Next Generation Patient Experience 2017

November 28-November 30, 2017

Rancho Bernardo Inn, San Diego, CA


Day Three: Patient Experience Innovation & Technology

8:15 AM - 9:00 AM Registration And Networking Breakfast


Charleen Ring

Event Director
Next Generation Patient Experience

9:10 AM - 9:40 AM Guest Speaker: Implementing Technology And Internal Processes To Support The Patient Experience Of The Future

Chris Kay, Senior Vice President and Chief Innovation Officer, Humana
It’s not hard to imagine the next generation patient experience. The hard thing is to make it happen.

Chris Kay, former chief innovation officer for Humana will describe a next generation patient experience that’s focused on people’s lifelong needs for health and health partners. It’s an experience that’s imagined with empathy, designed around people and enabled by technology.

Drawing on his experiences in healthcare, and also in retail and financial services, Chris will also talk about the challenges of delivering new customer experiences at scale, and how to:
  • Build belief and confidence at all levels, from customers to CEOs
  • Evolve old business models and invent new ones
  • Lead cultural change – what things get done, how things get done
  • Create partnerships and build new capabilities
  • Move quickly, manage risk and see opportunity in uncertainty


Chris Kay

Senior Vice President and Chief Innovation Officer


Ellen-Jo Boschert

Chief Operating Officer
TLC Vision

10:00 AM - 10:20 AM Strategically Implementing A Successful Patient Financial Experience Program

Stacy Calvaruso, Associate Vice President, Patient Access, LCMC Health
This program will assist organizations with identifying the health of their communications with patients related to their Patient Financial Experience. Participants will be given key strategies they should deploy to improve communications related to financial obligations, payer benefits, and options available to patients so that the overall Financial Experience does not negatively affect the overall Patient Experience.


Stacy Calvaruso

Associate Vice President, Patient Access
LCMC Health

10:20 AM - 10:40 AM From Déjà vu…to Deja Do!

Simone Josey, MD, Podiatrist & Founder, Dr. Simone International
A positive and successful Patient Experience starts with the clinician. With healthcare provider burnout on the rise, it is important to focus on the needs of your team. Does your staff need a recharge or a reset? Are you tired of the same issues occurring year after year? Are the frequent changes in healthcare bringing your office moral down and shunting productivity? Are you looking to motivate your team with new insight? During this content-rich, thought-provoking, unconventional, and dynamic session, Author, Keynote Speaker and Physician Dr. Simone Josey delivers a presentation that is sure to ‘awaken’ audiences everywhere! Watch your office goals for productivity go from dreams to reality!


Simone Josey, MD

Podiatrist & Founder
Dr. Simone International

10:40 AM - 11:10 AM Networking And Refreshment Break In The Solutions Zone

11:10 AM - 11:30 AM The Highly Reliable Patient Experience

James Grayson, Administrative Chief of Staff, West Cancer Center
Retired from the aviation industry, James Grayson brings first-hand knowledge and experience into the similarities between commercial aviation and healthcare. Commercial aviation has a highly-reliable safety experience – one that is the envy of many industries most especially healthcare. But do the airlines have a reliable customer experience in total? West Cancer Center is bringing high-reliability concepts to bear on the patient experience holistically – safety, scheduling, continuity of care, quality provider time. This matrixed approach to reliability enables the organization to map our patient’s journey fully and to mitigate risk, including the risk of simply not fully meeting their expectations, earlier and more comprehensively. In this session, attendees will gain insights into:

  • Understanding why high-reliability pursuits in healthcare must recognize the far more human component as compared to traditional high-reliability industries
  • Recognizing the interdependencies of safety and patient experience
  • Developing the cheat sheet of “must do’s” around reliability of the patient experience


James Grayson

Administrative Chief of Staff
West Cancer Center

11:30 AM - 12:00 PM Wrap-Up Panel – Lessons Learned and Takeaways

Saying goodbye is hard, especially after an inspirational three days at NGPX with old and new friends and colleagues alike. We’re hoping this wrap-up will give you the closure needed to package all of your takeaways with a neat little bow to take back to work on Monday morning.

Using the top forward –thinking topics submitted by your peers during our day two morning ice breaker, these free flow discussions will be your chance to take a deep dive into the specific areas you came to discuss and what the future of patient experience .

12:00 PM - 1:00 PM Lunch For All Attendees

1:00 PM - 1:00 PM NGPX 2017 Concludes, See You Next Year!