Marcela Reyes MSN, RN, CPXP, CCMP

In this session, you will learn AdventHealth’s framework for implementing an improvement and sustainment patient experience strategy across a 52-hospital system spanning nine states. Getting back to basics was essential. We will share a strategy to get there including the tools and the mechanisms utilized to foster collaboration and a learning culture. We will also share our progress to standardizing how we define and deliver an exceptional and consistent experience across settings. This comprehensive approach may serve as a blueprint for healthcare institutions seeking to elevate patient experience and foster organizational excellence.

• Describe an approach to drive system-wide patient experience strategy in a large, complex health system
• Identify key strategies to building a culture of collaboration and learning
• Define key partnerships and corresponding roles in driving evidenced-based practices

DEEP-DIVE TERRACE ROUNDTABLES (Choose 2 – 20 minutes Each):

NGPX is known for concise, 20-minute presentations, yet often, this leaves our attendees craving deeper engagement. We hear you, and we’re giving you some extra face-to-face time with our speakers to dive deeper into their topics. 

Join your favorite morning keynotes for an enriching continuation of the day’s discourse in an alfresco setting that fosters both a bit of fresh air and profound insight. These talks delve deeper into the pivotal topics and themes explored during sessions, offering participants the unique opportunity to unpack complexities, share perspectives, ask questions, and forge meaningful connections.

  Roundtable # 1 Wellbeing, Physician Leadership & Patient Experience

Alison Soileau, PhD, FACHE, CPXP-L, System Vice President, Patient Experience & Service Excellence, Ochsner Health

Roundtable #2 There’s a Snake On My Head! Alleviating Fear and Anxiety

Mindy G Spigel RN, MSN, CPXP

Roundtable # 3 Accelerating Improvement for Patient Experience

Hayley Andreasen, MSL, System Senior Manager, Patient Experience, Medical Group, Intermountain Health

Jenna Gonzalez, System Senior Manager- Patient Experience, Acute Care, Intermountain Healthcare

Roundtable #4 Embracing Diversity, Equity, and Inclusion: Elevating Patient Experience Through Authentic Interactions

Swati Mehta, MD, National Director of Quality & Performance, Vituity

Elizabeth L. Holder, Ed.D., System Director, Patient Experience, SSM Health

Roundtable #5 Delivering a Sustainable Acute Care Patient Experience Strategy in a Large, Complex Health System

Marcela Reyes, MSN, RN, CPXP, CCMP, Executive Director, Consumer Experience, AdventHealth

David Wall, MSW, LCSW, Director of Culture & Process for Consumer Experience, AdventHealth

Roundtable #6 The Role of Patient and Family Partners – Moving Beyond Traditional FACs

Peggy Greco  Ph.D, Chief Patient Experience Officer, Nemours Children's Health

Roundtable #7 Overcoming the Barriers to Compassion

Pantea Vahidi, RN, Founder, Compassion Clinic