Facebook
X
LinkedIn
Forward2025 Forward: Building Trust to Shape the Future of Quality and Human Experience
This course offers Live (in-person) and Livestream (virtual) attendance options
July 15 - 16, 2025 - Hilton Rochester Mayo Clinic Area - Rochester, Minnesota
The Mayo Clinic course 2025 Forward: Building Trust to Shape the Future of Quality and Human Experience provides learners with information from a quality and patient experience perspective.
This course explores how integrating quality, safety, and outcomes with human-centric care enhances both patient and employee experiences. Evolving from the Quality conference and the Experience in Healthcare Course, this gathering reflects lessons learned from previous events, including innovations during the COVID-19 pandemic and strategies for the digital future of care.
Accepted Poster Information
Congratulations to those that have had a poster accepted for display at the 2025 Forward: Building Trust to Shape the Future of Quality and Human Experience conference.
- Registration is required for those with accepted abstracts
- Click Register Now link to proceed.
- Mayo Clinic staff fee is $50. Click the white 'Mayo Clinic Staff Log in' button to register with your Mayo credentials.
- Non-Mayo registration fee is $356
- Click Register Now link to proceed.
- Register for in-person or virtual (livestream)
Below are helpful links for preparing your Poster or VoiceThread for submission.
Most of the commonly asked questions are answered in the Poster Design, Presentation, and Printing Guide. Please review that document FIRST.
Poster Design, Presentation and Printing Guidance
- Posters being displayed in Rochester can be no larger than 4’x4’.
- Posters will be displayed for the duration of the conference.
- We ask that one representative be present at the poster to answer questions:
- Tuesday, July 15, 12:00 - 12:45 p.m.
- Wednesday, July 16, 12:40 - 1:40 p.m.
- We ask that one representative be present at the poster to answer questions:
- We are unable to accept posters sent by mail.
2025 Mayo Clinic Branded-Approved Quality Improvement Poster 4x4 Template
2025 Mayo Clinic Branded-Approved Research Poster 4x4 Template
VoiceThread Quick Guide_2025 Quality Conference Poster Presenter VoiceThread Quick Guide_2025 Quality Conference Attendee
If you have questions that have not already been addressed in the Poster Design, Presentation, and Printing Guidance document, email arvizu.jeanette@mayo.edu
If you have general questions about the Mayo Clinic Enterprise Quality Conference, quality improvement education, or the Quality Fellowship Program, contact the Quality Academy.
Target Audience
This course is designed for allied dental staff, pharmacy technicians, allied health professionals, physicians, athletic trainers, physician assistants, audiologists, psychologists, dentists, registered dietitians, dietetic technicians, residents/fellows, healthcare executives, scientists, researchers, nurses, social workers, nurse practitioners, speech language pathologists, optometrists, students, and pharmacists.
Learning Objectives
Upon completion of this activity, participants should be able to:
- Apply quality improvement tools and techniques to enhance healthcare delivery and operational efficiency.
- Integrate the latest technology into daily practice to improve patient care and reduce administrative burden.
- Address the challenges of transitioning to a remote or hybrid work environment and its impact on quality improvement.
- Develop strategies to proactively enhance patient experience and communication across the healthcare continuum.
- Implement best practices for managing patient complaints and grievances to improve patient loyalty and meet regulatory requirements.
Attendance at any Mayo Clinic course does not indicate or guarantee competence or proficiency in the skills, knowledge or performance of any care or procedure(s) which may be discussed or taught in this course.
2025 Quality + Patient Experience Conference
Building Trust to Shape the Future of Quality and Human Experience
Hilton, Rochester, MN
Note: All times listed are in Central Standard Time (CST)
Tuesday, July 15, 2025 | Day One | |
7:30 a.m. | Conference Registration | Breakfast | Poster Viewing |
9:00 a.m. | Welcome and Introductions R. Ross Reichard, M.D., Medical Director, Quality Academy; Melissa A. Barr, M.A., Administrator, Quality Academy |
9:15 a.m. | Call to Action Sean C. Dowdy, M.D., Chief Value Officer |
9:30 a.m. | Diamond Award Presentation Nelly Tan, M.D., Chair, Quality Fellows Program Melissa A. Barr, M.A., Administrator, Quality Academy |
9:50 a.m. | Keynote | Tying It Together: Quality, Safety and Experience Jim Merlino, M.D., Executive Vice President & Chief Innovation Officer, The Joint Commission |
10:30 a.m. | Refreshment Break | Visit Exhibitors | Poster Viewing |
Cultivating a Culture of Safety and Excellence in Patient Care Moderator: Jennifer Cowart, M.D. | |
10:45 a.m. | Safety Leadership: Cultivating a Safety-First Environment Sean C. Dowdy, M.D., Chief Value Officer; Subashnie Devkaran, Ph.D., Chair, Quality |
11:15 a.m. | Strengthening Patient Safety with in situ Simulation |
11:45 a.m. | Panel Discussion, Q & A Jim Merlino, M.D.; Sean Dowdy, M.D.; Subashnie Devkaran, Ph.D.; Janee Klipfel, M.S., R.N.; Kannan Ramar, M.D., M.B.A.; Jessica Schoen, M.D., M.S. |
12:00 p.m. | Lunch | Visit Exhibitors | Poster Viewing |
12:45 p.m. | Keynote | Building Trust Through Data: How Mayo Platform Ensures Accuracy, Security, and Transparency John F. Halamka, M.D., M.S., President-Mayo Clinic Platform |
1:25 p.m. | Break | Visit Exhibitors | Poster Viewing |
Enhancing Patient Experience Through Compassionate Care and Empathy Moderator: Pablo Moreno Franco, M.D. | |
1:40 p.m. | Patient Experience: Everything Communicates, Warmth & Competence in the Inpatient Setting Heidi I. Stehr, M.B.A., Director-Patient Experience; Anita M. Milburn, M.S.W.; Senior Patient Experience Advisor |
2:10 p.m. | The Power of Hope: Empowering Patients Through Compassionate Care Julie K. Poppe, M.S.N., R.N., Administrator, Quality Subcommittee; Tera L. Gross, D.N.P., R.N., N.E.A.-B.C, Chief Nursing Officer-Florida; Melissa Fehrenkamp, Experience Improvement Advisor; Chad R. Connor, Senior Experience Education and Training Advisor |
2:40 p.m. | Refreshment Break | Visit Exhibitors | Poster Viewing |
3:00 p.m. | From Tension to Trust: Shaping Culture Sunanda V. Kane M.D. M.S.P.H., Chief Patient Experience Officer; Sheila K. Stevens, M.S.W., Administrator-Quality |
3:30 p.m. | Panel Discussion, Q & A Heidi I. Stehr, M.B.A.; Anita M. Milburn, M.S.W.; Julie K. Poppe, M.S.N., R.N.; Tera L. Gross, D.N.P., R.N., N.E.A.-B.C.; Melissa Fehrenkamp; Chad R. Connor; Sunanda V. Kane M.D. M.S.P.H; Sheila K. Stevens, M.S.W. |
3:45 p.m. | Quality Improvement and Prepping for Publication John C. Matulis, D.O., M.P.H., Director, Quality Improvement Publication; LaRissa L. Adams, M.B.A., Quality Improvement Advisor |
4:15 p.m. | Day One Wrap Up R. Ross Reichard, M.D.; Melissa A. Barr, M.A. |
4:30 p.m. | Adjourn |
Wednesday, July 16, 2025 | Day Two | ||
7:30 a.m. | Conference Registration | Breakfast | Poster Viewing | |
8:50 a.m. | Welcome R. Ross Reichard, M.D., Medical Director, Quality Academy; Melissa A. Barr, M.A., Administrator, Quality Academy | |
9:00 a.m. | Keynote | The Neuroscience of Trust Adrienne Boissy, M.D., M.A., Chief Medical Officer, Qualtrics | |
Harnessing Innovation and Design for Quality, Safety, and Patient-Centered Care Moderator: Laurie Wilshusen, Administrator, Quality | ||
9:45 a.m. | AI-Driven Insights: Integrating Data for Enhanced Quality, Safety, and Patient Experience Jennifer B. Cowart, M.D., Chair, Quality Subcommittee | |
10:30 a.m. | Refreshment Break | Visit Exhibitors | Poster Viewing | |
10:45 a.m. | Designing with the Patient in Mind: Creating Healthcare Experiences that Empower & Engage Allison K. Matthews, M.Arch, Lead-Experience Design.; Rebecca A. Brustad, Director-Patient Experience | |
11:15 a.m. | Advancing Care Excellence: Kern Center's Impact on Quality and Patient Experience Subashnie Devkaran, Ph.D., Chair, Quality; Xiaoxi Yao, Ph.D. | |
11:45 a.m. | Panel Discussion, Q & A Jennifer B. Cowart, M.D.; Allison K. Matthews, M.Arch.; Rebecca A. Brustad; Subashnie Devkaran, Ph.D.; Xiaoxi Yao, Ph.D. | |
12:00 p.m. | Back to Basics: The Importance of Patient-Centered Communication in the Era of Artificial Intelligence J. Ross Renew, M.D., Anesthesiology, Chair, Communication in Healthcare Committee, Mayo Clinic Florida | |
12:40 p.m. | Lunch | Visit Exhibitors | Poster Viewing | |
Moderator: R. Ross Reichard, M.D. | ||
1:40 p.m. | Toward Artificial Healthcare - Is the Quality Movement the Last Line of Defense? Victor Montori, M.D., Robert H. and Susan M. Rewoldt Professor of Endocrinology Investigator, Knowledge and Evaluation Research Unit | |
2:10 p.m. | Sweat The Small Stuff. A Patient Story Andy J. Herber, P.A.-C. | |
2:45 p.m. | Panel Discussion, Q & A Victor Montori, M.D.; Andy J. Herber, P.A.-C. | |
3:00 p.m. | Refreshment Break | Visit Exhibitors | Poster Viewing | |
Building and Measuring Trust in Healthcare Through Innovation and Education Moderator: Subashnie Devkaran, Ph.D. | Breakout Track: Franciscan Sisters Room Pre-registration is required | |
3:15 p.m. | Measuring Trust: Strategies for Building and Assessing Confidence in Healthcare Laurie L. Wilshusen, Administrator, Quality |
From Poster to Publication: Turning QI Projects into Peer-Reviewed Manuscripts John C. Matulis, D.O., M.P.H., Director, Quality Improvement Publication; LaRissa L. Adams, M.B.A., Quality Improvement Advisor |
3:45 p.m. | Trust and AI: Navigating Bias, Implementation Science, & Quality Education for Future Healthcare Pablo Moreno Franco, M.D., Associate Medical Director, Quality Academy; Nelly Tan, M.D., Chair, Quality Fellows Program | |
4:15 p.m. | Panel Discussion, Q & A Laurie L. Wilshusen; Pablo Moreno Franco, M.D. | |
4:45 p.m. | Closing Remarks | Conference Summary [QA Reimagined] R. Ross Reichard, M.D.; Melissa A. Barr, M.A. | |
5:00 p.m. | Adjourn | |
The following hotels are offering reduced guest room rates for attendees of Clinical Reviews.
Hilton Rochester Mayo Clinic Area (Conference location)
10 East Center Street
Rochester, MN 55904
(507) 258-5757
$259 + tax per night
Guest rooms must be reserved before June 22, 2025 or the block is filled, whichever comes first. Reference the Clinical Reviews room block when making your reservation via phone.
Located just two blocks from the Mayo Clinic – connected via Skyway to the Clinic as well as the University of Minnesota, Methodist Hospital, and Shops at University Square. Fifth-floor rooftop terrace offers panoramic views of the city, there's also an indoor pool, fitness room, and two restaurants.
Hilton Garden Inn Rochester Downtown (2 blocks from conference)
225 South Broadway
Rochester, MN 55904
507-285-1234
$159 + tax per night
Guest rooms must be reserved before June 22, 2025 or the block is filled, whichever comes first. Reference the Clinical Reviews room block when making your reservation via phone.
The Hilton Garden Inn, Rochester Downtown is connected by skyway to Mayo Clinic, University of Minnesota shopping, and restaurants. Hilton Garden Inn, Rochester Downtown has a 24-hour business center, complimentary WiFi, indoor swimming pool, and fitness center. There is a freshly prepared breakfast at on-site restaurants, 24-hour convenience store and Pavilion Lounge.
Mayo Clinic is not responsible for expenses incurred by an individual who is not confirmed and for whom space is not available at the meeting. Costs incurred by the registrant such as airline or hotel fees or penalties are the responsibility of the registrant.
You may wish to visit Experience Rochester website for additional travel information, accommodation options, and area information.
All travel and lodging expenses and arrangements are the sole responsibility of the individual registrant.
Travel
Rochester, Minnesota, is a friendly city that greets thousands of visitors from around the world each year. The city is serviced by a modern international airport with multiple flights and connections daily. Access to and from the airport is provided by taxi, shuttle service, and rental car. The airport is located approximately 10 miles from the Mayo Clinic campus.
Note to Travelers: Several cities in the United States are named Rochester. When you make airline reservations and check your baggage, be sure that your destination is Rochester, Minnesota (RST) and that your baggage has been properly tagged.
Flying through the Minneapolis/St. Paul International Airport (MSP) is another option. There are two shuttle services that provide direct service to Mayo Clinic and the surrounding area. Travel time is approximately 90 minutes.
There are two shuttle services to the Rochester area from Minneapolis/St. Paul airport.
Groome Transportation at 507-280-9270
Rochester Shuttle Service at 888-998-9098
Mayo Clinic’s appointed travel company, Ultramar Travel, is available to assist with travel arrangements. Call Ultramar Travel toll-free at 866-629-6885.
Lodging arrangements are the sole responsibility of the individual registrant. Mayo Clinic School of Continuous Professional Development is not responsible for expenses incurred by an individual who is not confirmed and for whom space is not available at the meeting. Costs incurred by the registrant such as airline or hotel fees or penalties are the responsibility of the registrant.
Accreditation Statement
In support of improving patient care, Mayo Clinic College of Medicine and Science is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), and the American Nurses Credentialing Center (ANCC) to provide continuing education for the healthcare team.
Credit Statement(s):
AMA
Mayo Clinic College of Medicine and Science designates this live activity for a maximum of 12.25 AMA PRA Category 1 Credits™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.
AAPA
Mayo Clinic College of Medicine and Science has been authorized by the American Academy of PAs (AAPA) to award AAPA Category 1 CME credit for activities planned in accordance with AAPA CME Criteria. This activity is designated for 12.25 AAPA Category 1 CME credits. PAs should only claim credit commensurate with the extent of their participation.
ACHE
By attending the 2025 Forward: Building Trust to Shape the Future of Quality and Human Experience offered by Mayo Clinic College of Medicine and Science participants may earn up to 12.25 ACHE Qualifying Education Hours toward initial certification or recertification of the Fellow of the American College of Healthcare Executives (FACHE) designation.
ACPE
Mayo Clinic College of Medicine and Science designates this educational activity for a maximum of 12.25 ACPE Knowledge contact hours. Participants should claim only the credit commensurate with the extent of their participation in the activity.
UAN Number: JA0000238-0000-25-105-L05-PJA0000238-0000-25-105-L05-P
ANCC
Mayo Clinic College of Medicine and Science designates this activity for a maximum of 12.25 ANCC contact hours. Nurses should claim only the credit commensurate with the extent of their participation in the activity.
IPCE
This activity was planned by and for the healthcare team, and learners will receive 12.25 Interprofessional Continuing Education (IPCE) credit for learning and change.
American Board of Surgery (ABS)
Successful completion of this CME activity enables the learner to earn credit toward the CME requirement of the American Board of Surgery’s Continuous Certification program. It is the CME activity provider's responsibility to submit learner completion information to ACCME for the purpose of granting ABS credit.
Other Healthcare Professionals:
A record of attendance will be provided to all registrants for requesting credits in accordance with state nursing boards, specialty societies or other professional associations.
For disclosure information regarding Mayo Clinic School of Continuous Professional Development accreditation review committee member(s) and staff, please go here to review disclosures.
Available Credit
- 12.25 AAPA Category 1
- 12.25 ABS
- 12.25 ACHE
- 12.25 ACPE
- 12.25 AMA PRA Category 1 Credit™
- 12.25 ANCC
- 12.25 Attendance
- 12.25 IPCE
This course offers the unique opportunity for commercial companies to interact with healthcare providers and highlight their products and services. Please see the following information if you are interested in exhibiting at or sponsoring this course: Sponsorship Prospectus (PDF)
Submit information/requests to Jeanette Arvizu
Please update your profile to let us know if you have dietary restrictions or access requirements.
To claim credit for livestream participation in this course, learners must view the content during the hours posted for the live activity. This course is not approved for on-demand delivery.
Commitment to Belonging and Inclusion
Mayo Clinic School of Continuous Professional Development (MCSCPD) strives to foster a learning environment in which all individuals are valued, allowing all to achieve their fullest potential.
Cancellation and Refund Policy
View Cancellation and Refund Policy
All requests must be submitted in writing using the Contact Us Form.
Any use of this site constitutes your agreement to the Terms and Conditions of Registration.