Joan Pendergast Cox

Patient access and experience challenges go far beyond restrictive schedules and inefficient self-service – they often reflect a deeper disconnect between executive priorities and frontline realities. It is paramount to foster a people-first approach to patient access that transforms both patient experience and workforce culture and engagement. Drawing from system-wide initiatives that reconnected frontline staff to their “why,” we’ll learn how cultural alignment, data analysis, and operational design must work hand-in-hand to deliver care that centers the patient and staff.

• Align patient access strategy with the purpose and engagement of frontline staff.
• Meaningful data interpretation – beyond dashboards and reports.
• Bridge the gap between executive priorities and day-to-day challenges and needs for frontline workers.
• Shifting from provider-centered design to models that reflect real patient lives.