Elevating Patient Experience: Discover the Power of Experience Operations at HUB25
Healthcare organizations are rethinking how experience is delivered—not just at the bedside, but across every operational touchpoint. At Human Understanding Beyond | HUB25, the Experience Operations sessions spotlight the strategies behind this shift, revealing how integrated care models and human-centered design are being used to align teams, streamline services, and elevate the human experience of care.
Whether you’re a healthcare executive, experience strategist, or clinical leader, these sessions will equip you with actionable insights and innovative frameworks to drive change across your organization. Here’s a preview of the three must-attend sessions that are redefining what it means to deliver exceptional care.
From Fragmented to Unified: Improving Patient Experience Through Collaborative Care
Speakers:
- Clay Locklear, M.H.A., FACHE—Assistant Vice President, Atrium Health Levine Children’s Hospital
- Kimberly Ortmayer, B.S.N., RN—Director of Child Life & Creative Arts, Atrium Health Levine Children’s Hospital
In this compelling session, Clay Locklear and Kimberly Ortmayer explore how blending clinical care with creative and therapeutic services can create a truly unified, patient-centered model. Drawing upon their leadership and pediatric nursing expertise, they’ll share how integrating child-life specialists, art and music therapy, Seacrest Studios, family advisory coordinators, and more can transform fragmented care into a cohesive experience.
Why You Should Attend:
- Learn how to build effective collaborations between clinical and non-clinical departments.
- Discover the therapeutic benefits of creative services in pediatric care.
- Understand how a unified approach improves outcomes and streamlines operations.
Human-Centered Design in Healthcare: Overcoming Hesitancy to Transform Patient Experience and Culture
Speakers:
- Heidi Culloton—Experience Design Manager, UCHealth
- Stewart Trask, M.H.A.—Experience Design Strategist, UCHealth
Human-centered design is often misunderstood in healthcare settings, where it can be seen as experimental or risky. But UCHealth’s Heidi Culloton and Stewart Trask are here to challenge that perception. This session reveals how small, strategic design projects can overcome leadership hesitation, demonstrate measurable results, and build trust across teams.
Attendees will gain a practical roadmap for introducing human-centered design, scaling efforts, and embedding patient experience into the organizational culture.
Why You Should Attend:
- Discover how to start small and build momentum for experience design.
- Learn strategies to co-create solutions with patients and staff.
- Understand how design thinking can shift culture and improve care delivery.
Improving Patient Experience: A System-Based Approach
Speaker:
- Tina Hunter, M.B.A., B.S.N., RN—Executive Director of Patient Experience, Prisma Health
Patient experience isn’t just about kindness—it’s about delivering safe, high-quality care with consistency and compassion. Tina Hunter’s session dives into how a systems-based approach rooted in evidence-based nursing can align interdisciplinary teams and hardwire excellence.
Attendees will explore the intersection of quality, safety, and experience, and leave with tools to operationalize improvement through coaching, standard work, and accountability.
Why You Should Attend:
- Learn how systems thinking connects experience with clinical outcomes.
- Discover methods to drive team-based, patient-centered care.
- Build a framework for transparency and accountability in experience initiatives.
Why Experience Operations Matter More Than Ever
The healthcare industry is shifting toward models that prioritize Human Understanding, and these sessions at HUB25 are at the forefront of that movement. Experience Operations isn’t just about improving metrics—it’s about creating environments where patients feel seen, heard, and valued.
By attending these sessions, you’ll gain:
- Strategic insights into aligning operations with patient needs
- Practical tools for implementing change across departments
- Inspiration from leaders who are driving real transformation
Whether you’re looking to unify fragmented services, introduce design thinking, or build a system-wide experience strategy, HUB25’s Experience Operations track offers the knowledge and community to help you succeed.
Join Us at HUB25
These Experience Operations sessions are designed to empower healthcare professionals to lead with empathy, innovate with intention, and deliver care that truly matters.
Join us at HUB25 to be part of the movement toward better, more human-centered healthcare.
