Summit Agenda

 DAY 1   |   Thursday, Sept. 26

Breakfast & Registration 7:00 – 8:00 a.m.
Welcome Remarks 8:00 – 8:15 a.m.
Keynote Address: On the Road to
Exceptional Patient Experience
8:15 – 9:00 a.m.
Understanding Consumerism in
Outpatient Settings
9:00 – 9:45 a.m.
Networking Break 9:45 – 10:15 a.m.
Empowering the Front Line 10:15 – 11:00 a.m.
Break 11:​00 – 11:15 a.m.
Leading Transformational Change
Part I
11:​15 a.m. – Noon
Leading Transformational Change
Part II
​Noon – 12:45 p.m. 
Networking Lunch 12:​45 – 1:​45 p.m.
Roundtable Discussions 1:​45 – 3:00 p.m.
Break 3:00 – 3:15 p.m.
Roundtable Discussions
3:15 – 4:30 p.m.
Networking Reception 5:30 – 8:00 p.m.

 DAY ​2   |   Friday, Sept. 27

Breakfast 7:00 – 8:00 a.m.
Building a Data-driven Strategy to
Measure and Sustain Loyalty
8:00 – 9:00 a.m.
Putting the Patient at the Center:
Lessons Learned from the Other Side
9:00 – 9:45 a.m.
Break 9:​45 – 10:00 a.m.
Panel: Emerging Innovators
in Patient Experience
10:00 – 11:​30 a.m.
Closing Remarks 11:30 a.m. – ​Noon


Day 1  |  ​Sept. 2​6

8:15 – 9:00 a.m.​  |  Keynote Address: On the Road to Exceptional Patient Experience

Steven Strongwater, MD, President & CEO, Atrius Health

Atrius Health is the largest not for profit independent physician-led healthcare organization in the Northeast, with 31 medical practices, 715 physicians, and more than 745,000 adult and pediatric patients served. Atrius has a long history of operating as a model for accountable care organizations (ACOs) with full responsibility for cost and quality of care. Despite a continuously consolidating local health care market they remain independent. In his keynote address, Dr. Steve Strongwater, CEO of Atrius Health, will address the organization’s efforts to deliver high-quality, patient and family-centered care in a value-based world. Dr. Strongwater will provide insight into how Atrius remains committed to improving the patient experience, including their partnership with Blue Cross Blue Shield of Massachusetts, to address issues related to access, prevention, and care coordination.

9:00 – 9:45 a.m.​  Understanding Consumerism in Outpatient Settings

​Patricia Rosello, ​Chief Executive Officer, ​Baptist Hospital of Miami
Nancy Batista-Rodriguez, MHSA, Chief Executive Officer, Baptist Outpatient Services

“Everyone who comes into your facility starts out as a customer. They become a patient once they choose you to care for them”. This is viewpoint that the top leaders at Baptist Health South Florida are embedding in their organizational culture to better meet patient expectations, provide exceptional care, and ultimately achieve outpatient growth. In this session, Patricia Rosello, chief executive officer of Baptist Hospital of Miami and Nancy Batista-Rodriguez, chief executive officer of Baptist Outpatient Services will share their organization’s outpatient journey and the steps that have been taken across the organization to align modern customer conveniences with an unwavering commitment to delivering high-quality, empathetic care.

1​0:15 – 11:​00 a.m.  |  Empowering the Front Line

​Ghazala Sharieff, MD, MBA, ​Corporate Vice President & Chief Experience Officer, Scripps Health

“Would you want you taking care of you?” According to physician leader and Chief Experience Officer at Scripps Health, Dr. Ghazala Sharieff, that is one of the most illuminating questions you can ask your staff when determining the culture of your organization. In this session, Dr. Sharieff will describe how leadership has worked with caregivers across the organization to model their behaviors so that the answer to that question is always “Yes.” She will also offer an in-depth look at Scripps Health’s “One Thing Different” campaign, which empowers clinical and non-clinical staff on the front line to personally choose one thing that they can do differently to improve the care they deliver and ultimately improve the culture of their organization.

1​1:​15 a.m. – ​Noon​  |  Leading Transformational Change - Part I

David Hall, Executive Vice President, The University of Tennessee Medical Center
Becky Thompson,
Vice President, Marketing & Planning, The University of Tennessee Medical Center

To keep pace with downward cost pressure, increasing regulation, and other disruptive forces in the industry, health care systems are being challenged to raise the performance bar across safety, quality, patient experience, and workforce engagement. In this two-part session, leaders from top-performing organizations will share proven approaches to organizing teams and processes to leverage interdependencies across these functional areas and actionable insights into their own journeys. Learn how leaders at The University of Tennessee Medical Center applied process improvement methodology to their patient experience strategy to accelerate transformation at their organization.  By hearing about their challenges and successes along the way, attendees will gain actionable insights for translating strategy into action to improve the delivery of care.

​Noon – 12:​45 p.m.​  |  Leading Transformational Change - Part II

Shannon Phillips, MD, MPH, FAAP, SFHM, CPPS, Chief Patient Experience Officer, Intermountain Healthcare

To keep pace with downward cost pressure, increasing regulation, and other disruptive forces in the industry, health care systems are being challenged to raise the performance bar across safety, quality, patient experience, and workforce engagement. In this two-part session, leaders from top-performing organizations will share proven approaches to organizing teams and processes to leverage interdependencies across these functional areas and actionable insights into their own transformational journeys. By hearing about their challenges and successes along the way, attendees will learn how they can translate strategy into action to achieve transformational change at their own organizations. 

1:​45 – 3:​00 p.m.​  |  ROUNDTABLE: Hardwiring Service Behaviors to Bridge the Gap

Jonathan Sachs, MBA, Vice President, Patient Experience, Adventist HealthCare

For Adventist HealthCare, the attitude and behavior of their workforce is as integral to the mission as the safety and quality of care they provide.  In this session, Adventist’s Vice President of Patient Experience, Jonathan Sachs, will share how his passion for customer service led him to establish an enterprisewide framework around the interdependencies of safety, quality, caregiver attitude and behaviors, and patient experience built on a foundation of service excellence. Attendees will learn strategies for developing and sustaining transformational improvement across their workforces to better-deliver patient-centered care and improve outcomes.

1:​45 – 3:​00 p.m.​  |  ROUNDTABLE: Advancing Your Patient Experience Strategy in the Medical Practice

Chrissy Daniels, MS, Partner, Medical Practice Solutions, Press Ganey

Join this interactive roundtable discussion to explore ways in which executives from medical practice and outpatient care settings can optimize the delivery of patient-centered care. Led by Press Ganey’s medical practice expert Chrissy Daniels, this session will explore the unique demands of an outpatient care setting and provide strategic and tactical approaches for driving targeted improvements in patient experience, physician engagement, and patient access.

1:​45 – 3:​00 p.m.​  |  ROUNDTABLE: Aligning Patient Experience with Caregiver Engagement

Redge Hanna, Corporate Director, Service Performance, Emory Healthcare

Today’s health care leaders know that patient experience and employee engagement are connected, but lack the data-driven insights to effectively act on this interconnectivity. After developing a successful data strategy around patient perceptions of care, Emory Healthcare’s Corporate Director of Service Performance, Redge Hanna, evolved his work to incorporate measurements around employee engagement to better analyze and understand this connection. In this session, Redge will share how he structured reports, cadence, and heat maps for meaningful integration of employee and patient perception. Attendees will learn how they can reframe their data strategy to gain deeper insights for driving improvement in both domains and delivering exceptional care.

3:​15 – 4:30 p.m.​​  |  ROUNDTABLE: Achieving Clinical Excellence through an Engaged Workforce

Kerri Scanlon, RN, Deputy Chief Nursing Officer, Northwell Health; Associate Executive Director, Patient Care Services & Chief Nursing Officer, North Shore University Hospital

Today’s healthcare leaders recognize the interdependencies of workforce engagement, patient experience, and clinical quality, but may be asking themselves what specific strategies they can implement to effectively foster this engagement. In this interactive roundtable discussion, Northwell Health’s Deputy Chief Nursing Officer, Kerri Scanlon, RN, will share the programs and initiatives she has led across the organization of over 6,000 employees to strengthen the culture and support each staff member’s journey of continuous learning. Attendees will explore practical approaches and strategic partnerships for increasing caregiver engagement and improving clinical outcomes at their organizations.

3:​15 – 4:30 p.m.​  |  ROUNDTABLE: Leader Dyads Advance the Patient Experience

Eugene A. Scioscia Jr., MD, Chief Experience Officer, Allegheny Health Network
Jennifer Certo, Senior Vice President, Patient Experience, Allegheny Health Network

When leaders at Allegheny Health Network were considering ways to transform care delivery across the system, they set their sights on a dyad model to enable the teamwork and alignment needed for success. In this session, Dr. Eugene Scioscia, Allegheny Health Network’s chief experience officer and former medical staff president, and Jennifer Certo, senior vice president of patient experience, will share how they have established and nurtured a successful partnership in developing and implementing strategies to improve the patient experience. Through this team-based approach, they are able to leverage each other’s clinical and business expertise to improve physician engagement and ultimately create an exceptional customer experience across the organization.

3:​15 – 4:30 p.m.​  |  ROUNDTABLE: Cultivating Systemness to Deliver Safe, High-Quality Care

​Leslie Jurecko, MD, MBA, ​Senior Vice President, Quality, Safety, and Experience, Spectrum Health
Amy Anyangu, RN, Director, Safety and Experience, Spectrum Health

As the industry evolves, it is critical for continually growing hospitals and health systems to reliably provide safe, high-quality, patient-centered care. In this session, Dr. Leslie Jurecko, Senior Vice President of Quality, Safety, and Experience and Amy Anyangu, Director of Safety and Experience at Spectrum Health will share proven approaches for cultivating “systemness” to consistently deliver on the patient promise as well as strategies for integrating safety, quality, and patient experience initiatives to advance their journey to Zero Harm. Attendees will learn how Spectrum has successfully structured its organization to support the alignment of safety and patient experience and how they continue to improve through meaningful goal setting across care domains.

Day 2  |  Sept. 2​7

8:​00 – 9:00 a.m.​  |  Building a Data-driven Strategy to Measure and Sustain Loyalty

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

As hospitals and health care systems compete against each other and industry disruptors for market share, health care leaders are being challenged to take a data-driven approach to attracting and retaining patients. In this session, Press Ganey’s senior vice president of Research & Analytics, Deirdre Mylod, will discuss the most critical issues to consider related to patient loyalty including methods of measurement, identification of key drivers and cross-domain drivers, as well as integration of strategies for enhancing both patient and clinician loyalty.

9:00 – 9:45 a.m.​  |  Putting the Patient at the Center: Lessons Learned from the Other Side

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

For years, medicine has focused on improving the patient experience and disrupting our traditional delivery system. Only through the perspective of our patients and families can we really understand how to deliver patient-centered care. In this session Dr. David Zaas, president of Duke Raleigh Hospital, will share how he leveraged his own personal experiences as a physician, leader, and patient to help create a new perspective for enabling caregivers to deliver exceptional care to patients and families.

10:00 – 11:30 a.m.​  |  ​Panel Discussion: Emerging Innovators in Patient Experience

Jennifer Dynia, MBA, Director, Patient Experience, Advocate Aurora Health
Mendy Goonan, MBA, CPXP, Director, Patient Experience, Norton Medical Group
Nathan Cunningham, MPH, Manager, Patient Experience, Department of Patient Centered Services, Virginia Commonwealth University Health System

This all-new panel discussion features emerging industry leaders who are revolutionizing the patient experience. Through the use of new technology and redesign of existing practices, these change makers have each taken a unique approach to measurably improving the delivery of care at their organization.  Panelists will provide a brief overview of a project and/or i


"I have attended every PX Summit over the last four years. The topics are always timely and the opportunities to network with like minded colleagues from across the country are tremendous. I am able to take back not only valuable insights, but wonderful connections with new friends and trend leaders." 

-201​8 Attendee

"It is always valuable to hear from leaders that are facing the same challenges and barriers we are… and how they are responding to them." 

-201​8 Attendee