NRC Health is thrilled to partner with Nemours Children’s Health to host the 2026 Pediatric Collaborative, March 25–26, in one of the most innovative and energizing destinations in the country: the Lake Nona Wave Hotel.

In a recent Becker’s Healthcare Podcast episode, Dr. Peggy Greco, Vice President and Chief Patient Experience Officer at Nemours Children’s Health, and Rachel Hamilton, Vice President of Customer Strategy at NRC Health, shared how their teams are transforming patient and family experience by pairing rigorous data with deep empathy—and sustaining change over multiple years.

For more than 15 years, Encompass Health’s CPR program—built on Comfort, Professionalism, and Respect—has served as a cultural foundation guiding meaningful patient and family interactions. Supported by real-time data from NRC Health, the program has improved NPS, strengthened staff engagement, and helped more patients return home.

Discover how aligning healthcare employees and patient experience drives trust, engagement, and better outcomes.

Discover why collaboration between marketing and experience teams is vital to build trust, align brand promises, and improve patient loyalty.

In healthcare, trust is everything. Unlike other industries where a disappointing product or service may simply earn a brand a negative review or lose them a customer, healthcare carries far greater stakes.

Trust is the most valuable currency in healthcare, influencing whether consumers and patients choose an organization, recommend it to others, and return for care. Yet as recent NRC Health research shows, trust is not static; it is directly shaped by how well — and how consistently — expectations created through brand promise and reputation align with real-world consumer and patient experience, and vice versa.

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.

Whether you’re focused on improving patient satisfaction, enhancing staff well-being, or embedding compassion into clinical practice, these sessions will deliver actionable insights and strategies to elevate your organization’s performance.

Communication and collaboration are key to consistently positive, seamless care transitions.

As healthcare continues to evolve, this approach is proving to be not only more compassionate but also more effective for building trust and fostering long-term relationships. Human-centered design is a strategic framework for solving problems by deeply understanding the people affected by them.

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.