Your Health Team Attends National Patient Experience Symposium — Bringing Inspiration Home
Members of the Your Health Patient Experience Team recently attended the Patient Experience Symposium in Boston — a nationally recognized gathering of clinicians, executives, and innovators focused on advancing the human side of healthcare.
Throughout the conference, one theme echoed across every session: clinical excellence and human connection are not competing priorities — they’re inseparable. Every interaction, every moment of compassion, contributes to trust, adherence, and outcomes.
The symposium opened with Alisahah J. Jackson, MD, President of the Lloyd H. Dean Institute for Humankindness at CommonSpirit Health, who challenged us to consider compassion as a measurable, evidence-based component of care. “It takes only 40 seconds to show compassion,” she said — forty seconds that can profoundly influence a patient’s trust and willingness to engage in their care plan.
Mark E. Manigan, Esq., President and CEO of RWJBarnabas Health, and Dwight McBee, MBA, BSN, RN, CPX, Chief Experience Officer, shared their approach to reaching underserved and rural patients through a Community Health Worker (CHW) model — a reminder that health equity begins with accessibility and authentic relationships beyond the walls of our clinics and hospitals.
We were inspired by Maureen Bisognano of the Institute for Healthcare Improvement (IHI) and Susan Edgman-Levitan, PA of Massachusetts General Hospital, founders of the “What Matters to You” movement. Their message was simple yet transformative: improving healthcare starts by asking patients what truly matters — not just what’s the matter with them.
Erica Olenski, BCPA, FACHDM, a Board-Certified Patient Advocate, offered a deeply personal look at the journey of families caring for loved ones with chronic and terminal conditions. Her insight: behind every diagnosis is a caregiver carrying invisible weight. Recognizing those “pain points” is part of holistic, patient- and family-centered care.
The session that took everyone by surprise came from Mimi Rabson, Professor at the Berklee College of Music, who drew parallels between healthcare and the performing arts. She spoke about silos, teamwork, risk-taking, and adaptability — then brought her message to life with a violin performance spanning classical to Pink Floyd. Her closing challenge — “Why not?” — captured the spirit of innovation and courage needed in every care setting.
Beyond the presentations, the real magic came from connecting with colleagues across the country who share our mission: to strengthen trust, compassion, and connection in every patient encounter. We returned home energized, equipped with new insights, and eager to collaborate with our teams to translate these lessons into action.
As we reflect on the symposium, we’re reminded of the words of Dr. William Mayo, Founder of the Mayo Clinic:
“The best interest of the patient is the only interest to be considered.”
That principle remains our compass — guiding how we design care, communicate with our patients, and support one another as healthcare professionals.
#AtomicUnitOfTrust #StartWithHope #TellMeMore #WhatMattersToYou