Perspectives on Patient Experience
Great Wolf Lodge
100 Great Wolf Drive
Grapevine, TX 76051
As patient experience initiatives increasingly become top of mind for healthcare professionals across the country, there are some exciting things happening here in the Dallas/Ft. Worth area worth highlighting.
Join leadership from Baylor Scott & White Health, JPS Health Network and Texas Health as they discuss their patient experience initiatives and how the Dallas/Ft. Worth area is leading this exciting frontier that requires a unique blend of clinical and technical skills.
Our panel presentation will happen from 3-4:30 p.m. and our happy hour networking event will immediately follow from 5-7 p.m.
Featuring the following panelists:
Vice President &
Chief Experience Officer
JPS Health Network
Christina Saint Martin
Donna Cook Montgomery, DNP, MBA, RN-BC, NEA-BC
Vice President, Nursing Informatics and Clinical Excellence
Baylor Scott & White Health
Lara Burnside is the Vice President/Chief Experience Officer at JPS Health Network – the Tarrant County hospital located in Ft. Worth, TX. She has been a healthcare professional for over two decades. She works with all levels of hospital leadership, team members, and the physician team implementing processes and systems to create a great experience for patients, physicians, and employees. In addition, she has responsibility for Patient Experience, Language Services, Patient Relations, the Access Resource Center, Patient Access Representatives, RN triage, and Referrals.
Prior to joining JPS, Lara spent 10 years working for a large healthcare consulting firm focused on service and operational excellence. As a consultant, Lara worked with thousands of hospital leaders and physicians at over 150 health care organizations. Her experience includes working with large for-profit and not-for-profit health care systems, academic medical centers, and small rural hospitals. Her concentration on employee engagement, patient experience, and creating a culture of excellence has helped these organizations and JPS to achieve their highest outcomes in service, quality, and human resources.
Lara has a Bachelor’s Degree in Communications/Public Relations and a Masters in Healthcare Administration. She is also the author of a book titled, Believe in the Journey of Your Dreams.
Winjie Tang Miao is the Executive Vice President and Chief Experience Officer for Texas Health Resources. In this role, she leads system efforts to deliver a seamless, holistic consumer experience across the entire Texas Health organization. The Experience division uses consumer insights to develop new products and services, establish and maintain a consistent, differentiated consumer and care team experience, enhance the Texas Health brand, and drive Texas Health’s strategic and operational transformation efforts.
Miao joined Texas Health Presbyterian Hospital Dallas in 2000 as an administrative resident. At Texas Health Dallas she oversaw the development of more than $500 million in construction and the growth and development of outpatient clinics and the oncology service line. In 2007, she was named president of Texas Health Harris Methodist Hospital Azle, a facility that is recognized for both quality and community health efforts. In 2011, she became president of Texas Health Harris Methodist Hospital Alliance. Under her leadership, Texas Health Alliance opened in 2012, and has received national recognition for its innovative technology. Miao became Texas Health’s senior vice president of System Integration and Innovation in 2015 and was instrumental in systemwide efforts such as Reliable Care Blueprinting.
In 2013, Miao was honored with the Outstanding Achievement Award from the US Pan Asian American Chamber of Commerce-Southwest Region. She has been named by Becker’s Hospital Review as one of the “130 Women Hospital and Health System Leaders to Know” (2015) and "25 Healthcare Leaders Under Age 40" (2012). In 2008, she was honored as one of Modern Healthcare magazine's "Up and Comers."
A biomedical engineering graduate of Johns Hopkins University, Miao also earned a master’s degree in health care administration, with a concentration in financial management and quality management, from the University of North Carolina.
Christina Saint Martin, MPA, recently joined Baylor Scott & White Health as its health system Chief Patient Experience Officer. Christina brings to her role over 20 years of experience and passion in the industry having held previous executive leadership positions at MedStar Health, a 10 hospital system with over 200 clinical access points across Maryland and Washington D.C.; Stanford Health Care, a premier Academic Medical Center and network of clinic and faculty practices in the San Francisco Bay Area; The National Health Service of England, a national system and second largest employer in the world, and also Virginia Mason Medical Center, an Integrated Delivery System with a Hospital and satellite clinics throughout the Seattle/Puget Sound region.
Christina has extensive background in healthcare operations as well as specialty expertise in design and implementation of Transformational Patient Experience Strategies, Lean/Operational Excellence, Design Thinking, and Education/Training programs. She received her Bachelor’s Degree from Northern Michigan University, her Master’s from Seattle University, and also completed 3 post-graduate Fellowships.