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10 October, 2013 | (01 hr)

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To sustain their competitive advantage, Inova, a $2.4 B Healthcare System in Northern Virginia, transformed the overall patient experience by integrating hospitality into their hospitals. They hired a 27 year Ritz-Carlton Executive with expertise in both operations and brand management to revolutionize the service experience for patients. Learn from this deliberate journey in progress! Find relevant lessons from this "inside-out" approach where employees are passionately engaged via focus on culture, communications infrastructure and HR processes.

Audience: Marketing, brand, communications and human resource professionals who are responsible for ensuring that employees receive the right messages and tools for your organization to prosper.


Paul Westbrook

Paul Westbrook
Vice President, Patient Experience

Paul Westbrook joined Inova Health System in 2012 as Vice President of Patient Experience. Paul is responsible for the creation, implementation, and deployment of processes and systems to deliver uncompromising patient experiences - every time, every touch throughout Inova’s...Full Bio

Rita Shor

Rita Shor (Moderator)
Program Director, Product & Services Development Council, Co-Program Director, Innovation Leadership Council, and Applied Innovation Council
The Conference Board

Rita Shor is co-leader of the Innovation and Digital Transformation Institute, program director for the Product and Service Development Council, and co-directs the Innovation and Applied Innovation Councils at The Conference Board.

Past work for The Conference Board includes co-directi...Full Bio

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