PXO Agenda

Sunday – September 29

1:00 PM
Registration & Itinerary Pick-up

Grand Ballroom Foyer

2:15 PM
Welcoming Remarks

Red

Presented by

Vishal Bhalla

Senior Vice President, Chief Experience Officer
Advocate Health Care

2:30 PM
Consider the Latter

Red

Presented by

Gretchen Ramsey, MPS

Regional Director of Patient Experience and Volunteer Engagement
Penn State Health

Leslyn Williamson, RN, DNP, MSN, MPH, NEA-BC, FACHE

Regional Vice President and Chief Nursing Officer
Penn State Health

3:00 PM
Rethinking Patient Relations: Strategies for Building a Culture of Trust & Safety

Red

Presented by

Tyler Gegen, MBA, CPXP

Senior Director of Patient Experience
Mount Sinai Health Systems

3:35 PM
Roundtables & Refreshments NON CE

Grand Ballroom

4:55 PM
Finding Joy in the Workplace: How Staff Satisfaction Translates to Patient Satisfaction

Red

Presented by

Matthew Fidler, DHA CPXP

Director of Patient Relations
Augusta Health

Stephanie Gedeon, MSN, RN, NPD-BC

Assistant Chief Nursing Officer
Augusta Health

5:40 PM
Day 1 Closing Remarks

Red

Presented by

Vishal Bhalla

Senior Vice President, Chief Experience Officer
Advocate Health Care

5:45 PM
Networking Cocktail Reception

Grand Ballroom

Monday – September 30

7:15 AM
Breakfast & Itinerary Pick-Up

Grand Ballroom Balcony

7:55 AM
Day 2 Welcome Remarks

Red

Presented by

Vishal Bhalla

Senior Vice President, Chief Experience Officer
Advocate Health Care

8:00 AM
Digital Health and Engagement: The Front Seat in the Experience Journey

Red

Presented by

Courtenay Bruce, JD, MA, CPHQ

Associate Chief Experience Officer, Associate Professor, Institute of Academic Medicine, Adjunct Associate Professor
Texas A&M Health Services Center, Houston Methodist System

Katherine Sauceda

Director of Guest Relations and Patient Experience, Houston
Methodist Sugar Land Hospital

Theresa Pinn-Kirkland, RN, CMGT-BC

Lead Care Manager, Houston Methodist Physicians’ Alliance for Quality
Houston Methodist

8:50 AM
Roundtables & Refreshments NON CE

Grand Ballroom

10:10 AM
The Era of the Smart Care Team is Here: How AI and Ambient Intelligence is Transforming Care Delivery

Red

Presented by

Bruce Brandes

President
care.ai

10:40 AM
The Importance of Patient Referrals

Red

Presented by

Karen Lofty, MSW, LICSW, CPXP

Director of Patient Experience
Fresenius Medical Care

11:15 AM
Roundtables & Refreshments NON CE

Grand Ballroom

11:55 AM
Brainstorm Session

TBA

12:30 PM
Luncheon

Grand Ballroom Balcony

1:30 PM
VA’s CX Foundation: The VA Way

Red

Presented by

John Boerstler

Chief Veteran Experience Officer
Veterans Experience Office

2:00 PM
Leveraging Incentives to Improve the Patient Experience

Red

Presented by

Jason Ruda, MS, CPXP

Experience Director
Tandigm Health

Elizabeth Terroni, MHA

Senior Director, Provider Performance Programs
Tandigm Health

2:45 PM
Roundtables & Refreshments NON CE

Grand Ballroom

4:05 PM
Root Cause Analysis as a Tool for Experience-Based Adverse Events

Red

Presented by

Lindsy Anton, M.Ed., MHA/MBA, CPXP

Senior Manager, Business Strategy and Development – Patient Experience & Change Management
Baylor College of Medicine

4:35 PM
Revitalizing Organizational Culture: Cultivating a Person-Centered Approach

Red

Presented by

David Weisman, PhD, CPXP, FPCC

Chief Experience Officer
NYC Health + Hospitals / Queens

5:20 PM
Day 2 Closing Remarks

Red

Presented by

Vishal Bhalla

Senior Vice President, Chief Experience Officer
Advocate Health Care

5:25 PM
Roundtables Networking Cocktail Reception

Grand Ballroom Balcony

Tuesday – October 1

7:45 AM
Breakfast

Grand Ballroom Balcony

8:15 AM
Day 3 Welcome Remarks

Red

8:20 AM
Utilizing a PFAC to Enhance the Patient-Centered Culture

Red

Presented by

Delinda Pendleton

Director, Patient Experience & Strategic Clinical Initiatives
Fox Chase Cancer Center

8:50 AM
Staff Development – How Leadership Impacts Effectiveness & Quality of Service

Red

Presented by

Jill S. Anderson, MBA, MBB, PMP

Vice President – Patient Experience
RWJBarnabas Health System

Samantha Bobinski

Patient Experience Intern
RWJBarnabas Health System

9:25 AM
Roundtables & Refreshments NON CE

Grand Ballroom

10:05 AM
Succession Planning: Nurse Emeritus Programs

Clover

Presented by

AnnMarie Papa

Nurse Leader Emeritus
Jefferson Health

10:40 AM
The Cost of Nurse Turnover: 3 Million Reasons for Change

Clover

Presented by

Heidi J. Zedlar MSN, MBA, RN, NE-BC

Chief Nursing Officer
Dedicated Nursing Associates

11:10 AM
Panel: Leading Through Adversity – Building Endurance and Resiliency in Healthcare

Clover

Panelists

Matthew Fiddler, DHA CPXP

Director of Patient Relations
Augusta Health

Michele Szkolnicki, RN, FACHE, CMPE

Senior Vice President & Chief Nursing Officer
Penn State Health

Jose Torrez

Director of Food and Administration
University of Maryland Charles Regional Medical Center

David Weisman, Ph.D., CPXP, FPCC

Chief Experience Officer
NYC Health + Hospitals / Queens

Moderator

Soojin Jun, BCGP, CPPS, CPHQ

Co-Founder
Patients for Patient Safety US

11:55 AM
Day 3 Closing Remarks

Clover

Presented by

Vishal Bhalla

Senior Vice President, Chief Experience Officer
Advocate Health Care

12:00 PM
Close of Program

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