Designed for CEOs and C-suite executives, the Executive Leadership Conference, convenes nearly 500 health care leaders to explore the innovative strategies required to improve the safety, quality and experience of patient-centered care and succeed in the dynamic health care environment. Running concurrently with our National Client Conference, our premier executive event offers a unique networking forum, opportunity to share your thoughts and visualize the path toward health care excellence amidst a changing and uncertain landscape.  



Patrick T. Ryan
Chief Executive Officer
Press Ganey

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Session: Leadership Panel

Bio: Patrick T. Ryan joined Press Ganey as Chief Executive Officer in early 2012, bringing to the company more than three decades of experience working with health care leaders and providers. As a client of Press Ganey for 12 years of his career, Pat understands the value of insights derived from listening to the patient’s voice. A longtime health care executive with a deep understanding of the complexities of managing a health system, Pat has now set out with the Press Ganey team during this transformative period in the industry to partner with health care organizations to improve the safety, quality and experience of care.

Through Pat’s leadership, Press Ganey has advanced the concept of reducing patient and caregiver suffering to achieve a truly patient-centered culture. The company has introduced industry-leading solutions that capture the voice of the patient, physician, nurse and employee to provide deeper insights, advanced analytics and actionable plans to improve the patient experience.

Summer Allen

Joe Greskoviak
President & COO
Press Ganey

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Bio: Joe Greskoviak joined Press Ganey in 2012 as President and Chief Operating Officer. In this role,
he is responsible for all areas of operations, IT, product management, sales, client management and educational, advisory and consulting services.

Prior to joining Press Ganey, Greskoviak served as president of MedAssets’ spend and clinical resource management business. In that role, he oversaw meaningful business growth and the successful integration of The Broadlane Group business, its newest acquisition, into MedAssets. Prior to that acquisition, Greskoviak was Broadlane’s executive vice president and chief development officer. In his 12 years at Broadlane, Greskoviak held various executive roles and was instrumental in the company’s development and growth.

Previously, Greskoviak was vice president of business development and ecommerce at Premier Purchasing Partners, a division of Premier. He was closely involved in the formation of Premier’s ecommerce company, Premier Health Exchange.

Greskoviak began his career in health care over 30 years ago. He is an active and influential leader in the industry and an advocate for a variety of health care organizations.

He holds a bachelor’s degree in political science from DePaul University in Chicago


Michael J. Dowling
President & CEO
Northwell Health

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Session: Leadership Panel

Bio: Michael J. Dowling is president and chief executive officer of Northwell Health, which delivers world-class clinical care throughout the New York metropolitan area, pioneering research at the Feinstein Institute for Medical Research, and a visionary approach to medical education highlighted by the Donald and Barbara Zucker School of Medicine at Hofstra/Northwell and the Hofstra Northwell School of Graduate Nursing and Physician Assistant Studies.

Prior to becoming president and CEO in 2002, Mr. Dowling was the health system’s executive vice president and chief operating officer. Before joining Northwell Health in 1995, he was a senior vice president at Empire Blue Cross/Blue Shield. 

Mr. Dowling served in New York State government for 12 years, including seven years as state director of Health, Education and Human Services and deputy secretary to the governor. He was also commissioner of the New York State Department of Social Services.

Before his public service career, Mr. Dowling was a professor of social policy and assistant dean at the Fordham University Graduate School of Social Services, and director of the Fordham campus in Westchester County.

Mr. Dowling is chair of the Healthcare Institute and the Institute for Healthcare Improvement (IHI). He is a member of the Institute of Medicine of the National Academies of Sciences and the North American Board of the Smurfit School of Business at University College, Dublin, Ireland. He also serves as a board member of the Long Island Association. He is past chair and a current board member of the National Center for Healthcare Leadership (NCHL), the Greater New York Hospital Association (GNYHA), the Healthcare Association of New York State (HANYS) and the League of Voluntary Hospitals of New York. Mr. Dowling was an instructor at the Center for Continuing Professional Education at the Harvard School of Public Health. 

Mr. Dowling grew up in Limerick, Ireland. He earned his undergraduate degree from University College Cork (UCC), Ireland, and his master’s degree from Fordham University. He also has honorary doctorates from University College Dublin, Hofstra University, Dowling College and Fordham University.


Laura S. Kaiser, FACHE 
President & CEO
SSM Health

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Session: ​Leadership Panel

Bio: As President/Chief Executive Officer of SSM Health, Laura S. Kaiser, FACHE, leads a Catholic not-for-profit health system serving communities across the Midwest through a robust and fully integrated health care delivery system. Headquartered in St. Louis, SSM Health includes 24 hospitals, more than 300 physician offices and other outpatient care sites, 10 post-acute facilities, comprehensive home care and hospice services, a pharmacy benefit company, an insurance company and an Accountable Care Organization. The organization’s more than 40,000 employees and 10,000 providers are committed to delivering exceptional health care services and revealing God’s healing presence to everyone they serve.

Since joining SSM Health in May 2017, Ms. Kaiser has been focused on ensuring patients and health plan members experience consistently exceptional care and service, and that SSM Health ministry is a vibrant part of each community in which it serves. She has more than 30 years of experience in improving clinical quality, fueling innovation, managing operational performance and growth, leading change management, and successfully facilitating health care integration.

Ms. Kaiser previously served for five years as Executive Vice President and Chief Operating Officer for Intermountain Healthcare. She also served for 15 years at Ascension Health in a number of senior leadership roles, including Regional Executive for the Gulf Coast/Florida region and President/CEO at Sacred Heart Health System in Pensacola, FL.

Over the years, Ms. Kaiser has served on numerous boards. She currently serves on the boards of Nuance Communications and the Scottsdale Institute, as well as on the American Hospital Association Health Strategy & Innovation Committee and the St. Louis Regional Business Council.

Ms. Kaiser earned a Bachelor of Science from the University of Missouri, a Master of Business Administration and a Master of Healthcare Administration from Saint Louis University. She is a Fellow of the American College of Healthcare Executives, and in 2017 was named one of the “Top 25 Women in Healthcare” by Modern Healthcare magazine.


Pamela Sutton-Wallace, MPH
Chief Executive Officer
University of Virginia Medical Center

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Session: Leadership Panel

Bio: Appointed in July 2014, Pamela Sutton-Wallace currently serves as the Chief Executive Officer for the University of Virginia (UVA) Medical Center in Charlottesville, Virginia. The UVA Medical Center is a nationally-recognized academic medical center which includes 612 inpatient beds, Level 1 trauma center, the UVA Children’s Hospital and more than 100 primary and specialty care clinics throughout the Commonwealth with greater than 1 million visits annually. Ranked as the #1 hospital in Virginia by US News & World Report, the medical center has received several national designations and recognitions for adult and pediatric specialties. 

Prior to joining UVA, Pam served as Senior Vice President for Hospital Operations of Duke University Hospital, a 1,100 bed hospital, in Durham North Carolina. During her 17 year tenure at Duke, she served in several leadership positions including: Chief Operating Officer for Ambulatory Services, Vice President for Perioperative Services and Chief of Staff for the Chancellor for Health Affairs. In addition to her tenure with Duke University Health System, Pam has a diverse health care background with experience in the pharmaceutical and insurance industries with Pfizer and Blue Cross & Blue Shield of North Carolina, respectively.

Pam serves on several professional and community boards including the American Essential Hospitals, Vizient’s Academic Medical Center Board of Managers, American Hospital Association Region 3 Policy Board, Virginia Hospital and Healthcare Association, Virginia Center for Health Innovation, United Way-Thomas Jefferson area and Charlottesville Regional Chamber of Commerce. Over her career, she is a multi-accolade winner of many prestigious healthcare awards.

Pam hails from Randallstown, MD and received her undergraduate degree in Political Science and African-American Studies from Washington University in St. Louis, MO. She later graduated from Yale University with a Master of Public Health (MPH) degree, completing her thesis with distinction. 

Pam is married to Maurice O. Wallace PhD, associate professor of English and associate director of the Carter G. Woodson Institute at the University of Virginia. Together, they are proudly raising two brilliant and beautiful daughters, Sage (18), a first year student at UVA, and Amaya (17), a senior at Monticello High School. Pam enjoys speaking, mentoring and encouraging the next generation of leadership, especially women.


Terrence B. (Terry) Akin
Chief Executive Officer
Cone Health

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Session: ​Leadership Panel

Bio: Terry Akin serves as Chief Executive Officer of Cone Health. Akin is accountable for the realization of the strategic vision set by the Cone Health Board of Trustees. In his role, he is “honored by the privilege to serve others,” and excited about the opportunity that Cone Health has to transform healthcare. In his more than 25 years in healthcare, Akin says his real inspiration comes from working along-side teammates throughout the organization who have committed themselves to making a difference in the lives of others. 

Akin joined Cone Health in July 2009 as Chief Operating Officer, was named President in April 2012 and became CEO in October 2014. 

Akin previously held senior executive roles in Texas with Harris Methodist Fort Worth Hospital and Presbyterian Hospital of Dallas (both part of the Texas Health Resources system), and held prior senior leadership roles with Cedars Sinai Medical Center in Los Angeles and with Washington Hospital Center in Washington, DC (Part of MedStar Health). 

A fellow in the American College of Healthcare Executives, he earned an MBA from the Wharton School at the University of Pennsylvania and also has a master’s degree in social work from the university. He received his Bachelor of Science degree in psychology from Texas A&M University. 

Akin is Chairman of the Greensboro Chamber of Commerce Board of Directors, Chairman of the Guilford County Development Alliance, and a member of the Piedmont Triad Partnership Board of Directors. He also serves on the Board of Directors for the North Carolina Hospital Association (NCHA) as well as the American Hospital Association Regional Policy Board. In addition, he served as a past member of the NCHA Policy Development Committee and was a founding board member of the North Carolina Center for Affordable Healthcare. He was also on the boards of Hospice and Palliative Care of Greensboro and the Greensboro Children’s Museum, and is a past-chair of the Guilford County Heart Walk. 

Terry and his wife Barbara live in Greensboro. They have two children.


Marc Harrison, MD
President & C​EO
Intermountain Healthcare

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Session: Leadership Panel

Bio: Dr. Harrison is a distinguished pediatric critical care physician with a proven track record as a top operations executive on a global scale. As CEO of Intermountain, his operational innovations designed to put patients at the center of care are rapidly making him one of the most sought-after voices in healthcare transformation. He’s engaged in international and national thought forums, has been voted one of the top 10 Most Influential Physician Executives and Leaders, and was named in the top 50 Most Influential Leaders in Healthcare in lists published by Modern Healthcare in 2017. 

Before joining Intermountain, Dr. Harrison held positions as Chief of International Business Development for Cleveland Clinic and CEO of Cleveland Clinic Abu Dhabi. During his tenure with Cleveland Clinic Abu Dhabi, he assembled a 3,500-member, multinational workforce and oversaw all aspects of clinical and business operations. Earlier in his career, Dr. Harrison served as Chief Medical Operations Officer and Chairman of Pediatric Critical Care at Cleveland Clinic. He received his undergraduate degree from Haverford College, his medical degree from Dartmouth Medical School, completed a residency at Intermountain’s Primary Children’s Hospital, and a Masters of Medical Management at Carnegie Mellon University.

Under Dr. Harrison’s leadership, Intermountain is continuing its focus on implementing best clinical and operational practices designed to advance its mission of helping people live the healthiest lives possible.


​David W. Zaas, MD, MBA
Duke Raleigh Hospital

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Session: ​Session 1

Bio: Dr. David Zaas is Associate Professor of Medicine and the President of Duke Raleigh Hospital since July 2014. Duke Raleigh Hospital has been an important part of Duke Medicine since 1998 and a vital part of the Raleigh community since its inception as Mary Elizabeth Hospital in 1914. 

Dr. Zaas previously served as the Chief Medical Officer for the Duke Faculty Practice, the Private Diagnostic Clinic (PDC). He also served as the Vice-Chair for Clinical Practice in the Department of Medicine at Duke University. He has played a major role in advancing multiple key strategic initiatives for Duke Medicine, including care redesign, clinical integration and improving access for patients. A pulmonary and critical care medicine physician by training, Zaas also formerly served as medical director for Lung Transplantation at Duke. Dr. Zaas’s academic interest have involved both translational and clinical research focused on improving outcomes from lung transplantation including the role of infectious complications after transplant. 

Dr. Zaas is graduate of Yale University in 1994. He completed his medical degree at Northwestern University in 1998 and subsequently did his internship and residency at Johns Hopkins Hospital. He was selected as Assistant Chief of Service of the Osler Medical Service in 2002-2003. He completed his fellowship training at Duke in Pulmonary and Critical Care Medicine and then joined the Duke faculty in 2005. Dr. Zaas also completed his Master’s of Business Administration at Duke in 2008.


Christina Freese-Decker, MHA, MSIE, FACH
President & CEO 
Spectrum Health

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Session: Transforming Patient-Centric Care by Inspiring Leadership at Every Level

Bio: Tina Freese Decker is the President & Chief Executive Officer of Spectrum Health, a $6 billion, nationally recognized health system that includes a medical group, health insurance and hospitals. Tina is focused on growth, innovation and strengthening community partnerships to best address health disparities and health improvement goals across the state of Michigan. Driven by her passion and empathy to improve health and make access easier for all, she has been instrumental in restructuring Spectrum Health into the expansive integrated health system it is today.

During her 16 years serving Spectrum Health in various roles, Tina has developed a strong reputation for her forward-thinking, visionary strategies, sound business acumen, successful execution, high integrity, authenticity and collaboration. Her unique breadth and depth of experience includes leadership roles in strategy and operations across the system. Tina is resilient, agile and a focused implementer to achieve goals. She is known as a change agent who has the judgment and experience to innovate and challenge the status quo, while thoughtfully focusing the organization on high-value strategies.

Tina is known as an excellent developer of high-performing talent and teams. Her dedication to identifying, cultivating and promoting high-potential talent is evidenced in the pipeline of successful leaders throughout the organization.

Tina is an engaged member in the community, actively focused on health, wellness and education opportunities for generations to come. She currently serves on the Board of Directors of the YMCA of Greater Grand Rapids, Fifth Third Bank Western Michigan, Michigan Health and Hospital Association, Michigan State University and Spectrum Health Alliance and the Economic Club of Grand Rapids. She was formerly the Michigan and NW Ohio Regent for the American College of Healthcare Executives.

Tina is the proud recipient of Modern Healthcare’s Top 25 COOs 2018, Crain’s Detroit Business Most Notable Women in Health Care 2018, Managed Healthcare Executive 2018 Emerging Leaders, Crain’s Detroit Business 100 Most Influential Women in Michigan 2016, Grand Rapids Business Journal's 50 Most Influential Women in West Michigan 2014, 2016, 2018, and American College of Healthcare Executives Robert S. Hudgens Memorial Award for Young Healthcare Executive of the Year 2013.

She earned a Bachelor of Science in finance from Iowa State University, and graduated with a Master of Health Administration and Master of Industrial Engineering from University of Iowa. Tina resides in Grand Rapids and is a mother of two wonderful children with her husband Jay.


​Jane Englebright, PhD, RN
SVP & ​Chief Nursing Executive
HCA Healthcare

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Session: ​Session 4

Bio: Jane D. Englebright received her undergraduate degrees in nursing and education from Western Kentucky University and the University of Kentucky. Her graduate degrees in nursing are from Texas Woman's University. Dr. Englebright is Certified in Executive Nursing Practice (CENP) by the American Organization of Nurse Executives. 

Through her introductory experience with HCA in 1992 as a critical care nurse, she developed a passion for health information technology as a powerful lever for organizational change and has successfully guided the implementation of numerous technology initiatives for HCA.

Dr. Englebright became Chief Nursing Officer (CNO) of HCA's San Antonio Community Hospital in 1996. While there, she led development of the Standard Clinical Documentation Model that is the broadly used as the HCA framework for nursing documentation. She was recruited to HCA’s corporate Quality Department in 1999, where she founded the patient safety program and introduced the culture-process-technology model to guide enterprise-level interventions for transparent communication following adverse events, close call reporting, reengineering of medication management processes, and barcode verification technologies for medication and blood product administration. 

In 2007, Dr. Englebright became the first enterprise Chief Nurse Executive as part of the new Clinical Services Group. Through this role, she provides professional leadership for approximately 80,000 nurses working in HCA hospitals, ambulatory surgery centers, and other sites of care. She leads HCA Nursing Strategy that aims to advance patient outcomes and nursing practice. She has provided professional and executive championship for HCA’s “Medical-Surgical Excellence” initiative, Evidence-Based Clinical Documentation (EBCD), and “Excellence in Nursing Awards.” Dr. Englebright has championed the creation of the Nursing Data Portal, driving performance visibility and improvement to 1500 patient care departments across HCA. 

A nationally recognized nursing leader, Dr. Englebright currently serves as the At-Large Nursing Representative to The Joint Commission’s Board of Commissioners. Dr. Englebright is a Fellow of the American Academy of Nursing where she is the immediate past chair of the Expert Panel on Informatics and Technology. Dr. Englebright is broadly published in nursing, safety and quality, and is a nationally-sought speaker in these areas.


​​Vicki LoPachin, ​​​​​​​​​​​MD, MBA
Chief Medical Officer
Mount Sinai Health System

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Session: Improving Physician Engagement: Aligning Safety, Quality and the Experience of Care

Bio: Vicki LoPachin MD, MBA, is the Chief Medical Officer and Senior Vice President of The Mount Sinai Health System. In her prior role, Dr. LoPachin was the Chief Medical Officer/Senior Vice President of the Mount Sinai Hospital. Previously, Dr. LoPachin served as the Medical Director of the North Shore University Hospital. While at North Shore, she received her MBA with distinction in Health Service Management from Hofstra University. Dr. LoPachin received her MD from the State University of New York at Stony Brook, where she was a member of Alpha Omega Alpha.


Lyn Ketelsen, RN, MBA, CPXP
​VP & Chief Patient Experience Officer
HCA Healthcare

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Session: ​Session 4

Bio: Lyn Ketelsen has experienced health care in a variety of settings for over 30 years. Her clinical nursing background is Pediatrics and Neonatal Intensive Care. Lyn has also worked with Acute Care, Managed Care, Clinics, Ambulatory and ER’s. 

Lyn joined HCA 2 years ago and became the first enterprise wide corporate Patient Experience Officer. The role is to help provide strategy, tools and resources to ensure we have a pervasive and unyielding commitment to exceptional patient experience. 

Prior to joining HCA, Lyn worked for the Studer Group for 13 years. Her role as a senior leader and coach allowed the opportunity to work with hundreds of organizations to put prescriptive elements in place that drive results. During her tenure with Studer Group she co-authored the largest study ever conducted on reducing call lights which was published in AJN in September, 2006 and in conjunction with that study became the birth mother of hourly rounds. 

She was also a co-author of The Nurse Leader Handbook: The Art and Science of Nurse Leadership in 2010 and was an integral participant in the preparation of Studer Groups successful Baldrige journey that culminated in a Baldrige Award in 2010.

Most recently Lyn co-authored The HCAHPS Handbook: Tactics to Improve Quality and the Patient Experience, which was published last year. 

Lyn graduated with her MBA from the University of Iowa, and her nursing degree from Blackhawk College. She is married and has 6 grown children and 13 grandchildren.


​Thomas H. Lee, MD
Chief Medical Officer
Press Ganey

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Session: Physician Burnout, Resilience and Grit in Health Care

Bio: Dr. Thomas H. Lee joined Press Ganey as Chief Medical Officer in 2013, bringing more than three decades of experience in health care performance improvement as a practicing physician, a leader in provider organizations, researcher and health policy expert. As CMO, Tom is responsible for developing clinical and operational strategies to help providers across the nation measure and improve the patient experience, with an overarching goal of reducing the suffering of patients as they undergo care, and improving the value of that care. 

In addition to his role with Press Ganey, Tom continues to practice primary care at Brigham and Women’s Hospital in Boston. Tom received a BA from Harvard College and earned his MD/MSc from Cornell University-Medical College and Harvard.

Emily Sedgwick

​​Emily L. Sedgwick, MD
Chief Quality Officer
Baylor College of Medicine

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Bio: Dr. Emily Sedgwick is Chief Quality Officer for the Faculty Group Practice and Medical Director of Breast Imaging at Baylor College of Medicine. She graduated from UC Berkeley with a major in History. Dr. Sedgwick crossed the bay to attend medical school at UC San Francisco where she was recognized with memberships in the Alpha Omega Alpha and Gold Headed Cane Honor Societies. She completed her diagnostic radiology and breast imaging training at Harvard’s Brigham and Women’s Hospital. She was also faculty at the Brigham and Women’s Hospital. During her training, she fell in love with Dr. David Aguilar, a native Houstonian, and they decided to move with their two children in 2003 to work at the Texas Medical Center. In 2007, Dr. Sedgwick created and led a Same Day Breast Biopsy program. Her program has resulted in many awards, including Baylor Clinic Physician of the Year and Ben and Margaret Love Foundation Bobby Alford Award for Academic Clinical Professionalism. She has recently accepted a position with HCA Healthcare as Chief Medical Officer at West Houston Medical Center.


​Tracy Sklar
SVP, Quality & Patient Experience
Dignity Health

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Session: ​Session 5

Bio:Tracy Sklar is currently the Senior Vice President, Quality & Patient Experience at Dignity Health. She has dedicated her career to improving the quality of care and patient experience across large, complex healthcare enterprises.

Tracy is a highly effective leader with a well-documented record of successful clinical transformation and quality improvement projects resulting in significant improvements in patient outcomes that have led to multi-million dollar savings through safer, more patient-centered, higher quality care.

She has developed and led multiple collaborative improvement programs the results of which have been published in the Journal of Clinical Outcomes Management and highlighted in both poster presentations and break-out sessions at the Institute for Healthcare Improvement & Family Centered Care Conferences. She has been a guest speaker at a number of national conferences on the topic of Patient Experience

Tracy holds an Undergraduate Degree in Nutrition Sciences, a Master’s in Business Administration, and Masters in Nutrition Science. She is highly engaged in and committed to improving how patient care is delivered.


Review the Executive Leadership Conference agenda to get a better understanding of the event happenings, potential networking opportunities, speaking faculty and session content. The short preview will help you organize your daily agenda and travel plans.

DAY 1   |   MONDAY, NOV. 12

Registration, Preconferences & Workshops 8:00 a.m. – 12:15 p.m.
Executive Lunch 11:15 a.m. – 12:15 p.m.
Welcome Remarks & Opening Keynote 12:30 – 2:15 p.m.
CEO Panel 2:15 – 3:00 p.m.
Networking Break 3:00 – 3:30 p.m.
From the Boardroom to the Bedside and Back:
Reflections on My Patient Journey
3:45 – 4:30 p.m.
Break 4:​30 – 4:45 p.m.
Improving Physician Engagement: Aligning Safety,
Quality and the Experience of Care
4:45 – 5:30 p.m.
Welcome Reception 6:00 – 7:15 p.m.

DAY ​2   |   ​TUESDAY, NOV. ​13

Executive Breakfast 7:30 – 8:30 a.m.
Day 2 Remarks & Plenary Session: Safety Leadership Panel 8:30 – 9:45 a.m.
Networking & Innovation Break 9:45 – 10:15 a.m.
​Every Moment Matters: Transforming Experience
Through Culture & Innovation
10:15 – 11:15 a.m.
Break 11:15 – 11:​30 a.m.
Partners in Excellence: Redefining Your Patient
Experience Strategy with Nursing Leadership
11:30 a.m. – 12:30 p.m.
Executive Lunch 12:30 – 1:30 p.m.
Delivering on the Promise of Humankindness 1:30 – 2:30 p.m.
Networking & Innovation Break 2:30 – 3:00 p.m.
Cultivating Resilience: A Strategic Discussion on Reducing Clinician Burnout 3:00 – 4:00 p.m.
Break 4:00 – 4:15 p.m.
Cultivating "Systemness" to Build and Sustain Transformational Change 4:15 – 5:15 p.m.
Shuttle Bus Departures 7:00 p.m.
The Celebration 7:30 – 1​1:​00 p.m.

DAY ​​3   |   ​​WEDNESDAY, NOV. ​14   |   ​ELC Participants May Attend NCC Sessions



Designed specifically for C-Suite leaders, these sessions provide insight into critical issues and best practices for leading health care organizations toward optimal, patient-centered care as well as operational and financial success. Click a session title to expand the description. 

DAY 1 | NOV. ​12

3:45 - 4:30 P.M.

From the Boardroom to the Bedside and Back: Reflections ​on My Patient Journey

David W. Zaas, MD, MBA, President, Duke Raleigh Hospital

For hospital executives, stories of patient triumph or tragedy can serve as stark reminders of the commitment we all have made to achieving excellence in health care. So what happens when the executive becomes the patient? During this session, Duke Raleigh Hospital’s President Dr. David Zaas will recount his personal healthcare journey as he battled back from a complex cancer diagnosis. Dr. Zaas will reflect on the many insights gained as a patient, including the critical role that individuals across the entire healthcare workforce play in delivering truly patient- and family-centered care.

4:45 – 5:30 p.m.

Improving Physician Engagement: Aligning Safety, Quality and the Experience of Care

Vicki LoPachin, ​​​​​​​​​​​MD, MBA, Chief Medical Officer, Mount Sinai Health System

The alignment of safety, quality, experience and engagement became a strategic priority at Mount Sinai Health System (MSHS) in January of 2017 under the leadership of Dr. Vicki LoPachin, system Chief Medical Officer. During this session, Dr. LoPachin will address the organization's efforts to enhance overall health system culture by integrating existing processes and leveraging data to better understand and align improvement efforts. Dr. LoPachin will also discuss the critical role that physicians play in culture transformation and provide insight into their strategy for closing the gap on physician engagement.

DAY 2 | NOV. ​​13

10:15 – 11:15 a.m.

Every Moment Matters: Transforming Experience Through Culture & Innovation

Michael J. Dowling, Chief Executive Officer, Northwell Health

Today’s healthcare landscape is incredibly complex and constantly changing.  We live in a world of consumerism where patients, families and customers expect choice and have the power of loyalty.  With a rapidly growing focus on providing exceptional service and delivering the highest quality care, we began leveraging key learning and best practices from outside organizations in the hospitality space.  From educating and reigniting our staff to their purpose in healthcare, to establishing the correlation of safety, quality and engagement to experience, stepping into the untapped possibilities of the digital experience, and shifting food from a liability to an asset – Northwell has been a true leader and trailblazer in the area of experience.  As an organization grounded in C.A.R.E. (connectedness, awareness, respect and empathy), our narrative is one of perseverance, innovation and collaboration.  In healthcare, every moment counts – and together at Northwell Health we know success means making every role, every person and every moment truly matter. Northwell Health is a large, integrated organization comprised of 63,000+ caregivers, 23 hospitals and 650+ physician practices, spanning geographically across New York State.

11:30 a.m. – 12:30 p.m.

Partners in Excellence: Redefining Your Patient Experience Strategy with Nursing Leadership

Lyn Ketelsen, MBA, RN, CPXP, Vice President & Chief Patient Experience Officer, HCA Healthcare
Jane D. Englebright, PhD, RN, CENP, FAAN, Senior Vice President & Chief Nursing Executive, HCA Healthcare

In this session, HCA’s Chief Patient Experience Officer Lyn Ketelsen, and Chief Nursing Executive Dr. Jane Englebright will share their approach to designing and implementing a patient experience strategy that successfully integrates nursing leaders and frontline caregivers. Learn how cross-departmental collaboration can be the catalyst to transforming care and help to advance your mission to improving both the patient and caregiver experience. 

​1:30 – 2:30 p.m.

Delivering on the Promise of Humankindness

Tracy Sklar, Senior Vice President of Quality & Patient Experience, Dignity Health

​In this session, Dignity Health’s Senior Vice President of Quality & Patient Experience, Tracy Sklar will provide insight into the evolution and impact of the organization’s promise of Hello Humankindness. Hear how Dignity Health leverages their mission and values, along with experience principles to make the brand promise a reality and advance improvements in safety, quality, employee engagement and patient experience.

​3:00 – 4:00 p.m.

Cultivating Resilience: A Strategic Discussion on Reducing Clinician Burnout

Thomas H. Lee, MD, Chief Medical Officer, Press Ganey
Emily L. Sedgwick, MD, Chief Quality Officer, Baylor College of Medicine

​There is no silver 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. Tom Lee will share finds from Press Ganey’s recent research around burnout and resilience, as well as insights into trends impacting the industry. Dr. Lee will also engage Dr. Emily Sedgwick, Chief Quality Officer of Baylor College of Medicine in an interactive discussion around the antidote to burnout and strategies Dr. Sedgwick has deployed at her organization to foster activation and resilience.

​4:15 – 5:15 p.m.

Cultivating “Systemness” to Lead Transformational Change

Christina Freese-Decker, MHA, MSIE, FACHE, President & CEO, Spectrum Health

Spectrum Health is an organization in the midst of a transformation that will frame the future of care delivery, moving from destination health care to a personalized approach that is more consumer centric. In this session, Spectrum Health’s President & CEO, Christina Freese Decker will share insights for cultivating “systemness”, a cultural and structural integration that serves as the cornerstone for Spectrum’s high reliability. Ms. Freese Decker will also address the opportunities and leadership lessons for health care ​executives who have set a strategic priority to deliver on the promise of safe, high quality, patient-centered care.