Day 2

Registration and Networking Breakfast

Welcome Remarks

Opening Remarks By The Conference Chair

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Innovations in mobile technology and artificial intelligence present opportunities for our healthcare system that we wouldn’t dare dream about a decade ago. At a time when an aging population, increased levels of chronic disease, and too few HCPs are placing new burdens on the system, virtual health assistants have the potential to radically improve quality of care while controlling costs. By keeping patients engaged away from a physician’s watch, virtual health assistants could soon become an important cornerstone of any serious treatment plan.

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Networking And Refreshment Break In The Solution Zone

A newer seat in the hospital and health system c-suite is the Chief Patient Experience Officer. But what does this role really entail? Here some lessons learned from CXOs making a difference at their organizations.

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Luncheon

Table 1 : Leadership Accountability Best Practices

Moderator: Grace Ibe, Senior Director, Service Excellence and Culture Development, Dignity Health

Table 2: Using Patient Comments to Guide Improvement

Moderator: Jan Althouse, Patient Satisfaction Coordinator, Cook Children’s Healthcare System

Table 3: The Human Service Conundrum…How Far Do We Go?

Moderator: Sharon Parker, Director of Patient Advocacy, University of Hackensack Medical Center

Table 4: The Connection Between Patient Expectations And Satisfaction

Moderator: Julie Becker, DBA, RN, VP, Patient and Family Experience, Wheaton Franciscan Healthcare

Table 5: What You Need to Know About CG-CAHPS

Moderator: Susan Osborne, RN, MSN, MBA, VP Patient Experience, Piedmont Healthcare

Table 6: Improving Nurse Communication

Moderator: Megan King, Director, Patient Experience, Geisinger Health System

Table 7: Best Practice Use Of Lead Indicators To Achieve Rapid And Sustained PX Improvement

Moderator: Joel High, Performance Improvement Coach, TruthPoint

Table 8: Keeping Patients Engaged With Virtual Health Assistants

Moderator: Thomas Morrow, MD, Chief Medical Officer, NextIT

Table 9: Aromatherapy for the Clinical Setting: Reduce Anxiety and Improve Patient Satisfaction

Moderator: Caryn Gehlmann, Certified Clinical Aroma Therapist, Beekley Medical

Table 10: Translating Patient Data Into PX Improvements

Moderator: Cassandra Willis-Abner, Director, Service Excellence,University of Michigan Hospitals and Health Centers

Table 11: Translating Patient Experience Work For Your Staff

Moderator: Gregory Berney, MSW, Senior Manager, Patient Experience, Cone Health

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As a patient experience executive, it is your responsibility to prioritize patient experience initiatives and promote a patient-centric value proposition throughout your organization. This is your opportunity to gain honest feedback, debate strategic ideas and share high level insights in a closed door forum. This is an invitation only session. If you wish to participate or would like to nominate yourself or a VP or C-level patient experience colleague, please contact: patientexperience@wbresearch.com

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Sure, everyone wants to build a culture in which inspired employees create excellent customer experiences as a matter of routine…but how do you do it? Liz moves beyond the “what” and “why” of satisfaction and focuses on creating excellent experiences. She starts the conversation by clearly laying out the difference between quality and service and how they both play an essential role in defining the “experience.” We know that people expect quality but evaluate their experience based on their perceptions. Participants will learn essential techniques of how to manage and enhance the perception of the services they deliver. Liz will then walk you through the steps of connecting improved perceptions to “always” in order to create excellent service experiences.

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Conclusion Of Day Two