October 28 - 30, 2019
Hilton Garden Inn Reagan National Airport Hotel, Arlington, VA

Pre- Conference Workshop Day

8:00 am - 8:50 am Registration & Breakfast

8:50 am - 9:00 am Chairperson’s Opening Remarks

 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 at NYC Health + Hospitals

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 at NYC Health + Hospitals

Vincent Rizzo, MD

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

10:30 am - 11:00 am Morning Networking Break

11:00 am - 11:45 am The Evolution of Community CARE: Enabling Next Generation Care

• Understanding the Community Care Program
• Analyzing new initiatives to improve the Community Care Program
• How the Community Care Program relates to the Mission 101 Act
Dr. Kameron Matthews, Under Secretary for Health for Community Care at Veterans Health Administration

Dr. Kameron Matthews

Under Secretary for Health for Community Care
Veterans Health Administration

11:45 am - 12:45 pm Lunch

12:45 pm - 1:45 pm Acceleration by Simplification: Focused Data, Design Thinking and Cultural Values to impacting PX

• Outlining Strategies to focus on a few key data points
• Operationalizing the data to instigate change
• Leveraging Human Centered Design Thinking along with Lean methodologies
• Reinforcing cultural values to sustain change initiatives
Vishal Bhalla, MS, MBA, CPXP, Vice President, Chief Experience Officer (CXO) at Parkland Hospital

Vishal Bhalla, MS, MBA, CPXP

Vice President, Chief Experience Officer (CXO)
Parkland Hospital

1:45 pm - 3:45 pm Process Excellence and the Patient Experience

Jim Champy will describe how to achieve process excellence in the patient experience.
Participants in the working session will be invited to share their own successes and challenges in managing process and technology change. Champy will provide advice and counsel on those challenges, based on his learnings in both healthcare and other industries.
Champy will conclude with a prescription of how organizations - including the VA - must change in order to manage the future that technology will enable.
Jim Champy, Business Consultant & Author at jimchampy.com

Jim Champy

Business Consultant & Author
jimchampy.com

3:45 pm - 4:00 pm Closing Remarks

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