Unlock Strategies at NRC Health’s HUB25 User Forum Sessions

In an era when healthcare organizations are rethinking every touchpoint of the patient journey, NRC Health's Human Understanding Beyond | HUB25offers a timely and transformative space for leaders to explore what truly drives human-centered care.

At the NRC Health User Forumsessions,healthcare leaders, innovators, and changemakers will gather to explore cutting-edge strategies for transforming care delivery.

Whether you're a healthcare executive, clinician, marketer, or patient experience professional, these sessions are designed to inspire and equip you with tools to drive meaningful change. Here's a closer look at three standout sessions you won't want to miss.

Turning Consumer Insights into Action: The Marketing-Operations Partnership in Patient Experience

Presented by:

• Meagan Mackerer, Director Market Research & Insights, Virtua Health
• Hester Villanueva, Assistant Vice President, Operations, Virtua Medical Group

This session showcases how Virtua Medical Group-a network of medical and surgical physicians affiliated with Virtua Health-has built a powerful alliance between marketing and operations to elevate the patient experience. By leveraging patient experience survey data, online reviews, and market research, the teams identify unmet needs and areas for improvement across the care journey.

Why It Matters:
Healthcare organizations often struggle to translate consumer feedback into operational change. This session demonstrates how interdisciplinary collaboration can help bridge that gap. Marketing brings deep insights into consumer behavior, while operations can ensure that those insights are applied to improve access, streamline processes, and enhance frontline interactions.

Key Takeaways:

• Learn how to foster collaboration between clinical operations and marketing.
• Discover key sources of patient feedback and how they inform practice improvements.
• Explore strategies for applying consumer behavior insights to improve communication and access.

Improving Patient Experience at the Front Line by Using NRC Health's nGage Platform

Presented by:

• Molly Thompson Chavez, MHL, Vice President, Access & Operational Excellence, Lehigh Valley Health Network
• Joseph DeFulvio, D.O., M.B.A., Chief Medical Officer, Lehigh Valley Physician Group
• Leilani Souders, CPXP, Director, Patient Experience, Lehigh Valley Health Network

Lehigh Valley Health Network (LVHN) is redefining how frontline staff engage with patient experience. Instead of relying solely on clinician feedback and encounter-based surveys, LVHN developed a frontline feedback program using NRC Health's nGage platform. This innovative tool allows staff to voluntarily request feedback on their behaviors and interactions, fostering a culture of continuous learning and personal development.

Why It Matters:
Frontline staff are the face of healthcare. Empowering them to take ownership of the patient experience not only improves outcomes but also strengthens organizational culture. This session offers a blueprint for how to implement feedback systems that drive accountability and engagement.

Key Takeaways:

• Understand the link between organizational culture, frontline engagement, and patient experience.
• Learn how to design and implement a frontline-driven feedback program.
• Explore the early impact of engagement initiatives on healthcare culture and metrics.

Twelve Hospitals, One Experience: Standardizing Patient Experience Strategy in an Academic Healthcare System

Presented by:

• Sean Michael von Gunten, M.B.A, CPPS, CPHQ, Senior Program Manager, Patient Experience, Mass General Brigham

Mass General Brigham, a leading academic healthcare system based in Boston, is on a mission to unify patient experience across its twelve hospitals. By streamlining over 100 question pods into standardized surveys and leveraging NRC Health for data collection and star-rating publication, the organization is building a cohesive strategy that supports system-wide goals.

Why It Matters:
Standardization is key to scalability and consistency in large healthcare systems. This session provides a behind-the-scenes look at how Mass General Brigham is aligning its patient experience efforts to drive data-driven improvements.

Key Takeaways:

• Review best practices for patient experience surveying in large systems.
• Identify necessary changes to support system-wide improvement.
• Understand the pros and cons of building a new approach to patient experience.

Why These Sessions Are Essential for Healthcare Leaders

The concurrent sessions at HUB25 are opportunities to learn from peers who are pushing the boundaries of what's possible in healthcare experience. Each session offers practical strategies, real-world examples, and measurable outcomes that attendees can take back to their organizations.

What You'll Gain:

• Fresh perspectives on integrating consumer insights into care delivery.
• Proven methods for engaging frontline staff in patient experience initiatives.
• Scalable strategies for standardizing experience across complex healthcare systems.

Don't miss your chance to be part of the conversation. Register for HUB25and join us in shaping the future of patient experience.