hx AGENDA
Conference Agenda
This year’s highly anticipated conference centers around understanding the full story of your audiences by fusing the cutting-edge capabilities, data, and technologies transforming healthcare.
hx AGENDA
This year’s highly anticipated conference centers around understanding the full story of your audiences by fusing the cutting-edge capabilities, data, and technologies transforming healthcare.
Managing Consultant
Press Ganey
Managing Consultant
Press Ganey
Press Ganey
Press Ganey
Press Ganey
President & CEO
Mackenzie Health
Executive VP, COO & CNO
Mackenzie Health
Partner
Press Ganey Consulting
During this two-hour session, patient experience, clinical and physician leaders from three organizations will describe their Compassionate Connected Care® journey and the impact of that work on outcomes. A facilitated panel discussion with question and answer will follow. Please join us!
Associate Chief Nursing Officer and Partner, Strategic Consulting
Press Ganey
Care Experience Executive Director
Presbyterian Healthcare Services
Director of Patient Experience
CentraState Healthcare System
Sr. VP of Medical Affairs and Chief Medical Officer
CentraState Healthcare System
Chief Patient Experience Officer
Stony Brook University Hospital
Assistant Professor of Clinical Medicine, Assistant Director, Hospitalist Medicine, Associate Program Director, Geriatric Medicine
Stony Brook University Hospital
Partner
Press Ganey Consulting
Senior Consultant
Focus3
Pat Ryan Opening Remarks, Executive Specialty Awards, Katie Ledecky Keynote Address followed by Pat Ryan Q&A
Chairman & Chief Executive Officer
Press Ganey
Most Decorated U.S. Female Olympian
Katie Ledecky is a legendary swimmer and one of the most decorated female athletes in history, with 14 Olympic medals and 21 World Championships. She has also broken 16 world records. Beyond her swimming achievements, Katie continues to inspire others as an advocate for education and a role model.
Recently, Mayo Clinic Quality unveiled a refreshed strategic plan aimed at creating scalable capabilities to support an unparalleled patient experience, reliable excellence, and care that is always safe, reinforcing Mayo’s Category-of-One performance. Central to this strategy was the development of enabling structures designed to fortify a culture of safety. These structures seamlessly integrate people, processes, and technology to evolve a post-pandemic culture into one that is proactive and resilient. Join us for an insightful session where we delve into Mayo Clinic’s journey of engaging a diverse spectrum of stakeholders—from executives to frontline staff—in a robust safety culture strategy. Attendees will gain valuable insights into the most impactful initiatives that have been implemented, learning practical lessons that can be applied to their own organizations.
Chair, Quality and Value
Mayo Clinic
Chief Value Officer and Associate Dean of Practice Transformation
Mayo Clinic
Like many in healthcare, our academic medical center continues to recover from the stressors and consequences of the pandemic in an environment shaped by intensifying pressures, a dizzying array of accountability data sources, and stark evidence of increasing workforce fatigue and burnout. In health systems we frequently manage these issues in siloes, rather than recognizing their interrelatedness with a unified system and strategy around the Quintuple Aims of Health. Since 2023, the University of Michigan’s Center for Interprofessional Education (C-IPE) has collaborated with health system leaders in units responsible for these Aims to address our multifactorial challenges, and design a cohesive solution roadmap focused on enhancing interprofessional team-based care that can be replicated and scaled. This “C-IPE Systems Transformation Committee” first crosswalked multiple sources of Press Ganey data, and earned buy-in and support from executive leadership to identify units “thriving” and those in “crisis” in at UM-Health. Next, we determined which units would benefit most from our comprehensive support as partners and coaches for designing and executing customized local action plans focused on improving teamwork. Through this process, we collaboratively and cohesively worked to drive better engagement, safety, and the human experience. In this session, we will describe how we crafted a compelling evidence-based narrative to convene and receive support from leaders across every level, and how we are now engaging teams on the frontline to facilitate the application of these principles to the local context.
Strategy and Workforce Belonging Manager, Office for Health Equity and Inclusion
Michigan Medicine, Ann Arbor, Michigan
Administrative Director, Office of Patient Experience
Michigan Medicine
Professor of Medicine and Learning Health Sciences, Director Michigan Center for Interprofessional Education
University of Michigan and Michigan Medicine, Ann Arbor, Michigan
Administrative Fellow
Michigan Medicine, Ann Arbor, Michigan
Since the founding of the original Cook County Hospital in 1834, Cook County Health has been committed to serving the health care needs of the residents of Cook County. Cook County Health remains at the forefront of new therapies and innovations in health care and has been recognized by U.S. News and World Report as a leading hospital for heart failure care for a second year in a row while never neglecting those in need. Attendees to CCH’s presentation will learn how fostering a culture of engagement through a multi-pronged approach leads to higher quality care, better communication, and increased patient trust, ultimately reflected in elevated patient satisfaction scores.
Chief Experience Officer
Cook County Health
Nurse leader rounding is recognized as a best practice in enhancing patient care, but achieving consistency and accountability can be challenging. In this session, discover how Adventist Health transformed their approach to nurse leader rounding through a strategic and innovative program spearheaded by their system Chief Nursing Officer and Patient Care Executives (PCEs). Since implementing the program, Adventist Health’s 28-hospital system has achieved statistically significant improvements in key HCAHPS metrics, including “Recommend the Hospital,” Nurse Communication, and Physician Communication. Our session will delve into the successful strategies that led to these impressive outcomes, including the collaborative approach of the CNO and PCEs, and the creation of a well-defined and accountable rounding program. Attendees will gain practical insights into engaging nurse leaders, developing a robust strategy, and fostering accountability to drive meaningful impacts on patient experience and safety. A crucial element of our success was shifting the team’s perspective from viewing surveys solely as measures of satisfaction to recognizing them as critical tools for improving patient safety. This mindset shift was instrumental in driving the program’s success and achieving measurable improvements in patient care.
Adventist Health West
In today’s dynamic healthcare landscape, fostering a value-aligned organizational culture is paramount. Our session, “Growing Leaders and Engaging Teams through Cultivating Culture Partners,” will focus on a part of a robust engagement strategy centered on developing the role of “Culture Partners”. This key role was designed to upskill high potential Mission Partners to support leaders and drive engagement within their teams. This approach not only bolsters the role of all leaders as Chief Culture Officers but also plays a critical role in succession planning and leadership development. Through a blend of actionable insights and real-world examples, this session will demonstrate how cultivating Culture Partners can lead to significant cultural shifts, enhance team morale, and drive engagement. Learn how to identify, develop, and empower these pivotal roles to champion cultural excellence and support your leaders effectively. Join us to discover practical strategies that integrate Culture Partners into your organizational framework, making them essential to your engagement and leadership development strategy. This session is a must-attend for healthcare executives, managers, and culture advocates seeking to harness the full potential of their teams and foster a thriving workplace culture.
OSF Healthcare
In a world increasingly driven by technology and data, the human element often gets overlooked. Yet, it’s the connections we forge and the shared values we uphold that can truly transform organizations. Join this panel of healthcare executive innovators, to explore the critical role of social capital in healthcare. Moderated by Dr. Thomas Lee, Press Ganey’s Chief Medical Officer, this session will equip you with practical strategies to strengthen social capital within your organization, while creating a more compassionate, effective, and sustainable healthcare system.
Chief Medical Officer
Press Ganey
President
Jefferson Health
Chief Quality Officer
Beth Israel Lahey Health, & Associate Professor - Harvard Medical School
Vice Chancellor and Chief People & Culture Officer
The University of Arkansas for Medical Sciences
In New York’s highly competitive healthcare market, home to some of the most advanced medical facilities and highly trained professionals in the world, it can be difficult to differentiate yourself, in the eyes of patients and consumers. Although Northwell Health is supported by a strong foundation of quality care, outcome, and experience delivery, there is a desire to make the Northwell Experience the ‘easiest’ possible so that patients can focus on being patients and caregivers on being caregivers. This presentation will share how the Northwell Office of Patient & Customer Experience and Consumer Digital Services have developed a holistic strategy for achieving this and how the Press Ganey HX Platform is playing a critical supporting role.
Northwell Health
AVP
Business Intelligence, Northwell Health
AVP, Digital Resource & Analytics
Northwell Health
University Hospitals (UH) has been on a 4-year transformational journey to improve our patients’ and employees’ experiences. UH has harnessed the power of love, coupled with structured accountability, to transform a 16-hospital health system into a flourishing and focused system. A thriving health care system has four pillars that intertwine with an excellent patient experience: leadership, employee engagement, quality, and finance. In 2020, UH had a shift in a cornerstone pillar, with a system leadership change. This was quickly followed by the COVID-19 pandemic. As the pandemic progressed and volumes increased, employee and nursing shortages began to take a toll. All of this was followed by the healthcare economic challenges. UH leadership rose to the challenge to rebuild and reinvigorate our workforce and to continue our longstanding commitment to our communities and patients. UH introduced the idea of “love”, initially as somewhat of a grassroots movement within the organization. The clinical transformation committee, now called the “illuminators” as they illuminate the way for others, began to take a structured approach to heal our organization and transform the culture to one of caring, kindness, and compassion, which we recognize as love. The illuminators utilized ritual, rhetoric, and reward & recognition to build trust and spread the culture of love throughout the organization.
The Fred C. Rothstein, M.D., Endowed Chief Patient Experience Officer & Vice President, Ambulatory Quality Operations & Analytics
University Hospitals Health System, Cleveland, Ohio
Over the past several years there has been a fundamental shift in consumer experience (CX) strategy and practice toward customer journeys—the end-to-end experience of the customer in seeking to accomplish a goal or meet a need when interacting with a provider. However, many corporate research tracking programs that focus on customer experience are not built around journeys. These legacy systems most often consist of some mix of periodic high-level “relationship” surveys and more continuous “transactional” surveys about specific interactions (call center post-interaction surveys, website intercepts, etc.). The fact that many of these surveys are also producing metrics that are embedded in compensation systems makes them even more difficult to change. In 2023, Capital Blue Cross made a strategic decision to overhaul its legacy CX tracking program to become customer journey-centric. We explored the dynamics of how to make this transition in the context of the critical challenges: building stakeholder support, redesigning multiple surveys around customer journeys without disrupting the operational flow of customer feedback to internal business users, and dealing with compensation-linked CX metrics goals. Lessons learned, and practical advice based on our experience “at the front lines” both designing and driving the implementation of this transition, will be shared.
Sr. Customer Experience Strategist
Capital Blue Cross
Cleveland Clinic’s vision is to be the best place for care anywhere and the best place to work in healthcare. To support this vision, we’ve developed a health system workshop framework that promotes a culture of continuous improvement in patient experience. Our approach focuses on better understanding the voice of the patient. By actively listening to our patients, incorporating their feedback into our processes and analyzing key drivers, we can ensure that our efforts to improve patient experience are targeted and effective.
Senior Director of Patient Experience
Cleveland Clinic
Director of Patient Experience
Cleveland Clinic
Discover how a large not-for-profit multi-site hospital system in central Florida implemented standard work to achieve sustained improvements in the patient experience. By leveraging evidence-based strategies to increase teamwork and communication, system leaders implemented a standardized approach to high reliability rounding. Fostering interprofessional collaboration and maintaining strong partnerships with the Press Ganey team, the system improved patient experience top box scores, ranging from 4-8% increases in several Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) domains. This engaging presentation is a must see for all executives, administrators, and hospital leaders.
Orlando Health
In the evolving landscape of healthcare, traditional employee engagement strategies often fail to address the nuanced needs of a diverse and dynamic workforce. At LA Health Services, we recognized the necessity of going beyond engagement to create a comprehensive approach centered around the concept of employee experience. Attend this session to learn how LA Health Services established a standalone, fully resourced team dedicated to this mission—operating independently from HR and patient experience departments to focus solely on workforce needs. Despite the challenges of being a safety net organization, our data-driven and employee-centered approach has yielded remarkable results, including higher employee satisfaction, reduced turnover, and improved patient outcomes. This session will offer attendees an in-depth look at how LA Health Services has transformed its workforce experience strategy to meet the unique challenges of staffing and safety net status. We will discuss the critical role of data in our strategy, how we have redefined the concept of employee experience, and how our innovative approach can serve as a model for other healthcare organizations. This presentation is ideal for healthcare leaders and professionals who are seeking new ways to improve workforce satisfaction and organizational performance in challenging environments.
Los Angeles County Health Services
Join us to gain key insights into a new and effective way to build authentic connections with our patients! CommonSpirit Health is the first large health system to spread the “6H Model for Human Connection” (created by Swati Mehta, MD, CPXP) across their entire health system including inpatient, the emergency departments, ambulatory surgery, medical practice and Health-at-Home. In addition to the typical evidence-based practices, “6H Model of Human Connection” has played a pivotal role in moving the needle on patient experience scores (and sustaining that improvement), for both inpatient and emergency medicine teams. This model, through improved provider communication improves patient experience as well as caregiver well-being, and has other benefits such as reduced length of stay, burn- out and readmissions. Following this session, attendees will be able to define the key components of the 6H Model, take away key scripting examples (to improve patient experience) to share with their teams and ways to deploy this tool at a large scale. Come and be inspired to enhance patient experience in your care setting.
System Director Patient Experience Improvement
Director of Quality & Performance
Vituity
System Director Patient Experience Improvement
Discover how to eliminate delays in patient care response times by integrating clinical nursing and information technology. This presentation showcases the pivotal role of nursing in spearheading transformative innovations and ensuring safe and high-quality patient care. Essential for clinical and data analytics leaders, this session promises to unveil the powerful synergy between nursing and technology in driving impactful changes.
Baylor Scott & White Heart & Vascular Hospital
Access to care continues to be a topic of concern for members and patients as they navigate through the healthcare system. Difficulties regarding being able to get appointments in a timely manner and seeing the providers they want or need to see are frequent comments received back by both health plans and health systems. The impact of these scenarios is evidenced by the CAHPS quality results in the Getting Needed Care and Getting Appointments and Care Quickly domains. Attend this session to learn how one health plan/health system significantly improved their access to care for members and patients in 1 year and has led to higher member and patient satisfaction scores.
Quality Director
Doctors Healthcare Plan
VP Administration
Doctors Healthcare Plan
Discover how AI is revolutionizing the healthcare industry. Moderated by Darren Dworkin, Press Ganey’s Chief Operating Officer, healthcare’s forward thinkers will share insights on the latest AI innovations and their potential to improve patient care, efficiency, and outcomes. Join this session to explore the transformative power of AI in healthcare and learn practical strategies to implement these innovations in your organization.
President & Chief Operating Officer
Press Ganey
Attend this session to learn how a large medical practice created a patient-family advisory council (PFAC) recruitment and engagement model to support shifts in advisor expectations and support a group spread out across a large geographic area by providing rapid, custom patient feedback for quality, safety, and experience improvement. In this model, patients are passively recruited through an online, automated application process linked to our patient surveys. Within 4 months of passive recruitment, the PFAC grew to over 200 members representing all clinical specialties and a variety of patient demographics, skills, and experiences. Rapid patient feedback through PFACs has elevated the voice of patients in dozens of projects and within specialties that have not utilized patient feedback or engaged a traditional PFAC in the past. Patients who may not have participated in a traditional PFAC have shared their perspectives on a variety of topics not captured elsewhere. Underrepresented patient populations are engaging in virtual PFACs more than traditional PFACs.
Director, Patient Experience
Emory Healthcare Atlanta, GA
Across MedStar Ambulatory Services (MAS), creating an exceptional patient experience begins with delivering on the division-wide service standards, which build upon MedStar Health’s organizational values. In this presentation, we will share how MAS’s service standards were created and implemented, and how they have been sustained since 2017. In partnership with front-line operations and clinical leaders, the “I CARE Service Standards,” which evolved into the “I CARE Movement,” have helped leaders create a strong culture, improve associate engagement, and achieve their patient experience goals, many of which have sustained top quartile performance in a highly competitive environment. MedStar Ambulatory Services’ PX Playbook, guides leaders through building a culture and hardwiring the service standards. During this session, we will share the playbook and provide detail on the role of both the leader and the front-line associate, including the development and implementation of a simple 4-component action plan. We will share how we are using dynamic surveying to measure success, how we track progress on the Key Driver questions using the Focus Items Summary, and how we leverage the role of our Press Ganey team.
Assistant Vice President, Patient Experience and Associate Communication
MedStar Ambulatory Services, MedStar Health, Columbia, MD
Vice President, Operations
MedStar Ambulatory Services
This session is a must-attend for healthcare professionals committed to advancing patient safety and organizational excellence. Attendees will gain valuable insights from Bon Secours and Ardent Health into the evolution of harm classification, the critical role of leadership in fostering a culture of safety, and the innovative methodologies that have driven success. By attending, you will learn actionable strategies for integrating high-reliability principles into your own safety initiatives, enhancing event reporting processes, and leveraging data for more sophisticated safety analyses.
AVP Patient Safety
Ardent Health Services
Director – Safety | Safety and Reliability
Bon Secours Mercy Health
Jonah, Director Patient Safety
Ardent Health Services
WellSpan’s innovative approach to survey design has significantly boosted stakeholder engagement and data usage. Attend this session to learn how the WellSpan team achieved success by involving key stakeholders from the beginning and conducting iterative design sessions to carefully select survey items that aligned with organizational goals and targeted audiences. Clear standards were established for implementation, benchmarking, reporting, and post-survey action planning, resulting in an inclusive survey that addressed nursing excellence, resilience, safety, and engagement—effectively reducing the need for additional surveys. In the post-survey phase, WellSpan formed an interdisciplinary team to support leaders in engagement and improvement planning. Resources were developed based on team engagement data, emphasizing the importance of involving team members in the improvement planning process. Tailored support was provided based on Engagement and Leader Index scores, including specialized training courses on enhancing engagement, communication, coaching, and feedback. These efforts culminated in many stakeholders participating in the Employee Experience Excellence Program, solidifying WellSpan’s commitment to transforming the experiences of team members.
Manager Workforce Insights & Operations
WellSpan Health, York PA
VP Organizational Development & Chief Learning Officer
WellSpan Health, York PA
Executive Specialty Awards, Darren Dworkin Opener, Scott Galloway General Session
President & Chief Operating Officer
Press Ganey
Entrepreneur & Professor of Marketing
NYU’s Stern School of Business
Scott Galloway is a renowned marketing professor, serial entrepreneur, bestselling author, and award-winning podcaster. He has founded multiple companies, including Prophet, RedEnvelope, L2, and Section, and served on the boards of major corporations, from The New York Times Company to Urban Outfitters.
Healthcare is complex, impacting colleague engagement, workforce dynamics and patient experience. The connection between human experience measures is well established; however, not easily implemented in the workplace. To manage effectively and efficiently, leaders are tasked with integrating a vast array of data streams. Stagnant performance and an inconsistent strategy for engagement and other human experience efforts created a lack of improvement. Attend this session to learn how Hartford Healthcare implemented a strategy that fostered leader understanding and connection and the development of a diagnostic model incorporating the engagement ecosystem for the colleague and provider networks. Analyses supported the model’s development providing evidence that the framework reinforces a focused approach to driving human experience. The implementation of the framework, grounded in a leadership sphere of influence, supported improvements, included key metrics that reached their highest scores historically. Learn how this Engagement Ecosystem can be applied to a multitude of healthcare environments with similar outcomes. The model provides an infrastructure to determine focus areas. The architectural design promotes understanding and ease in incorporating results from large data sets. Future goals are to refine and expand the framework to include connections with business strategy rooted in patient and workforce experience and outcomes of retention and financial stability.
Director, People Analytics
Hartford HealthCare, Hartford, CT
Director of Human Experience-Analytics
Business Systems Analyst
Join us for a transformative panel discussion where we delve into the successful collaboration between Patient Experience, Reputation Management, Nursing, and Operations at AdventHealth in partnership with Press Ganey’s Human Experience product. Discover how these teams united to solve the complex challenge of improving the Emergency Department (ED) experience—a critical touchpoint in the patient journey that shapes hospital reputation and patient retention. Learn about the innovative strategies and Press Ganey tools instrumental in capturing patient feedback and driving continuous improvement. Our session will reveal how these initiatives not only enhanced patient care but also bolstered AdventHealth’s digital presence, setting a new standard for healthcare excellence. Attendees will gain valuable insights into leveraging patient feedback to align patient experience and reputation with operational goals, ensuring that AdventHealth exemplifies the commitment to patient-centered care. Don’t miss this opportunity to learn from AdventHealth’s pioneering approach and take away actionable strategies to elevate the patient experience at your organization.
In the dynamic world of healthcare, professionals encounter a diverse array of individuals on their journey, including patients, families, caregivers, leaders, and peers. Each group offers unique opportunities for learning and growth, contributing to the enhancement of patient care. In this session, five Chief Experience Officers from outwardly competitive organizations will come together to share insights and wisdom they have cultivated over decades in healthcare, and how the strong connections they have developed with one another have advanced their personal and professional growth to the benefit of their own organizations. This panel session draws inspiration from the timeless journey of the Wizard of Oz, exploring how healthcare professionals can build brains, hearts, and courage in their interactions to foster more positive experiences for patients. By navigating the Yellow Brick Road of effective communication, compassion, creativity, and leadership, attendees will be equipped with the tools needed to elevate patient care and engagement.
System Associate Vice President, Patient Experience
Baptist Health System, Louisville, KY
Vice President, Chief Experience Officer
Ballad Health
Chief Experience Officer
Baptist Memorial Care Corporation
Enterprise Director
UK Healthcare
Vice President, Patient Experience
Vanderbilt Health
Discover how the Mount Sinai Health System has operationalized the “Human Experience” through leadership, strategy and interdisciplinary collaboration to create an organizational culture that allows our employees to bring their best selves to work and provide the highest level of care and service to each other, our patients and their families. In this session, we will share details on the organizational structure needed to support priority alignment and what a large health system has been able to accomplish by listening to employees and using the Press Ganey One Ask Survey data to drive change. Instead of the more traditional silos, Mount Sinai developed cross-functional teams under the CMO and CHRO, including Quality and Safety, Learning, and Patient Experience, to drive change. Participants will walk away with concrete examples of how the data can inform critical initiatives they can start working on as soon as they return to their organizations.
Chief Human Resources Officer
Mount Sinai
Chief Medical Office
Mount Sinai
The session will explore the core concepts of patient experience surrounding multidisciplinary strategies that impact the human experience. We will review our process of creating Patient Experience Committees, with a focus on the successes of our Doctor Communication Committee. Communication can positively influence patient experience, adherence, and ultimately can lead to improvement in health outcomes. This session will showcase the work of our TEMP-Interdisciplinary Rounds (IDR). TEMP IDR creates an efficient microsystem on each floor to link daily care processes and create a shared information environment. The team includes the patient and their family, the attending physician, the bedside nurse, the case manager, and the charge nurse or clinical leader.
UF Health Shands
Gain valuable insights from top CEOs on how to prioritize human-centered innovation in healthcare. Moderated by Press Ganey’s CEO, Pat Ryan, this session will feature leading CEOs in healthcare as they share their visionary strategies for enhancing the human experience. These industry pioneers will discuss how they are shaping the future of healthcare, fostering resilience, and driving transformative change.
Chairman & Chief Executive Officer
Press Ganey
President & CEO
WellSpan Health
CEO
Dartmouth Health
CEO
CommonSpirit Health
The ability to capture consumer feedback and integrate a 360 degree view of member data is the foundation of exploring opportunities and pain points of members to drive the right action. Learn how Blue Shield of California integrates their voice of customer platform, data and analytics, and its member experience center of excellence to ensure each member is heard — and that there are consumer strategies deployed to improve key moments that matter, driving NPS, retention and ROI.
Interim VP, Marketing & Member Experience
Blue Shield of California
In 2022, Shriners Children’s implemented a new safety event reporting platform – Press Ganey’s High Reliability Platform (HRP) – and with it brought many teaching opportunities for our organization to strive in becoming a High Reliability Organization (HRO). For the first time we have more than one module to capture and analyze safety data, including a module specific to Service Feedback. We have also introduced to our organization the concept of emotional harm, and the connection between emotional harm and patient safety. While we have started this important work, we still have a long road ahead. Join us while we discuss our journey with HRP, emotional harm, and, ultimately, our journey to being an HRO.
Director of Healthcare Quality and Safety
Patient Experience & Safety Data Analyst
Sometimes we fall into the same pattern when thinking about strategy for patient experience, focusing on the data, metrics, targets, or outcomes. But no strategy would be complete without a sound foundational structure. Over the last five years, Essentia Health has found an innovative, structured approach to forming organizational strategy by consciously layering continuous improvement goals with culture-building tactics and thoughtful performance metrics. Discover in this session that a great patient experience strategy is built just like a great burger with the right foundational first steps through the elements of Methodology, Achievement, and Culture topped with the things that make each organization unique.
Patient Experience Transformation Partner
Essentia Health, Duluth, MN
VP, Patient Experience
Most of us are recovering from the pandemic, searching for ways to get back on track. Finding creative ways to educate, engage, and drive improvement is critically important to achieving better outcomes. Attend this session to learn how Yale New Haven Health System, has gone back to the basics and developed some tactics that are easy to implement and have yielded positive results within our organization. We developed a multi-faceted approach that included collaboration, partnerships and inclusion at all levels with minimum resources. This foundational work has created the connection, engagement, and empowerment to progress into our next phase.
Yale New Haven Health System
In today’s digital age, a healthcare organization’s online reputation can be as important as the quality of care provided. Duly Health and Care recognized the challenge of aligning the feedback patients provided through Press Ganey surveys with public reviews on platforms like Google. Often, the reviews posted were either highly positive or negative, creating a skewed perception of patient satisfaction. To bridge this gap, Duly implemented Press Ganey’s Campaigns tool to actively engage satisfied patients and encourage them to share their experiences publicly. In just four months, Duly’s Campaigns strategy has generated nearly 10,000 Google reviews across 800 providers and 120 locations, increasing the average star rating from 3.8 to 4.8 stars. By empowering satisfied patients to share their voices, Duly Health and Care has successfully transformed its online reputation to align with the excellent care it delivers. Join us to learn how Duly’s innovative approach to reputation management has enhanced patient trust, improved visibility, and strengthened our position as a trusted healthcare provider. Attendees will gain insights into the implementation of Press Ganey’s Campaigns tool and the measurable outcomes that demonstrate the power of an aligned reputation strategy in today’s competitive healthcare environment.
Director, Digital Marketing
Duly Health and Care, Downers Grove, IL
Sr. Vice President, Marketing
Many health systems have faced challenges coming out of the pandemic to focus on engaging with their teams and creating a connected engagement experience across the employment lifecycle. Attend this session to hear how Tampa General Hospital has been able to drive engagement as a system-wide approach, leveraging key data and multiple survey strategies, collaborating with key stakeholders, measuring effectiveness and highlighting opportunities to spotlight engagement opportunities within their multiple locations across the state of Florida. Learning from the feedback that team members provided throughout various points of their career, the organization has identified multiple ways to respond to team members to keep them informed, and support engagement across the system by trying new ideas, focusing on leadership support, and continually evaluating how to remove barriers that impact team member’s engagement and their ability to communicate across the health system.
Tampa General Hospital
Satisfied, engaged members have been shown to see their primary care provider more regularly, get preventative care, and adhere to their medication regimens. VillageCareMAX (VCM) recognized that a cornerstone to members being satisfied and engaged is ensuring that those who have direct member interaction must be able to meet the members where they are at in their healthcare journey. In this session, attendees will hear how VCM enhanced their member experience through enhanced customer service capabilities.
Director of Quality Management
VillageCareMax
AVP of Quality
VillageCareMax
HonorHealth’s explores an innovative approach to integrating customer voices into decision-making processes through its Digital Patient Family Advisory Council (PFAC) in this engaging session. The Digital PFAC serves as a dynamic research panel comprising patients, physicians, employees, and their families, placing stakeholder perspectives at the forefront of organizational improvements. By partnering with Press Ganey and utilizing the HX suite of products, HonorHealth has established ongoing dialogues between providers and patients. Tools such as digital surveys offer real-time feedback, while interactive focus groups and digital diaries enable patients to share detailed experiences. This data-driven methodology has provided HonorHealth with actionable insights to enhance clinical outcomes, increase patient satisfaction, and refine the delivery of care. Participants will gain an understanding of how these patient engagement strategies lead to more responsive and effective healthcare aligned with patient needs and preferences. The session is particularly valuable for healthcare executives, patient experience leaders, marketing professionals, and others interested in improving patient engagement and outcomes.
Director of Marketing and Customer Engagment
HonorHealth, Scottsdale, AZ
Business Operations Manager
Graduate Certificate in Patient Safety, High Reliability Program Lead
Director of Patient Safety and Organizational Readiness
Methodist Health System Dallas Texas
Patient Safety Officer
Vice President Clinical Effectiveness and Patient Safety
Methodist Health System Dallas Texas
Despite significant, constant growth, UNC Physicians Network (UNCPN) patient experience scores have maintained and even improved year-over-year, with current performance in the top quartile of the Press Ganey National Database for Medical Practices. This session will cover how UNCPN approaches new clinic and group onboarding to embed human experience principles, key UNC Health System values and culture while maintaining local spirit.
Experience Manager
UNC Health, Morrisville, NC
Director of Experience and Operations
University of North Carolina at Chapel Hill
In 2020, Allegheny Health Network (AHN) presented at the Press Ganey National Client Conference on their successful implementation of Press Ganey’s 10 Critical Elements to Success. Five years later, amidst a rapidly evolving healthcare landscape, AHN revisits these elements, highlighting how they have adapted and remained relevant. The presentation will also offer insights for other healthcare organizations seeking to build a sustainable foundation for providing high-quality, remarkable patient experiences.
Vice President of Patient Experience
Allegheny Health Network, Pittsburgh, PA
Director, Patient Experience Service Excellence
Allegheny Health Network, Pittsburgh, PA
Chief Experience Officer
Allegheny Health Network, Pittsburgh, PA
Explore the critical role of nursing leadership in driving innovation and improving patient care. Moderated by Press Ganey’s Chief Nursing Officer, Dr. Jeff Doucette, this panel will discuss how nurses can contribute to a culture of innovation and enhance the patient experience. Join this session to gain practical strategies for empowering nursing leaders and fostering a culture of innovation within your organization.
Senior Vice President & Chief Nursing Officer
Press Ganey
SVP & System CNO
Providence
System Chief Nursing Executive
Bon Secours Mercy Health
CHRO
OSF Health
VP & Chief Nurse Executive
HCA Healthcare
In 2016, the Saudi Arabian Government launched the breakthrough Vision 2030 which was built on the needs to diversify the economy beyond oil dependency, enhance the kingdom’s global profile, and modernize the society building on our cultural heritage and legacy. All public sectors had to initiate transformation programs to realize that Vision, and healthcare is no exception. Therefore, the Healthcare Sector Transformation Program (HSTP) was launched. For healthcare, this meant re-thinking its services to improve the human experience and the quality of life for all residents of the Kingdom of Saudi Arabia. One of the main goals of HSTP is to improve the quality and efficiency of healthcare services, so we started measuring patient experience scores to support this goal. We established a partnership with Press Ganey in 2018 to support improvement in government hospitals. Due to the success of this program, in the following years, measurement was expanded in the private sector and other healthcare systems.
This presentation will focus on the maturity journey of the patient experience program in the Saudi Health Private Sector to achieve Vision 2030. Attendees will gain an understanding of how we started measuring ‘What Matters Most’ and what did we do to improve using Press Ganey data. The focus in this presentation will be on the journey of measuring and improvement patient experience in the private sector and how the Council of Health Insurance CHI as a regulator supports this journey. They will also share some of the tailored and localized best practices that we are happening to support this journey of transformation.
Customer Experience Director
Lifepoint Health, a system of 62 hospitals across 33 states, faced the challenge of balancing local autonomy with system-wide consistency. To address this, they developed a Patient Experience (PX) Playbook that standardized improvement strategies while allowing for local adaptation. This session will explore how they overcame obstacles, achieved measurable results, and leveraged Press Ganey data and expertise to drive positive patient outcomes. Attendees will learn how to:
By sharing our experiences, we aim to inspire and equip healthcare leaders with practical strategies to enhance patient experience and drive organizational success.
Lifepoint Health
To achieve success in high-impact projects, adopting a collaborative team approach is crucial for leveraging tools, resources, and perspectives effectively. Following their transition to Press Ganey and with their support, the Cedars-Sinai Patient Experience team gained proficiency in leveraging the HX Platform to execute a successful house-wide project on improving their “Staff Worked Together to Care for You” metric. To share these best practices, they will provide a roadmap to successfully deliver a high-impact patient experience project in partnership with Press Ganey. Throughout our showcase, we will share how we utilized and leveraged the following best practices to drive improvement.
Cedars-Sinai
Learn how to create a strong brand identity and foster patient loyalty in the digital age. Moderated by Press Ganey’s Chief Experience Officer, Chrissy Daniels, this panel will discuss the importance of combining technology with personalized care to deliver exceptional patient experiences. This session will provide practical strategies for leveraging technology to build brand loyalty and enhance the human touch in healthcare.
Chief Experience Officer
Press Ganey
SVP, Patient Experience
CommonSpirit Health
SVP, Chief Consumer and Brand Officer
Sutter Health
VP Patient Experience & Quality/ Survey Operations
Baylor Scott & White
EVP, Chief Brand & Experience Officer
Henry Ford Health System
Join Matt Schaefer, Press Ganey’s Vice President of Partnerships, and Sam Seering, Epic’s Product Director, to learn how Press Ganey and Epic are driving the future of personalized healthcare experiences. These industry leaders will provide an update on live features and share the continued collaborative roadmap to integrate patient experience seamlessly with workflows, empowering your staff and optimizing platform integration across the entire enterprise.
Product Director
Epic
VP Partnerships
Press Ganey
How Houston Methodist leveraged Press Ganey tools and other resources to study its engagement gap between staff experience and physician experience. Further, Houston Methodist will detail how it leveraged Crowdsourcing to validate other qualitative methodologies, generate improvement ideas from clinician voice, and assess clinician buy-in on ideas for improvement.
Director, Professional Experience & Fulfillment
Houston Methodist Physician Organization, Houston, TX
Join Adventist HealthCare to discover how they achieved their highest HCAHPS scores in five years by transforming Hourly Rounding practices. Learn about their innovative program, which emphasizes real-time coaching, leader observations, and staff education to build trust, enhance patient outcomes, and fulfill their vision to provide a world-class patient experience to every person, every time.
In this session, you will explore how Adventist HealthCare:
This session will provide invaluable insights into leveraging data, enhancing leadership involvement, and implementing continuous coaching to boost patient experience, improve performance, and achieve higher HCAHPS scores while pursuing High Reliability Organization (HRO) goals. If you’re seeking actionable strategies to enhance your healthcare practice, this is the session for you!
Director Patient Experience
Adventist HealthCare, Gaithersburg, MD
It is exciting when an innovation is identified that delivers results in several important healthcare strategic imperatives all at the same time! Improving healthcare loyalty, trust and brand is top of mind for every healthcare CEO and service line leader, as is the engagement and well-being of physicians. At ECU Health we use the power of the patient voice from patient surveys to extend gratitude directly from patients, elevate provider online reputation and contribute to their feelings of alignment, engagement, purpose and value.
ECU Health
People trying to manage their health and care are faced with a constantly changing landscape: new advances in diagnostics and treatments, organizational mergers, acquisitions and closures, and rising costs, to name a few. Healthcare organizations, both health systems and health plans, are facing these same shifts on top of dealing with evolving regulatory requirements at the state and federal levels while striving to maintain high-quality products and services. Learn how Network Health, a privately-owned health plan that is provider sponsored by Froedert Health and Ascension WI, has navigated these challenges successfully by focusing on member experience.
Vice President Operations
Network Health
Vice President, Quality and Clinical Integration
Network Health
In the ever-changing field of healthcare, setting safety priorities is crucial for ensuring patient safety, well-being and organizational resilience. This session will explore effective strategies for identifying, evaluating, and implementing safety priorities. Attendees will learn about evidence-based approaches, engaging multidisciplinary engagement, and the integration of innovative technologies to drive meaningful improvements in healthcare. These strategies can be contributed to reducing the occurrence of serious safety events. Join us to discover how to create a culture of safety that supports both patients and healthcare professionals, leading to improved outcomes and enhanced safety in healthcare systems.
Patient Safety Program Director
Novant Health
Patient Safety Program Director
Mgr Pharmacy Medication Safety
In the ever-changing world of healthcare, it is a challenge for nurse leaders to motivate nursing staff to be involved in the organization’s initiatives and constantly meet the patients’ and consumers’ needs to improve human experience. Intentional initiatives can improve culture, structural empowerment, and professional growth, leading to clinical and nursing excellence. A five-prong approach (consumer focused care, professional governance, recognition, wellness, and DEI ) led to robust staff engagement and improved staff and consumer experience. This focused strategy improved staff engagement and consumer experience, resulting in meaningful professional practice environment in the organization. The key element of human experience is consumer focused care – consumers of health care include the employee, patients, and other stakeholders. Behind every healthcare data point is a human and by analyzing data – both quantitative and qualitative, identifying gaps and problems and seeking solutions to improve overall human experience is greatly needed. Healthcare is a complex and highly competitive system. The constant journey to keep up with scientific and technological advances to provide safe, quality, and human-centered care is an ongoing challenge. This presentation will focus on the professional governance problem solving approach involving leaders and frontline staff, employing a human experience mindset for staff and consumers leads to culture of excellence.
Clinical Excellence Program Manager, Texas Health Resources, Magnet Program Director
Texas Health Presbyterian Hospital Plano
Chief Nursing Officer
Texas Health Presbyterian Hospital Plano
This session introduces the Experience Performance Scorecard (EPS), a tool that measures patient satisfaction across each phase of the end-to-end journey. The EPS provides near-real-time feedback at each phase, enabling identification of the factors impacting overall scores and predicting satisfaction outcomes based on feedback from each touchpoint. Traditionally, patient experience was captured through a single survey at the end of an encounter, with questions designed to meet regulatory guidelines. These surveys, sent via mail, email, or text, offered limited actionable insights. In contrast, the new approach involves surveying patients throughout their journey, capturing in-the-moment feedback via text and email. The questions focus on key experience opportunities for improvement and aim to generate a comprehensive end-to-end Experience Performance Scorecard (EPS). This broader view of the patient experience utilizes both traditional and new Press Ganey tools.
Vice President, Consumer Insights and Experience
Henry Ford Health, Detroit, MI
Director Experience Insights and Analytics
Join Anne Wellington, Press Ganey SVP of Strategy and Partnerships, for a look at our newest features and an exciting preview of the 2025 Product Roadmap, featuring transformative updates to the HX Platform. Learn how Press Ganey is pushing the boundaries of healthcare experience management by connecting data across the enterprise, leveraging AI to generate deeper insights, and streamlining workflows with advanced technology. This session will showcase innovations like GenAI-powered text analytics, AI-driven insights to improve decision-making, and tools designed to empower your team to act faster and more efficiently. See how these updates will help you stay ahead of the competition and deliver personalized, impactful experiences at scale.
SVP, Strategy and Partnerships
Press Ganey
Cambridge Health Alliance
Cambridge Health Alliance
Attend this session to learn how UCLA formed an effective clinician patient relationship council to engage physician leadership. The program was responsible for the construction, implementation, and management of three new physician-led, multi-disciplinary committees, with the intention to build a strong collaboration between the Office of Patient Experience and our physician colleagues. Strategies were aimed at areas of opportunity including process for addressing patient behaviors, infrastructure for physician transparency appeals and enhanced tools for communicating with the Office of Patient Experience. We empowered our physician colleagues and leveraged their leadership strategies to help develop and evolve our Patient Dismissal Committee, Safety Alert Committee, and Physician Comment Appeal Committee in addition to UCLA Health System policies and practices associated with each committee and our extensive continuum of care.
Program Director, Clinician Patient Relationships
UCLA Health
Vice Chair of Ambulatory Medicine, Clinical Chief of GIM/HSR
UCLA Health
Dr. Evelyn Curls is the Vice Chair of Ambulatory Medicine for the Department of Medicine (DoM) and Clinical Chief of the UCLA Division of General Internal Medicine and Health Services Research (GIM/HSR). She leads collaborative clinical practices across all DoM primary care and specialty ambulatory services. Her responsibilities encompass supervision and operational oversight of the DoM’s ambulatory healthcare delivery for over 100 multi-specialty and primary care clinics throughout Southern California and the Central Coast. She has a key role in building and optimizing clinical infrastructure, physician management and recruitment, professional development, and community engagement through local and regional representation of UCLA Health’s clinical and strategic interests. A Los Angeles native, Dr. Curls earned her B.S. in Biomedical Engineering from USC and simultaneously completed her M.D. and MBA at UCLA. Before residency, she consulted for Johnson & Johnson and AMREF Health Africa, advising clinics on financial and operational strategies in the U.S. and Sub-Saharan Africa. Her work included strategic planning for Federally Qualified Health Centers and HIV/AIDS-focused hospitals. In her clinical practice, she specializes in providing culturally competent care to a patient panel largely composed of women of color. Dr. Curls has served on the Executive Board of the Department of Medicine Professional Group (DMPG), ultimately becoming President and focusing on physician wellness. She implemented sustainability blocks to provide clinical faculty with greater schedule flexibility. Additionally, she collaborates with the Office of Patient Experience to enhance patient dismissal policies and chairs the Patient Safety Alert Committee, ensuring safety against workplace violence.
Rush is committed to transforming the healthcare experience using the power of digital technologies and innovative operating models. Learn how we are utilizing digital personalization and engagement techniques to understand consumers’ needs and expectations for their healthcare experience, design new, innovative service offerings to meet and exceed those expectations and collect real-time, micro-feedback that drives real-time customer service and service recovery interventions to keep patients satisfied, engaged, and healthy.
Director, Digital Transformation
Rush University Medical Center
Director, Patient Relations
Rush University Medical Center
In the rapidly evolving healthcare landscape, enhancing patient experience while maintaining operational efficiency is critical. This session outlines a comprehensive approach to addressing challenges in 300 ambulatory clinics through targeted initiatives focused on improving patient interactions, data transparency, and team engagement.
System Director, Ambulatory Patient Experience | Patient Relations
Inova Health, Fairfax, VAbar
Patient Experience Performance Advisor
Inova Health
In this session, attendees will explore UHS’s transformation journey, which focused on a return to a listening strategy rooted in core values—compassion, trust, respect, teamwork, and innovation. Faced with challenges like low engagement, high turnover, and collaboration gaps, UHS shifted its approach to actively listening to its workforce, using insights from safety and engagement surveys to drive change. The speaker will share how UHS applied this listening strategy to implement data-driven actions, enhance leadership accountability, and address critical workforce concerns. By leveraging Press Ganey data and employee feedback, UHS developed targeted action plans, launched leadership education programs, and established accountability frameworks that fostered a culture of continuous improvement. Attendees will leave with actionable tools they can apply immediately, such as simplifying communication, aligning with core values to enhance workforce engagement, utilizing multiple channels for improvement and decision-making, and building frameworks for leadership accountability and alignment.
System Director, Talent and Organization Effectiveness
UHS, Binghamton, New York
Vice President
CHRO
During this session, Norton Healthcare, a health care system based in Louisville, KY employing over 23,000 individuals, explains how experts in Patient Experience, Employee Experience, Center for Professional Growth and Development, Equity/Inclusion/Belonging, and Risk Management / Patient Safety created a culture steering committee to align the human experience. Branded “Norton Way,” key 2024-2025 projects developed include: Norton Way brand, Norton Way communication alignment, Norton Way employee and leader onboarding and development redesign, Norton Way peer influencer program and Norton Way rounding. In this session, the Norton Way employee and leader onboarding and development redesign project will be covered in greater detail.
Norton Healthcare
Senior Principal, Consulting & Professional Services
Press Ganey
The healthcare landscape changes almost as quickly as the landscape of your front lawn during springtime – it seems like every day there is a new initiative “popping up”. By leveraging tools and insights offered by Press Ganey, VUMC is not only enhancing patient care, but also fosters a culture of continuous improvement. As the healthcare landscape continues to evolve, our ability to swiftly adapt and refine our approaches ensures that we remain at the forefront of patient experience excellence, making every effort count toward better outcomes and a more personalized care experience.
Vanderbilt University Medical Center
Join us for an engaging discussion on the innovative process developed by the CHOP Office of Feedback to analyze and respond to patient and family feedback around perceived discrimination, in line with Section 1557 of the Affordable Care Act. This session will showcase our multidisciplinary taskforce approach, utilizing Rapid Cycle Improvement Strategies to enhance patient experiences and drive systemic change. This session aims to inspire healthcare professionals to adopt similar frameworks, ensuring all patients and families feel welcomed, cared for and valued. Join us as we share strategies to transform patient encounters and promote equity in care.
Director of Patient Experience and Feedback
Children’s Hospital of Philadelphia, Philadelphia, PA
Associate Medical Director, Office of Feedback
Advisor Ambulitory Quality and Patient Safety
OhioHealth, Columbus, OH
Catholic Health
Research Data & Technology Consultant
OhioHealth, Columbus, OH
Providence
Learn effective strategies on how the Patient Experience team took a novel approach towards improving the patient experience for underserved and vulnerable patient populations identified by Press Ganey’s age segmentation reports resulting in top quartile HCAHPS results. Attendees will learn how to leverage the hospital’s geriatric providers, inpatient nursing, volunteer services, patient experience and senior leadership team to create a volunteer program with strategies and activities that help with patients’ memory, mobility, social, physical and cognitive well-being.
The Queen's Health System
Presbyterian Healthcare Services is enhancing health equity and the human experience through access to language services. Their initiative addresses the challenges healthcare organizations face in effectively serving Limited English Proficient (LEP) patients. This session will showcase Presbyterian’s innovative strategies that led to significant improvements in interpreter utilization and experience, particularly for Spanish-speaking patients. Discover how their comprehensive, high-reliability approach addressed critical gaps in interpreter access, technology and clinician training.
Care Experience Executive Director
Presbyterian Healthcare Services
Language Access Supervisor
Presbyterian Healthcare Services
In the dynamic landscape of healthcare, effective leadership is paramount to navigating change, improving patient outcomes, and fostering a culture of excellence. This presentation explores the essential qualities and strategies of successful healthcare leaders. This presentation will delve into the challenges and opportunities faced by leaders in a post-pandemic world, emphasizing the importance of resilience, innovation, and empathy. Attendees will gain insights into leadership styles that inspire and engage healthcare teams, drive performance improvement, and create an environment that prioritizes employee and patient experience. By examining case studies and best practices, this session provides actionable takeaways for current and aspiring healthcare leaders committed to making a lasting impact on their organizations and communities.
National Director, Affiliate Engagement
Planned Parenthood
In this session, Universal Health Services, Inc. will share how they leverage the Press Ganey Consumerism Platform to drive corporate marketing initiatives. This includes using the platform to gain robust online feedback, which is used to create patient testimonials for digital and print marketing as well as social media content. In addition to gaining robust feedback, Universal Health Services, Inc. will share how they engage with their consumers and hospital marketing teams through review responses and real-time review alerts. While online reviews are visible in raw form on online review sites, creating patient testimonials allows Universal Health Services, Inc. to control their marketing narrative rather than rely on a one-dimensional online review. In addition to improving their online reputation, Universal Health Services, Inc. will share examples of how they leverage online reviews to promote new service lines, increase community and social media engagement, as well as employee engagement and new hire recruitment.
Supervisor, Online Reputation Management
Universal Health Services, Inc., King of Prussia, PA
As health care leaders, we recognize that the cornerstone of exceptional patient experiences and high-quality, safe patient care is an engaged and dedicated workforce. That’s why employee engagement has been at the forefront of priorities for FirstHealth Chief Executive Officer Mickey Foster. During this session, Mickey Foster and engagement champions Susan Beaty, MSN, R.N., president of MRH-Hoke, and Shannon Smith, MSN, R.N., associate nurse executive, will reveal how FirstHealth regained significant traction in employee engagement through targeted strategies and investments in well-being, communication and empowering engagement ambassadors to lead the charge. They will share a compelling journey from adversity to triumph, designed to inspire other health care leaders to enhance their employee engagement efforts.
FirstHealth of the Carolinas
President
MRH-Hoke
Director of Experience and Magnet Programs
Hospital of the University of Pennsylvania
Who doesn’t want to move great patient experience to world class experience? In 2018 we embarked on a journey to elevate our entire health network (Inpatient and Outpatient) from top quartile patient experience to top decile patient experience. What we found is that we had to take an inside look at ourselves and our culture before we could look outside at our patient and guest experience and what an exciting journey this has been. We began our journey in 2018 and by 2020, we found ourselves facing challenges we never thought possible. We traveled through a global pandemic, lost staff, providers and patients, and had to learn to be innovative while also learning how to be rock solid consistent in the care of our team that translated to a world class experience for our patients.
Executive Director Patient and Guest Services
The Christ Hospital Network, Cincinnati, OH
Manager, Patient and Guest Services & Volunteer Services
The Christ Hospital Network, Cincinnati, OH
University of Texas MD Anderson Cancer Center
Bon Secours Mercy Health, a prominent Catholic health organization with a legacy of compassionate care across the United States and Ireland, embarked on a strategic initiative in 2022 to enhance patient experience. This journey sought to align our faith-based mission with the goal of exceeding patient expectations through comprehensive, data-driven strategies. Join us to hear how we met – and exeeded these initiative and remain committed to sustaining these improvements through tools like HX and iRounds, further advancing our KPIs and multi-disciplinary approach to delivering exceptional care and patient experience.
Join us for a dynamic panel discussion exploring emerging nursing care models and the transformative role of AI in enhancing nursing efficiency. Our panelists will share insights on innovative approaches to patient care that prioritize collaboration, technology, and patient-centered outcomes. The conversation will delve into how AI tools are streamlining administrative tasks, optimizing workflows, and ultimately allowing nurses to focus more on patient interaction. Attendees will gain a deeper understanding of the challenges and opportunities presented by these advancements, as well as the implications for nursing education and practice. Don’t miss this opportunity to engage with thought leaders and shape the future of nursing in an evolving healthcare landscape.
Senior Vice President & Chief Nursing Officer
Press Ganey
VP, Associate Chief Nursing Officer
Press Ganey
Vice President/Chief Nursing Executive
North Mississippi Medical Center
Creating and sustaining patient and family engagement at a safety net, multi-campus, academic medical system can seem challenging and overwhelming. With multiple campuses and off-site clinics, as well as the complex and diverse population that our health system serves, finding strategies for engaging patients and families alongside hospital staff can appear difficult and daunting. Yet, it is so important to build connections to community in order to foster accountability and trust, thus engaging the patients we care for. Join this session to learn best practices to instituting a PFAC and methods for maintaining momentum of the committee that allows for growth in trust and accountability within their community.
Patient Family Advisory Committee Manager
University of New Mexico Health System
Manager, Patient Experience
Join Chrissy Daniels, Press Ganey’s Chief Experience Officer, for a thought-provoking discussion on the future of the patient experience. In this session, she will share insights on the latest trends and innovations shaping patient experience, explore how technology can enhance patient-centered care, and discuss strategies for fostering a culture of innovation. Learn how to stay ahead of the curve in the rapidly evolving healthcare landscape.
Chief Experience Officer
Press Ganey
Early insight into the OAS CAHPS program has led to meaningful information that is helping improve the experience for patients while allowing care givers to not focus on the interpretation of the change. Actionable insights are gleaned at the unit or specialty level and are most effective when the feedback is received quickly. HCA Healthcare’s sampling strategy to maximize the ability to connect patient feedback to individual patient attributes as well as utilizing the text and email modes for the quickest response times possible, allows for maximum improvement opportunity. Looking into the future, this strategy can be used to anticipate and enhance the HCAHPS program that will impact CMS performance programs as well as providing valuable insights to continue the HCA Healthcare mission.
Senior Director Care Experience Operations
HCA Healthcare, Nashville, TN
Join Dr. Jessica Dudley, Press Ganey’s Chief Physician Officer, for a critical discussion on the challenges facing the healthcare workforce. In this session, she will explore the key drivers contributing to burnout and turnover, and share practical solutions for improving well-being and retention. Learn how to create a supportive work environment, address workforce shortages, and ensure the sustainability of your healthcare organization.
Chief Clinical Officer
Press Ganey
All health systems want to be more human, but they don’t (necessarily) know how. There is a way to enhance team member engagement and patient experience at the same time. “We Funded Kindness” will help organizations see that it is possible to measure kindness and to make sure that Mission and Vision Statements don’t become just words. This session will go step by step with how we did it, how you can do it, and we’ll include some of the best pictures and stories ever! The world needs more kindness. Say yes to attending this session and help make your health system a little more human.
Patient Experience Officer
Endeavor Health, Chicago Suburbs, IL