Lina Hodac is the director of performance improvement and research for the Baptist Health Care Leadership Institute in Pensacola, FL. In this capacity, she assists healthcare organizations across the country to build a culture of excellence by incorporating customers’ voices into service design and delivery. Ms. Hodac also designs customer feedback systems and conducts best practice analyses of patient, employee, and physician satisfaction data.

Ms. Hodac has helped to develop and coordinate Baptist Health Care’s Service Excellence and Listening and Learning Strategies. As a team co-leader and a member of the steering committee, she was instrumental in securing the Malcolm Baldrige National Quality Award for Baptist Hospital, Inc. in 2003. She is a 2007/2008 State of Florida Sterling Council Quality Examiner.