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Regional Roundtable - Newark
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This one-day program brings together the voices of healthcare leaders, staff, physicians, patients and families to convene, engage and expand the dialogue on improving patient experience. Through inspiring keynote sessions and working group discussion, participants will leave with an expanded network, renewed energy and actionable ideas to support patient experience efforts at their own organizations to improve the experience of patients, their families and caregivers.


Presenting Sponsor:

Host Site:

Gold Sponsors:

Meal Sponsors:

October 13, 2016
9:00 AM - 5:00 PM

Host Site:

Christiana Care
John H. Ammon Medical Center
4755 Ogletown Stanton Rd
Newark, DE 19713


 $275 Members / $325 Guests
Includes breakfast and lunch.



Make Connections with other patient experience leaders.
Be Inspired to continue the journey to improve patient experience.
Take Away New Ideas to enhance your patient experience efforts.

9:00 AM - 5:00 PM
(Continental breakfast available beginning at 8:00 AM)

Welcome and Introductions
Morning Keynote: Mindfulness, Empathy and Engagement: The Soft Skills Revolution
Working Group Sessions
Networking Lunch
Working Group Reports and Discussion
Afternoon Keynote: Because He Can: What One Mother’s Journey to See Her Son for His Abilities Can Teach Us About Patient Experience
Summary and Call to Action
Tour of Christiana Care


Morning Keynote

Wendy Leebov
Mindfulness, Empathy and Engagement: The Soft Skills Revolution

No doubt, communication quality has a far-reaching impact on the patient experience, patient safety, risk reduction, CAHPS scores, patient retention and staff gratification. Yet, in the past, many have considered these skills "soft skills" and have not applied rigorous, proven methods for helping caregivers strengthen and apply these skills. In this session, Wendy will describe three essential communication competencies and demonstrate vividly that they are now measurable, teachable, achievable--and powerful in improving the patient experience, staff quality of life and outcomes.

Wendy Leebov is a lifelong advocate for creating healing environments for patients, families, and the entire health care team, Wendy has helped hospitals and medical practices enhance the patient experience. Wendy is Managing Partner of the Language of Caring, LLC. Previously, she served as President of the Leebov Golde Group and before that, change coach and Vice President for the Albert Einstein Healthcare Network in Philadelphia. A communication fanatic, Wendy has written more than ten healthcare books and developed The Language of Caring program that dramatically improves HCAHPS performance and the patient and family experience.

Afternoon Keynote

D’Anna Holmes
Because He Can: What One Mother’s Journey to See Her Son for His Abilities Can Teach Us About Patient Experience

A mother and first hand patient experience expert, D’anna credits her knowledge and passion for patient experience to her son Mason. She has been advocating and navigating our complex healthcare system on Mason behalf for more than 12 years. Through her real life experiences, participants will hear more about her perspective as a POP (Parent of a Patient) and begin to understand what really matters to patients and their families. She will also share how her refusal to see her son as anything less than capable has influenced her to drive change as a healthcare professional. D’Anna will leave you with the one question you can ask yourself every day that will change how you think about patient experience.

D’Anna Holmes plunged into the world of family and patient experience after giving birth to her son 3 months prematurely. In her experiences as an advocate and caregiver for her son, D’Anna has been featured in a number of magazine publications, news broadcasts and on the Oprah Show. Wanting to get more involved with patient and family experience professionally, she has gone on to work with a number of acute care organizations in roles focused on patient satisfaction, patient engagement and Joint Commission readiness. D’Anna currently works with Northwestern Memorial Hospital as a Program Manager in Patient Engagement.

Presenting Sponsor Lunch Presentation:

Presented by
Gautam Mahtani
Founder and CEO, Care Experience


Tour Information

We invite you to conclude your roundtable experience by taking a tour of one of Christiana Care.

Christiana Care
John H. Ammon Medical Center
Main Auditorium
4755 Ogletown Stanton Rd
Newark, DE 19713

If arriving by air, please allow approximately 15 minutes for travel from New Castle Airport and Christiana Care or 45 minutes for travel from Philadelphia International Airport and Christiana Care.

Regional Roundtables offered by The Beryl Institute are eligible for Patient Experience Continuing Education Credit (PXEs) pending approval.

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