Peggy Greco, PhD

Clinical Psychologist, Director of Physician Coaching Program
Nemours Children's Health System

Dr. Greco is a Clinical Psychologist and Physician Consultant with Nemours Children's Health System and an Assistant Professor of Psychology at Mayo College of Medicine who specializes in direct observation and coaching of physician providers, as well as evaluation of clinic processes and flow. She utilizes an empirically-based approach, focusing on improving communication and teamwork behaviors that are empirically linked to health care outcomes.

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

Download The Latest Agenda

Patient and Employee Engagement

Sunday, June 12th, 2016

16:10 PX Leaders Champagne Roundtable Discussions

Potential Topics
1. Surviving the omni-channel explosion
Moderator: Keith Taylor, Director of Customer Experience Management, PTP
2. The value of leadership engagement in rounding
Moderators: Sven Gierlinger, Chief Experience Officer, Northwell Health

Claudine Cangiano, Senior Director, Northwell Health
Shawn Lemerise, VP, Business Development, CipherHealth
3. Powerful leadership rounding strategies

Moderator: Christine Cunningham, Administrative Director, Office of Patient Experience, Stanford Children’s Health
4. Shared Decision Making—Lessons Learned

5. Getting beyond vouchers—effective service recovery strategies
Moderator: Lynn Charbonneau, Director, Patient Experience, Northside Hospital, HCA West Florida Division

6. Creative tools for managing high risk patient/family situations

Moderator: Mark Mendelow, Director, Patient and Family Relations, Seattle Children's Hospital
7. Tips for effective physician and nurse rounding

Moderator: Natalia Cineas, DNP, RN, NEA-BC, Adjunct Faculty, Practice Leadership & Quality, Columbia University School of Nursing, Senior Director of Nursing, Patient Care Services, Mount Sinai St. Luke’s, Mount Sinai Roosevelt
8. How do you integrate translation and interpreter services into PX?

Moderator: Christine Cassisi, Director, Patient Experience of Care, Shands Hospital, University of Florida
9. Capturing voice of the patient
Moderator: Jade Hewitt, Patient Experience Coach, Johns Hopkins Health System
10. From generalist to specialist: fitting your PX model to the type of provider
Moderator: Peggy Greco, Clinical Psychologist and Physician Consultant, Nemours Children’s Health System
11. Real or Ideal? Incorporating The “Real” Employee Narrative Into Your Patient Journey Map
Moderators: Joan Melgaard, Founder, Writer, Chief Experience Strategist, Ethnopraxis
Jean Marie Johnson, Writer, Facilitator, and Senior Experience Strategist, Ethnopraxis

Patient Experience Innovation And Technology

Tuesday, July 12th, 2016

11:35 Presentation: An Innovative Method For Educating Providers And Supporting Ongoing PX Strategy Use

Time limitations often impede communication and coaching of patient experience strategies with medical providers; however, we piloted a novel method for education that minimizes this barrier. A “PX Minute” was embedded into each standing quarterly faculty meeting as well as monthly departmental monthly meetings. During the “PX Minute”, a particular strategy is introduced, the research behind it reviewed (including the specific impact on the patient health care experience), and practical tools are provided in regard to how providers can apply this strategy in their encounters moving forward. The information is also posted digitally along with a chat feature that allows providers to post comments and/or notes on their progress. The impact of this program will be reviewed as well as findings that are directly applicable for providers in a number of healthcare settings including primary care, subspecialty outpatient care, and hospital-based care.