Summit Agenda

DAY 1   |   Thursday, April 26

Registration 1:00 – 5:00 p.m.
Workshops 1:30 – 3:00 p.m.
Break 3:00 – 3:15 p.m.
Workshops 3:15 – 4:45 p.m.
Welcome Reception 5:00 – 7:00 p.m.

DAY ​2   |   Friday, April 27

Breakfast 7:00 – 8:00 a.m.
Welcome Remarks 8:00 – 8:15 a.m.
Keynote: Transparency Realized:
A Framework for Excellence in Pediatric Care
8:15 – 9:00 a.m.
The Road to Zero Harm 9:15 – 10:15 a.m.
Networking Break ​10:15 – 10:​45 a.m.
Enhancing Engagement & Resilience
– Meeting the Needs of Pediatric Caregivers
10:​45 – 11:45 a.m.
Networking Lunch 11:45 – 12:45 p.m.
Building the Foundation for
an Experience-Focused Culture
12:45– 1:30 p.m.
Reducing Patient and Caregiver Suffering
through Compassionate Communication
1:30– 2:15 p.m.
Consumerism in Pediatrics: Harnessing
the Patient Voice to Strengthen
Experience, Loyalty and Brand
2:15– 3:15 p.m.
Closing Remarks 3:15– 3:30 p.m.


Day 1  |  April 26

1:30 – 3:00 p.m.​  |  WORKSHOP: A Strengths-Based Approach to Developing Emotional Intelligence and Resilience

Shannon Vincent, MA, Manager, Strategic Consulting, Press Ganey
Phyllis Quinlan, PhD, RN-BC,
Internal Coach, Program Manager for Clinical Transformation, Cohen Children’s Medical Center

Join this interactive workshop to learn how emotional intelligence competencies and transformational leadership skills can improve engagement and personal resilience, and to develop strategies you and your team can immediately put into practice. Led by Phyllis Quinlan, the first internal engagement coach at Cohen Children’s Medical Center, and Shannon Vincent from Press Ganey’s Strategic Consulting team, this session will engage attendees in interactive exercises designed to facilitate group learning and share insights into developing a strong leadership approach, improving communication and building resilience.

1:30 – 3:00 p.m.​  WORKSHOP: Achieving and Maintaining High Reliability in Pediatrics

Craig Clapper, PE, CMQ/OE, Partner, Strategic Consulting, Press Ganey
Leslie Jurecko, MD,
VP, System Safety and Experience, Spectrum Health, Pediatric Hospitalist, Helen DeVos Children's Hospital

Join this interactive workshop to gain techniques for utilizing High Reliability principles and practices as a framework for safety, quality and experience of care initiatives. Led by Dr. Leslie Jurecko, pediatric hospitalist at Helen DeVos Children’s Hospital and Press Ganey strategic consulting partner, Craig Clapper, attendees will share best practices for promoting a safety culture in the pediatric care setting and learn how reliability principles are crucial to providing safe, high-quality patient- and family-centered care.

3:15 – 4:45 p.m.  |  WORKSHOP: Innovative Physical Environment Design for Improved Patient Experiences

Charles Hagood, DSc, Partner, Strategic Consulting, Press Ganey
Jennifer Christison,
Director, Enterprise Lean Transformation, Seattle Children’s

Join this interactive workshop to gather best practices and strategies for leveraging the design of the physical environment to provide a better, safer care experience for patients. Led by Press Ganey consulting partner Dr. Charles Hagood, co-author of the Shingo Prize–winning book, Lean-Led Hospital Design, and Seattle Children’s Director of Enterprise Lean Transformation, Jennifer Christison, attendees will explore the role of facility design in advancing the patient experience, and the methods and approaches to optimize outcomes, utilizing the experiences and input of caregivers to create a more innovative physical environment.

3:15 – 4:45 p.m.  |  WORKSHOP: Pediatric Communication Skills: Building Patient, Family and Provider Relationships

Joan Shook, MD, MBA, FAAP, FACEP, Chief Safety Officer, Deputy Chief Quality Officer, Chief Clinical Information Officer, Texas, Children’s Hospital; Professor of Pediatrics, Baylor College of Medicine
Laura Cooley, PhD, Senior Director of Education and Outreach,
Academy of Communication in Healthcare

Join this interactive workshop to explore the impact of patient-centered communication skills on provider-patient relationships. Led by Dr. Laura Cooley of The Academy of Communication in Healthcare and Dr. Joan Shook, Chief Safety, Quality and Clinical Information Officer at Texas Children’s Hospital, attendees will engage in dialogue and discussion around the importance of communication skill-building and the crucial steps required to ensure optimal physician-patient encounters. Discover the linkage between communication and improved safety, increased accuracy in clinical decisions and better patient compliance to recommended treatment.

Day 2  |  April 27

8:15 – 9:00 a.m.​  |  KEYNOTE: Transparency Realized: A Framework for Excellence in Pediatric Care

David J. Bailey, MD, MBA, President and CEO, Nemours Children’s Health System

Building trust and loyalty among pediatric patients and families is central to the Nemours mission and the driving force behind patient experience and engagement, requiring a commitment from all stakeholders. Nemours Children’s Health System President and CEO, Dr. David Bailey, will provide insight into how the organization overcame the challenges associated with publishing patient evaluation data, and he will highlight the opportunities ahead for the system as it seeks to embrace transparency on its journey to achieving excellence in the safety, quality, and experience of care.

9:15 – 10:15 a.m.​  |  The Road to Zero Harm

Judy Geiger, RN, BSN, MBA, Senior Executive Director, One Intermountain Pediatrics

The mission to achieve Zero Harm is a strategic imperative for hospitals and health systems nationwide that requires measured, sustained improvement across the care continuum. Led by Primary Children’s Hospital’s Chief Nursing Officer, Judy Geiger, RN, this session will explore tactics to improve the pediatric patient experience and deliver safe, high-quality care.
Additional session details coming soon.

10:45 – 11:45 a.m.​  |  Enhancing Engagement & Resilience – Meeting the Needs of Pediatric Caregivers

Deirdre Mylod, PhD, Executive Director, Institute for Innovation; SVP Research & Analytics, Press Ganey

Reactor Panelists:
Judy Geiger,
RN, BSN, MBA, Chief Nursing Officer Primary Children’s Hospital
Leslie Jurekco, MD, VP System Saftey and Experience, Spectrum Health, Pediatric Hospitalist, Helen DeVos Children’s Hospital.

Addressing clinician burnout and cultivating the pursuit of excellence are significant challenges for many health care organizations. Press Ganey’s SVP of Research and Analytics, Deirdre Mylod, PhD will present an actionable framework for deconstructing the stresses and rewards of the contemporary clinician's work life into those that are inherent to the role of caregiving and those that are external to the role, with a description of the different approaches that should be applied for each.

12:45 – 1:30 p.m. ​  |  Building the Foundation for an Experience-Focused Culture

Sara Toomey, MD, MPhil, MPH, MSc, Chief Experience Officer; Director, Center of Excellence for Pediatric Quality Measurement, Boston Children’s Hospital

In this session, Dr. Sara Toomey, Chief Experience Officer at Boston Children’s Hospital, will share actionable insights and best practices from one of the nation’s leading pediatric hospitals. Learn how you can foster a culture that improves patient, family and caregiver experience.
Additional session details ​coming soon.

1:30 – 2:15 p.m. ​  |  Reducing Patient and Caregiver Suffering through Compassionate Communication

Rachel Biblow, Senior Director, Patient and Family Services, Children’s Hospital of Philadelphia
Alan Cohen, MD,
Physician Leader, Patient and Family Experience, Children’s Hospital of Philadelphia

Hospital leaders understand that an engaged workforce is the foundation of any successful improvement initiative. Learn how Children’s Hospital of Philadelphia has advanced caregiver engagement and pediatric care, and gain strategies you can utilize within your organization.
Additional session details ​coming soon.

​2:​15 – ​3:15 p.m. ​  |  Consumerism in Pediatrics: Harnessing the Patient Voice to Strengthen Experience, Loyalty and Brand

Chrissy Daniels, MS, Partner, Strategic Consulting, Press Ganey
Dennis Scott Jolley, MPH, MEd,
Chief Strategy, Communications & Marketing Officer, Gillette Children’s Specialty Healthcare

Every day your patients are defining your brand via word of mouth and social media. In this session, Gillette Children’s Specialty Healthcare’s Chief Strategy, Communications and Marketing Officer, Dennis Jolley, partners with Press Ganey Strategic Consulting Partner Chrissy Daniels to share how the patient voice is collected, analyzed and ultimately can be leveraged for performance improvement initiatives. This session offers applicable and cost-effective strategies to dramatically improve your organization’s ability to manage consumer expectations and strengthen your system brand and market position.


"Pediatrics has unique challenges, e.g., treating the whole family in addition to the patient. The Summit allowed thought leaders who face those challenges an opportunity to share best practices." 

-201​7 Attendee

"It is unlike any other conference, symposium​ or summit that I have ever attended." 

-201​7 Attendee