Exchange Day 1

Plenary Sessions

Plenary Sessions

11:00 AM - 11:45 AM Exchange Registration & Welcome Brunch

Plenary Sessions

11:45 AM - 12:15 PM Speaker, Delegate & Solution Provider Orientation

Plenary Sessions

12:15 PM - 12:30 PM Chairperson’s Opening Remarks

Plenary Sessions

12:30 PM - 12:45 PM Ice Breaker Activity

Plenary Sessions

12:45 PM - 1:15 PM OPENING ADDRESS: Creating and Maintaining a Patient Experience Movement

Pam Prissel, Patient Experience Director, Mayo Clinic Health System
Operational leaders are easy to get committed to PX. Oftentimes, the real challenge is getting this commitment to permeate organizational culture, especially in large, matrix work environments that bridge many systems and services lines. In this opening address, Pam Prissel speaks to her experience leading the patient experience at the Mayo Clinic, including:
  • Building and overseeing a PX infrastructure
  • Developing and implementing a PX program
  • Enhancing a relationship-centered culture
  • Being a catalyst for change management

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Pam Prissel

Patient Experience Director
Mayo Clinic Health System

Plenary Sessions

1:15 PM - 1:45 PM Business Meetings

Plenary Sessions

1:45 PM - 2:15 PM Business Meetings

Workshop

Master Class

2:15 PM - 2:45 PM

BrainWeave

2:15 PM - 2:45 PM

Break

Break

2:45 PM - 3:15 PM Networking Break

Plenary Sessions

Plenary Sessions

3:15 PM - 3:45 PM CASE STUDY: How to Build and Audit a Best-in-Class Hourly Rounding Model

Lynn Charbonneau, Director, Patient Experience, Delray Medical Center, Tenet Health
Hourly rounding is key to ensuring patients are cared for, informed and equipped with what they need at every step on the patient journey. This case study examines a tried and true model for rounding that works every time:
  • Gain senior leader buy-in and consistent scheduling
  • Developing accountability with nurse leaders
  • Tools for rounding support

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Lynn Charbonneau

Director, Patient Experience, Delray Medical Center
Tenet Health

Plenary Sessions

3:45 PM - 4:30 PM KEYNOTE ADDRESS: Disruptor or Disrupted? An Exploration of the Latest in Healthcare Technology Innovation for Differentiated Patient Experience

Neil Gomes, Chief Digital Officer and Senior Vice President for Technology Innovation and Consumer Experience, Thomas Jefferson University and Jefferson Health
Neil Gomes and his team represent the bleeding edge of technology innovation in healthcare. His role leading a consumer-oriented, value-driven digital movement at Jefferson Health has resulted in real business results far and beyond HCAHPS scores. In this keynote address, Neil highlights latest projects and shares bold predictions for healthcare technology. Topics will include:
  • How to see beyond “hype” to identify those innovations that will produce real business value
  • What artificial intelligence and machine learning could mean for healthcare
  • How technology is ushering in the next generation of healthcare education and training

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Neil Gomes

Chief Digital Officer and Senior Vice President for Technology Innovation and Consumer Experience
Thomas Jefferson University and Jefferson Health

Plenary Sessions

4:30 PM - 5:00 PM Business Meetings

Plenary Sessions

5:00 PM - 5:30 PM Business Meetings

Plenary Sessions

5:30 PM - 6:00 PM CASE STUDY: The Planned Parenthood Experience: An Innovative Approach to Employee Engagement and Patient Experience

Dawn Williams, Head of Experience Strategy, Planned Parenthood Federation of America
Planned Parenthood has seized the opportunity to launch an innovative approach to experience improvement that leverages design thinking and virtual reality technology alongside best practices cultivated from consumer experience leaders across a variety of industries. Dawn Williams, the Head of Experience Strategy at Planned Parenthood, shares their journey of evolving a mission-centered organizational culture to improve the delivery of patient-centered care.

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Dawn Williams

Head of Experience Strategy
Planned Parenthood Federation of America

Plenary Sessions

6:00 PM - 6:00 PM Cocktail Reception