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Patient Experience Conference 2019 - Pre-Conference Workshops
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April 3-5, 2019 • Hyatt Regency Dallas • Dallas, Texas

Why Attend

Certified Patient Experience Professional (CPXP) Preparation Course

Tuesday, April 2, 9:00 AM - 4:30 PM
Hyatt Regency Dallas

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 Beryl Institute’s Patient Experience (PX) Body of Knowledge faculty for 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 Wednesday morning before the general conference session. Add one of these workshops during the registration process.

Registration Fee: $300 (Includes breakfast)

Wednesday, April 3, 8:30 - 11:00 AM
General session begins at 1:00 PM

Assessing Your Patient Experience Journey: A Framework for Experience

Shaped by the contributions and learnings of our patient experience community, the Experience Framework includes eight strategic lenses through which organizations can address experience improvement and excellence. The framework offers a practical application to align knowledge, resources and solutions.

Attend this workshop to hear an overview of the Experience Framework and engage in discussion as you evaluate where your organization is excelling as well as identifying specific opportunities for improvement.

Participants will:

  • Describe the overall intent of the framework
  • Discuss the importance of the eight lenses included in the Experience Framework in leading experience efforts
  • Apply the Experience Framework in evaluating (assessing) where your organization is excelling and the areas of opportunity
  • Engage in Human Center Design activities to brainstorm ways to address gaps identified in the Experience Framework
  • Be equipped to share the Experience Framework within your own organization to align resources and solutions



Tiffany Christensen CPXP
Vice President, Experience Innovation
The Beryl Institute



Deanna Frings MS Ed, CPXP
Vice President, Learning & Professional Development
The Beryl Institute


Advancing Care Transitions: A Collaborative Approach

Sometimes considered the composite late to the HCAHPS party, Care Transitions is an important and not yet tackled one across the country. Three major domains that patients have identified in qualitative studies as critically important to their experience with coordination out of the hospital; namely understanding one’s self-care role in the post-hospital setting, medication management, and having one’s preferences incorporated into the care plan.

Improving the patient’s healthcare experience requires better information transfer between health care providers and patients, as well as increased patient activation and improved workflow processes. A case study will be shared which utilized a series of “Learning Session” webinars and in-person meetings to provide a systematic, comprehensive approach to this multi-faceted problem for multiple hospitals.

Participants will:

  • Be introduced to concepts of how care transitions connects with other HCAHPS composites
  • Understand key tools and strategies to utilize for effective care transitions.
  • Understand the key principles of Lean process improvement and how these can be useful in understanding processes and creating changes in care transitions
  • Be given information about partnering with community partners, such as local nursing homes or assisted living areas, to evaluate and improve transitions of care with this patient population



Kevin Campbell
DTA Associates, Inc.




Janiece Gray
Co-Founder and CEO
DTA Associates, Inc.


Leading Your Patient Experience Strategy to the Next Level

Based on overwhelming participant feedback, this session is a repeat from Patient Experience Conference 2018.

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 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



Jill Golde
SVP, Market Development
Language of Caring, a Branch of Planetree International



Wendy Leebov
SVP, Market Development
Language of Caring, a Branch of Planetree International



Dorothy Sisneros
SVP, Client Services
Language of Caring, a Branch of Planetree International


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