NGPX 2024
December 02 - 04, 2024
Westin Rancho Mirage, Palm Springs, CA
Day 1:Designing for Experience
Tuesday, December 3, 2019
7:00 am - 8:00 am
Registration And Networking Breakfast
8:00 am - 8:10 am
Welcome Remarks
Charleen Ring -
Event Director,
Next Generation Patient Experience
8:10 am - 8:20 am
Chairperson’s Opening Remarks
Shawn Nason -
Founder, CEO & Chief Ecosystem Disruptor,
The Nason Group
8:20 am - 8:40 am
Opening Keynote The Future of High Touch Experiences
Adrienne Boissy -
Chief Experience Officer,
Cleveland Clinic
Feeling any pressure to solve all patient experience problems with a cool technology or training? Are your quiet at night scores keeping you up at night? We've all committed to capturing the experience of our patients and developing programs to do something about it. But what's evolved is an unprecedented shift in the way patients want to engage with healthcare and in health...and some realities about the way it's been done. The measurement isn't accurate, fewer people are completing HCAHPS surveys than ever, and we never actually ask about how we make people feel - to mention a few issues. Furthermore, sparkly technologies are everywhere, promising better outcomes and experiences. If we grab it, patient experience leaders have a spectacular opportunity to lead the charge...and the change. In this opening keynote, Adrienne Boissy, the CXO of Cleveland Clinic, will share her big and bold vision for the high touch experiences that your patients wont ever forget and what we as PE leaders have to do to get us there. Let’s do this!
8:40 am - 9:00 am
Keynote: Facing Work Place Violence Trauma
Amy Friedman -
Chief Experience Officer,
Denver Health
Anna Koerbel -
Manager of Business Development,
Maryland Patient Safety Center
Those who have answered the calling to work in a clinical environment do so anticipating a certain level of stress. Yet, healthcare providers often fail to recognize the adverse impact of stress from work-related traumatic events on their performance.
• Psychological outcome of such an event can be turned around to enhance the caregiver’s ability to thrive in their role and be of continued value to the patients they care for, their organization, and their community.
•The Johns Hopkins Medicine Armstrong Institute for Patient Safety and Quality successfully developed and operates the RISE (Resilience in Stressful Events) program, offering much needed peer support to colleagues in distress. Through a partnership with the Maryland Patient Safety Center, the RISE curriculum is now the nucleus for Caring for the Caregiver: Implementing RISE, a program now in place in hospitals across the country.
• Denver Health, as the first health care system in Colorado, has partnered with Johns Hopkins and Maryland Patient Safety Center teams to customize a program that meet the needs of their staff.
In this session, you will learn about the nationwide effectiveness of the Caring for the Caregiver: Implementing RISE program and the specific journey Denver Health has taken to roll out this initiative, thus underpinning their culture of safety.
9:00 am - 9:20 am
Case Study: Catalyzing the Evolution of Patient Experience via Digital
Albert Chan -
Chief Digital Patient Officer,
Sutter Health
As the Chief Digital Patient Officer of Sutter Health, which has been named one of the top performing health systems in the country, Albert Chan is passionate about empowering patients to become partners in health. During his presentation, Albert will share stories of these partnerships through a digital engagement lens.
- Leveraging patient stories to focus our digital patient engagement efforts
- Nurturing partnerships with internal stakeholders and external innovators
- Share pearls of leading change in a large, integrated health system at scale
9:20 am - 9:50 am
Panel: Your Clinicians Are Leaders! How Do You Engage Them?
Lara Burnside -
Chief Patient Experience Officer,
JPS Health Network
Paul Sternberg -
Chief Experience Officer,
Vanderbilt University Medical Center
Senem Guney . -
Founder & Chief Patient Experience Officer,
NarrativeDx
Laura Budinick PsyD -
Vice President, Behavioral Health & Experience,
Newark Beth Israel Medical Center , Children’s Hospital of New Jersey
Dennis Lamb -
Chief Experience Officer,
Texas Tech Physicians
Kalen Stanton -
Managing Director,
Root, Inc.
• Techniques to engage your clinicians
• Discuss how to grow the skills of your clinicians as leaders
• Share examples of successful engagement
Laura Budinick PsyD
Vice President, Behavioral Health & ExperienceNewark Beth Israel Medical Center , Children’s Hospital of New Jersey
9:50 am - 10:30 am
The Morning Buzz Coffee & Networking Break in the Solutions Zone
10:30 am - 10:50 am
Keynote: Leading the Healthcare Revolution. Let’s Blow this SH*t Up!
Shawn Nason -
Founder, CEO & Chief Ecosystem Disruptor,
The Nason Group
The current state of healthcare is unsustainable, people are dying, and families are going bankrupt. Why? Because we’ve confused pet projects and photo ops for actual revolution. No more buzzwords. No more wasting time. No more fear and excuses. It’s time to ignite a healthcare revolution that isn’t afraid to blow sh*t up, disrupt outdated ideas, and fight for the needs of the patient.
10:50 am - 11:10 am
Keynote: Adopting High Reliability Principles and Lean Daily Management to Improve The Patient Experience
Lisa Filbert -
Chief of Staff,
Johns Hopkins Health System
Healthcare organizations strive to improve the culture of continuous performance improvement to provide safe, patient-and family- centered care. By adopting principles of high reliability and lean daily management, processes to improve the patient experience can be effectively deployed. Several examples from Johns Hopkins Bayview Medical Center will be shared, including True North executive huddles, cascaded organizational goals, department huddle boards, leadership rounds, kaizens, pro-active risk assessments, model cells and standard work.
In this session, participants will gain a better understanding of:
• Key principles of high reliability and lean daily management
• An example organizational model to operationalize these principles
• Application to patient experience initiatives (e.g. quietness at night, nurse communication, staff responsiveness)
• Development and support of staff in this journey
• Patient and family engagement in improvement activities
11:10 am - 11:30 am
Keynote: What's The Purpose? Leveraging Purposeful Rounding and Meaningful Engagement to Improve Outcomes
Lisa Romano RN, MSN -
Chief Nursing Officer/VP Clinical Services,
CipherHealth
In this session, CipherHealth's CNO, Lisa Romano RN, MSN, will share how patient engagement strategies delivered with purpose drive towards desired goals. The principles of purposeful rounding and outreach combine to deliver meaningful experiences to patients that not only lead to better outcomes but also create positive experiences inside and outside the hospitals
11:30 am - 11:50 am
Keynote: What Matters to You?
Mary Cramer -
Chief Experience Officer,
Massachusetts General Hospital
Intentionally asking patients and families What Matters to You? in addition to asking What is the Matter with You? was introduced by Michael Barry, MD and Susan Edgman-Levitan, PA in their 2012 New England Journal of Medicine article, Shared Decision Making - the Pinnacle of Patient Centered Care. Asking patients What Matters to You? is intended to encourage and support meaningful conversations and partnerships between people who provide health and social care and those who receive it. The intent is to increase clinicians’ understanding of what is important in the lives of their patients and to strengthen the partnership between patients, their families and caregivers. The concept is: Ask What Matters, Listen to What Matters, Do What Matters. Mary Cramer will discuss this international movement and will share how Massachusetts General Hospital has embraced the concept of asking What Matters to You? in simple but profound ways.
11:50 am - 12:10 pm
Keynote: Delivering Outcomes That Matter to Patients
Dr. Ralph Wiegner -
Head of Improving Patient Experience,
Siemens Healthineers
Isabel Nieto Alvarez -
Global Solution Manager for Improving Patient Experience,
Siemens Healthineers
Sustained success in improving patient experience – what works, what doesn’t, what matters most, and how can we measure our success? Together with The Beryl Institute, Siemens Healthineers conducted a study to identify answers to these critical questions. One important factor in improve the patient experience is to deliver outcomes that matter to patients, both clinical outcomes and patient-reported health status. In an interactive session, Dr. Ralph Wiegner and Isabel Nieto Alvarez will provide real-world examples of how these
outcomes can be improved.
Isabel Nieto Alvarez
Global Solution Manager for Improving Patient ExperienceSiemens Healthineers
12:10 pm - 12:30 pm
Case Study: The Parallels Between Theme Park Design and Achieving The Quality, Performance and Human Experience Objectives for 21st Century Healthcare
Steven Merahn MD -
Chief Medical Officer,
Centria Healthcare
Cynthia Sharpe -
Principal, Cultural Attractions and Research,
Thinkwell Group
There are other industries – themed entertainment, museums and cultural attractions and retail environments -- that are able to build deep connection and trust with their audiences, despite complex large-scale operations that must deliver value while safely serving thousands of diverse audiences daily. Like healthcare, these industries depend heavily on quality, operational performance, infrastructure and logistics for their success, but they also put equal discipline into managing the human experience of their customers and staff. These industries’ use the principles and practices of experience design to achieve these objectives in radically different ways than healthcare has traditionally taken. This presentation will recount how a major national primary care practice embraced the principles of experience design in order to achieve its objectives in the transition from fee-for-service to fee-for-value.
• Understand experience design as a discipline and how to align experience and interaction design with institutional mission and values, key performance indicators, and third-party metric
• Understand the optimal framework for meaningful “experience-related” planning, and analysis
• Identify and prioritize opportunities or challenges to optimal experience, as well as ensure alignment with institutional goals, clinical best practices, and operational integrity
12:30 pm - 1:30 pm
Lunch for All Attendees
12:30 pm - 1:30 pm
Lunch Workshop: Driving Patient, Family and Caregiver Vision into Tactical Strategies to Transform Care
Jeanne Roode DNP, RN -
Sr. Director of Clinical Informatics,
Spectrum Health
James Bonner LMSW, MBA -
Sr. Director of Patient Experience,
Spectrum Health
Driving Patient, Family and Caregiver Vision into Tactical Strategies to Transform Care
James Bonner, LMSW, MBA, Sr. Director of Patient Experience, Spectrum Health
Jeanne Roode, DNP, RN, Sr. Director of Clinical Informatics, Spectrum Health
This session will describe the patient, family, and caregiver goals, strategies, and outcomes of the Spectrum Health- “Nexus” initiative, one of the largest changes ever made in the health system’s history. During “Nexus” delivery system leaders were charged to:
• Transform the model of care for the integrated delivery system
• Fully integrate the delivery system to ensure consistent evidence-based practice
• Create a consistent staff and patient Spectrum Health experience
• Convert to a single electronic health record for both clinical and financial purposes
Examples of strategies deployed, and outcomes achieved will be described including Elsevier Care Planning & Patient Education, interprofessional team documentation, patient cost estimator, one patient statement, standardized clinical content, and open notes.
In this session, participants will gain a better understanding of:
• Translating vision into strategies that shift the culture to empower the patient, family, & caregiver
• Preparing for change management of large-scale delivery system transformation
• Leveraging PFAC to inform change management
Track A – Employee Engagement to Improve the Patient Experience
1:30 pm - 1:40 pm Chairperson’s Opening Remarks Vinay Bhargava - President & Co-Founder, Mytonomy
Track B – Driving A Digital Transformation
1:30 pm - 1:40 pm Chairperson’s Opening Remarks Julie Gerdeman - CEO, HealthPay24
Track C – Patient Connectedness and Community
1:30 pm - 1:40 pm Chairperson’s Opening RemarksTo learn how you can chair Track C, contact Alicia Upchurch at Phone: 646.200.7452 or alicia.upchurch@wbresearch.com
1:40 pm - 3:40 pm
Workshop: Put Your Middle Finger Away and Start Getting Sh*t Done
Tired of butting your head against the frustrating wall of institutional sludge? We are, too. Let’s get together to create an epic brain trust for a couple of hours where we’ll explore ideas for overcoming all of the crap that comes at us each day and align ourselves for actually getting some sh*t done. We want to hear about your current barriers so we can ideate about shifting “we can’t” cultures into “bring it” mindsets by establishing value, knocking down barriers, and finding the right champions.
1:40 pm - 2:10 pm
Deep Dive: Designing a Workshop for Frontline Employees to Improve Patient Satisfaction
Natalie Whitlock -
Group Leader, Care Experience,
Kaiser Permanente Orange County
Mary Washburn M.D., MPH -
Physician,
Kaiser Permanente Orange County
Patients’ view of health care quality is influenced by their perception of the staff empathy, wait time and appointment access. Staff often face challenges showing empathy regarding these issues which affects patients’ perception of the quality of their care. Didactic training sessions are frequently the method used to improve patient satisfaction scores, however role playing focusing on empathy is not usually included.
• How our team designed a workshop for staff that combines didactic and empathy role playing to improve patient satisfaction
• Deep-dive into the methods used to execute the workshop
• Hear the results
1:40 pm - 2:10 pm
Deep Dive: Machine Learning, Human Behavior: Designing for Experience and Outcomes
Aileen Heinberg -
Behavioral Scientist, Design & Innovation,
Memorial Sloan Kettering Cancer Center
Aileen Heinberg
Behavioral Scientist, Design & InnovationMemorial Sloan Kettering Cancer Center
1:40 pm - 2:10 pm
Deep Dive: Patient Connectedness and Community
Carrie Davis -
Director of Patient Experience,
Hanger Clinic
We have built programs in our organization that foster healing and community by engaging our patients to serve one another through our Patient Champions Initiative. We host a nationwide peer mentoring program, a Women’s Retreat for patients with amputations, an “Empowerfest” for people with lower limb amputations and a Bi-Lateral Boot Camp for people with bi-lateral above knee amputations. While we, as an organization, deliver the devices that allow people to regain mobility and independence, we realize that human-connection with others who share a similar experience / story can be the greatest catalyst to healing there is – knowing we are not alone.
1:40 pm - 3:40 pm
Workshop: Put Your Middle Finger Away and Start Getting Sh*t Done
Tired of butting your head against the frustrating wall of institutional sludge? We are, too. Let’s get together to create an epic brain trust for a couple of hours where we’ll explore ideas for overcoming all of the crap that comes at us each day and align ourselves for actually getting some sh*t done. We want to hear about your current barriers so we can ideate about shifting “we can’t” cultures into “bring it” mindsets by establishing value, knocking down barriers, and finding the right champions.
2:10 pm - 2:30 pm
The Science Behind Kindness and How Building a Culture of Gratitude Drives Human Experience
Rebecca Metter -
CEO & Co-Founder,
Wambi
Is showing kindness actually good for our health? We will learn about the “Rabbit Effect” and the science behind the benefits of kindness. We will discuss how busy healthcare environments can make it difficult for kindness to come naturally and how shifting the culture to one of gratitude allows for kindness to thrive. We will explore how including patients as part of the culture of gratitude is a critical element and can be a driving factor for creating positive human experiences.
2:10 pm - 2:30 pm
Case Study: The Growth Experience
Tom Laymon -
SVP, Chief of Care Delivery Operations,
Atrium Health
Learn about Atrium’s journey to transform the patient experience and spur growth across their network of healthcare facilities. Atrium has modernized the way they capture and act on patient feedback by capturing feedback in real-time and engaging in a two-way dialogue with patients and caregivers. In addition, providers and supporting staff can course-correct their patients’ journeys in-the-moment, which drives better experiences and ultimately, outcomes. This is critical in this new world of consumerized healthcare and has already realized positive results in a relatively short time.
· Know more about the patient experience
· Provide teammates with relevant, timely and useful feedback
· Grow your organization
2:10 pm - 2:30 pm
Success Using Real Time Patient & Employee Feedback
Lori Turner -
Chief Marketing, Innovation and Experience Officer,
Beacon Health System
Kate Newbold -
Manager, Digital Portfolio,
Beacon Health System
1:40 pm - 3:40 pm
Workshop: Put Your Middle Finger Away and Start Getting Sh*t Done
Shawn Nason -
Founder, CEO & Chief Ecosystem Disruptor,
The Nason Group
Tired of butting your head against the frustrating wall of institutional sludge? We are, too. Let’s get together to create an epic brain trust for a couple of hours where we’ll explore ideas for overcoming all of the crap that comes at us each day and align ourselves for actually getting some sh*t done. We want to hear about your current barriers so we can ideate about shifting “we can’t” cultures into “bring it” mindsets by establishing value, knocking down barriers, and finding the right champions.
2:30 pm - 2:50 pm
Interactive Session: Mastering The Art of Dyad and Triad Partnerships
Lara Burnside -
Chief Patient Experience Officer,
JPS Health Network
Each touchpoint is part of a patient’s continuum of care. Our goal as caregivers is to create simplicity in a complicated healthcare system so that handovers feelseamless to our patients.
In this session we will:
· Discover three ways to create a smooth handover experience for patients.
· Interactively uncover opportunities for partnering with patients in a more intentional way.
· Realize how the Learn-Try-Share model creates better outcomes for learning session participants.
2:30 pm - 2:50 pm
Case Study: What Are Digital Front Doors (DFD) & Why Are Health Systems Creating Them?
Laura Semlies -
VP, Digital Patient Experience,
Northwell Health
• DFD is the key to acquiring new patients and building the kind of brand awareness and loyalty that keeps them coming back
• Access Drives Everything – one entry point to access all provider products & services
2:30 pm - 2:50 pm
Case Study: How A Robust Patient and Family Centered Care Program Can Drive Results
Keith Gran -
Chief Patient Experience Officer,
Michigan Medicine
• How we use both e-advisors and on site advisors to develop our priorities throughout the year
• How we have developed 30 PFAC’s across our system to drive improvement
• How we have embedded patient and family advisors at every level of the organization
• How do we measure success
• How has Michigan medicine benefited from this approach and what have been the results
1:40 pm - 3:40 pm
Workshop: Put Your Middle Finger Away and Start Getting Sh*t Done
Shawn Nason -
Founder, CEO & Chief Ecosystem Disruptor,
The Nason Group
Tired of butting your head against the frustrating wall of institutional sludge? We are, too. Let’s get together to create an epic brain trust for a couple of hours where we’ll explore ideas for overcoming all of the crap that comes at us each day and align ourselves for actually getting some sh*t done. We want to hear about your current barriers so we can ideate about shifting “we can’t” cultures into “bring it” mindsets by establishing value, knocking down barriers, and finding the right champions.
2:50 pm - 3:10 pm
Case Study SAFER – Mayo Clinic’s Strategies to Respond to Patient Misconduct
Thomas G. Howell MD -
Vice Chair, Patient Experience Medical Director, Con-OB GYN,
Mayo Clinic Health System
Tripp Welch -
Vice Chair of Quality,
Mayo Clinic
Mayo Clinic recently implemented a new Patient and Visitor Conduct Policy. In response to the policy, SAFER, a communication strategy to manage patient misconduct was developed. In this interactive session, we will discuss various types of patient misconduct and provide specific steps (SAFER) for responding.
• Explain Mayo Clinic’s Patient Visitor and Conduct Policy
• Define “misconduct” and describe patient scenarios that fall under this definition
• Discuss SAFER – the specific strategies to responding to patient misconduct
Thomas G. Howell MD
Vice Chair, Patient Experience Medical Director, Con-OB GYNMayo Clinic Health System
2:50 pm - 3:10 pm
Panel: Driving a Digital Transformation
Cassandra Crowe-Jackson -
VP, Patient Experience,
University of Maryland Upper Chesapeake Health
The healthcare industry as a whole is undergoing a digital transformation, but how are systems and hospitals driving digital changes throughout their organizations? This panel will discuss the unique ways in which organizations are handling the digital renaissance.
· Define digital transformation for each organization
· Discuss digital transformation trends in healthcare
· Hear successes and pitfalls experienced by our panelists
Cassandra Crowe-Jackson
VP, Patient ExperienceUniversity of Maryland Upper Chesapeake Health
2:50 pm - 3:10 pm
Case Study: UCLA’s Neuropsychiatry Storytelling Program
Glenn Kopelson -
PFAC Co-Chair & Advisor,
UCLA Neuropsychiatric Institute
The Resnick Neuropsychiatry PFAC at UCLA created an storytelling program where family members and patients presented personal experiences and provided communication solutions to departments throughout the hospital. The purpose of the storytelling program was for health care providers to:
• Gain a greater acceptance into the thoughts, feelings, objectives and especially expectations of patients and families
• Walk away with specific tasks to perform their jobs more effectively and ultimately improve outcomes
• Acquire skills to better interact with family members
• Improve communication with family members that will enable at-home caregivers to be more effective providers at home
1:40 pm - 3:40 pm
Workshop: Put Your Middle Finger Away and Start Getting Sh*t Done
Shawn Nason -
Founder, CEO & Chief Ecosystem Disruptor,
The Nason Group
Tired of butting your head against the frustrating wall of institutional sludge? We are, too. Let’s get together to create an epic brain trust for a couple of hours where we’ll explore ideas for overcoming all of the crap that comes at us each day and align ourselves for actually getting some sh*t done. We want to hear about your current barriers so we can ideate about shifting “we can’t” cultures into “bring it” mindsets by establishing value, knocking down barriers, and finding the right champions.
3:10 pm - 3:20 pm
Innovation Spotlight
3:10 pm - 3:20 pm
Innovation Spotlight
3:10 pm - 3:20 pm
Innovation Spotlight
1:40 pm - 3:40 pm
Workshop: Put Your Middle Finger Away and Start Getting Sh*t Done
Shawn Nason -
Founder, CEO & Chief Ecosystem Disruptor,
The Nason Group
Tired of butting your head against the frustrating wall of institutional sludge? We are, too. Let’s get together to create an epic brain trust for a couple of hours where we’ll explore ideas for overcoming all of the crap that comes at us each day and align ourselves for actually getting some sh*t done. We want to hear about your current barriers so we can ideate about shifting “we can’t” cultures into “bring it” mindsets by establishing value, knocking down barriers, and finding the right champions.
3:20 pm - 3:40 pm
Case Study Interactive: How Do You Hold Employees Accountable to Our Service Standards?
Brian Carlson -
Director, Patient Access and Experience/Associate Hospital Director,
Vanderbilt University Medical Center
For the first 10 minutes, Brian Carlson will share a brief case study on how Vanderbilt implemented a reorientation to their service standards. Afterwards, the audience will get an opportunity to share and discuss ways to hold their employees accountable.
• How do you consistently deliver service behaviors in healthcare?
• VUMC path for education to staff on service behaviors
• Discussion on how to hold staff accountable to behaviors
Brian Carlson
Director, Patient Access and Experience/Associate Hospital DirectorVanderbilt University Medical Center
3:20 pm - 3:40 pm
Fireside Chat
Alexander Greengold -
SVP, Chief Consumer Experience Officer,
Memorial Hermann Health System
Greg McKelvey MD -
VP of Health,
ASAPP
2:55 pm - 3:45 pm
Keynote: Biased for Excellence
Cristobal Kripper -
Chief Patient Experience Officer,
CHRISTUS Health
We all know the various tactics to improve the experience of our patients, but we also know how difficult it is to sustain improvement. How can large health systems reliably increase the number of outstanding experiences they produce? Experience design, change management, and high performing management systems are part of the answer. This presentation will connect the dots between these and other elements from the perspective of behavioral economics. The journey to service excellence starts with one step and it needs to be the right one.
1:40 pm - 3:40 pm
Workshop: Put Your Middle Finger Away and Start Getting Sh*t Done
Shawn Nason -
Founder, CEO & Chief Ecosystem Disruptor,
The Nason Group
Tired of butting your head against the frustrating wall of institutional sludge? We are, too. Let’s get together to create an epic brain trust for a couple of hours where we’ll explore ideas for overcoming all of the crap that comes at us each day and align ourselves for actually getting some sh*t done. We want to hear about your current barriers so we can ideate about shifting “we can’t” cultures into “bring it” mindsets by establishing value, knocking down barriers, and finding the right champions.
3:40 pm - 4:20 pm
Afternoon Networking & Refreshment Break
4:20 pm - 4:40 pm
Fireside Chat: Creating a Human Experience Through a Digital Front Door Improved Outcomes, Better Patient and Staff Experience and Lower Cost of Care
Anjali Kataria -
Chief Executive Officer,
Mytonomy
Elizabeth Paskas -
VP, Human Experience,
Hackensack Meridian Health
Anjali and Elizabeth, will discuss the recent success in rolling out Mytonomy's innovative Patient Experience Cloud for Cardiology to help enable a digital front door experience across multiple encounter points for CABG patients at Hackensack Meridian Health. Overall results, improvements for patients and staff, challenges and advice for other health systems embarking on enterprise strategies will be shared.
4:20 pm - 5:50 pm
Margarita Making Contest Invite-Only
The Great NGPX Margarita-Off
When Life Gives You Limes…You Make Margaritas!
Whipping up some classy cocktails is a favorite pastime here at NGPX, and this year, we’re taking it up a notch with an extra dose of fun (and tequila!). Step out of the session room, and see if you have what it takes to make the perfect Palm Springs Margarita. This is an exclusive, invite-only breakout, and the absolute best chance to cool off and chill out in the beautiful California dessert.
Who will take home the title of the 2019 Margarita Master?
Interested in hosting our Margarita Making Contest? , contact director of sponsorship and cocktail connoisseur, Alicia Upchurch
Phone: 646.200.7452
Email: alicia.upchurch@wbresearch.com
4:40 pm - 5:10 pm
Panel: Following through on Your Patient Experience Transformation
Lynn Charbonneau MBA, CPXP -
Manager, Patient Experience,
Tampa General
Cassandra Crowe-Jackson -
VP, Patient Experience,
University of Maryland Upper Chesapeake Health
Drew Koerner -
Chief Technical Officer – Healthcare,
ServiceNow
Overhauling the entire culture of your organization can be daunting! Few people have committed to a full-blown transformation and driven it through – successfully, that is! There’s a dramatic amount of change management, employee experience, and work culture to consider. And of course, at the end of the day, how this cultural revision impacts the patient experience will be the most important piece. In this powerful conversation, our esteemed panel will share:
• How they’ve bridged the gap between stakeholders to drive a successful transformation
• Their #1 actionable tip to help change at an organizational level
• If I could do one thing differently, I would….
Cassandra Crowe-Jackson
VP, Patient ExperienceUniversity of Maryland Upper Chesapeake Health
4:20 pm - 5:50 pm
Margarita Making Contest Invite-Only
The Great NGPX Margarita-Off
When Life Gives You Limes…You Make Margaritas!
Whipping up some classy cocktails is a favorite pastime here at NGPX, and this year, we’re taking it up a notch with an extra dose of fun (and tequila!). Step out of the session room, and see if you have what it takes to make the perfect Palm Springs Margarita. This is an exclusive, invite-only breakout, and the absolute best chance to cool off and chill out in the beautiful California dessert.
Who will take home the title of the 2019 Margarita Master?
Interested in hosting our Margarita Making Contest? , contact director of sponsorship and cocktail connoisseur, Alicia Upchurch
Phone: 646.200.7452
Email: alicia.upchurch@wbresearch.com
5:10 pm - 5:20 pm
Spotlight: An Overview Of Patient Experience Institute: The Value Of Having Certified Patient Experience Professionals In Healthcare
Jessica Barker -
Director, Certification and Continuing Education,
The PX Institute
Patient Experience Institute (PXI) is an independent, nonprofit that offers continuing education and professional certification for patient experience professionals. Most
notably, the organization strives to improve the patient experience across the spectrum of healthcare through
evidence-based research, certification and continuing education. During this presentation, Jessica will share an overview of:
• Patient Experience Institute’s mission and background
• Certified Patient Experience Professional (CPXP) designation
• Patient Experience Continuing Education (PXE) credits
4:20 pm - 5:50 pm
Margarita Making Contest Invite-Only
The Great NGPX Margarita-Off
When Life Gives You Limes…You Make Margaritas!
Whipping up some classy cocktails is a favorite pastime here at NGPX, and this year, we’re taking it up a notch with an extra dose of fun (and tequila!). Step out of the session room, and see if you have what it takes to make the perfect Palm Springs Margarita. This is an exclusive, invite-only breakout, and the absolute best chance to cool off and chill out in the beautiful California dessert.
Who will take home the title of the 2019 Margarita Master?
Interested in hosting our Margarita Making Contest? , contact director of sponsorship and cocktail connoisseur, Alicia Upchurch
Phone: 646.200.7452
Email: alicia.upchurch@wbresearch.com
5:20 pm - 5:50 pm
Guest Speaker: Maximize Your Greatest Wealth...Invest in Mental Health
Carol Kivler -
Founder,
Courageous Recovery
This program will focus on how to proactively invest in your mental wellness to live your best life. Healthcare professionals and hospital staff work in extremely high pressure and stressful environments. This takes a toll on anyone working in the field. Yet, the emotional impact is rarely discussed or addressed, leaving individuals feeling unsupported and isolated. The goal of this program is to equip attendees with the tools, skills and mindset needed to thrive. Objective: To provide the tools to help healthcare professionals and hospital staff improve their mental health and wellness, live a self-directed life and reach their full potential.
Presentation Highlights Include:
• Learn about the prevalence of mental health disorders in the healthcare field.
• Identify symptoms of emotional stress and depression.
• Discover ways to maintain a mental wellness routine and incorporate into your daily life.
4:20 pm - 5:50 pm
Margarita Making Contest Invite-Only
The Great NGPX Margarita-Off
When Life Gives You Limes…You Make Margaritas!
Whipping up some classy cocktails is a favorite pastime here at NGPX, and this year, we’re taking it up a notch with an extra dose of fun (and tequila!). Step out of the session room, and see if you have what it takes to make the perfect Palm Springs Margarita. This is an exclusive, invite-only breakout, and the absolute best chance to cool off and chill out in the beautiful California dessert.
Who will take home the title of the 2019 Margarita Master?
Interested in hosting our Margarita Making Contest? , contact director of sponsorship and cocktail connoisseur, Alicia Upchurch
Phone: 646.200.7452
Email: alicia.upchurch@wbresearch.com
5:50 pm - 7:20 pm
Disco Inferno Cocktail Reception– Hosted by Nason Group
Glow up with your peers!
We've had ourselves a day packed with content, networking and meaningful discussions, but now it's time unwind with a glass of wine, refreshing cocktail, or a cold beer. Join your peers in the Xperience Lounge for a spectacular evening filled with light bites, creative minds, passionate people, and a few fun surprises!