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Summit Agenda



DAY 1   |   Thursday, Sept. 27

Breakfast & Registration 7:30 – 8:30 a.m.
Welcome Remarks 8:30 – 8:45 a.m.
Keynote Address: The Changing Role
of Hospital Leaders
8:45 – 9:30 a.m.
Walk in the Shoes of Today's CXO -
Challenges and Opportunities Ahead
9:30 – 10:15 a.m.
Networking Break 10:15 - 10:45 a.m.
Driving Patient Experience in a
New Way at a Large Health System
10:45 - 11:30 a.m.
Networking Lunch 11:​30 - 12:30 p.m.
Roundtable Discussions  12:​30 - 2:00 p.m.
Networking Break 2:​00 - 2:30 p.m. 
Aligning the Stars: Turning Analytics
into Action to Improve
Five-Star Performance
2:​30 - 3:​15 p.m.
Promoting Clinician Resilience and
Wellness
3:​15 - 4:15 p.m.
End of Day Remarks 4:15 - 4:30 p.m.
Networking Reception at Fenway Park 5:30 - 8:00 p.m.

DAY ​2   |   Friday, Sept. 28

Breakfast 7:00 – 8:00 a.m.
A Strategic Blueprint for
Transformational Change
8:00 – 8:45 a.m.
Special Treatment as the Standard:
Sustaining a Culture of Patient
and Family-centered Care
8:45 – 9:30 a.m.
Networking Break 9:​30 – 10:00 a.m.
Finding the Patient Voice During
Times of Disruptive Change 
​10:00 – 10:​45 a.m.
Physician Engagement: The Catalyst to
Advancing Your Patient Experience Strategy
10:​45 – 11:30 a.m.
Building Your Data Strategy to Improve
PX, Safety, Quality & Engagement
11:30 - 12:15 p.m.
Closing Remarks 12:​15 - 12:30 p.m.

 


Day 1  |  ​Sept. 2​7

8:45 – 9:30 a.m.​  |  Keynote Address: The Changing Role of Hospital Leaders

Kevin Tabb, MD, Beth Israel Deaconess Medical Center and Beth Israel Deaconess System

Disruptive forces in today’s industry demand that hospital leaders step outside their traditional roles and embrace innovation. In his opening keynote address, CEO of Beth Israel Deaconess System Dr. Kevin Tabb will explore how the responsibilities of health care leadership have evolved, sharing insights gained from 25 years in the industry and addressing the challenges and trends that are top-of-mind for CEOs across the country.

9:30 – 10:15 a.m.​  Walk in the Shoes of Today’s CXO— Challenges and Opportunities Ahead

Angela McClure, SPHR, SHRM-SCP, Chief Experience Officer, Fresenius Medical Care North America

In the rapidly evolving health care landscape, the responsibilities of Chief Experience Officers have expanded far beyond ensuring patient satisfaction to include aligning engaged leaders and teams of caregivers around the mission of delivering safe, high-quality, patient-centered care. Angela McClure, chief experience officer for Fresenius Medical Care North America (FMCNA), carries out these responsibilities at the world’s largest fully vertically integrated renal company providing care to more than 190,000 patients across the country. In this session, McClure will share the challenges she and her team overcame, as well as the strategies and programs implemented to support FMCNA’s mission of engaging over 67,000 employees to consistently deliver on the patient promise.

1​0:45 – 11:​30 a.m.  |  ​Driving Patient Experience in a New Way at a Large Health System

Maureen Swick RN, MSN, PhD, NEA-BC, System Chief Nursing Officer, Atrium Health

In today’s increasingly complex health care landscape, it is critical that hospitals and health systems build and sustain a culture that helps improve the delivery of care and cultivates engaged teams of caregivers. With more patient contact than any other care provider, nurses and nurses leaders have a tremendous impact on patient outcomes and ultimately performance across the domains of safety, quality and experience of care. Atrium Health’s Chief Nursing Officer Maureen Swick will share insights gained from over 30 years in health care on the challenges facing today’s nurse leaders and strategies for advancing professional development, building organizational culture and improving communication across the organization.

1​2:​30 – 2:​00 p.m.​  |  ROUNDTABLE DISCUSSION: Preparing Your Organization for Transparency

Chrissy Daniels, MS, Partner, Strategic Consulting, Press Ganey
Toni Land, MBA, BSN, CPXP, Director of Patient Experience, Greenville Health System

Join an interactive dialogue about the challenges that face hospitals and health systems along the journey to external transparency. Led by Toni Land, director of Patient Experience at Greenville Health System and Chrissy Daniels, a partner of Press Ganey’s Strategic Consulting team, this roundtable discussion will explore best practices for leveraging the patient voice to improve performance across domains and accelerating your organization’s transparency journey.

12:​30 – 2:​00 p.m.​  |  ROUNDTABLE DISCUSSION: High Reliability Principles in Practice

Steven Kreiser, Partner, Strategic Consulting, Press Ganey
Susan Haufe, MHA, CPXP, Chief Experience Officer, Yale New Haven Health

Join an interactive dialogue about the leadership practices required to make safety a strategic priority and reduce the Series Safety Event Rate® at an organization. Led by Susan Haufe, chief experience officer at Yale New Haven Health and Steven Kreiser, a partner of Press Ganey’s Strategic Consulting team, this roundtable discussion will explore best practices for sustaining improvement across the areas of safety, quality, experience and engagement. 

12:​30 – 2:​00 p.m.​  |  ROUNDTABLE DISCUSSION: Engaging a Complex Workforce

Joseph Cabral, Chief Human Resource Officer & President Workforce Solutions, Press Ganey
Tracy Church, EVP & Chief Administrative Officer, Hartford HealthCare

Join an interactive dialogue about transforming the delivery of care through engaged and aligned teams of caregivers. Led by Tracy Church, executive vice president & chief administrative officer at Hartford HealthCare and Joseph Cabral, chief human resources officer & president of Workforce Solutions at Press Ganey, this roundtable discussion will explore best practices for building a highly engaged workforce and culture that drives an exceptional patient experience. 

12:​30 – 2:00 p.m.​  |  ROUNDTABLE DISCUSSION: The Journey to Clinical Excellence

Christy Dempsey, MSN, MBA, CNOR, CENP, FAAN, Chief Nursing Officer & President of Clinical Excellence Solutions, Press Ganey
Maureen Swick, RN, MSN, PhD, NEA-BC, System Chief Nursing Officer, Atrium Health

Join an interactive dialogue about bringing together leadership across safety, quality, experience, engagement and nursing to achieve clinical excellence and deliver on the patient promise. Led by Maureen Swick, system chief nursing officer at Atrium Health and Christy Dempsey, chief nursing officer & president of Clinical Excellence Solutions at Press Ganey, this roundtable discussion will explore best practices for convening nurse leaders and others across each domain to achieve clinical excellence. 

2:30 – 3:​​15 p.m.​​  |  Aligning the Stars: Turning Analytics into Action to Improve Five-Star Performance

Sven Gierlinger, Vice President and Chief Experience Officer, Northwell Health

Northwell Health leveraged star rating forecasts to identify impending obstacles, highlight future opportunities and drive targeted systemwide improvement efforts. Chief Experience Officer Sven Gierlinger will share how he used predictive analytics to show the cut points associated with performance in specific domains on a 5-star rating scale and identify action plans to move up to the next star. Explore how you can turn data into actionable insights that guide strategic improvement across the domains of safety, quality, patient experience and workforce engagement. 

3:​15 – 4:​​15 p.m.​  |  Promoting Clinician Resilience and Wellness

Jessica C. Dudley, MD, Chief Medical Officer, Brigham and Women's Physicians Organization, Vice President of Care Redesign, Brigham Health
Thomas H. Lee, MD, 
Chief Medical Officer, Press Ganey

There is no magic bullet to reducing burnout. It is a complex challenge that requires institutional and physician-led efforts to cultivate clinician activation and drive improvement across the dimensions of care. In this session, Dr. Dudley will share the array of programs she has spearheaded at Brigham and Women’s Hospital to improve physician engagement and resilience. Joining her, Dr. Lee will describe how Press Ganey and other external organization can support these initiatives and those underway at other organizations to promote clinician resilience and wellness.

Day 2  |  Sept. 2​8

8:​00 – 8:45 a.m.​  |  A Strategic Blueprint for Transformational Change

James Merlino, MD, Chief Transformation Officer, Press Ganey

Patient experience, caregiver engagement, clinical quality and patient safety are the pillars of excellence in health care. In this session, Press Ganey’s Chief Transformation Officer Dr. James Merlino will offer a framework for driving improvement across the domains of safety, quality, patient experience and workforce engagement to yield greater overall performance ratings. Learn how leadership teams armed with deeper data and integrated insights can more easily identify and prioritize targeted opportunities to reduce patient and caregiver suffering and improve the delivery of care.

8:45 – 9:30 a.m.​  |  Special Treatment as the Standard: Sustaining a Culture of Patient and Family-centered Care

​Kelly Parent, BS, Vice President for the Patient and Family Experience,  Beaumont Health System

Kelly Parent developed a deep passion for the patient/family experience after a medical crisis in her family. Her daughter received exceptional care and recovered, but Parent wondered if her care experience was partially owed to “special treatment” since her husband was a practicing physician at the hospital where she was treated. Committed to reducing suffering for all patients and families, Parent changed careers so she could make the exceptional care her daughter received the standard in health care. Now, as Vice President for the Patient and Family Experience at Beaumont Health System, she spearheads a systemwide culture change to engage patients and families in care experiences. In this session, she will offer actionable strategies for supporting lasting organizational change to empower caregivers to deliver high-quality, compassionate care to all patients.

10:00 – 10:45 a.m.​  |  Finding the Patient Voice During Times of Disruptive Change

Paul Sternberg Jr., MD, Chief Patient Experience Officer, Vanderbilt University Medical Center
Brian Carlson, Senior Director of Patient Experience, Vanderbilt University Medical Center

When disruptive operational change is unavoidable, health care organizations must partner with patients to successfully adapt and implement processes that will continue to improve the quality and delivery of care. Vanderbilt University Medical Center’s Dr. Paul Sternberg Jr., Chief Patient Experience Officer, and Brian Carlson, Senior Director of Patient Experience, will share how their organization harnessed the patient voice to measure the impact of a challenging, systemwide EHR implementation and inform executive-level decisions to continue to deliver patient-centered care. Their session will illustrate the imperative of supporting transparency between patients and providers, so that organizations can navigate changes with their patients, not around them.

10:45 – 11:30 a.m. ​  |  Physician Engagement: The Catalyst to Advancing Your Patient Experience Strategy 

Kim Pyles, FACHE, System Vice President, Patient Experience & Service Excellence, Ochsner Health System

Physicians have a highly influential role within their organizations – impacting not just the patient, but fellow caregivers across the continuum. Effectively engaging physicians in improvement efforts and developing physician leaders to drive performance can have a significant impact on the success of a patient experience strategy. Ochsner Health System’s System Vice President of the Patient Experience & Service Excellence, Kim Pyles will share their organization’s approach to cultivating strong physician partnerships and provide a framework for capturing physician buy-in and establishing a culture of accountability for patient- and family-centered care. Learn strategies for leveraging your physician partners while also reconnecting providers with their passion for improving the safety, quality and experience of care.

11:30 a.m. – 12:15 p.m. ​  |  Building Your Data Strategy to Improve PX, Safety, Quality & Engagement

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

Session Details to be Announced


"The quality of the presentations paired with the informal dialogue and roundtable discussions provided a wealth of information, insight and inspiration to further our collective efforts to improve care for patients and their families." 

-201​7 Attendee

"Perfect combination of best practice sharing, thought leadership and networking." 

-201​7 Attendee