Erica Steed

In today’s healthcare climate, patient experience leaders are being asked to do more with less—driving meaningful change without the luxury of unlimited resources. This panel brings together experienced PX leaders who have successfully exercised their creativity, collaboration, and smart prioritization to deliver measurable impact. Attendees will walk away with actionable strategies to stretch limited budgets, engage teams in innovative problem-solving, and sustain high standards of care even in lean environments.

• Identify and implement high-impact, low-cost tactics to improve patient experience across the care continuum
• Leverage internal resources and staff creativity to drive sustainable improvements without major investment
• Build effective frameworks for prioritizing PX initiatives and allocating limited resources for maximum return

An NGPX Favorite! Join us for a series of intimate and engaging discussions designed to foster deep connections and insightful conversations among PX leaders. Each roundtable features a specific topic led by a knowledgeable moderator, ensuring a focused and productive dialogue. Participants will have the chance to share their insights, learn from their peers, and explore innovative solutions to common challenges.

• Focused Discussions: Engage in in-depth conversations on pertinent patient experience topics, gaining new perspectives and ideas
• Peer Learning: Benefit from the collective expertise of fellow leaders in the field, sharing challenges and best practices
• Networking: Build valuable connections with peers who share your passion for improving patient experience

Roundtable #1 – Replacing Cost with Care - How Automating Clinical Workflows Improves Patient Experience

Moderator: Tara Jacoby, Director of Products, Healthcare RTLS

Roundtable #2 - – Understanding Workplace Belonging: Stories of Lived Experiences of Healthcare Workers

Moderator: Tatiana Abigail, Healthcare and Leadership Consultant, ASCEND Healthcare Solutions

Belonging has been described as a feeling of being included and heard. In a workplace, it is recognized to be at the core of employee well-being and success. Based on research, companies whose cultures are built on the idea of "belonging" show increased engagement with higher productivity and lower turnover rates. This presentation will provide a brief analysis of the findings from a recent study on the subject of belonging, which was done in a large healthcare organization in the Western United States*. Attendees will gain insight into key learnings and practical tools to help them create a culture of belonging within their organizations.

Roundtable #3 – From Noise to Clarity: How Smarter Communication Simplifies Care Delivery and Restores the Patient Experience

Moderators: Sheila Dempsey, RN, BSN, Director of Clinical Engagement, West-Com Nurse Call Systems

Heidi Scherban, RN, BSN , Clinical Specialist, West-Com Nurse Call Systems

Behind every call light is more than a request—it’s a moment that shapes how patients feel about their care. Yet for nurses, constant alarms and fragmented workflows create noise, stress, and burnout, leaving leaders without insight into the real challenges at the bedside. West-Com redefines nurse call by simplifying care delivery through intelligent communication that connects the right caregiver, at the right time, with the right request. The result? Patients feel reassured, nurses feel supported, and leaders gain visibility to drive outcomes. Join us to see how smarter communication transforms complexity into clarity and restores the true patient experience.

Roundtable #4 – Beyond the “AI hype”: Is your strategy reducing burnout or reinforcing it?

Moderator: Donna Pritchard, DNP, MSN, FNP-BC, Vice President, Clinical Services, CipherHealth

AI has promised to transform healthcare, but for many clinicians and administrators, the reality feels like one more thing to manage—more alerts, more inboxes, and more data with fewer insights. This roundtable invites leaders to cut through the hype and discuss what’s working, what’s not, and how to design AI strategies that truly lighten the load. Together, we’ll explore how responsible AI can reduce burnout, enhance patient and staff experiences, and rebuild trust across care teams.

Roundtable #5 – Aligning PX, Safety, and Quality: Stop Doing the Same Work Three Times

Moderator: Valerie Monet, Executive Director, Consumer Insights & Marketing Operations, Banner Health

Frustrated by getting separate requests for patient follow-up from PX, Safety, and Quality teams? Let's talk about it. In this roundtable, we'll share ideas on how to spot the overlap (hint: it's about 80%) and work toward one coordinated approach instead of three competing processes. Come ready to discuss real challenges and swap strategies with peers facing the same issues.

Roundtable #6 – Transforming Data into Action: Using Patient Feedback to Drive Meaningful Change

Moderator: Erica Steed, Patient Experience Leader, Wellstar Health System

Patient feedback is a powerful tool, but only if it is acted upon effectively. This session will delve into how organizations can synthesize feedback from surveys and direct interactions to create data-driven initiatives that improve patient care and experience. Learn strategies for turning qualitative and quantitative data into clear action plans that drive sustainable improvements.