Phil Shaw

Director Patient Relations
Rush Universty Medical Center

Phil Shaw, MEM, is Director of Patient Experience at Rush University Medical Center in Chicago, Illinois. Phil has experience in many facets of healthcare delivery including clinical performance, operational efficiency, accreditation, regulatory compliance, national quality measures and patient satisfaction. Phil also serves as Adjunct Faculty at Rush University and has developed and co-directs a graduate level course for 2nd year Health Systems Management students based on Lean and Six Sigma performance improvement methodology. Prior to coming to Rush in 2009, he was Plant Manager at Littelfuse Inc., a high volume electronics component manufacturer based in Chicago, Illinois. While at Littelfuse, Phil held various roles in Quality, Operations and Engineering management. Phil received his Bachelor of Science degree in Materials Engineering from the University of Illinois at Urbana Champaign in 1991. Phil has a Masters in Engineering Management from Northwestern University, McCormick School of Engineering (2003). Phil also has extensive experience in process improvement and is an ASQ certified Six Sigma Black Belt (2003).

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

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Patient Experience Strategy & Design

Thursday, May 12th, 2016

11:40 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