1. Can you share a brief overview of your role and how it connects to patient and staff experience in healthcare?

I am associate chief experience officer for the system, which means I oversee patient experience strategy, implementation, and rollout for systemwide interventions and initiatives designed to strengthen patient/family experience.

2. In your opinion, what are the biggest challenges and opportunities in enhancing human experiences in healthcare today?

Patient/family (and staff) expectations seem to be becoming higher—it’s harder to meet expectations. Healthcare is not easily conductive to the streamless, frictionless, instantaneous delivery in the same way that other industries are.

3. How do you see technology, such as AI and digital health solutions, shaping the future of patient and staff experiences?

They can supplement experience but not replace human touch. Digital technologies must make lives easier, not harder.

4. With the shift toward healthcare consumerism, how can healthcare organizations balance operational efficiency with delivering personalized, compassionate care?

I don’t think we have a good sense of how to balance those needs yet—how to strike it yet. Only this: Most patients desire efficiency. They want to spend less time doing things, and automation can help them. But it does be created well.

5. What innovative strategies or best practices have you implemented (or observed) that significantly improved patient or staff engagement and well-being?

Rounding well. There’s nothing that replaces high-quality rounding to connect with our patients on their concerns or needs, but it does must be done well. Otherwise, rounding just becomes a waste of everyone’s time, including the patients.

6. What key takeaways or actionable insights do you hope attendees will gain from your session at the International PX Congress?

Practical, actionable insights and strategies that they can implement into their own practice.