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Patient Experience Conference 2018 - Pre-Conference Workshops
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April 16-18, 2018 • Hyatt Regency Chicago • Chicago, Illinois

Why Attend

Certified Patient Experience Professional (CPXP) Preparation Course

Sunday, April 15, 9:00 AM - 4:30 PM

Hyatt Regency Chicago

Registration Fee: $650 Members / $750 Guests
Includes CPXP Workbook.
Add this preparation course during the registration process.

Thinking about taking the CPXP examination, but unsure where to start your preparation? Join the interactive prep workshop reviewing the four domains outlined in the Certified Patient Experience Professional Classification System on which the CPXP examination is based. The course will share content from the PX Body of Knowledge courses related to the domains and job tasks and provide an opportunity to test your understanding of key concepts. In addition, participants will receive The Beryl Institute's 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.

During the course, participants will:

  • Review content from the PX Body of Knowledge courses most related to the CPXP Classification System
  • Test your understanding of key concepts
  • Gain insights and strategies in preparing for the CPXP Examination
  • Interact with current CPXPs as they share recommendations & insights in achieving the CPXP Designation

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, April 16, 8:30 - 11:00 AM
General session begins at 1:00 PM

2 Co-Design Models: 1 Big Step Towards Human-Centered Healthcare

Engaging patients and families in quality improvement efforts is critical to improving patient experience. Experience-based co-design (EBCD) and Human Centered Design at Kaiser Permanente (HCD@KP) are innovative models of co-design that partner a diverse group of community members with staff throughout the entire process of identifying improvement opportunities and then developing and implementing sustainable, measurable patient experience solutions. In this session, participants will learn concrete strategies to implement next level-partnership approaches that empower, engage and heal both staff and community members.

Participants will:

  • Identify strategies for building robust and adaptable patient/family programs
  • Discuss the EBCD and HCD@KP approaches that enable organizations to address staff concerns while delivering experiences, services and outcomes that surpass consumer expectations
  • Describe concrete strategies for co-designing patient experience solutions


Jonathan Bullock
National Leader, Person and Family Centered Care
Kaiser Permanente



Allison Chrestensen MPH, OTR/L
Primary Patient and Family Engagement Consultant
Tandem Healthcare Solutions

Tiffany Christensen
Vice President, Experience Innovation
The Beryl Institute



Catherine Dale
Programme Director - Patient Safety and Patient Experience
Health Innovation Network



Engagement as a Way of BEING: An Essential Ingredient to Experience Excellence

With an increasing focus on ‘employee engagement’ and the associated links to improving the patient experience, organizational leaders are planning, measuring and implementing initiatives to improve engagement. Consider for a moment, however, that (Employee) Engagement is NOT an initiative, but a Way of BEING - individually and organizationally - which influences the interactions, relationships and perception of the experience … for everyone.

Filled with ideas, and exercises that introduce new ways of BEING, and shifts the thinking from ‘what can I do’ to ‘how can I BE’, this workshop begins by asking the participant to ‘turn their observers on’ to discover the best in people. Together we’ll explore the essential ‘E’s’ - how we show up as patient experience leaders - to engage others and support meaningful change. We’ll dive into the fundamentals of a strengths-based coaching approach aimed at bringing awareness to the magnificence in each other and the impact of your team’s ‘way of BEING’, engaging them into what is purposeful and meaningful in the care of their patients. We’ll examine the science behind strengths and therapeutic relationships to appreciate how, when acknowledged and cultivated, leads to well-being, fulfillment and experience excellence.

Participants will:

  • Leave equipped with the ‘super-power’ to turn their observers on to discover and acknowledge the magnificence in themselves, their employees and their colleagues
  • Define individual engagement, and its importance to fulfillment, joy, well-being, and performance
  • Leverage coaching principles and practices to discover and encourage the best in people
  • Energize, Equip and Encourage shifts in mindset to support extraordinary experiences for the patient, family and healthcare individual

Note:  This workshop includes a follow-up virtual session for all participants, after the conference, to share their experience in adopting their new ways of BEING.


Diane Rogers, CPXP
Founder & President
Contagious Change



Leading Your Patient Experience Strategy to the Next Level

Based on overwhelming participant feedback, this session is a repeat from Patient Experience Conference 2017.

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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