Lynn Charbonneau

First Time Attending NGPX?  Kick off your NGPX journey with this relaxed, networking event designed just for first-year attendees. Join fellow newcomers and our welcoming Advisory Board members for casual conversations, light structure, and a low-pressure environment to help you ease into the event. Whether you're looking for industry insights, new connections, or just some friendly faces, this session is the perfect way to start building your NGPX community.

• Meet fellow first-time attendees and start forming lasting connections
• Get guidance and insights from seasoned Advisory Board mentors
• Join lightly structured group discussions to jumpstart meaningful conversations with ease

Join fellow patient experience leaders for a hands-on, small-group session using design thinking to tackle real-world challenges in healthcare. Guided by experienced facilitators, each table will focus on a specific PX pain point—from care transitions to staff burnout—and work through a rapid-cycle innovation process to uncover creative, actionable solutions.

These intimate, interactive discussions are built for participation—not passive listening—so come ready to share, brainstorm, and leave with fresh ideas you can put into practice.

What to Expect:

• Choose from several timely PX challenges curated by industry leaders
• Collaborate with peers in a structured yet flexible design-thinking framework
• Walk away with practical strategies and inspiration to take back to your team

ROUNDTABLE WORKSHOP #1:  The Disruption Mandala – Making Meaning from Chaos

Julie Kennedy Oehlert, Chief Experience and Brand Officer, ECU Health

How might we transform disruption into a catalyst for clarity, creativity, and meaningful change in patient experience?

ROUNDTABLE WORKSHOP #2:  From Reactive to Proactive: Rethinking Workplace Violence Prevention in Healthcare"

Stephanie Bayer, Senior Director, Patient Experience, Cleveland Clinic

How might we design safer environments and stronger support systems to protect staff from physical and verbal abuse while maintaining compassionate care?

ROUNDTABLE WORKSHOP #3:  Winning Over the Why: Engaging a Disconnected C-Suite in the Value of Patient Experience

Lisa Drumbore, Vice President, Chief Experience Officer, Saint Peter’s Healthcare System

How might we reframe patient experience as a strategic priority for executives who see it as a ‘nice to have’ rather than a business imperative?

ROUNDTABLE WORKSHOP #4: Leading with Intention – Developing the Next Generation of PX Leaders

 Alex Wimsatt, BSN, RN, PHN, Director, Care Experience, Providence

How might we design leadership development programs that not only build PX capabilities, but also foster confidence, resilience, and a clear sense of purpose?

ROUNDTABLE WORKSHOP #5:  Designing a Patient Advisory Board That Actually Drives Change

Cassandra Cisneros, Director, Patient Experience, Penn Medicine

How might we create a patient advisory board that goes beyond box-checking and becomes a meaningful engine for insight, inclusion, and impact?

ROUNDTABLE WORKSHOP #6: Bridging the Discharge Gap: Redesigning the Patient Transition from Hospital to Home

Lynn Charbonneau, Former Director, Patient Experience and Guest Services, Tampa General

How might we improve communication, clarity, and follow-through during discharge to reduce confusion, readmissions, and dissatisfaction?