NGPX 2021

2021

JW Marriott Desert Springs, Palm Desert, CA

1.888.482.6012

Day 1:Designing for Experience


Tuesday, December 3, 2019

7:00 am - 8:00 am Registration And Networking Breakfast

Charleen Ring, Event Director at Next Generation Patient Experience

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 at The Nason Group

Shawn Nason

Founder, CEO & Chief Ecosystem Disruptor
The Nason Group

8:20 am - 8:40 am Opening Keynote The Future of High Touch Experiences

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!
Adrienne Boissy, Chief Experience Officer at Cleveland Clinic

Adrienne Boissy

Chief Experience Officer
Cleveland Clinic

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.

Amy Friedman, Chief Experience Officer at Denver Health

Amy Friedman

Chief Experience Officer
Denver Health

Anna Koerbel, Manager of Business Development at Maryland Patient Safety Center

Anna Koerbel

Manager of Business Development
Maryland Patient Safety Center

9:00 am - 9:20 am Case Study: Catalyzing the Evolution of Patient Experience via Digital

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


Albert Chan, Chief Digital Patient Officer at Sutter Health

Albert Chan

Chief Digital Patient Officer
Sutter Health

• Techniques to engage your clinicians
• Discuss how to grow the skills of your clinicians as leaders
• Share examples of successful engagement 

Lara Burnside, Chief Patient Experience Officer at JPS Health Network

Lara Burnside

Chief Patient Experience Officer
JPS Health Network

Paul Sternberg, Chief Experience Officer at Vanderbilt University Medical Center

Paul Sternberg

Chief Experience Officer
Vanderbilt University Medical Center

Senem Guney ., Founder & Chief Patient Experience Officer at NarrativeDx

Senem Guney .

Founder & Chief Patient Experience Officer
NarrativeDx

Laura Budinick PsyD, Vice President, Behavioral Health & Experience at Newark Beth Israel Medical Center , Children’s Hospital of New Jersey

Laura Budinick PsyD

Vice President, Behavioral Health & Experience
Newark Beth Israel Medical Center , Children’s Hospital of New Jersey

Dennis Lamb, Chief Experience Officer at Texas Tech Physicians

Dennis Lamb

Chief Experience Officer
Texas Tech Physicians

Kalen Stanton, Managing Director at Root, Inc.

Kalen Stanton

Managing Director
Root, Inc.

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!

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.
Shawn Nason, Founder, CEO & Chief Ecosystem Disruptor at The Nason Group

Shawn Nason

Founder, CEO & Chief Ecosystem Disruptor
The Nason Group

10:50 am - 11:10 am Keynote: Adopting High Reliability Principles and Lean Daily Management to Improve The Patient Experience

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

Lisa Filbert, Chief of Staff at Johns Hopkins Health System

Lisa Filbert

Chief of Staff
Johns Hopkins Health System

11:10 am - 11:30 am Keynote: What's The Purpose? Leveraging Purposeful Rounding and Meaningful Engagement to Improve Outcomes


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
Lisa Romano RN, MSN, Chief Nursing Officer/VP Clinical Services at CipherHealth

Lisa Romano RN, MSN

Chief Nursing Officer/VP Clinical Services
CipherHealth

11:30 am - 11:50 am Keynote: What Matters to You?

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.

Mary Cramer, Chief Experience Officer at Massachusetts General Hospital

Mary Cramer

Chief Experience Officer
Massachusetts General Hospital

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.
Dr. Ralph Wiegner, Head of Improving Patient Experience at Siemens Healthineers

Dr. Ralph Wiegner

Head of Improving Patient Experience
Siemens Healthineers

Isabel Nieto Alvarez, Global Solution Manager for Improving Patient Experience at Siemens Healthineers

Isabel Nieto Alvarez

Global Solution Manager for Improving Patient Experience
Siemens 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

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

Steven Merahn MD, Chief Medical Officer at Centria Healthcare

Steven Merahn MD

Chief Medical Officer
Centria Healthcare

Cynthia Sharpe, Principal, Cultural Attractions and Research at Thinkwell Group

Cynthia Sharpe

Principal, Cultural Attractions and Research
Thinkwell Group

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

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
Jeanne Roode DNP, RN, Sr. Director of Clinical Informatics at Spectrum Health

Jeanne Roode DNP, RN

Sr. Director of Clinical Informatics
Spectrum Health

James Bonner LMSW, MBA, Sr. Director of Patient Experience at Spectrum Health

James Bonner LMSW, MBA

Sr. Director of Patient Experience
Spectrum Health

Track A – Employee Engagement to Improve the Patient Experience

1:30 pm - 1:40 pm Chairperson’s Opening Remarks
Vinay Bhargava, President & Co-Founder at Mytonomy

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 at HealthPay24

Julie Gerdeman

CEO
HealthPay24

Track C – Patient Connectedness and Community

1:30 pm - 1:40 pm Chairperson’s Opening Remarks
To 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

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   

Natalie Whitlock, Group Leader, Care Experience at Kaiser Permanente Orange County

Natalie Whitlock

Group Leader, Care Experience
Kaiser Permanente Orange County

Mary Washburn M.D., MPH, Physician at Kaiser Permanente Orange County

Mary Washburn M.D., MPH

Physician
Kaiser Permanente Orange County

1:40 pm - 2:10 pm Deep Dive: Machine Learning, Human Behavior: Designing for Experience and Outcomes

Aileen Heinberg, Behavioral Scientist, Design & Innovation at Memorial Sloan Kettering Cancer Center

Aileen Heinberg

Behavioral Scientist, Design & Innovation
Memorial Sloan Kettering Cancer Center

1:40 pm - 2:10 pm Deep Dive: Patient Connectedness and Community

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.
Carrie Davis, Director of Patient Experience at Hanger Clinic

Carrie Davis

Director of Patient Experience
Hanger Clinic

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

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.
Rebecca Metter, CEO & Co-Founder at Wambi

Rebecca Metter

CEO & Co-Founder
Wambi

2:10 pm - 2:30 pm Case Study: The Growth Experience

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
Tom Laymon, SVP, Chief of Care Delivery Operations at Atrium Health

Tom Laymon

SVP, Chief of Care Delivery Operations
Atrium Health

Speaker TBD, Quality Reviews 
Lori Turner, Chief Marketing, Innovation and Experience Officer at Beacon Health System

Lori Turner

Chief Marketing, Innovation and Experience Officer
Beacon Health System

Kate Newbold, Manager, Digital Portfolio at 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

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.  
Shawn Nason, Founder, CEO & Chief Ecosystem Disruptor at The Nason Group

Shawn Nason

Founder, CEO & Chief Ecosystem Disruptor
The Nason Group

2:30 pm - 2:50 pm Interactive Session: Mastering The Art of Dyad and Triad Partnerships

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.
Lara Burnside, Chief Patient Experience Officer at JPS Health Network

Lara Burnside

Chief Patient Experience Officer
JPS Health Network

2:30 pm - 2:50 pm Case Study: What Are Digital Front Doors (DFD) & Why Are Health Systems Creating Them?

• 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 

Laura Semlies, VP, Digital Patient Experience at Northwell Health

Laura Semlies

VP, Digital Patient Experience
Northwell Health

2:30 pm - 2:50 pm Case Study: How A Robust Patient and Family Centered Care Program Can Drive Results

• 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

Keith Gran, Chief Patient Experience Officer at Michigan Medicine

Keith Gran

Chief Patient Experience Officer
Michigan Medicine

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.  
Shawn Nason, Founder, CEO & Chief Ecosystem Disruptor at The Nason Group

Shawn Nason

Founder, CEO & Chief Ecosystem Disruptor
The Nason Group

2:50 pm - 3:10 pm Case Study SAFER – Mayo Clinic’s Strategies to Respond to Patient Misconduct

 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 GYN at Mayo Clinic Health System

Thomas G. Howell MD

Vice Chair, Patient Experience Medical Director, Con-OB GYN
Mayo Clinic Health System

Tripp Welch, Vice Chair of Quality at Mayo Clinic

Tripp Welch

Vice Chair of Quality
Mayo Clinic

2:50 pm - 3:10 pm Panel: Driving a Digital Transformation

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 Experience at University of Maryland Upper Chesapeake Health

Cassandra Crowe-Jackson

VP, Patient Experience
University of Maryland Upper Chesapeake Health

2:50 pm - 3:10 pm Case Study: UCLA’s Neuropsychiatry Storytelling Program

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

Glenn Kopelson, PFAC Co-Chair & Advisor at UCLA Neuropsychiatric Institute

Glenn Kopelson

PFAC Co-Chair & Advisor
UCLA Neuropsychiatric Institute

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.  
Shawn Nason, Founder, CEO & Chief Ecosystem Disruptor at The Nason Group

Shawn Nason

Founder, CEO & Chief Ecosystem Disruptor
The Nason Group

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

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.  
Shawn Nason, Founder, CEO & Chief Ecosystem Disruptor at The Nason Group

Shawn Nason

Founder, CEO & Chief Ecosystem Disruptor
The Nason Group

3:20 pm - 3:40 pm Case Study Interactive: How Do You Hold Employees Accountable to Our Service Standards?

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 Director at Vanderbilt University Medical Center

Brian Carlson

Director, Patient Access and Experience/Associate Hospital Director
Vanderbilt University Medical Center

Alexander Greengold, SVP, Chief Consumer Experience Officer at Memorial Hermann Health System

Alexander Greengold

SVP, Chief Consumer Experience Officer
Memorial Hermann Health System

Greg McKelvey MD, VP of Health at ASAPP

Greg McKelvey MD

VP of Health
ASAPP

2:55 pm - 3:45 pm Keynote: Biased for Excellence

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.
Cristobal Kripper, Chief Patient Experience Officer at CHRISTUS Health

Cristobal Kripper

Chief Patient Experience Officer
CHRISTUS Health

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.  
Shawn Nason, Founder, CEO & Chief Ecosystem Disruptor at The Nason Group

Shawn Nason

Founder, CEO & Chief Ecosystem Disruptor
The Nason Group

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 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.

Anjali Kataria, Chief Executive Officer at Mytonomy

Anjali Kataria

Chief Executive Officer
Mytonomy

Elizabeth Paskas, VP, Human Experience at Hackensack Meridian Health

Elizabeth Paskas

VP, Human Experience
Hackensack Meridian 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

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….

Lynn Charbonneau MBA, CPXP, Manager, Patient Experience at Tampa General

Lynn Charbonneau MBA, CPXP

Manager, Patient Experience
Tampa General

Cassandra Crowe-Jackson, VP, Patient Experience at University of Maryland Upper Chesapeake Health

Cassandra Crowe-Jackson

VP, Patient Experience
University of Maryland Upper Chesapeake Health

Drew Koerner, Chief Technical Officer – Healthcare at ServiceNow

Drew Koerner

Chief Technical Officer – Healthcare
ServiceNow

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

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
Jessica Barker, Director, Certification and Continuing Education at The PX Institute

Jessica Barker

Director, Certification and Continuing Education
The PX Institute

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

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.

Carol Kivler, Founder at Courageous Recovery

Carol Kivler

Founder
Courageous Recovery

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!