Conference Day 1

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

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

9:00 am - 9:45 am Patient Experience at the VA – A Rundown

Major Toni Hightower - Patient Experience Coach, U.S. Department of Veteran Affairs

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.


Major Toni Hightower

Patient Experience Coach
U.S. Department of Veteran Affairs

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

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

First impressions set the tone for patients and their experiences at VA facilities. Everything from sanitation, bathrooms, interior design and wayfinding to access to technology such as charging stations and wifi all impact patient experience immensely. This session will focus on both environmental design in VA facilities as well as volunteer services like the Redcoats, all with the aim of better enhancing patient experience.


Aubrey Weeks

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

12:00 pm - 12:45 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. 

11:45 am - 12:45 pm Lunch

1:30 pm - 2:15 pm Veteran Heath Data Meets Tech Giant Apple

• Understanding VA Health API and its benefits

• Receiving health care data directly from the VA via the Veterans cellular device

2:15 pm - 3:00 pm I Survived and Conquered, but I Didn’t Do it Alone: A case study on Patient Experience for Veterans

This session will showcase the real-life story of a patient and how excellent patient experience impacted their recover.
The study determines how the quality of care affects a patients overall satisfaction.

3:00 pm - 3:15 pm Chairman’s Closing Remarks

3:15 pm - 3:15 pm End of Main Day One