use of color was popular. Just as color was making its way into the residential design world Kathy undertook her first health care project, “a Hospice.” There she found a new cause and since then has been bringing life and inspiration to health care projects such as senior living, hospice and hospitals.

Just as a rainy day can make you feel blue, your surroundings have a direct influence on your sense of well-being. Kathy helps healthcare clients see the possibilities, surprises them when they find out it costs no more to instill inspiration in design by incorporating colors that work together. Kathy believes that a well thought out plan for complementing colorization and added creativity can lift the spirits of patients, families, caregivers, and administration alike. She believes interiors should encourage smiles, and a smile can go a long way in the healing process. It’s not just new design it’s about new direction.  Want proof.  Go here.

Robin Hammond; Marketing Director

Robin Hammond has been providing marketing for Fast Forward since 2007. Robin previously worked at Information Resources, Inc. analyzing syndicated data to identify sales and marketing opportunities and measuring sales results for several major manufacturers. She also provided computer software instruction, and trained sales and marketing professionals to analyze their business using scanner data. Prior to her work at IRI, Robin coordinated the professional marketing programs for several brands at a healthcare advertising agency in New Jersey . She attended Purdue University and received her Bachelor’s of Science degree in Marketing from Fairleigh Dickinson University in Madison , New Jersey . In her spare time, she is currently active in her community with youth sports with her two boys and husband.