PXSX 2025 – Riyadh Workshop

WORKSHOP A

What If Disney Ran Your Hospital or Clinic?

Hardwiring Hospitality in Healthcare: The Power of Culture on Patient Experience

Workshop Overview

What if your healthcare organization put the same amount of rigor and effort into the patient experience and employee culture as you did for safety and quality? A world-class patient experience doesn’t happen by accident—it’s the result of an intentionally designed culture where service excellence is systemized as much as clinical excellence. Patients don’t just experience our care; they experience our culture. The way we communicate, collaborate, and support one another behind the scenes directly shapes the way patients feel in our care. If our internal culture is fragmented, inconsistent, or disengaged, that’s exactly what patients will sense. But when we establish a strong, service-driven culture, we create seamless, compassionate, and memorable experiences that set us apart.

In this immersive full-day workshop, Jake Poore who spent nearly two decades at Disney before dedicating over 20 years to transforming healthcare organizations will share the blueprints and tactics needed to build world-class patient experiences. Through Disney-inspired strategies, real-world case studies, and interactive exercises, attendees will discover how to align leadership, employees, and processes to create an intentional culture that consistently delivers service excellence.

Participants will learn to design a patient journey that eliminates friction, enhances engagement, and fosters trust at every touchpoint. But this transformation starts with the employee experience. By the end of the session, leaders will leave with the strategies needed to build the cultural cornerstones for a world-class employee experience because when employees feel valued, supported, and empowered, they naturally extend that same level of care to patients.

Learning Objectives:

By the end of this workshop, participants will be able to:

• Build a World-Class Internal Culture to Drive a World-Class Patient Experience – Establish clear, non-negotiable service behaviors and cultural standards that create alignment and consistency across the organization.
• Design an Intentional, Seamless Patient Journey – Apply Disney’s “onstage vs. backstage” methodology to build a frictionless, patient-centered experience that reflects the excellence of your internal culture.
• Empower Employees & Strengthen Leadership Accountability – Develop strategies to foster collaboration, reinforce desired behaviors, and ensure every team member takes ownership of the patient experience.
• Turn Service Failures into Relationship-Building Moments – Implement proactive service recovery techniques that transform patient dissatisfaction into lasting trust and loyalty.

This workshop is designed for healthcare leaders, frontline teams, and executives ready to hardwire hospitality into their culture, create lasting patient loyalty, and establish the foundation for a world-class healthcare experience.

Workshop Leader

Jake Poore President & Chief Experience Officer Integrated Loyalty Systems

WORKSHOP

The Power of Empathy in Healthcare: Enhancing Patient and Staff Experience

Conducted By:

Phil Stylianides Chief Operating Officer Picker Institute

Certified Workshop By:

Picker Institute

Workshop Objectives:

• Define empathy and its role in healthcare.
• Understand the importance of empathy for patients, staff, and healthcare quality.
• Explore the link between empathy, person-centered care, and The Picker Principles.
• Develop practical empathy skills and real-world examples.