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.
Monday, February 3rd
04:00 pm–05:00 pm - Breakout Sessions
Patient Experience
Deploying a Communication Model Proven to Improve the Human Connection for Patients, Physicians, APP’s, and Caregivers
Deploying a Communication Model Proven to Improve the Human Connection for Patients, Physicians, APP’s, and Caregivers
Breakout Sessions- Karen Byrnes, MSN, RN, CPXP | System Director Patient Experience Improvement | CommonSpirit Health
- Swati Mehta, MD, FACP, SFHM, CPXP | Director of Quality & Performance Patient Experience and SMH Executive Council Pt Exp Chair | Vituity
- Marion Moore, MSN, BSN, RN, CPXP | System Director Patient Experience Improvement | CommonSpirit Health
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.
HX25 Main Conference
Karen Byrnes, MSN, RN, CPXP
System Director Patient Experience Improvement
CommonSpirit Health
Swati Mehta, MD, FACP, SFHM, CPXP
Director of Quality & Performance Patient Experience and SMH Executive Council Pt Exp Chair
Vituity
Marion Moore, MSN, BSN, RN, CPXP
System Director Patient Experience Improvement
CommonSpirit Health
Karen Byrnes, MSN, RN, CPXP
System Director Patient Experience Improvement
CommonSpirit Health
Karen Byrnes has been with CommonSpirit Health for 25 years, as a System Director for Patient Experience Improvement across the continuum of care since 2019. Prior to joining the national team, she was a pediatric nurse in AZ, where she was nominated three times for March of Dimes Pediatric Nurse of the Year, and then the Director of Patient Experience for 10 years, where she won the inaugural, peer nominated, Leadership Award. Karen was one of the first in the country to earn her Certified Patient Experience Professional certification in 2016. In her spare time, she enjoys kayaking, time on the pontoon, walking, scrapbooking, games, and anything with her 3 grown children, husband of 38 years and five grandchildren.
Swati Mehta, MD, FACP, SFHM, CPXP
Director of Quality & Performance Patient Experience and SMH Executive Council Pt Exp Chair
Vituity
Dr. Mehta is a board-certified internist working clinically as an adult hospitalist at Common Spirit Sequoia Hospital in Redwood City, California. She is Chair of Society of Hospital Medicine (S.H.M) Patient Experience Executive council & faculty member of the S.H.M Wellbeing Task Force. She is the creator of the 6H Framework for Human connection & R.I.S.E model to help with clinician burnout. Dr. Mehta is a certified patient experience professional coach & received her CPXP certification from the Patient Experience Institute. She is a fellow of American College of Physicians and Senior Fellow of Society of Hospital Medicine. As the National Director of Quality & Experience for Vituity, she leads programs designed to help health systems deliver world class care to greater than 8 million patients across the United states. Dr. Mehta received Vituity’s 2019 Distinguished Service Award for her contributions in training more than 300 clinicians in patient experience best practices. She also received Common Spirit Health’s National Circle of Gratitude Award in 2023 for her collaboration and work to create the 6H model for patient communication and education for adult hospitalists. She is a member of the Executive Physician Council for Beryl Institute, an international organization for patient experience excellence & an executive board member of S.H.M Bay Area Chapter. She has several articles published in The Hospitalist, the print publication for SHM. Prior to joining Vituity, Dr. Mehta completed her Internal Medicine training (MD) & Chief Resident at SUNY, Upstate, Syracuse NY followed by a Fellowship in Nephrology.
Marion Moore, MSN, BSN, RN, CPXP
System Director Patient Experience Improvement
CommonSpirit Health
Marion Moore is System Director of Patient Experience Improvement and Strategy for CommonSpirit Health (CSH). She is based in Highland, California. In this role, she is responsible for enterprise efforts to improve the patient experience across the continuum. She has a strong focus on nurturing the personal connection between staff, provider, patient and family. As a nurse leader with over 30 years’ experience in both acute and community care as well as education, she brings a strong background in building effective teams which support the transformation of culture from high negative energy to one of trust, shared ownership and respect. As a catalyst committed to the ministry, she strongly promotes the appreciative mindset that sees each one coming to care with positive intent. With a strong commitment to the ministry and focus on culture and formation, she partners to integrate the mission, vision, and values across the organization. When not working, Marion loves spending time with the godchildren and seniors, or exploring wonderful beaches near and far.