Learn more about what patient empathy and experience means to members of the healthcare community.

2. Joe Greskoviak
CEO, Press Ganey
“You have to look at the enterprise
through the lens of performance and
improvement. You have to break down
silos. Look at overall enterprise
performance and distill that down into
opportunities that give you the greatest
ability to distill change.
So what that means is doing less in a
focused, material way to drive change
in healthcare.”

3. Leslie Evans
Director of the HIMSS Innovation Center
“Patient engagement is the key to
success because we really need to keep
the patient at the center. If we’re
designing solutions that are going to
impact them and we’re going to make
the changes necessary to improve their
lives, listen to them, spend time with
them and consider what is most
valuable.”

4. Swapna Kakani
“Patients definitely need to know all of
their options that can really affect all of
their health outcomes and
unfortunately, currently, finding out
options is not on one seamless path.
It comes from different avenues and
different timings and that can be hard
and inconsistent among all patients.
The right care at the right time in the
right place truly matters.”
Patient and Health Advocate

5. Jennifer Muehle
“I’m really excited for this year’s Summit
because I get to connect to other
thought leaders who drive experience
at their organizations. When we learn
about empathy, we learn how to
express it and make it more of a human
experience. I really revel in it here at the
Summit, becoming more human and
being able to interact more on the
human level.”
Program Coordinator, Cleveland Clinic

6. Lori Kondas
“As we try and find ways to add the
digital perspective, it still has to be
about the patient. So when you talk
about new design, or new technology, I
think continuing to challenge ourselves
to say ‘But does this work for the
patient?’ If we’re putting it in their
hand or in front of them, is it helping
their journey, is it making it seamless
and are we staying connected in that
way?”
Executive Director, Office of Patient Experience, Cleveland Clinic

7. Mike Bechtel
“Technology exists to enable providers
to have more time in their busy lives,
but we continue to add more and more
tasks to healthcare providers. How do
we free up those mundane tasks via
technology to allow them to personally
connect with their patients?”
VP North America Sales, Oneview Healthcare

8. Silvia Perez-Protto
“The most important thing I can teach is
to explore, don’t assume. When you
explore, you can be a partner in this
journey. Do not be afraid to go for
training. The more you train, the easier
it is, because you are going to be more
present with less stress and mindful of
the moment.”
Director, End of Life Care, the Cleveland Clinic

9. Rebekah Angove
“Cost is a really sensitive topic. What
we are hearing from patients is that
they want to have these conversations
with their providers and this
information is really important for them
to understand their treatment choices
and to make decisions on those
choices.”
VP Patient Advocate Foundation

10. Pam Holt
“There’s been a push in the market for a
long time for empathy and a lot of people
have thought that empathy has to come
from a human touch. But what we realize is
human touch isn’t scalable
So what we discovered in the is we can
deliver empathy using technology with a
consistent common voice, inflection and
pace and we can create that human touch
with technology to effectively scale our
clinicians and our staff to give our patients
the best experience possible.”
Consulting Director, Wolters Kluwer