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The 7th Annual PX Agenda 2023

Monday, September 18, 2023

8:00 am Registration Opens

9:00 am - 12:30 pm Choose two Hands-on, Interactive Pre-Conference Workshops

2:00 pm Chairperson’s Welcoming Remarks

Laura Cooley, PhD, Editor-in-Chief, The Journal of Patient Experience

2:15 pm - 3:00 pm John Boerstler, Chief Veterans Experience Officer, Department of Veterans Affairs

3:00 pm - 3:45 pm Round Table Response Discussions

As a unique element of the symposium, delegates will engage in interactive roundtable discussions in response to the opening session. A “PX Host” will guide each roundtable group to enable meaningful exchanges. Attendees will form connections, exchange ideas, and share goals for attending the symposium.

3:45 pm - 4:30 pm The Naked Truth About Compassion is Revealed...A Return to the Heart of Healing “Patient Lee” Tomlinson, Cancer/Burnout Survivor

Using powerful stories from his near-fatal cancer battle, Lee succinctly defines compassion, reveals the one act that always relieves patient suffering, and provides three simple criteria to determine whether or not a patient/provider interaction was compassionate. Lee also reveals the #1 barrier preventing professionals from providing truly compassionate care, plus, how to fix it.

Lee then reveals the six actions patients find most compassionate and reconnects his audiences to the passion to relieve the suffering that got them into medicine in the first place. And, lastly, inspires them to recommit to providing compassion to benefit their patients, themselves, and the bottom line of the organizations in which their lives intersect.

  • Understand the definition of compassion and discover the one act guaranteed to relieve a patient's suffering when it is given or gotten

  • Learn the immense mental, physical, emotional, and financial benefits compassion provides for patients, medical professionals, and the hospital in which their lives intersect

  • Discover HCP’s #1 obstacle to providing compassionate patient care and inspire these HCPs to commit, in writing, to be more measurably compassionate than they are now

4:30 pm Opening Night Reception in Sponsor Showcase with Poster Viewing

Sponsorship Opportunity, contact

6:30 pm Leadership Dinner (Invitation Only)

Sponsored by NRC Health

Tuesday, September 19, 2023

8:00 am - Coffee, Poster Viewing and Networking Sponsorship Opportunity, contact

8:45 am Chairperson’s Opening Remarks

Laura Cooley, PhD, Editor-in-Chief, The Journal of Patient Experience

9:00 am - 9:30 am Beyond Happiness: Connecting Safety, Quality, and Experience Jim Merlino, MD, Chief Clinical Transformation Officer, Cleveland Clinic

It is a common misconception in healthcare that patient experience strategies are confined to delivering happiness to patients. Nothing could be farther from the truth. In reality, working with patients demonstrates that they are more interested in respect, communication, and relationships. Patients – and families, want their needs to be met. If we achieve that, patients will walk away from their healthcare encounter feeling fulfilled – and satisfied.

  • Understand the connectivity to safety, quality, and patient experience

  • Articulate a high-level strategy for executing a comprehensive patient experience strategy

  • Be able to use data to better tell their patient experience story

9:35 am -10:20 am Transformational Leadership Strategies to Advance Patient Experience

Moderator: Laura Cooley, Ph.D., Editor-in-Chief, The Journal of Patient Experience

Panelists: Brian Carlson, VP of Patient Experience, Vanderbilt University Medical Center

Additional panelists forthcoming

A panel of influential Executive Leaders from health systems across the US discuss the opportunities and challenges leaders face as they strive to transform healthcare experiences for patients, consumers, and members of the healthcare workforce. Panelists will share ideas on how to:

  • Implement health equity initiatives

  • Collaborate with other executives to integrate safety, quality, and clinical improvement efforts

  • Address digital transformations impacting experience

  • Engage and sustain a healthy workforce

10:20 am - 10:50 am Round Table Response Discussions

As the leadership panel concludes, conference delegates will engage in interactive roundtable discussions in response to prompts on transformational PX leadership. A “PX Host” will guide each roundtable group to enable meaningful exchanges. PX leaders from the panel will join the tables to maximize speaker-attendee connections.

10:50 am - 11:20 am Networking Break in Sponsor Showcase

Sponsorship Opportunity, contact

11:20 am - 12:00 pm Choose Between Interchangeable Tracks

Track A

Camille Burnett, Ph.D., MPA, APHN-BC, BScN, RN, DSW, FAAN, CGNC, Vice President, Health Equity, Institute for Healthcare Improvement

Track B

The Impact of Digital Transformation on Patient Experience in Hospitals in the US Anne Snowdon, Ph.D. Chief Scientific Officer, HIMSS

Global health systems are progressing toward digital transformation to strengthen performance and sustainability. This presentation will examine the empirical evidence of patient experience outcomes relative to advances in digital maturity in US hospitals.

  • Describe trends and shifts in expectations of citizens in the post-pandemic era relevant to health and care

  • Examine the relationship between digital transformation and patient experience in US hospitals

  • Discuss the implications of advances in digital transformation and the role of patients in managing their health and care

12:00 pm - 1:30 pm Lunch and Poster Viewing in Sponsor Showcase

Sponsorship Opportunity, contact

1:30 pm - 2:10 pm Choose Between Interchangeable Tracks

Track A

Elevating Experience: Surveys are Not Enough Moderator: Gregory Makoul, Ph.D. MS, Chief Transformation Officer, NRC Health

Panelists: Susan Edgman-Levitan, PA, Executive Director, John D. Stoeckle Center for Primary Care Innovation Massachusetts General Hospital Additional Panelists: TBA

Over the years, the approach to improving patient experience has relied on retrospective surveys. While surveys certainly have their place, national data shows that improvement plateaued in 2017, years before the onset of the pandemic. It is clear that elevating experience requires a fresh approach, one that sees the experience as extending beyond the care setting, recognizes the importance of experience on both sides of the stethoscope, prioritizes human connection and health equity, and puts ‘How are you doing?’ on equal footing with ‘How did we do?’. This panel will focus on what it takes to turn aspiration into action.

  • Summarize the traditional approach to assessing and improving patient experience

  • Articulate essential elements of a fresh approach geared toward elevating the experience

  • Identify a realistic initiative that will help move their organization from aspiration to action

Track B

Why a Ruckus is Needed to Transform Healthcare Moderator: Denise Wiseman, Ph.D., MBA, CPXP, Founder and President of The PX Community

Panelists: Thomas Dahlborg, President & CEO, Dahlborg HealthCARING Leadership Group, LLC (DHLG)

Danie Turpin, CPXP, Director of Total Performance and Quality Improvement

Roseanna Galindo, ECBA, CAVS, Principal, Periscope Business Process Analysis

The healthcare crisis is at the front of the conversation everywhere you turn. Burnout and staffing are the issues leading the discussion. However, concerns regarding our lack of progress towards improving safety, quality, outcomes, and experience, after decades of regulations intended to improve each, are included topics. Many have made localized positive and well-intentioned efforts, but we have not achieved measurable and sustained improvements across healthcare. Join panelists Thomas Dahlborg, Danie Turpin, and Roseanna Galindo with moderator Denise Wiseman as they share why the infusion of love and compassion, the introduction of improvement science methodology, the adjustment to our data use and perspectives, and other Ruckus-making ideas are needed to make sustainable transformation across healthcare.

  • Gain awareness of what has held us back from making a difference in healthcare, though many have expended much time and energy

  • Explore the actions and participants needed to shift the paradigm and open the door to transformation

  • Identify one or two actions each participant can take to make a ruckus that makes a difference

2:20 pm - 2:50 pm Choose Between Interchangeable Tracks

Track A

Leveraging Consumer Insights in Healthcare Design Julie Rish, Ph.D., Clinical Psychologist and Associate Chief Improvement Officer of Design, Cleveland Clinic

People expect good care. A well-rounded patient experience is the expected norm and influenced patient choice for their care. Choice is driven by emotions and human-centered design is the most comprehensive method to elicit and understand human emotion and behavior. It is a known differentiator and in a competitive landscape, understanding the factors that drive choice can be the difference between success and failure.

  • Define essential strategies to engage patients in healthcare design and delivery

  • Explain why human-centered design is a methodology of choice

  • Identify 2 human-centered design methods

  • Articulate key pain points identified from patients’ and caregivers’ perspectives’ (can add specifics based on which examples we choose to use to highlight the work)

Track B


2:50 pm - 3:20 pm Networking Break in Sponsor Showcase

Sponsorship Opportunity, contact

3:20 pm - 3:55 pm The Other End of the Stethoscope Marcus Engel, M.S., CSP, CPXP, Author & Patient Advocate, Co-Founder of the I’m Here Movement

This remarkable story illustrates how healthcare providers sustained body and mind in the face of incredible trauma. Marcus’ touching tale of trauma, hospitalization and healing will provide insight from ‘the other end of the stethoscope.’ The value of excellent skills and the remarkable impact of healthcare professionals is honored and recognized. Heartwarming and hilarious, this presentation will remind healthcare professionals why they do what they do and inspire dedication to excellence in patient care.

  • Convey the foundation of compassionate care: human presence

  • Demonstrate an understanding of individual patient and family needs in a clinical setting

  • Implement best practices in patient communication

4:00 pm - 4:35 pm Engaging Patients and Families in Quality and Safety: A Deep, Transparent Partnership Armando Nahun, Cofounder and Principal, H2pi; Founding Member, Patients for Patient Safety

This session will begin by introducing Amando’s family and the shocking realization that three family members had become infected by their medical care in three different hospitals in three different states in just ten months. This session will also describe the severity of the situation and the emotional toll it took on their family, all emphasizing the need for change.

Armando will then emphasize what happens when patients get engaged in their care, the benefits for patients and families to partner with their healthcare, share what healthcare leaders across the country are saying and inspire the audience with a success story on sepsis.

  • Communicate loss in a way that successfully creates an impetus for change

  • Motivate caregivers to actually modify behaviors in the delivery of care

  • Recognize and explore opportunities for engaging patients in improvement work that participants can be in action on now

  • Understand the national trends around patient and family councils that are focused on a partnership to improve safety and quality

  • Describe the value patient and family partnership councils provide to hospitals and other provider organizations

4:35 pm - 5:15 pm Round Table Response Discussions

As a unique element of the symposium, delegates will engage in interactive roundtable discussions in response to their learnings throughout the day. A “PX Host” will guide each roundtable group to enable meaningful exchanges. Attendees will form connections, exchange ideas, and share key takeaways from the day at the symposium.

Wednesday, September 20, 2023

8:00 am - Coffee and Poster Viewing in Sponsor Showcase

Sponsorship Opportunity, contact

9:00 am - 9:30 am Choose between Interchangeable Tracks

Track A

High-Performing Patient & Family Advisory Councils: Winning Strategies and Best Practices Barbara Lewis, MBA, Founder, Joan’s Family Bill of Rights

Patient & Family Advisory Councils (PFACs) have been around for over 40 years, yet only about half of hospitals have a PFAC. Some health systems have embedded PFACs in many hospital areas. One regional health system has over 20 PFACs while others have 9 or 10. Why do some hospitals have numerous PFACs, and others have opted not to field one? This session explores best practices in launching a PFAC and in sustaining a successful and impactful PFAC. Hear about the research on the most prevalent characteristics of hospitals that have PFACs, learn about the comprehensive process that one health system uses to ensure PFAC members are engaged and departments are queuing to present their inquiries, understand the importance of metrics and the guidelines on measurement that validate the PFAC, recognize a PFAC that needs a transfusion to boost efficacy, and more. If your organization is committed to patient-centeredness, then PFACs should be at the forefront of co-designing patient care.

  • Explain the stages of PFACs and where your PFAC is in the ecosystem

  • Implement a program to measure every PFAC project

  • Develop a comprehensive process that ensures success for every PFAC project

Track B

“Short, Modern, Smart” An Innovative Feedback and Response Program for the Modern Patient Colleen Russell, Director of Engagement, Northwestern Memorial Healthcare

Northwestern Medicine realized it needed to transform its survey process to directly support NM’s Patients First mission and develop a more contemporary approach to gathering feedback. The new survey platform and survey redesign have allowed NM to enable real-time performance improvement within the system and gather the information that is important to the patient experience. This presentation will walk you through NM’s decision to implement a Short, Modern, Smart survey and the benefits the organization has seen to date.

  • Recognize problem areas and challenges with current engagement tools and processes (e.g. format, timeliness, scalability)

  • Share Northwestern Medicine's approach to innovating existing survey programs

  • Replicate the process of capturing the right patient feedback at the right time

  • Share technology advances NM implemented that improve the patient feedback process

9:40 am - 10:10 am Choose Between Interchangeable Tracks

Track A Revitalizing Patient Experience in the Post-Pandemic Environment Richard Evans, MA, Senior Vice President Patient Services and Chief Experience Officer, New York Presbyterian

Across the nation, patient experience ratings declined dramatically through the later phases of the pandemic, reversing a decade-long rise in metrics previously. The decline in scores reflects many of the challenges faced by hospitals in the pandemic including restrictions on visitation, staffing shortages, and supply chain challenges. How can an organization meaningfully restore its patient experience and patient ratings in the current challenging environment? This session will share a strategic approach deployed at New York-Presbyterian Hospital that has achieved measurable improvement in patient experience over the last two years.

  • Identify the operational challenges to patient experience and ways to address those challenges with evidence-based best practices

  • Analyze patient experience data for their organization and identify a pace and cadence of interventions that can be implemented over time

  • Learn about innovations being deployed at NYP that may help both recover and accelerate patient experience metrics improvement

Track B

Speaker TBA

10:10 am - 10:40 am Networking Break and Poster Viewing in Sponsor Showcase Sponsorship Opportunity, contact

11:25am - 12:25 pm The Science and Practice of Simple Well-Being Strategies J. Bryan Sexton, Ph.D., Associate Professor; Director, Duke Center for Healthcare Safety & Quality, Duke University Health System

This session demonstrates the evidence behind optimism as a muscle that can be strengthened and provides a surprisingly simple intervention for cultivating hope.

  • Demonstrate the role of positive emotions in well-being

  • Examine relationships between optimism and longevity

  • Define burnout in practical terms

12:25 pm - 1:15 pm Lunch and Poster Viewing in Sponsor Showcase

Sponsorship Opportunity, contact

1:15 pm - 1:50 pm Sandra Bruce Nichols, MD, FAAFP, MHCDS, MS, SVP, CMO, Health Inclusion & Community Engagement - UHG Chairwoman, National Medical Fellowships, Vice Chairman ASTHO Alumni Society, Former State Health Officer of Arkansas

1:50 pm - 2:25 pm A Roadmap for Improving Healthcare – The Customer Experience and Journey Robert Otto Valdez, Ph.D., M.H.S.A, Director, Agency for Healthcare Research and Quality

Patients and their caregivers, especially those with multiple chronic conditions as they age, increasingly interact with multiple actors and many touchpoints throughout episodes of care. As a result, we need a better roadmap for understanding the customer journey and their social experience over time and place to provide high-quality healthcare. These changes require healthcare systems to integrate multiple business functions and partners to create and deliver care. What do we know about customer service, customer journey, and experience management in healthcare? What are the critical research areas to advance care delivery and health outcomes?

  • Define customer experience and customer journey

  • Understand the historical perspective on customer experience in healthcare

  • Outline critical research needed for improving the quality of healthcare across sites of care and time

2:25 pm - 3:00 pm Round Table Response Discussions

In response to the closing session, delegates will engage in interactive roundtable discussions in response to their learnings throughout the day. A “PX Host” will guide each roundtable group to enable meaningful exchanges. Attendees will contribute ideas and express actionable goals as they leave the symposium.

3:00 pm Closing Remarks

Laura Cooley, PhD, Editor-in-Chief, The Journal of Patient Experience


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