Aida Hozanovic

Patient Experience Performance Advisor Inova Health System

Aida Hozanovic currently serves as the Patient Experience Performance Advisor at Inova, recently recognized as the Health System of the Year. She is a registered nurse with extensive healthcare experience in critical care, neonatology, occupational health, compliance, and patient experience.

Aida began her nursing career in the neonatal intensive care unit (NICU), where she developed a deep understanding of patient and family needs. This experience shaped her commitment to patient-centered care and service excellence.

In her current role, Aida bridges the gap between leadership, team members, and patients by fostering a culture of service excellence. She prioritizes the patient's voice by using data, feedback, and insights from patients to identify improvement opportunities and develop impactful initiatives.

Passionate about Inova's vision, mission, and values, Aida practices with the goal of providing world-class healthcare every time, every touch, to each person in every community served. She has launched impactful initiatives like "Onsite Immersion Rounding" and "Caring Connections Training," driving excellence in patient experience through compassion, communication, and continuous improvement.

Day 3: Shaping What’s Next: Designing the Future of Experience

12:20 PM CASE STUDY: Transforming Ambulatory Care Through Experience-Led Innovation

In an era of rapid healthcare transformation, our nearly 300 ambulatory clinics implemented a data-driven, people-centered strategy to elevate patient experience (PX) while ensuring operational efficiency and workforce engagement. By leveraging the data at our fingertips, we identified key trends in patient feedback, improved data integrity through real-time adjustments (e.g., shortening survey windows, pausing surveys during disruptions), and separated virtual and in-person visit data for targeted improvement. Our immersive training initiatives—including “Onsite Immersion Rounding,” “Caring Connections,” and de-escalation coaching—built emotional intelligence and empathy across frontline teams, while also enhancing safety through a new Escalation Management Process grounded in equity and inclusivity. Collaborative workgroups focused on aligning digital communication, optimizing EHR workflows, and amplifying team member voices helped unify our approach under a shared Care Mandate. As a result, we improved PX performance by 18 percentile points in under 3 years. By the end of this session, participants will be able to:

Leverage real-time data insights to identify and drive patient experience improvements in ambulatory care
Strengthen engagement at all levels through immersive, inclusive training that empowers frontline teams and leaders
Advance patient safety and equity by implementing a standardized process for managing behavioral escalations
Align strategic, operational, and communication practices to create a cohesive, system-wide approach to patient experience

This holistic framework offers a scalable, innovative model for transforming ambulatory care delivery across a large geographic footprint.

Check out the incredible speaker line-up to see who will be joining Aida.

Download The Latest Agenda