Airica Steed, EdD, MBA, RN, CSSMBB, FACHE, Enterprise Chief Experience Officer at University of Illinois Hospital & Health Sciences System

Airica Steed, EdD, MBA, RN, CSSMBB, FACHE


Enterprise Chief Experience Officer
University of Illinois Hospital & Health Sciences System

Check out the incredible speaker line-up to see who will be joining Airica.

Download The Latest Agenda

Day 2

Wednesday, March 12th, 2014


09:40 Keynote: Overcoming Obstacles To Elevate The Organizational Experience

In the wake of health reform coupled with plaguing organizational obstacles, such as a highly unionized and civil service environment, UI Health embarked upon a transformational journey to create a worldclass experience for patients, families, employees/ volunteers, and providers across the care continuum coined the “UI Health Experience”. The underpinning of this journey encompasses a commitment to becoming the provider and employer of choice by embracing a personalized patient-family centered culture, an engaged and committed workforce and leadership, innovating and implementing leading next and best practices from both inside and outside of healthcare, and using lean improvement methods to drive continuous change. Learn how our publicly funded academic safety net health system overcame adversity and demonstrated a breakthrough operational and cultural transformation with measurable success, including a world class experience, higher value, and exceptional quality of care.

• Highlight burning platform for transformational
change in a publicly funded academic safety net
environment
• Outline a “real-world” case study and experience
transformation journey, including best practices
and “customer centered” strategy
• Share breakthrough outcomes, obstacles
overcome, and lessons learned that could be
translated in other environments

10:30 Panel: Chief Patient Experience Officer Perspectives - Insider Tips For Running An Effective PX Department

A newer seat in the hospital and health system c-suite is the Chief Patient Experience Officer. But what does this role really entail? Here some lessons learned from CXOs making a difference at their organizations.