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

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 Health Care Time Machine: What Does the Future Hold?

 Future programs to enhance the Veterans experience
 Analyzing the Mission Act 101 and its affect on future Veterans
 Executing quality care through investment and training of staff members

9:45 am - 10:30 am Veterans Health Data meets Tech Giant Apple


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

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

11:00 am - 11:45 am The Evolution of Community CARE: Enabling Next Generation Care

11:45 am - 12:30 pm There’s an ‘I’ in Patient, but no ‘I’ in Team: Integrating Business and PX KPI’s

 Understanding how to incorporate patient experience with overall business objectives
 Deliberating KPI’s amongst teams in order to ensure collaboration and greater results
 Using measurements to outline precise patient experience goals and KPI’s
Greg Goins, Associate Medical Center Director at VA Medical Center Ohio

Greg Goins

Associate Medical Center Director
VA Medical Center Ohio

Mark Murdok, Associate Director/COO at VA Medical Center

Mark Murdok

Associate Director/COO
VA Medical Center

12:30 pm - 1:30 pm Lunch

1:30 pm - 2:15 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

2:15 pm - 3:00 pm I survived and Conquered, but I Didn’t Do it Alone: A case study on VA Patient Experience

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.

3:00 pm - 3:45 pm 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

3:45 pm - 4:00 pm Chairman’s Closing Remarks

4:00 pm - 4:00 pm End of Main Day One