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In two weeks, the Vision Critical team is heading to California to attend NGPX: The Patient Experience Conference. Taking place at the Hyatt Regency Indian Wells this year, NGPX is the annual meeting place for senior-level patient experience executives from across the spectrum of care, all of whom are tasked with overseeing their organization’s patient experience strategy.

More than just an annual conference, NGPX is a community that unites America's best and brightest patient experience leaders to connect, inspire, and transform health care. Through networking events, idea exchanges, and story-telling, NGPX reinvigorates the world of patient experience. Always looking to learn more, the Vision Critical team is looking forward to hearing from our healthcare clients that are attending and presenting, as well as others doing transformative work in health care. 

Here are the sessions that our team is most excited about attending:

1. Case Study: Catalyzing the Evolution of Patient Experience via Digital

When: Day 1, 9:00am-9:20am

Speaker: Albert Chan, Chief Digital Patient Officer, Sutter Health

Why: We are looking forward to learning how Sutter Health is empowering patients to become partners in health through a digital engagement lens.

2. Keynote: Transforming & Uniting a Culture for Patient Experience

When: Day 2, 8:35am-8:55am

Speaker: Pam Guler MHA, FACHE, Vice President and Chief Experience Officer, AdventHealth

Why: During this session, Pam Guler will share how the organization brought 20 different ways of thinking about service behaviors to one, and ignited a culture around patient and team member experience for over 60,000 team members.

3. Keynote: Keeping Our Promises 

When: Day 2, 8:55am-9:15am

Speaker: Shannon Connor Philips, Chief Patient Experience Officer, Intermountain Healthcare

Why: Keeping promises is a topic that is relevant for all conference attendees. Intermountain Healthcare has been innovating how they deliver extraordinary patient experiences and it will be fruitful to hear specific examples on how they are doing so. 

4. Keynote: Taking Strategy to Action: Engaging Physicians in Patient Experience Strategy at Scale

When: Day 2, 9:15 am - 9:35 am


Susannah Rose, Associate Chief Experience Officer, Cleveland Clinic

Julie Rish, Director, Best Practice, Office of Patient Experience, Cleveland Clinic

Why: Cleveland Clinic has a great reputation for its patient experience and for putting patients first. This session is sure to evoke audience interaction and will provide actionable and practical recommendations for audience members to take-home to their healthcare settings.

5. Keynote: Power of the Patient, Family and Caregivers: Using Their Voices to Lead Delivery System Transformation

When: Day 2, 10:55am-11:15am


Jeanne Roode DNP, RN, Sr. Director of Clinical Informatics, Spectrum Health

James Bonner LMSW, MBA, Sr. Director of Patient Experience, Spectrum Health

Why: We believe that people have wisdom that is worth listening to, learning from, and acting on. We are excited to hear an example from Spectrum Health’s experience in evolving their model of care by placing the patient at the center of an integrated delivery system. 

6. PX: Strategy to Impact through Simplification: A Focused approach to Data, Design Thinking and Cultural Values

When: Day 2, 1:45 pm - 2:05 pm

Speaker: Vishal Bhalla CPXP, MS, MBA, VP and Chief Experience Officer (CXO), Parkland Health & Hospital System

Why: It can be difficult to move the needle when it comes to patient satisfaction scores, and this session will deliver practical strategies and tactics that helped move Parkland Health & Hospital System PX Scores from the 75th Percentile to the 93rd in University Health Systems and 90th Percentile in the national PG Database.

7. Keynote: Millennials as Patients

When: Day 3, 12:35 pm - 12:45 pm

Speaker: Peggy Greco, PhD, Medical Director of Patient Experience, Nemours Children's Health System

Why: Millennials are now the nation’s largest living adult population and have different expectations for their healthcare than do previous generations. However, we often forget to consider these expectations in the formation of health care strategy and processes. Learning about what works for this age group and why, should provide great takeaways for all who attend. 

Bonus Session: Afternoon Networking & Refreshment Break

When: Day 1, 3:40pm-4:20pm

Sponsor: Vision Critical

Why: We will be sponsoring the afternoon networking & refreshment break on day 1. Come grab an afternoon pick-me-up and learn how we are helping healthcare organizations put their patients first. All who stop by our meet-and-greet table will have a chance to win one of our many prizes, including our grand prize of Apple AirPods. 

Are you attending NGPX? Which sessions are you most looking forward to? Click the social icons to share this post and your thoughts. 

We look forward to connecting with you soon! 


The right prognosis for CX with Aurora Health Care

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