Charleen Ring, Event Director, NGPX

How many times have you heard the phrase, “The New Normal” over the past year? More times than you can count, right? While the phrase may feel trite and uninspired by now, it exists for a reason; we keep saying it for a reason. It’s been two years since we’ve all been together at NGPX, and to say that we’ve all been changed, personally and professionally over the past 16 months would be a complete understatement. But we are here, we are healthy, we are together, and we all have the same goal: to transform patient experience! To kick off NGPX, we felt it was only appropriate to address, acknowledge and embrace what it means to be living in this “New Normal,” how we have grown as individuals and organizations, and how we can hit the re-set button, setting the stage for a “new, new normal.” During our opening panel, you will hear from some of the most brilliant CXOs in the industry as they share updates and insights into where the industry stands today, and more importantly, where it is going. Our panelists will cover:

• What does your “new normal” look like?

• Addressing the new hybrid work model

• Evaluating our organization’s core value in a post-COVID world 

• Where do we go from here?

Cassandra Crowe-Jackson

Chief Experience Officer
Sharp HealthCare

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Christine Cunningham

Executive Director and Chief Experience Officer
El Camino Health

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Jennifer Baron

Chief Experience Officer
UC Davis Health

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Gregory Makoul Ph.D., M.S

CEO of PatientWisdom
NRC Health

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Our panelists answer your pressing questions.

The Cleveland Clinic was the first healthcare system to appoint a CXO over 10 years ago. Dr Boissy has been on that journey since the very beginning as the role, the expectations, and the field have evolved. It's been a wild ride! In this session, I'll offer specific examples of how patient experience professionals can shape culture in their organizations and the skills necessary to do so. That sounds easy and simple, yet we know it isn't. Sometimes the skills you think you need are not actually what gets things done. We'll frame these in the context of non-negotiable MUST-DOs for patient experience professionals no matter where you are to bring humanity to all we do today and for years to come. 

Adrienne Boissy

Chief Medical Officer, Qualtrics, Staff Neurologist and former CXO
Cleveland Clinic

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Patients, Consumers, Customers, Humans...No matter what we call those who entrust us with their care, their expectations have changed – whether we like it, accept it, or not. Will we evolve too or simply entrench in what we know or think? Let’s explore what’s driving this evolution of experience and how we can be sure the experience evolution doesn’t create a revolution in healthcare without us!

Jason Dupuis

Chief Experience Officer
PM Pediatrics

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Staff Wellbeing is top of mind for healthcare organizations today. Over a year into the pandemic, bedside staff continue to suffer and need supportive intervention to ensure their physical and emotional wellness are preserved. Acknowledgment and Recognition of effort and contribution are essential to any staff wellbeing strategy. Rounding with purpose, while listening to the voice of the patient and providing an opportunity to recognize a staff member, will provide powerful insight into what is most important to patients and is often reflected in their recognition of excellent care. Patient recognition is deeply meaningful and has a healing effect on the caregivers at a time when it is most needed. Learn how to leverage patient recognition and purposeful rounding to support staff resilience and overall wellbeing.

Stela Record

Patient Experience Director
Banner Health

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Joy Avery

SVP, Clinical Strategy
CipherHealth

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Join us for a bubbly bar and a variety of avocado toasts!

COVID -19 disproportionately affected racial and ethnic minority groups, highlighting long-standing inequities in health care. During this keynote, our speaker will discuss the very important question: How can Patient Experience lead the way to a truly equitable approach to health care?

Nadia Huancahuari MD

Brigham Health Medical Director, Quality, Safety and Equity
Brigham Health

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We’ve gathered a group of passionate PX and Health Equity leaders to discuss how COVID -19 disproportionately affected racial and ethnic minority groups, highlighting long-standing inequities in health care. Our panelists will discuss the question: How can Patient Experience lead the way to a truly equitable approach to health care?

• Understand how to mine PX feedback for health equity insights
• Learn how to create internal partnerships to focus on health equity & PX improvements
• Specific tactics for closing health equity gaps in Patient Experience

Iris Lundy

Director, Health Equity
Sentara Healthcare

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Alan Dubovsky

Vice President, Patient Experience
Cedars-Sinai Medical Center

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Peggy Greco, PhD

Chief Patient Experience Officer
Nemours Children's Health

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Torrie Harris

Health & Equity Strategist
New Orleans Health Department

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Maria Reese

Sr. Director Health Equity and Community Services
Get Well

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Stanford Health Care used traditional patient satisfaction vendors for the past 2-decades. While those vendors had a role in helping hear and listen to the patient voice – there were barriers, including that the measurement tools were antiquated and static, with delayed response rates making it difficult to get actionable data into the hands of the operational leaders. Join Alpa Vyas and Mysti Smith-Bentley to hear about Stanford Health Care's journey to deploy dynamic questionnaires to understand the patient experience enabling them to get actionable patient feedback into the hands of operational leaders in near real-time for the entire system.

Alpa Vyas

Vice President and Chief Patient Experience Officer
Stanford Health Care

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Mystique Smith-Bentley RN, MBA

Executive Director, Service Excellence
Stanford Health Care

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PX Leaders Roundtable Discussions  

Sit down with 10-15 other patient experience innovators, share solutions to common challenges, and ask the questions that’s have been keeping you up at night. The conversations are candid and one of the most anticipated time of the day. Plus you get to choose your own adventure: Pick the two topics that will pack the biggest punch for your 2021 PX strategies.  

#1 The Relationship between the Patient and Employee Experience 

Amy J. Pettit, Vice President of Patient Care Services/Chief Nursing Officer, Schneck Medical Center 

#2 Enhance Staff Wellbeing: The importance of Patient Feedback and Staff Recognition  

Stela Record, Patient Experience Director, Banner Health  

Joy Avery, SVP, Clinical Strategy, MSN, RN, CipherHealth 

#3 Developing Courageous Leaders with Virtual Human Practice

Brentt Brown - VP of Sales, Mursion

Jill Carter, Director, Leadership & Organizational Development, Intermountain Healthcare

#4 The Elephants Not In the Room - Engaging Healthcare Professionals In Improving The Patient Experience 

Dr. Sean Hubbard, Founder & CEO, The Winner’s Circle Foundation  

#5 Using Practical AI for Patient Experience to Create Moments that Matter 

Patty Hayward, Head of Provider and Payer Strategy, Talkdesk 

Amy J. Pettit

Vice President of Patient Care Services/Chief Nursing Officer
Schneck Medical Center

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Stela Record

Patient Experience Director
Banner Health

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Joy Avery

SVP, Clinical Strategy
CipherHealth

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Patty Hayward

Head of Provider and Payer Strategy
Talkdesk

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Dr. Sean Hubbard

Founder & CEO
The Winner’s Circle Foundation

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Jill Carter

Director, Leadership & Organizational Development
Intermountain Healthcare

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While not a panacea, an organization’s purpose can be a key tool to addressing many of the challenges that face the healthcare industry by unlocking the intellectual capital and motivation embedded within an organization, it’s narrative – and each one of us. 

• Consolidation in healthcare is rampant as many organizations seek to survive – clarity & culture suffer as a result. 
• Information and healthcare dollars are rapidly flowing away from traditional centers (clinicians) – and to consumers. 
• Consumers are expecting levels of experience during care similar to those they get when buying digitally – and not finding it. 
• HR continues to throw unprecedented levels of compensation at staff – yet churn continues. 

Brian Deffaa

Chief Marketing Officer
LifeBridge Health

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Patient & Healthcare Professional Advocate, Cancer/Burnout Survivor, TEDTalk Presenter, Published Author, UCLA Adjunct Professor, C-Level Executive & Consultant.

“Patient Lee” Tomlinson is a “true healer’s healer” on a mission to return the immense, scientifically proven, and rapidly disappearing healing power of compassion to healthcare and the world. 

Why? 

To improve the health and wellbeing for suffering and burned-out health care professionals (HCP’s) and their patients.

What will “Patient Lee” do for you?

Through a compelling blend of intimately personal experiences and scientific proof, “Patient Lee” will;

• Have your team feel seen, heard, and deeply appreciated for the life-saving and life-giving work that they do every day.
• Inspire HCP’s to take action to be the healthy, kind, compassionate healers they were when they first got into medicine.
• Provide a rememberable definition of compassion and the 4 actions necessary to deliver it.
• Reveal the immense, scientifically proven benefits of compassion for patients, providers, the bottom line and health care professionals themselves.
• Clearly define burnout and the mental, physical and emotional harm done to patients, colleagues, profitability and health care professionals when they burn-out.
• Remove the stigma of burnout and provide proven steps to recovery.
• Motivate attendees to commit - in writing - to providing more compassion for others and, if needed, for themselves.

“Patient” Lee Tomlinson

Founder & Chief Inspirer
The Compassion Heals Movement

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