2024 Patient Experience Summit

October 24-25, 2024 * Caesars Palace * Las Vegas, NV

2024 Patient Experience Summit








Meeting patients’ needs and improving financial performance have become major focus areas for hospital and health system executives facing payment pressures and the market shift towards patient-centered and value-based care. And as patients increasingly shop for healthcare services, enhancing patient experience is regarded as a potential driver of hospital performance, since it may build reputation and brand, strengthen customer loyalty, and boost utilization of hospital services through increased referrals to family and friends. In addition, hospitals’ reimbursements from private insurers and Medicare are increasingly tied to quality performance metrics that capture patient experience as well as clinical outcomes. And improving patient experience is one of the fundamental concepts underlying the Triple Aim approach to optimizing health system performance. And overall, good patient experience is an important outcome unto itself, as patients intrinsically value the interpersonal aspects of the clinician-patient relationship, such as compassion, communication, and an overall sense of being treated with dignity and respect.

This conference will explore how good patient experience is associated with higher hospital profitability and better care. Learn mechanisms through which patient experience can improve financial performance and patient-centered care and understand why patient experience is now nationally – and globally – recognized as an independent dimension of healthcare quality.

Who Should Attend?

From Hospitals/Health Systems/Health Plans

  • CEO’s
  • Medical Directors
  • Patient Experience Director
  • Chief Experience Officers
  • Clinical Advisory Services
  • Operations Directors
  • Director of Strategy
  • Patient Care
  • CFO’s
  • COO’s
  • Nursing
  • Physicians
  • Director of Quality
  • eHealth
  • Patient Engagement
  • Medical Information Officers
  • Marketing Directors
  • R & D
  • Innovation
  • Product Managers
  • Patient Advocate
  • Clinical Operations
  • Clinical Informatics
  • Health Innovations

Also of Interest to Vendors/Solution Providers

Conference Agenda

Day One - Thursday, October 24, 2024

7:15am – 8:00am

Conference Registration & Networking Breakfast


8:00am – 8:15am

Chairperson’s Opening Remarks


8:15am – 9:00am

The Link Between Patient Experience and Hospital Profitability

Ask any hospital administrator, and most would say that patient experience is their top priority and the driver of everything their hospital does. But when it comes to financial performance, the connection between patient experience and the bottom line can often prove to be vaguely understood at best. However, with more data being available to hospitals, the relationship between patient experience and hospital revenue is becoming clearer. This session will explore ways improving the patient experience can financially benefit your hospital.


9:00am – 9:45am

Importance of Great Customer Service in Healthcare and How to Provide it

Healthcare is a customer service industry. Kind gestures and positive everyday interactions between staff and patients result in healthcare organizations known for good quality of care. The first key to providing great customer service in the healthcare industry is to stop treating patients as customers whose sole purpose is to generate revenue. Great customer service starts with taking a patient-centric perspective – viewing them as people your organization is meant to help. Adapting to this patient-centric approach is quickly evolving, especially after the COVID-19 crisis changed consumer behavior towards medical and healthcare facilities. Keeping patient safety and overburdened healthcare centers in mind, virtual doctor consultations, and telemedicine practices rapidly increased. Apart from moving to digital experiences in healthcare, every employee in a healthcare company must also remember that they are potentially a customer service representative – someone whose daily activities should be focused on improving the quality of care provided to patients. This session will explore tips to improve the end-to-end customer experience in the healthcare industry.


9:45am – 10:15am

Networking & Refreshments Break


10:15am – 11:00am

The Importance of Improving the Patient Experience Through Staffing

There’s no easy way around it: staffing shortages are impacting patient safety and experience. A quality patient experience leaves a positive impact on patients and their families, as well as healthcare facilities. Above all, patients want value and high-quality care. The quality of your patient experience reflects your hospital’s ability to retain and attract new patients, but this will be hard to come by if you’re struggling to keep a full staff. With proper staffing, it’s much easier for medical practitioners and patients to form a positive relationship, a sense of loyalty, and increase patient retention rates. This session will explore how proper staffing can impact a healthcare facility.


11:00am – 12:00pm

How to Improve Patient Experience in the Emergency Department

More than 50 percent of patients are admitted through the emergency department, which means hospitals that focus on fostering positive patient experiences in the ED can expect to see a positive ripple effect throughout the rest of the hospital. Creating a high-performing emergency department that prioritizes patient satisfaction can be a huge advantage to your hospital. This session will explore the benefits of high-performing emergency departments, what happens when emergency departments poorly perform, and ways you can provide an exceptional emergency department experience at your hospital.


12:00pm – 1:0pm



1:00pm – 1:45pm

Patient Advocate: A Critical Role in Patient Experience

This session will help us understand the value of the role of patient advocates in healthcare. Patient advocates remain true to a certain set of principles and a shared value that has been essential to maintaining balance of focus in healthcare organizations. Patient advocates are employed by healthcare organizations with a commitment to ensuring patient voice is heard, yet they also represent the organization in which they are employed, its vision and strategy. The role of the patient advocate is a very unique and special one and can truly make a difference for people throughout the healthcare journey. This session will explore the history of patient advocacy, how it has evolved over time and its relevance to the overall patient experience.


1:45pm – 2:45pm

Panel: Creating and Sustaining a Culture of Accountability for Patient Experience

Improving the quality of the patient experience has become an imperative for healthcare organizations. Value-based payment models include patient perception data, and a negative experience can impact an organization’s finances. Sustainable improvement requires more than quick-fix cosmetic enhancements, service trainings, or bonuses for front-line staff. Organizations must actually improve the patient experience. Doing so requires a culture of accountability and a systematic framework for collecting and acting on patient perception data. This session will explore creating and sustaining a culture of accountability for acting on service quality data to improve the patient experience.


2:45pm – 3:15pm

Networking & Refreshments Break


3:15pm – 4:00pm

Implementing Best Practices in Patient Access Services to Improve the Patient Experience

Patient access services refer to the various processes and procedures that help patients access and navigate the healthcare system. These services include scheduling appointments, registering for services, obtaining insurance coverage, and more. Hospitals, clinics and other healthcare providers can ensure that patients receive the care they need in a timely and efficient manner through best-practice patient access services. This session will explore best practices in patient access services.


4:00pm – 4:45pm

The Relationship Between Patient Experience and Patient Satisfaction

Patient experience and patient satisfaction are healthcare terms that are too often used interchangeably. Although they appear to be synonymous – a patient’s hospital experience should be satisfactory, one might assume – they are in fact separate terms that have entirely different meanings to healthcare professionals.

The difference between patient experience and patient satisfaction has implications for quality improvement in healthcare. Thus, it is vital that healthcare professionals understand the distinction between the two concepts and apply them appropriately to their work. Doing so will drive patient-centered care and make those pursuits more precise. To what extent does patient experience account for variation in patient satisfaction with a healthcare system? Which aspects of patient experience relate most strongly to satisfaction with services? This session will explore the concept of patient experience and its relationship with patient satisfaction.


4:45pm – 5:30pm

How Diversity, Equity and Inclusion Initiatives Can Improve Patient Experience

Diversity, equity and inclusion (DEI) is a catchphrase that you may have heard within your organization. But for hospitals and health systems, it takes on a more complex meaning when it comes to meeting the needs of not only the patients, but also the healthcare workers who interact with the patients every day. This session will explore how can hospitals integrate DEI initiatives within the patient experience and how can that lead to better patient outcomes.



End of Day One


Day Two – Friday, October 25, 2024

7:15am – 8:00am

Networking Breakfast


8:00am – 8:15am

Chairperson’s Remarks


8:15am – 9:00am

Ways Nurses Can Improve Patient Experience

Nurses have a unique role in patient care. They focus on helping patients meet their physical, social, emotional and spiritual needs. As frontline bedside staff, nurses spend more time than any other healthcare professional providing direct, hands-on patient care. Nurses must understand the impact of patient caring and how to achieve the highest levels of patient care and satisfaction. This session will explore ways nurses can improve patient experience.


9:00am – 9:45am

Improving Staff Turnover to Improve the Patient Experience

It’s common business knowledge that it’s more costly to replace an existing customer with a new one. Building a customer relationship is a common theme in the business world. This same adage holds true in the healthcare industry, where patient turnover can have a negative impact on a practice, whether it’s a large, dispersed health system or a small independent practice. This session will explore how is high staff turnover can impact your clinical practice and what can you do to improve the patient experience and retain more of your existing patients.


9:45am – 10:15am

Networking & Refreshments Break


10:15am – 11:00am

Better Patient Experience Needed for Trust in SDOH Data Sharing

Patient experience factors, like care quality and healthcare discrimination, make it harder for patients to trust SDOH data sharing. Healthcare professionals need to determine what it’ll take for patients to trust the exchange of their social determinants of health (SDOH) data, including looking into improving patient experiences and clearing up privacy and security concerns.


11:00am – 11:45am

Maximizing Healthcare Reimbursement Through Higher Patient Satisfaction Scores

In a consumer-driven industry, healthcare organizations must compete to gain new patients and maintain their loyalty. One effective way is to earn high patient satisfaction scores that demonstrate value to customers seeking a trusted healthcare partner. But gaining patient trust isn’t the only benefit of high patient satisfaction scores. Medicare payment systems link patient satisfaction scores with reimbursement rates, making quality patient care a primary determinant of an organization’s viability and motivating healthcare administrators to implement patient satisfaction strategies. This session will explore the relationship between patient satisfaction scores, reimbursement and health outcomes.


11:45am – 12:30pm

Strategies to Improve Behavioral Health Patient Care and Experience

Across the nation, healthcare systems increasingly identify behavioral health as a pressing healthcare need in their communities. In nearly every setting, from emergency departments and acute inpatient units to specialized care, almost 25% of patients admitted also have a behavioral health diagnosis. Yet, despite these statistics, comprehensive models to improve behavioral health patient care are challenging to find and implement. Behavioral health disorders encompass both mental illness and substance use disorders. This session will explore strategies to improve behavioral health patient care and experience, including:

- Integrating behavioral health and primary care

- Community partnerships

- Coordination of care through technology

- Removing the barrier of stigma

- Leveraging telehealth solutions for improved behavioral health patient care



Workshop - Friday, October 25, 2024

12:45pm – 2:45pm

Workshop: The Impact of Candidate Experience on Patient Experience

Talent shortages are the norm, competition is intense, and top talent – from nurses to physicians to support staff – all have choices. Your candidate experience can be the key differentiation between talent choosing you or another hospital. Delivering a positive candidate experience not only helps you attract the best talent, but it is those same individuals who will ultimately deliver the best care and service to your patients. Your HCAHPS scores are a direct reflection of the people you have hired to care for your community, so your hiring experience presents a massive opportunity that can be felt all the way to your bottom line.

This session will walk you through the impact, both positive and negative, that candidate


Caesars Palace Las Vegas
3570 Las Vegas Blvd. South
Las Vegas, NV 89158

*Mention BRI Network to get the discounted rate of $209/night or use link below:


Sponsors and Exhibitors



Are there group discounts available?

  • Yes – Register a group of 3 or more at the same time and receive an additional 10% off the registration fee

Are there discounts for Non-Profit/Government Organizations?

  • Yes – please call us at 800-743-8490 for special pricing

What is the cancellation policy?

  • Cancellations received 4 weeks prior to the event will receive a refund minus the administration fee of $225. Cancellation received less than 4 weeks prior to the event will receive a credit to a future event valid for one year.

Can the registration be transferred to a colleague?

  • Yes – please email us in writing at info@brinetwork.com with the colleague’s name and title

Where can I find information on the venue/accommodations?

  • Along with your registration receipt you will receive information on how to make your hotel reservations. You can also visit individual event page for specific hotel information. The conference fee does not include the cost of accommodations.

What is the suggested dress code?

  • Business casual. Meeting rooms can sometimes be cold so we recommend a sweater or light jacket
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