March 25-27, 2018
Hotel Colonnade, Coral Gables

Exchange Day 1

Plenary Sessions

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

11:45 am - 12:15 pm Speaker, Delegate & Solution Provider Orientation

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


Jamie  Gunsior, Principal at PwC

Jamie Gunsior


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

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

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
Pam Prissel, Patient Experience Director at Mayo Clinic Health System

Pam Prissel

Patient Experience Director
Mayo Clinic Health System

1:15 pm - 1:45 pm Business Meetings

1:45 pm - 2:15 pm Business Meetings

2:15 pm - 2:45 pm CASE STUDY: Enhancing Patient Experience through Empathic Communication

Empathy is the idea of understanding another person’s experience from his or her perspective. When empathic communication is infused into the culture of a healthcare organization in an intentional way, patient satisfaction and treatment compliance increase – which can lead to more satisfying and effective patient interactions for the provider. Placing yourself in patient’s shoes provides insight into what he or she is thinking and feeling, and the skill of empathic communication creates the condition for the patient to feel heard and understood. Empathy can return to the forefront with some key training across the caregiver spectrum, from physicians and nurses, to all other front-line staff. Jennifer Packard from Mayo Clinic dives in to critical empathic communications skill sets and just how to go about training them effectively across a health system. She will share some of the nuances of the Mayo Clinic PX patient communication model, including the creation and administration of this large scale training effort.
Jennifer  Packard, Patient Experience Senior Advisor, Patient Communication Education & Training at Mayo Clinic

Jennifer Packard

Patient Experience Senior Advisor, Patient Communication Education & Training
Mayo Clinic



2:45 pm - 3:15 pm Networking Break

Plenary Sessions

3:15 pm - 3:45 pm KEYNOTE ADDRESS: The Consumerism of Patient Experience

Tonic Health
Unlike most every other service industry, healthcare is just now prioritizing real time feedback as a mechanism to enhance the patient experience. Patient satisfaction measurement today is very reactive — in other words, a care episode happens and then we send the patient a survey. But a truly “consumerized” process treats it differently: it ask questions about patient preferences in order to be proactive about setting up the patient experience. More than anything, real time data is important because it’s all about real time actionability. That is, how can we use real time patient feedback to drive the patient experience as it occurs, but also instantly intervene if something goes wrong.

Sterling Lanier, CEO at Tonic Health

Sterling Lanier

Tonic Health

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

Neil Gomes

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

4:30 pm - 5:00 pm Business Meetings

5:00 pm - 5:30 pm Business Meetings

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

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.
Dawn Williams, Head of Experience Strategy at Planned Parenthood Federation of America

Dawn Williams

Head of Experience Strategy
Planned Parenthood Federation of America

6:00 pm - 6:00 pm Cocktail Reception