Faculty Biographies
David A. Shore, PhD
Associate Dean
Director, Forces of Change Program
Founding Director, Trust Initiative
Harvard School of Public Health
David A. Shore, PhD, serves as an Associate Dean at Harvard University, School of Public Health. He founded and directs the School’s Forces of Change Program and Trust Initiative. He teaches the popular Harvard graduate courses on “Strategic Marketing: Gaining Competitive Advantage Through Positioning, Branding, and Building Trust” and “Forces of Change: Market Dynamics and Strategies for a Shifting Healthcare Marketplace.” Shore is also Executive Director of the Center for Continuing Professional Education at the School.
Dr. Shore regularly delivers keynote addresses and workshops to many industries in various national and international settings. He has consulted on six continents. He has served on a U.S. Department of Health and Human Services Expert Panel, and he was also an expert witness in a Federal trial. Shore chaired the first, second, and third national Executive Conferences on Branding, Positioning, and Competitive Strategies for the Health Care Industries. He has had the honor to deliver the keynote address to four annual Corporate Branding Conferences of the American Management Association. He chaired the 2006 World Congress on Consumer-Centric Health Care. Shore serves on several boards, and chairs a principal committee of the American Heart Association. In 2007, he was appointed a Visiting Professor at The Academic Medical Center of the University of Amsterdam in the Netherlands. He was also named Honorary President of the Macau Business Management Educational Center and the Association of Business Management Academics (Asia Region).
Shore has been frequently interviewed by the media in such publications as The Wall Street Journal, The New York Times, INC, and Modern Healthcare. He is the author of numerous articles and other publications, including two books: The Trust Prescription for Healthcare: Building Your Reputation with Consumers (Health Administration Press, 2005) and The Trust Crisis in Healthcare: Causes, Consequences, and Cures (Editor, Oxford University Press, 2007). His forthcoming two books on stakeholders and the forces of change in healthcare will be published by Oxford University Press.
Shore’s work on brand, reputation, and trust is part of his larger work on market dynamics and the strategies that most powerfully affect the creation of a unique and sustainable competitive advantage. He is well known for building constructive links between theory and practice, creating ideas and providing a path to action.
Program Faculty
Debra A. Canales
Executive Vice President,
Organization and Talent Effectiveness
Trinity Health
Debra Canales is the Executive Vice President of Organization and Talent Effectiveness at Trinity Health. Headquartered in Novi, Michigan, Trinity Health is the tenth-largest health system (and fourth-largest Catholic health system) in the U.S., employing more than 45,000 full-time associates at hundreds of facilities nationwide. Providing over $307 million annually in community benefit, the mission-centered nonprofit exemplifies respect and compassion and other core values as an organization.
Prior to Ms. Canales’ arrival, however, the organization’s culture and the quality of its workplace for associates as individuals had only tacitly been addressed. When she renamed Human Resources “Organization and Talent Effectiveness” (OTE), it was more than just a name change, it was the beginning of an enterprise-wide cultural and operational transformation.
Trinity Health is still in its infancy, born from the consolidation of two health systems, Mercy Health Services and Holy Cross Health System, in May 2000. Trinity Health is in the process of transforming itself into a “Unified Enterprise Ministry™” (UEM), and Ms. Canales’ role has been to guide the enterprise leadership into true unity, creating synergy out of dozens of geographically and operationally diverse organizations. For this work, the American Society of Employers honored her as the Human Resources Executive of the Year in Michigan in 2007.
David M. Cutler, PhD
Otto Eckstein Professor of Applied Economics
Dean for the Social Sciences,
Harvard University
David Cutler has developed an impressive record of achievement in both academia and the public sector. He served as Assistant Professor of Economics from 1991 to 1995, was named John L. Loeb Associate Professor of Social Sciences in 1995, and received tenure in 1997. He is currently Otto Eckstein Professor of Applied Economics in the Department of Economics and Kennedy School of Government, and Associate Dean for the Social Sciences within the Faculty of Arts and Sciences. Honored for his scholarly work and singled out for outstanding mentorship of graduate students in 1999, Professor Cutler’s work in health economics and public economics has further earned him significant berths in the public sector. Professor Cutler served on the Council of Economic Advisers and the National Economic Council during the Clinton Administration, and among other affiliations, he has held positions with the National Institutes of Health and the National Academy of Sciences. Currently, Professor Cutler is a Research Associate at the National Bureau of Economic Research and a member of the Institute of Medicine. Professor Cutler is the author of Your Money Or Your Life: Strong Medicine for America’s Health Care System, published by Oxford University Press. He is Associate Editor of the Journal of Public Economics and the Journal of Economic Perspectives and former Co-Editor of the Journal of Health Economics.
Michael J. Dowling
President and Chief Executive Officer
North Shore–LIJ Health System
Instructor, Harvard School of Public Health
Prior to becoming President and CEO on Jan. 1, 2002, Michael Dowling served as North Shore-LIJ’s Executive Vice President and Chief Operating Officer, and earlier as Senior Vice President of hospital services. He came to the North Shore-LIJ Health System in July 1995 from Empire Blue Cross/Blue Shield, where he was a Senior Vice President. Mr. Dowling served in the New York State government for twelve years, including two years as commissioner of social services. He was a long-time Chief Advisor to former New York Governor Mario Cuomo on health and human services issues. Earlier, Mr. Dowling was a Professor of Social Policy and an Assistant Dean of the Fordham University Graduate School of Social Services.
Arnold M. Epstein, MD, MA
John H. Foster Professor and Chairman,
Department of Health Policy and Management
Harvard School of Public Health
Arnold M. Epstein, M.D., M.A., is Chairman of the Department of Health Policy and Management at the Harvard University School of Public Health where he is the John H. Foster Professor, and Chief of the Section on Health Services and Policy Research in the Department of Medicine at the Brigham and Women’s Hospital. Dr. Epstein’s research interests focus on quality of care and access to care. Recently his efforts have focused on public reporting of quality performance data and incentives for quality improvement, racial and ethnic disparities in care, and Medicaid policies. He has published nearly 200 articles on these and other topics. His book, Falling Through the Safety Net, Insurance Status and Access to Health Care, won the Kulp Wright Award by the American Risk and Insurance Association in 1994 for the best new book on life and health insurance.
During 1993-1994, Dr. Epstein worked in the White House where he had staff responsibility for policy issues related to the health care delivery system, especially quality management. He was Vice Chair of the Institute of Medicine Committee on Developing a National Report on Health Care Quality, and Co-Chair of the Performance Measurement Coordinating Committee of the Joint Commission, the National Committee on Quality Assurance and the American Medical Association. He has served as Chairman of the Board of AcademyHealth, and is on the Board of the Center for HealthCare Strategies. He has served on several editorial boards including Health Services Research, American Journal of Medicine, and the Annals of Internal Medicine. He has been elected to the American Society for Clinical Investigation and the American Association of Professors. He is currently Associate Editor for Health Policy at the New England Journal of Medicine and a member of the Institute of Medicine.
Harvey V. Fineberg, MD, PhD
President
Institute of Medicine
Harvey V. Fineberg is President of the Institute of Medicine. He served as Provost of Harvard University from 1997 to 2001, following thirteen years as Dean of the Harvard School of Public Health. He has devoted most of his academic career to the fields of health policy and medical decision making. His past research has focused on the process of policy development and implementation, assessment of medical technology, evaluation and use of vaccines, and dissemination of medical innovations.
Dr. Fineberg helped found and served as President of the Society for Medical Decision Making and also served as Consultant to the World Health Organization. At the Institute of Medicine, he has chaired and served on a number of panels dealing with health policy issues, ranging from AIDS to new medical technology. He also served as a member of the Public Health Council of Massachusetts (1976–1979), as Chairman of the Health Care Technology Study Section of the National Center for Health Services Research (1982–1985), and as President of the Association of Schools of Public Health (1995–1996).
Dr. Fineberg is co-author of the books Clinical Decision Analysis, Innovators in Physician Education, and The Epidemic that Never Was, an analysis of the controversial federal immunization program against swine flu in 1976. He has co-edited several books on such diverse topics as AIDS prevention, vaccine safety, and understanding risk in society. He has also authored numerous articles published in professional journals and is the recipient of five honorary degrees.
Roselyn Feinsod, F.S.A.
Principal
Towers Perrin
Roselyn Feinsod is a Principal in the New York, NY office of Towers Perrin. She helps clients develop workforce and rewards strategies. Roselyn manages a variety of projects, including Workforce planning, Total Rewards Optimization, and establishing scorecards. Roselyn leads the global Workforce Insights intellectual capital team working to develop next practice tools and capabilities.
Prior to Roselyn’s 6 years with Towers Perrin, she worked for PwC consulting to clients on workforce and rewards design issues.
She has provided consulting services to many major corporations including AARP, Ascension Health, International Paper, Pitney Bowes, the Thomson Corporation, Trinity Health, and TimeWarner.
Ms. Feinsod is the co-author of a major study on behalf of AARP entitled the “Business Case for Workers Age 50+” released in December 2005. She is a frequent speaker on workforce and rewards topics to a variety of audiences including the Conference Board, World at Work, the Towers Perrin HR Service Delivery Forum, the National Conference on Aging, the Federal Reserve presidents and on Capitol Hill. She has been quoted in publications such as the Wall Street Journal, Chicago Tribune, US News and World report, HR Executive and Plan Sponsor.
Melvin F. Hall, PhD
President and Chief Executive Officer
Press Ganey Associates, Inc.
Dr. Hall has dedicated his career to improving the quality of health care. As President and CEO of Press Ganey Associates, the leader in health care satisfaction measurement and improvement, he provides leadership and direction for a company that is helping drive quality improvement in health care facilities across the United States and beyond.
Prior to being named CEO in October 2000, Dr. Hall was the company’s Chief Operating Officer for nearly five years. He began his career with Press Ganey (1993) as the head of Research and Development. His passion for using scientific rigor to drive patient, employee, physician, and safety performance and achieve results is evident in both the mission of Press Ganey and the results the company itself has seen. In the last 11 years Press Ganey’s annual growth has averaged over 25%, the company’s market share has increased to more than 38% of all U.S. hospitals (over 48% of hospitals over 100 beds), and the number of employees has increased from 125 to 560.
Dr. Hall’s commitment to improving the quality of health care extends beyond Press Ganey. He is a frequent speaker at national conferences including the Society for Ambulatory Care Professionals, the National Association for Home Care, Visiting Nurses Association of America, AHA Forum, World Health Care Congress, Society for Human Resources Professionals, (SHRM), and the Harvard School of Public Health and Public Policy. He has been published in the Journal of Health Care Marketing, Hospitals and Health Services Administration, Journal for Healthcare Quality, Health Journal of Healthcare Material Management, and Non-Profit and Voluntary Sector Quarterly. He is frequently quoted in the Wall Street Journal, Modern Healthcare, and other publications.
Regina E. Herzlinger, DBA
Nancy R. McPherson Professor of Business
Administration Chair
Harvard Business School
Harvard University
Herzlinger is widely recognized for her innovative research in health care, including her early predictions of the unraveling of managed care and the rise of consumer-driven health care and health-care-focused factories, two terms that she coined. Money has dubbed her the "godmother” of consumer-driven health care. Her research has been profiled in numerous industry journals and business publications, including the Wall Street Journal, Managed Health Care Executive, Harvard Business Review, the Economist and BusinessWeek. Her latest books are Consumer-Driven Health Care, which received the 2004 American Journal of Nursing Book of the Year award for History and Public Policy; the best-selling Market-Driven Health Care; and Financial Accounting and Managerial Control of Nonprofit Organizations. She has also won the American College of Healthcare Executives’ Thompson Book of the Year award twice, the Healthcare Financial Management Association’s Board of Directors award, and Management Accounting’s research prize.
Modern Healthcare readers selected her one of 2003’s and 2004’s “100 Most Powerful People in Healthcare” and Managed Healthcare named her as one of health care’s top ten thinkers. She was named the first Chartered Institute of Management Accountants Visiting Professor at the University of Edinburgh and been selected as one of the outstanding instructors of the Harvard Business School MBA Program.
Chris Hickey
Vice President, Customer Service, and Innovation
Press Ganey Associates, Inc.
Mr. Hickey joined Press Ganey in 1994 and is currently the Vice President of Customer
Service and Innovation. Under Mr. Hickey’s leadership the Customer Service function
grew from 15 Customer Service representatives to over one hundred consultants. In his
current role, Mr. Hickey is responsible for leading a team dedicated to investigating new
product ideas and partnerships and bringing new products and services to market. Mr.
Hickey has a bachelor’s degree from Indiana University.
Lucian L. Leape, MD
Adjunct Professor of Health Policy
Department of Health Policy and Management
Harvard School of Public Health
Lucian L. Leape is a Health Policy Analyst whose research has focused on error prevention and appropriateness of care. He is Adjunct Professor of Health Policy at the Harvard School of Public Health. Prior to this, he was Professor of Surgery at Tufts University School of Medicine and Chief of Pediatric Surgery at the New England Medical Center. He has been a leading advocate of the non-punitive systems approach to the prevention of medical error and has led several studies of adverse drug events and their underlying systems failures.
Dr. Leape was a Founding Director of the National Patient Safety Foundation, the Massachusetts Coalition for the Prevention of Medical Errors, and the Harvard Kennedy School Executive Session. He was a member of the Institute of Medicine Quality of Care in America Committee, which recently released its seminal reports, “To Err is Human” (1999) and “Crossing the Quality Chasm” (2001). Recent awards include the John Eisenberg Patient Safety Award (2004), the DuPont Award for Excellence in Children’s Health Care (2003), the Donabedian Award from the Medical Care Section of the APHA (1999), the Robert Wood Johnson Investigator Award (1998), the Distinguished Service Award of the American Pediatric Surgical Association (1997), and honorary fellowship in the Royal College of Physicians and Surgeons of Canada (2001). In 2006, Modern Healthcare named him as one of the 30 people who have had the most impact on healthcare in the past 30 years. In 2007, the National Patient Safety Foundation established the Lucian Leape Institute to further strategic thinking in patient safety.
Thomas H. Lee, MD, M.Sc.
Network President,
Chief Executive Officer
Partners Community Health Care, Inc
Thomas H. Lee, MD, is an Internist and Cardiologist, and is Network President for Partners Health care System, the integrated delivery system founded by Brigham and Women’s Hospital and Massachusetts General Hospital, and Chief Executive Officer for Partners Community Health care. He is a graduate of Harvard College, Cornell University Medical College, and Harvard School of Public Health. He is a Professor of Medicine at Harvard Medical School and Professor of Health Policy and Management at the Harvard School of Public Health. His research interests include risk stratification and optimal management strategies for common cardiovascular problems, and improvement of quality of care, with a particular focus on critical pathways, guideline development and implementation, and managed care.
Dr. Lee is Co-Chair of the Committee for Performance Measures of the National Committee for Quality Assurance (NCQA), and has been the Chairman of NCQA’s Cardiovascular Measurement Advisory Panel since 1996. He is a member of the Massachusetts Health Care Quality and Cost Council. He is a member of the Boards of Directors of Geisinger Health System and of Bridges to Excellence. He is a member of the Board on Health Care Services of the Institute of Medicine. He is the Editor-in-Chief for The Harvard Heart Letter and Associate Editor of The New England Journal of Medicine.
Michael E. Porter, PhD
Bishop William Lawrence University Professor
Harvard Business School
Harvard University
Michael E. Porter is the Bishop William Lawrence University Professor at Harvard Business School. A leading authority on competitive strategy and the competitiveness of nations and regions, his work is recognized in governments, corporations, non-profits, and academic circles across the globe.
Professor Porter’s core field is competition and strategy, and this remains the focus of his research. His ideas have also re-defined thinking about competitiveness, economic development, economically distressed areas, and the role of corporations in society. He is the author of 17 books and numerous articles.
Professor Porter has recently devoted considerable attention to understanding and addressing the problems in health care evident in the United States and abroad. His book, Redefining Health Care (with Elizabeth Teisberg), develops a new framework for understanding how to transform the value delivered by the health care system.
For more information, see the web site of the Institute for Strategy and Competitiveness (www.isc.hbs.edu).
Marc J. Roberts, PhD
Professor of Political Economy and Health Policy
Department of Health Policy and Management
Harvard School of Public Health
Marc J. Roberts has taught in various schools at Harvard, including Arts and Sciences, the Kennedy School of Government, and the Law School, for more than thirty years. The author or co-author of approximately fifty articles and five books on health care policy and management, environmental policy, and public health ethics, he is widely known as a trainer and consultant, both in the U.S. and abroad. In recent years, he has worked with the governments of China, Hungary, Poland, Bosnia, and Turkey on health sector reform, and has taken a leading role in educational programs supported by the World Bank around the world designed to advance reform activities.
With three colleagues, he has recently completed a book on health sector reform titled Getting Health Reform Right published by Oxford University Press. He is currently working on two new books--one on the ethics of biotech pricing and one on the ethics of disaster management. He is also the principal investigator on a major new study of surgical manpower sponsored by the American College of Surgeons.
Allen Smith, MD, MS
President
Brigham and Women’s Physicians Organization
Allen Smith is President of the Brigham and Women’s Physicians Organization (BWPO), a faculty practice plan for over 1100 physicians. His chief responsibilities include leadership of overall BWPO strategy and core functions as well network development, ambulatory improvement, and contracting strategy. He is also involved in physician leadership development and physician work-life issues.
Prior to this Allen was Chief Medical Officer of BWPO. He has also served as Assistant Vice-President for Strategy and Business Planning at Tufts Health Plan and Medical Director for Secure Horizons, Tufts Health Plan for Seniors™. Allen began his medical career as a primary care physician at North Shore Medical Center and Medical Director of Lynnfield Medical Associates in Peabody, MA. He is an Instructor in Medicine at Harvard Medical School.
Mark J. Solazzo
Senior Vice President, Chief Operating Officer
North Shore-Long Island Jewish (LIJ)
Health System
As Senior Vice President and Chief Operating Officer (COO) of the North Shore-Long Island Jewish (LIJ) Health System, Mark J. Solazzo is responsible for operations at all North Shore-LIJ Health System hospitals, long-term care facilities, and health care related businesses. He has served as COO since 2005. Previously, he served as Chief of Staff to North Shore-LIJ Health System President and CEO Michael J. Dowling, a position he held since 2002. As Chief of Staff, Mr. Solazzo was accountable for working with the health system’s senior leadership for the successful implementation of the organization’s strategic objectives. He was also accountable for developing and maintaining the health system’s government relations, the Center for Emergency Medical Services, the Core Laboratory, the Home Care Network, and the health system’s emergency preparedness efforts and special projects. He has been with the North Shore-LIJ Health System since 1995.
Before joining the health system, he held a number of senior-level positions working on health and social services issues in the New York State Department of Social Services, where he worked for 15 years, beginning in 1980. He was responsible for the state’s Child Assistance Program, which earned Harvard University’s Innovations in Government award. Mr. Solazzo culminated his work at the Department as the director of the Bureau of Management and Administrative Support. Mr. Solazzo is a member of the American College of Health Care Executives, Healthcare Institute, Inc., and the Health Management Academy. Mr. Solazzo earned an undergraduate degree from Fordham University, studied at the State University of Albany Medical College, and received a Masters in Business Administration, with a specialization in health systems management, from Union College in Schenectady.
Andy Whittemore, MD
Chief Medical Officer
Brigham and Women’s Hospital
Dr. Whittemore assumed the position of Chief Medical Officer in 1999 having served as Chairman of both Medical Staff Executive and Quality Assurance/Risk Management Committees, as well as Director of the multidisciplinary BWH Vascular Center.
Dr. Whittemore was appointed Director of the Surgical Residency Training Program from 1980 to 1991 and, subsequently, Chief of the Division of Vascular Surgery at the Brigham and Women’s Hospital from 1990–2003. Dr. Whittemore has served as Vice-Chair of the Department of Surgery and is Professor of Surgery at Harvard Medical School. His scientific interests have concentrated on various aspects of the adaptive response of autogenous vein grafts, most recently incorporating applications of gene therapy. Dr. Whittemore maintains an active surgical practice, currently focused on aortic arterial reconstruction.
Dr. Whittemore is a member of 20 professional societies including the American Medical Association, American College of Surgeons, American Surgical Association, Society of University Surgeons, and has served as President of the Boston Surgical Society, New England Society for Vascular Surgery, and the Society for Vascular Surgery. He has served as Treasurer of the American Surgical Association and its Foundation, and is currently Secretary-General of the International Federation of Vascular Societies.
Dr. Whittemore’s publications exceed 100 peer-reviewed scientific papers and an equal number of textbook chapters and educationally relevant material. He served on the editorial boards of numerous publications including the Journal of Vascular Surgery, the Journal of the American College of Surgeons, Vascular Surgery, and Cardiovascular Surgery. He served as Editor-in-Chief of Advances in Vascular Surgery from its inception in 1991 until 2001.
Paul Worland, PhD
Chief Operating Officer
Press Ganey Associates, Inc.
Dr. Worland has been with Press Ganey since 2000 and was promoted to Chief Operating Officer in early 2006. Previously, Dr. Worland was the company’s Senior Vice President, Corporate Operations. Dr. Worland was responsible for establishing the company’s operational procedures, directing corporate-wide projects, maintaining quality control processes and standards, and overseeing the company’s training programs. Dr. Worland obtained his Ph.D. from the University of Notre Dame where he held a faculty position in the Department of Psychology prior to joining Press Ganey. Additionally, he served as a performance management and training consultant in the retail banking, telecommunications, and pharmaceutical industries.
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