Brian Carlson

Vice President of Patient Experience Vanderbilt University Medical Center

Brian Carlson, MHSA, MBA, serves as the Vice President of Patient Experience at Vanderbilt University Medical Center (VUMC) in Nashville, Tennessee. In this role, he leads strategic and operational initiatives aimed at enhancing patient experience across the health system. His responsibilities encompass oversight of Patient Relations, Service Consulting, Guest Services, and EMS Excellence, as well as participation in organizational culture programming and governance of patient-engaging technologies, including artificial intelligence . NEJM Catalyst hxconference.pressganey.com Carlson joined VUMC in 2007 as Administrator of the Vanderbilt Eye Institute and has since held multiple leadership positions, including Senior Director of Patient Experience and Associate Hospital Director of Patient Access . His prior experience includes serving as CEO and COO of Olean Medical Group LLP and as Practice Manager at Northwestern Medical Faculty Foundation . Patient Experience +3 Clay +3 eMedEvents +3

Day 1: Rooted in Purpose: Reconnecting with the Why Behind PX

3:20 PM Keynote Panel: Avengers Assemble: Uniting Health Systems to Transform the Patient Experience

Just as the Avengers unite their unique strengths to protect the world, healthcare systems must align their diverse capabilities to deliver a powerful and cohesive patient experience. Inspired by the spirit of collaboration, this panel will explore how multi-hospital organizations can harness the collective force of patient experience leadership to overcome systemic challenges and drive meaningful change. Back by popular demand after last year’s unforgettable Wizard of Oz-themed collaboration, this dynamic group is reuniting—costumes and all—for another creative and impactful session you won’t want to miss. Panelists will share strategies for assembling high-impact PX teams, building unified experience frameworks, and leveraging data and technology to connect care across facilities. Attendees will walk away empowered to combine their own “superpowers” to deliver an experience that is greater than the sum of its parts.

Learn how to build a high-performing, system-wide team of patient experience leaders to drive change across varied hospital settings
Discover how to develop a unified PX strategy that aligns individual hospital efforts with a shared organizational vision
Explore innovative ways to use data and technology to break down silos, personalize care, and create a seamless patient journey across the system

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

Download The Latest Agenda