Terri Veneziale, MBA


“At some point, we’re all going to become patients.  That’s my motivation: I want to be treated humanely and compassionately when it’s me laying in that hospital bed. My commitment to the Institute for Healthcare Excellence (IHE) and to helping health systems excel is personal. The work of IHE reinforces humanity in healthcare delivery, and does so in practical, teachable ways that augment the technical expertise with cultural competence.”

Terri Veneziale, MBA, has led the way for physicians and caregivers to enhance their patients’ experience since before patient experience was a popular career path.

She didn’t need someone to show her the way – the tragic loss of her mother at age 52 lit her path and gave her purpose. She wants to spare others the suffering her family went through, and the lack of communication that permeated the experience. Eventually, it was her work with communication in healthcare at Mayo Clinic that naturally brought her to work with the Institute for Healthcare Excellence (IHE). She brings not only personal commitment, but also a depth of knowledge that transcends industries.

Terri transitioned into healthcare 15 years ago, bringing with her a wealth of skills acquired over twenty years as a leader and change agent within the hospitality industry. These skills, along with close collaborations with clinical leaders, including William Maples, CEO of IHE, have led to the development of groundbreaking patient experience and healthcare communication programs.

She is currently Executive Director of Patient, Family and Employee Experience at WakeMed, Raleigh-Durham, North Carolina. The healthcare chapter of her career began at Mayo Clinic in 2000. She served as Patient Experience Manager at Mayo Clinic in Florida, and as director of the initial communication in healthcare program at Mayo Clinic.

Terri has worked in partnership with physician and executive leaders to develop strategies to enhance outstanding clinical service outcomes and results. While directing the communication program at Mayo Clinic in Florida, she collaborated with a team of physicians to develop multiple skills-based curricula aimed at enhancing communication throughout the institution. She also facilitated and taught innovative programs to clinical staff and assessed the impact on all clinical services.

In addition to inspiring others to achieve excellence through her work with IHE, she enjoys fitness activities and spending time with her son.