October 28 - 30, 2019
Washington, D.C.

Pre- Conference Workshop Day

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

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

9:00 am - 10:30 am Introducing Coaching Techniques to Enhance Department-wide Knowledge

 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 at NYC Health + Hospitals

David Weisman PhD, CPXP

Director of Patient Experience
NYC Health + Hospitals

Vincent Rizzo, MD, Medical Director at NYC Health + Hospitals

Vincent Rizzo, MD

Medical Director
NYC Health + Hospitals

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

11:00 am - 12:00 pm Leveraging Data and Technology for Meaningful Impact

 Understanding how to apply data received to control change management
 Utilizing statistics and lean methodology to narrow down data
Vishal Bhalla, MS, MBA, CPXP, Vice President, Chief Experience Officer (CXO) at Parkland Hospital

Vishal Bhalla, MS, MBA, CPXP

Vice President, Chief Experience Officer (CXO)
Parkland Hospital

12:00 pm - 1:00 pm Lunch

1:00 pm - 3:00 pm Process Excellence and the Patient Experience

Jim Champy will describe how to achieve process excellence in the patient experience.
Participants in the working session will be invited to share their own successes and challenges in managing process and technology change. Champy will provide advice and counsel on those challenges, based on his learnings in both healthcare and other industries.
Champy will conclude with a prescription of how organizations - including the VA - must change in order to manage the future that technology will enable.
Jim Champy, Business Consultant & Author at jimchampy.com

Jim Champy

Business Consultant & Author

3:00 pm - 3:15 pm Closing Remarks

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