March 25-27, 2018
Hotel Colonnade, Coral Gables

Exchange Day 3

Plenary Sessions

7:30 am - 8:45 am Networking Breakfast

8:45 am - 9:00 am Chairperson’s Opening Remarks

Jon Souder, Director,PwC

Sponsored by: PwC


Jon Souder


9:00 am - 9:45 am KEYNOTE ADDRESS: Measuring PX - Metrics Beyond HCAHPS Scores to Quantify Patient Experience

Alan Dubovsky, Chief Patient Experience Officer,Cedars-Sinai Medical Center
Of course your HCAHPS scores are critical in maintaining accreditation and funding. However, there are many other ways to measure patient experience, many of which are more valuable and actionable for real PX improvement. Alan Dubovsky shares his best-in-class PX quantification tactics to include:
·· Real-time surveys and micro surveys
·· Retained patient value and loyalty
·· Social listening

Alan Dubovsky

Chief Patient Experience Officer
Cedars-Sinai Medical Center

9:45 am - 10:15 am Business Meetings

10:15 am - 10:45 am Business Meetings

10:45 am - 11:15 am Networking Break

11:15 am - 11:45 am CASE STUDY: What You Need to Focus on Today to Drive Cultural Transformation and Accountability

Cassandra Crowe, Vice President, Patient Experience,University of Maryland Upper Chesapeake Health
Hospital leaders are the PX transformation catalyst, therefore, PX leaders are charged with equipping these leaders with the tools they need to be the PX advocate and hold their teams accountable.This becomes even more critical when you are charged with PX leadership system-wide with many locations and organizational cultures. Cassandra Crowe leads us through her keys to pushing a patient-centric culture forward, including:
  • Visibility, Credibility, Trust
  • Bringing empathy back to caregiving: Life Stories Project
  • Developing meaningful partnerships outside the system

Cassandra Crowe

Vice President, Patient Experience
University of Maryland Upper Chesapeake Health

11:45 am - 11:45 am Exchange Concludes


Plenary Sessions