Laura Cooley, PhD, Chair, Patient Experience Symposium 2025
In an era dominated by technological innovation and mounting system pressures, it’s easy to overlook the most powerful force in healthcare: human connection and patient experience. Amid ongoing challenges like workforce burnout, health inequities, and fragmented care delivery, there is a growing realization that sustainable transformation begins not with more efficiency tools, but with a renewed focus on kindness, empathy, and trust.
Science is clear, compassion and connection are not just feel-good concepts; they are evidence-based strategies linked to better outcomes. When healthcare environments foster belonging and respect, safety scores rise, patients are more engaged, and clinicians feel more supported. Empathetic communication strengthens relationships, reduces malpractice claims, and boosts morale. More importantly, these human-centered practices rebuild trust, especially in communities that have historically been marginalized or harmed by the healthcare system.
Healthcare is, at its core, a profoundly human endeavor. When systems embrace this truth, they unlock the energy and resilience needed to meet today’s most pressing challenges. Investing in humanism and humankindness is the very foundation of meaningful, lasting change.
At the 9th Annual Patient Experience Symposium in Boston, October 6–8, 2025, we are asking the hard questions and offering bold insights. This year’s theme— “Orchestrating Excellent Health and Care Experiences: Composing Meaningful Connections”—invites us to prioritize what makes care feel like care. In this spirit, we are excited to highlight two dynamic sessions that put humanity at the center of healthcare transformation and highlight human connection and patient experience.
“Connecting Back to Our Shared Humanity: How the Science of Humankindness Can Accelerate Achieving Health Justice”
Featuring Alisahah J. Jackson, MD, President, Lloyd H. Dean Institute for Humankindness, CommonSpirit Health
What if the most advanced strategy to address health inequities isn’t more technology, but more kindness?
This session introduces the science of humankindness, grounded in neuroscience, behavioral science, and social psychology. Dr. Alisahah Jackson challenges us to recognize kindness, compassion, empathy, and trust, not as soft skills, but as strategic imperatives in the pursuit of health justice.
Through real-world examples, we’ll explore how these core human capacities are being operationalized to reduce disparities, rebuild trust in marginalized communities, and create more inclusive, healing environments for both patients and providers.
Participants will leave with evidence-based strategies to activate humankindness within their organizations.
“Humanism: The Key to Great Patient Care, Workforce Wellness, and Business Success”
Featuring Kathleen Reeves, MD, FAAP; Mark E. Manigan; Dwight McBee, MBA, BSN, RN, CPX
What do improved safety scores, employee retention, and financial health have in common?
A commitment to humanism.
This session presents the case that humanism in healthcare, defined as clinically excellent care that is kind, safe, and trustworthy, is not only the right thing to do but also a smart, strategic approach. From fewer malpractice claims to higher appointment adherence and workforce morale, humanism delivers measurable results.
Why This Matters Now
Healthcare leaders are navigating a storm of challenges: burnout, inequity, financial pressure, and fragmented systems. When we prioritize connection, we activate the human energy needed for transformation. In doing so, we foster cultures of belonging, drive trust, and create systems where everyone can thrive. Prioritizing human connection and patient experience is the key to positive outcomes in today’s healthcare setting.
Join Us in Boston
October 6–8, 2025
Let’s orchestrate something extraordinary.