James Merlino, MD
Chief Transformation Officer

Dr. James Merlino joined Press Ganey in 2015 as president and chief medical officer of the Strategic Consulting Division. In 2018, he assumed the expanded role of chief transformation officer to ensure that Press Ganey’s solutions align with current and future industry needs. Prior to joining Press Ganey, Jim served as chief experience officer and associate chief of staff at the Cleveland Clinic health system, as well as a practicing staff colorectal surgeon at the organization’s Digestive Disease Institute. An accomplished surgeon and industry leader in improving the patient experience, Jim has played a critical role in shaping Press Ganey’s strategic direction. Under his leadership, the Press Ganey Strategic Consulting Division has experienced rapid growth, both in the number of consultants serving the company’s health care clients and in the breadth and depth of services they are able provide. In 2017 and 2018, they were named one of the fastest growing consulting groups in the United States by Consulting Magazine, and in 2018 they were named by Forbes as one of the best management consulting firms.

Craig Clapper, PE, CMQ/OE
Partner, Transformational Advisory Services

Craig Clapper is a founding partner of Healthcare Performance Improvement (HPI) and a partner in Press Ganey Transformational Advisory Services. HPI is a group that specializes in improving human performance in complex systems using evidence-based methods from high reliability organizations. Craig has 30 years experience improving reliability in nuclear power, transportation, manufacturing, and healthcare. He specializes in cause analysis, reliability improvement, and safety culture improvements. Craig has led safety culture transformation engagements for Duke Energy, US Department of Energy, ABB, Westinghouse, Framatome ANP, Sentara Healthcare, and Sharp Healthcare. Prior to being a partner in Press Ganey Transformational Services, Craig was the Chief Knowledge Officer of HPI, the Chief Operating Officer of HPI, the Chief Operating Officer of Performance Improvement International, Systems Engineering Manager for Hope Creek Nuclear Generating Station, and Systems Engineering Manager for Palo Verde Nuclear Generation Station.

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