Leadership rounding is most powerful when it is intentional, structured, and tied to action. This panel explores how healthcare leaders are using purposeful rounding to strengthen patient and workforce experience, surface safety risks earlier, and improve operational flow without adding burden. Learn how organizations move beyond informal check‑ins to disciplined leadership presence that builds trust, reinforces priorities, and translates real‑time insights into measurable improvement. Panelists will share practical strategies for scaling effective rounding behaviors, closing the feedback loop, and ensuring leadership presence drives outcomes, not just visibility. 

Michael DeCicco

Director of Patient Experience and Culture
NYU Langone Health

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Turn patient experience data into consistent, repeatable action at the frontline. This panel explores how leading organizations move beyond dashboards and reports to operationalize PX insights through huddles, rounding, performance management, and accountability structures. Learn how teams translate data into clear expectations, prioritize the right actions, and sustain behavior change across departments, not just after survey results, but every day.

Alexandra Rodriguez

Patient Experience Director
RWJBarnabas Health

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Collecting patient experience data is easy, changing behavior is hard. In this case study, leaders from Cooper Health share how they moved beyond dashboards and reports to translate PX insights into clear expectations, frontline action, and sustained behavior change. Learn how the organization identified the data that mattered most, aligned leaders and teams around priority behaviors, and embedded PX insights into daily workflows, huddles, and accountability structures. This session offers practical lessons on closing the loop between insight and action, and ensuring patient experience data leads to measurable improvement, not just awareness.

Erin Shipley

Vice President of Consumer Experience
Cooper University Health Care

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Grace Paschall

Customer Experience- Administrative Director
Cooper University Health

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As health systems expand across hundreds of ambulatory sites, delivering a consistently excellent patient experience becomes both more critical and more complex. This panel explores how leading organizations are reducing unwarranted variation while preserving compassion, local context, and clinician engagement across ambulatory networks. Hear how standardized workflows, clear experience expectations, and frontline enablement help teams deliver reliable, high‑quality care at scale. Panelists will share practical approaches for balancing standardization and flexibility, aligning leaders and clinicians around shared behaviors, and ensuring patients receive a seamless experience, no matter where they enter the system. 

Ashley Ackerman, MHA, CPXP

System Director, Patient Experience
Baptist Health

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Language barriers aren't just a patient experience challenge; they're a patient safety risk that can lead to preventable harm, inequitable outcomes, and eroded trust. This panel reframes language access as a core safety strategy and explores how high‑performing organizations design interpreter services that are dependable in the moments that matter most: the ED, inpatient care, informed consent, procedures, and discharge. Panelists will share practical, scalable approaches to make language support easy to request, quick to deploy, consistent across settings, and embedded in clinical workflow not treated as an add‑on. Learn how teams are improving utilization, reducing delays and workarounds, strengthening understanding at key decision points, and measuring impact through quality, safety, and equity lenses. Attendees will leave with actionable design principles and operational tactics to hardwire language access as a standard of care and a driver of better outcomes. 

Tyler Gegen

System Executive Director, Patient Experience
UnityPoint Health

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David Weisman

CXO
NYC Health Hospitals/Queens

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In today's healthcare environment, resource constraints are the rule, not the exception. Yet patients still expect care that is compassionate, personalized, and seamless. The good news? Exceptional patient experience is not about doing more, it's about doing what matters. In this session, participants will explore how organizations can deliver high‑value, high‑impact patient experiences even amid staffing shortages, budget pressures, and operational fatigue. Drawing on real‑world examples and practical frameworks, this presentation challenges the myth that great experience requires more resources and instead reframes value as clarity, alignment, and intentional design.  

Ryan Finch

Director Organizational Experience
Holzer Medical Center

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Delivering meaningful patient experience improvement requires more than collaboration; it requires true alignment and shared ownership between clinicians and patient experience leaders. This panel explores how high performing organizations are moving beyond parallel efforts to integrated, clinician led experience strategies. Panelists will share real-world examples of how aligning physician priorities, leadership behaviors, and PX goals drives safer care, stronger communication, and measurable outcomes for both patients and care teams. 

Carol Lewis

Professor and Chief Patient Experience Officer, ad interim
MD Anderson Cancer Center

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Kerrie Fullen

Director, Patient Experience
Norton Healthcare

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Farzana Hoque MD, MSHA, MRCP, FACP FRCP

Regional Medical Director, Patient Experience
SSM Health St. Louis

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The healthcare workforce is changing fast. From new roles and evolving scopes of practice to hybrid teams, technology‑enabled care, and growing reliance on interdisciplinary collaboration, traditional experience models are no longer enough. This panel explores how organizations are redesigning workforce experience to meet the realities of today's care teams while protecting patient outcomes. Learn how leaders are adapting workflows, role clarity, communication, and support structures to improve collaboration, reduce friction, and enable every team member to contribute at the top of their license. Panelists will share practical lessons on designing experience for a workforce that looks and works very differently than it did even a few years ago. 

Tracy Plume

Director of Nursing
Sharp HealthCare

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Jenn Wells

AVP of Customer Experience and Brand Strategy
Hancock Health

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Psychological safety is a foundational driver of workforce performance and patient outcomes. This panel explores how creating environments where staff feel safe to speak up, report concerns, and ask for help directly impacts safety, quality, and experience. Learn how leaders are operationalizing psychological safety through leadership behaviors, team design, and daily practices, and how those efforts translate into fewer errors, stronger engagement, and better care for patients.