Patient Experience Officer Summit 2023

The Bellevue Hotel, Philadelphia, PA
September 10, 2023 - September 12, 2023

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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

Current as of September 9, 2023

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,

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



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


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


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


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

  • 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
    Nurse Services
    Human Resources
    Nursing Administration
    Patient Engagement
    Patient Experience

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

    Allied Physicians Group &

    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


    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