Dr Jason A Wolf, PhD, CPXP is a passionate champion and recognized expert on patient experience, organization culture and change, and performance optimisation in healthcare. As President of The Beryl Institute, Dr Wolf leads the global community of practice and is the thought leader on patient experience excellence, engaging over 55,000 members and guests in more than 70 countries and establishing the framework for the emerging profession of patient experience.

Dr Wolf is the Founding Editor of the Patient Experience Journal, the first peer-reviewed journal committed to research and practice in patient experience improvement. He also established the Patient Experience Institute, an independent, non-profit organization committed to the improvement of patient experience through evidence-based research, continuing education and professional certification and currently serves as its President. Dr Wolf is the respected author of numerous publications and academic articles on culture, organization change and performance in healthcare, including two books on Organization Development in Healthcare and over 40 white papers and articles on patient experience excellence and improvement. Dr Wolf also received the American College of Healthcare Executives (ACHE) 2018 Dean Conley Award for his article "Patient Experience: The New Heart of Healthcare Leadership", published in the spring 2017 issue of Frontiers of Health Services Management.

Presentation Synopsis
To Care is Human: Patient Experience, the New Strategic Heart of Healthcare

It is time to reframe our thinking on patient experience and reinforce the core strategies driving the human experience at the heart of healthcare today. In acknowledging that every person has the potential to impact the human experience in healthcare, we will look at the foundational concepts of experience, why it matters and the impact it can have. Through exploring the findings of two landmark studies from The Beryl Institute – Consumer Perspectives on Patient Experience 2018 and To Care is Human: The Factors Influencing Human Experience in Healthcare Today – we will identify the common themes and opportunities found in looking at the patient experience movement from a global perspective, the implications for action and the opportunities for leadership. Be prepared to challenge your thinking, explore new ideas and walk away reignited to engage in leading the global effort to achieve patient experience excellence.

Patient Experience and the Power of “&”: Measuring What Matters Most for Experience Excellence

Explore the framing of patient experience and why it must be a critical focus for healthcare leaders now more than ever. In clarifying the broad and integrated nature of experience and understanding what a focus on experience can help achieve, participants will reinforce the opportunities present in the experience era healthcare now finds itself. The critical idea is that experience is not about a series of either/or, but rather found in the “Power of ‘&’”. Through reviewing the most recent findings from the newest report – The State of Patient Experience 2019 – and hearing from the voices of patients and providers themselves, how we understand and ultimately measure success in patient experience will be explored. Participants will take away new insights and inspirations for how they will identify and act on what matters most to the healthcare experience.