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

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 Mental Health is More Than What Meets the Eye

• Creating a safe community for Veterans to discuss mental health issues
• Understanding the cause of mental illness and giving the appropriate attention
• Providing employees with knowledge on how to handle mental issues
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.
Donna Richardson, Patient Experience Facilitator at U.S. Department of Veteran Affairs

Donna Richardson

Patient Experience Facilitator
U.S. Department of Veteran Affairs

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

Major Toni Hightower

Patient Experience Coach
U.S. Department of Veteran Affairs

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
Sherri Bauch, Associate Director at Office of Patient Advocacy U.S. Department of Veterans Affairs

Sherri Bauch

Associate Director
Office of Patient Advocacy U.S. Department of Veterans Affairs

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.
Jennifer Purdy, Executive Director VA Patient Experience at U.S. Department of Veteran Affairs

Jennifer Purdy

Executive Director VA Patient Experience
U.S. Department of Veteran Affairs

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
Rosetta Carrington Lue, Former Senior Advisor Architect and Design at U.S. Department of Veteran Affairs

Rosetta Carrington Lue

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

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