The Bellevue Hotel, Philadelphia, PA
September 10, 2023 - September 12, 2023
Transforming the Human Experience.
Better patient experiences can provide better healthcare outcomes, improve patient engagement and build patient loyalty. With reimbursements being tied to performance, healthcare institutions are eager to maintain high patient satisfaction. After a tumultuous two plus years, healthcare providers are working diligently to get back on track with a myriad of other challenges.
The impact on how hospitals and healthcare systems deliver care is being approached a new point of view in a highly competitive market. The Patient Experience Office Summit brings together senior level healthcare executives responsible for their organization's patient experience strategy.
We’re excited to offer 9 hours Patient Experience Continuing Education credits (PXEs) through Patient Experience Institute (PXI). PXI is an independent, non-profit, committed to the improvement of patient experience through evidence-based research, continuing education and professional certification. PXEs can be applied towards Certified Patient Experience Professional (CPXP) applications and/or to maintain certification designation.
1:00 pm |
Registration, Itinerary Pick-up, & Refreshments |
2:15 pm |
Welcome Remarks
Presented by
Vishal Bhalla, Senior Vice President, Chief Experience Officer, Advocate Health Care |
2:30 pm |
Consider the Latter
Presented by
Gretchen Ramsey, MPS, Regional Director of Patient Experience and Volunteer Engagement, Penn State Health Leslyn Williamson, RN, DNP, MSN, MPH, NEA-BC, FACHE, Regional Vice President and Chief Nursing Officer, Penn State Health |
3:00 pm |
Rethinking Patient Relations: Strategies for Building a Culture of Trust & Safety
Presented by
Tyler Gegen, MBA, CPXP, Senior Director of Patient Experience, Mount Sinai Health Systems |
3:35 pm |
Roundtables & Refreshments – NON CE |
4:55 pm |
Finding Joy in the Workplace: How Staff Satisfaction Translates to Patient Satisfaction
Presented by
Matthew Fiddler, DHA CPXP, Director of Patient Relations, Augusta Health Stephanie Gedeon, MSN, RN, NPD-BC, Assistant Chief Nursing Officer, Augusta Health |
5:40 pm |
Day 1 Recap
Presented by
Vishal Bhalla, Senior Vice President, Chief Experience Officer, Advocate Health Care |
5:45 pm |
Networking Cocktail Reception
Sponsored by BlueSky |
7:15 am |
Breakfast & Itinerary Pick-Up
Sponsored by AMN |
7:55 am |
Day 2 Welcome
Presented by
Vishal Bhalla, Senior Vice President, Chief Experience Officer, Advocate Health Care |
8:00 am |
Digital Health and Engagement: The Front Seat in the Experience Journey
Presented by
Courtenay Bruce, JD, MA, CPHQ, Associate Chief Experience Officer, Associate Professor, Institute of Academic Medicine, Adjunct Associate Professor, Texas A&M Health Services Center, Houston Methodist System Katherine Sauceda, Director of Guest Relations and Patient Experience, Houston, Methodist Sugar Land Hospital Theresa Pinn-Kirkland, RN, CMGT-BC, Lead Care Manager, Houston Methodist Physicians’ Alliance for Quality, Houston Methodist |
8:50 am |
Roundtables & Refreshments – NON CE
Sponsored by GE Healthcare |
10:10 am |
The Era of the Smart Care Team is Here: How AI and Ambient Intelligence is Transforming Care Delivery
Presented by
Bruce Brandes, President, care.ai |
10:40 am |
The Importance of Patient Referrals
Presented by
Karen Lofty, MSW, LICSW, CPXP, Director of Patient Experience, Fresenius Medical Care |
11:15 am |
Roundtables & Refreshments – NON CE |
11:55 am |
Brainstorm Session |
12:30 pm |
Luncheon
Sponsored by Arjo |
1:30 pm |
VA’s CX Foundation: The VA Way
Presented by
John Boerstler, Chief Veteran Experience Officer, Veterans Experience Office |
2:00 pm |
Leveraging Incentives to Improve the Patient Experience
Presented by
Jason Ruda, MS, CPXP, Experience Director, Tandigm Health Elizabeth Terroni, MHA, Senior Director, Provider Performance Programs, Tandigm Health |
2:45 pm |
Roundtables & Refreshments – NON CE |
4:05 pm |
Root Cause Analysis as a Tool for Experience-Based Adverse Events
Presented by
Lindsy Anton, M.Ed., MHA/MBA, CPXP, Senior Manager, Business Strategy and Development - Patient Experience & Change Management, Baylor College of Medicine |
4:35 pm |
Revitalizing Organizational Culture: Cultivating a Person-Centered Approach
Presented by
David Weisman, Ph.D., CPXP, FPCC, Chief Experience Officer, NYC Health + Hospitals / Queens |
5:20 pm |
Day 2 Recap
Presented by
Vishal Bhalla, Senior Vice President, Chief Experience Officer, Advocate Health Care |
5:25 pm |
Roundtables – NON CE
Networking Cocktail Reception
Sponsored by Medical Informatics |
7:45 am |
Breakfast |
8:15 am |
Day 3 Welcome
Presented by
Vishal Bhalla, Senior Vice President, Chief Experience Officer, Advocate Health Care |
8:20 am |
Utilizing a PFAC to Enhance the Patient-Centered Culture
Presented by
Delinda Pendleton, Director, Patient Experience & Strategic Clinical Initiatives, Fox Chase Cancer Center |
8:50 am |
Staff Development – How Leadership Impacts Effectiveness & Quality of Service
Presented by
Jill S. Anderson, MBA, MBB, PMP, Vice President – Patient Experience, RWJBarnabas Health System Samantha Bobinski, Patient Experience Intern, RWJBarnabas Health System |
9:25 am |
Roundtables & Refreshments – NON CE |
10:05 am |
Succession Planning: Nurse Emeritus Programs
Presented by
AnnMarie Papa, Chief Nurse Executive, Emeritus, Jefferson Health |
10:40 am |
The Cost of Nurse Turnover: 3 Million Reasons for Change
Presented by
Heidi J. Zedlar MSN, MBA, RN, NE-BC, Chief Nursing Officer, Dedicated Nursing Associates |
11:10 am |
Panel: Leading Through Adversity – Building Endurance and Resiliency in Healthcare
Panelists
Matthew Fiddler, DHA CPXP, Director of Patient Relations, Augusta Health Michele Szkolnicki, RN, FACHE, CMPE, Senior Vice President & Chief Nursing Officer, Penn State Health Jose Torrez, Director of Food and Administration, University of Maryland Charles Regional Medical Center David Weisman, Ph.D., CPXP, FPCC, Chief Experience Officer, NYC Health + Hospitals / Queens
Moderator
Soojin Jun, BCGP, CPPS, CPHQ, Co-Founder, Patients for Patient Safety US |
11:55 am |
Closing Remarks
Presented by
Michelle Cardinal, Deputy Managing Director, Opal Group |
12:00 pm |
Close of Program |
Determining the Optimal Nurse – Doctor Relationship to Make Your Staff Effective
Challenges of Chief Nursing Executives in Small & Rural Hospitals
Population Health
Bringing Family Engagement into the Patient Experience Formula
Optimizing Nurse Resiliency
Tackling Population Health & What it Means for Today’s CNO
Dynamics of a Multi-Generational Nursing Staff
Understanding the Numbers: Making a Budget Work