The burden and impact of prioritizing engagement and wellness of the workforce are twofold; balancing the ability to care for and needing to be cared for means that when our employees feel supported our patients receive high-quality and safe care. Learn how to adopt an improvement framework to operationalize wellness, employee engagement, and patient experience using unit-level data.

• Leverage employee wellness and engagement as vehicles to enhance patient experience
• Design your own human experience (HX) improvement tools
• Apply the tools, resources, and best practices across the domains of well-being, resilience, safety culture, engagement, diversity, and patient experience to verify the premise of the human experience

Join an enlightening discussion with Chief Experience/Chief Customer Officers who are reshaping patient experience in radically different ways — and for good reason — they come from outside of healthcare — from world-class, customer-obsessed organizations like Disney. Dr. Neuwirth, renowned healthcare executive, author & podcast host, will lead an example-filled dialogue on how these divergent consumer-oriented leaders are thinking; and how they’re catalyzing immediate solutions as well as long-term changes.

Dr. Neuwirth will lead a discussion on how their divergent backgrounds and learnings are bringing novel solutions to bear in their respective healthcare systems. This panel will also discuss some current challenges in employee/patient/consumer experience; the impact of health disparities on patient experience; and the use of digital technologies.  Conference delegates will come away with an understanding of how to deploy immediate real-time, local changes as well as longer-term foundational changes in patient experience.

• Discover some of the critical challenges senior executives face in employee/patient/healthcare consumer experience
• Explore divergent perspectives on the patient/consumer experience, with a focus on practical front-line approaches and longer-term enterprise-wide change
• Understand how state-of-the-art digital technologies are being utilized to advance the healthcare consumer experience

Award-winning presenter and percussionist Josh Robinson will deliver an exhilarating, unifying, and interactive presentation called “Drum in, Drum out.” Josh will share some of his personal wayfinding story of how music helped him navigate trauma and loss, and ultimately find his purpose on the planet helping others. Josh will share and demonstrate how he uses drumming in the health space and in the world to build authentic connections, explore improvisation in real-time, increase empathy and communication, and improve both self and group awareness necessary in teamwork and everyone’s role and value in a community setting.

• Discover team and community building through rhythm
• Understand how drumming is a tool for stress reduction and wellness
• Learn to improve improvisation “muscles”
• Learn to cultivate joy through a shared rhythm

As a unique element of the symposium, delegates will engage in interactive roundtable discussions in response to the opening session. A “PX Host” will guide each roundtable group to enable meaningful exchanges. Attendees will form connections, exchange ideas, and share goals for attending the symposium.

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In the US, 26% identify as disabled, yet they often face hurdles in accessing quality healthcare. Despite calls for integrating disability education into medical practice, many institutions lag. This session sheds light on these challenges, featuring a speaker sharing her healthcare journey. Attendees will gain insights and tools to drive change within their organizations,aiming to improve patient experiences and outcomes for people with disabilities.

• Gain awareness of the systemic barriers and disparities faced by people with disabilities in accessing quality healthcare
• Identify strategies to integrate disability education into healthcare practice and address gaps in accessibility within healthcare organizations
• Develop skills and tools to advocate for and provide more inclusive and accessible care for patients with disabilities within their respective healthcare settings

This presentation will focus on laying the foundation to measure and improve the patient’s care experience in a primary care practice or group of practices. Susan will describe the use of patient experience data to identify safety issues in primary care and how to address these with clinicians and staff. She will briefly discuss establishing a Patient/Family Advisory Council for a primary care practice or group of practices. Susan will share how this work is structured in the MGH Division of General Internal Medicine (DGIM), including how the Division established and manages the following activities:

• Monitoring the patient experience survey data and comments for each practice
• Sharing performance reports, including survey summaries and patient comments, with each practice’s leadership team including, the medical director, administrative and nurse managers on a weekly to monthly basis
• Review of patient comments to identify issues related to service, access to primary and specialty care, and other important safety issues
• Establishing a multi-disciplinary Patient Experience Improvement Committee that meets monthly to review activities and share best practices
• Establishing a Patient Advisory Council that advises on important topics for patients and practice improvement and redesign activities
• Supporting clinician questions and concerns about public reporting of their individual data
• Offering clinician coaching and other trainings for all staff to address improvement needs identified with our patient experience survey and comment data

Have you ever felt unseen or unheard in the workplace? Does lack of work/life balance affect how you show up at work? If employees struggle, organizations struggle, thus affecting your patients and your bottom line. Discover ways to increase retention, improve efficiency and create fair and equitable workplaces.

• Understand the basics of health equity and its impact on the workplace
• Describe how current health equity efforts can be viewed as a business imperative, for both internal and external customers
• Describe ways in which current data collections practices can be improved to be more effective
• Determine low-cost ways that increased equity can be incorporated into practice across an organization

The Wellness-Centered Leadership (WCL) framework is a leadership style just for physicians. The explanatory power of WCL is directly linked to well-being and leadership with Shanafelt et al.’s (2021) research of over 70 years of leadership philosophies documented in their original WCL article. We have been testing physician leader WCL training and the impact on outcomes in our health system, including on patient experience. We have adjusted our model throughout the past year+, and we are excited to share our latest results.

• Clarify the current state of burnout and well-being in physicians and the impact of physician leader behaviors on direct report outcomes
• Define Wellness-Centered Leadership (WCL), which is a style created specifically for physicians, including the history and research built into the style
• Identify specific impacts – outcomes – of utilizing the recommended WCL behaviors for the physician leader and their team

Measures of patient experiences reveal structural disparities in healthcare encounters for patients of color, highlighting unequal treatment, biased interactions, and the enduring impact of racism on patient care. A deep understanding of how patients experience health care enables us to identify the best pathways for addressing disparities across all health outcomes.  MHQP, an independent coalition of key stakeholder groups that has been working for over 20 years to improve the quality of patient care experiences in Massachusetts, has launched a statewide Measured Equity initiative.  Barbra Rabson will share statewide survey results of racial and ethnic disparities in patient experiences and patient comments and how we are using these results to both drive improvements and to monitor effectiveness of health equity efforts.

• Learn why measuring patient experience is vital for advancing health equity
• Understand how patient narratives can drive improvement efforts
• Learn how MHQP is planning to compare racial and ethnic disparities in patient experiences across organizations

Discover the incredible story of a mother who fought tirelessly to save her son from a rare genetic disease. Spending countless nights in hospitals, Laurie realized the unmet emotional needs of young patients and their families. In response, she revolutionized pediatric care by introducing innovative programs that educate, reduce stress, and improve medical plan adherence. Brace yourself for an emotional rollercoaster; prepare to be inspired as Laurie’s unwavering commitment unveils a world where love, understanding, and innovation combine to create an environment where children can heal physically and emotionally. Her story will ignite a fire within you, sparking your desire to make a difference and bring hope to those in need.

• Learn how empathy, resilience, and personal experiences can transform patient experiences, cultivating compassionate healthcare settings
• Apply award-winning leadership principles to elevate patient care standards, fostering excellence in healthcare leadership
• Explore advocacy on ethical medical issues to guide strategic integration of ethics into hospital frameworks

When we understand who a patient is outside of their clinical records, it opens up new possibilities to provide digital experiences that are more personalized and connected than ever before. In this informative session, you’ll learn how this digital flywheel effect empowers health systems to improve key moments in a patient’s journey and personalize the digital aspects of their consumer experiences.

• Understand how the latest advancements in technologies are empowering more personalized consumer experiences
• Discover how leading health systems are using a digital flywheel to drive ongoing patient engagement
• Learn a framework to measure the ROI of digital experiences and build consensus with all key stakeholders

Understanding disparities in ambulatory pediatric patient experience is critical to improving patient experience for all. In this session, we will describe how we at Boston Children’s dove into the experience of our patients in our ambulatory clinics to understand the why behind racial/ethnic and socioeconomic differences we found.  We conducted extensive qualitative interviews and utilized a multi-step user design centered approach to identify targets for improvement. This session will end with outlining the initiatives in place to address these targets.

• Understand reasons for disparities in pediatric ambulatory care experience
• Learn about an approach to develop targets to address disparities in pediatric ambulatory care experience
• Apply strategies for decreasing disparities in pediatric patient experience

In this session, you will learn AdventHealth’s framework for implementing an improvement and sustainment patient experience strategy across a 52-hospital system spanning nine states. Getting back to basics was essential. A strategy will be shared to get there including the tools and the mechanisms utilized to foster collaboration and a learning culture. Presenters will also share their progress to standardizing how they define and deliver an exceptional and consistent experience across settings. This comprehensive approach may serve as a blueprint for healthcare institutions seeking to elevate patient experience and foster organizational excellence.

• Describe an approach to drive system-wide patient experience strategy in a large, complex health system
• Identify key strategies for building a culture of collaboration and learning
• Define key partnerships and corresponding roles in driving evidence-based practices

Emerging from the patient advocacy movement in the 1970s and driven by the Centers for Medicare & Medicaid Services (CMS), along with influential publications like “To Err is Human” and “Crossing the Quality Chasm,” patient satisfaction has become a cornerstone of healthcare organizations. Integrating the principles of the Triple Aim, and now the Quadruple Aim, into operational plans is nearly ubiquitous. The COVID-19 pandemic has significantly impacted these efforts, propelling some functions forward while obstructing others. As we advance toward a more holistic view of healthcare, aiming to humanize the experience for all, it may be time to reassess our traditional patient experience structures.

• Explain the broad history of the Patient Experience movement
• Identify and discuss two common misconceptions about the relationship between provider and patient experience
• Critique the current structure of patient experience departments

Learn how one organization drives patient experience results by empowering local leaders to mentor, coach and manage patient experience performance.

• Understand effective strategies for sharing patient experience data
• Learn techniques for building strong patient experience culture
• Identify factors that may be affecting clinician performance and adjust support to meet specific clinician needs

In an evolving healthcare landscape, the relationship between payers and providers is critical in shaping the experiences of patients and members. This panel will delve into the key issues and strategies pivotal to enhancing these experiences, focusing on the payer’s perspective.

• Explore the challenges and opportunities in cultivating effective payer-provider relationships
• Share best practices and success stories in enhancing member and patient experiences
• Discuss the impact of value-based healthcare on payer strategies and member outcomes
• Identify actionable steps for strengthening payer-provider collaboration to drive better health results

Many in the healthcare workforce are burning out and becoming dissatisfied with their jobs, which was true even before COVID-19 exacerbated demands on workers. Our research assesses the role that feedback from patients about their care experiences in their own words (termed “patient narratives”) plays in the well-being of healthcare personnel who care for them. Our hypothesis – building from organizational theory that links worker experience to customer experience and vice versa – was that frequent and useful feedback from patients in their own words is associated with reduced burnout and increased job satisfaction, which would suggest the importance of providing such feedback to personnel as an intervention. This session will show the test of our hypothesis using survey data from clinical and administrative staff affiliated with 22 ambulatory care practices associated with NewYork-Presbyterian. In this setting, we found support for our hypothesis and that providing healthcare professionals with patient narratives was associated with increased job satisfaction because this feedback provides positive reinforcement of professionals’ efforts (an emotional resource), greater confidence in knowledge of patients and practice (a knowledge resource), and guidance for taking part in patient-inspired behavior change (meaningful action). This presentation concludes with the implications of these findings for health policy and practice.

• Summarize research findings about the information provided by patient narratives
• Report on the association between patient narratives and workforce well-being in the context of ambulatory care
• Explain pathways by which patient narratives and well-being are related

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