Patient Experience Officer Summit - Philadelphia, PA

Conference Details
Speakers & Agenda
Hotel Information
Participate

Welcome to Opal Group’s premier event for senior patient experience leaders!

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.

The Summit Experience

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

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The Bellevue Hotel
200 South Broad Street, Philadelphia, PA

The Patient Experience Officer Summit is an invitation-only event for senior experience leaders from hospitals, healthcare systems, physician groups, nursing home facilities, assisted living facilities, and senior living facilities. Registrations are complimentary for qualified healthcare experience leaders and include 2 nights of accommodations, meals, networking functions, roundtables, and access to all conference sessions. Solution providers can attend through sponsorship with a limit of two companies per category.

We welcome nursing administrators and solution providers to be involved.

The Challenging Leadership Role of the PXO
Patient Experience vs. Patient Satisfaction
Best Practices to Align Consumer’s Preferences to Experience
How Administrative Burdens Diminish the Human Connection
The Connection Between Quality, Safety and Experience
Prioritizing Patient Experience to Yield Positive Financial Outcomes
Improving Digital Health while Optimizing Patient Experience
Addressing Consumer Dynamics in Healthcare
Reframing Failures to Build Resiliency and Reliability
Digital Engagement: The Front Seat in the Experience Journey
The Evolving Needs and Expectations of Tech-Savvy Consumers
Providing Best-in-Class Experience with Workforce Instability
Patient Experience + Employee Experience = Human Experience

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

Testimonials

Chief Patient Engagement Officer
Chief Nursing Informatics Officer
Chief Nursing Information Officer
Chief Nursing Officer
Chief Nurse Executive
Chief Operating Officer
Senior Nurse Leader
Patient Experience Officer
EVPs, SVPs, VPs & Directors of:
Patient Care
Patient Services
Clinical Operations
Nursing
Staffing
Nurse Services
Human Resources
Nursing Administration
Operations
Patient Engagement
Patient Experience
Telehealth

Excellent content. Pearls to walk away with and implement right away! CXO & COO

Allied Physicians Group & Adjuvant.health

I learned a lot from the vendors and from the other presenters. It was a great conference/symposium. I especially appreciated how several institutions met with a vendor at the same time. It allowed us to learn what other institutions are currently doing, and what they are looking at for the future. It was great for networking and learning. Director of Patient Experience

MD Anderson

Excellent learning shared from relevant industry leaders in patient experience and care areas. Vice President Patient Experience & Operations

HealthPoint

I had a great time connecting with other leaders in the field of patient experience. System Director of Patient Experience

Kettering Health Network

A beautiful meeting full of energetic and positive thinking people. Director of Patient Experience

Hackensack Meridian Health Network John Theurer Cancer Center

Sponsors

Patient Experience Officer Summit 2023

Welcome to Opal Group’s premier event for senior patient experience leaders!

The Summit Experience

Current as of September 9, 2023