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Co-create exceptional care experiences.

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Healthcare leaders can’t wait to share our programs with their teams.

Patient experience is a growing priority for hospitals and health systems. Yet many healthcare leaders struggle with how to build and sustain a culture of instinctively exceptional experiences. We can help.

The Medline Patient Experience & Innovation Institute offers immersive training programs that empower every level of your organization. We give you and your team practical strategies and on-the-ground tools to lead sustainable change and a culture that champions:

  • Exceptional patient experience
  • Patient safety and compliance
  • Value-based care
  • Staff engagement
  • Patient and family engagement
  • Innovative problem-solving skills

In addition to our thought leadership, real-world strategies and tools you can actually use, we offer three unique approaches as part of all of our programs:

  1. We apply experience science to all of our courses
  2. We present a deep-dive into co-creation science, the secret to sustainability
  3. We host monthly, long-term coaching webinars to overcome inevitable hurdles

All programs are held at Medline headquarters in Northfield, IL. Class sizes are intentionally limited to ensure an immersive hands-on environment. Due to the educational nature of these programs, there are no program fees.

2019 Programs

Creating Masterpiece Moments:
Become the internal catalyst for an exceptional experience culture

Attendees earn 15.0 contact hours
Medline Industries Headquarters
Full program description

February 19-21, 2019
May 21-23, 2019 | Register >
June 11-13, 2019 | Register >
August 20-22, 2019 | Register >
October 15-17, 2019 | Register >
November 5-7, 2019 | Register >

Creating Masterpiece Moments:
Extraordinary leadership for extraordinary caring

Attendees earn 10.0 contact hours
Medline Industries Headquarters
Full program description

June 18-19, 2019 | Register >

Attendees earn 1.0 CNEUs
Medline Industries Headquarters
Full program description

August 13-14, 2019 | Register >

Download full 2019 program calendar

Explore our programs.

Our immersive programs are led by Diane S. Hopkins, nationally known patient experience and innovation leader, health system strategy executive and author of the book, Unleashing the Chief Moment Officers.

Patient Experience Leadership and Coaching Certification

Creating Masterpiece Moments: Become the internal catalyst for an exceptional experience culture

Attendees earn 15.0 contact hours

Upcoming sessions:
February 19-21 | May 21-23 | June 11-13 | August 20-22
October 15-17 |
November 5-7

See full program description >

Patient Experience Strategy for CNOs and Executives

Creating Masterpiece Moments: Extraordinary leadership for extraordinary caring

Attendees earn 10.0 contact hours

Upcoming sessions:
June 18- 19

See full program description >

Building a More Innovative Problem-Solving Workforce

Upcoming sessions:
August 13-14

See full program description >

Effective Launching of New Programs, Products & Solutions for Raving Fans

Upcoming sessions:
October 22- 23

See full program description >

Meet Diane S. Hopkins.
Executive Director and Lead Faculty

Diane is a nationally known patient experience and innovation leader, health system strategy executive, and author of the book, Unleashing the Chief Moment Officers. A certified Experience Economy Expert, Diane was one of the first Chief Experience and Innovation Officers in the US health industry. She is a frequent content expert and speaker at industry forums, and a regular contributor to the Association for Patient Experience and Cleveland Clinic Empathy and Innovation Conference.

Read Diane’s full bio >

“This program is nowhere else in the country. I’d like to send all my new people here.”

Jennifer Kreiser
Vice President Patient Care Services
Sentara

“I came back inspired and with a real plan.

Rachel Silsdorf
Patient Relations Specialist
Mt. Carmel Health System

“Truly a masterpiece! Tremendously valuable, inspiring and user-friendly.”

Helen Kenny
Asst. Patient Services Manager
Yale New Haven Hospital

CONTACT

Lisa Petrilli
Sr. Director, Strategic Marketing & Head of Medline Patient Experience & Innovation Institute

LPetrilli@medline.com