Mark Mendelow

Director, Patient and Family Relations
Seattle Children's

Mark Mendelow is the Director for Patient and Family Relations at Seattle Children’s. He earned his Bachelors Degree in Psychology and Sociology from the University at Albany, New York and his Masters in Social Work from the University of California at Berkeley where he focused on Direct Practice with Children & Families. Mark has worked in pediatric acute care settings for over 30 years. Prior to joining Seattle Children’s Hospital in 2001, Mark was the Social Work Manager at Children’s Hospital Oakland and the Director for Patient and Family Services at the Lucile Packard Children’s Hospital at Stanford.

Mark has received post masters training in Family Centered Care, Service Excellence and Bioethics. Mark speaks frequently about challenging conversations with families, family centered care, and professional boundaries. He is the immediate past-president of the Puget Sound Patient Relations Network and was honored by the Seattle Children’s community in 2012 as the recipient of the Ken Feldman OBCC Diversity Award.

Check out the incredible speaker line-up to see who will be joining Mark.

Download The Latest Agenda

Patient and Employee Engagement

Sunday, June 12th, 2016

14:00 Presentation: Creative Tools For Managing High Risk Patient/Family Situations

Hospital staff and providers are often challenged by patients and families with complex psychosocial needs and limited coping skills. Many families are under great stress and we know this may impair their ability to cope effectively. This may be reflected in behaviors that staff and providers may characterize as challenging, disruptive to the patient’s care and at times, unsafe-verbally or physically. We’ll explore three tools employed at Seattle Children’s Hospital to mitigate challenging situations.

Learning Objectives:

• Learn about Partnership Plans as a respectful, patient-centered method to contract with patients and families
• Learn about proactive management of high risk situations through Psychosocial Rounds
• Review a job aid for staff to help manage a challenging phone call

16:10 PX Leaders Champagne Roundtable Discussions

Potential Topics
1. Surviving the omni-channel explosion
Moderator: Keith Taylor, Director of Customer Experience Management, PTP
2. The value of leadership engagement in rounding
Moderators: Sven Gierlinger, Chief Experience Officer, Northwell Health

Claudine Cangiano, Senior Director, Northwell Health
Shawn Lemerise, VP, Business Development, CipherHealth
3. Powerful leadership rounding strategies

Moderator: Christine Cunningham, Administrative Director, Office of Patient Experience, Stanford Children’s Health
4. Shared Decision Making—Lessons Learned

5. Getting beyond vouchers—effective service recovery strategies
Moderator: Lynn Charbonneau, Director, Patient Experience, Northside Hospital, HCA West Florida Division

6. Creative tools for managing high risk patient/family situations

Moderator: Mark Mendelow, Director, Patient and Family Relations, Seattle Children's Hospital
7. Tips for effective physician and nurse rounding

Moderator: Natalia Cineas, DNP, RN, NEA-BC, Adjunct Faculty, Practice Leadership & Quality, Columbia University School of Nursing, Senior Director of Nursing, Patient Care Services, Mount Sinai St. Luke’s, Mount Sinai Roosevelt
8. How do you integrate translation and interpreter services into PX?

Moderator: Christine Cassisi, Director, Patient Experience of Care, Shands Hospital, University of Florida
9. Capturing voice of the patient
Moderator: Jade Hewitt, Patient Experience Coach, Johns Hopkins Health System
10. From generalist to specialist: fitting your PX model to the type of provider
Moderator: Peggy Greco, Clinical Psychologist and Physician Consultant, Nemours Children’s Health System
11. Real or Ideal? Incorporating The “Real” Employee Narrative Into Your Patient Journey Map
Moderators: Joan Melgaard, Founder, Writer, Chief Experience Strategist, Ethnopraxis
Jean Marie Johnson, Writer, Facilitator, and Senior Experience Strategist, Ethnopraxis