Summit Agenda


2022 PRC Healthcare Experience Summit Logo

9 a.m.

Healthcare Experience Summit Welcome

9 – 9:15 a.m.

Hosted by:

  • Audrey Page, CPXP, Senior Vice President, Patient Experience Solutions at PRC
  • Laurie Speaks, Senior Vice President, Client Success at PRC

Keynote Session: Measuring What Matters

Hosted by:

9:15 – 10 a.m.

  • Jennifer Carron Passon, MSOM, CPXP, Patient Experience Officer at BJC HealthCare

10 a.m.

Patients Say the Greatest Things

10 – 10:45 a.m.

Hosted by:

  • Bill Nole, MBA, CPHQ, CPXP, Director, Quality at Saint Francis Health System

Expanding Patient Loyalty among Physicians and Advanced Practice Providers

10 – 10:45 a.m.

Today’s Experience is Tomorrow’s Reputation: Understanding the Critical Role of Patient Experience in Online Reputation Management

10 – 10:45 a.m.

Hosted by:

  • Andy Ibbotson, CEO at RatingsMD

11 a.m.

The Subtle, Yet Important, Nuances of Patient Experience vs. Satisfaction

11 – 11:45 a.m.

Hosted by:

  • Michelle Brady, MSHAL, BSN, RN, CPXP, Chief Experience Officer at MyMichigan Health

Connection Above Operations: How Asante has Fostered a Connection-inspired Culture to Drive Operational Results

11 – 11:45 a.m.

Hosted by:

  • Shea Quinn, M.Psych., CCMA, CPXP, Patient Experience & Provider Wellness Program Manager at Asante

12 p.m.

Healthcare Leadership Awards Presentation

12 – 1 p.m.

Hosted by:

  • Katie Owens, President at Healthcare Experience Foundation
  • Laurie Speaks, Senior Vice President, Client Success at PRC

1 p.m.

Our Personal Journey: A story we never would have written

1:15 – 2 p.m.

Hosted by:

  • Kris Tennant, OTR/MPT, Interim President at Sparrow Clinton Hospital

Reaping Engagement: Developing Bonds Long Before Commitment

1:15 – 2 p.m.

Hosted by:

  • Mariela Alvarez-Sosa, MBA, SPHR, CPRP, Vice President, Physician Recruitment and Engagement Division at Memorial Healthcare System

2 p.m.

Fostering Health Equity by Creating Equitable Housing: An Anchor Institution’s Journey

2 – 2:45 p.m.

Hosted by:

  • Kenneth M. Morris, Jr. MHA, MA, Vice President, External Affairs at St. Joseph’s Health

Nursing Career Coach

2 – 2:45 p.m.

Hosted by:

  • April Tinsley, RN, MBA, NE-BC, CPXP

3 p.m.

How Administrative Burdens Diminish the Human Connection

3 – 3:45 p.m.

Hosted by:

  • Dr. Matthew S. Fidler DHA, MA, CPXP, Director of Patient Relations/Experience at Augusta Health

Centered on Patients and Families . . . Co-Designing Coordinated, Compassionate Communication

3 – 3:45 p.m.

Hosted by:

  • Jill Mechler, Senior Manager, Patient and Family Experience at St. Louis Children’s Hospital; BJC Healthcare

Restoring a Culture of Civility

3 – 3:45 p.m.

Hosted by:

  • Jeff Robbins, MBA, CPXP, Director of Healthcare Coaching at Healthcare Experience Foundation

Healthcare Experience Summit Closing

3:45 – 4 p.m.


View Speaker Bios Here