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ModeratorHelen Bevan, NHS England,
@HelenBevan
Welcome to session E1: Improving Service in Cancer Care:
A Pecha Kucha-Style Workshop
Clarity and brevity in presentations are endangered practices
Source of image: onlignment.com
Source of image: jennifermccrea.com
Our eight outstanding speakers will share their experiences of improving service in cancer care
Leonard BerryJerilyn CrainRobert ChapmanJoe Holcomb
Deborah MayerBrad StuartJody WilmetLou Carbone
Woodrow Wilson was asked by a member of his cabinet how long he took to prepare speeches:It depends....If I am to speak for ten minutes, I need a week for preparation….If fifteen minutes, I need three days….If half an hour, I need two days….If an hour, I am ready now
‘
Woodrow Wilson was asked by a member of his cabinet how long he took to prepare speeches:It depends....If I am to speak for ten minutes, I need a week for preparation….If fifteen minutes, I need three days….If half an hour, I need two days….If an hour, I am ready now
‘ We have been preparing for
three months!
Joel Meilleur
The holy triad of great presentations
• Be brief• Be brilliant• Be gone
Leonard Berry, PhD,Distinguished
Professor of Marketing,Texas A&M University
1111
Improving Servicein Cancer Care
Leonard Berry, Ph.D.University Distinguished Professor of Marketing
Mays Business School, Texas A&M UniversitySenior Fellow, Institute for Healthcare Improvement
1212
Cancer is always life-changing and often life-
ending.
Cancer care is a high-emotion service.
“Patients are ultra-sensitive to the doctor’s
words
as clues to whether they will live or
die.” ~ a
cancer patient
“I wear the heart as a symbol of compassion. I truly love my patients. I often give them hugs when I see them and say goodbye.”
– Dr. David Gullion, medical oncologist, Marin Cancer Care
The QuestionHow can we improve the service experience of adult cancer patients and their families as they make the journey from diagnosis onward?
An Ongoing Quest to Look for Answers
5 C’s of Cancer Service
Coordinating Cancer Services
Orchestrating Experience Clues
Enabling Connection
Valuing Care Continuity
Creating Community Partnerships
A Sampling of Cancer Service “Bright Lights”
SETON CANCER CARE’S “BIG PINK BUS”
Community
Monter Cancer Center’s“Shame Free” Service Culture
Clues
Lacks Cancer Center’s Financial Navigator
Program
Coordination
Kaiser Permanente’s “Embedded”
InfusionPharmacy
Connection
Mayo Clinic Arizona’sSupportive Care Infusion
Center
Connection
Seton Cancer Care’s Survivorship Navigation
and Clinic Services
Continuity
Bellin Health’sCancer Patient Fitness
Program
Continuity
ProHealth’s Care Support In-Home Palliative Care
Service
Continuity
Hospice of the Valley’s Off-Hours Call Center
Connection
A room at Ryan House
RYAN HOUSE’S “STORY OF ME” ROOM
Clues
“We cannot always control the clinical
outcome, but we can control the
patient experience.”~ Team Leader, The Cancer
Team Bellin Health Systems
Cancer touches us all – sooner or later, directly or indirectly. What an opportunity we have to improve the journey that patients and families make.
Jerilyn CrainPatient Advocate
Kaiser Permanente
The BeginningJerilyn Crain ● Kaiser Permanente ●
Patient Advisor
“Yes Mrs. Crain, you have cancer.”
I CAN DO ALL THINGS THROUGH CHRIST WHO
I CAN DO ALL THINGS
THROUGH CHRIST WHO
STRENGHTENS ME
RADIATION BUS
RADIATION BUS
• Support Group Picture - hands
C≠D
Robert Chapman, MD, Director,
Josephine Ford Cancer Institute, Henry Ford Health
System
Providing Real Service:
One Doctor’s Perspective
ROBERT CHAPMAN, MD
Conflicts of Interest
None
Joe Holcomb, Director, Oncology
WellnessINTEGRIS Cancer
Institute of Oklahoma
Joe D. HolcombDirector, Oncology WellnessINTEGRIS Cancer Institute of Oklahoma
MULTIDISCIPLINARY CANCER CONFERENCES AND CLINICS
Deborah Mayer, PhD, RNA, OCN, FAANProfessor
University of North Carolina at Chapel Hill
The Face of Cancer
Deborah K. MayerProfessor University of North CarolinaDirector of Cancer SurvivorshipLineberger Comprehensive Cancer CenterChapel Hill, NC
AN INTERRUPTED LIFE
BUMPS ON THE ROAD OF LIFE
SEASONS OF SURVIVAL
WHEN LIFE IS SEWN BACK TOGETHER, IT HAS CHANGED
Spiritual Well BeingSocial Well Being
Psychological Well Being
Physical Well Being and Symptoms
Cancer Survivorship
Ferrell, BR and Grant, M. City of Hope Beckman Research Institute
(2004)
Quality of Life
The Road Home
Physical Well Being and Symptoms
AS I AM, BEAUTIFUL AND WHOLE
A BLUE DAY
Psychological Well Being
MIXED EMOTIONS
RELAY FOR LIFE – SURVIVORS’ LAP
Social Well Being
UNITED IN BRAVERY
Soldiers of Love
Spiritual Well Being
CONNECTING WITH THE UNIVERSE
CAREGIVER
UNCHARTED
Picking up my pieces
SEARCHING: THE ANSWER IS OUT THERE
THE ROAD TO SURVIVAL
The Face of Cancer
Brad Stuart, MD, Chief Medical Officer, Coalition to Transform
Advanced Care
Care Beyond CureBrad Stuart MDChief Medical Officer
Coalition to Transform Advanced Care(C-TAC)
BradS@theCTAC.org
How can we blend the best treatment for patients…
…with the best caring for people?
We can confront the threat of cancer…
…with teams of clinicians who bring care…
…to people where they live.
We can practice deep listening…
…so people may truly be heard.
Help people adapt to life’s challenges…
…and discover what really matters to them.
Help them see all their options…
…so they can choose for themselves.
Help them make decisions now…
…so loved ones aren’t left to decide.
Help people see in the dark…
…so they can find the water of life.
Then we can provide the best treatment…
…as part of real health care.
Then we can find healing together…
…and bring it to a thirsty world.
Jody Wilmet, RNVice President
Bellin Heart and Vascular Center
Bellin Health
Lessons Learned:Building New Cancer Center
Jody Wilmet, RN, BSN, MSVP Cancer Services
What did our cancer
patients want?
Don’t make us come to the hospital for
treatment
Add facility pic
We want better access to care
Give us top notch physicians
We want our doctors to know us and
talk to each other
Give me a support person
What Cancer??
Find new pic of wedding
Lou CarboneCEO
Experience Engineering
© 2015, All Rights Reserved. Experience Engineering, Inc.lcarbone@expeng.com
“you cannot NOT have an experience…
…the question is, how managed or haphazard is that experience?”
Lou Carbone,President & CEO
Experience Engineering, Inc.
© 2015, All Rights Reserved. Experience Engineering, Inc.lcarbone@expeng.com
© 2015, All Rights Reserved. Experience Engineering, Inc.lcarbone@expeng.com
© 2015, All Rights Reserved. Experience Engineering, Inc.lcarbone@expeng.com
© 2015, All Rights Reserved. Experience Engineering, Inc.lcarbone@expeng.com
clues emotions attitudes behavior
AffectShape
Drive
© 2015, All Rights Reserved. Experience Engineering, Inc.lcarbone@expeng.com
© 2015, All Rights Reserved. Experience Engineering, Inc.lcarbone@expeng.com
types of clues that customers experience
what we taste
what we feel
what we see
what we hear
what we smell
© 2015, All Rights Reserved. Experience Engineering, Inc.lcarbone@expeng.com
categories of clues
humanic clues
emotional
mechanic clues
emotional
functional clues
rational
© 2015, All Rights Reserved. Experience Engineering, Inc.lcarbone@expeng.com
© 2015, All Rights Reserved. Experience Engineering, Inc.lcarbone@expeng.com
© 2015, All Rights Reserved. Experience Engineering, Inc.lcarbone@expeng.com
what kind of experience do these clues create?what if we managed these clues?
ExperienceDesign
ExperienceManagement
System
WHAT
HOW
Culture / Clue Consciousness
© 2015, All Rights Reserved. Experience Engineering, Inc.lcarbone@expeng.com
"People will forget what you said. They will forget what you did, but they will never forget how you made them feel."
Maya Angelou
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