Rick Evans

The make up of our front line teams has changed dramatically in the Post-Covid era. Many of our newest team members are new to healthcare and their profession. The demographics of our newest colleagues is also different than in the past. NewYork-Presbyterian warmly welcomed this new generation. However, we soon realized that some of our traditional means of engaging and educating our staff about patient experience were not as effective as in the past. We developed new programs and venues to reach this new generation, reaching thousands of our newest colleagues and having fun while doing it! This session will share our journey and some of our successes. In this session, attendees will learn about:

• The profile of this new generation and their unique learning and motivational needs
• Specific tactics and strategies used successfully at NYP
• How to replicate these practices in your organization

MODERATED BY: Rick Evans, SVP and Chief Experience Officer Senior Vice President and Chief Experience Officer, New York-Presbyterian Hospital

This closed-door session brings together 15–25 senior patient experience and healthcare operations executives for a candid, off-the-record discussion on the challenges, opportunities, and strategic imperatives shaping the future of experience leadership. Designed as an interactive, peer-driven roundtable, this think tank fosters high-level collaboration, shared problem-solving, and idea exchange in a confidential, vendor-free environment. Participants will have the opportunity to dive deep into critical topics, benchmark with peers, and help shape the evolving roadmap for PX excellence. Key Discussion Areas May Include: • Aligning PX strategy with system-wide financial and clinical goals • Addressing executive burnout and leading with authenticity • Anticipating future disruptors—from AI to shifting patient expectations Attendance is limited and by invitation only to ensure meaningful participation and open dialogue.