ICD announces our partnership with the American Medical Women’s Association on the upcoming Women in Healthcare World Congress. Learn more.
ICD Health Logo

September 16-18, 2024 |  Boston, MA.

8th Annual Patient Experience Symposium

September 16-18, 2024 |  Boston, MA.

Nurturing Progress: Planting the Seeds of Change for Patient Experience

Cultivating People, Processes and Technology to Evolve Healthcare for All

Save $300 with early bird rates through July 19, 2024.

Proven & Innovative Strategies for Human-Centric Healthcare

Designed to connect, exchange, inspire, educate, and empower healthcare professionals to enact meaningful change within their organizations.

Top 5 Reasons to Attend

Communication and Trust: Cultivate empathy and strengthen communication skills to build trust, rapport, and meaningful connections among patients, families, and healthcare teams
Equity and Inclusion: Promote health equity and inclusion to enable access, enhance outcomes, and uphold the dignity and rights of all persons in the healthcare ecosystem
Team Well-being and Engagement: Prioritize staff and clinician well-being while nurturing team behaviors around communication and coordination to enhance patient experience
Technology and Innovation: Harness the power of technology and innovation to streamline processes, improve access to care, and enhance the overall patient experience
Value-Based Care and Measurement: Define and measure “value” by focusing on the health and experience outcomes that matter most to patients, while optimizing clinical outcomes, reducing errors, managing costs, and fostering a culture of safety and excellence


September 16, 2024
9:15 am - 9:45 am
Leading transformation: Reshaping Healthcare through Artificial Intelligence

John Halamka, M.D., M.S., President, Mayo Clinic Platform

Platform operating models and AI are transforming our healthcare system. Powered by large, de-identified data sets, platforms are solving some of healthcare’s most intractable problems, improving care delivery experiences for both patients and staff, and democratizing access to care and knowledge. In this session, Dr. Halamka will describe the current state of AI in healthcare and how leaders and their teams must navigate volatility, uncertainty, complexity, and ambiguity to seize the unique opportunities that digital transformation presents.

  • Name five characteristics of the digital health care system of 2030
  • Enumerate four examples of how platform approaches will improve health care experiences for both patients and providers
  • Describe three leadership attributes that foster high-functioning teams
9:45 am - 10:30 am
Proven Premise: Healthy + Engaged Staff = Better Patient Experience

Jeremy Segall, MA, RDT, LCAT, FPCC, System Chief Wellness Officer and Komal Lodaria, MA, FPCC Senior Director, Care Experience, NYC Health + Hospitals

The burden and impact of prioritizing engagement and wellness of the workforce are twofold; balancing the ability to care for and needing to be cared for means that when our employees feel supported our patients receive high-quality and safe care. Learn how to adopt an improvement framework to operationalize wellness, employee engagement, and patient experience using unit-level data.

  • Leverage employee wellness and engagement as vehicles to enhance patient experience
  • Design your own human experience (HX) improvement tools
  • Apply the tools, resources, and best practices across the domains of well-being, resilience, safety culture, engagement, diversity, and patient experience to verify the premise of the human experience
10:30 am - 11:00 am
“Drum it Out” Putting Purpose to Pain

Josh Robinson, Drummer

Award-winning presenter and percussionist Josh Robinson will deliver an exhilarating, unifying, and interactive presentation called “Drum in, Drum out.” Josh will share some of his personal wayfinding story of how music helped him navigate trauma and loss, and ultimately find his purpose on the planet helping others. Josh will share and demonstrate how he uses drumming in the health space and in the world to build authentic connections, explore improvisation in real-time, increase empathy and communication, and improve both self and group awareness necessary in teamwork and everyone’s role and value in a community setting.

  • Discover team and community building through rhythm
  • Understand how drumming is a tool for stress reduction and wellness
  • Improve improvisation “muscles”
  • Cultivate joy through a shared rhythm
11:00 am - 11:30 am
Facilitated Roundtable Discussions

Laura Cooley, PhD, Editor-in-Chief, The Journal of Patient Experience

As a unique element of the symposium, delegates will engage in interactive roundtable discussions in response to the opening session. A “PX Host” will guide each roundtable group to enable meaningful exchanges. Attendees will form connections, exchange ideas, and share goals for attending the symposium.

11:30 am - 12:45 pm
Empowering Healthcare Access for People with Disabilities: Bridging Gaps and Breaking Barriers

Dr. Susan Solman, Associate Professor, FIU College of Medicine Physician Assistant Program

In the US, 26% identify as disabled, yet they often face hurdles in accessing quality healthcare. Despite calls for integrating disability education into medical practice, many institutions lag. This session sheds light on these challenges, featuring a speaker sharing her healthcare journey. Attendees will gain insights and tools to drive change within their organizations,aiming to improve patient experiences and outcomes for people with disabilities.

  • Gain awareness of the systemic barriers and disparities faced by people with disabilities in accessing quality healthcare
  • Identify strategies to integrate disability education into healthcare practice and address gaps in accessibility within healthcare organizations
  • Develop skills and tools to advocate for and provide more inclusive and accessible care for patients with disabilities within their respective healthcare settings
Laying the Foundation to Enhance the Patient’s Experience in Primary Care: Stories from Mass General Hospital

Susan Edgman-Levitan, Executive Director John D. Stoeckle Center for Primary Care Innovation Massachusetts General Hospital

This presentation will focus on laying the foundation to measure and improve the patient’s care experience in a primary care practice or group of practices. Susan will describe the use of patient experience data to identify safety issues in primary care and how to address these with clinicians and staff. She will briefly discuss establishing a Patient/Family Advisory Council for a primary care practice or group of practices. Susan will share how this work is structured in the MGH Division of General Internal Medicine (DGIM), including how the Division established and manages the following activities:

  • Monitoring the patient experience survey data and comments for each practice;
  • Sharing performance reports, including survey summaries and patient comments, with each practice’s leadership team including, the medical director, administrative and nurse managers on a weekly to monthly basis.
  • Review of patient comments to identify issues related to service, access to primary and specialty care, and other important safety issues;
  • Establishing a multi-disciplinary Patient Experience Improvement Committee that meets monthly to review activities and share best practices;
  • Establishing a Patient Advisory Council that advises on important topics for patients and practice improvement and redesign activities;
  • Supporting clinician questions and concerns about public reporting of their individual data.
  • Offering clinician coaching and other trainings for all staff to address improvement needs identified with our patient experience survey and comment data
Just Work—How to Design Fair and Equitable Workplaces

DeAnna Minus-VIncent and Tracy Parris-Benjamin ,Managing Partners, The Outcomes Architect,

Have you ever felt unseen or unheard in the workplace? Does lack of work/life balance affect how you show up at work? If employees struggle, organizations struggle, thus affecting your patients and your bottom line. Discover ways to increase retention, improve efficiency and create fair and equitable workplaces.

  • Understand the basics of health equity and its impact on the workplace
  • Describe how current health equity efforts can be viewed as a business imperative, for both internal and external customers
  • Describe ways in which current data collections practices can be improved to be more effective
  • Determine low-cost ways that increased equity can be incorporated into practice across an organization
Impact of Physician Leadership Style on Internal and External Outcomes – and How to Influence

Alison Soileau, PhD, FACHE, System Vice President, Patient Experience & Service Excellence, Ochsner Health Nigel Girgrah MD PhD, Chief Wellness Officer, Ochsner Health System; Medical Director, Liver Transplantation, Ochsner Medical Center

The Wellness-Centered Leadership (WCL) framework is a leadership style just for physicians. The explanatory power of WCL is directly linked to well-being and leadership with Shanafelt et al.’s (2021) research of over 70 years of leadership philosophies documented in their original WCL article. We have been testing physician leader WCL training and the impact on outcomes in our health system, including on patient experience. We have adjusted our model throughout the past year+, and we are excited to share our latest results.

  • Clarify the current state of burnout and well-being in physicians and the impact of physician leader behaviors on direct report outcomes
  • Define Wellness-Centered Leadership (WCL), which is a style created specifically for physicians, including the history and research built into the style
  • Identify specific impacts – outcomes – of utilizing the recommended WCL behaviors for the physician leader and their team
Measured Equity: Working Together to Measure and Reduce Racial and Ethnic Disparities in Patient Experiences of Care

Barbra G. Rabson, MPH, President and CEO of Massachusetts Health Quality Partners (MHQP)

Measures of patient experiences reveal structural disparities in healthcare encounters for patients of color, highlighting unequal treatment, biased interactions, and the enduring impact of racism on patient care. A deep understanding of how patients experience health care enables us to identify the best pathways for addressing disparities across all health outcomes.  MHQP, an independent coalition of key stakeholder groups that has been working for over 20 years to improve the quality of patient care experiences in Massachusetts, has launched a statewide Measured Equity initiative.  Barbra Rabson will share statewide survey results of racial and ethnic disparities in patient experiences and patient comments and how we are using these results to both drive improvements and to monitor effectiveness of health equity efforts.

  • Learn why measuring patient experience is vital for advancing health equity
  • Understand how patient narratives can drive improvement efforts
  • Learn how MHQP is planning to compare racial and ethnic disparities in patient experiences across organizations
Hope for Henry: Transforming Pediatric Care with Compassion and Innovation

Laurie Strongin, Founder & CEO, Hope for Henry Foundation

Discover the incredible story of a mother who fought tirelessly to save her son from a rare genetic disease. Spending countless nights in hospitals, Laurie realized the unmet emotional needs of young patients and their families. In response, she revolutionized pediatric care by introducing innovative programs that educate, reduce stress, and improve medical plan adherence. Brace yourself for an emotional rollercoaster; prepare to be inspired as Laurie’s unwavering commitment unveils a world where love, understanding, and innovation combine to create an environment where children can heal physically and emotionally. Her story will ignite a fire within you, sparking your desire to make a difference and bring hope to those in need.

  • Learn how empathy, resilience, and personal experiences can transform patient experiences, cultivating compassionate healthcare settings
  • Apply award-winning leadership principles to elevate patient care standards, fostering excellence in healthcare leadership
  • Explore advocacy on ethical medical issues to guide strategic integration of ethics into hospital frameworks
Enhancing Inclusion in Patient Experience Measurement

Corey Adams, Clinical Researcher, Australian Institute of Health Innovation (Macquarie University) Sydney, Australia.

System-level patient experience measures are essential tools for evaluating healthcare quality across services, yet they frequently fail to address the needs of culturally and linguistically diverse (CALD) communities and individuals with disabilities. Our research indicates that while Patient Reported Experience Measures (PREMs) are increasingly employed to solicit feedback for health service planning and enhancement, their traditional formats often exclude individuals with intellectual disabilities.

This presentation will explore review findings that assess the suitability and applicability of patient experience measures for people with disabilities and those from CALD communities. We will highlight the critical role of incorporating individuals with lived experience into the design and evaluation of Patient Reported Experience Measures (PREMs) to achieve genuine inclusivity. The presentation will include discussion about the “Listen to Me” initiative, which employs co-design principles to create a tailored PREM for individuals with intellectual disabilities, thereby enhancing the inclusivity of patient experience measurement.

  • Explore the experiences and feedback of patients from ethnic minority backgrounds regarding healthcare services
  • Evaluate the current patient experience measurement approaches for inclusivity, highlighting specific limitations faced by people with disabilities and those from ethnic minority backgrounds
  • Propose strategies for developing more inclusive patient experience measures and use these insights to guide healthcare improvements
Delivering a Sustainable Acute Care Patient Experience Strategy in a Large, Complex Health System

Sasha Perez-Loor, MSHSA, PMP, CPXP, CCMP, Director, Experience Sustainment and Improvement, AdventHealth Julie Rish, PhD, Vice President of Consumer Experience, AdventHealth

In this session, you will learn AdventHealth’s framework for implementing an improvement and sustainment patient experience strategy across a 52-hospital system spanning nine states. Getting back to basics was essential. A strategy will be shared to get there including the tools and the mechanisms utilized to foster collaboration and a learning culture. Presenters will also share their progress to standardizing how they define and deliver an exceptional and consistent experience across settings. This comprehensive approach may serve as a blueprint for healthcare institutions seeking to elevate patient experience and foster organizational excellence.

  • Describe an approach to drive system-wide patient experience strategy in a large, complex health system
  • Identify key strategies for building a culture of collaboration and learning
  • Define key partnerships and corresponding roles in driving evidence-based practices
2:50 pm - 3:20 pm
Networking Break in Sponsor Showcase

Sponsorship Opportunity

Examining the Evolution from Patient Satisfaction to Human Experience

Thomas Howell, MD, Medical Director for Patient Experience, Mayo Clinic Health System

Emerging from the patient advocacy movement in the 1970s and driven by the Centers for Medicare & Medicaid Services (CMS), along with influential publications like “To Err is Human” and “Crossing the Quality Chasm,” patient satisfaction has become a cornerstone of healthcare organizations. Integrating the principles of the Triple Aim, and now the Quadruple Aim, into operational plans is nearly ubiquitous. The COVID-19 pandemic has significantly impacted these efforts, propelling some functions forward while obstructing others. As we advance toward a more holistic view of healthcare, aiming to humanize the experience for all, it may be time to reassess our traditional patient experience structures.

  • Explain the broad history of the Patient Experience movement
  • Identify and discuss two common misconceptions about the relationship between provider and patient experience
  • Critique the current structure of patient experience departments


Leading Patient Experience in Ambulatory Care

Annie Ideker, MD, Associate Sr Medical Director for Physician and Clinician Experience, Health Partners

Learn how one organization drives patient experience results by empowering local leaders to mentor, coach and manage patient experience performance.

  • Understand effective strategies for sharing patient experience data
  • Learn techniques for building strong patient experience culture
  • Identify factors that may be affecting clinician performance and adjust support to meet specific clinician needs
Beyond the Walls of Patient Experience
Panel Dicussion

Zeev Neuwirth, Author, Beyond the Walls; Kevan Mabbutt - Chief Marketing, Consumer, and Experience Officer, Advocate Health; Joseph Machicote - Chief Diversity Officer, Premier

Join an enlightening discussion with Chief Experience/Chief Customer Officers who are reshaping patient experience in radically different ways – and for good reason – they come from outside of healthcare – from world-class, customer-obsessed organizations like Disney. Dr. Neuwirth, renowned healthcare executive, author & podcast host, will lead an example-filled dialogue on how these divergent consumer-oriented leaders are thinking; and how they’re catalyzing immediate solutions as well as long-term changes.

Dr. Neuwirth will lead a discussion on how their divergent backgrounds and learnings are bringing novel solutions to bear in their respective healthcare systems. This panel will also discuss some current challenges in employee/patient/consumer experience; the impact of health disparities on patient experience; and the use of digital technologies.  Conference delegates will come away with an understanding of how to deploy immediate real-time, local changes as well as longer-term foundational changes in patient experience.

  • Discover some of the critical challenges senior executives face in employee/patient/healthcare consumer experience
  • Explore divergent perspectives on the patient/consumer experience, with a focus on practical front-line approaches and longer-term enterprise-wide change
  • Understand how state-of-the-art digital technologies are being utilized to advance the healthcare consumer experience
Patient Narratives as a Catalyst for Reducing Staff Burnout in Ambulatory Care

Ingrid Nembhard, PhD, MS, Fishman Family President’s Distinguished Professor, The Wharton School, University of Pennsylvania

Many in the healthcare workforce are burning out and becoming dissatisfied with their jobs, which was true even before COVID-19 exacerbated demands on workers. Our research assesses the role that feedback from patients about their care experiences in their own words (termed “patient narratives”) plays in the well-being of healthcare personnel who care for them. Our hypothesis – building from organizational theory that links worker experience to customer experience and vice versa – was that frequent and useful feedback from patients in their own words is associated with reduced burnout and increased job satisfaction, which would suggest the importance of providing such feedback to personnel as an intervention. This session will show the test of our hypothesis using survey data from clinical and administrative staff affiliated with 22 ambulatory care practices associated with NewYork-Presbyterian. In this setting, we found support for our hypothesis and that providing healthcare professionals with patient narratives was associated with increased job satisfaction because this feedback provides positive reinforcement of professionals’ efforts (an emotional resource), greater confidence in knowledge of patients and practice (a knowledge resource), and guidance for taking part in patient-inspired behavior change (meaningful action). This presentation concludes with the implications of these findings for health policy and practice.

  • Summarize research findings about the information provided by patient narratives
  • Report on the association between patient narratives and workforce well-being in the context of ambulatory care
  • Explain pathways by which patient narratives and well-being are related
5:00 pm

Opening Night Reception

Sponsorship Opportunity
Contact info@icdevents.com

Graphic Recording for this event is being sponsored by ImageThink.

You have big ideas. ImageThink turns those ideas into pictures, and those pictures into action.

As a pioneer of visual strategy, ImageThink leverages tools like graphic recording, design thinking, and its unique social listening mural to create memorable, interactive, and engaging events and meetings.

September 17, 2024
9:20 am - 10:05 am
From Venerable to Vulnerable: how Patient Experience is reshaping the American Hospital

Kedar Mate, MD, President and CEO, Institute for Healthcare Improvement

Health care in America is changing rapidly with technology, new medications, and new expectations altering the landscape.  The experience of patients ought to guide this transformation fundamentally.  This keynote will forecast some of those expected changes and describe how patients and families can help shape that future.

  • Learn about some expected future directions in US healthcare
  • Understand how patient experience is already impacting those directions
  • Understand how patients, families and communities can further transform healthcare

10:05 am - 10:50 am
Delivering on What Matters Most: You Make A Difference

Tommy Whitelaw, National Lead Person Centred Voices Health and Social Care Alliance Scotland

Presented by the National Lead of Person-Centred Voices at “The Alliance” of Scotland, this session emphasizes the impact we have in our work with clients, patients, care, and families. Using a person-centred framework, it underscores the principles of “What Matters to You?”, Intelligent Kindness, self-care, and active listening.

Tommy Whitelaw, drawing from his extensive experience as a family caregiver, encourages reflection on how we can make our workplaces and systems more compassionate.

  • Practice an appreciative approach with questions such as “What works well?” and “What can we do differently in the future?”
  • Share learning from published case studies from across Scotland to gain a global perspective.
  • Explore opportunities to celebrate the immense contributions of unpaid family caregivers, healthcare staff, and clinicians.

10:50 am - 11:20 am
11:20 am - 12:05 pm
Investing in the Bottom Line: The Value Case for Improving Human Experience in Healthcare

Panel Discussion

Stacy Palmer, CPXP, Senior Vice President & COO, The Beryl Institute, Brian Carlson, VP of Patient Experience, Vanderbilt University Medical Center; Jennifer Carron, Patient Experience Officer, BJC HealthCare ; Martie Carnie, Senior Patient Experience Advisor, MGB; Brigham and Women's Hosptial

Investment in human experience is imperative for healthcare organizations. It is a strategic focus that can lead to great benefits. Those that overlook experience, seeing it as “simply” about satisfaction or survey data, do so at great cost to their organization, team members, and most importantly those we serve – patients. In this session, panelists will share a model for the value of investment in human experience as a practical bottom-line issue for healthcare leaders.

  • Understand the context of human experience, what it is, and why it matters
  • Identify six points of focus for leaders committed to experiencing excellence
  • Learn the four value streams and integrated impact of a commitment to and investment in human experience

12:05 pm - 12:30 pm
Facilitated Roundtable Discussions

Laura Cooley, PhD, Editor-in-Chief, The Journal of Patient Experience

As a unique element of the symposium, delegates will engage in interactive roundtable discussions in response to the opening session. A “PX Host” will guide each roundtable group to enable meaningful exchanges. Attendees will form connections, exchange ideas, and share goals for attending the symposium.

12:30 pm - 2:00 pm


Sponsorship Opportunity
Contact info@icdevents.com

Pocket Presentations

This interactive session enables learning and conversations with colleagues via a new and unique format. Topics range widely and highlight the symposium themes. Format Description: Audience members visit 3 “pockets”, rotating every 15 minutes.  A presenter is stationed in each “pocket” of the room to offer a concise presentation ( 5 minutes). Audience members are invited to engage in post-presentation discussions (10 minutes).

Loving Healthcare Organizations

Panel Discussion

Zeev Neuwirth, Author, Beyond the Walls; Apurv Gupta, MD, MPH; Shannon Connor Phillips, MD, MPH, Chief Health Officer, Joyous

The notion of ‘love’ as a core component of medical professionalism and as a core component of the mission statement in healthcare delivery organizations is relatively new. Join us for an insightful panel discussion delving into the transformative power of love within healthcare. Discover how pioneering organizations like ChenMed and NUKA are reshaping the patient experience by embracing love as a foundational element of medical professionalism. Luminaries such as Dr Don Berwick and Dr. Peter Pronovost have written about love as a core component of the doctor-patient relationship. More recently, hospital systems have begun to deploy ‘love’ as a core mission in healthcare delivery. We’ll explore the evolving landscape where hospitals are integrating love into their core mission. Dr. Apurv Gupta from Premier will share his expertise on this burgeoning movement, alongside healthcare executives who have successfully implemented this approach. Don’t miss this opportunity to learn and be inspired by the profound impact of love in healthcare delivery.

  • Describe this new ‘love’ movement in healthcare and outline some of the key tenants
  • Discover a few examples of ‘loving’ organizations in healthcare
  • Gain an in-depth perspective on what the deployment of love means in a healthcare organization – including KPI’s and operational implications, leadership and cultural implications, benefits and challenges

Cultivating Relationships: Implementation and Operationalization of Communication Skills Training Programs

Panel Discussion

Laura Kirk, Assistant Director of Advanced Practice Providers, Ambulatory Service, UT Southwestern Medical Center ; Rachyl Pines, PhD, Research Scientist, Stanford Health Care ; Cynthia George, MSN, FNP, Senior Director, Partnerships for Sustaining Daily Care; ; Agnes M. Barden DNP, RN, CPXP, Deputy Chief Experience Officer, Northwell Health

A panel of influential patient experience leaders from three different health networks across the US will discuss their journeys to implement a transformative relationship-centered communication skills training programs for diverse groups of health care professionals and clinicians.

  • Explore and implement a train-the-trainer program to learn and practice communication skills with patients and within teams.
  • Publicize, scale, and optimize a communication training program.
  • Analyze and report programmatic outcomes.
  • Anticipate and recover from programmatic set-backs.

Harmonizing Quality, Safety, and Experience in Healthcare

Toni Land, BSN, MBA, CPXP, Founder/CXO, Landing Exceptional Experiences, LLC

Nurses face risks every hour, with 1 in 5 hospitalized patients experiencing medication errors. Despite advancements in quality measures, Leapfrog Hospital Safety Grades show stagnant patient experiences over the past 2 years. Our commitment to patient care should go beyond mere customer service and excellence. It should prioritize creating a safe environment for our team, patients, and their families. This presentation will explore the transformative power of music and strategies for seamlessly integrating quality, safety, and patient experience. The goal is to cultivate a healthcare environment that is devoid of harm, resonating with the symphony of these vital elements.

  • Appreciate the power of music in healing and enhancing well-being
  • Understand the importance of unity and collaboration in healthcare for a holistic patient experience
  • Explore the synergies between safety, quality, and experience in healthcare delivery for optimal outcomes

Enhancing Patient Care in Rural NHS Primary Clinics: Strategies and Innovations

International - Rural East Lincolnshire, England

Carl Deaney,General Practice and Lisa Haith, Practice Manager and Patient Experience Lead, Marsh Medical Practice

The National Health Service (NHS) of England is the publicly funded healthcare system of England. The NHS is one of the largest and most comprehensive health systems globally, covering a wide range of services from general practice and hospital care to mental health services and community care.

This presentation explores NHS strategies for implementing best practices in primary care clinics in rural England. Our focus is on prioritizing the needs of patients and their families through a patient-centered approach. The well-being of our team is also highlighted as a crucial factor in enhancing the patient experience. These strategies are illustrated with examples and framed within the context of our NHS England contract requirements.

This presentation will address the following, within the context of rural healthcare settings:

  • Developing effective communication and trust-building among healthcare teams, patients, and their families in rural health clinics
  • Promotion of health and racial equity by improving access and awareness
  • Use of technology and innovation in improving patient experience and streamlining processes, to enhance health outcomes

Introduction to ICHOM and Patient-Reported Outcome Measures

Christina Nielsen, Outcomes Research Project Manager and Learning Collaboratives Project Facilitator, International Consortium for Health Outcomes Measurement (ICHOM)

The International Consortium for Health Outcomes Measurement (ICHOM) is a non-profit organization with the mission of unlocking the potential of value-based healthcare by defining what matters most to patients and encouraging the adoption and reporting of these measures worldwide to make life better for all. Christina will dive into an introduction of ICHOMs work and the use of patient-reported outcome measures. We will explore the importance of collecting patient-reported outcome measures and including patient voice throughout the care experience. Gain a better understanding of the difference between PROMs and PREMs and discover real-life examples of the successful implementation of standardized outcomes collection leading to changes in care practice and improved patient outcomes.

  • Identify key components of value-based healthcare and how ICHOM serves as a catalyst in this space
  • Hear about PROMs and the importance they serve all stakeholders in the patient-care journey
  • Understand the differences between PROMs and PREMs in order to effectively implement both in a complimentary manner

Pocket Presentations

This interactive session enables learning and conversations with colleagues via a new and unique format. Topics range widely and highlight the symposium themes. Format Description: Audience members visit 3 “pockets”, rotating every 15 minutes.  A presenter is stationed in each “pocket” of the room to offer a concise presentation ( 5 minutes). Audience members are invited to engage in post-presentation discussions (10 minutes).

Hospital at Home: Deconstructing the Patient and Caregiver Experience of High Acuity Care in the Home

Panel Discussion

Robert Moskowitz, Chief Medical Officer, Contessa; Jatin Dave, MBBS, MPH, FACP Chief Medical Officer, MassHealth; Kamia Thakur, Medical Director of Hospital at Home, Penn State

The U.S. healthcare ecosystem has seen the rapid development of Hospital at Home in a post-pandemic environment. A predominant driver of this change has been the patient’s interest in receiving high acuity care in the comfort of their home. Join this exciting discussion that delves into the patient experience in Hospital at Home programs from a multitude of perspectives – the payor, the physician, and family members.

  • Understand the current state of capturing the patient experience in H@H programs.
  • Discuss the patient experience from the perspective of a variety of stakeholders.
  • Craft a conversation around how the patient experience can be improved as H@H models gain traction
  • Deliberate how H@H should measure patient experience in the future and how this should be judged differently from a brick-and-mortar patient experience.

5:00 pm - 6:00 pm
The Beryl Institute Community Reception

All conference delegates are invited to join members of The Beryl Institute for drinks and light hors-d’œuvres. Network with peers and learn how the Institute serves as the global community of healthcare professionals and experience champions committed to transforming the human experience in healthcare.

September 18, 2024
9:45 am 10:00 am
10:00 am - 10:45 am
Exploring the Relationship between Patient Experience, Health Outcomes, and Value-based Care

Namita Seth Mohta M.D., Executive Director NEJM Catalyst ; Prakash Jayakumar M.D., Ph.D., Innovations in Care Delivery; Orthopedic Surgeon, Assistant Professor of Surgery and Perioperative Care and Director of Value-Based Health Care and Outcome Measurement, University of Texas at Austin, Dell Medical School; David Bernstein, MD, PhD, MBA, MEI Senior Researcher, Harvard Business School Resident Physician, Harvard Combined Orthopedic Residency Program, Mass General Brigham

Declining quality and life expectancies, along with rapidly aging population segments, have accelerated interest in Value-Based Healthcare (VBHC).

As a transformative patient-centered healthcare delivery model, VBHC is defined as: “the measured improvement in a person’s health outcomes for the cost of achieving that improvement”, rather than the volume of procedures or services.

Patient experience intersects with health outcomes and cost factors as an integral component to advance value in healthcare delivery.

The panelists will discuss critical impact areas aimed at clarifying the VBHC concepts and demonstrating how patient experience and health outcomes together accelerate value.

  • Define and describe key elements of Value-Based Healthcare
  • Explore ways to leverage patient reported health outcomes measures (PROMs) and health patient reported experience measures (PREMs) to advance the value-based health care delivery model
  • Discuss innovative delivery solutions that are inclusive, equitable, sustainable, and focused on what matters most to individuals and families

11:05 am - 11:45 am
How to Improve the Patient Experience: Best Practices Assimilated from the Trenches

Edward W. Marx, CEO, Marx Advisory

Mayo Clinic’s Cris Ross and Cleveland Clinic’s Ed Marx were longtime friends. This friendship helped them cope when they both were diagnosed with cancer. As they began to emerge from their patient journey, they decided to author a book based on their revelations as patients and healthcare executives. Their written for the public book, “Diagnosed”, is set to release in late 2023. It is meant to be a handbook or a hand you can hold in your healthcare journey. The aim is to allow patients the opportunity to have a great experience regardless of the hospital. Their research and writing also revealed key findings and best practices that will benefit all health systems immediately. This collection was turned into the booklet, “How to Improve the Patient Experience”.  Marx will share these findings and why they are critical to your organization’s future.

  • Learn a customer-centric framework for optimal patient experience
  • Understand the five best practices for all hospitals regardless of complexity
  • Identify three best practices you can implement without material resources
  • Hear the voice of the patient

1:00 pm - 3:30 pm
Relationship-Centered Coaching to Enhance Patient and Team Experience

Calvin Chou, MD, PhD, Professor of Clinical Medicine, University of California San Francisco; Ellen Pearlman, MD, Associate Dean for Professionalism & Doctoring Skills, Donald and Barbara Zucker School of Medicine At Hofstra/Northwell ; Laura Kirk, Assistant Director of Advanced Practice Providers, Ambulatory Service, UT Southwestern Medical Center

Coaching team members toward effective patient and colleague engagement is most effective within a relationship-centered, appreciative framework. This workshop will provide structure and practice in forming a relational foundation for coaching partnerships and co-designing of a coaching plan. Participants will practice relationship-centered, behaviorally-specific feedback skills crucial for patient experience performance improvement.

  • Explore the core steps of relationship-centered, appreciative coaching for performance
  • Design a collaborative plan for communication skills coaching
  • Practice relationship-centered, behaviorally-specific feedback
  • Commit to implementing one new coaching strategy


Cynthia George, MSN, FNP

Senior Director, Partnerships for Sustaining Daily Care

Cystic Fibrosis Foundation


Komal Lodaria, MA, FPCC

Senior Director, Care Experience

NYC Health + Hospitals


Susan Edgman-Levitan, PA

Executive Director

John D. Stoeckle Center for Primary Care Innovation Massachusetts General Hospital


Christina Nielsen

Outcomes Research Project Manager and Learning Collaboratives Project Facilitator

International Consortium for Health Outcomes Measurement (ICHOM)


Barbra Rabson, M.P.H

President & CEO

Massachusetts Health Quality Partners (MHQP)


Stacey Palmer

Senior Vice President & COO

The Beryl Institute


Brian Carlson

Vice President of Patient Experience

Vanderbilt University Medical Center


David Bernstein, MD, PhD, MBA, MEI

Senior Researcher, Harvard Business School Resident Physician, Harvard Combined Orthopaedic Residency Program

Mass General Brigham


Jennifer Carron, CPXP, MSOM

Patient Experience Officer

BJC HealthCare


Joe Machicote

Chief Diversity Officer



Prakash Jayakumar, MD, PhD

Assistant Professor, Department of Surgery and Perioperative Care, Director, Clinical Research and Outcome Measurement

University of Texas at Austin


Tommy Whitelaw, BCAh

National Lead Person Centred Voices

Health and Social Care Alliance Scotland


Annie Ideker, MD

Associate Senior Medical Director for Physician and Clinician Experience



Lisa Haith, BA(Hons) CMgr MCMI

Practice Manager and Patient Experience Lead

Marsh Medical Practice in rural east Lincolnshire, England


Agnes Barden, DNP, RN, CPXP

Deputy Chief Experience Officer, Office of Patient and Customer Experience

Northwell Health


Apurv Gupta, MD, MPH

Vice President, Advisory Services

Premier Inc


DeAnna Minus-Vincent

Founder and Managing Partner

The Outcomes Architect


Tracy Parris-Benjamin

Managing Partner

The Outcomes Architect


Martie Carnie

Senior Patient Experience Advisor

MGB; Brigham and Women's Hosptial


Ingrid Nembhard, PhD, MS

Fishman Family President’s Distinguished Professor, Professor of Health Care Management

The Wharton School, University of Pennsylvania


Geeta Nayyar, MD, MBA

Chief Medical Officer, Technologist, and WSJ Best Selling Author


Calvin Chou, MD, PhD

Professor of Clinical Medicine

University of California San Francisco


Ellen Pearlman, MD, FACH, FACP

Associate Dean for Professionalism & Doctoring Skills

Donald and Barbara Zucker School of Medicine At Hofstra/Northwell


Shannon Connor Phillips, MD, MPH

Chief Health Officer


Connor Phillips

Sara Toomey, MD, MPhil, MPH, MSc

SVP, Chief Safety and Quality Officer

Boston Children's Hospital


Jessica Kim

Co-Founder and Executive Chairwoman



Susan Solman, DPM, RPh

Associate Professor

FIU College of Medicine Physician Assistant Program


Jatin Dave, MBBS, MPH, FACP

Chief Medical Officer, MassHealth; Director, Office of Clinical Affairs, For Health Consulting at U Mass Chan Medical School

U Mass Chan Medical School


Alison Soileau, PhD, FACHE, CPXP-L

System Vice President of Patient Experience and Service Excellence

Ochsner Health


Laurie Strongin

Founder and CEO

Hope for Henry Foundation


Robert Moskowitz, MD

Chief Medical Officer



Kamia Thakur, MD

Assistant Professor of Medicine, Medical Director, Hospital at Home, Director of Clinical Operation

Penn State Health


Jeremy Segall, MA, RDT, LCAT, FPCC

System Chief Wellness Officer

NYC Health + Hospitals


Sasha Perez-Loor, MSHSA, PMP, CPXP, CCMP




Julie Rish, PhD

Vice President, Consumer Experience

Advent Health


Josh Robinson

Award-winning presenter, educator, and percussionist


Kedar Mate, MD

President and Chief Executive Officer

Institute for Healthcare Improvement (IHI)


John Halamka, MD, MS


Mayo Clinic Platform


Zeev Neuwirth, MD

Healthcare Executive, Author, Podcast Host


Laura Cooley, PhD


Journal of Patient Experience


Namita Mohta, MD, MPH, MSHS

Executive Editor

NEJM Catalyst


Thomas Howell, MD

Medical Director for Patient Experience

Mayo Clinic Health System


Tom Tull

VP, Chief Experience Officer

Ballad Health



Assistant Director of Advanced Practice Providers, Ambulatory Service

UT Southwestern Medical Center


Rachyl Pines, PhD

Research Scientist, Office of Patient Experience - Service Excellence

Stanford Medicine


Corey Adams, RN, GradDip Psych, MBA

Clinical Researcher

Australian Institute of Health Innovation (Macquarie University) Sydney, Australia.


Edward Marx

Author, Podcast Host

DGTL Voices, CEO Unplugged


Nigel Girgrah, MD, PhD

Chief Wellness Officer

Oschner Health System


Toni Land, MBA, BSN, CPXP

Founder & Chief Experience Officer

Landing Exceptional Experiences


Carl Deaney, MSc MBBS

General Practice

Marsh Medical Practice, Lincolnshire, England


Kevan Mabbutt

EVP, Chief Marketing, Communications and Consumer Experience Officer

Advocate Health


Krista Hirschmann, PhD, FACH


Enhance Communication


Venue & Travel

We’ve Secured Exclusive Rates With Our Host Hotel for Your Stay.

Stay at the historic, award-winning Hilton Boston Park Plaza Hotel. Your backdrop to the Patient Experience Symposium is conveniently centered near the city’s most beloved dining, shopping, and entertainment attractions. Come early or stay later — have a little fun while you’re here.

Located downtown, the Park Plaza offers a unique combination of history, luxury, and modern comfort. The Public Garden and Boston Common are across the street, while the captivating Beacon Hill neighborhood and vibrant Theater District are a short distance away. First opened as the Statler Hotel in 1927, it became known as “America’s first grand hotel.” Since its opening, all but two US presidents have stayed at this hotel, and the regal destination has been graced by countless Hollywood royalty, including Katherine Hepburn and Judy Garland. The Park Plaza continues this tradition today with historic rooms, modern amenities, and unmatched city views.

Hilton Boston Park Plaza

50 Park Plaza
Boston, Massachusetts 02116
(617) 426-2000

Deadline: August 24, 2024

Group Rate: $379 Per Night


Meet the Decision Makers

We are dedicated to bringing you the highest-quality audience, which includes decision-makers, strategists, and executives all ready to meet you.

Brand Awareness & Thought Leadership

​We strive to provide an intimate environment for you to meet one-on-one with our highly qualified audience. We offer customized partnership opportunities to fit your budgetary needs.​

Network Opportunities

Connect with colleagues, share experiences, and build lasting relationships.

Why Sponsor the 8th Annual Patient Experience Symposium?

At ICD, our team takes a holistic approach that will maximize your investment and offer a dedication towards your success.

We strive to provide an intimate environment for you to meet one-on-one with our highly qualified audience. We offer customized partnership opportunities to fit your marketing objectives and budget. 

Be a part of a community of dedicated healthcare professionals striving to transform the industry.

Each sponsorship package is customized based on your organization’s marketing objectives and budget.

Each package includes virtual events and is designed to elevate your brand awareness, generate new leads and introduce your product and services to tap into this highly qualified and targeted group of decision makers at a time when they are most receptive.

Interested in Becoming a Sponsor?

Join us in Boston!

Save $300 with early bird rates through July 19, 2024.

Group Discount

Register 3 or more delegates from the same organization at the same time and receive a 15% discount on the registration fee. For larger group discounts, please email us at info@icdevents.com

Stand out in a competitive job market and show your dedication to lifelong learning. All delegates of the 8th Annual Patient Experience Symposium will receive a certificate of completion, recognizing your commitment to professional growth and affirming your industry expertise and credibility.

Validate Your Industry Knowledge and Credibility.​

Option NumberSuper Early Bird PriceEarly Bird PriceRegular Rate
Main Conference$1,195$1,395$1,695
Nurse/Govt./Student/Advocate Main Conference$395$595$895
Non-Sponsoring Vendor/Consultant$1,395.00$1,595$1,895

Paying by Check?

Please make checks payable to:
International Conference Development (or ICD) and remit to:

PO Box 651,
Moody, ME 04054

Cancellation Policy

If you are unable to attend for any reason, kindly notify us IN WRITING before August 9, 2024, to receive a full refund. After August 9, 2024, a credit voucher for the full amount will be issued. Cancellations received on or after August 30, 2024, will not be eligible for credit vouchers. Substitutions of enrolled delegates are allowed at any time. Please note that program content and speakers are subject to change without notice.

Photography and Video Notice:

ICD may take photographs and videos during this event for various marketing purposes. By registering and attending, you consent to the capture and use of your image.