Rick Evans

Senior Vice President & Chief Experience Officer
New York-Presbyterian Hospital

Rick Evans is the Senior Vice-President and Chief Experience Officer for the NewYork-Presbyterian Hospital and Health System, where he leads the organization’s comprehensive effort to improve the patient and family experience.

Previously, he served as Chief Experience Officer at the Massachusetts General Hospital in Boston, MA where he implemented programs that helped MGH achieve some of the highest patient satisfaction ratings of any academic medical center in the country. He also helped to build the organization’s new Referral Management Office, and oversaw the MGH Physician Leadership and Visitor Education Programs.

Over the last 17 years, Rick has held senior leadership positions in healthcare including serving as the Vice-President of Support Services and Patient Centered Care for NewYork-Presbyterian Hospital, the Vice-President of Mission Services for the Bon Secours and Canterbury Partnership for Care in Hudson County, New Jersey and also as Director of the St. Francis Hospital Foundation in Wilmington, Delaware.

Rick is a recognized national expert on patient experience and engagement and is a sought after speaker at events focusing on this important aspect of healthcare.

Rick holds a Masters Degree in Theology from Christ the King Seminary in East Aurora, NY and a Bachelor’s Degree in Philosophy from Wadhams Hall Seminary College in Ogdensburg, NY.

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

Download The Latest Agenda

Patient Experience Culture

Thursday, March 12th, 2015

15:55 Champagne Roundtable Discussions

Potential Topics:

1. Prevention of physician burn-out—increasing provider engagement in PX efforts
Moderator: Peggy Greco, PhD, Clinical Psychologist, Director of Physician Coaching Program, Nemours Children’s Clinic

2. Purposeful leadership rounding
Moderator: Sandy Myerson, SVP & Chief Patient Experience Officer, Mount Sinai Health System

3. Using digital rounding to improve visibility and the patient experience
Moderator: Shawn Lemerise, VP, Business Development, CipherHealth

4. Exploring the connection between employees and patient experience outcomes
Moderator: Lynn Ehrmantraut, Senior Vice President, Performance Improvement, Avatar Solutions

5. Strategies for managing patients, patience and perception of wait time
Moderator: Jan Althouse, RDH, MHA, FACHE, LSSBB, Patient Experience Coordinator, Cook Children's Health Care System

6. Establishing a system-wide multi-disciplinary PX steering committee
Moderator: Renee Jones, Director, Patient Experience, The OSU Comprehensive Cancer Center-James Cancer Hospital and Solove Research Institute

7. Health literacy—closing the gap between clinicians and patients
Moderator: Doris Lopez, VP, Patient Experience, Interfaith Medical Center

8. Communication strategies to improve the patient-physician relationship
Moderator: Steven Kaplan, MD, Associate Chief Medical Officer,
Ambulatory Care and Patient Experience, New York-Presbyterian Hospital

9. Essential elements of a successful and sustainable patient experience strategy
Moderator: Rick Evans, Senior Director and Chief Experience Officer, Massachusetts General Hospital

10. Partnering patient experience with quality and safety
Moderator: Jean Ball, Chief Compliance Officer and Director of Patient Experience at North Shore Medical Center

11. Putting the value back on the patient/provider relationship
Moderator: Lance Donkerbrook, COO, Commonwealth ACO

16:55 Keynote: Essential Elements Of A Successful And Sustainable Patient Experience Strategy

This talk will hone in on foundational components that any organization must have to implement a successful strategy to improve the patient experience. Critical “service infrastructure elements” will be outlined and structures to support long term sustainability will be described. Tips for leaders to implement all of the above and avoid ”flavor of the month” and initiative fatigue will be shared.
Learning Objectives:
Participants in this session will be able to:
• Outline critical service strategy elements and evaluate their organization against that list
• Describe organizational structures that can be built to ensure long term sustainability
• Understand leadership tactics that support the above