Session Number T17  Session Level I

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Elizabeth Schnell
Director, Brand Management
Henry Ford Health System
Detroit, MI
lschnel1@hfhs.org

Gerard van Grinsven
President and CEO
Henry Ford West Bloomfield Hospital
West Bloomfield, MI

Why would a corporate executive want to leave an important position in the Ritz-Carlton Hotel Company to build a hospital in West Bloomfield, Michigan? More to the point, why would the CEO of Henry Ford Health System take the risk of hiring a man who knew nothing about healthcare to be the CEO of a new hospital? The obvious answer is, to bring excellent customer service to healthcare, but the real answer is so much more. From the customer experience blueprint to the nation’s first healthcare culinary institute, Henry Ford is taking health and healing beyond the boundaries of our imagination.