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Patient Experience Conference 2017 - Pre-Conference Options
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March 20-22, 2017 • Hyatt Regency Denver • Denver, Colorado

Why Attend
Community Gatherings

Certified Patient Experience Professional (CPXP) Preparation Course

Sunday, March 19, 1:00 - 5:00 PM

Colorado Convention Center
(Next to Hyatt Regency)

Registration Fee: $400 Members/Guests
Add this preparation course during the registration process.

Thinking about taking the CPXP examination, but unsure where to start your preparation? Join The Beryl Institute’s Patient Experience (PX) Body of Knowledge faculty for this half day workshop reviewing the four domains outlined in the job classification on which the CPXP examination is based. The session will share content from the PX Body of Knowledge related to each domain and provide an opportunity to test your understanding of key concepts. In addition, participants will receive the CPXP workbook offering recommendations and important considerations as you develop a personal study plan in preparation for the CPXP examination and current CPXPs will share their insights and preparation strategies in a panel discussion.

Pre-Conference Workshops

Get even more from your conference experience by attending one of the three concurrent pre-conference workshops held Monday morning before the general conference session. Add one of these workshops during the registration process.

Registration Fee: $300 (Includes breakfast)

Monday, March 20, 8:30 - 11:00 AM
General session begins at 1:00 PM

7 Steps to Sustainability: Operationalizing Your Patient and Family Advisor Program

With the national focus on improving experience, quality and safety, hospitals and health systems are partnering with patient family advisors (PFAs) in a variety of roles. As the patient experience movement continues to gain momentum, the importance of utilizing evidence-based approaches for engaging patients and families becomes ever more clear. Building an effective and sustainable PFA program that serves as a key resource for all improvement initiatives requires comprehensive training and careful planning. This is a highly rated, interactive program taught by national experts who share real life examples and solutions to the challenges many of us face in implementing a successful Patient and Family Advisor Program.

Participants will:

  • Work towards building a solid foundation and long-term plan for developing, launching, evaluating and sustaining a Patient Family Advisory Program
  • Learn concrete tools necessary to implement a comprehensive orientation for PFAs
  • Discover ways to partner with patients and families in a variety of quality improvement efforts


Allison Chrestensen MPH, OTR/L
Principal Consultant, Tandem Healthcare Solutions


Tiffany Christensen
Performance Improvement Specialist
NC Quality Center


Tanya Lord PhD, MPH
Director of Patient and Family Engagement
Foundation for Healthy Communities



From Influence to Impact – Three Skills Every PXP Must Master

Many organizations have only recently introduced the patient experience leader role. As a new and emerging discipline, patient experience professionals (PXPs) must continue to evolve in order to lead effectively and achieve lasting results. This session was created based on input from over 170 participants in Kristin Baird’s Patient Experience Conference 2016 presentation. Participants revealed sources of pride as well as ongoing struggles revealing the timeliest issues in the profession. You spoke – we listened and created this information-packed, hands-on workshop to help you build essential skills.

Participants will:

  • Learn how to get stakeholders involved
  • Discover how to be a change agent and consultant
  • Find what it takes to make a real impact on your organization and the patients you serve


Kristin Baird
Baird Group




Angela Fieler MPA, CMQOE
Consultant, Consulting Division
Baird Group


Janet Schulz MBA, FACHE
Senior Vice President, Consulting Division
Baird Group



Leading Your Patient Experience
Strategy to the Next Level

Based on overwhelming participant feedback, this session is a repeat from Patient Experience Conference 2016.

This session will guide you in assessing your current patient experience effort and identifying the critical steps that will lead your strategy to the next level. The result: strengthened and sustained impact on HCAHPS scores, patient outcomes and employee and physician engagement. Participants will learn to critically evaluate existing plans and build a strong road map for continued success.

Participants will:

  • Engage in strategy mapping: Shaping your strategy, from past, to present and future
  • Conduct effective program audits: Recognizing, acknowledging and addressing key accomplishments, barriers to success, employee and physician engagement, the impact, of current strategies, and your goals going forward
  • Identify and evaluate strategic options: Achieving both breadth and depth and learning to overcome the five most common barriers to strategy implementation and sustainability
  • Shape a refreshed or revised plan: Building a road map that best fits your strategy’s needs, developmental stage, and organizational objectives



Wendy Leebov
Language of Caring



Jill Golde
Language of Caring



Dorothy Sisneros
Language of Caring


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The Beryl Institute
550 Reserve St., Suite 190 #26
Southlake, Texas 76092