NGPX 2025 » From Silo To Network

NGPX 2025

November 17 - 19, 2025

Westin Rancho Mirage, Palm Springs, CA

From Silo To Network

From Silo To Network

For All Time: PX Now and Moving Forward From Silo To Network A New Way Of Patient Experience
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7:00 am - 8:00 am Registration & Breakfast

7:00 am - 8:00 am Private Breakfast Workshop by Zebra Technologies

8:00 am - 8:10 am WELCOME REMARKS

Charleen Ring, Event Director, NGPX 

8:10 am - 8:20 am Chairperson's Opening Remarks

8:20 am - 8:40 am Opening Keynote: The Patient Experience Revolution: Using ROI To Drive Organizational Change

While patient experience leaders understand its critical value, the greater challenge lies in engaging stakeholders who remain unconvinced. How can data be transformed into a compelling narrative that mobilizes leadership, clinicians, and board members into action? In this opening keynote, a leading expert will share real-world strategies for leveraging HCAHPS data to influence decision-makers, align organizational priorities, and embed a sustainable culture of patient-centered care. 

  • Learn how to analyze and present HCAHPS data to clearly connect patient experience with outcomes that drive organizational success—reputation, reimbursement, and retention 
  • Gain tools for articulating the ROI of patient experience initiatives across audiences, from the C-suite to the front lines 
  • Explore proven approaches for using data to secure buy-in, advocate for investment, and foster long-term commitment to experience excellence

8:40 am - 9:10 am Panel: Breaking Through The Silos: Integrating PX From The Top – Down

Is your patient experience strategy struggling to gain traction across your organization? Join our panelists as they discuss the critical challenge of siloed efforts and explore how to build a truly integrated PX approach, starting at the highest levels. Hear how leaders have successfully fostered a unified vision, empowered cross-functional teams, and achieved remarkable improvements in patient satisfaction and loyalty. 

Objectives: 

  • Gain insights on establishing executive-level commitment and accountability for patient experience across all departments and functions 
  • Discover practical strategies for fostering cross-functional collaboration and breaking down communication barriers to create a unified PX vision 
  • Learn how to empower teams at every level to actively contribute to and own the patient experience, leading to measurable improvements in satisfaction and loyalty 

9:10 am - 9:30 am Partner Keynote by NRC Health: Elevating the Patient Experience in Healthcare: Insights and Innovations

In an evolving healthcare landscape, the patient experience stands as a cornerstone of quality and success. NRC Health will dive into the next generation of strategies for enhancing patient journeys. Through data-driven insights, cutting-edge technologies, and a deep understanding of human needs, attendees will explore actionable approaches to cultivate empathy, personalize care, and foster lasting patient loyalty. Join us to discover how to leverage NRC Health's comprehensive platform and research to transform your organization's patient experience and achieve new heights in patient-centered care. 

  • Learn how to effectively utilize patient feedback, market research, and healthcare analytics, as championed by NRC Health, to gain profound insights into patient needs and preferences, leading to more targeted and impactful improvements 
  • Discover practical applications of programs like NRC Health's Human Understanding Program to cultivate empathy and build stronger patient-provider relationships, ultimately fostering a more positive and supportive care environment 
  • Explore how comprehensive platforms, such as NRC Health's MyView™, can streamline the management of patient experiences, enabling healthcare organizations to proactively address concerns and create more seamless and personalized journeys 

9:30 am - 9:50 am Keynote: Head, Heart & Hands: How To Achieve Results By Taking Action

This dynamic keynote will delve into the tangible journey of transforming patient experience from aspiration to impactful results. Discover how one hospital, ascended to become a patient experience leader in South Florida. Attendees will gain actionable tactics – the "Hands" – grounded in understanding both the logic ("Head") and motivations ("Heart") of their teams. Learn how to create a clear roadmap, implement impactful standard work changes based on CMS star ratings, foster frontline engagement and accountability, and validate progress through data-driven strategies, including the development of a "Care Action Tactic Playbook. This session will equip leaders with a practical framework to move beyond conceptual discussions and implement concrete actions that drive significant and measurable improvements in the patient experience. 

Objective: 

  • Explore the step-by-step journey of a hospital that moved from a challenging starting point to achieving top-tier patient experience scores 
  • Learn how to effectively communicate the "why" behind patient experience initiatives and empower frontline staff – from nurses to technicians – through revised standard work, targeted training, and fostering a culture of accountability 
  • Understand the crucial role of data in driving and validating patient experience improvements. How metrics like CMS star ratings can inform changes in standard work 

9:50 am - 10:30 am Morning Networking Break in the Xperience Lounge

9:50 am - 10:30 am Xperience Theater Spotlight: Fostering Innovation in PX

Join us in our new cozy Xperience Lounge Theater—right next to the coffee and snacks—for a series of quick, high-impact sessions designed to inspire and inform. PX leaders will share real-world innovations, successful programs, and actionable insights that drive organizational change while empowering both patients and staff. 

These 10-minute spotlights are designed for easy listening and meaningful takeaways you can bring back to your team.


  • 10:00–10:10 AM – Listening Differently: Next-Gen Approaches to Patient Experience Innovation 

Stephanie Bayer, Senior Director, Patient Experience, Cleveland Clinic 

Gone are the days of passive monthly “meetings” with patients. Today’s approach requires a focus on collaboration, engaging patients at the design level, and sharing the true state of healthcare systems to learn from lived experiences. This session explores innovative strategies to elevate patient engagement and experience by leveraging automation, design thinking and safety practices.  

  • Reducing friction points is a key driver of system-wide improvement, with tools like AI-powered sentiment analysis leading the way in problem solving.  
  • Attendees will gain practical insights into solutions such as scripting, data reviews, automation of patient feedback dissemination and utilizing actionable solution sets to drive meaningful improvement. By reducing friction and building trust, healthcare systems can foster deeper connections with patients while driving sustainable improvements in care delivery. 

 

• 10:15–10:25 AM – Partner Spotlight 

10:30 am - 10:50 am Keynote:

10:50 am - 11:10 am Partner Keynote: Leveraging Technology to Embed Patient Experience into Every Department and Touchpoint

To create a truly patient-centered organization, experience must be woven into the fabric of every department, workflow, and interaction. This session explores how technology can be a powerful enabler in shifting from fragmented efforts to a fully “networked” model of care. Attendees will gain practical strategies and innovative solutions for breaking down silos, fostering cross-functional collaboration, and delivering a unified, consistent, and exceptional patient experience at every touchpoint. 

  • Identify the key technological tools on the platform that enable the integration of patient experience across diverse departments 
  • Explore practical strategies for leveraging technology to facilitate seamless communication, information sharing, and collaboration among various departments to ensure a consistent and coordinated patient journey. 
  • Learn how to use data and analytics to measure the impact of integrated patient experience initiatives, identify areas for improvement, and drive continuous optimization across the organization.

11:10 am - 11:30 am Keynote: Redesigning the First 48: Innovation at the Intersection of Patient Experience and Clinical Outcomes

The hours immediately following hospital discharge are among the most critical in a patient’s journey—yet they often remain the most fragmented. Medications go unfilled, care plans are misunderstood, and complications can escalate quickly. In this compelling keynote, Dr. Eric Leroux shares how real-time follow-up calls within 48 hours of discharge can close dangerous care gaps, reduce preventable readmissions, and meaningfully improve patient experience. Drawing on clinical insight, operational strategy, and human-centered design, this session makes a powerful case for treating post-discharge follow-up as both a clinical imperative and a strategic advantage. 

  • Learn how a structured 48-hour post-discharge call program can improve patient satisfaction and reduce readmissions 
  • Discover how to apply design thinking and workflow redesign to scale follow-up interventions across departments 
  • Understand the impact of early engagement on building trust, improving outcomes, and preventing harm at a critical moment in the care continuum

11:30 am - 11:35 am 5 Minute Transition

11:35 am - 12:35 pm Interactive Roundtable Discussion (Choose 2 – 30 Minutes Each)

An NGPX Favorite! Join us for our Terrace Talk Roundtables, a series of intimate and engaging discussions designed to foster deep connections and insightful conversations among patient experience leaders. Set against the stunning backdrop of the Palm Springs mountains, these roundtables offer a unique opportunity to get out of the conference room, bask in sunshine and fresh air, and delve into critical topics in a relaxed and scenic atmosphere. Each roundtable will feature a specific topic and be led by a knowledgeable moderator, ensuring a focused and productive dialogue. With 10-15 patient experience leaders at each table, participants will have the chance to share their insights, learn from their peers, and explore innovative solutions to common challenges. 

  1. Focused Discussions: Engage in in-depth conversations on pertinent patient experience topics, gaining new perspectives and ideas 
  2. Peer Learning: Benefit from the collective expertise of fellow leaders in the field, sharing challenges and best practices 
  3. Networking: Build valuable connections with peers who share your passion for improving patient experience 
  4. Innovative Solutions: Explore cutting-edge strategies and technologies that can be applied to your organization 

 

Roundtable #1 – Topic TBA 

Moderator TBA, HID Global 

 

Roundtable #2  - Beyond Translation: Building Trust Through Language Access and Cultural Competence 

 

Roundtable #3 - From Scores to Strategy: Using PX Data to Drive Systemwide Change 

 

Roundtable #4 - Guiding the Journey: Enhancing Patient Confidence Through Proactive Navigation 

 

Roundtable # 5 - Protecting the Front Line: Addressing Workplace Violence to Safeguard Experience 

 

Roundtable #6 - Healing the Healers: Supporting the Emotional Health of Your PX Workforce 

 

Roundtable #7 - Designing the Digital Front Door: Meeting Patients Where They Are 

 

Roundtable #8 - PX + AI: How Predictive Analytics Are Shaping the Future of Experience 


Roundtable #9 - From Passive to Empowered: Rethinking Patient Engagement Across the Care Journey 

12:35 pm - 1:35 pm Lunch for All Attendees

12:35 pm - 1:35 pm Private Lunch Workshop: Hosted by Press Ganey

1:35 pm - 1:45 pm Chairperson’s Remarks

1:45 pm - 2:05 pm Case Study Panel: Burnout in Healthcare and the Impact on Safety

Patient experience is more than just the patient journey; it all starts with the staff. Challenged in the face of a high stress environment, hospitals systems must navigate the complexities of an employees’ needs to avoid burnout and promote positive patient engagement. Attendees will gain practical insights into creating a supportive work environment, fostering resilience, and empowering staff to deliver exceptional care even amidst demanding circumstances. 

  • Analyze the key factors contributing to staff burnout in healthcare settings and their direct impact on patient experience 
  • Evaluate effective strategies for promoting employee well-being, building resilience, and fostering a culture of support within a stressful work environment 
  • Learn how to measure the impact of employee engagement initiatives on both staff satisfaction and patient outcomes, demonstrating the ROI of investing in workforce well-being

2:05 pm - 2:25 pm Partner Fireside Chat: Improving Staff Wellbeing and The ROI of Investing in Your Workforce

While everyone agrees that ROI and KPIs matter, achieving them becomes difficult when staff aren't engaged or supported. This session explores how prioritizing employee well-being and workplace culture can unlock measurable improvements in patient experience, satisfaction scores, and overall performance. Learn how investing in staff care isn’t just the right thing to do—it’s a strategic imperative for achieving patient-centered results. 

  • Analyze the direct link between staff well-being, engagement, and the delivery of high-quality patient care 
  • Identify proven strategies for creating a supportive, positive work environment that reduces burnout and boosts retention 
  • Quantify the ROI of staff experience initiatives by examining their impact on satisfaction, quality metrics, and organizational outcomes 

2:25 pm - 2:55 pm Panel: Equipping Healthcare Leaders to Support the Social and Professional Needs of Diverse Teams

Healthcare leaders carry the responsibility of shaping environments where employees feel valued, supported, and motivated—not dreading the start of each shift. This panel will explore the leadership skills and cultural practices that foster belonging, empower teams, and build workplaces where every individual can thrive and contribute meaningfully to patient care. 

  • Develop strategies for building a positive, inclusive workplace culture that promotes respect and values every team member 
  • Learn how to identify and address systemic barriers to equity, ensuring fair opportunities for growth and advancement 
  • Explore leadership practices that support team well-being, including effective communication, conflict resolution, and mentorship

1:35 pm - 1:45 pm Chairperson’s Remarks

1:45 pm - 2:05 pm Case Study: Rounding – Roadmap to Emergency Department Success

The Emergency room is the front door to the hospital. Twenty four percent of our ED patients are admitted to the inpatient units.  The experience in the Emergency room will impact all inpatient stay in the hospital. Many Emergency Rooms have opportunity to improve their patient experience and change their unit culture.  In this session participants will learn how we moved the Emergency Department PX results from the 3rd%ile to the 90th%ile in 9 months in Fiscal year 2024.  Current Emergency Department results remain at the 89th%ile YTD for Fiscal year 2025. Results will be shared, along with Hamilton Health Care System’s playbook for improvement.  

  • List why rounding is one of our safety and service initiatives 
  • Demonstrate the questions of rounding that help drive results 
  • Be able to list three tools that will impact your ED PX results 
  • Discuss how to engage staff and physicians on this PX journey 

2:05 pm - 2:25 pm Partner Fireside Chat: Leveraging Data to Deliver Personalized Care

In the digital age, patients expect their healthcare experience to be as easy as when they shop online. This session will explore how healthcare organizations can leverage data to deliver tailored care at scale, moving beyond one-size-fits-all approaches. Join this solution provider who will dive into practical strategies for collecting, analyzing, and applying patient data to create personalized communication, treatment plans, and engagement strategies, ultimately driving higher satisfaction, improved outcomes, and greater patient loyalty. 

  • Identify the key data sources that enable personalized patient experiences, including electronic health records, their patient portal, and data analytics. 
  • Explore practical strategies for segmenting patient populations and developing targeted interventions that address the specific needs and preferences of different groups. 
  • Learn how to measure the impact of personalized care initiatives on patient satisfaction, clinical outcomes, and key performance indicators.

2:25 pm - 2:55 pm Panel: Bridging the Gap: Advancing Equity Through Language and Communication Access

In an increasingly diverse healthcare landscape, effective communication is foundational to delivering equitable, patient-centered care. Language barriers, health literacy gaps, and accessibility challenges can lead to misunderstanding, mistrust, and poor outcomes—especially among vulnerable populations. 

Hear how leading health systems are leveraging innovative language and communication solutions to improve care quality, build trust, and drive better patient experiences. From real-time interpretation to accessible digital platforms, panelists will share best practices and lessons learned in breaking down barriers to understanding. 

  • Explore scalable strategies to meet the needs of multilingual and low-health-literacy populations 
  • Understand how communication access supports health equity, safety, and patient satisfaction 
  • Hear case studies on implementing language services across clinical and non-clinical touchpoints

1:35 pm - 1:45 pm Chairperson’s Remarks

1:45 pm - 2:05 pm Case Study: “I Cure the Patients, I Have To Care For Them Too?” – Improving Physician Engagement in Patient Experience

For many physicians, patient experience can feel like a soft metric disconnected from clinical outcomes—or yet another task added to an already overwhelming workload. But true experience excellence requires physician buy-in, not just compliance. 

In this compelling case study, hear how one organization successfully shifted the physician mindset from obligation to ownership. Through a combination of data transparency, peer-led storytelling, and alignment with clinical goals, they were able to improve engagement, elevate patient trust, and embed experience into the culture of care. 

Key Takeaways: 

  • Identify common barriers to physician engagement in PX—and how to address them head-on 
  • Explore strategies to make PX relevant and meaningful to clinical teams 
  • Learn how to foster a sense of shared ownership without adding to provider burnout 
  • See measurable results from a proven framework that aligned physicians with the organization’s PX mission 

2:05 pm - 2:25 pm Partner Fireside Chat: Streamlining Workflow: How Technology Can Facilitate Physician-Led Patient-Centered Care by NRC hEALTH

Physicians are often burdened with administrative tasks that detract from valuable patient interaction. The question now is how can streamline workflows, alleviate these burdens, and empower physicians to lead a more patient-centered approach to care. Through a dynamic presentation and engaging fireside chat, we will showcase practical examples of how innovative solutions can optimize communication, improve care coordination, and enhance physician efficiency, ultimately fostering stronger patient-physician relationships and driving better outcomes.

  • Identify specific workflow inefficiencies that hinder physicians' ability to provide patient-centered care and explore how technology can address these challenges.
  • Discuss practical strategies and innovative solutions for streamlining administrative tasks, improving communication, and enhancing care coordination to empower physician-led patient-centered care.
  • Explore real-world examples and best practices to foster stronger patient-physician relationships and improve overall patient experience.

2:25 pm - 2:55 pm Panel: Partners in PX: Strengthening Collaboration Between Physicians and PX Leadership

Achieving exceptional patient experience requires a collaborative partnership between physicians and patient experience teams. Panelists will share real-world examples of successful collaborations, address common challenges, and provide actionable insights on how to align physician practices with patient experience goals to drive improved outcomes and satisfaction. 

  • Identify effective communication strategies to bridge the gap between physicians and PX teams, fostering open dialogue and mutual respect 
  • Discover methods for aligning physician practices with patient experience goals, promoting shared ownership and accountability for PX outcomes 
  • Explore practical approaches to overcome common challenges in physician-PX team collaboration, such as time constraints, differing priorities, and cultural differences

Workshops

1:40 pm - 2:20 pm Invite Only – Partner Workshop by Sodexo

2:55 pm - 3:30 pm Afternoon Networking Break in the Xperience Lounge

3:00 pm - 3:30 pm Xperience Theater Spotlight: Fostering Innovation in PX

Join us in our new cozy Xperience Lounge Theater—right next to the coffee and snacks—for a series of quick, high-impact sessions designed to inspire and inform. PX leaders will share real-world innovations, successful programs, and actionable insights that drive organizational change while empowering both patients and staff. 

These 10-minute spotlights are designed for easy listening and meaningful takeaways you can bring back to your team. 

Schedule: 

• 3:00–3:10 PM – Practitioner Spotlight: Tatiana Abigail, Practice Administrator, UC Health 

• 3:15- 3:25PM– Partner Spotlight 


3:30 pm - 4:05 pm Ask Me Anything Panel: Unfiltered PX Insights from the Experts

Back by popular demand, this interactive panel gives you the chance to ask what’s really on your mind. Using Slido, attendees can anonymously submit and upvote questions in real time—no topic is off-limits. Our expert panelists will tackle the most popular and provocative questions as we kick off two days of honest, action-driven conversations. 

Last year’s top questions included: 

• How do you navigate a culture where leadership doesn’t walk the talk? 

• What’s the best way to deal with difficult physicians? 

• What initiatives haven’t worked—and why? 

• How do you keep staff motivated when morale is low? 


So… what’s on your mind for 2025 and beyond? 

4:05 pm - 4:45 pm Design Thinking Roundtable Workshops: Collaborative Problem-Solving with PX Leaders

Join fellow patient experience leaders for a hands-on, small-group session using design thinking to tackle real-world challenges in healthcare. Guided by experienced facilitators, each table will focus on a specific PX pain point—from care transitions to staff burnout—and work through a rapid-cycle innovation process to uncover creative, actionable solutions. 

These intimate, interactive discussions are built for participation—not passive listening—so come ready to share, brainstorm, and leave with fresh ideas you can put into practice. 

What to Expect: 

  • Choose from several timely PX challenges curated by industry leaders 
  • Collaborate with peers in a structured yet flexible design-thinking framework 
  • Walk away with practical strategies and inspiration to take back to your team 


ROUNDTABLE WORKSHOP #1: Disruption Mandala 

Julie Kennedy Oehlert, Chief Experience and Brand Officer, ECU Health 

 

ROUNDTABLE WORKSHOP #2: From Reactive to Proactive: Rethinking Workplace Violence Prevention in Healthcare" 

Stephanie Bayer, Senior Director, Patient Experience, Cleveland Clinic 

How might we design safer environments and stronger support systems to protect staff from physical and verbal abuse while maintaining compassionate care? 

 

ROUNDTABLE WORKSHOP #3: Empathy Under Pressure: Designing Support Systems for Burned-Out Staff 

How might we create low-effort, high-impact tools and moments that help clinical teams feel heard, valued, and emotionally supported in real time? 

 

ROUNDTABLE WORKSHOP #4: Bridging the Discharge Gap: Redesigning the Patient Transition from Hospital to Home 

How might we improve communication, clarity, and follow-through during discharge to reduce confusion, readmissions, and dissatisfaction? 

 

ROUNDTABLE WORKSHOP #5: Winning Over the Why: Engaging a Disconnected C-Suite in the Value of Patient Experience 

How might we reframe patient experience as a strategic priority for executives who see it as a ‘nice to have’ rather than a business imperative? 

 

ROUNDTABLE WORKSHOP #6: Designing a Patient Advisory Board That Actually Drives Change 

How might we create a patient advisory board that goes beyond box-checking and becomes a meaningful engine for insight, inclusion, and impact?  

4:05 pm - 4:45 pm Partner Experience: Mix, Mingle & Build: Invite-Only Cocktail Workshop

This exclusive, hands-on cocktail-making experience is designed to shake things up—literally and figuratively. In an industry where trust, relationships and collaboration are everything, this session blends business with pleasure, offering a unique opportunity to build authentic connections in a relaxed, intimate setting. 

Guided by a professional mixologist, you'll craft signature cocktails while engaging in meaningful conversation with fellow PX leaders and partners. Whether you're forging new relationships or deepening existing ones, this is your chance to bond over shared challenges, swap stories, and raise a glass to what’s ahead. 

Because the best partnerships are built on trust—and a really good drink. 

4:45 pm - 6:00 pm CAMP NGPX COCKTAIL RECEPTION

As daylight fades and the desert sky turns to gold, join us for an evening that trades conference rooms for cozy camp vibes. Camp NGPX is your invitation to slow down, warm up, and connect. We’ll gather just after sunset for craft cocktails, a s’mores station, and conversations under the twinkle lights. Think soft blankets, glowing fire pits, and the kind of relaxed energy that makes space for real connection. Whether you're catching up with old friends or making new ones, this laid-back evening is all about sharing stories, laughter, and a well-earned nightcap. 

 

Join us for signature cocktails, camp-themed bites, and even better company.