Pre- Conference Workshop Day

9:00 am - 9:45 am Registration & Breakfast

9:45 am - 10:00 am Chairperson’s Opening Remarks

11:00 am - 12:45 pm Physician Stakeholders and PX

Robert Pearl MD - Former CEO, Permanente Mid-Atlantic

Physicians are often not a party to the discussions on proposed and selected changes to patient experience processes. This session will explore how physician led recommendations and insight can help better serve our nation’s veterans as they seek quality patient experience.


Robert Pearl MD

Former CEO
Permanente Mid-Atlantic

 Training employees using ICARE strategies

 Ensuring service recovery is a primary tool used to fix real time situations

 Enhancing patient experience by coaching employees on core values


David Weisman PhD, CPXP

Director of Patient Experience
NYC Health + Hospitals


Vincent Rizzo, MD

Associate Director, Department of Medicine; Associate Director, Internal Medicine Residency Program
NYC Health + Hospitals

11:45 am - 12:45 pm Lunch

1:00 pm - 2:00 pm Patient Experience Environments in Mental Health Counselling

Veterans are a patient group with unique needs, especially in the field of mental health. Patient Experience in this field is intimately intertwined with the actual care delivery. Creating a safe community for Veterans to discuss mental health issues is integral for adequate care, and this session will focus on the latest developments to make this a reality. 

2:00 pm - 2:45 pm Morning Networking Break

2:45 pm - 3:15 pm PX Leadership in the Private Sector – Potential Lessons for Other Institutions

Private hospitals have long been at the forefront of development of the latest PX processes and technology acquisition. As more private care facilities become available to veterans through the Mission Act, it is important for there to be further collaboration and information sharing on PX matters between the VA and private health groups. 

This session will look at how the VA’s patient advocate tracking system (PATS) has been used as a tool for cultural transformation at the VA. When combined with other PX programs, tools like PATS become revolutionary for improving PX processes. 


Sherri Bauch

Associate Director
Office of Patient Advocacy U.S. Department of Veterans Affairs

3:45 pm - 4:00 pm Closing Remarks

4:00 pm - 4:00 pm End of Focus Day