12345678€¦ · vendor hosted event bringing together the collective voices of healthcare professionals across the globe to convene, engage and expand the dialogue on improving patient

April 20 - 22, 2020Hilton Orlando Bonnet Creek - Orlando, Florida

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Patient Experience Conference is the largest independent, non-provider or vendor hosted event bringing together the collective voices of healthcare professionals across the globe to convene, engage and expand the dialogue on improving patient experience. At this interactive conference, you will identify strategies and discover solutions to help start your journey or to advance your program to the next level. Customize your experience through focused breakout sessions based on your stage of development or area of focus. Come prepared to network and build professional relationships and leave inspired to further your commitment to building the field of patient experience.

Who Should AttendPatient Experience Conference 2020 is designed for leaders and practitioners who are improving the patient experience with roles in such areas as:

• Executive Leadership

• Physician/Nurse Leadership

• Patient Experience/Satisfaction

• Service Excellence

• Patient and Family Advocacy

• Marketing/Community Outreach

• Quality/Safety Operations

• HR/Organization Development

• Clinical Education/Staff Developmen

• Patient and Family Advisors

STAY CONNECTEDFollow #PX2020 and @berylinstitute on Twitter

Registration Fees

Member* Guest*

$1,100 $1,250

Register online at www.cvent.com/d/q6qhr5.

*Not a member? Join today.

Questions about Patient Experience Conference 2020? Contact us at 1.866.488.2379

http://www.cvent.com/d/q6qhr5

http://www.theberylinstitute.org

Supporting Your PX JourneyThe Beryl Institute Experience Framework identifies the strategic areas through which any experience endeavor should be framed, provides a means to evaluate where organizations are excelling or may have opportunities for improvement and offers a practical application to align knowledge, resources and solutions.

Shaped by the contributions and learnings of our patient experience community, the Experience Framework includes eight strategic lenses through which organizations can address experience improvement and excellence.

The content of Patient Experience Conference 2020 has been aligned with the strategic lenses of the experience framework to help you identify content of interest or areas you would like to address further. Each session is coded with at least once strategic lens.

https://www.theberylinstitute.org/page/ExperienceFramework

https://www.theberylinstitute.org/page/ExperienceFramework

1 CULTURE & LEADERSHIP 2 INFRASTRUCTURE &

GOVERNANCE 3 STAFF & PROVIDER ENGAGEMENT 4 POLICY &

MEASUREMENT

5 ENVIRONMENT & HOSPITALITY 6 INNOVATION &

TECHNOLOGY 7PATIENT, FAMILY & COMMUNITY ENGAGEMENT 8 QUALITY & CLINCIAL

EXCELLENCE

LEGEND - STRATEGIC LENSES OF THE EXPERIENCE FRAMEWORK

SUNDAY, APRIL 19, 2020

9:00 AM - CERTIFIED PATIENT EXPERIENCE PROFESSIONAL (CPXP) PREPARATION COURSE

MONDAY, APRIL 20, 2020

8:30 AM - PRE-CONFERENCE WORKSHOPS & COMMUNITY GATHERINGS

11:15 AM - FIRST TIME ATTENDEE WELCOME

12:00PM - NETWORKING LUNCH

1:00 PM - WELCOME & CONFERENCE OVERVIEW: JASON A. WOLF

1:45 PM - KEYNOTE: SHOLA RICHARDS

3:00 PM - BREAKOUT SESSION 1

APPLYING A LEAN MANAGEMENT SYSTEM TO SUCCESSFULLY HANDLE PATIENT CONCERNS

Sharif Abdelhamid, MA, Director of Patient Experience and Advocacy, Denver Health

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CREATING A CULTURE OF RESPECT

Lynne Chafetz, Senior Vice President, General Counsel, Virginia Mason Medical Center

Charleen Tachibana, DNP, RN, FAAN, Senior Vice President, Quality/Safety & Patient Experience, CNO, Virginia Mason Medical Center

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EDUCATION BEYOND THE FOUR WALLS: USING EVERYDAY TECHNOLOGY TO IMPROVE PATIENT EXPERIENCE

Kym Halliday Clear MBA, RN, Manager, Community Programs. Lovelace Health System

Debra Zalvan, MBA, Executive VP - Corporate, UbiCare

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EMBEDDING PATIENT/FAMILY STORIES INTO THE HEART OF THE PRESENTATION

Rosie Bartel MA, Patient Advisor, Global Patient and Family Advisory Board

Tanya Lord, Patient Advisor, Global Patient and Family Advisory Board

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Schedule



MEASUREMENT



EXCELLENCE


HUNGRY FOR FEEDBACK: PARTNERING WITH PHYSICIANS TO SHARE FAMILY REVIEWS

Darlene Barkman, Family Consultant, Children’s Hospital of Philadelphia

James M. Callahan, MD, Physician Advisor, Patient and Family Experience, Children’s Hospital of Philadelphia

Alan R. Cohen, MD, Medical Advisor to the CEO, Executive Sponsor Patient and Family Experience, Children’s Hospital of Philadelphia

Brooke Rothman, MSP, Senior Advisor, Patient and Family Experience, Children’s Hospital of Philadelphia

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OUR PERSONALIZED APPROACH TO A CALL FOR HELP: COACHING AT THE ELBOW FOR PROVIDERS & CLINICIANS

Kirsten Corley, Director of Patient Experience, UnityPoint Clinic

Rachel Hardin, mHSA, Director Provider Services, UnityPoint Clinic

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WHY RECRUITING FOR DIVERSITY IN OUR PATIENT FAMILY ADVISORS MATTERS

Michele James, Vice President- People and Transformation, Scarborough Health Network

Janie Leopold, Patient Family Advisor, Scarborough Health Network

Kristy Macdonell, Manager- Patient and Community Engagement, Scarborough Health Network

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SHIFTING FROM RESPONSIVE TO COLLABORATIVE

Lara Klick, MBA, Director of Patient Experience, Tampa General Hospital

Linda McCluskey, Patient Family Advisory Council Chair, Tampa General Hospital

Gordon Stevenson, Patient Family Advisor- Chair, Tampa General Hospital

Kristen Lea Woodruff, MPH, Patient Advisory Coordinator, Tampa General Hospital

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SIMPLY AMPLIFY THE PATIENT EXPERIENCE

Gary Jones, Patient Experience Coach, University of Alabama at Birmingham

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THE EVOLUTION OF THE PATIENT CONTACT CENTER EXPERIENCE

Hannah Green, Director of Disease Center Operations, Dana-Farber Cancer Institute

Elissa Guerrette, Senior Manager of New Patient Operations, Dana-Farber Cancer Institute

Kathleen Keavany, MHA, Vice President, Ambulatory Clinical Operations, Dana-Farber Cancer Institute

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CALL ME BY MY NAME

Sandhaya Parekh BScN, RN, MN, Interprofessional Education Specialist, SickKids Hospital

Karen Sappleton, MSED, MSW, RSW, Senior Manager, Child and Family-Centered Care and Health Equity, SickKids Hospital

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EFFECTIVE AMBULATORY QUALITY INITIATIVE IMPROVES PATIENT EXPERIENCE

Mary Washburn, MD, Care Experience Physician Champion, Kaiser Permanente

Natalie Whitlock, MSHCA, Care Experience Leader, Kaiser Permanente

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EXCELLENCE


EVIDENCE-BASED PRACTICE FOR PHLEBOTOMISTS & LABORATORY MED: IMPLICATIONS FOR FRONT-LINE PRACTICE

Julie Piazza, MS, CCLS, Senior Project Manager & Primary Investigator, Michigan Medicine, C.S. Mott Children’s Hospital

Robyn Bishop, BA, MBA, Patient-Family Advisor, Pathology PFAC, Michigan Medicine, Office of Patient Experience

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IMPROVING CARE TRANSITIONS

Brian Bustoz, BS, Project Manager, Harris Health System - Lyndon B. Johnson Hospital

Alicia Hernandez, DNP, RN, BC, NEA-BC, Administrative Director, Harris Health System - Lyndon B. Johnson Hospital

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INCLUDING PARENT CONCERNS IN A PEDIATRIC HOSPITAL COMMUNITY HEALTH NEEDS ASSESSMENT

Melody Schaeffer, MPH, Supervisor, Community Benefit and Evaluation, St Louis Children’s Hospital

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LANGUAGE ANALYSIS TO INTERPRET AND ACT ON WRITTEN PATIENT EXPERIENCE FEEDBACK

Mustafa Khanbhai MBChB, BSc, MRCS, Doctor, Imperial College Healthcare, NHS Trust

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MULTI-PRONGED APPROACH TO IMPROVING THE PATIENT, CARER AND STAFF EXPERIENCE

Anne Marie Hadley, CXO, NSW Health

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WHAT’S MORE IMPORTANT THAN “I’M SORRY?”

Jennifer Packard, Patient Experience Senior Advisor, Mayo Clinic7

5:00 PM - PECHA KUCHA SPOTLIGHT: MY HOPES FOR AN IMPROVED HEALTHCARE EXPERIENCE

6:00 PM - EXHIBITOR RECEPTION

6:00 PM - POSTER PRESENTATIONS



MEASUREMENT



EXCELLENCE


TUESDAY APRIL 21, 2020

7:30 AM - PEDIATRIC COMMUNITY GATHERING

7:30 AM - SUNRISE SESSIONS & NETWORKING BREAKFAST

Start the day off with dynamic conversation and engaged learning. Grab your breakfast from one of the foyer buffets and join a Sunrise Session.

ARTS IN WELLNESS: HEALING THE WHOLE PATIENT

Amanda Felix, Director, Service Excellence, Stanford Health Care

Greg Kaufman, BFA, Manager, Arts in Wellness, Stanford Healthcare

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BRENDA’S JOURNEY: AN EXERCISE ON HUMAN-CENTERED DESIGN

Bridget Alston, MPH, CPXP, Director-Evidence Based Research, Coaching and Innovation, Hackensack Meridian Health

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HIGH-TECH, HIGH-TOUCH: MEETING THE SHIFTING EXPECTATIONS OF MULTIGENERATIONAL MODERN CONSUMERS

Vicki Wickline, VP, Value Realization, GetWellNetwork

Justine Zilliken, MBA, MHM, FACHE, Assistant Vice President, Specialty & Surgical Services, NorthBay Medical Group

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REBOOT OF HOURLY ROUNDING: A COLLABORATIVE APPROACH WITH MEASURABLE OUTCOMES

Dea Geujen, Chief Nursing Officer, Mercy

Kyle Leonard, MBA, Patient Experience Manager, Mercy

Debra Pender, MS, MBA, NE-BC, FACHE, Chief Nursing Officer, Mercy

Jessica Austin, RN, BSN, Director-Nursing, Mercy

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TRANSFORMING YOUR CULTURE TO IMPROVE THE PATIENT EXPERIENCE IN THE AGE OF CONSUMERISM

Valerie Monet, MPA, Sr. Director, Customer Experience Strategy & Insight, Banner Health

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TURNING UP THE VOLUME ON THE PATIENT VOICE

Deb Aders, RN, MS, CIC, Chief Nursing Officer and Vice President of Patient Care Services, Yuma Regional Medical Center

Erin Brandt, MPH, CPXP, Director of Patient Experience & Care Advocacy, Yuma Regional Medical Center

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8:35 AM - PATIENT EXPERIENCE JOURNAL AWARDS

8:45 AM - KEYNOTE: CATHLEEN A. WHEATLEY, DNP, RN, CENP

9:15 AM - KEYNOTE: SHIMI KANG, MD



MEASUREMENT



EXCELLENCE


10:15 AM - BREAKOUT SESSION 4

A LEAN APPROACH TO MEDICAL PRACTICE PATIENT EXPERIENCE IMPROVEMENT

Kristie Simmons-Abney, MBA, FACHE, CPXP, Director, Customer and Physician Engagement Emory Healthcare

Isabella Young, Patient Experience Consultant, Emory Healthcare

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CONTINUING THE CONVERSATION WITH CARE: POST ED VISIT CALLS

Kevin Hill, MBA, CPXP, Director, Vidant Health

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CULTURALLY COMPETENT CARE FOR TRANSGENDER PATIENTS

Dr. Margaret R. Muir, RN, CNML, Patient Experience Officer, Duke Regional Hospital

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INAUGURAL PXJ AWARDS: VOICES OF RESEARCH PANEL

PXJ Award Recipients TBD4

HUMAN CONNECTION AND HOPE IN HEALTHCARE: USING SOCIAL MEDIA FOR GOOD

Shelly Galvin, Consultant, Wellspring Communications

Sarah Gilstrap, MS, CPXP, Patient Experience Strategy Leader

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IMPROVING PATIENT AND FAMILY EXPERIENCE THROUGH CO-DESIGN

Marilyn Macaulay, Family Caregiver Advisor, Cornwall Hospital

Marnie MacKinnon, Executive Lead, Program Implementation, The Change Foundation

Leslie Nickell, MSW, MD, CCFP, Medical Lead, Caregiver Support Services, Bridgepoint Active Healthcare

Joanne Sidorchuk, Project Manager, Cornwall Community Hospital

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LISTEN TO ME: CENTRALIZING PATIENT VOICES TO IMPROVE HEALTHCARE INNOVATIONS

Carolyn Schneiders Fung, CCLS, Director of National Programs, Hope for Henry Foundation

Laurie Strongin, Founder and CEO, Hope for Henry Foundation

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STRUCTURING YOUR FAMILY ADVISORY COUNCIL FOR THE LONG HAUL

Betsy Rouble, Chair, Family Advisory Council, CHEO

Christine Kouri, Manager, Patient Experience, CHEO

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WHAT WOULD A PATIENT ADVOCATE DO?

Kate Clarke MA, LCPC, Manager, Patient Relations and Interpreter Services, Northwestern Medicine, Central DuPage Hospital

Linda Kajtazi, MA, CPXP, Director, Patient Relations, Language Services, White Plains Hospital

Kim Pedersen, BA, CPXP, Director, Patient Relations, Marianjoy Rehabilitation Hospital, Northwestern Medicine

Rebecca Ruckno, MSW, MBA, Director, Health Literacy and Interpreting Services, Geisinger Health System

Carol Santalucia, MBA, Director, Business Development, Office of Patient Experience, Cleveland Clinic

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MEASUREMENT



EXCELLENCE



ARE YOU IN GOOD HANDS ONLINE? IMPROVING PROVIDER REPUTATION IN ACADEMIC MEDICINE

Dwight McBee, Chief Experience Officer, Temple Health System

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CAPTURING THE WHOLE PATIENT: USING RACIAL/ETHNIC, SEXUAL ORIENTATION AND GENDER IDENTITY DATA

Pamela Abner, MPA, CPXP, Vice President and Chief Administrative Officer, Office for Diversity and Inclusion, Mount Sinai Health System

Barbara Warren, PsyD, CPXP, Director, LGBT Programs and Policies, Office for Diversity and Inclusion, Mount Sinai Health System

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FROM TASK TO PURPOSE: GETTING THE MOST OUT OF YOUR PATIENT EXPERIENCE BUNDLE

Kelly Bramson, MBA, MS-HCM, Patient Experience Manager, University Hospitals Cleveland Medical Center

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HOW TO BE A MEMBER OF THE M.O.B.: PROTOCOLS FOR PROVIDING CONSISTENT COMFORT FOR PATIENTS

Lori Chabot, R.T. RM, Director Imaging Services, SCL Health St. Mary’s Medical Center

Janet Tuttle RN, Clinical Nurse Manager, SCL Health St. Mary’s Medical Center

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LEARNING WITH FAMILIES: AN INTERPROFESSIONAL PROGRAM TO GROW UNDERSTANDING IN FAMILY CENTERED CARE

Leslie Louie, BSW, RSW, Family Engagement Advisor, Sunny Hill Health Centre for Children, a program of BC Children’s Hospital

Kimberly Miller, PT PhD, Senior Leader of Clinical Education and Special Projects| Manager, Child Development & Rehabilitation Evidence Centre, Sunny Hill Health Centre for Children, a program of BC Children’s Hospital

Leeann Taylor, MSN, RN, Program Manager, Acute Rehabilitation, Sunny Hill Health Centre for Children, a program of BC Children’s Hospital

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NICU APP GIVES PARENTS COMFORT DURING TRYING TIME

Kimberly Paap, Manager, Product Development, NICU Innovation, March of Dimes

Heather Reimer, MSW, CPXP, Manager, NICU Family Support, March of Dimes

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OPPORTUNITIES AND CHALLENGES OF INTEGRATING EXPERIENCE INTO A COMMUNITY-BASED HEALTHCARE PROGRAM

Muneera Rasheed, MS, Aga Khan University 7

THE POWER AND IMPACT BEHIND ASKING ONE SIMPLE QUESTION: ‘WHAT MATTERS TO YOU?’

Joan Chaya, MA, SHRM-SCP, Sr Director Workforce Development and Management, Montefiore Hudson Valley Collaborative

Damara Gutnick, MD, Medical Director, Montefiore Hudson Valley Collaborative

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MEASUREMENT



EXCELLENCE


WHAT THE MEDIA DOES NOT TELL YOU: HOW MARTINSBURG VAMC IMPROVED EXCELLENCE IN PATIENT CARE

Jonathan Fierer, MD, Chief, Primary Care Service and Emergency Department, Martinsburg VA Medical Center

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YOU HAVE JUST BEEN NAMED CHIEF PATIENT EXPERIENCE OFFICER: WHAT’S NEXT?

Lisa Allen, PhD, Chief Patient Experience Officer ,Johns Hopkins Health System

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12:00 PM - NETWORKING LUNCH & POSTER PRESENTATIONS

1:00 PM - KEYNOTE: ROLF BENIRSCHKE


A NURSE’S HEART: USING THE FAMILY CALL TO IMPROVE PATIENT CARE AND EXPERIENCE

DeDe Newcomb, MSN, RN, CPXP, Director of Clinical Experience, South Region – North Market, AdventHealth

Sasha Perez-Loor, MSHSA, CPXP, PMP, Director, Clinical Experience-Central Market, AdventHealth

Christina Singh, MHA, CPXP, Director of Clinical Experience, South Region – South Market, AdventHealth

Tracy Withall, MSN, RN, CPXP, Executive Director, Clinical Experience, AdventHealth

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COMPASSION: A POWERFUL CONNECTOR OF PATIENT AND CAREGIVER EXPERIENCE

Becca Hawkins, MSN, ARNP, Director, Compassionate Care, Providence St. Joseph Health

Mark Rosenberg, MD, FACP, Director, Compassionate Care, Providence St. Joseph Health

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ELEVATING PATIENT CARE USING MOVEMENT, MEDITATION, AND MINDFULNESS

Lisa Roberts, Yoga Instructor, St. Louis Children’s Hospital

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ENGAGING PHYSICIANS IN THE ERA OF BURNOUT: BREAKING PATIENT EXPERIENCE BARRIERS

Liza DiLeo Thomas, MD, CPXP, FACEP, FAAEM, Medical Director, Patient and Provider Advocacy, Senior Physician, Emergency Medicine, Ochsner Hospital

Teresa Dean Malcolm, MD, FACOG, MBA, CPE, Physician Executive, Certified Physician Leadership Coach, MasterMDLeaders

Sofie Rahman Morgan, MD, MBA, FACEP, Associate Chief Quality Officer for Patient Experience, Assistant Professor, Department of Emergency, University of Arkansas for Medical Sciences

Sachin B. Patel, MD, Pulmonary & Critical Care Physician, Chief Patient Experience Officer, BeeWell WakeMed Health & Hospitals

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IT’S NOT IQ VS. EQ! CONSCIOUSNESS QUOTIENT - CQ IS NEEDED FOR 21ST CENTURY SUCCESS

Shimi Kang, MD, Harvard-trained Physician and Global Social Entrepreneur

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LAUNCHING PEER SUPPORT & MENTOR PROGRAMS: THE FAST TRACK TO GETTING STARTED

Dexter Janet Borrowman, CHIE, CPXP, Director of Care Experience & Peer Support & Mentor Program National Champion, Maui Health System Affiliated with Kaiser Permanente

Sara Flores, Consultant & Peer Support & Mentor Program National Champion, Kaiser Permanente

Marlene Zuehlsdorff, Volunteer Peer Support & Mentor Program National Champion, Kaiser Permanente

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MEASUREMENT



EXCELLENCE


STATE OF PX POLICY: AN UPDATE FROM THE PX POLICY FORUM

PXPF Leaders1

USING COMPETITION AND FUN TO IMPROVE THE PATIENT EXPERIENCE IN A LARGE HEALTH SYSTEM

Sandy Rush, BSN, MA, Sr. Director of Patient Experience, Dignity Health

Marion Moore, System Director Patient Experience, Common Spirit Health

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USING THE PATIENT CENTERED VALUE SYSTEM TO CONNECT FEEDBACK WITH ACTION

Jessica Carlson, MSN, RN, Improvement Specialist, University of Pittsburgh Medical Center

Rusty Das, MSN, RN, Improvement Specialist, University of Pittsburgh Medical Center

Stefanie Massari, MSLBE, Director, Innovation Center, University of Pittsburgh Medical Center

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3:45 PM - ROUNDTABLE DISCUSSIONS

4:00 PM - PATIENT AND FAMILY ADVISORS (PFA) GATHERING - EXCLUSIVELY FOR PATIENT AND FAMILY ADVISORS

6:00 PM - NETWORKING DINNER & RECEPTION: MANGO’S

WEDNESDAY APRIL 22, 2020

7:30 AM - SUNRISE SESSIONS & NETWORKING BREAKFAST

Start the day off with dynamic conversation and engaged learning. Grab your breakfast from one of the foyer buffets and join a Sunrise Session.

AUTISM SPECTRUM DISORDER IN THE EMERGENCY DEPARTMENT: CREATING A PATH FOR EXCELLENCE

Debbie Palley, CCLS, Senior Child Life Specialist, Nemours Alfred I duPont Hospital for Children

Jennifer Sciolla, MS, CTRS, CCLS, Director Child Life, Creative Arts Therapy and School Programs, Nemours Alfred I duPont Hospital for Children

Arezoo Zomorrodi, MD, Attending Physician, Nemours Alfred I duPont Hostpial for Children

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DEVELOPING AN EDUCATION TOOLKIT FOR BETTER PATIENT/FAMILY PARTNERSHIP ACROSS A LARGE HEALTH SYSTEM

Jennifer Ewald, MS, Project Manager, PFCC Beaumont, Health

Kori Jones, MEd, Program Director, PFCC, Beaumont Health

Fran Victor, President, Evolution Media, LLC

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HOW AN ACO USES ARTIFICIAL INTELLIGENCE TO IMPROVE QUALITY, PATIENT ENGAGEMENT AND LOWER COST

Shara Cohen, JD, VP, Customer Experience, Wolters Kluwer

Tonda Gosnell, Manager of ACO Patient Engagement and Care Delivery, Cone Health, Triad HealthCare Network

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IMPROVING HEALTH PLAN EXPERIENCE THROUGH A MEMBER ADVISORY GROUP

Member Advisor, Blue Cross and Blue Shield of North Carolina

Audrey Green, Member Advisor, Blue Cross and Blue Shield of NC

Dawn Porter, MPH, Senior Healthcare Program Developer, Blue Cross and Blue Shield of North Carolina

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MEASUREMENT



EXCELLENCE


INTEGRATION OF SAFETY AND PATIENT EXPERIENCE TO IMPROVE CARE: SHIFTING THE FOCUS TO STAFF TRAINING

Nicole Lescota, Director of Gwinnett Women’s Pavilion, Gwinnett Health System

Susan Osborne, System Director Patient Experiernce, Gwinnett Health System

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IT’S ALL ABOUT THE PATIENT – UNDERSTANDING THE PATIENT’S PHYSICAL AND EMOTIONAL PAINS IN ORDER TO IMPROVE THE DIAGNOSTIC PATIENT EXPERIENCE

Tamara Schrammel, Global Senior Marketing Manager for Improving the Patient Experience, Siemens Healthineers


CREATING A HEALING ENVIRONMENT FOR STAFF THROUGH MINDFUL SELF COMPASSION INITIATIVES

Lee Ann Franklin, MDiv, MBA, BCC, Exec Director, Spiritual Care & Ethics, John Peter Smith Hospital

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ELEVATING THE UNIMAGINABLE EXPERIENCE: AN INITIATIVE TO IMPROVE PEDIATRIC END-OF-LIFE CARE

Jessika Boles, PhD, CCLS, Child Life Team Lead, Monroe Carell Jr. Children’s Hospital at Vanderbilt

Annie Duplechain, Graduate Research Assistant, Vanderbilt University

Camille Fraser, MS, CCLS, Certified Child Life Specialist, Monroe Carell Jr. Children’s Hospital at Vanderbilt

Maile Jones, CIMI, Research Contractor, Vanderbilt University

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ENABLING STRATEGIC VICTORIES WITH REAL-TIME AND STAR RATINGS

Jodi Gabriel, Patient Experience Coordinator, OrthoNebraska

Jason Newton, Senior Business Development Manager, Patient Experience and Online Reputation, NRC Health

David Zauha, Chief Administrative Officer, OrthoNebraska

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FROM PASSION TO PAYCHECK: TURN VOLUNTEERING INTO A VOCATION & HIRE ADVISORS AS GREAT EMPLOYEES

Victoria Baskett, CPXP, Director of Patient Experience, Texoma Medical Center

Emily Follman, Lead Family Partner, St. Louis Children’s Hospital

D’Anna Holmes, MSHA, CPXP, Assistant Director, Patient Experience, Astellus US

Liz Kruvand, Coordinator of Family Care Initiatives and Patient Experience, St. Louis Children’s Hospital

Barbara Lewis, MBA, Founder, Joan’s Family Bill of Rights

Lisa Mattle, National Director Patient Experience, Astellas US

Jill Mechler, Senior Manager, Patient Experience & Guest Services, St. Louis Children’s Hospital

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MEASURING, REPORTING, AND WINNING ON ROI: UNDERSTANDING THE FINANCIAL SIDE OF PATIENT EXPERIENCE

Hope Brown, CXO, PRC

Karla Cardoza, MPH, Corporate Director, Patient Experience, Prime Healthcare Services

Stephen Meth, JD, MS, Chief Experience Officer, Prime Healthcare Services

Janell Ross, CPXP, Patient Experience Manager, Garden City Hospital

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OUT OF THE SHADOWS OF PROHIBITION & STIGMA AND INTO THE LIGHT: WAYS TO GET CANNABIS PX RIGHT

Michelle Dumay, Patient Champion Family Perspective

Rachel Knox, MD, MBA, Co-Founder of American Cannabinoid Clinics, CEO of ADVENT Academy, Chair of Oregon Cannabis Commission, American Cannabinoid Clinics & ADVENT Academy

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PATIENT EMOTIONAL SAFETY IN PEDIATRIC HEALTHCARE

Jenaya Gordon, MA, CCLS, NCC, Manager, Child Life Department, Children’s Hospital Colorado7

TRANSFORMING THE AMBULATORY SURGERY EXPERIENCE: IT IS MORE THAN BEING NICE

Martha Korenda, Director, Patient Experience and Patient Relations, St. Joseph’s Healthcare

Melissa Minkow, Manager, Patient Experience and Patient Relations, St. Joseph’s Healthcare

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10:15 AM - PX INNOVATION AWARDS

10:45 AM KEYNOTE: NORA MCINERY

11:45 AM - CLOSING REMARKS

12:30 PM - HOSPITAL TOUR - ADVENT CHILDREN’S OR ORLANDO VA MEDICAL CENTER



MEASUREMENT



EXCELLENCE


BREAKOUT SESSION 1

MONDAY APRIL 20, 2020

3:00 – 4:00 PM

APPLYING A LEAN MANAGEMENT SYSTEM TO SUCCESSFULLY HANDLE PATIENT CONCERNS

12Successful management of patient concerns doesn’t happen by chance. It requires a

daily focus and the use of proven management strategies. Building on the success of Lean Management principles, this breakout session will give participants an opportunity to hear about how we apply those principles within our Patient Advocate office and to begin thinking about how to apply those principles in their own organizations. Some of the topics we will cover include: daily management, visual management, and standard work. Through the engagement of frontline staff in these areas we can better meet the needs of our patients and develop more engaged teams.

Sharif Abdelhamid, MA, Director of Patient Experience and Advocacy, Denver Health

CREATING A CULTURE OF RESPECT

13This session describes how health care leaders, clinicians, and educators can lead and

engage in an organizational initiative to improve respect, equity and inclusion. The session will address the critical role of leadership and highlight steps in developing a comprehensive program to build a more respectful, equitable and inclusive organization. The concept of “second-hand” respect or disrespect will also be explored; the concept that behavioral impacts extend beyond those immediately involved to observers and “bystanders.” The session will describe a framework and methods utilized, including listening sessions, communications, activities, and learning events to build awareness and provide knowledge in diversity, inclusion and respectful behaviors. Stories, case examples and tools will be

shared that has demonstrated measurable impacts in building a culture of respect. The initiative is grounded in depictions of situations identified by the workforce and creative storytelling, and incorporates respectful behaviors, service standards, and diversity and inclusion principles.

Lynne Chafetz, Senior Vice President, General Counsel, Virginia Mason Medical Center

Charleen Tachibana, DNP, RN, FAAN, Senior Vice President, Quality/Safety & Patient Experience, CNO, Virginia Mason Medical Center

EDUCATION BEYOND THE FOUR WALLS: USING EVERYDAY TECHNOLOGY TO IMPROVE PATIENT EXPERIENCE

7 At Lovelace Health System, we’ve learned that the best way to engage with patients is not just in the exam

room, but throughout the entire care continuum. As part of our Labor of Love program, we’ve implemented targeted, evidence-based digital education for new mothers and their support networks. Recent Deloitte studies show that providing information and education to patients has a high magnitude of association with higher patient experience ratings and better clinical outcomes, and hospitals with higher patient reported experience perform better financially. In this session, we’ll share how we put digital education into practice. Using everyday technology to educate patients, specifically when there are trackable points for feedback, allows our hospital to improve care, follow-ups and satisfaction for a better patient experience. The bottom-line: An interactive, digital connection delivered to patients outside the walls of the hospital or doctor’s office improves cost metrics, patient outcomes and experience.

Kym Halliday Clear MBA, RN, Manager, Community Programs. Lovelace Health System

Debra Zalvan, MBA, Executive VP - Corporate, UbiCare

EMBEDDING PATIENT/FAMILY STORIES INTO THE HEART OF THE PRESENTATION

63Do you use patient/family stories in presentations? Do you have patients/families, who

share their story in three, five, ten, fifteen and thirty minutes? Have you ever used a patient/family story as an add-on instead a crucial part of the presentation? During this workshop you will discover the value of a well planned patient/family story and learn how to develop patient/family stories using a toolkit that will help patients to develop their story using various strategies.

Rosie Bartel MA, Patient Advisor, Global Patient and Family Advisory Board

Tanya Lord, Patient Advisor, Global Patient and Family Advisory Board

OUR PERSONALIZED APPROACH TO A CALL FOR HELP: COACHING AT THE ELBOW FOR PROVIDERS & CLINICIANS

3Coaching for staff and providers is a common tool to help improvement in patient experience in many health

care organizations. UnityPoint Clinic and UnityPoint at Home utilize an approach to ensure that the call for help is being addressed with a personalized coach. In this session we will cover our ambulatory coaching program that has been developed to, not only improve patient experience metrics, but also enhance provider/clinician engagement, work-life balance, and other concerning areas for those on the care team. We will take you through the expansion of our coaching team, including provider peer coaches, as well as our processes for coaching and follow-up for success of hardwiring these topics well after the coaching relationship has ended.

Kirsten Corley, Director of Patient Experience, UnityPoint Clinic

Breakout Sessions



MEASUREMENT



EXCELLENCE


HUNGRY FOR FEEDBACK: PARTNERING WITH PHYSICIANS TO SHARE FAMILY REVIEWS

17Children’s Hospital of Philadelphia recently began publicly sharing feedback

about providers. Despite evidence that transparency programs can improve quality of care, experience, and communication skills while increasing physician engagement, receiving and publicly sharing feedback may be threatening to physicians. In addition to introductory communication, as we publicly displayed feedback we recognized the importance of physicians understanding why this matters and how to communicate effectively. Success is more likely if physicians can share their concerns and those concerns are addressed. In this session, we will share the processes we have used to socialize this including data sharing, introductory sessions, group sessions to effectively use feedback and individual coaching. Participants will be asked to share perceived barriers to acceptance and their approaches to partnering with physicians.

Darlene Barkman, Family Consultant, Children’s Hospital of Philadelphia

James M. Callahan, MD, Physician Advisor, Patient and Family Experience, Children’s Hospital of Philadelphia

Alan R. Cohen, MD, Medical Advisor to the CEO, Executive Sponsor Patient and Family Experience, Children’s Hospital of Philadelphia

Brooke Rothman, MSP, Senior Advisor, Patient and Family Experience, Children’s Hospital of Philadelphia

WHY RECRUITING FOR DIVERSITY IN OUR PATIENT FAMILY ADVISORS MATTERS

73 An effective group of Patient Family Advisors reflects the diversity of the people that the

hospital serves and the broader community. Social and cultural background affects a person’s care experience in many ways - from the language used to speak with a health care provider, to the type of diet and activities they find comforting, and the different roles that family members play in a patient’s life. By engaging in active and targeted recruitment, designing inclusive and accessible recruitment material, showing how we will reduce potential barriers to participation, and implementing a strong internal communication strategy,

organizations can garner a large pool of diverse applicants. It is important that the team of Patient Family Advisors can speak to the diversity of lived experiences and provide feedback on how our services, programs, and environment can better serve those needs.

Michele James, Vice President- People and Transformation, Scarborough Health Network

Janie Leopold, Patient Family Advisor, Scarborough Health Network

Kristy Macdonell, Manager- Patient and Community Engagement, Scarborough Health Network

SHIFTING FROM RESPONSIVE TO COLLABORATIVE

17The Tampa General Hospital PFAC began in 2012 and spent several years relegated to

monthly meetings during which hospital staff presented strategic plans and/or requested feedback on finished projects. This top-down, staff-centered culture is typical of healthcare organizations, but can be changed with leadership and commitment over time. This session will discuss the transition of Tampa General Hospital’s PFAC from a reactive and sedentary entity of feedback to one of proactive, grassroots involvement and collaboration. PFAC growth and impact within an organization relies on a culture shift to patient-centeredness and patient and family-centered principles. Learn from advisors and their administrative support staff how to overcome the challenge of breaking through silos in order to enhance the presence of the patient voice through PFAC expansion and advisor-led initiative.

Lara Klick, MBA, Director of Patient Experience, Tampa General Hospital

Linda McCluskey, Patient Family Advisory Council Chair, Tampa General Hospital

Gordon Stevenson, Patient Family Advisor- Chair, Tampa General Hospital

Kristen Lea Woodruff, MPH, Patient Advisory Coordinator, Tampa General Hospital

SIMPLY AMPLIFY THE PATIENT EXPERIENCE

13In this interactive session, presenters will utilize a series of brief visual scribe clips and

exercises. The conversation will open with an overview of patient experience goal setting at UAB Medicine from its inception through 2018. Presenters will share the opportunities

that were created at UAB when front line staff and leaders were permitted to weigh in on the goals and messaging of the organization. Attendees will be invited to depict their current patient experience goal structure, and will utilize their outline of current targets and communication channels to perform a similar evaluation of their organizations. Presenters will reveal the changes made in 2019 at UAB that simplified goals while increasing accessibility and focus, and attendees will be invited to share their own ideas within a group and on paper to better connect with all levels of their organization.

Mary Coleman Dobbins, Patient Experience and Engagement, University of Alabama at Birmingham

Gary Jones, Patient Experience Coach, University of Alabama at Birmingham

THE EVOLUTION OF THE PATIENT CONTACT CENTER EXPERIENCE

67Human interactions are core to healthcare, yet many providers undervalue and underinvest in

the contact center. The contact center is an invaluable contributor to the overall patient experience. When a healthcare consumer calls looking for information, to register for an event, for referrals, or to schedule an appointment, they want an easy, seamless experience. Dana Farber Cancer Institute launched a Patient Contact Experience project in response to patient feedback to improve the contact experience of patients, their families, and referring physicians. The Patient Contact Operating Model evolved over time, requiring both technical and organizational transformations. Key highlights of this session will include a discussion around reducing the reliance on an outsourced answering service and created a superior Patient Contact Experience with the configuration and alignment of people, process, and technology systems..

Hannah Green, Director of Disease Center Operations, Dana-Farber Cancer Institute

Elissa Guerrette, Senior Manager of New Patient Operations, Dana-Farber Cancer Institute

Kathleen Keavany, MHA, Vice President, Ambulatory Clinical Operations, Dana-Farber Cancer Institute



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BREAKOUT SESSION 2

MONDAY, APRIL 20, 2020

4:15 – 4:45 PM

CALL ME BY MY NAME

48Utilizing a new electronic health management system, SickKids’ subject matter experts created an

education tool kit to support front-line staff on the importance of addressing patients by their preferred name; an initial phase of a greater gender identity education plan that will commence in 2019/2020. The purpose of this education is to ensure that staff understand and respect patients who want to be called by a first name that differs from their legal first name. Various tools were created, including a storyboard animation video, utilization of eLearning management system, development of a policy, FAQs and a facilitator guide for the video to be used in group settings. In this session, attendees will participate in an interactive educational session utilizing the tools in the education kit. They will learn some of the background to this work, how it was developed and how to implement for quality clinical encounters.

Sandhaya Parekh BScN, RN, MN, Interprofessional Education Specialist, SickKids Hospital

Karen Sappleton, MSED, MSW, RSW, Senior Manager, Child and Family-Centered Care and Health Equity, SickKids Hospital

EFFECTIVE AMBULATORY QUALITY INITIATIVE IMPROVES PATIENT EXPERIENCE

13Patient experience is a critical health care imperative nationwide. Improving both

outpatient and inpatient service provided to patients is vital to health care organizations. Most published patient experience initiatives focus on the inpatient setting. Multiple interactions affect ambulatory patient experience and perceived quality of care. Development of an effective generalizable outpatient training initiative is often difficult. Formulation of a tracking program to demonstrate effectiveness of a program is equally difficult. We present an ambulatory quality improvement initiative employed across a large, diverse health care system. This initiative demonstrated immediate and

six month sustained improvement in patient satisfaction scores in the ambulatory setting. In this session, we will review strategies to successfully negotiate the challenges of implementing a generalizable training initiative across a diverse ambulatory arena. We will share the specific methods and initiative content that can be used in other health care settings.

Mary Washburn, MD, Care Experience Physician Champion, Kaiser Permanente

Natalie Whitlock, MSHCA, Care Experience Leader, Kaiser Permanente

EVIDENCE-BASED PRACTICE FOR PHLEBOTOMISTS & LABORATORY MED: IMPLICATIONS FOR FRONT-LINE PRACTICE

78This session describes front-line interdisciplinary research implementation with goals of

improving patient experience, reducing pain and anxiety while increasing partnerships across the care continuum. A blood draw is a biopsychosocial experience for a child, rather than only a procedural task performed by the phlebotomist. A research gap exists about the phlebotomist experience, as it relates to providing comfort strategies in practice. Our research team explored the phlebotomist experience and determined their perspectives on knowledge, training, education, stress levels and experience related to performing pediatric blood draws and utilization of comfort strategies to mitigate pain and anxiety of children.

Julie Piazza, MS, CCLS, Senior Project Manager & Primary Investigator, Michigan Medicine, C.S. Mott Children’s Hospital

Robyn Bishop, BA, MBA, Patient-Family Advisor, Pathology PFAC, Michigan Medicine, Office of Patient Experience

IMPROVING CARE TRANSITIONS

13A cohorting model within an acute care in-patient hospital was implemented allowing

nurses’ access to physician teams 24/7. The multidisciplinary team provides patient and family centric care through Care Coordination Rounds. This session will share the journey that the hospital undertook to improve care transitions by implementing a unique cohorting model and improving communication and throughput. This session will share the implementation of the cohorting, the education strategy with nursing on implementing Care Coordination Rounds,

the collaboration with key teams, sustainability, and the outcome improvements. Several initiatives, and changes were implemented to improve our patient satisfaction scores. This session will share the checklists and processes that ultimately increased information given within care transitions, discharge information and decreased the length of stay.

Brian Bustoz, BS, Project Manager, Harris Health System - Lyndon B. Johnson Hospital

Alicia Hernandez, DNP, RN, BC, NEA-BC, Administrative Director, Harris Health System - Lyndon B. Johnson Hospital

INCLUDING PARENT CONCERNS IN A PEDIATRIC HOSPITAL COMMUNITY HEALTH NEEDS ASSESSMENT

67This session will examine how The Child Health Advocacy and Outreach Department (CHAO) of

St. Louis Children’s Hospital provides health-related resources and education to families living in the community to keep them healthy and safe. Through the Qualtrics survey platform, CHAO implemented two parent health concerns surveys. By engaging parents in the community to reflect on the needs of the children every two to three years through the electronic survey, St. Louis Children’s Hospital can implement community benefit programs with input from parents/guardians, thus contributing to positive community level patient experience.

Susan Haufe, Healthcare Category Leader, Qualtrics

Melody Schaeffer, MPH, Supervisor, Community Benefit and Evaluation, St Louis Children’s Hospital

LANGUAGE ANALYSIS TO INTERPRET AND ACT ON WRITTEN PATIENT EXPERIENCE FEEDBACK

6 4Patient experience feedback remains under-used for quality improvement (QI). Free-text within

surveys holds rich information and staff can relate to this feedback more so than quantitative responses. The ability to analyze and interpret free-text falls short due to lack of timeliness of feedback and the resource intensity required. From an operational perspective it is frustrating, as time is being invested with little return of insights to improve care. From a patient perspective it is demoralizing, as their input is going unheard and problems persisting for others. It raises an



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ethical dilemma; patient feedback is being solicited but not addressed. Semi-automated analysis of free-text using Natural Language Processing allows patient feedback to be distilled into meaningful trends to guide QI. In this session, we will explore how we used NLP and machine learning to streamline analysis of free-text patient experience data and use this to develop visualizations, in near real-time, for frontline staff as QI initiative.

Mustafa Khanbhai MBChB, BSc, MRCS, Doctor, Imperial College Healthcare, NHS Trust

MULTI-PRONGED APPROACH TO IMPROVING THE PATIENT, CARER AND STAFF EXPERIENCE

15One thing’s for sure. If we keep doing what we’re doing, we’re going to keep getting what

we’re getting. Albert Einstein is famously quoted as saying one definition of insanity is to keep doing the same thing and expect different results. Yet, this is what we tend to do. This session will outline an evolutionary and multi pronged approach to improving the patient, carer and staff experience over a short concentrated three months. Creating a powerful and meaningful first impression and warm farewell where key objectives. A patient and health service executive will take attendees on a journey by explaining the WHY? The approach to co-designing the innovative solutions deployed and expose attendees to them to the immersive education and coaching that was rolled out. The impact of the education has been visceral and immediate and an overwhelming desire to rollout.

Anne Marie Hadley, CXO, NSW Health

WHAT’S MORE IMPORTANT THAN “I’M SORRY?”

7Sometimes we have to say “I’m sorry.” While we strive to put our best foot forward in every patient

interaction, sometimes our patients just aren’t satisfied with the service we provide. When things don’t go the way we intend, the natural impulse is to apologize and to try to do something to make it better. While this is a kind response, patients can sometimes misinterpret an apology to be disingenuous or even dismissive. Often our apologies are missing a key element that allows us to truly make a human connection with the person who has the concern. In this 30 minutes of “medical education performance art” you will see the traditional way of responding to a service failure, and then contrast it with a more empathic way to respond.

Jennifer Packard, Patient Experience Senior Advisor, Mayo Clinic



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A HOLISTIC APPROACH TO INFUSING HOSPITALITY IN HEALTHCARE

Leah N. Petrosino, MPA, Administrative Project Coordinator, Northwell Health

A JOURNEY TO ENHANCING CARE DELIVERY, IMPROVING THE PATIENT EXPERIENCE AND INCREASING NURSE RETENTION

Bryan Vest MSN, RN, Service Line Director Inpatient Nursing, Decatur Morgan Hospital

AN SMS-BASED ENGAGEMENT PLATFORM IMPROVES THE PATIENT EXPERIENCE AND ENHANCES OPERATIONAL AND CLINICAL OUTCOMES

Hersh V. Goel, MD, Executive Medical Director, Medumo, Inc.

Sam Bush, Account Executive, Medumo, Inc.

Marcus Madaus, Business Development Representative, Medumo, Inc.

CAN HOSPITALITY INDUSTRY BEST PRACTICES ENHANCE THE PATIENT EXPERIENCE?

Robert J. Thompson, PhD, CHA, TMP

Chair, Department of Hospitality & Tourism Management, University of South Alabama

EMBRACING ADVANCED CALL BELL TECHNOLOGY & PATIENT-CENTERED SIMULATION TO IMPROVE RESPONSIVENESS

Kimberly Morgan, RN, MSN, NE-BC, Nurse Manager, Operations Duke Raleigh Hospital

Holly Bradicich, RN, BSN, Manager of Service Excellence and Volunteer Services, Duke Raleigh Hospital

ENHANCING PATIENT SELF-EFFICACY BY OPTIMIZING PATIENT’S COMPREHENSION OF HEALTH INSURANCE

Ngoc Anh Le, Quality Improvement Manager, University of Florida Neuromedicine Interdisciplinary Clinical and Academic Program

IMPROVING THE PATIENT EXPERIENCE, A 1776 PITCH COMPETITION POWERED BY IPSOS

Thomas Sutton, Vice President, Ipsos

PIONEERING PEDIATRIC PSYCHOSOCIAL EDUCATION

Sarah Patterson, MSc, CCLS, Assistant Professor, McMaster University

Cathy Humphreys, Associate Professor, McMaster University

Allison Sohanlal, Assistant Professor, McMaster University

WHY MEDICAL CAMP MATTERS: A QUALITATIVE STUDY EXPLORING ADOLESCENTS’ EXPERIENCES

Katie Riley, PhD, CCLS, Eastern Washington University

SAVE A STEP - SIMPLIFY YOUR DAY

Anica Whitfield, MBA, MHS, Director , Hospitality, Vidant Health

Abigal Vogel, MSN, RN, Experience Catalyst, Vidant Medical Group

POSTER PRESENTATIONS

Posters are graphic presentations highlighting proven practices, successful ideas and innovative programs. Posters will be on display throughout the conference. Authors will be at their assigned poster presentations during the exhibitor reception on Monday from 6:00 - 7:30 PM and during lunch on Tuesday from 12:30 - 1:00 PM to answer questions and share more details on their work.



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TERRITORIAL ORGANIZATION OF THE HEADACHES, INCLUDING CARE ROUTE AND SPECIALIZED UNIT, INCORPORATING THE PATIENT’S EXPERIENCE IN PLANNING, IMPLEMENTATION AND EVALUATION OF RESULTS

Raimon Camps, Physician, Hospital Plató

ENGAGING FUTURE PHYSICIANS TO BUILD A RELATIONSHIP-CENTERED CULTURE AT STANFORD MEDICINE

Merisa Kline, MHA, Manager, Patient Experience, Stanford Health Care

Niloufar Khanna, Medical Student, California Northstate University

FEARS OF PARENTS WHEN THEIR CHILD IS A PATIENT

Mindy G Spigel RN, MSN, CPXP, CP, Director of Patient Experience, CHRISTUS Santa Rosa Health System and the Children’s Hospital of San Antonio

IMPLEMENTING THE MOST SIGNIFICANT CHANGE METHODOLOGY: MEASURING THE IMPACT OF PRACTICE-BASED RESEARCH AND INNOVATION THROUGH A SELF-NARRATIVE

Lisa Di Prospero, BSc MSc MRT(T), Director, Practice-Based Research and Innovation and Education Research Unit, Sunnybrook Health Sciences Centre

IMPROVING COMMUNICATION WITH THE PERCEIVED “DIFFICULT PATIENT” IN HIGH-STRESS CARE ENVIRONMENTS

Kate Balzer, LMSW, Program Manager, Office of Patient Experience, Michigan Medicine

USING A PATIENT AND FAMILY ADVISORY COUNCIL TO CREATE, IMPLEMENT, MAINTAIN AND ADJUST A PATIENT HANDBOOK

Jacqueline Baron-Lee, PhD, CPHQ, PMP, Director of Quality, Interdisciplinary Clinical and Academic Program (ICAP), University of Florida

USING DIGITAL AND MOBILE TOOLS TO FACILITATE PATIENT FEEDBACK: PLANNED PARENTHOOD OF THE PACIFIC SOUTHWEST EADVISOR PROGRAM

Caitlin Seal, MPH, Clinical Quality and Research Manager, Planned Parenthood of the Pacific Southwest

FAMILY TIES - IT’S ALWAYS BETTER WHEN WE’RE TOGETHER: OUR JOURNEY TO ENGAGE PATIENTS AND FAMILIES TO IMPROVE THEIR LIVED EXPERIENCE IN OUR ORGANIZATION

Leeann Taylor MSN, RN, Program Manager, Acute Rehabilitation Unit, BC Children’s Hospital, Sunny Hill Health Center for Children

Kim Miller, PT, PhD, Senior Leader of Clinical Education and Special Projects| Manager, Child Development & Rehabilitation Evidence Centre, BC Children’s Hospital, Sunny Hill Health Center for Children

Leslie Louie, Family Engagement Advisor, BC Children’s Hospital, Sunny Hill Health Center for Children

PATIENTS AND CAREGIVERS AS PARTNERS-IN-CARE

Tallin Ang, Assistant Manager, Group Office of Patient Experience, SingHealth

Sook Mei Chang, Deputy Director, Group Office of Patient Experience, SingHealth

Deputy Director, Corporate Affairs (Patient Relations), Changi General Hospital, SingHealth

USING DESIGN THINKING TO DEVELOP SHN’S PATIENT DECLARATION OF VALUES

Kristy Macdonell, Manager, Patient and Community Engagement , Scarborough Health Network

Diane Akai, Patient Family Advisor, Scarborough Health Network



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BREAKOUT SESSION 3

TUESDAY, APRIL 21, 20207:30 – 8:30 AM

Start the day off with dynamic conversation and engaged learning.

Grab your breakfast from one of the foyer buffets and join a Sunrise Session.

ARTS IN WELLNESS: HEALING THE WHOLE PATIENT

57This session will describe and demonstrate the benefits of providing Art, Music, Massage

Therapy and Guided Imagery to the patients of Stanford Hospital as well as the secondary benefits to family, caregivers, staff, and patient friends. The session will begin with the overall business aspect of Arts in Wellness (Art, Music, Massage Therapy, Guided Imagery) and how it makes for a strong business component of hospital operations. We will then dive into the personal aspects of the program where patients will describe the positive impact this program has had on them and anecdotes described by one of the presenters.

Amanda Felix, Director, Service Excellence, Stanford Health Care

Greg Kaufman, BFA, Manager, Arts in Wellness, Stanford Healthcare

BRENDA’S JOURNEY: AN EXERCISE ON HUMAN-CENTERED DESIGN

16In this hands on, interactive design session, participants will be led through an exercise

called: Brenda’s Journey. Participants will gain understanding of how to utilize journey mapping to influence the design thinking process. The group will engage in interactive discussion to help them explore Brenda’s experience and identify areas of opportunity during various touchpoints of her journey. Participants will walk away with an understanding of how to implement journey mapping in a design setting as a way to anticipate and create a more humanistic approach to how we deliver care. Through understanding of why we rapid test the ideas/solutions developed, teams will understand how to make an impact on the care experience as well as make adjustments if they are not seeing the impact they intended. Lack of an impact is not seen as failure, it is seen as an opportunity to re-think,

re-focus and adjust our idea.

Bridget Alston, MPH, CPXP, Director-Evidence Based Research, Coaching and Innovation, Hackensack Meridian Health

HIGH-TECH, HIGH-TOUCH: MEETING THE SHIFTING EXPECTATIONS OF MULTIGENERATIONAL MODERN CONSUMERS

67As healthcare and consumerism bleed together, maximizing convenience and ease of access

is becoming mission critical to compete in the modern economy. With this in mind, NorthBay Health System set out to find a scalable digital patient engagement solution that would satisfy increasing expectations for an on-demand experience and point-and-click convenience without imposing additional cost or burden on their over-leveraged care teams. Mobile remote patient monitoring technology checked all the boxes. From satisfaction to retention and automation to optimization, it’s proved to be a powerful mechanism for consistently engaging and cultivating deeply connected experiences with a cross-generational population. This session will explain how automating the post-discharge process is helping attract new patients, nurture existing relationships and foster loyalty by delivering the right care to the right patient when and where they need it.

Vicki Wickline, VP, Value Realization, GetWellNetwork

Justine Zilliken, MBA, MHM, FACHE, Assistant Vice President, Specialty & Surgical Services, NorthBay Medical Group

REBOOT OF HOURLY ROUNDING: A COLLABORATIVE APPROACH WITH MEASURABLE OUTCOMES

18Across a 35-hospital organization hourly rounding witnessed a reboot through standardization

and the collaboration of our front-line clinical co-workers. This session will explore the journey of our Chief Nursing Officers who identified nursing leads that would become the change agents of this nursing practice of excellence. With their expertise, we synchronized the standard work for how rounding would be administered throughout our hospitals at no additional costs of tools or technology. This alliance has allowed our teams to return to a “target condition” where nurses have predictable cadence to their day that is not disrupted by call lights and unscheduled erroneous tasks or follow-up to falls or patient/family concerns. The continued focus around the standardization will positively impact Quality and Safety events, Patient Experience scores, Hospital Star Ratings and Reimbursement.

Dea Geujen, Chief Nursing Officer, Mercy

Kyle Leonard, MBA, Patient Experience Manager, Mercy

Debra Pender, MS, MBA, NE-BC, FACHE, Chief Nursing Officer, Mercy

Jessica Austin, RN, BSN, Director-Nursing, Mercy

TRANSFORMING YOUR CULTURE TO IMPROVE THE PATIENT EXPERIENCE IN THE AGE OF CONSUMERISM

14Yuma Regional Medical Center turned up the volume on patient concerns by committing to

respond to nearly 100% of reviews found online. With this, combined with organizational outreach and relationship building, we turned the traditional goal of “decreasing complaints” on its head. We fielded more complaints, but we learned more about where we needed to improve and ultimately what to look for when trying resolve concerns at the point of care. This in turn, reduced our rate of formal complaints and prevented many grievance escalations. In this session, you will learn about how we changed attitudes and processes to put our patients first.

Valerie Monet, MPA , Sr. Director, Customer Experience Strategy & Insight, Banner Health



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TURNING UP THE VOLUME ON THE PATIENT VOICE

57Yuma Regional Medical Center turned up the volume on patient concerns by

committing to respond to nearly 100% of reviews found online. With this, combined with organizational outreach and relationship building, we turned the traditional goal of “decreasing complaints” on its head. We fielded more complaints, but we learned more about where we needed to improve and ultimately what to look for when trying resolve concerns at the point of care. This in turn, reduced our rate of formal complaints and prevented many grievance escalations. In this session, you will learn about how we changed attitudes and processes to put our patients first.

Deb Aders, RN, MS, CIC, Chief Nursing Officer and Vice President of Patient Care Services, Yuma Regional Medical Center

Erin Brandt, MPH, CPXP, Director of Patient Experience & Care Advocacy, Yuma Regional Medical Center

BREAKOUT SESSION 4

TUESDAY, APRIL 21, 2020

10:15 – 11:15 AM

A LEAN APPROACH TO MEDICAL PRACTICE PATIENT EXPERIENCE IMPROVEMENT

7This session will focus on Medical Practice Patient Experience Lean strategies; however, it can be easily

duplicated and operational in all healthcare settings for patient experience improvement models. Our Physician Group Practices has a patient experience actual of 90.3% Top Box. We know that applying Lean principles is essential to our success. At Emory Healthcare Physician Group Practice, we believe in constant and continuous improvement. Our efforts have shown to be solid and sustainable. We also know that you have to use sustainable tactics to continue the momentum. This year, we modified our original PDSA method and transitioned to the A3 methodology. It is imperative that we keep up with new and effective strategies to

enhance our process improvement efforts.

Kristie Simmons-Abney, MBA, FACHE, CPXP, Director, Customer and Physician Engagement Emory Healthcare

Isabella Young, Patient Experience Consultant, Emory Healthcare

CONTINUING THE CONVERSATION WITH CARE: POST ED VISIT CALLS

73This interactive session is designed for audiences to explore the concepts that

connect empathy and compassion as keys to improve the continuum of care. Participants will hear how the word “With” became a catalyst to support calling all ED treat-and-release patients from EDs across Vidant Health, and empowered team members to ask questions that will better address patient needs. This empathy in action resulted in opportunities for a transition of care team to be formed in an attempt to call 100% of ED treat-and-release patients, focusing on Social Determinants of Health to empower the patients. This session provides a space to discuss, explore, and begin to integrate strategies for partnering with patients, families, and team members.

Kevin Hill, MBA, CPXP, Director, Vidant Health

CULTURALLY COMPETENT CARE FOR TRANSGENDER PATIENTS

83Healthcare providers often lack training and experience when caring for the transgender

population which may result in substandard care due to lack of knowledge and information related to their unique healthcare needs. This program is designed to close the knowledge gap in providers from all disciplines as well as patient advocates.

Dr. Margaret R. Muir, RN, CNML, Patient Experience Officer, Duke Regional Hospital

INAUGURAL PXJ AWARDS: VOICES OF RESEARCH PANEL

4Join us for a panel of the inaugural Patient Experience Journal (PXJ) award recipients to learn about their research,

engage in discussion on their articles and learn more about how to contribute to PXJ as well. Topics for the panelists will not be revealed until awards are announced, but will include the most impactful and top articles from PXJ’s over 265 submitted pieces since

2014.

PXJ Award Recipients TBD

HUMAN CONNECTION AND HOPE IN HEALTHCARE: USING SOCIAL MEDIA FOR GOOD

67Patient experience is shaped by the interactions and perceptions across the continuum of care

and social media is an effective tool to enhance these interactions. The most effective social media use is shaped by the needs of the followers rather than the needs of the organization. The content of this presentation will align with the Picker Institute’s Principles of Patient Centered Care. Like patient-centered care, social media is effective in engaging followers in ways that are the most meaningful and valuable to the individual. Social media can reflect an organization’s respect for individual values, preferences and needs; provide emotional support and reduce anxiety; and increase access to care by providing information to inform healthcare decisions. To provide a well-rounded analysis of the tool, the presentation will also cover social media regulatory concerns, strategies for mitigating risk and defining what social media should not be used for in healthcare.

Shelly Galvin, Consultant, Wellspring Communications

Sarah Gilstrap, MS, CPXP, Patient Experience Strategy Leader

IMPROVING PATIENT AND FAMILY EXPERIENCE THROUGH CO-DESIGN

73Partnering with patients and their family caregivers to improve care means co-

designing solutions together. Co-design is a method for engagement and occurs when people are “designed with” instead of designed for. Those most affected by change, have the greatest interest in designing improvements that are most meaningful to and workable for them. Experience Based Co-Design is an approach that enables clinicians and other staff, patients and clients, and family caregivers, to co-design services and care pathways together. This workshop will teach participants the fundamentals of a co-design approach, including how to engage effectively with providers, patients and caregivers, and how to plan and run an effective codesign session. Participants will



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learn about effective story-telling, managing the patient- caregiver-provider dynamic, and ensuring access to support services. Participants will receive tools and resources to use in their own settings.

Marilyn Macaulay, Family Caregiver Advisor, Cornwall Hospital

Marnie MacKinnon, Executive Lead, Program Implementation, The Change Foundation

Leslie Nickell, MSW, MD, CCFP, Medical Lead, Caregiver Support Services, Bridgepoint Active Healthcare

Joanne Sidorchuk, Project Manager, Cornwall Community Hospital

LISTEN TO ME: CENTRALIZING PATIENT VOICES TO IMPROVE HEALTHCARE INNOVATIONS

67When evaluating healthcare innovations, surveys and interviews are often used to

capture staff, parent, and patient feedback. However, with pediatric patients, completing a lengthy survey or being interviewed by a researcher for 30 minutes often results in low response rates and incomplete data. To overcome this challenge, the presenters gamified an existing data collection tool. Rather than answer a series of questions, pediatric patients play a game where they provide feedback on psychosocial programming and identify gaps in services. To ensure the tool was patient-centered, the organization’s Patient Advisory Council was central in testing the prototype and providing substantive feedback that informed the final tool. This session will demonstrate that when the patient voice is central to the development of data collection tools, it leads to improved patient feedback which ultimately results in more impactful healthcare services and better results for pediatric patients.

Carolyn Schneiders Fung, CCLS, Director of National Programs, Hope for Henry Foundation

Laurie Strongin, Founder and CEO, Hope for Henry Foundation

RyAnn Watson, Member of Hope for Henry Patient Advisory Council/KIDS DC, Hope for Henry Foundation

STRUCTURING YOUR FAMILY ADVISORY COUNCIL FOR THE LONG HAUL

17CHEO’s Family Advisory Council is entering its 29th year of continual existence, the longest

lasting FAC known. Through 4 QI models, 3 CEOs, an amalgamation and many, many family advisors, it has developed a structure which has supported its evolution and agility to the ever-changing face of healthcare and community. This session will highlight some well-known best practices as well as the unique processes built over time, which together have formed its recipe for success.

Betsy Rouble, Chair, Family Advisory Council, CHEO

Christine Kouri, Manager, Patient Experience, CHEO

WHAT WOULD A PATIENT ADVOCATE DO?

7In this session, a panel of hospital-based patient advocates will share insights and answer questions

regarding patient experience data analysis, elevating service recovery as a collaborative response, patient advocacy and the behavioral crisis, health literacy from a patient right and regulatory perspective and what your organization needs to know regarding patients’ rights around ADA.

Kate Clarke, MA, LCPC, Manager ,Patient Relations and Interpreter Services, Northwestern Medicine, Central DuPage Hospital

Elizabeth Mendoza, BA, CPXP, Manager of Patient & Guest Relations, Advocate Sherman Hospital

Kim Pedersen, BA, CPXP, Director, Patient Relations, Marianjoy Rehabilitation Hospital, Northwestern Medicine

Rebecca Ruckno, MSW, MBA, Director, Health Literacy and Interpreting Services, Geisinger Health System

Carol Santalucia, MBA, Director, Business Development, Office of Patient Experience, Cleveland Clinic

BREAKOUT SESSION 5


11:30 – 12:00 PM

ARE YOU IN GOOD HANDS ONLINE? IMPROVING PROVIDER REPUTATION IN ACADEMIC MEDICINE

13As the healthcare consumer seeks online reviews to inform their decisions, medical facilities

of every size and scope are exploring ways to improve patient experience outcomes as well as the overall provider reputation. As the need to define an approach to actively manage and improve online provider reputation, patient experience teams are playing increasingly important roles. This session will provide an in depth description of how multiple academic urban medical groups within the Temple University Health System developed the structure and process to manage provider reputation. Participants will learn about Temple’s approach, leveraging online patient reviews, to drive provider engagement around data transparency and how their complaint and grievance process evolved to incorporate online reviews into performance improvement activity. These efforts led to improved overall provider reputation through implementing transparency and consumer analytics strategies.

Dwight McBee, Chief Experience Officer, Temple Health System

CAPTURING THE WHOLE PATIENT: USING RACIAL/ETHNIC, SEXUAL ORIENTATION AND GENDER IDENTITY DATA

6 4Collecting more granular racial /ethnic (G-RED) and sexual orientation and gender identity

(SOGI) patient data provides needed insight into the social, cultural, and personal factors that shape a patient’s health and health experiences. Asking patients for and then using this data to inform care assists healthcare providers in delivering care that meets the unique needs of patients and their families, while being foundational for understanding, addressing and mitigating health disparities. Research supports that engaging the patient with respect to their personal and cultural identity improves patient provider communication as well as quality and safety for individuals and



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population groups. Mount Sinai Health System’s Office for Diversity and Inclusion, in collaboration with patient experience, will share how we have developed and implemented clinician and staff education to effectively collect, document and utilize this data to enable a better patient experience and quality of care.

Pamela Abner, MPA, CPXP, Vice President and Chief Administrative Officer, Office for Diversity and Inclusion, Mount Sinai Health System

Barbara Warren, PsyD, CPXP, Director, LGBT Programs and Policies, Office for Diversity and Inclusion, Mount Sinai Health System

FROM TASK TO PURPOSE: GETTING THE MOST OUT OF YOUR PATIENT EXPERIENCE BUNDLE

17At UHCMC, we first began our patient experience journey by going back to the basics. We

created a meaningful, targeted, and impactful patient experience bundle based on four simple behaviors that were both actionable and measurable. These simple behaviors were hourly rounding, bedside handoff, post discharge follow up phone calls, and patient and family centered physician rounding. By having everyone in our large academic medical center rowing in the same boat and holding everyone to these simple expectations, we saw a dramatic increase in our HCAHPS scores. In 2019, we decided to focus on those same elements, but now making sure that they were purposeful and not simply a “check the box” activity. We took each element of the bundle and enhanced it to the next level by connecting it to a purpose, and getting staff to understand the “why” behind the action in order to strengthen the relationship with the patient, and ultimately enhance the patient experience.

Kelly Bramson, MBA, MS-HCM, Patient Experience Manager, University Hospitals Cleveland Medical Center

HOW TO BE A MEMBER OF THE M.O.B.: PROTOCOLS FOR PROVIDING CONSISTENT COMFORT FOR PATIENTS

18The Imaging Department performs 125,671 exams annually. We survey patients regarding

courtesy and comfort related to radiology. Our scores in February 2019 were 74.7 and 73.6, respectfully. However, patient centered care is more than a percentile ranking. It is

about our community and how they experience our care. We brainstormed ways to impact courtesy and comfort and gave artistic freedom to the Imaging staff to create meaningful scoreboards in order to track progress towards the goal. The slogan - “leave the patient better than you found them” led to the creation of the acronym M.O.B. (Monitor, Oxygen, warm Blanket). This process included hooking the patient back up to the monitor, oxygen, and providing a comfort measure with the offer of a warm blanket, to every patient, every time. Since inception of this program, patient experience scores have improved significantly along with quality, safety and staff engagement.

Lori Chabot, R.T. RM, Director Imaging Services, SCL Health St. Mary’s Medical Center

Janet Tuttle RN, Clinical Nurse Manager, SCL Health St. Mary’s Medical Center

LEARNING WITH FAMILIES: AN INTERPROFESSIONAL PROGRAM TO GROW UNDERSTANDING IN FAMILY CENTERED CARE

73Our Learning with Families (LWF) program was designed to address the barriers

experienced by families that negatively impact their quality of care with the health system. Family Leaders (caregivers of children with extra/complex needs) discuss challenges they identify and prioritize. We will share our organization’s vision for client- and family- centered care: why it is at the forefront of what we do to create meaningful, positive change, explain the LWF initiative, depict how our Family Leaders share their lived experiences in facilitated discussions and highlight the evaluation and self-reflection process that follows.

Leslie Louie, BSW, RSW, Family Engagement Advisor, Sunny Hill Health Centre for Children, a program of BC Children’s Hospital

Katherine Pellizzari, Family Leader/Member, Sunny Hill Health Centre for Children, a program of BC Children’s Hospital

Leeann Taylor, MSN, RN, Program Manager, Acute Rehabilitation, Sunny Hill Health Centre for Children, a program of BC Children’s Hospital

NICU APP GIVES PARENTS COMFORT DURING TRYING TIME

67Google can be a dangerous place to research medical information, but we know most

people do it. The March of Dimes’ Neonatal ICU app – built through the use of an app blueprint – places vetted, reliable information in the hands of those who need it most, when they need it most. The app, which received 10,000 downloads in its first year, features eight learning topics, photo area, breastfeeding and pumping tracker, kangaroo contact (skin-to-skin) tracker, weight trackers for one or multiple babies, and resources from partners. March of Dimes also launched a Spanish language cloned app. For more than 80 years, the March of Dimes has been leading the fight for healthy moms and babies. The speaker will describe how the development of this app and complementary, patient-centric educational program has supported that mission.

Kimberly Paap, Manager, Product Development, NICU Innovation, March of Dimes

OPPORTUNITIES AND CHALLENGES OF INTEGRATING EXPERIENCE INTO A COMMUNITY-BASED HEALTHCARE PROGRAM

7This session begins with a description of the Lady Health Worker program in Pakistan, a

community-based initiative for maternal and child health. This is followed by a situational analysis for integrating experience of compassion for the community. Participants will be able to realize how experience strategy can be implemented beyond the healthcare facilities into a community-based program, which serves a majority of the population in the developing world for child health services. Focusing on community experience enables improved staff experience, which can increase both staff and community engagement and ultimately lead to improved program outcomes. Individuals in leadership roles in the community-based programs and public health experts can benefit from the session as they will recognize novel pathways to achieve greater outcomes. We believe experience focused strategies hold promise for tackling engagement issues in the community-based programs in the



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developing world.

Zahra Hoodbhoy, Physician, Aga Khan University

Ayesha Hussain, Project Associate, Charter for Compassion

Muneera Rasheed, MS, Aga Khan University

THE POWER AND IMPACT BEHIND ASKING ONE SIMPLE QUESTION: ‘WHAT MATTERS TO YOU?’

17Experience the power of a simple question, and learn about the strategic steps a

large health system took to build momentum around patient engagement. You will hear about how we enlisted senior leaders as champions, proactively addressed staff resistance, and motivated careteams to “ask a simple question” to one person, and observe the impact. When shifting the focus of care from, “What’s the matter?” to “What matters to you?”, you ask a person about what really matters to them and discover what truly inspires them. Our data supports that providing person–centered care focused on what “really matters,” results in better outcomes and greater satisfaction with care. MHVC created a movement that demonstrated impact on patient experience metrics and staff joy in work. We will share inspiring stories from diverse stakeholders including patients, family members, leadership and staff and we will highlight the initiative’s engagement and spread strategy.

Joan Chaya, MA, SHRM-SCP, Sr Director Workforce Development and Management, Montefiore Hudson Valley Collaborative

Damara Gutnick, MD, Medical Director, Montefiore Hudson Valley Collaborative

WHAT THE MEDIA DOES NOT TELL YOU: HOW MARTINSBURG VAMC IMPROVED EXCELLENCE IN PATIENT CARE

13Today, it is rare to hear positive media coverage concerning the Department of Veteran Affairs.

While no health system is perfect, the VA provides exceptional care to our nation’s Veterans who have made extraordinary sacrifices protecting our freedom. The Martinsburg VAMC is one of the VA’s leaders, with their consistent pursuit of excellence, especially In the eyes of the 31,000 Veterans who receive care from the Primary Care Service. In this session, participants will learn how a team of Primary Care leaders, with unwavering dedication to excellence and

continuous improvement, have achieved tremendous outcomes in patient satisfaction. They have accomplished this by obtaining patient feedback at the point of care that aligns with VHA patient satisfaction key drivers, providing continuous sharing of the patient feedback data and holding everyone accountable for action. Through this well-established performance improvement model, the Primary Care Service has achieved breakthrough performance and sustainment of key satisfaction outcomes.

Jonathan Fierer, MD, Chief, Primary Care Service and Emergency Department, Martinsburg VA Medical Center

YOU HAVE JUST BEEN NAMED CHIEF PATIENT EXPERIENCE OFFICER: WHAT’S NEXT?

12Being named the first Chief Patient Experience officer of a large, top ranked academic

health system carries both great excitement and responsibility. This session is a five-year review of what it takes to make this important role relevant in today’s health care environment. Topics covered are developing a strategy, creating an impactful team, building relationships with key players, and linkages to PFAC’s and frontline staff. Also covered is the role of the CPXO in creating a culture change, the time it takes, and how to deal with resistance. Use of performance improvement models to guide the work and the importance of always keeping the focus on the patient, their loved ones and the experience is covered. Through real life examples, I will share the successes of the past five years since taking the role and why the organization now sits in the 95th percentile for overall rating.

Lisa Allen, PhD, Chief Patient Experience Officer, Johns Hopkins Health System

BREAKOUT SESSION 6


2:15 – 3:15 PM

A NURSE’S HEART: USING THE FAMILY CALL TO IMPROVE PATIENT CARE AND EXPERIENCE

78Hospitalized patients may feel overwhelmed with their state of health and plan of care.

Additionally, patients separated from the people who know them best may be at greater risk for medical error, emotional strain, inconsistencies in care, and unnecessary care. Family Call is an innovative approach to facilitate communication between nurses and patients’ families. Eligible patients that participate in the program are invited to designate a family member to receive a daily call by their nurse. For cognitively impaired patients, their Legally Authorized Person is invited to receive the daily family call. During these intentional calls, nurses update family on their loved one’s comfort and plan of care. Family Call has many intuitive benefits. By engaging the patient’s support system, patients benefit from the intimate knowledge and advocacy provided by their primary caregivers. Nurses are better informed about patients’ unique needs and preferences, allowing them to personalize patients’ experiences.

Sasha Perez-Loor, MSHSA, CPXP, PMP, Director, Clinical Experience-Central Market, AdventHealth

Tracy Withall, MSN, RN, CPXP, Executive Director, Clinical Experience, AdventHealth

COMPASSION: A POWERFUL CONNECTOR OF PATIENT AND CAREGIVER EXPERIENCE

13This session will provide the participant with detailed experiential insights into a

team-based curriculum that created powerful, measureable synergy between patient experience and caregiver wellbeing. This interactive session will provide content description and implementation strategies of a 12-session Compassion-based curriculum that has been utilized in over 30 clinics within our health system, with results from more



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than 1,000 caregivers. Our overview lecture will describe the following: - Development, content and results of the curriculum - How leadership buy-in was obtained and maintained - Technique for soliciting clinic participation that allowed rapid growth over the first three cohorts - Facilitator training model that allowed wide and rapid dissemination - Objective results from patient, caregiver and provider perspectives. Subsequently, participants will have a chance to partake in exercises from the curriculum and experience, at a personal level, the impact of the curriculum. The final 15 minutes will be utilized to respond to participants questions..

Becca Hawkins, MSN, ARNP, Director, Compassionate Care, Providence St. Joseph Health

Mark Rosenberg, MD, FACP, Director, Compassionate Care, Providence St. Joseph Health

ELEVATING PATIENT CARE USING MOVEMENT, MEDITATION, AND MINDFULNESS

78Capturing imaginations through yoga-based play benefits the diagnostic and psycho social

needs of pediatric inpatients, while serving as a distraction from the typical clinical setting. This presentation explores yoga-based movement, meditation, and mindfulness techniques adapted for children of all ages. Merged with the presenter’s vast experience and uniquely creative approach to pediatric inpatient yoga therapy, attendees will takeaway valuable tools and techniques they can implement immediately to promote healing, wellness, and a sense of empowerment for young patients and families in the clinical setting.

Lisa Roberts, Yoga Instructor, St. Louis Children’s Hospital

ENGAGING PHYSICIANS IN THE ERA OF BURNOUT: BREAKING PATIENT EXPERIENCE BARRIERS

13Four physicians, strangers at the 2019 Conference are now united by a common purpose

– to raise awareness about physician burnout and tackle it with fervor. We propose that redefining the physician experience is a necessary step to enhance the patient experience. The session frames and defines burnout to initiate a shift in how it is perceived and to serve as a catalyst for

change. Understanding the physicians’ perspective empowers systems and individuals to bring about meaningful change and to break barriers to compassionate care. Addressing the burnout epidemic is key to all eager to partner with physicians in the patient experience journey. The audience will hear personal stories from physicians engaged in stamping out burnout and learn the strategies they employ. Techniques such as Schwartz rounds, positive recognition of and improved communication with physicians, and coaching are rich with lessons to improve the physician experience, ultimately improving the patient experience.

Liza DiLeo Thomas, MD, CPXP, FACEP, FAAEM, Medical Director, Patient and Provider Advocacy, Senior Physician, Emergency Medicine, Ochsner Hospital

Teresa Dean Malcolm, MD, FACOG, MBA, CPE, Physician Executive, Certified Physician Leadership Coach, MasterMDLeaders

Sofie Rahman Morgan, MD, MBA, FACEP, Associate Chief Quality Officer for Patient Experience, Assistant Professor, Department of Emergency, University of Arkansas for Medical Sciences

Sachin B. Patel, MD, Pulmonary & Critical Care Physician, Chief Patient Experience Officer, BeeWell WakeMed Health & Hospitals

IT’S NOT IQ VS. EQ! CONSCIOUSNESS QUOTIENT - CQ IS NEEDED FOR 21ST CENTURY SUCCESS

15We are living in the Conceptual Era – the era of concepts and ideas. Unlike the agricultural,

manufacturing, or information exchange eras: in today’s world, anything that can be automated or outsourced will be. That leaves leaders with the unprecedented need to develop our most valuable resource – the human resource. Five identified 21st century skills have been well researched and broadly accepted as key skills needed to compete and thrive in our modern world. They are communication, collaboration, creativity, and critical thinking and when we add the timeless competency of contribution, we now have a new dimension of intelligence – Consciousness Quotient - CQ. Unlike IQ (intellectual quotient) which represents general “cortical” skills of logic and technical skill or EQ (emotional quotient) which represents general “limbic” skills of empathy and self-awareness, CQ requires the integration of cortical and limbic areas, IQ and EQ – to provide the key skills needed in

our rapidly changing, ultra-competitive, and globally connected modern world. In this talk, Dr Kang will provide this background and discuss the individual components of CQ. She will prescribe specific tools and activities that are proven to develop CQ.

Shimi Kang, MD*, Harvard-trained Physician and Global Social Entrepreneur *Dr. Kang is also a keynote speaker for Patient Experience Conference 2020

LAUNCHING PEER SUPPORT & MENTOR PROGRAMS: THE FAST TRACK TO GETTING STARTED

78There is an awakening occurring in healthcare, the support and mentorship of someone who

has managed a similar health care journey can provide significant support and practical tips. Healthcare teams and patient advisors are rapidly finding patient support and mentorship to be a necessary and compassionate offering for patients. It comes at a minimal cost to the healthcare organization, yet has significant positive impacts for patients. This session will accelerate the learning, launching, oversight, and spread of peer support and mentor programs for a variety of conditions and health care journeys. A team of seasoned and award winning peer support/mentor champions will help, in a step by step program, orient participants to launching and oversight planning guides. This toolkit includes practical tips and information for starting a program for a solitary department or medical center to larger systems.

Dexter Janet Borrowman, CHIE, CPXP, Director of Care Experience & Peer Support & Mentor Program National Champion, Maui Health System Affiliated with Kaiser Permanente

Sara Flores, Consultant & Peer Support & Mentor Program National Champion, Kaiser Permanente

Judey Miller, Volunteer Peer Support & Mentor Program National Champion ,Kaiser Permanente

Marlene Zuehlsdorff, Volunteer Peer Support & Mentor Program National Champion, Kaiser Permanente

STATE OF PX POLICY: AN UPDATE FROM THE PX POLICY FORUM



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1Hear from the leaders of the Patient Experience Policy Forum (PXPF) on the latest issues driving policy in the

US that impacts patient experience and the efforts of PXPF to help impact policy makers in ensuring sounds and reasonable policy for healthcare organizations and patients and families alike. As a unique forum representing the combined voices of those delivering and receiving care, PXPF will share updates on its efforts to date and engage participants in a dialogue on the critical issues we hope to address.

PXPF Leaders

USING COMPETITION AND FUN TO IMPROVE THE PATIENT EXPERIENCE IN A LARGE HEALTH SYSTEM

13Creating a positive patient experience is foundational to this health care system’s

mission and the basis of their brand. Higher patient experience drives clinical outcomes and in this presentation, presenters will share organizational efforts to ensure patients had increased communication with their nurses and more staff responsiveness across 90 nursing units. To move the needle on key nursing-sensitive patient experience outcomes, and in the spirit of healthy competition, excitement and engagement was generated. This led to improvements across the organization. Attendees will learn the rationale for developing the competition, the approach used to manage the competition across 36 hospitals, and activities to help reinforce and highlight successes and strategies. The challenges to overcome will also be covered so that attendees will be able to replicate this fun approach in their own organization.

Sandy Rush, BSN, MA, Sr. Director of Patient Experience, Dignity Health

Marion Moore, System Director Patient Experience, Common Spirit Health

USING THE PATIENT CENTERED VALUE SYSTEM TO CONNECT FEEDBACK WITH ACTION

73From the Consumer Assessment of Healthcare Providers and Systems

(CAPHS) family of surveys, to locally driven employee satisfaction and engagement evaluations, healthcare leaders have access to an abundance of data measuring patient, family, and employee experiences. Despite this access to data, a gap exists between

large-scale, standardized data collection and local quality improvement efforts that affect patient experiences and outcomes. Barriers to changing patient experiences are well documented, as are the calls to action for structured improvement plans. Yet, there is a universal shortcoming in executing improvement projects that speak directly to experience data. Leaders are challenged with connecting standardized experience feedback with actionable improvement and competing organization-wide initiatives that require prioritization in order to deliver outcomes. With implementation of the Patient Centered Value System (PCVS), leaders support multiple existing initiatives and achieve system, unit, and employee-level goals, while improving experiences – all without overwhelming employees at risk for burnout.

Jessica Carlson, MSN, RN, Improvement Specialist, University of Pittsburgh Medical Center

Rusty Das, MSN, RN, Improvement Specialist, University of Pittsburgh Medical Center

Stefanie Massari, MSLBE, Director, Innovation Center, University of Pittsburgh Medical Center

BREAKOUT SESSION 7

WEDNESDAY, APRIL 22, 2020

7:30 – 8:30 AM Start the day off with dynamic

conversation and engaged learning. Grab your breakfast from one of the foyer

buffets and join a Sunrise Session.

AUTISM SPECTRUM DISORDER IN THE EMERGENCY DEPARTMENT: CREATING A PATH FOR EXCELLENCE

78Patients with Autism Spectrum Disorder possess a unique set of needs in the hospital setting. In

the Emergency Department, where care is delivered in a complex, expedited way, the presence of an Autism diagnosis for a patient often necessitates a change in how we deliver successful, safe and quality medical care. This session will review one interdisciplinary team’s continuous improvement project, which resulted in standard clinical work with the express goal of ushering a patient and family affected by

ASD through their medical experience with increased ease and coordination in the pediatric hospital setting. Methodology for completing an assessment of needs, structure for staff education, and techniques for creating clinical culture change that impact patient- and family-centered care will be addressed. The session will illustrate the impact on patient family experience, employee and patient safety, quality of care, and employee engagement.

Debbie Palley, CCLS, Senior Child Life Specialist, Nemours Alfred I duPont Hospital for Children

Jennifer Sciolla, MS, CTRS, CCLS, Director Child Life, Creative Arts Therapy and School Programs, Nemours Alfred I duPont Hospital for Children

Arezoo Zomorrodi, MD, Attending Physician, Nemours Alfred I duPont Hostpial for Children

DEVELOPING AN EDUCATION TOOLKIT FOR BETTER PATIENT/FAMILY PARTNERSHIP ACROSS A LARGE HEALTH SYSTEM

13Providing education for patients, families, and staff in a novel and consistent manner will be

explored in this presentation. A comprehensive toolkit was developed to share an innovative welcome video, education video series with facilitation guide, welcome guide, partners in care agreement, and a staff certification program. Building partnership during the inpatient stay while educating and setting expectations for patients, families, and the entire care team was the primary goal of developing this toolkit. Additionally, the success of these materials included equipping staff with knowledge around common topics such as how to recognize stressful situations and approach crucial conversations. Lastly, we will explore the process to partner with a video producer and Patient & Family Advisors for the design, development, implementation, and evaluation of materials along with the methods used to align processes across Beaumont Health’s eight hospital system.

Jennifer Ewald, MS, Project Manager, PFCC Beaumont, Health

Kori Jones, MEd, Program Director, PFCC, Beaumont Health

Fran Victor, President, Evolution Media, LLC



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HOW AN ACO USES ARTIFICIAL INTELLIGENCE TO IMPROVE QUALITY, PATIENT ENGAGEMENT AND LOWER COST

67Triad HealthCare Network (THN) of the Cone Health System realized its care management

model could have a greater impact on its patients if enhancements were made to address the common issues impacting the health of these and other high utilizers that were social, environmental and behavioral, not medical. This session examines one of the ACO’s approaches to rising risks: patient engagement to improve care transitions, medication adherence and post-acute care. It deployed a platform that leveraged artificial intelligence and traditional solutions, such as interactive voice response to address prevention, engagement and care transitions. The investment quickly proved its worth. Thirty-day readmissions among patients who engaged with the system were less than half of those among the general population. On the prevention side, in addition to significant improvements in screening rates, the tool identified 128 barriers to medication adherence and performed 407 interventions to address them.

Shara Cohen, JD, VP, Customer Experience, Wolters Kluwer

Tonda Gosnell, Manager of ACO Patient Engagement and Care Delivery, Cone Health, Triad HealthCare Network

IMPROVING HEALTH PLAN EXPERIENCE THROUGH A MEMBER ADVISORY GROUP

17The session will highlight the development, implementation and ongoing benefits of a

PFAC-inspired member advisory group for a commercial health plan. The session will include a health plan representative as well as a Member (customer) Advisor who has been part of the group for more than two years. The presentation will highlight how to develop a member advisory group, accomplishments, lessons learned, future direction in co-creation and the experience from the Advisor lens.

Member Advisor, Blue Cross and Blue Shield of North Carolina

Dawn Porter, MPH, Senior Healthcare Program Developer, Blue Cross and Blue Shield of North Carolina

INTEGRATION OF SAFETY AND PATIENT EXPERIENCE TO IMPROVE CARE: SHIFTING THE FOCUS TO STAFF TRAINING

8It’s been more than 1225 days since our last serious safety event has occurred in the Gwinnett Women’s

Pavilion. Getting to zero is no easy task, and to stay there is even harder. There is no auto-pilot when it comes to creating a culture of safety; it is an ongoing effort on the part of everyone who is involved in the delivery and support of patient care. You will hear how this team changed the culture to make safety a priority. In November 2017, our focus started to embody the patient experience and how we could integrate safety into everything we did. This was not two separate initiatives. We did two things that made a significant difference. Rounding with patients was elevated and became very focused on connecting the dots for everything we do to keep the patient safe in our organization. It was all about the purpose. Next, we looked at bedside shift report. We thought we were doing this correctly, but we did not know what our opportunities were, until we started auditing what was happening. A total refocus and training of staff was initiated. Our patient experience results have improved year over year. We are currently performing above the 90th percentile in six out of nine domains.

Nicole Lescota, Director of Gwinnett Women’s Pavilion, Gwinnett Health System

Susan Osborne, System Director Patient Experiernce, Gwinnett Health System

IT’S ALL ABOUT THE PATIENT – UNDERSTANDING THE PATIENT’S PHYSICAL AND EMOTIONAL PAINS IN ORDER TO IMPROVE THE DIAGNOSTIC PATIENT EXPERIENCE

67 Especially while on the diagnostic pathway, patients are confronted by all sorts of

negative feelings, thoughts and influences. A terrified or claustrophobic patient might become a no-show, abort a scheduled scan, exhaust the staff, or even diminish or ruin the image quality. A patient’s stress and anxiety can cause significant negative consequences for the hospital. Therefore, it is crucial that healthcare providers focus on their patient’s wellbeing. In order to optimize and improve their experience and wellbeing, we must understand the patient’s emotions first. This includes physical pain and physical discomfort, but also anxiety and fear,

insecurity, irritation, discomfort, and a lack of privacy and dignity. In this session, you can learn about a broad range of aspects that one can think about in order to optimize the patient’s diagnostic experience and, by doing so, ultimately improve the hospitals clinical, operational and financial figures.

Tamara Schrammel, Global Senior Marketing Manager for Improving the Patient Experience, Siemens Healthineers



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BREAKOUT SESSION 8

WEDNESDAY, APRIL 22, 2020

8:45 – 9:45 AM

CREATING A HEALING ENVIRONMENT FOR STAFF THROUGH MINDFUL SELF COMPASSION INITIATIVES

13Healthcare can be a challenging work environment. And when we’re hard on

ourselves, we make our work more difficult as well. Though we are wired to give compassionate, empathetic care to others, we often do not extend compassion towards ourselves. In this interactive and engaging workshop, participants will first learn research-validated benefits of Mindful Self Compassion, especially as they relate to health care. Benefits include less burnout, greater resilience, better team relationships, and enhanced employee engagement. Second, participants will experience practices that help shift perspectives: 1) from self judgement to self-compassion; 2) from isolation to common humanity; and 3) from rumination to mindfulness. Third, participants will envision ways to create a healing environment, such as “Soul Café,” a cart that can be taken to any unit or department when staff is experiencing distress. Take-aways include ways to practice and share the philosophy of mindful self-compassion.

Lee Ann Franklin, MDiv, MBA, BCC, Exec Director, Spiritual Care & Ethics, John Peter Smith Hospital

ELEVATING THE UNIMAGINABLE EXPERIENCE: AN INITIATIVE TO IMPROVE PEDIATRIC END-OF-LIFE CARE

78Children die each year – most of whom are touched by healthcare providers in

traditional hospital settings or home-health agencies. To date, only two articles in Patient Experience Journal have addressed patient and family experiences at the end of life. Furthermore, most children’s hospitals remove bereaved families from HCAHPS mailings, eliminating a crucial opportunity to better understand the complexities of their care experience. Therefore, this presentation will review current findings on the experiences of bereaved families, positioned alongside institutional practices, reported by healthcare providers. Participants will explore

the development of a hospital-wide bereavement committee to implement and improve end-of-life services in a pediatric hospital, in collaboration with hospital leadership, front line staff, bereaved parents, and community partners. Lastly, attendees will review the achievements of this committee while highlighting the importance of collaboration between bereaved families and providers to positively impact the patient experience.

Jessika Boles, PhD, CCLS, Child Life Team Lead, Monroe Carell Jr. Children’s Hospital at Vanderbilt

Annie Duplechain, Graduate Research Assistant, Vanderbilt University

Camille Fraser, MS, CCLS, Certified Child Life Specialist, Monroe Carell Jr. Children’s Hospital at Vanderbilt

Maile Jones, CIMI, Research Contractor, Vanderbilt University

ENABLING STRATEGIC VICTORIES WITH REAL-TIME AND STAR RATINGS

7Quicker and more robust patient feedback can fuel transparency which is necessary to remain

competitive. 77% of consumers begin their healthcare search online. One out of three consumers say that looking at online reviews is their first step when searching for a new doctor. You will hear how OrthoNebraska was able to implement NRC Health Real-time and Transparency which lead to an increase in patient responses, quicker service recovery, higher web traffic, and a rise in new online appointment bookings. This presentation will shed light on the details of adopting a comprehensive physician reputation management program for all types of healthcare organizations is the first step in a broader movement to improving the healthcare system we all are taking advantage of today and will continue to need in the future.

Jodi Gabriel, Patient Experience Coordinator, OrthoNebraska

Jason Newton, Senior Business Development Manager, Patient Experience and Online Reputation, NRC Health

David Zauha, Chief Administrative Officer, OrthoNebraska

FROM PASSION TO PAYCHECK: TURN VOLUNTEERING INTO A VOCATION & HIRE ADVISORS AS GREAT EMPLOYEES

73As Patient & Family Advisory Councils (PFACs) mature, hospitals and healthcare

organizations have a unique opportunity to identify outstanding patient advisors to join the paid ranks of their institution’s employees. A number of institutions have made this leap, hiring people, who began as patient advisors (PAs), and segued into stellar employees. The moderated panel will include patient advisors discussing their journey in becoming employees, as well as the institutional representatives, who hired them. Topics will include how the PAs positioned themselves as potential employees; what resistance the hospitals faced in hiring PAs; the fit between the PA and the hospitals; advice for PAs interested in becoming employees and for hospitals contemplating the addition of PAs as employees; what PAs and hospitals would do differently; potential barriers and ideal roles for PAs. Patient advisors may be a rich resource for hospital personnel. This session will highlight several hospitals that hired patient advisors.

Victoria Baskett, CPXP, Director of Patient Experience, Texoma Medical Center

Emily Follman, Lead Family Partner, St. Louis Children’s Hospital

D’Anna Holmes, MSHA, CPXP, Assistant Director, Patient Experience, Astellus US

Liz Kruvand, Coordinator of Family Care Initiatives and Patient Experience, St. Louis Children’s Hospital

Barbara Lewis, MBA, Founder, Joan’s Family Bill of Rights

Lisa Mattle, National Director Patient Experience, Astellas US

Donna Wimberly, RN, MHA/MBA, Senior Vice President of Patient Care Services/CNO, Wayne UNC Health Care

Jill Mechler, Senior Manager, Patient Experience & Guest Services, St. Louis Children’s Hospital

MEASURING, REPORTING, AND WINNING ON ROI: UNDERSTANDING THE FINANCIAL SIDE OF PATIENT EXPERIENCE

14Hospitals go to great lengths and invest meaningfully to improve their patient experience, but

these efforts are in vain if they do not resonate with patients and fulfill the boss’s expectations. This presentation explores the financial side of patient experience and how



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to amplify the ROI of patient experience efforts. Topics discussed include optimizing contracting for ROI in patient experience studies, triaging interventions, and reinvesting wins. A nationwide health system serves as the base plot documenting $5.9 million in savings through HCAHPS improvement in VBP in under four years. A medium-sized community hospital in a competitive market is featured as a case study, articulating presentation key points, leading to tangible savings ($141k in 12 months) and reinvestment. This is all presented in an interactive workshop format with attendees utilizing a take-home worksheet to help gauge how they’re currently measuring and reporting ROI, along with what could be done to optimize their organization’s patient experience ROI.

Hope Brown, CXO, PRC

Karla Cardoza, MPH, Corporate Director, Patient Experience, Prime Healthcare Services

Stephen Meth, JD, MS, Chief Experience Officer, Prime Healthcare Services

Janell Ross, CPXP, Patient Experience Manager, Garden City Hospital

OUT OF THE SHADOWS OF PROHIBITION & STIGMA AND INTO THE LIGHT: WAYS TO GET CANNABIS PX RIGHT

18Millions of cannabis patients across the world are interacting with and challenging politicians,

hospital systems and physicians, in demanding medical use and acceptance of cannabis as a part of their healthcare toolbox. Patients and practitioners are united in desires for positive outcomes and restoration of health, but are often divided on the use of cannabis based on stigma and fear. How does the medical professional or their institution deliver patient-centered care or positive patient experience during this challenging time of cannabis federal prohibition? Often the patient’s health beliefs, practices and values about cannabis are in direct conflict with conventional medical nursing and research guidelines. Regarding today’s cannabis patient as a unique person with agency is at the core of delivering both patient-centered care and a positive patient experience. Specifically, as more patients ask providers and institutions to accept their medical cannabis use, cannabis cultural competency and sensitivity will be seen as a

required skill set.

Michelle Dumay, Patient Champion Family Perspective

Rachel Knox, MD, MBA, Co-Founder of American Cannabinoid Clinics, CEO of ADVENT Academy, Chair of Oregon Cannabis Commission, American Cannabinoid Clinics & ADVENT Academy

PATIENT EMOTIONAL SAFETY IN PEDIATRIC HEALTHCARE

7As healthcare professionals, we know that it is our professional and ethical duty to keep our patients

physically safe while we care for them. What is equally imperative, but hardly addressed, is keeping our patients emotionally safe as well. Children are especially vulnerable to fear and pain when receiving medical care, which can have negative health-related quality of life outcomes. Creating an emotionally safe environment for pediatric patients means incorporating developmental and emotional needs into their treatment plan. In this presentation, we will explore interventions and initiatives that ensure the emotional safety of pediatric patients.

Jenaya Gordon, MA, CCLS, NCC, Manager, Child Life Department, Children’s Hospital Colorado

TRANSFORMING THE AMBULATORY SURGERY EXPERIENCE: IT IS MORE THAN BEING NICE

18In the beginning of 2018, the patient experience and ambulatory surgery teams

embarked on a journey to improve the patient experience. Through understanding, trust, communication, training, goal setting, and collaboration, the overall rating of care for patients increased from the 24th to the 78th percentile.

Martha Korenda, Director, Patient Experience and Patient Relations, St. Joseph’s Healthcare

Melissa Minkow, Manager, Patient Experience and Patient Relations, St. Joseph’s Healthcare

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REGISTRATION FEES:Member Guest

$1,100 $1,250

Includes Monday lunch and exhibitor reception, Tuesday breakfast, lunch networking reception and dinner and Wednesday breakfast.

HOTEL INFORMATION:

Hilton Orlando Bonnet CreekOrlando, Florida Special Conference Rate: $249 per night single/double available until March 16, 2020 or until room block is sold out. Click here to make reservations.

http://www.cvent.com/d/q6qhr5

https://book.passkey.com/event/49935839/owner/9591246/home

Documents

12345678€¦ · vendor hosted event bringing together the collective voices of healthcare professionals across the globe to convene, engage and expand the dialogue on improving patient