Kerrie Fullen

Director of Patient Experience Norton Healthcare

Kerrie Fullen is a Certified Patient Experience Professional (CPXP) with more than 20 years of experience advancing culture, service excellence, and patient centered care. Her work spans both system level strategy and frontline engagement, giving her a deep understanding of how to translate organizational priorities into meaningful improvements for patients and care teams. In her role with Norton Medical Group, she partners closely with physicians, clinical leaders, and practice staff to strengthen the ambulatory patient experience through collaborative coaching, data driven insights, and practical workflow enhancements. Kerrie is recognized for her ability to simplify complex challenges, create alignment across teams, and foster environments where caregivers feel empowered to deliver compassionate, consistent care. Grounded in the belief that culture shifts begin with authentic human connection, she brings this philosophy to every initiative, interaction, and leadership conversation.

Designing Experience That Drives Measurable Outcomes

2:40 PM PANEL: Bridging Clinical Practice and Patient Experience: What Actually Works

Delivering meaningful patient experience improvement requires more than collaboration; it requires true alignment and shared ownership between clinicians and patient experience leaders. This panel explores how high performing organizations are moving beyond parallel efforts to integrated, clinician led experience strategies. Panelists will share real-world examples of how aligning physician priorities, leadership behaviors, and PX goals drives safer care, stronger communication, and measurable outcomes for both patients and care teams.

Designing PX for the World We're In

8:00 AM PX Led Breakfast Roundtable Workshops

(1 Rotation - 30 MIN)

Roundtable 1: Making Experience Metrics Actionable at the Frontline

Speaker 1: Tiah Wingate, PhD Sr. Analytics Coordinator, Patient Experience, Akron Children's Hospital
Speaker 2: Molly Lloyd, CPXP; Data Management Specialist, Patient Experience, Akron Children's Hospital

Roundtable 2: Scaling Without Losing the Human Touch: Keeping Care Patient-Centered During Rapid Growth

Speaker 1: Kristina Bramwell, Patient Experience Officer, Cayman Islands Health Services Authority

Roundtable 3: Closing the Culture Gap: Turning Employee Voice and Patient Voice into Real Behavior Change

Speaker 1: Kerrie Fullen, Director of Patient Experience, Norton Healthcare

Roundtable 4: Reducing Staff Burden Without Sacrificing Experience

Roundtable 5: Embedding Experience Into Quality & Safety Programs

Roundtable 6: Standardization vs Personalization: Finding the Balance

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

Download The Latest Agenda