NGPX 2025
November 17 - 19, 2025
Westin Rancho Mirage, Palm Springs, CA
For All Time: PX Now and Moving Forward
For All Time: PX Now and Moving Forward
MORNING WELLNESS RETREATS
A Letter from the Event Director:
As individuals dedicated to the well-being and satisfaction of others, it’s ingrained in your nature to extend care, support, and empathy to those around you. Each day, you all work tirelessly to ensure that patients receive the highest quality of care, that their experiences are positive and meaningful, and that their voices are heard and valued. However, in your noble pursuit of serving others, it’s all too easy to overlook a crucial aspect of your own well-being: self-care. This conversation comes up year after year at NGPX; so often in healthcare, you push yourselves to the limit, sacrificing your own needs and ignoring the signs of burnout and fatigue that quietly creep in. I’m in awe of every single one of you – your compassion, your empathy, your drive, and I want to take this opportunity to remind you that prioritizing your well-being isn’t selfish – it’s essential. Just as you advocate for the holistic care of patients and your staff, you must also prioritize your own physical, emotional, and mental health. You cannot pour from an empty cup, and it’s hard to effectively care for others if you are not caring for yourselves first.
The NGPX team would like to help you shift the narrative and recognize that your well-being matters. It’s not a luxury; it’s a necessity.
We know how busy you are, so as a thank you for all you do, we’ve included a morning of wellness and self-care activities as a gentle nudge and reminder to take that extra time to treat and take care of yourselves. You ALL deserve it, because when you’re replenished, rejuvenated, and resilient, you can better navigate the challenges of your profession with grace, compassion, and effectiveness.
Warm Regards,
Charleen Ring
Event Director, NGPX
(Limited Availability - Sign-Ups Required)
Is it Your First Time Attending NGPX? Join us for a networking experience to “brew” up some excitement for your first ever NGPX! Designed especially for first-year attendees, this cozy gathering provides the perfect opportunity to mingle, network, and connect with fellow newcomers and Advisory Board mentors.
At NGPX, we pride ourselves on being more than just a conference—we're a tight-knit community of like-minded professionals who return year after year, eagerly anticipating the opportunity to reconnect with old friends and make new ones. As you start your first-ever NGPX journey, our esteemed Ad Board Members are eager to welcome you with open arms and offer guidance, advice, and support.
We know meeting new people doesn’t come naturally to everyone, so take advantage of this relaxed and informal setting, reminiscent of your favorite neighborhood coffee spot, as we help take the intimidation and pressure out of socializing with a fun ice breaker and lightly structured discussion groups. Whether you’re seeking insights into the world of Patient Experience, looking to expand your professional network, or simply hoping to make some new friends, this social hour is the perfect opportunity to connect with like-minded individuals to forge meaningful connections that will last far beyond the duration of the conference. It’s going to be a latte of fun!
(Limited Availability – Sign-Ups Required)
2:00 pm - 3:00 pm
Registration & Badge Pick-Up
3:00 pm - 3:10 pm
Welcome Remarks
Charleen Ring, Event Director, NGPX
3:10 pm - 3:20 pm
Chairperson’s Opening Remarks
Sponsored by: Press Ganey
3:20 pm - 3:50 pm
Keynote: Avengers Assemble
Just as the Avengers assemble to protect the world, healthcare systems must unite their diverse strengths to deliver a powerful and unified patient experience. Inspired by the collaborative spirit of Earth's mightiest heroes, this panel will explore how multi-hospital organizations can harness the transformative power of patient experience to overcome challenges and achieve extraordinary results. Panelists will share insights on assembling a team of PX champions, developing a cohesive strategy that transcends individual facilities, and leveraging data and technology to create a seamless and exceptional patient journey across the entire system. Like the Avengers, attendees will learn how to combine their unique "superpowers" to achieve a common goal: delivering a patient experience that is truly greater than the sum of its parts.
- Identify strategies for building a high-performing, system-wide team of patient experience leaders and advocates, empowering them to drive change across diverse hospital settings
- Develop a cohesive, system-level patient experience framework that aligns individual hospital goals with a shared vision, ensuring a consistent and exceptional patient journey across the entire organization
- Explore innovative ways to leverage data analytics and technology to break down silos, personalize care, and create a seamless, integrated patient experience across multiple facilities
3:50 pm - 4:15 pm
Case Study Collaboration: Developing and Implementing a Course Focused on Narrating Care: How it Can Impact Behaviors and Results
This session explores the creation and implementation of a system-wide course designed to enhance the narration of care and its impact on clinician behavior and patient experience outcomes. Presenters from Houston Methodist will outline the course content, observational methods used to assess clinician behavior, and the resulting improvements—highlighting significant gains in domain scores across all eight hospitals and in 70% of participating units. Structured as an interactive workshop, the session will provide attendees with replicable tools, key learnings, and an implementation framework to support adoption within their own organizations.
- Describe course development and implementation for strengthening narration of care behaviors
- Provide practical guidance for other hospitals to validate and observe clinicians to see whether and how their behaviors comport or deviate from what is taught in the course
- Show how the course resulted in improvement performance in patient experience
4:15 pm - 4:35 pm
Partner Fireside Chat by PEP HEALTH
Sponsored by: PEP Health
4:35 pm - 5:05 pm
Panel: PX Leadership in an Era of Limited Resources: Creative Strategies for Impact
Patient experience leaders are increasingly challenged to drive meaningful improvements and maintain high standards of care despite tightening budgets and resource constraints. This panel will bring together experienced PX leaders who have successfully navigated these challenges by implementing innovative and cost-effective strategies. Attendees will gain practical insights into maximizing impact with limited resources, fostering creative solutions within their teams, and prioritizing initiatives for optimal results in today's healthcare environment.
- Identify and prioritize high-impact, low-cost strategies for enhancing patient experience across various touchpoints within resource-constrained settings.
- Explore creative and collaborative approaches to leverage existing resources, engage staff in innovative problem-solving, and build internal capacity for improvement in PX without significant financial investment.
- Develop frameworks for effective resource allocation and prioritization of PX initiatives to ensure maximum impact on patient satisfaction, loyalty, and overall organizational goals in an era of limited resources.
5:05 pm - 5:25 pm
Case Study: Reimagining Patient Experience: Weaving Together Technology and Conversation-Based Care
Patient well-being is deeply intertwined with the support of loved ones, extending beyond clinical treatment. Recognizing the critical role families play in emotional, psychological, and physical recovery provides concrete tactical steps to make them feel connected and valued within the hospital setting. Our expert panelists will share invaluable insights and takeaways.
- Discover actionable strategies to actively involve families in the care process, fostering a sense of belonging and value within the hospital community.
- Learn effective techniques to improve communication, promote shared understanding, and empower families in the patient's care journey.
- Gain insights into building a welcoming atmosphere and providing resources that recognize the vital role families play in fostering patient well-being and positive outcomes.
Sponsored by: Press Ganey