Conference Day 1

11:30 am - 12:00 pm Registration & Networking

The session will discuss how the Veterans Experience Office (VEO) is creating new solutions to provide quality care to Veterans and future developments that plan to take place. It will deliver key insights as to how the VEO are integrating strategies to bolster patient experience, as well as address the latest challenges surrounding COVID-19.


Michael Renfrow

Deputy Director for Patient Experience
Veterans Experience Office, Department of Veterans Affairs

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

12:30 pm - 1:00 pm Using Data Analytics to Better PX Outcomes

Feedback on patient experience is an important tool for the VA and other organizations to articulate best practices across the care continuum. However, managing data is always a constant challenge. This session will focus on how particular software tools and API integration can allow for administrators, clinicians and patients to collaborate to deliver optimized patient experience outcomes. 

. Telehealth has become a major segment of care delivery across both private and public health systems. However, its continuing adoption is set to rise with the impacts of COVID-19 related quarantines. This session will explore the positives and negatives of telehealth services and examine ways to make the experience better among both clinicians and patients.


Aubrey Weeks

Director, Environmental Programs Service
Healthcare Environment and Facilities Programs, Department of Veterans Affairs

2:00 pm - 2:30 pm Break

2:30 pm - 3:00 pm Process Excellence for the PX Process – A Broad Look at the Healthcare Sector

Jim Champy - Business Consultant & Author,

Offices at the VA have completely revamped their PX processes over the past few years to better center patients within the care continuum. This session will include prescription of how organizations - including the VA - must change in order to manage the future that technology will enable.


Jim Champy

Business Consultant & Author

This session will cover the challenges of integrating complex data into visionary PX plans, including:

• Utilizing predictive analytics to tell future healthcare outcomes

• Navigating privacy issues with Electronic Health Records

• Updating old tools and integrating old data


Rosetta Carrington Lue

Former Senior Advisor Architect and Design
U.S. Department of Veteran Affairs

3:30 pm - 4:00 pm Physician Stakeholders and PX

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.

4:00 pm - 4:30 pm Effective Communication with Patients in the Age of COVID-19

Gerald Michaud - Executive Director, Office of Communications, Veterans Health Administration

The VA Office of Communications is deeply involved in pushing out messaging to vet patients and does so through social media, email, apps such as the MyHealthyVet portal, telehealth services and other tools. This session will focus on the lessons learned by the Communications office in rolling out COVID-19 messaging, with a focus on how unique messaging is necessary to allay the fears and specific needs of the veteran community during COVID-19.


Gerald Michaud

Executive Director
Office of Communications, Veterans Health Administration

4:30 pm - 5:00 pm End of Day and Networking