A Cleveland Clinic & HIMSS Event. Find out more

Cleveland, OH
Cleveland Clinic
May 13-15, 2019

Sven Gierlinger

SVP, Chief Experience Officer
Northwell Health

As a previous luxury Hotel Executive, Mr. Gierlinger brings a unique perspective to the patient experience dialogue. However, it was his personal patient experience spending three months in hospitals that motivates him to challenge the status quo in healthcare. As SVP, Chief Experience Officer for Northwell Health, one of the largest Integrated Delivery Networks in the country, He is driving culture transformation grounded in patient centeredness and empathy. 

May 15, 2019
9:45am - 10:30am
Grand Ballroom

The role of CXO is common in healthcare today, although not universal. Even if the role exists, support for it can be variable and organizational structures prohibitive to getting things done. Get ready for a provocative, honest conversation about wins, lessons, and ongoing challenges in the CXO role.

Hear whether there is real agreement on patient experience best practices. How does the role interface with other executive leaders? What key issues are yet to be tackled?  How is the role changing in a digital era? Panelists will also tackle real questions about whether we are measuring the right things, clinician engagement, and what work should be the focus. Whether you've been in the role for years, or just started yesterday, this collective dialogue will get you thinking in new ways about where we are all headed.

May 13, 2019
3:30pm - 4:00pm
Room 26

Customer-centric industries such as airlines and hospitality have transformed the way they provide timely, personalized and user-friendly services and experiences. These core principles inspired Northwell Health to embark on redefining the digital patient experience (dPX). In this session, Northwell’s patient experience leaders will share their journey and explore how healthcare can harness this moment of digital disruption to wire empathy into the core of our care delivery infrastructure.

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