2016 Annual Conference

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2017 National Client Conference

Nov. 1-​3 | Orlando World Center Marriott

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2016 National Client Conference Highlights

The annual Press Ganey National Client Conference is our premier patient experience conference, convening nearly 3,000 health care leaders from across the continuum of care in a dynamic and collaborative learning environment.

The 2016 event, Transforming Care: The Future in Focus, brought together expert perspectives, best practices and strategies for improving the safety, quality and experience of patient-centered care.

CEO Pat Ryan kicked off three days of learning and networking with two thought-provoking and inspirational videos. The first piece, “The Future in Focus: Qualities of Caregivers,” featured insights from industry leaders acknowledging the diverse skills and unwavering passion needed to connect to the noble purpose of healing patients and their families, and recognizes that everybody within a health care organization plays a vital role in delivering on the patient promise. The Future in Focus: Tomorrow’s Care,” speaks to the reality that the future of health care is now. To thrive, the patient must remain at the center of all decisions, and leaders must think creatively about how to nurture and support employees and employee technology to strengthen relationships with patients and consumers in a sustainable way.

These short documentaries are both a retrospective of the remarkable progress our clients have made to advance patient-centered care as well as a forward-looking perspective on how innovative care providers will adapt technology and develop human capital to deliver high value and exceptional care to their patients.

Keeping the Future in Focus: 2016 Chief Executive Officer Panel


In a panel discussion moderated by Pat Ryan, CEOs from leading health care organizations continued the dialogue around the evolution of patient-centered care, sharing perspectives on their biggest challenges as well as their visions for the future of health care delivery. The panel included  Allegheny Health Network’s Cynthia Hundorfean, Lahey Health’s Dr. Howard Grant and Scripps Health’s Chris Van Gorder.

201​6 Keynote Speakers

keynoteKeynotes delivered by 66th Secretary of ​State Condoleezza Rice and renown physician leader and health care visionary Dr. Abraham Verghese reaffirmed that we must invest in leadership and education in today’s changing global market; embrace innovation to make progress; and recommit to delivering safe, reliable, patient-centered care to reduce suffering and continue to advance the industry. 

Recognizing Exceptional Performance, Leadership and Progress

AwardsDuring opening remarks, Press Ganey CEO Pat Ryan announced Lloyd H. Dean, CEO and President of Dignity Health as the recipient of our 2016 Press Ganey Innovator of the Year Award. This prestigious honor is awarded to a leader who defines compassion and empathy through actions within his/her organization. While accepting the award via pre-recorded video, Mr. Dean described his pride in the inspirational and impactful work Dignity has accomplished with Project Humankindness, an initiative created by Dignity to spread kindness, reduce patient suffering and bring people together with stories from around the world.  

We also announced the inaugural Press Ganey Community Response Award, given to caregivers who have risen to the occasion and supported their communities during times of crisis. Press Ganey chief medical officer Dr. Tom Lee was pleased to present this first-of-its-kind award to Adventist Health System - Florida Hospital, Baylor Scott & White Health, Orlando Health, Parkland Health & Hospital System and University of Texas Southwestern Medical Center.

Dr. Lee was also pleased to announce our second new award of the night, the first-ever Team of the Year Award, to the Duke Women’s Cancer Care team. Based in Raleigh, N.C., this team demonstrated outstanding care coordination and teamwork in pursuit of delivering safe, high-quality, compassionate care to their patients.

POY 4In addition to our new awards, we presented the 2nd annual Physician of the Year Award to Larry H. Hollier Jr., associate surgeon-in-chief for clinical affairs and chief of plastic surgery at Texas Children's Hospital, and professor and chief of the division of plastic surgery at Baylor College of Medicine. This award is given to a physician who shows exceptional leadership and who has realized tangible success improving the delivery and experience of compassionate, connected care and reducing patient and caregiver suffering.

Our last individual award announced at conference was our 2016 Nurse of the Year Award winner, June Martin, RN, of Newport Hospital. Press Ganey CNO Christy Dempsey presented the award and lauded June’s outstanding contributions to care innovation, transformation and collaboration at Newport Hospital, where June has  worked to treat her patients as “whole human beings,” for the past 41 years.

Throughout the event, we also recognized and honored 392 organizations that demonstrated exemplary performance around improving the quality and safety of patient care; providing a positive and collaborative environment for employees and physicians; nursing excellence; and delivering exceptional patient experiences. A full list of recipients for each of the five organization-level Press Ganey signature awards—the 2016 Guardian of Excellence Award, the 2016 NDNQI Award, the 2016 Success Story Award, the 2016 Pinnacle of Excellence Award and the 2016 Avatar Award—can be found online.  

Session Highlights

More than 80 breakout sessions provided conference attendees an outstanding opportunity to learn from and with peers. Sessions highlighted best practices to address key health care issues, as well as case studies and success stories from top-performing client organizations. Every session was eligible for continuing education credits, a tremendous benefit to our many clients pursuing professional development and certifications.

In addition, preconference events for academic medical centers and major teaching hospitals, small community and rural hospitals, pediatrics and nursing facilitated networking and sharing of best practices for groups facing unique challenges.

Innovation & Networking Pavilion

Pavilion 7

The Innovation & Networking Pavilion served as a centrally located learning and networking hub where attendees could meet with peers from leading health care organizations as well as Press Ganey subject matter experts, advisors and consultants. This area was specifically focused not only on connecting patients with each other, but also with resources, client success stories and recent product enhancements that can help clients maximize their investment in patient experience, engagement, safety and process improvement.

​Engaging in the Mission to Transform Care


At our 2016 conference, attendees shared their thoughts, perspectives and “aha moments” through a number of interactive activities. At The Big Idea board, we challenged attendees to dream big, think boldly and share their visions for transforming the future of care. Our larger-than-life social media wall featured Tweets, photos and comments attendees posted via social media channels and our conference app. We also highlighted the importance of patient safety through our Zero Harm Wall, where attendees shared their best practices and reaffirmed their commitment to eliminating serious safety events.