Next Generation Patient Experience 2016 (past event)
November 29 - December 01, 2016
1.888.482.6012
Patient Experience Strategy & Design
07:40 - 08:25 Registration and Networking Breakfast
08:25 - 08:35 Welcome Remarks
08:35 - 08:45 Opening Address By The Conference Chair
08:45 - 09:05 Keynote: Leveraging Design Thinking Principles To Reinvent The Patient Experience
09:05 - 09:25 Keynote: Bridging The Gap Between Retail, Hospitality And Healthcare
As healthcare continues to grapple with unprecedented change - defined by escalating costs, declining reimbursement, and increasing demands for high quality care and service; the ability to adapt to the ever-changing landscape by embracing innovation is critical. On the wake of this global burning platform, it is imperative to create an exceptional world-class experience centered around the customer. The underpinning of this journey encompasses a strong value proposition by borrowing innovative standards from the hospitality and retail service industry and establishing an infrastructure for service and operational excellence.
Session Objectives:
•Understand the “customer centered” transformational strategy borrowing innovations from the hospitality and retail service industry
•Learn key best practices and interventions employed through a real-life case study
•Hear lessons learned and obstacles overcome
09:25 - 09:45 Keynote: Patient Engagement: The Complexity Behind The Buzzword
The recent healthcare revolution has launched providers and stakeholders on a mad journey to purchase a variety of new technological “solutions” for engaging patients. The truth is that the vast majority of such solutions are in reality patient education rather than patient engagement tools. Don’t miss this dynamic presentation from nationally recognized patient engagement expert, Dr. Peter Edelstein, as he shares his perspective on the challenges behind “Patient Engagement” and on his belief that it is only through a mixture of technology and human interaction that patients can be successfully engaged, educated, and empowered.
09:45 - 10:05 Keynote: Creating a System-Wide Patient Experience Strategy: Mount Sinai’s Approach
How do you lead a newly-formed, multifaceted organization, with disparate cultures, capabilities, and resources, from trying “the flavor of the day” approach to improving the patient experience, to focusing on fundamental, evidence-based approaches that, when done well and consistently, will result in the desired outcomes?
Learning objectives:
At the end of this session, participants will be able to articulate how one organization
• Defined Six Key Strategies to improve the Patient Experience goals
• Supports leaders, physicians, managers, and frontline staff across the organization to develop necessary competencies
Learning objectives:
At the end of this session, participants will be able to articulate how one organization
• Defined Six Key Strategies to improve the Patient Experience goals
• Supports leaders, physicians, managers, and frontline staff across the organization to develop necessary competencies
10:05 - 10:35 Networking & Refreshment Break
10:35 - 10:40 Opening Remarks
10:35 - 10:40 Opening Remarks
10:40 - 11:40 Deep Dive Workshop A: Physician Burn Out Study—What You Need To Know
A presentation about where we are in Patient Experience, How it interfaces with the current Burnout crisis. Motivational frameworks will be discussed. Some key thoughts to use to reconnect with our true motivation and purpose in medicine will be discussed. This should allow physicians to have more resiliency, and leaders to provide an authentic reason why we should all strive to improve patient experience.
Learning objectives;
• Be able to discuss differences in the concepts of satisfaction vs Experience, as well as Patient and Physicians perceptions of Quality
• Understand and acknowledge some of the core causes of Burnout
• Discuss motivational frameworks and Intrinsic vs Extrinsic Motivators
• Provide a “connect to purpose and Motivation” idea that can be used by physicians, advanced practice providers, and leaders
Mayo Clinic Health System
Learning objectives;
• Be able to discuss differences in the concepts of satisfaction vs Experience, as well as Patient and Physicians perceptions of Quality
• Understand and acknowledge some of the core causes of Burnout
• Discuss motivational frameworks and Intrinsic vs Extrinsic Motivators
• Provide a “connect to purpose and Motivation” idea that can be used by physicians, advanced practice providers, and leaders
Thomas G. Howell, MD
Medical Director for Patient Experience, Con-OB GYN,Mayo Clinic Health System
10:40 - 11:40 Deep Dive Workshop B: Redesigning The Patient & Family Experience At Stanford Health Care Through Innovation & Design Thinking
Speakers:
David Janka, MD Faculty Affiliate and Adviso; Teaching Faculty Harvard Medical School Advisor For Primary Care; Stanford D School
Alpa Vyas VP, Patient Experience Stanford Hospital & Clinics
Helen Waters Design and Innovation Leader Stanford Healthcare
Melody Lau Design and Innovation Leader Stanford Healthcare
David Janka, MD Faculty Affiliate and Adviso; Teaching Faculty Harvard Medical School Advisor For Primary Care; Stanford D School
Alpa Vyas VP, Patient Experience Stanford Hospital & Clinics
Helen Waters Design and Innovation Leader Stanford Healthcare
Melody Lau Design and Innovation Leader Stanford Healthcare
The case for innovation and change in healthcare delivery, quality and cost has solidified over the past few years. Healthcare organizations have been slow to bring new products, services and technologies to market to meet the needs of our patients, and the process has been costly. To innovate products and services amid the major industry shifts, growth and reform, organizations are increasingly embracing the importance of human-centered design.
This session will:
• Provide an overview of design thinking ecosystem at Stanford Health Care including leadership engagement, team structures, training
• Demonstrate the value of integrating improvement and design methodologies to develop patient/family centered products & services through case examples
• Provide lessons learned and reflections on the design thinking journey and what is ahead
Harvard Medical School Advisor For Primary Care; Stanford D School
This session will:
• Provide an overview of design thinking ecosystem at Stanford Health Care including leadership engagement, team structures, training
• Demonstrate the value of integrating improvement and design methodologies to develop patient/family centered products & services through case examples
• Provide lessons learned and reflections on the design thinking journey and what is ahead
David Janka, MD
Faculty Affiliate and Adviso; Teaching FacultyHarvard Medical School Advisor For Primary Care; Stanford D School
11:40 - 12:00 Case Study Presentation: The Journey to the Top Decile-Improving the Patient Experience at Rush University Medical Group
The Institute for Healthcare Improvement has identified five key drivers to achieve exceptional patient and family experience. Systems that deliver Reliable Care, Leadership focused on patient centered care, Hearts and Minds of all staff and providers fully engaged, every care interaction anchored in a Respectful Partnership and collaborative Evidenced Based Care are all equally important. We will share how Rush University Medical Group continues on a journey to exceptional patient and family experience through focused attention and improved performance in several of these key drivers, including the specifics of improvement strategies employed at the clinic level such as Lean Rapid Improvement Events and Experience Based Design.
Goals and Learning Objectives:
• Understanding of the IHI key drivers of achieving exceptional patient and family experience
• Exposure to improvement strategies such as Rapid Improvement Events and Experience Based Design
Rush University Medical Group
Goals and Learning Objectives:
• Understanding of the IHI key drivers of achieving exceptional patient and family experience
• Exposure to improvement strategies such as Rapid Improvement Events and Experience Based Design
Brian Smith
Vice President, Clinical Affairs-Clinical Practice Executive DirectorRush University Medical Group
11:40 - 12:00 Case Study Presentation: Effective Leadership Coaching- Tips to Make a Good Leader a Great Coach
Everyone on the team has a role in improving the Patient Experience. But leaders have an especially important role that can make the difference in overall performance. We will review just how important coaching is in order to create and sustain an ideal patient experience for every patient, every time. This session will explore the role of leaders as coaches in the workplace and provide insight into what can make a good leader a great coach.
Learning Objectives:
• Explore the role of leader as coach
• Review what makes a good coach
• Discuss the results of good coaching
Regents of The University of Michigan
Learning Objectives:
• Explore the role of leader as coach
• Review what makes a good coach
• Discuss the results of good coaching
Cassandra Willis-Abner
Associate Director, Operations and Service ExcellenceRegents of The University of Michigan
12:00 - 13:00 Deep Dive Workshop C: Reiminaging The Way You Think About Patient Identification
Speakers:
Ted Danhauser Head of Pharma/Healthcare & Partner Management North America and APAC Divis SMARTRAC
Peter D. Costantino MD, FACS Co-Founder; Executive Director & Senior Vice President CIT; The New York Head & Neck Institute and The Otolaryngology-Head & Neck Surgery Service Line of North Shore-LIJ Health System
Ted Danhauser Head of Pharma/Healthcare & Partner Management North America and APAC Divis SMARTRAC
Peter D. Costantino MD, FACS Co-Founder; Executive Director & Senior Vice President CIT; The New York Head & Neck Institute and The Otolaryngology-Head & Neck Surgery Service Line of North Shore-LIJ Health System
Traditional patient wristbands have a number of shortfalls when it comes to patient safety and experience. Combining a cutaneous identifier and a mobile device app with an Internet of Things platform delivers a breakthrough solution for hospitals to holistically manage the patient experience during and after the hospital stay.
• Challenges associated with the current identification process?
• How does this new technology address key patient experience and safety issues?
• How does this meaningfully impact patients, families, hospital staff, hospital administration and physicians?
SMARTRAC
CIT; The New York Head & Neck Institute and The Otolaryngology-Head & Neck Surgery Service Line of North Shore-LIJ Health System
• Challenges associated with the current identification process?
• How does this new technology address key patient experience and safety issues?
• How does this meaningfully impact patients, families, hospital staff, hospital administration and physicians?
Ted Danhauser
Head of Pharma/Healthcare & Partner Management North America and APAC DivisSMARTRAC
Peter D. Costantino MD, FACS
Co-Founder; Executive Director & Senior Vice PresidentCIT; The New York Head & Neck Institute and The Otolaryngology-Head & Neck Surgery Service Line of North Shore-LIJ Health System
12:00 - 13:00 Deep Dive Workshop D: The Words We Use To Transform The Patient Experience
The words we use to advance our patient experience strategies have a powerful impact on our aspirations, team engagement and our results. Language has the power to shift the conversation and is a key ingredient in transforming the patient, family and care team
experience. In this session, you will find keywords that propel your patient experience conversations, instead of limiting your capacity for breakthroughs. You will also identify concrete language skills and words that enable employees and physicians to build relationships quickly and strengthen engagement and partnership and communicate with empathy and compassion to reduce patient and family anxiety and suffering. Participants will come away with strategies for engaging the entire healthcare team in choosing and using language that elevates the patient experience to a breakthrough level.
13:00 - 14:00 Lunch
14:00 - 15:00 Deep Dive Workshop E: Creating a High Reliability Experience through Patient Journey Value Mapping
The University of Chicago Medicine Patient Experience and Engagement Program developed and deployed an advanced methodology to Lean Value Stream Mapping that intentionally integrates the patient experience called Patient Journey Value Mapping (PJVM). PJVM has demonstrated success in identifying improvement opportunities and integrating an appreciative inquiry model, all of which centers around elements of operational, care perceptions, behaviors, communication, and physical environment concepts at each patient / family touchpoint. This approach has proven to identify an ideal state for creating a high reliability institution based on direct patient and family feedback.
Participants will learn:
• The benefit of Patient Journey Value Mapping (PJVM) integrating the patient voice in improvement methodologies
• How to conduct a PJVM session
• Methods to operationalize the defined future state
• The tactical tools necessary to translate this practice into your institution
The University of Chicago Medicine
Participants will learn:
• The benefit of Patient Journey Value Mapping (PJVM) integrating the patient voice in improvement methodologies
• How to conduct a PJVM session
• Methods to operationalize the defined future state
• The tactical tools necessary to translate this practice into your institution
Sunitha Sastry, MPH
Director, Experience Improvement & Innovation, Discharge Care Call Center PThe University of Chicago Medicine
14:00 - 15:00 Deep Dive Workshop F: Designing, Implementing And Sustaining Patient Family Advisory Councils In Your Healthcare Organization
This workshop will provide a pragmatic approach to understanding the role of patient family advisors, and the fundamental knowledge on how to create a Patient Family Advisory Council including recruiting patient family advisors to be part of a Patient Family Advisory Council. We will discuss how to sustain a patient family advisory council and ensure successful engagement of patient and family advisors with staff.
Objectives:
At the end of this workshop, participants will be able to
• Describe the qualities necessary to be a patient family advisors and their role on a Patient Family Advisory Council
• Develop and implement a successful Patient Family Advisory Council within a health care system
• Discuss how to engage patient family advisors and sustain Patient Family Advisory Councils
Brigham & Women`s Hospital
Objectives:
At the end of this workshop, participants will be able to
• Describe the qualities necessary to be a patient family advisors and their role on a Patient Family Advisory Council
• Develop and implement a successful Patient Family Advisory Council within a health care system
• Discuss how to engage patient family advisors and sustain Patient Family Advisory Councils
Maureen Fagan, DNP, MHA,WHNP-BC,FNP-BC
Associate Chief Nurse -OB/GYNBrigham & Women`s Hospital
14:00 - 15:00 Deep Dive Workshop G: Building a High Reliability Organization (HRO) Focused On Human-Centered Care
Learn about the an operating system framework used in one of the nations largest academic medical centers that purposefully aligns its high reliability model with its vision of being a national leader in the patient experience. See how the organization rolled out this system making intentional connections to several key strategies that focus on quality & safety, professional resiliency, and building a culture that is focused on positive outcomes. Also covered is a balanced approach to a comprehensive patient experience strategy.
During this session participants will learn Barnes-Jewish Hospital's:
• Methods, systems and tools for bringing its mission, vision and values into the fabrics of it daily operations
• How the BJH team selects, standardizes and organizes system-wide operational models and best practices from a high reliability perspective
• The significance of professional resiliency and developing a culture gratitude and the role of these key strategies on both the patient experience and highly reliable outcomes
During this session participants will learn Barnes-Jewish Hospital's:
• Methods, systems and tools for bringing its mission, vision and values into the fabrics of it daily operations
• How the BJH team selects, standardizes and organizes system-wide operational models and best practices from a high reliability perspective
• The significance of professional resiliency and developing a culture gratitude and the role of these key strategies on both the patient experience and highly reliable outcomes
15:00 - 15:40 Case Study Revolution: Bridging The Facilities And Family Relations Gap
With a focus on improving the family and patient experience, The Children’s Hospital of Philadelphia created a dedicated Facilities/Family Relations workgroup which is unique to most children’s hospitals. This presentation will identify ways that a facilities and hospitality partnership can improve patient experience. The Facilities/Family Relations workgroup is dedicated to working with multiple departments to insure that the family and patient experience is smooth throughout the patient’s entire experience at CHOP. The workgroup has launched several work streams including a new wayfinding/theming initiative, a family hospitality center, refocusing of the public spaces, developing on-stage/off stage staff spaces and a full community and staff communication plan. We have been able to improve the family and patient experience through design improvements, without a new physical space. Audience participants will work in groups to develop solutions to facilities-related challenges at their own organizations.
Learning Objectives:
· Identify ways that a facilities hospitality partnership can improve patient experience
· Learn tips to improve an existing facility and experience without building new or breaking the bank
· Prioritize the greatest family impact with short, mid and long term initiatives
· Learn tools to evaluate the impact of the environment on family hospitality
Learning Objectives:
· Identify ways that a facilities hospitality partnership can improve patient experience
· Learn tips to improve an existing facility and experience without building new or breaking the bank
· Prioritize the greatest family impact with short, mid and long term initiatives
· Learn tools to evaluate the impact of the environment on family hospitality
15:00 - 15:40 Case Study Revolution: Patient Education: Chaos To Strategy In 24 Months
Patient education offers a significant opportunity to engage patients, with the ultimate goal of improving health outcomes. We are pleased to share our journey of the transformation of a fragmented education program across a 20 hospital system into a more comprehensive unified health library. Faced with eleven different vendors supplying patient education content housed in multiple electronic health record systems, we successfully created a strategy and practical tactics to transform our approach. Ultimately, our patients are better prepared with consistent education messages leading to enhanced self-management skills, improved health outcomes, and potentially reduced hospital readmissions. National best practices for patient education were researched and implemented, transforming our program into a highly functioning and effective patient engagement strategy. Audience participation will focus on attendee’s patient education challenges with discussion of suggested solutions.
Learning Objectives:
• Identify key components of a strategic plan for Patient Education.
• Examine effective teaching strategies to engage patients such as Health Literacy and Teach Back.
• Explore practical steps to transform your patient education program to engage patients more fully.
Learning Objectives:
• Identify key components of a strategic plan for Patient Education.
• Examine effective teaching strategies to engage patients such as Health Literacy and Teach Back.
• Explore practical steps to transform your patient education program to engage patients more fully.
15:40 - 16:20 Networking and Refreshment Break, Opening Of The Solutions Zone
Welcome to the kick of off the NGPX Solutions Zone which will serve as your “home base” for next two days. This is where you’ll enjoy bottomless coffee, soft drinks, cocktails and snacks; learn about the latest PX tools and technology; and catch up with colleagues and peers!
16:20 - 17:20 PX Leaders Roundtable Discussions
Moderators:
Virgie Mosley Patient Experience Manager UCLA Health
Lara Burnside Chief Patient Experience Officer JPS Health Network
Kathy Denton Associate Director, Patient Experience MD Anderson Cancer Center
Susan Ritter Administrative Director UCSF Health Experience, UCSF Medical Center/UCSF Benioff Children’s Hospital
Ted Danhauser Head of Pharma/Healthcare & Partner Management North America and APAC Divis SMARTRAC
Peter Edelstein Chief Medical Officer Elsevier Clinical Solutions
Peter D. Costantino MD, FACS Co-Founder; Executive Director & Senior Vice President CIT; The New York Head & Neck Institute and The Otolaryngology-Head & Neck Surgery Service Line of North Shore-LIJ Health System
Kathy Boswell Director Patient Experience and Community Wellness Baptist Health System
Robert J. Dudzinski Pharm. D. Executive Vice President West Corporation
Tara Becker VP Healthcare Client Strategy White Rhino
Speakers:
Joan Melgaard Founder, Writer, Chief Experience Strategist Ethnopraxis, Inc.
Jean Marie Johnson Writer, Facilitator, and Senior Experience Strategist Ethnopraxis, Inc.
Virgie Mosley Patient Experience Manager UCLA Health
Lara Burnside Chief Patient Experience Officer JPS Health Network
Kathy Denton Associate Director, Patient Experience MD Anderson Cancer Center
Susan Ritter Administrative Director UCSF Health Experience, UCSF Medical Center/UCSF Benioff Children’s Hospital
Ted Danhauser Head of Pharma/Healthcare & Partner Management North America and APAC Divis SMARTRAC
Peter Edelstein Chief Medical Officer Elsevier Clinical Solutions
Peter D. Costantino MD, FACS Co-Founder; Executive Director & Senior Vice President CIT; The New York Head & Neck Institute and The Otolaryngology-Head & Neck Surgery Service Line of North Shore-LIJ Health System
Kathy Boswell Director Patient Experience and Community Wellness Baptist Health System
Robert J. Dudzinski Pharm. D. Executive Vice President West Corporation
Tara Becker VP Healthcare Client Strategy White Rhino
Speakers:
Joan Melgaard Founder, Writer, Chief Experience Strategist Ethnopraxis, Inc.
Jean Marie Johnson Writer, Facilitator, and Senior Experience Strategist Ethnopraxis, Inc.
Topics:
1. How identification can impact patient safety, patient experience and transitions of care
Moderators: Peter D. Costantino, MD, FACS, Co-Founder, CIT, Executive Director & Senior Vice President, The New York
Head & Neck Institute and The Otolaryngology-Head & Neck Surgery Service Line of North Shore-LIJ Health System
Moderator:Ted Danhauser, Head of Pharma/Healthcare & Partner Management North America and APAC, Division, Intelligent Things,
SMARTRAC
2. Driving diversity and cultural competence for improved patient experience
Moderator: Lara Burnside, Chief Patient Experience Officer, JPS Health Network
3. LEAN Models and Methodologies
Moderator: Susan Ritter, Administrative Director, UCSF Health Experience, UCSF Medical Center/UCSF Benioff Children’s Hospital
4. Sustaining your patient and family advisory council
Moderator: Kathy Denton, PhD, CMQ/OE, SSBB, CPHQ, Associate Director of Patient Experience, MD Anderson Cancer
Center
5. Volunteer services—why it’s a win-win
Moderator: Virgie Mosley, Patient Experience Manager, UCLA Health
6. Identifying, addressing and preventing staff burn out
Moderator: Kathy Boswell, Director Patient Experience and Community Wellness, Baptist Health System
7. Adventures in Operationalizing Your Patient Journey Map
Moderators: Joan Melgaard, Founder, Writer, Chief Experience Strategist, Ethnopraxis
Jean Marie Johnson, Writer, Facilitator, and Senior Experience Strategist, Ethnopraxis
8. From Disconnected to Prescriptive: How to Assess and Evolve Organizational Patient Communication
Moderator: Robert Dudzinski. Pharm. D., Executive Vice President, West Corporation
9. Topic Pending
Moderator: Peter Edelstein, MD, FACS, FASCRS, Chief Medical Officer, Elsevier Clinical Solutions
10. Delivering a Best-in-Class Patient Experience that Rivals the Consumer Experience in Other Industries
Moderator:
Tara Becker, VP Healthcare Client Strategy, White Rhino
UCSF Health Experience, UCSF Medical Center/UCSF Benioff Children’s Hospital
SMARTRAC
CIT; The New York Head & Neck Institute and The Otolaryngology-Head & Neck Surgery Service Line of North Shore-LIJ Health System
1. How identification can impact patient safety, patient experience and transitions of care
Moderators: Peter D. Costantino, MD, FACS, Co-Founder, CIT, Executive Director & Senior Vice President, The New York
Head & Neck Institute and The Otolaryngology-Head & Neck Surgery Service Line of North Shore-LIJ Health System
Moderator:Ted Danhauser, Head of Pharma/Healthcare & Partner Management North America and APAC, Division, Intelligent Things,
SMARTRAC
2. Driving diversity and cultural competence for improved patient experience
Moderator: Lara Burnside, Chief Patient Experience Officer, JPS Health Network
3. LEAN Models and Methodologies
Moderator: Susan Ritter, Administrative Director, UCSF Health Experience, UCSF Medical Center/UCSF Benioff Children’s Hospital
4. Sustaining your patient and family advisory council
Moderator: Kathy Denton, PhD, CMQ/OE, SSBB, CPHQ, Associate Director of Patient Experience, MD Anderson Cancer
Center
5. Volunteer services—why it’s a win-win
Moderator: Virgie Mosley, Patient Experience Manager, UCLA Health
6. Identifying, addressing and preventing staff burn out
Moderator: Kathy Boswell, Director Patient Experience and Community Wellness, Baptist Health System
7. Adventures in Operationalizing Your Patient Journey Map
Moderators: Joan Melgaard, Founder, Writer, Chief Experience Strategist, Ethnopraxis
Jean Marie Johnson, Writer, Facilitator, and Senior Experience Strategist, Ethnopraxis
8. From Disconnected to Prescriptive: How to Assess and Evolve Organizational Patient Communication
Moderator: Robert Dudzinski. Pharm. D., Executive Vice President, West Corporation
9. Topic Pending
Moderator: Peter Edelstein, MD, FACS, FASCRS, Chief Medical Officer, Elsevier Clinical Solutions
10. Delivering a Best-in-Class Patient Experience that Rivals the Consumer Experience in Other Industries
Moderator:
Tara Becker, VP Healthcare Client Strategy, White Rhino
Susan Ritter
Administrative DirectorUCSF Health Experience, UCSF Medical Center/UCSF Benioff Children’s Hospital
Ted Danhauser
Head of Pharma/Healthcare & Partner Management North America and APAC DivisSMARTRAC
Peter D. Costantino MD, FACS
Co-Founder; Executive Director & Senior Vice PresidentCIT; The New York Head & Neck Institute and The Otolaryngology-Head & Neck Surgery Service Line of North Shore-LIJ Health System
17:20 - 17:45 Guest Speaker: Creating An Extraordinary Patient Experience In An Environment Of Declining Reimbursement
What does it mean to provide services patients “value”? See research that CTCA has done on what patients truly value in a Cancer Center and a Hospital. How is CTCA looking at our model to determine what areas are valued and what areas can be scaled back?
What are some other trends in healthcare that we all need to think about?
• Outpatient versus Hospital based care
• Concierge medicine
• Home based services
• Urgent Care facilities
What are some other trends in healthcare that we all need to think about?
• Outpatient versus Hospital based care
• Concierge medicine
• Home based services
• Urgent Care facilities
17:45 - 18:45 Kick Off Cocktail Reception In The Solutions Zone
Kick off NGPX in fabulous style with a wine tasting reception featuring a variety of wines from around the world and tasty appetizer pairings. There’s no better way to network and relax after a busy day, so grab a drink…or two!