Conference Day 2

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

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

9:00 am - 9:45 am Hospitality and Healthcare

Don Prisby Jr. - President and Founder, NorthPoint Advocates, LLC

Besides the name, there are numerous overlapping processes and technologies between the hospitality sector and hospitals. The VA in recent years has frequently followed customer service processes that are standard in the hospitality industry and this session will focus on how continued collaboration is necessary for delivering effective patient experience.


Don Prisby Jr.

President and Founder
NorthPoint Advocates, LLC

9:45 am - 10:30 am Panel Discussion: Renovating the Veteran’s Experience

The Panel will discuss how the VA is creating new solutions to provide quality care to Veterans and future revamps that plan to take place. With perspectives across multiple VA Offices, our invited speakers will provide key insight as to how they are integrating strategies to bolster patient experience.

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

11:00 am - 11:45 am Patient Advocacy is Everyone’s Responsibility

• Spreading advocacy through the use of service level advocates
• Utilizing the patient advocate tracking system as a tool for cultural transformation
• Understanding the current initiatives of patient advocacy

11:45 am - 12:30 pm Industry Perspective: Industry Efforts to Aide Patient Experience for Veterans

In this session, an industry leader will provide tools and resources on how to improve overall patient experience, and share lessons learned and best practices for VA
mission success.

12:30 pm - 1:30 pm Lunch

1:30 pm - 2:15 pm Utilizing Past and Present Data and Analytics to Transform Healthcare Initiatives

• Turning complex data into active visionary plans
• Creating and implementing methods to redefine the patient and community experience
• Utilizing predictive analytics to tell future healthcare outcomes

2:15 pm - 3:00 pm Effectively Sharing Resources and Tools Across All Platforms to Increase Employee Engagement

• Ensuring employees are up to date and engaged with all patient experience initiatives

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

3:15 pm - 3:15 pm End of Day Two