Peggy Greco, Ph.D.

Nemours Children’s Health

4866 River Basin Drive North

Jacksonville, FL 32207

[email protected]

(904) 631-1136

Executive leader of patient experience strategy, innovation, and health equity within a multi-state pediatric health care system

Education:

            Emory University, Atlanta, Georgia                  B.A.     1987

            University of Miami, Miami, Florida                 M.S.     1990   

            Master's Thesis: The Assessment of Adherence in Adults with Insulin-Dependent Diabetes Mellitus: A Comparison of Two Methods 

            University of Miami, Miami, Florida                 Ph.D.   1993

             Doctoral Dissertation: Coping Styles and Depression in an End-Stage Renal Disease Population: Prediction of Adaptation Following Transplantation

            Internship: University of North Carolina, Chapel Hill, NC 1992-1993               

            Fellowship: Nemours Children’s Clinic, Jacksonville, Florida 1993-1994            

Current Employer: Nemours Children’s Health System 1993 – present

Vice President, Chief Patient Experience Officer for the entire 82-location Nemours enterprise focused on the development and implementation of innovative strategic approaches and comprehensive interventions designed to fully engage medical providers, staff, patients, and their families in the process of improving the health care experience.

• Lead the development, execution, and monitoring of innovative patient experience strategy in support of Nemours’ strategic objectives
• Oversee the development, delivery, and evaluation of health equity programs in patient experience as well as evaluate and track the resulting impact on health outcomes
• Develop and implement training programs that facilitate the professional development and continuous learning of leaders, providers, and other associates
• Drive research efforts focused on health equity within patient experience as well as the relationship between provider engagement and patient experience
• Lead effort to establish, implement and maintain patience experience excellence throughout the enterprise.
• Provide guidance, training, and coaching to operational leaders and staff for execution of best practices and targeted strategies to positively impact associate/patient/family engagement

• Assess and address contextual and structural factors that directly impact patient experience as well as provider and staff engagement and well-being

      Clinical Provider and Clinical Leader: Clinical experience in pediatric healthcare settings as a provider, program director and additional clinical roles since 1993 (31 years) at Nemours Children’s Health System. Selected clinical leadership roles requiring staff and budgetary management:

            2018-2021       Medical Director of Patient Experience, Nemours Enterprise

2005-2014       Division Chief, Division of Psychology, NCSC-J

2005-2010       Chair, Section of Psychology, Wolfson Children’s Hospital

1995-2000       Director of Post-Doctoral Clinical Training, Nemours Children’s Clinic

            1995-1999       Coordinator of Psychological Services to Hematology/Oncology, NCSC-J

      Researcher: Research experience as a principal investigator, co-investigator, grant reviewer and grant recipient, publication in peer-reviewed journals, invited presentations to national and international conferences, board member for national conferences on patient experience and communication in healthcare. Selected patient experience related peer-reviewed publications and presentations are as follows:

Greco, P., Geringer, S., McBee, D., Denham-Wilks, S., Corder, R. (2024). The Dos and Don’ts of Leading an Excellent Patient Experience. Symposium presented at Next Generation Patient Experience, Palm Springs, CA, Dec 2-4, 2024

Greco, P., Howell, T., Vahidi, P., & Riemer, M. (2024). Handling Controversial Patient Experience Issues (2024). Panel Discussion at Next Generation Patient Experience, Palm Springs, CA, Dec 2-4, 2024

Greco, P. (2024). The Role of Patient and Family Partners – Moving Beyond Traditional FACs. Presented at Next Generation Patient Experience, Palm Springs, CA, Dec 2-4, 2024

Greco, P., Hyman, S., McCann, S., Muething, S., Schmidt, K., & Shehzad, S. (2024) Improved Pediatric Experience of Care. Symposium presented at Press Ganey Annual Pediatric Conference, May 6-8, Palm Beach, FL

Greco, P., Pieters, T., Barfchin, S., Araya, C., Hughes-Reid, C., & Kahhan, N. (2024) Highlighting Patient and Family Voices in the Transition to Adult Care​. Poster presented at the Society of Pediatric Psychology Annual Conference, April 25-27, New Orleans, LA.

Lewis, C., & Greco, P. (2024) Hair Care Equity: Front Line Associates Seize Opportunity for Equity, Poster presented at The Beryl Institute Elevate PX Conference, April 3-6, Denver, CO

Greco, P., (2024) A.I. and Tech: Friend or foe of the healthcare experience?  Presentation at the NRC Health Pediatric Collaborative Conference, March 26-27, Denver, CO

Greco, P., (2024) Pediatric Aspects of the Transition from Pediatric to Adult Healthcare, Presentation to the NRC Health Pediatric Networking Group, March 6, 2024

Greco, P., (2024) Transition from Pediatric to Adult Healthcare: Lessons for all Health Systems, NRC Health National Webcast, January 16, 2024.

Greco, P. & Mitelman C. (2023) Bringing DEI and Human Understanding to Individual Patients. Becker's Healthcare Podcast and Becker’s Hospital Review, February 16, 2023

Greco, P., Hughes-Reid, C., Smallwood, J., Kahhan, N.A., Innovative Strategies for Assessing and Addressing Health Care Disparities. Poster presented at the 2023 Society for Pediatric Psychology Annual Conference March 30 - April 1, 2023, Chicago, Il.

Greco, P., (2023) Patient Experience Holds the Keys to Achieving Health Equity, NRC Health Human Understanding Beyond 2023, August 9-11, Boston, MA

Lewis, C., Young, D., & Greco, P. (2023) Hair Care Equity from the Top Down, NRC Health Human Understanding Beyond 2023, August 9-11, Boston, MA

Greco, P., & Young, D. (2023) Human Understanding in Practice, NRC Health Human Understanding Beyond 2023, August 9-11, Boston, MA

Leffler, M., Greco, P., Atanda A., Suggs S., Slovin A., & West, D. (2023). Leveraging Artificial Intelligence to Improve Human Experience. American Conference on Physician Health, October 11-13, Palm Desert, CA.

Leffler, M., Greco, P., Atanda A., Suggs S., Slovin A., & West, D. (2023). Leveraging Artificial Intelligence to Improve Human Experience. American Conference on Physician Health, October 11-13, Palm Desert, CA.

Greco, P., (2023) Patient Experience Holds the Keys to Achieving Health Equity, NRC Health Human Understanding Beyond 2023, August 9-11, Boston, MA

Lewis, C., Young, D., & Greco, P. (2023) Hair Care Equity from the Top Down, NRC Health Human Understanding Beyond 2023, August 9-11, Boston, MA

Greco, P., & Young, D. (2023) Human Understanding in Practice, NRC Health Human Understanding Beyond 2023, August 9-11, Boston, MA

Greco, P. & Mitelman C. (2023) Bringing DEI and Human Understanding to Individual Patients. Becker's Healthcare Podcast and Becker’s Hospital Review, February 16, 2023

Greco, P., & Loundas, C. (2022) The Next Evolution of Measurement and Reporting, Next Generation Patient Experience Annual Conference, December 4-6, 2022, Indian Wells, California

Greco, P., Lundy, I., Thao, K. (2022) Leading the Way to Health Equity, Next Generation Patient Experience Annual Conference, December 4-6, 2022, Indian Wells, California

Greco, P., (2022) Increasing Compassion and Engagement through Narrative Medicine, Next Generation Patient Experience Annual Conference, December 4-6, 2022, Indian Wells, California

Greco, P. (2022) Health Equity in Patient Experience, Patient Experience Exchange October 23-25, 2022, St. Petersburg, Florida

            Greco, P., Hendery, S., Sachs, J., Searls, A. (2022). Gathering Data: How the Pros Boost Their Patient Experience With Measurable Outcomes. Becker's Patient Experience and Marketing Virtual Forum, Aug 16, 2022.

            Greco, P. (2022). Meeting the Challenges to Patient-Centered Culture. NGPX Virtual Summit, July 20, 2022

            Greco, P. (2022). Engaging Your PFACs and Patient Communities.  NGPX Virtual Summit, July 20, 2022

            Greco, P. (2022).  Understanding Humans. NRC Health 2022 Growth Team Conference, January 20, 2022

            Greco, P. and Stanziano, D. (2022): Beyond the Pandemic: Lessons Learned and Challenges Overcome in Improving the Patient Experience, Becker's Patient Experience and Marketing Virtual Event, January 25, 2022

Bo, C., Burrell, C., and Greco, P. (2022). How D.R.I.V.E. (Diversity Anti-Racism, Inclusion, Value and Equity) is Put into Motion at Nemours Children’s Health. American College of Healthcare Executives, Congress on Healthcare Leadership, March 28-31, 2022, Chicago, IL.

            Greco, P., Carrion, R., Savoie, C., and Young, D. (2021). Patient and family perspectives on health equity. Presented at International Conference on Communication in Healthcare. Virtual International Conference, August 2021.

             Greco, P. (2021). Achieving health equity: the pivotal role of real-time surveying. (2021). Presented at the 27th Annual NRC Health Symposium, Nashville, TN, August 2021.

             Greco, P., Lundy, I., Dubovsky, A., & Harris, T. (2021). Leading the Way to Health Equity.  Next Generation Patient Experience: Patient Experience Innovation Conference, Palm Springs, CA, December 1-2, 2021.

             Greco, P, Gran K., Burnes. B., Denton, K. (2021). Faculty Professionalism and Wellbeing. Next Generation Patient Experience: Patient Experience Innovation Conference, Palm Springs, CA, December 1-2, 2021.

              Greco, P. & Harris, T. (2021). Closing Health Equity Gaps in Patient Experience. (2021). Next Generation Patient Experience: Patient Experience Innovation Conference, Palm Springs, CA, December 1-2, 2021.

             Greco, P., Searls, A., Boissy, A., Cunningham, C., Crowe-Jackson, C., Kripper, C. (2021). CXO Report-Out: Future Directions for the Field. Next Generation Patient Experience: Patient Experience Innovation Conference, Palm Springs, CA, December 1-2, 2021.

Greco, P. and Siddiqui, M. (2020) Diversity and Inclusion in Modern Patient Care. Paper presented at Next

Generation Patient Experience Virtual Conference, November 5, 2020.

Greco, P. and Rehring, T. (2020) Innovations in Employee Engagement and Improvement. Paper presented at the Next Generation Patient Experience: Technologies and Innovations at the Heart of Patient Care, August 12, 2020.

Greco, P. and Rubino, L. (2020) Insights to Action: Applying Strategic Data in Patient Interactions. Next Generation Patient Experience Virtual Event, November 5, 2020

Greco, P. and Arcidiacono, T. (2020). Improving Patient Experience in the Midst of a Pandemic. Paper presented at the Academy of Communication in Healthcare Virtual Research Forum 2020. June 27, 2020.

Greco, P. (2020). A "New Normal": Helping Patients and Families Feel Safe in Returning to Health Care Settings. Paper presented at the Academy of Communication in Healthcare Virtual Research Forum 2020. June 27, 2020.

Fallucco, E.M., Lames, L., Smotherman, C., Greco, P. (2019). Impact of Experiential Training With Standardized Patients on Screening and Diagnosis of Adolescent Depression in Primary Care. Journal of Adolescent Health, 65 (1), 57-62.

Greco, P. (2019). A Comprehensive Contextual Approach to Improving Health Care Communication: Impact on Patient and Psychologist Satisfaction. Paper presented at the International Conference on Communication in Healthcare, October 2019; San Diego, CA

Greco. P., Pfieffer, J., & Thibodeaux, J. (2019). Passport to an Improved Medical Experience for Patients with Autism Spectrum Disorders.  Paper presented at the International Conference on Communication in Healthcare, October 2019; San Diego, CA

Greco, P., Carrion, R., & Saldana, P. (2019). Barriers to Active Participation during Medical Encounters: Perspectives of Adolescent Patients.  Paper submitted to the International Conference on Communication in Healthcare, October 2019; San Diego, CA

Greco, P.. & Pitel, P. (2019). Translating Research into Practice: An Innovative Method for Providing Communication Education to Medical Providers. Presented at the International Conference on Communication in Healthcare, October 2019; San Diego, CA

Greco, P. (2018).  Improving the patient experience: expanding the role of the pediatric psychologist.  Paper presented at the Society of Pediatric Psychology Annual Conference, April 5-7, 2018, Orlando, FL

Greco, P., Charbonneau, L., Fagan, M., & Laskey, S. (2017). Engaging Providers and Staff Consistently in the Patient Experience. Next Generation Patient Experience Webinar, October 19, 2017.

Fallucco, E.M., Greco, P., Aldridge, P.A., Bolanos, V., Leung, K., Robertson Blackmore, E. (2017). Parental Depressive Symptoms and Early Childhood Behavioral and Emotional Problems as Measured in Pediatric Primary Care Settings. Journal of the American Academy of Child and Adolescent Psychiatry. October 2017. 56(10): S154.

Greco, P. & Pitel, P.  (2016). Utilizing the Strengths of the Pediatric Psychologist in Health Care Improvement Efforts: A Quality Improvement Approach to Clinical Coaching; Clinical Practice in Pediatric Psychology, Vol. 4 (1), 84-89.December 2015

Greco, P. & Shroff Pendley, J. (2016) Pediatric Psychologists through the Looking Glass: Direct Behavioral Observation and Intervention Aimed at Improving Patient and Psychologist Satisfaction.  Poster presented at the Society of Pediatric Psychology Annual Conference, April 14-16, 2016, Atlanta, GA.

Greco, P., Bejarano, C., Taylor, A., Carrion, R., King, D., & Pitel, P. (2015)  Direct Observation and Coaching of Physician Communication within Patient Interactions: How Satisfied Are Providers Following the Process? Poster presented at the International Conference on Communication in Healthcare, October 25-28, 2015; New Orleans, LA

Greco, P. (2015) Engaging Patients in Evaluation of Provider Communication and Teamwork: A Model for Brief Interview of Patients and Their Families Immediately Following Directly Observed Medical Encounters.  Paper presented at the International Conference on Communication in Healthcare, October 25-28, 2015; New Orleans, LA

Greco, P., Carrion, R., Bonetti, R., D’Alessandro, T., & Pitel, P. (2015) The GO Project: An Innovative and Integrative Approach to Improving Provider Communication and Teamwork.  Paper presented at the International Conference on Communication in Healthcare, October 25-28, 2015; New Orleans, LA

Greco, P. (2015).  An Integrative Approach to Patient Autonomy: Empowering Patients from Check-In To Check-Out.  Paper presented at Next Generation Patient Experience Conference, December 1-3, 2015, Phoenix, Arizona.

Greco. P., (2015) Fostering Patient Autonomy.  Opening Comments as Session Chair, Next Generation Patient Experience Conference, December 1-3, 2015, Phoenix, Arizona.

Greco, P. (2015) The Importance Of Establishing A Patient And Family Advisory Council. Panel Moderator, Next Generation Patient Experience Conference, December 1-3, 2015, Phoenix, Arizona.

Greco, P. (2015) Prevention of physician burn-out—increasing provider engagement in patient experience efforts.  Roundtable Presentation, Next Generation Patient Experience Conference, December 1-3, 2015, Phoenix, AZ

Greco, P. (2014). Top 10 communication errors and how to avoid them in primary care. Pediatrics for the Primary Care Physician, June 2014, Amelia Island, Florida.
            Greco, P. (2014). Practical strategies for dealing with difficult family situations. Pediatrics for the Primary Care Physician, June 2014, Amelia Island, Florida.

Greco, P., Vigilante, V., Hossain, M.J., Gavin, L., Taylor, A. & Wysocki, T. (2013). Age-Related Changes in Children’s Communication Behaviors during Pediatric Health Care Encounters.  Presented at the Society of Pediatric Psychology National Conference, New Orleans, LA.

Wysocki, T., Henry, SI, Fuzzell, L, Greco, P., & Antal, H. (2012). Feasibility of a Direct Observation Study of Clinic Visits for Pediatric Chronic Conditions. Poster presentation at the American Psychological Association annual meeting, August, Orlando, FL.

Wysocki, T., Henry, S.I., Fuzzell, L., & Greco, P. (2012). Audio-Video Recording of Pediatric Subspecialty Visits: Assessment of Observational Reactivity. Poster presentation at the American Psychological Association annual meeting, August, Orlando, FL.