Inaugural
Q1 Healthcare Patient Experience Forum
October 14, 2024 | Baltimore, MD
The Royal Sonesta Baltimore – Harbor Court
Edison Bond Jr.
Chief Patient Experience Officer
Episcopal Health Services
Brittany Kiteley
Director, Operational Excellence
UNC Health Pardee
Beatrice Miller
Senior Director, Nursing Optimization Operations & Strategic Planning
Luminis Health
David Weisman
Chief Patient Experience Officer
NYC Health + Hospitals
Eric Wixom
Co-Founder & CEO
Wixcorp
LaDawn Bradley
National Director, Patient Experience
ApolloMD
Carrie Koenig
VP, Patient Experience & Communication
MedStar Health
Linda Chepkorir
System Manager, Infection Prevention and Control
Inova Health System
Christina Musser
Senior Director, Virtual Care & Patient Experience
St. Luke’s University Health Network
Charles Dolan
Vice President, Clinical Operations
TidalHealth
Anthony Lechich
Director of Palliative Care Integration
ArchCare
Tricia Nichols
Director, Patient Experience
Jefferson Health
Marisa Schwartz
Senior Medical Director, Hospital Medicine, Clinical Operations and Patient Experience
St. Luke’s University Health Network
Trudy Hall
SVP, Chief Medical Officer
TidalHealth
Miranda Meriman
System Director, Ambulatory Patient Experience & Performance Advisory
Inova Health System
Jen Porter
Senior Director Patient Experience & Transformation
The GW Medical Faculty Associates
Eric Summers
VP, Business Development
Wixcorp
8:00 REGISTRATION AND WELCOME COFFEE
8:55 OPENING REMARKS & PROGRAM WELCOME
9:00 KEYNOTE PANEL DISCUSSION: ROADMAP TO EXCELLENT PATIENT EXPERIENCE
• Boost HCAHPS scores and elevate the quality of feedback
• Learn key strategies for enhancing patient engagement
• Discuss the implementation of cutting-edge technology and programs
• Outline the alignment of diverse teams with patient experience initiatives.
Edison Bond Jr, Chief Patient Experience Officer, Episcopal Health Services
David Weisman, Chief Patient Experience Officer, NYC Health + Hospitals
Carrie Koenig, VP, Patient Experience & Communication, MedStar Health Home Care
Trudy Hall, SVP, Chief Medical Officer, TidalHealth
Charles Dolan, VP, Clinical Operations, TidalHealth
10:00 Engaging Patients in the Digital Era: How can we Attract and Retain Patients in Competitive Markets
As healthcare increasingly shifts to the digital realm, attracting and retaining patients in competitive markets requires innovative engagement strategies. This session will explore how healthcare providers can leverage digital tools and platforms to enhance patient outreach, improve accessibility, and build lasting relationships.
Eric Wixom, Co-Founder and CEO, Wixcorp
Eric Summers, Vice President, Business Development, Wixcorp
10:45 NETWORKING & COFFEE BREAK
11:15 TRACK ONE: Actionable Patient Experience Initiatives: A Focus on Practicality
In today’s healthcare environment, improving patient experience is more than a buzzword—it’s essential for delivering quality care. This discussion will dive into actionable strategies to enhance patient satisfaction, focusing on practical approaches that healthcare organizations can implement immediately. Attendees will explore real-world initiatives that go beyond theory, addressing common challenges and showcasing successful frameworks for improving patient communication, reducing friction in care delivery, and ensuring patient-centered outcomes.
Christina Musser, Senior Director, Virtual Care & Patient Experience
St. Luke’s University Health Network
Marisa Schwartz, Senior Medical Director, Hospital Medicine, Clinical Operations and Patient Experience
St. Luke’s University Health Network
11:15 TRACK TWO: Leveraging Data for Transformational Process Improvement
In the pursuit of enhanced patient experience, healthcare organizations are increasingly turning to data-driven strategies to streamline processes and improve care delivery. This session will explore how leveraging data can transform patient experience by improving operational workflows, personalizing care, and ensuring seamless patient journeys. Attendees will learn how data analytics can be applied to reduce wait times, optimize communication, and identify pain points in the patient experience.
Brittany Kiteley, Director, Operational Excellence
UNC Health Pardee
12:00 TRACK ONE: Data Insight Solutions: Tools for Effective Collection and Analysis
In the quest to improve patient experience, data plays a pivotal role. This conversation will focus on the latest tools and technologies for effective collection and analysis of patient experience data, providing healthcare leaders with actionable insights. Attendees will explore how to leverage advanced analytics, AI, and patient feedback systems to identify trends, measure satisfaction, and drive continuous improvement.
Jen Porter, Sr. Director, Patient Experience & Transformation
The GW Medical Faculty Associates
12:00 TRACK TWO: Emphasizing the Importance of Clean, Safe, and Accessible Facilities
The physical environment plays a crucial role in patient safety, satisfaction, and overall healthcare outcomes. This session will focus on the vital importance of maintaining clean, safe, and accessible healthcare facilities. Experts will discuss key strategies for infection control, facility design, compliance with safety standards, and ensuring accessibility for all patients, including those with disabilities. Attendees will gain practical insights into creating an environment that fosters healing, reduces risk, and supports quality care delivery.
Linda Chepkorir, System Manager, Infection Prevention and Control
Inova Health System
12:45 LUNCHEON
2:00 TRACK ONE: Proactive Escalation Management: Mitigating Risks and Enhancing Patient Care
Timely intervention is crucial to preventing small issues from escalating into critical situations. This roundtable will focus on proactive escalation management strategies to mitigate risks and enhance patient care. Attendees will learn about early warning systems, effective communication protocols, and decision-making frameworks that help healthcare teams identify and address potential complications before they become serious.
Miranda Merriman, System Director, Ambulatory Patient Experience
Inova Health System
2:00 TRACK TWO: Palliative Care Integration in Nursing Homes and Home Health Care
In this session, a subject matter expert will guide a deep dive into the integration of palliative care within nursing homes and home health care. The discussion will highlight the benefits of early palliative care interventions, strategies for overcoming common challenges, and real-world examples of successful integration. Attendees will gain practical insights on how palliative care enhances patient quality of life, reduces unnecessary hospitalizations, and supports families through complex care decisions.
Anthony Lechich, Director of Palliative Care Integration
ArchCare
2:45 TRACK ONE: Excellence in Nursing: Proven Strategies and Best Practices in Care Delivery
This discussion will focus on proven strategies and best practices that empower nurses to excel in their roles, driving improvements in care delivery. Attendees will gain insights into evidence-based approaches for patient care, leadership in nursing teams, and the importance of collaboration across the healthcare spectrum. Join us to explore practical tools and methodologies that nurses can apply immediately to enhance clinical excellence.
Beatrice Miller, Senior Director, Nursing Optimization Operations & Strategic Planning
Luminis Health
2:45 TRACK TWO: Educating Care Teams on a Patient-Centric Approach
To deliver high-quality care, healthcare teams must prioritize the needs, values, and preferences of patients. This roundtable will explore effective methods for educating care teams on adopting a patient-centric approach, emphasizing the importance of empathy, collaboration, and active patient involvement. Attendees will learn about training programs, leadership initiatives, and communication techniques that foster a culture of patient-centered care.
Tricia Nichols, Director, Patient Experience
Jefferson Health
3:30 NETWORKING & COFFEE BREAK
4:00 Enhancing the Quality of Provider-Patient Encounters and Communication
Effective communication is the cornerstone of quality healthcare, directly influencing patient satisfaction and outcomes. This conversation will focus on strategies to improve the quality of provider-patient encounters by fostering clear, empathetic, and efficient communication. Attendees will explore techniques to build trust, address patient concerns, and ensure that information is conveyed in a way that supports patient understanding and engagement.
LaDawn Bradley, National Director, Patient Experience, ApolloMD
4:45 Seeing Through the Patient’s Eyes: An Open Dialogue on Their Perspective
Join us for an open dialogue on the healthcare experience from the patient’s perspective. This session will encourage candid conversations about the challenges patients face and how their insights can guide us toward more compassionate and effective care. Through understanding their journey, we aim to improve patient engagement, satisfaction, and outcomes.
5:30 End of Program
