6th Annual Patient Experience Summit: Building the Patient Experience of the Future

June 2, 2022


The annual patient experience summit is an event designed to identify and share best practices, from national as well as local experts, on various interventions and programs that improve the patient experience in the healthcare setting. This year, presentations will focus on the MGB long-term patient experience vision and strategy; using NRC patient experience data to manage positive/negative feedback and how we are using data at the entity and system level; and a keynote addressing future trends in patient experience.

Target Audience

This activity is intended for  administrators and non-clinicians, clinicians, and patient and family advisors from around the Mass General Brigham system.

Learning Objectives

Upon completion of this activity, participants will be able to:

  1. Discuss best practices and how patient experience data is being used to drive improvement at Mass General Brigham.
  2. Identify the key elements of patient experience across the continuum of care.
  3. Discuss the future vision for patient experience at Mass General Brigham and the initiatives that will support it.

Additional Information

Provided by: 

Mass General Brigham, Quality & Patient Experience 

Course summary
Available credit: 
  • 4.25 AAPA Category I CME
  • 4.25 AMA PRA Category 1 Credit™
  • 4.25 Nursing
  • 4.25 Participation
  • 4.25 Pharmacist
  • 4.25 Social Work
Course opens: 
Course expires: 
Event starts: 
06/02/2022 - 8:00am EDT
Event ends: 
06/02/2022 - 12:30pm EDT

Mass General Brigham
Somerville, MA
United States
Course Director

Lee Park, MD, MPH
Senior Medical Director, QPE Digital Health and Patient Experience,
Mass General Brigham


Aamer Ahmed, MBA
Executive Director, Patient Experience,
Brigham & Women's Hospital

Audrey Bosse
Director, Office of Experience & Engagement,
Newton-Wellesley Hospital​ 

Lynne Brady-Wagner, MA, CCC-SLP, MRMC, HEC-C
Chief Learning and Diversity, Equity and Inclusion Officer,
Spaulding Rehabilitation Network

Mary T. Campbell
Director of Service Excellence
Physician Orders Management, Referral Service Center Operations
And Shared Office Services,
Mass General Brigham Home Care

Susan Edgman-Levitan, PA
Executive Director,
John D. Stoeckle Center for Primary Care Innovation,
Massachusetts General Hospital

Sarah Gardent, MBA
Director of Patient Experience,
Wentworth-Douglass Hospital

Sandeep Green-Vaswani, MBA
Vice President, Real Estate and Innovation Operations,
Mass General Brigham Integrated Care

Will Haberland
Patient Experience Coordinator,
North Shore Physicians Group

Jane Hayward, MS
Manager, Office of Experience & Engagement,
Newton-Wellesley Hospital

Mona Hinrichsen, MD, MHCM
Chief of Hospital Medicine,
Salem Hospital

Nadia Huancahuari, MD
Medical Director, Quality, Safety and Equity,
Department of Quality and Safety,
Brigham Health;
Department of Emergency Medicine,
Brigham and Women's Hospital;
Assistant Professor of Emergency Medicine
Harvard Medical School

Vicky Krick
Patient Family Relations Specialist,
Wentworth-Douglass Hosptial

Julie Marden MSN, NP
Director of Advanced Practice Providers, and Nursing,
Primary Care, Division of General Internal Medicine,
Massachusetts General Physicians Organization

David Marshall, BBA
Senior Quality Measurement & Reporting Analyst,
Newton-Wellesley Hospital

Kedar Mate, MD
President and CEO,
Institute of Healthcare Improvement

Kerri Palamara-McGrath, MD
Director of the Department of Medicine Center for Physician Well-Being,
Massachusetts General Hospital;
Associate Professor of Medicine,
Harvard Medical School

Stacey Pappacostas
Director of Business Operations,
North Shore Physicians Group

Moshe A. Rancier, MD
Senior Practice Medical Director,
Pentucket Medical Associates
Mass General Brigham Community Physicians

Garth S Savidge, PT, DPT, OCS
Director, Rehabilitation Services,
Newton-Wellesley Hospital

Tom Sequist, MD, MPH
Chief Medical Officer,
Mass General Brigham

Aswita Tan-McGrory, MBA, MSPH
Director, the Disparities Solutions Center,
Director, Equity in Care Implementation,
Administrative Director of Research, the Department of Medicine,
Massachusetts General Hospital

Cacilda Teixeira
Senior Manager, Virtual Urgent Care,
Mass General Brigham Integrated Care

Benjamin Tocci
Senior Program Manager, Office of Patient Experience,
Brigham & Women's Hospital

Andrea Tull, PhD
Senior Director, Quality Performance Management
MGH/MGPO Lawrence Center for Quality and Safety,
Massachusetts General Hospital

Nathaniel Van Kirk, PhD
Director of Inpatient Group Therapy, McLean Hospital
Coordinator of Clinical Assessment, OCD Institute,
McLean Hospital;
Instructor, Department of Psychiatry,
Harvard Medical School

In support of improving patient care, Mass General Brigham is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), and the American Nurses Credentialing Center (ANCC), to provide continuing education for the healthcare team.


Credit Designation Statements

AMA PRA Category 1 Credit™
Mass General Brigham designates this live activity for a maximum of 4.25 AMA PRA Category 1 Credit™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.

Mass General Brigham designates this activity for 4.25 Nursing contact hours. Nurses should only claim credit commensurate with the extent of their participation in the activity.

Physician Assistants
Mass General Brigham has been authorized by the American Academy of PAs (AAPA) to award AAPA Category 1 CME credit for activities planned in accordance with AAPA CME Criteria. This activity is designated for 4.25AAPA Category 1 CME credits. PAs should only claim credit commensurate with the extent of their participation.

Social Work
As a Jointly Accredited Organization, Mass General Brigham is approved to offer social work continuing education by the Association of Social Work Boards (ASWB) Approved Continuing Education (ACE) program. Organizations, not individual courses, are approved under this program. State and provincial regulatory boards have the final authority to determine whether an individual course may be accepted for continuing education credit. Mass General Brigham maintains responsibility for this course. Social workers completing this course receive 4.25 continuing education credit.

This activity provides 4.25 contact hours (4.25 CEUs) of continuing education credit. ACPE Universal Activity Number (UAN): JA0007437-0000-22-001-L04-P

Available Credit

  • 4.25 AAPA Category I CME
  • 4.25 AMA PRA Category 1 Credit™
  • 4.25 Nursing
  • 4.25 Participation
  • 4.25 Pharmacist
  • 4.25 Social Work


Please login or register to take this course.