7:15am – 8:00am 
Conference Registration & Networking Breakfast 

8:00am – 8:10am 
Chairperson’s Opening Remarks

8:10am – 8:50am 
Measuring What Matters: Getting Strategic with Patient Experience Analytics
This session will explore leveraging data and analytics to drive patient experience improvement. Learn how leading organizations are moving beyond traditional surveys to capture real-time feedback across multiple channels. Discover strategies for integrating experience data with operational and clinical metrics to identify improvement opportunities and measure ROI. Our speaker will share practical approaches for:

• Selecting and implementing real-time feedback tools
• Engaging staff in data collection and analysis
• Creating actionable insights from multiple data sources
• Measuring the impact of improvement initiatives
• Communicating results effectively to stakeholders

Erica Steed
Director, Patient Experience
Wellstar North Fulton Hospital 

8:50am – 9:30am

Martie Carnie

Catherine P. Hanson
Director, Patient Engagement & Patient & Family Centered Care
University of Miami Health System 

9:30am – 10:00am
Networking & Refreshments Break 

10:00am – 10:40am
Leveraging AI and Automation to Enhance Patient Experience
Join us for a session on how artificial intelligence and automation are revolutionizing patient experience. From intelligent chatbots handling routine inquiries to predictive analytics identifying at-risk patients, we’ll explore practical applications that are delivering results today. Through real-world implementation examples, learn how leading organizations are using AI to personalize communications, streamline workflows and proactively address patient needs. We’ll discuss key considerations for selecting and implementing AI solutions, including:

• Data privacy and security requirements
• Integration with existing systems
• Staff training and change management
• ROI measurement frameworks
• Scaling successful pilot programs

Anu Banerjee
Director, Quality Management and Performance Improvement
UHS, Southwest Healthcare System 

10:40am – 11:20am
Creating a Service Recovery Strategy That Builds Patient Loyalty
When service failures occur, how your organization responds can make the difference between losing a patient forever and creating a loyal advocate. In this session we’ll explore the psychology of service recovery and why an effective response to service failures can actually create stronger patient loyalty than if no failure had occurred. Through interactive discussion and examples, discover proven frameworks for empowering staff to resolve patient concerns in the moment. Learn how to build a systematic approach to service recovery that includes root cause analysis, process improvement and prevention of future issues.

Barbara Burnes, MS, RN, CPXP
Director
Atrium Health 

11:20am – 12:00pm

Kimberly D. Gregory, MD, MPH
Director, Division of Maternal-Fetal Medicine
Cedars-Sinai 

12:00pm – 12:40pm
Breaking Down Silos: Creating Enterprise-Wide Patient Experience Accountability
The most successful patient experience programs break down traditional departmental silos to create shared accountability across the organization. This session will explore how leading organizations are aligning goals, metrics and incentives around the patient experience. Learn proven strategies for engaging clinical and non-clinical staff in experience improvement initiatives. Discover frameworks for creating cross-functional governance structures that drive sustained focus on patient experience excellence.

Lisa Giocondi, M.B.A., RN, FACHE
Operations Manager | Department of Critical Care | Department of Emergency Medicine & Observation Medicine | Mayo Clinic Arizona 

12:40pm – 1:40pm 
Luncheon 

1:40pm – 2:20pm 

Matthew Ajluni, DO
Division Head of Urgent Care and Virtual Medicine
IHA Medical Group
Trinity Health 

2:20pm – 3:20pm 
Panel: Breaking Down Silos: Cross-Departmental Approaches to Patient Experience Excellence
This panel will explore how healthcare organizations can create truly seamless patient experiences by aligning efforts across traditionally siloed departments – from clinical teams to administrative staff to IT and facilities. The discussion will address shared metrics, collaborative governance structures, joint training initiatives, and communication strategies that unite diverse teams around patient-centered goals.

Panelists:

Anu Banerjee
Director, Quality Management and Performance Improvement
UHS, Southwest Healthcare System

Jeremy Segall, MA, RDT, LCAT
System Chief Wellness Officer, Assistant Vice President, Quality & Safety
NYC Health + Hospitals 

Houston Methodist

 3:20pm – 3:50pm 
Networking & Refreshments Break 

3:50pm – 4:30pm 
Predictive Modeling in the Acute Rehabilitation Setting
Thinking about predictive modeling?  In this session we will explore the use of the technology in the acute rehabilitation setting.  We will examine the planning and implementation of predictive modeling as well as the successes and challenges encountered.

Lynne Lee, RN, Esq.
VP Risk Management
Encompass Health 

4:30pm – 5:10pm 
Building the Business Case for Patient Experience Technology
Healthcare technology is evolving rapidly, but how do you determine which investments will deliver the best ROI for patient experience? We’ll explore frameworks for evaluating patient experience technologies and building compelling business cases for investment. Topics to be discussed will include:

• Current technology gaps and opportunities
• Potential ROI for different solutions
• Building stakeholder alignment around technology investments
• Developing effective implementation plans
• Measuring and communicating results

Aliya Aaron, MSHS, BSN, RN
Director, Enterprise Business Systems Operations
Memorial Healthcare System, Corporate Finance 

5:10pm 
End of Day One

7:15am – 8:00am 
Networking Breakfast 

8:00am – 8:10am 
Chairperson’s Recap

8:10am – 8:50am 
Patient Experience as a Driver of Employee Engagement
The link between employee engagement and patient experience is undeniable. This session explores how leading organizations are leveraging patient experience initiatives to drive staff engagement and satisfaction. Through case studies and interactive discussion, discover how focusing on patient experience can:

• Create meaningful purpose and connection for staff
• Reduce burnout through process improvement
• Build pride and job satisfaction
• Improve recruitment and retention
• Drive operational excellence

Joshua Kosowsky, MD
Clinical Director, Emergency Medicine
Vice Chair, Clinical Affairs
Assistant Professor, Harvard Medical School
Emergency Medicine
Brigham and Women’s Hospital 

8:50am – 9:30am 
Discharge with Dignity
Patients and those in need deserve to be treated with dignity and respect. Through our Discharge with Dignity program, we help ensure that every patient leaves with the essential items they need by providing clothing and other items for those experiencing homelessness, lacking nearby family support, or transitioning to another level of care.  Our program also supportes parents staying with children in pediatrics, behavioral health patients attending court hearings, endoscopy patients needing an extra change of clothes, and low-income women seen in our Prenatal Clinic. In 2024 alone, we provided approximately 8,200 items, ensuring dignity and comfort for those in need. This initiative not only enhances the patient experience but also fosters a culture of compassion and support for visitors, staff, physicians, volunteers, and the broader community.

Linda Van Fulpen, CAVS, CPXP, FPCC
Manager, Volunteer Services
Sharp Grossmont Hospital  

9:30am – 10:00am 
Networking & Refreshments Break 

10:00am – 10:40am 
Panel: Creating a Culture of Service Excellence
The journey to exceptional patient experience begins with your organizational culture. In this session, we’ll explore how leading healthcare organizations are building customer-centric cultures that consistently deliver outstanding experiences. Through real-world examples and interactive discussion, discover practical strategies for assessing current culture, defining desired behaviors and driving sustainable change. Learn techniques for selecting and developing service-oriented staff, establishing clear service standards and creating accountability for the patient experience at every level of the organization.

Ashleigh Kamencik-Wright
Program Director
Houston Methodist 

Terrell Williams
Project Specialist
Houston Methodist 

Natalie Zuniga-Georgy
Senior Consultant
Houston Methodist 

Richard Eke
Project Specialist
Houston Methodist

10:40am – 11:20am 
Humanizing the Healthcare Experience in a Digital World
As healthcare becomes increasingly digital and automated, maintaining human connection is more important than ever. This session will explore how leading organizations are leveraging technology while preserving the human touch that patients crave. Learn strategies for:

• Training staff in empathetic communication
• Creating moments of authentic connection
• Personalizing digital interactions
• Identifying opportunities for human touch
• Measuring the impact of connection on outcomes

Liza Di Leo Thomas, MD, CPXP, FACEP
Medical Director, Patient and Provider Advocacy
Senior Physician, Emergency Medicine
Ochsner Health 

11:20am – 12:00pm        
Healthy Staff, Healthy Patients: The Secret to Enhanced Healthcare Outcomes for All
In today’s healthcare environment, staff well-being and engagement are crucial to delivering high-quality patient care. This workshop will explore the direct connection between employee wellness and patient satisfaction, demonstrating how a healthy, engaged workforce improves healthcare outcomes. Participants will learn to implement a practical improvement framework that integrates wellness, engagement, and patient experience at the unit level. Using real-world data, this session will provide tools to operationalize these elements and create a supportive culture that benefits both staff and patients. Attendees will leave with actionable strategies to boost staff engagement, foster a positive work environment, and enhance patient care. Join us to learn how empowered, healthy teams lead to exceptional outcomes for both employees and patients.

Jeremy Segall, MA, RDT, LCAT
System Chief Wellness Officer, Assistant Vice President, Quality & Safety
NYC Health + Hospitals 

12:00pm – 12:40pm
How to Use Virtual Agents to Improve Patient Experience

John Milligan
CFO
Syracuse Community Health Center 

12:40pm
Conference Concludes

1:00pm – 3:00pm 
Workshop: The Business Case for Exceptional Patient Experience

In an era of increased competition and consumer choice in healthcare, delivering outstanding patient experiences isn’t just about doing the right thing – it’s a business imperative. We’ll explore how leading organizations are quantifying the ROI of patient experience initiatives through metrics like increased market share, improved reimbursement rates and enhanced patient retention. Through real-world case examples, you’ll discover how investments in patient experience correlate with improved financial performance. Learn how to build a compelling business case for patient experience initiatives that resonates with the C-suite and board. We’ll also examine how public reporting of patient experience scores impacts consumer choice and market dynamics in an increasingly competitive landscape.

Arlene Luu RN, BSN, JD, CPHRM
Lead Sr. Risk Solutions Consultant
MedPro Group