Patients Forget the Scores. They Remember the Moments.
Chris Sund is a patient experience keynote speaker whose signature healthcare program, The Power of Small Moments, shows care teams how everyday interactions — the ones that never show up in a chart — compound into experience, loyalty, and reputation. Turning good care into great experiences, one moment at a time.
Experience Isn’t a Department. It’s a Thousand Small Decisions a Day.
HCAHPS initiatives and service standards matter — but patients don’t experience initiatives. They experience the nurse who remembered their daughter’s name, the tech who explained what was about to happen, the registrar who looked up from the screen. Chris gives care teams a simple, durable framework for owning those moments, and gives leaders a way to build the culture where small moments happen by design instead of by luck. Because here’s the connection most experience programs miss: staff who feel valued create patients who feel cared for — experience and retention are the same project.
- The small-moments framework: awareness, intention, and ownership at the bedside and beyond
- Why staff experience drives patient experience — and how to build both at once
- Service recovery that turns complaints into loyalty
- Non-clinical departments as experience-makers: registration, EVS, dietary, transport
- Leader rounding and recognition habits that sustain the standard
Where the Program Has Run
The Power of Small Moments is Chris’s most-requested healthcare session — delivered for hospitals, health systems, and healthcare associations, including a dedicated webinar for the Renal Healthcare Association. Explore the full program at The Power of Small Moments.
System & Hospital Events
All-staff experience kickoffs, leadership summits, and service-excellence launches.
Association Conferences
General sessions and breakouts for healthcare associations focused on experience and quality.
Patient Experience Weeks
PX Week keynotes that celebrate teams and reset the standard for the year.
Department Workshops
Working sessions for units, clinics, or non-clinical departments on owning their moments.
Audiences Chris Serves
Related pages: Healthcare Conference Speaker · Nurse Leadership Speaker · Senior & Long-Term Care Speaker
What Experience Leaders Ask
How is this different from standard service-excellence training?
It’s a culture message, not a script. Instead of mandated phrases and checklists, teams get ownership of their moments — which is why it sticks after the trainers leave. And it connects experience to retention, giving leaders one framework for both problems.
Does it work for non-clinical staff?
It’s built for them too — registration, EVS, dietary, transport, and security create as many patient moments as clinical teams do, and they’re usually left out of experience programs. In this one, they’re heroes.
Can Chris tie the session to our HCAHPS or experience data?
Yes — share your priorities in the pre-event call and he’ll connect the framework to the domains you’re working on, without turning the keynote into a data review.
What formats are available?
Keynote, half-day workshop, PX Week sessions repeated across shifts, and virtual formats for distributed teams — whatever gets the whole organization the same message.
Books, Signings, and Event Promotion
Many organizations already budget something for attendees at an experience kickoff or PX Week event. A signed copy of You Are Capable of More keeps the message working after the session ends, and it costs less than most teams expect at volume. Chris can personalize the message to your organization.
He can also run a signing table after the session so staff meet him and leave with a copy in hand, and he promotes your event across his own channels before and after. Ask about bulk book pricing, signings, and promotion when you reach out and it can be quoted together with the keynote as one package.
Make Great Experiences the Default, Not the Exception
Tell Chris about your organization and your experience goals. You’ll get a straight answer on fit and format.
Response within one business day
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