NORTH AMERICA'S PREMIER INVITATION-ONLY EVENT FOR SENIOR EXPERIENCE LEADERS IN HEALTHCARE
CX Healthcare West USA Agenda - Day 2
8:00 - 8:35
REGISTRATION & COFFEE
8:45 - 8:45
EXPERT-LED ROUND TABLE DISCUSSIONS – REAL-LIFE PROBLEM-SOLVING DISCUSSIONS
Whilst a problem shared does not always mean a problem halved, a problem shared with experts often means a solution to a challenge can be found.
In this round table discussion session, tables of experts will tangle with real-life, anonymous, challenges provided by attendees prior to the event. Each table will discuss the challenges and consider how they could overcome the issues put before them and offer insight into similar challenges they have also faced before.
The concept of this session is not just to provide an outcome, but to give ideas and direction to the issue at hand – to offer alternative perspectives, challenge existing ways to deliver outcomes and provide deliver food for thought
9:25 - 9:55
PRESENTATION – FROM INSIGHT TO IMPACT: A CASE-STUDY ON DATA-INFORMED TRAINING AT UMC HEALTH SYSTEM
Aaron Davis -
Vice President and Chief Experience Officer,
UMC Health System
While robust PX strategies lay the foundation, it is the individuals delivering care who ultimately shape patient outcomes. In this case study, Aaron Davis demonstrates how UMC Health System is leveraging data to identify and support staff through simulation labs in order to transform patient interactions. By focusing on individual performance, UMC has seen measurable improvements in patient satisfaction, showcasing the power of targeted training and feedback in driving exceptional care.
Join this session to learn:
- How to develop data-informed strategies to enhance patient experience outcomes
- Benefits of simulation labs to provide targeted, real-time feedback to improve staff performance
- The impact of individual staff development on overall patient satisfaction
Administrative tasks can be onerous in healthcare, taking valuable time away from delivering patient care. GenAI holds the potential to reduce administrative burden and streamline processes in the back office.
This think tank will explore how GenAI can be best used to free-up physician capacity in order to invest more time into the patient experience. Discuss:
- How streamlining processes can meet patients’ needs and enhance satisfaction
- The relation between time spent on administrative tasks and quality of employee engagement with patients
- Efficiency of current operations and how they can be improved
11:05 - 11:35
PRESENTATION – DON’T QUIT YOUR DAY JOB: HOW TO THRIVE WITHOUT BURNOUT
Annamarí Dietrichson -
Vice President of Patient Experience,
HCA Healthcare Continental Division
With workforce shortages straining the healthcare industry, employee burnout has become a critical challenge reducing productivity, decreasing engagement and lowering care quality delivery. While increasing the workforce is a long-term goal, finding actionable approaches to combat burnout is necessary to not only survive but thrive today.
This presentation seeks to empower leaders to take personal responsibility for reducing burnout, while also providing strategies to address the burnout epidemic at the corporate level. Join this session to learn holistic approaches to reduce burnout and how the THRIVE method can be adopted to enhance overall well-being in the healthcare industry.
Annamarí Dietrichson
Vice President of Patient ExperienceHCA Healthcare Continental Division
Healthcare providers with low patient experience scores often find that traditional remediation approaches can exacerbate the issues they aim to resolve. By shifting to an anti-deficit and supportive model, providers can engage more effectively in remediation programs, leading to improved patient interactions and higher experience scores.
This workshop centers on implementing anti-deficit communication skills training as a core remediation strategy. Explore techniques for providing individualized support and building communication skills in order to drive better patient experiences and foster well-being across teams.
Laura Kirk
Vice President of External Education, Academy of Communication in Healthcare and Assistant Director, Advanced Practice ProvidersUniversity of Texas Southwestern Medical Center
12:25 - 13:10
NETWORKING LUNCH BREAK
As patients behave increasingly like consumers, their expectations become more challenging to satisfy. Failing to meet rising demands can erode trust and lead to dissatisfaction.
By taking charge of patient education and communication, organizations can set clear, realistic expectations that help patients feel informed and empowered, resulting in greater satisfaction when these expectations are met.
In this think tank, we will explore how to shape patient expectations to align with what’s feasible, ultimately boosting trust and improving the patient experience.
14:15 - 14:45
PRESENTATION – CONVEYING VALUE INTERNALLY AND EXTERNALLY THROUGH DATA-BACKED STORYTELLING
PX strategies should be data-driven, since data provides the actionable insights needed to shape meaningful patient experiences and demonstrate measurable results. When these insights can be translated into a compelling story, data can drive change, build trust and align with the priorities of the C-Suite.
This presentation will explore how to use data-backed storytelling to improve PX. Consider:
- Most effective methods of translating data into compelling stories that inspire action and drive change
- The power in communicating the adoption of data insights in order to build trust with patients and create a culture of listening
- How to align PX storytelling with the values and goals of the C-Suite to secure buy-in
14:45 - 15:30
PANEL DISCUSSION – RECOGNIZING EMPLOYEE EMPOWERMENT AS THE KEY TO UNLOCKING BETTER PATIENT EXPERIENCE
Cynthia Neiman -
Chief Experience Officer,
Rady Children's Health
Justin Manning - Chief Member Experience Officer, PECAA
Chandra Hodges - Human Experience Consultant, PeaceHealth
Employee experience is no longer just an internal priority – it’s recognized as an intrinsic part of delivering exceptional experience. When organizations invest in employee wellbeing, provide robust training programs and cultivate an environment of communication, collaboration and empathy, the ripple effects are felt directly by patients.
In this panel session, leaders will share insights into how prioritizing employee experience has been the key to unlocking better patient experience. From strategies for enhancing staff satisfaction to actionable examples of how happy employees create happy patients, join us to explore the connection between an empowered workforce and exceptional patient experience.
15:30 - 16:00
CLOSING KEYNOTE PRESENTATION – TRANSLATING STRATEGY INTO ACTION: ADAPTING PX INITIATIVES AND ENGAGING WORKFORCES
Judith Wolfe -
Chief Medical Officer,
University Hospitals
Creating a patient experience strategy is a crucial step, but the real challenge lies in turning that strategy into tangible, impactful solutions. How can organizations successfully adapt proven initiatives from one setting to another? How do they inspire and equip their workforce to bring these strategies to life?
In this presentation, Dr. Judy Wolfe will share her experience in transferring the successful ‘Plan of Care Visits’ initiative from Cleveland Clinic to her new role at University Hospitals. Learn:
- The process of adapting a successful PX initiative across different organizational contexts
- How to create buy-in at all levels, demonstrating value and empowering workforces to take ownership of PX strategies
- Practical approaches to bridge the gap between strategy and execution, leading to measurable improvements in patient experience
