with collaborative international presenter


Stephen Bender

Disney Institute

In his role as an account manager, Stephen is responsible for building and fostering client relationships to help establish needs, as well as short and long-term solutions. He focuses on the development of personalized solutions and building the initial strategy for our Disney Institute teams to help impact the client’s ultimate goals. Stephen brings a global perspective to the team, having led customer experience engagements in North America, Asia, Europe, and Africa. Prior to joining Disney Institute, he worked as a sales manager for Disney Event Group, where he developed convention accounts from the ground up to support the business. Additionally at Disney, Stephen was an entertainment manager for Disney Event Group, where he was responsible for Actors Equity direct reports and for managing a variety of personnel and logistical operations for special events. In this role, he developed long-term relationships with a variety of internal and external partners at all levels, including C-Suite executives. Stephen studied at Eastern Michigan University, and is a member of Phi Kappa Phi, the nation’s most selective collegiate honor society.

Daniel Coulton Shaw

Global Clinic Rating

Anyone who knows Daniel Coulton Shaw will tell you that he is an enthusiastic storyteller full of practical ideas that will set your head spinning. His entertaining presentations are largely inspired by the successes and failures from 152 forward-thinking international private medical organizations, health clusters, hospitals, clinics and practices across 26 countries worldwide of multiple specialities. Daniel works closely with this portfolio of leading private clinics, improving the way that these clinics & hospitals reach, book, and engage patients to increase their reputation & results. The patient innovation trends Daniel shares are always supported with insightful data & facts gained through the past 4 years as the ambassador for the GCR the Global Clinic Rating, an award-winning initiative co-founded by an employee of Google to enable both patients & healthcare professionals to compare the apparent quality of almost half a million private clinics & hospitals worldwide. When not on the road, Daniel loves to put theory into practice in the day-to-day running of a successful international dental clinic for English-speaking patients in central Europe that he co-founded back in 2007 as well as spending time “off the grid” with his family – exploring the world beyond phones & screens in the mountains, on the ocean, at great concerts, running races or serving those with limited access to education & care.

Irving Stackpole

Stackpole & Associates, Inc.

With decades of experience in healthcare, Irving Stackpole is the President of Stackpole & Associates, Inc., a strategy, marketing and research firm founded in 1991. Stackpole & Associates has conducted strategic research and marketing projects in the United States and internationally, and has worked for providers, governments and agencies on 4 continents, and many countries, including Costa Rica, Korea, India, Argentina, Colombia, Poland, Mexico, Cayman, Greece, as well as the EU and the UN. Irving is a mentor for the European Institute for Innovation in Health, an EU program to stimulate healthcare entrepreneurship. He edited Medical Tourism Marketing the 1st book on the subject, is the co-author of The Marketing Handbook in Health Tourism, co-hosts the podcast, The Medical Travel Show, is widely published, and has been quoted in The New York Times, The Financial Times, Forbes and many trade publications.

Joe Sweet

Cleveland Clinic

Joe Sweet is Director of International Development & Experience. Sweet drives the shaping and development of Cleveland Clinic’s international programs through strategic affiliations, consulting arrangements, health and wellness integration, patient experience expansion, and various clinical and research ventures which align to Cleveland Clinic’s global expansion initiative. Sweet exhibits vision, entrepreneurial passion, diverse operational, supply chain, financial leadership experience, and collaborative skills to architect and execute the strategic plan. Sweet has a knack for forward-thinking innovation and leading organizations through the key phases of planning and execution while identifying opportunities for continued improvement and growth. Since 2006, Sweet has steadily progressed through management to his current leadership role in developing strategic and beneficial international partnerships. Previous to Cleveland Clinic, Sweet spent seven years with GE Consumer & Industrial. At GE he excelled in Sourcing, Six Sigma, where he achieved Black Belt certification, and business development where he was a top performer as National Sales Leader in GE’s Consumer Division.

Lori Kondas

Cleveland Clinic

Lori Kondas is the Executive Director for the Office of Patient Experience for the Cleveland Clinic Health System. Working with the Chief Experience Officer, she provides leadership and direction for patient experience programs that have enterprise-wide impact in Patient Affairs, Operations and Best Practices. The Cleveland Clinic Patient Experience department includes a diverse team of professionals with demonstrated expertise in Service Excellence, Bioethics, Spiritual Care, Healing Services, Volunteer Services, Best Practices, Data intelligence, Ombudsman, End of Life Programs, Health Care Communication, Shared Medical Appointments, Business Development and Research. In collaboration with administrative and medical leaders across the system, Lori works to design, implement and evaluate programs that improve the delivery of healthcare services and enhance the experience for patients across the enterprise. In a previous role, as Director for two regional facilities, Lori led operational and business activities, identifying and driving improvement opportunities in key areas including, patient experience patient access, service line cost management, quality management, employee engagement and other facility functions. In collaboration with Clinical Institutes and regional leadership, she implemented strategic initiatives including institute growth strategies, new service line acquisitions and marketing plans.

Mario Škugor

Cleveland Clinic

Doctor Mario Škugor graduated Medical school in 1986 and spent 2 years as a research associate in the Institute for Nuclear Medicine in Zagreb. During 1991-1992 he was in the Croatian army. In 1993 he finished his residency in Nuclear Medicine and from 1993 to 1997 he was a researcher at Ohio State University working in the Bone and Mineral Metabolism Laboratory. From 1997-2000 he was a resident in Internal Medicine at St. Luke’s Medical Centre in Cleveland where he severed as chief resident in his last year. His Endocrinology fellowship in Cleveland Clinic was from 2000-2002 and he has been a part of the staff ever since. He served on the Board of Directors of Ohio River Valley Chapter of American Association of Clinical Endocrinologists and was president from 2007 to 2008. He was also an associated director of the endocrinology fellowship program 2009-2011. Moreover, he was the Vice-Chairman of the Global Patient Services at Cleveland Clinic from 2009-2013 and Interim Chairman from 2013-2014. Doctor Škugor is a clinical associate professor of medicine, and director of PBL case development at Cleveland Clinic Lerner College of Medicine of CWRU, and holds the Catherine and Edward Lozick chair in Endocrinology and Metabolism. He is also the Education director of the Institute for Endocrinology and Metabolism.

Ognjen Bagatin

Bagatin Clinic

Ognjen Bagatin is the CEO of Bagatin Clinic, one of the fastest growing small and medium-sized medical institutions which currently has 120 employees in two locations in Zagreb and one in Split. With his extensive knowledge and understanding of the private health system, he is a consultant for 20 clinics across Europe and Croatia in the field of cosmetic surgery, dermatology and dentistry. He is a member of the President Board of MBA Croatia, member of the Medical Tourism Council at the Croatian Chamber of Economy and member of the executive board of Croatian Employers Association for private clinics, hospitals and health care facilities.

Keith Pollard

International Medical Travel Journal (IMTJ)
LaingBuisson International

Keith is Editor in Chief of International Medical Travel Journal (IMTJ) and Executive Chairman of LaingBuisson International. Keith is one of Europe’s leading experts on medical tourism and cross border healthcare, attending and contributing to major conferences across the world on the subject. Keith has been involved in medical travel and cross border healthcare since the 1990’s. His career has embraced the management of private hospitals in the UK, research and feasibility studies for healthcare ventures, the marketing and business development aspects of healthcare and medical travel and publishing, research and consultancy on cross border healthcare. Within Intuition Communication, and most recently at LaingBuisson International, Keith has driven the company’s initiatives in the medical tourism sector and has a worldwide reputation as an opinion leader, speaker, commentator and adviser on medical tourism. He is responsible for the development of consumer-focused medical tourism sites such as Treatment Abroad, and the B2B resource, IMTJ – International Medical Travel Journal. Through his Health Tourism Blog, he provides valuable insight into the medical travel business. He has been responsible for many initiatives in the sector including the first patient guide to the EU Directive on Cross Border Healthcare, a Code of Practice for Medical Tourism and a Good Practice Score for Cross Border Reproductive Healthcare.

Sheila K. Stevens

Mayo Clinic

Sheila Stevens is the director of Training, Education & Coaching at the Office of Mayo Clinic Experience. Sheila is an instructor at Mayo Clinic’s Alix School of Medicine. She received her Master of Social Work degree from Marywood University and is a certified wellness coach, a certified tobacco treatment specialist and a Motivational Interviewing trainer. She has a wealth of experience developing curriculum and facilitating courses on various topics relating to patient experience, cultural competence, health behavior change, service recovery, leadership training and communication in healthcare. Sheila brought a unique combination of educational and work history to Mayo Clinic. She has held several clinical roles as a social worker and counselor and has taught courses at colleges and universities in both New York and Minnesota. In addition, she held past roles in human resources and public relations. For the past 7 years, Sheila has served as a member of the Advisory Board for Transitions, a supportive Apprenticeship program for individuals with intellectual disabilities.

Rahul Kashyap

Mayo Clinic

Dr. Rahul Kashyap is a physician scientist in Critical Care Medicine, and holds academic rank of Assistant Professor of Anesthesiology at the Mayo Clinic, Rochester, Minnesota, USA. Dr. Kashyap has completed post-doctoral research fellowship in Emergency Medicine and senior research fellowship in Critical Care Medicine at Mayo Clinic. He is a Faculty with the Mayo Clinic Alix School of Medicine and Mayo Clinic Quality Academy. He is a MBA graduate from Augsburg University, Minneapolis, USA. He has published 230+ articles in prestigious peer-reviewed journals. He has written book titled ‘Mayo Clinic Critical Care Case Review’. Dr. Kashyap is Principle/co- Principle investigator of several global projects, e.g. CERTAIN (www.icertain.org) and presents his work at NIH via SCCM Discovery meetings. He is an award winning public speaker. He has received awards for exemplary research, quality improvement and leadership. His research interest consists of Sepsis, Septic Shock, ARDS, Medical errors and Checklist. He has enjoyed coaching and mentoring residents, clinical fellows and young faculty members and teaches clinical research methodology in China, India, Indonesia, Philippines, UAE, USA and Viet Nam for more than a decade.

Doug Lansky

Doug Lansky is a tourism development thought leader who advises destinations and tourism companies and hotel associations around the world – from Singapore to Aruba, Google Travel to Amadeus – on strategy, management and visitor experience. He spotted a clear customer-service connection between tourism and healthcare, and has found a way to transfer best-practice examples from hospitality to hospitals. Doug has given acclaimed lectures at nearly 100 universities, spoken to a sold-out audience at National Geographic Headquarters, for the United Nations World’s Tourism Organization, as an after-dinner speaker at corporate events and at both public and industry travel/tourism conferences, at TEDx Stockholm, and set the attendance record for keynote lectures at the 2012 and 2013 ITB Berlin conferences.

Stephanie Trpkov

World Bank

Stephanie is a strategy consultant at the World Bank in Croatia. She specialises in strategic industrial transformation, and is active in projects that develop policies and institutional support for innovation ecosystems and competitiveness. With over a decade in management consulting in the SEE region, Stephanie has been focused on the design and deployment of Smart City solutions that, among others, include new models for healthcare services delivery for improved patient experience and health outcomes. She is experienced with projects and initiatives of the European Commission DGs and routinely translates innovation programs into actionable strategies. By leading several innovation initiatives, hackathons, design thinking workshops; establishing clusters/centres of competence, giving lectures on project development, mentoring start-ups on business modelling, and speaking at conferences, Stephanie facilitates ecosystem development and collaboration in technology driven sectors. She is a fellow of the G20 Global Solutions Initiative and holds a graduate degree in Applied Biochemistry, as well as an Executive MBA.

Karin Jay

Global Services – Planetree

Karin Jay is Senior Vice President at Global Services-Planetree, which she joined in June 2011, where she is working to expand the network of Planetree Affiliates internationally, and provide consultation to key stakeholders on the implementation of Planetree’s relationship-centered model of care and international certification criteria. Prior to joining Planetree, Karin spent 22+ years working in the accreditation and international quality/patient safety arena with The Joint Commission and Joint Commission International (JCI). Karin has been a contributing author on several publications focused on accreditation, patient-centered care, and patients’ rights. Karin has served on ISQua’s Advisory Forum on Partnerships with Patients, and The Advisory Board for Patient Value in Health Care for The Economist Intelligence Unit. Karin currently serves on ISQua’s Person-Centered Care Community of Practice, The Joint Commission’s Patient and Family Advisory Council, and is an active volunteer with several non-profit organizations. Karin holds a Master of Arts in Philosophy and Healthcare Ethics from Loyola University, Chicago, and a Bachelor of Arts from the University of Michigan, Ann Arbor.

Dragan Primorac

St. Catherine specialty hospital

Prof. Dragan Primorac, M.D., Ph.D., is a paediatrician, forensic expert, and geneticist. Professor Primorac is the first recipient of the title “Global Penn State University Ambassador.” Currently, he serves as the Chair of the International Affairs Committee of the American Academy of Forensic Sciences and as a professor at Eberly College of Science, The Pennsylvania State University and the University of New Haven, in the United States and as a professor at Medical Schools in Split, Rijeka, and Osijek. Also, he is a visiting professor at the College of Medicine and Forensics, Xi’an Jiaotong University, People’s Republic of China. He authored close to two hundred scientific papers (including publications in Science and Nature) and abstracts and he has been invited speaker at more than 150 conferences all around the world. His publications have been cited almost 6000 times (Google Scholar). His interests are in the field of personalized and regenerative medicine, genetics, metabolic bone and cartilage disorders, sports medicine, population genetics, etc. Currently, he serves as the Chairman of the Board of Trustees of St Catherine Specialty Hospital. In addition, he is Executive Committee member of the International Consortium for Personalized Medicine (IC PerMEd), and the president of the State competitiveness cluster in personalized medicine, The Croatian Society for Human Genetics, The Croatian Society for (Precision) Personalized medicine and of the Croatian Thematic Innovative Council for Health and Life Quality.

João Bocas

The Wearables Expert ™

João Bocas is an expert and keynote speaker in wearable technology and is a globally recognized business thought leader, mentor, advisor, and entrepreneur. His passion lies in helping others, sharing experiences, transferring knowledge, working collaboratively, and helping businesses adopt the latest digital trends and innovations. As a thought leader in wearable technologies, digital health, IoT and healthcare innovation, including AI (artificial intelligence), robotics and ML (machine learning), João explores the intersection of technology and business. This includes examining how new technologies continuously shape consumer behaviour, influence business models, and help brands amplify their message. He also analyses the impact of disruptive innovations and shares future trends in the marketplace. With over 25 years of hands-on experience in Professional Sport and Corporate environments working with senior management, Boards and executive teams, João has worked across Healthcare, Financial Services, Media, Sporting, and Third and Public Sector organisations. He has also amassed an admirable array of 17 formal professional qualifications while studying sport for 8 years. He was a Finalist in the Great British Entrepreneurs Awards 2015, a Top 100 Global Digital Health Influencer, and is a global advisor and board member of several tech companies.

Dave deBronkart

e-Patient Dave

“e-Patient Dave” is the world’s best-known activist for patient engagement and experience. His viral TED Talk “Let Patients Help” has been translated into 27 languages, the companion book is in nine languages, and his new book is Superpatients: Patients who extend science when medicine is out of answers. After surviving a near-fatal kidney cancer (median survival 24 weeks) by being highly engaged, he has become an entertaining, engaging and effective keynote speaker in healthcare. He was the Mayo Clinic’s 2015 Visiting Professor in Internal Medicine, as an advisor to the editors of the BMJ, testified in Washington for patient access to the medical record, is a co-founder and Chair Emeritus of the Society for Participatory Medicine, and has spoken at 600 events in twenty countries. He has appeared in Time, U.S. News, USA Today, Wired, MIT Technology Review, and the HealthLeaders cover story “Patient of the Future.” His writings have been published in the British Medical Journal, JMIR, Patient Experience Journal, and ASCO conference journal.

Nikica Gabrić

Klinika Svjetlost

Prof. PhD Nikica Gabrić is specialized in surgery of the anterior ocular segment, he carried out more than 60,000 cataract surgeries, glaucoma, refractive surgeries, corneal transplantation, and strabismus. He carried out surgeries in more than 17 countries worldwide, in more than 50 operating theaters, including the prestigious Fyodorov Institute in Russia. He gained work experience as a specialist ophthalmologist, and later as the Head of the Department of Ophthalmology in General Hospital Sveti Duh in Zagreb. He was the first one in Croatia who performed laser vision correction, and was founder and president of Lions Croatian Eye Bank. In 1998, he founded the clinic Svjetlost that soon became the leading private medical institutions in the field of ophthalmology in Southeast Europe. Prof. PhD Nikica Gabrić in the clinic Svjetlost introduces the latest trends in the field of ophthalmology modeled on the world-class medical centers of excellence around the world and creates a team of experts who carry out the most extensive surgical procedures on the eye. Today he is the director of Special hospital of ophthalmology Svjetlost, which from the status of polyclinic in 2010 grew into a clinic and became the first private university clinic in Croatia.


The commercial-scientific exhibition will be held at the hotel Valamar Lacroma in Dubrovnik. In order to provide the maximum quality and exposure to our exhibitors, all coffee breaks will be held in the exhibition area.


Conventus Credo Ltd.
Bogišićeva 2, 10 000 Zagreb, Croatia

MB: 2102510
OIB: 94766180676
ID: HR-AB-01-08057163

Tel: +385 1 4854 697
Fax: +385 1 4854 580
E-mail: anja@conventuscredo.hr

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