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

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 There’s an ‘I’ in Patient, but no ‘I’ in Team: Connecting Staff Engagement/ Satisfaction with PX

Understanding how to incorporate patient experience with overall HR objectives
• Connecting organizational growth with patient experience KPI’S

9:45 am - 10:30 am Leaders Role in Creating and Sustaining Empathy

• Understanding needs of patients and acting appropriately with the Heart Program
• Utilizing tactics to ensure quality care is executed
• Enhancing patient centered care with Heart to Heart Chats
Carol Santalucia, Director of Business Development Office of Patient Experience at Cleveland Clinic

Carol Santalucia

Director of Business Development Office of Patient Experience
Cleveland Clinic

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

• Highlighting the VA Customer Profile, Veteran Signals (VSignals), and Social Media Analytics
• Analyzing Digital Comment Cards, and improvements in Customer Experience observed
Laura Prietula, Deputy Director Multichannel Technologies at U.S. Department of Veterans Affairs

Laura Prietula

Deputy Director Multichannel Technologies
U.S. Department of Veterans Affairs

Anil Tilbe, Director at VEO’s Enterprise Measurement and Design Program (EMD) U.S. Department of Veteran Affairs

Anil Tilbe

Director
VEO’s Enterprise Measurement and Design Program (EMD) U.S. Department of Veteran Affairs

11:45 am - 12:45 pm Lunch

12:45 pm - 1:30 pm Leaders Role in Creating and Sustaining Empathy

• Understanding needs of patients and acting appropriately with the Heart Program
• Utilizing tactics to ensure quality care is executed
• Enhancing patient centered care with Heart to Heart Chats
Carol Santalucia, Director of Business Development Office of Patient Experience at Cleveland Clinic

Carol Santalucia

Director of Business Development Office of Patient Experience
Cleveland Clinic

• Understanding VA Health API and its benefits
• Receiving health care data directly from the VA via the Veterans cellular device
William Cerniuk, Program Director, VA Mobile Health, VHA Technology Director at VA Central Office

William Cerniuk

Program Director, VA Mobile Health, VHA Technology Director
VA Central Office

Dr. Jack Taylor (USN Retired), President CEO at InforMD Inc.

Dr. Jack Taylor (USN Retired)

President CEO
InforMD Inc.

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.
Instilling culture of patient experience with nurses and doctors, and overall employees
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

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

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