Exploring the Patient Experience

Creating a culture where the patient experience is a top priority should be a goal of all leaders at medical groups and health systems if they want to remain competitive in their marketplace. Now more than ever, it’s important to know how investing in strategies such as leadership, communication training, behavioral interviewing, and score transparency can promote a culture that makes for effective patient engagement. During this preconference workshop, we have invited the world-renowned Disney Institute to provide an overview of their model of customer service that has made their destinations so consistently popular. In addition, there, award-winning AMGA members will present their best practices in patient engagement and satisfaction.

9:00 a.m. – 9:15 a.m.


Welcome and Introductions

9:15 a.m. – 12:00 p.m.


Disney Institute Leaders

12:00 p.m. – 1:00 p.m.

Networking Lunch

1:00 p.m. – 2:00 p.m.


Culture-Driven Patient Experience: Dreyer’s Journey to Improve Patient Satisfaction by Paying Attention to Physician Satisfaction
Charles Ireland, DO, Board Member, Advocate Medical Group

Provider Toolbox

2:00 p.m. – 3:00 p.m.

Satisfying Demographics: Opportunities to Improve the Patient Experience
John Fitzgerald, MD, MBA, President and Chief Executive Officer, IU Health Physicians

3:00 p.m. – 3:15 p.m.


Refreshment Break

3:15 p.m. – 4:15 p.m.

Panel Discussion

4:15 p.m. – 4:30 p.m.