Conference Day 2

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

Instituting ICARE values (Integrity, Commitment, Advocacy, Respect and Excellence) amongst staff across VA facilities have been a major focus for VA facilties aiming to achieve organizational excellence. This coordination of staff culture changes and process excellence at VA facilities will be the focus of this session at our conference, and will include updates and recommendations for how the VA has been shifting and optimizing these PX processes for COVID-19.


Gerard Cox MD, MHA

Deputy Under Secretary for Health
Office of Organizational Excellence, Veterans Health Administration

12:30 pm - 1:00 pm PX University – Training VA Healthcare Professionals Across the Country

VA facilities across the country can always use assistance and training for better optimization of patient experience processes. The Veterans Experience Office is rolling out PX University, a training and classes regimen where VA professionals can get certified in PX processes. This session will go over the growth and development of PX university and its plans for responding to COVID-19 and other PX challenges.

1:00 pm - 1:30 pm Centering Cultural Transformation within VA Facilities

Human focused design of procedures and services at VA facilities are imperative for transforming internal cultures at VA facilities and have a major impact on patient experience. This session will look at how the Office of Patient Centered Care and Cultural Transformation are leveraging technology, partnerships with other departments and rewriting new, bold strategies for enhancing patient experienced with human focused design.

US servicemen and women recently returning from Iraq, Afghanistan and other military theaters are a unique demographic. To optimize patient experience for this group with specifically tailored care for transitioning back into the workforce and into civilian life brings numerous challenges, which will be the major focus of this session


Jennifer Perez MSW, LICSW

National Director, Transition and Care Management
Department of Veterans Affairs

2:00 pm - 3:00 pm Break

2:30 pm - 3:00 pm 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

This panel will focus on: Training employees using ICARE strategies; Ensuring service recovery is a primary tool used to fix real time situations; Enhancing patient experience by coaching employees on core values


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
NYC Health + Hospitals

3:30 pm - 4:00 pm Patient Experience Environments in Mental Health Counselling

Deb Brisch-Cramer - CNO Mental Health, Minneapolis VA Health Care System

Veterans are a patient group with unique needs, especially in the field of mental health. Patient Experience in this field is intimately intertwined with the actual care delivery. Creating a safe community for Veterans to discuss mental health issues is integral for adequate care, and this session will focus on the latest developments to make this a reality.


Deb Brisch-Cramer

CNO Mental Health
Minneapolis VA Health Care System

4:00 pm - 4:30 pm Critical Technology Challenges for Patient Experience

Joseph Ronzio MD - Deputy Chief Health Technology Officer, Veterans Health Administration

This session will dive into the most pressing technology matters regarding PX in a post-Covid world, including telehealth, data integration and other important topics.


Joseph Ronzio MD

Deputy Chief Health Technology Officer
Veterans Health Administration

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