Amy Searls

Chief Experience Officer Prime Healthcare

Amy Searls has served as Chief Experience Officer at Prime Healthcare since 2020, leading systemwide efforts to elevate both patient and employee experience across 44 hospitals and 300+ outpatient locations in 14 states. Under her leadership, Prime implemented a caring communication model inspired by Jean Watson’s theory, resulting in significant gains in HCAHPS and ED CAHPS scores. Amy also spearheads initiatives to improve employee engagement and well-being, including a dedicated mental health and wellness app for staff, as well as leadership education focused on caregiver resilience and support.

Day 2: From Insight to Impact: Operationalizing Patient Experience

8:20 AM Opening Keynote: The Patient Experience Revolution: Proving ROI To Drive Organizational Change

Patient experience professionals know the value of their work—but getting the rest of the organization to fully invest can be an uphill battle. This keynote dives into how data, when framed strategically, becomes a powerful tool for influence and action. Learn how one CXO leader transformed HCAHPS metrics into a compelling business case that resonated from the boardroom to the bedside. Walk away with practical strategies for aligning PX with financial performance, engaging reluctant stakeholders, and building a culture where experience isn’t just a priority—it’s a proven investment.

Translate HCAHPS and experience data into clear, outcomes-driven narratives tied to retention, reimbursement, and reputation
Communicate the ROI of PX across audiences—from executives to frontline staff
Use data to secure buy-in, unlock resources, and embed experience excellence into your organization's strategic fabric

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

Download The Latest Agenda