Transforming Patient Experience: What to Expect from HUB25’s Listening & Understanding Track
This October, healthcare leaders from across the country will gather in Orlando, Florida, for NRC Health’s Human Understanding Beyond | HUB25, happening October 15–17.
HUB25 is more than a conference. It’s a movement to reimagine healthcare through the lens of human understanding. Among the most impactful offerings are the Listening & Understanding concurrent sessions, which spotlight how leading organizations are transforming care by truly hearing the voices of patients, families, and frontline staff.
Whether you’re a clinician, administrator, or patient experience leader, these sessions will equip you with actionable strategies to enhance care quality, emotional safety, and operational excellence.
Perception is Reality
Presented by: Morgan Billman, M.B.A., CHC, Patient Experience Improvement Advisor, Sanford Health
Morgan Billman brings a strategic, patient-focused lens to healthcare improvement. With her background in healthcare management and compliance, she spearheaded a groundbreaking initiative at Sanford Health: shadowing staff across the entire patient journey to gain a deeper understanding of patient perceptions.
Key Takeaways:
– Learn how real-time observation can reveal hidden challenges and opportunities in patient care.
– Discover how feedback—like a request for changing tables in men’s restrooms—can lead to tangible improvements.
– Understand how staff input, such as dress–code preferences, can enhance both employee satisfaction and patient perception.
This session is ideal for organizations looking to bridge the gap between data and empathy, turning everyday interactions into catalysts for change.
Patient Emotional Safety and Patient Experience: The Perfect Partnership for Creating Personalized Care
Presented by: Jenaya Gordon, M.A., CCLS, NCC, Patient Emotional Safety Specialist, Children’s Hospital Colorado
Jenaya Gordon is a pioneer in pediatric emotional safety. With nearly two decades of experience, she’s leading efforts to integrate emotional safety into the broader patient safety framework—an approach that’s reshaping how care is delivered to children.
Key Takeaways:
– Define patient emotional safety and understand its critical role in pediatric care.
– Explore a framework that connects emotional safety to both physical safety and patient experience.
– Learn about interventions that reduce emotional harm and foster trust, comfort, and healing.
This session is a must-attend for pediatric professionals and anyone interested in holistic, trauma-informed care that prioritizes the emotional well-being of patients.
Focusing on What Matters: “Exceptional Care” as Defined by Patients and Families
Presented by: Amber Rose Phipps, M.B.A., D.B.A., Vice President, Patient Experience & Regulatory Readiness, Children’s Nebraska
Amber Rose Phipps is a nationally recognized leader in healthcare quality and strategy. Her session showcases how Children’s Nebraska used consumer research to define what “exceptional care” truly means to the communities they serve.
Key Takeaways:
– Learn how to build a Customer Value Proposition (CVP) rooted in patient and family insights.
– Discover methods for gathering feedback through surveys, interviews, and focus groups—including Spanish-speaking families and teens.
– See how co-design principles can engage stakeholders across all levels to create a patient-centered experience framework.
This session is perfect for healthcare leaders seeking to align strategy with patient expectations, ensuring that every decision reflects the voices of those they serve.
Why These Sessions Matter
The Listening & Understanding track at HUB25 goes beyond theory. It’s about actionable empathy—using real stories, data, and collaboration to drive meaningful change. Attendees will walk away with:
– Proven methods for capturing authentic patient feedback
– Tools to translate insights into operational improvements
– Strategies for building emotionally safe and inclusive environments
– Frameworks for co-designing care experiences with patients and families
Whether you’re working in a hospital, clinic, or health system, these sessions will help you listen better, understand more deeply, and act with purpose.
Register Today
At HUB25 in Orlando, the Listening & Understanding sessions are more than presentations, they’re a call to action. They challenge us to rethink how we gather feedback, how we define safety, and how we co-create care experiences that reflect the voices of those we serve.
Join us October 15–17 and be part of a community that’s committed to advancing Human Understanding in healthcare.
