Next Gen Patient Experience 2014 (past event)
December 02 - 04, 2014
Contact Us: 1.888.482.6012
Day One: Interactive Workshop Day: Implementing A Patient Experience Strategy For Your Organization
07:40 - 08:40 Registration and Networking Breakfast
Registration and Networking Breakfast
08:40 - 08:45 Welcome Remarks
Welcome Remarks
08:45 - 08:55 Opening Address By The Conference Chair
Opening Address By The Conference Chair
08:55 - 09:20 Keynote: Defining The Patient Experience For Your Organization And Letting It Guide Your Strategy
In the current climate, we sometimes lose sight of the “care” in healthcare. The “care”, as we define it, is a connected patient experience fueled by respect, compassion, hope and healing. While the first objective in healthcare is always the healing, the clinical component must be aligned with an emotion connection with patients. The patient experience is an increasingly important driver for accountability as the healthcare landscape continues to evolve. As leaders we need to understand the patient experience today in order to redesign better care for tomorrow. And, as patients and caregivers ourselves, it is more important than ever to have a voice in this rapidly evolving system.
Take Away’s/Learning Objectives:
• Importance of the “patient experience”
• What patients expect from their care
• How hospitals and healthcare providers can
exceed patient expectations
09:20 - 10:00 Panel: What Should Your Patient Experience Department Look Like? A Template For Success
As a patient experience leader coming into your role, what should your department look like?
What are the minimum resources needed to be successful? What are some examples of reporting structures and why do they work?
10:00 - 10:30 Networking & Refreshment Break
Networking & Refreshment Break
DEEP DIVE WORKSHOP A
10:30 - 11:30 How Physician Alignment And Engagement Can Drive PX OutcomesThe literature is clear…engagement in healthcare is crucial for success as it relates to quality outcomes, market share, teamwork, and turnover. But mission statements alone do not seem to energize, connect, and engage our provider population. With so much on the line, how can leaders implement change in this area that really works, and that will engage our caregivers at a time when more and more is being asked of them, with less resources for support?
The goal of this learning session will be to discuss this critical issue of physician engagement and alignment in healthcare, identify best practices and strategies for implementing programming through different models, and finally to discuss possible barriers that may exist.
Specifically, leaders will learn the following:
• Explore models of engagement for physicians and
evidence-based strategies that work
• Specifically focus on the physician population and
models of engagement that produce outcomes
• Gain greater understanding as to why this is all so
important, and how it can affect their strategic goals
– specifically Patient Satisfaction
• Identify the role of all levels of leadership in driving
engagement throughout a healthcare system
• How to utilize data and patient voices to further
engage your teams
DEEP DIVE WORKSHOP B
10:30 - 11:30 You Too Can Change A Culture In 18 MonthsAfter this learning, you will be well versed in:
• Employee and Physician Engagement – you must
have fun!
• Communicate, communicate, communicate
• Don’t take everything so seriously
• Leadership Development and the role that leaders
play
• The power in Service Teams
• Establishing the non-negotiables and standards of
performance
• Creating a culture of accountability and insuring that
it works
• Results translate into the Positive Patient Experience
DEEP DIVE WORKSHOP C
11:30 - 12:30 The "So What" Behind Patient SatisfactionOver the last decade in the healthcare industry, there has been a growing push to capture and measure our patients’ satisfaction with their care and hospital experience. However, even organizations with top quartile HCAHPS scores frequently tend to view patients as a homogenous population rather than several stratified demographic groups. As a result,
they end up changing their processes in response to the voice of the “typical patient” rather than understanding and adapting to the needs of a diverse patient pool. Consequently, a healthcare system may overlook several key opportunities;
• The varying roles of caregiver support by race and
age group
• The key drivers of patient experience for each
clinical pathway
• Variation in desired clinical outcomes by gender
In addition, this presentation will demonstrate the value of going beyond the measure and management of Patient Satisfaction. Rather than simply viewing satisfaction as a market differentiator, we can use it to directly drive clinical outcomes and financial growth as well;
• Improved medication adherence
• Higher screening rates
• Discharge instruction compliance
• Greater patient/caregiver involvement in care and
decision-making
• Patient satisfaction as a driver of employee
Engagement
In order to truly transform our patients’ experience, hospitals must view Satisfaction scores as a critical component of business intelligent rather than simply a necessary regulatory compliance and marketing requirement. The integration of the Voice of the Patient into other key business measures is the next evolution in healthcare transformation.
Elena Roman
Chief Operating OfficerCancer Treatment Centers of America Southwest Regional Medical Center
Robert Kluttz
Executive Director, Lean Six SigmaInternational Capital & Management Company (an affiliate of CTCA)
DEEP DIVE WORKSHOP D
11:30 - 12:30 Hardwiring AccountabilityAt over 1300 licensed beds, Barnes-Jewish Hospital at Washington University is one of the largest hospitals in the country. BJH has also been on the US News and World report Honor Roll list for 22 consecutive years. The hospital formally embarked on the patient experience journey with the creation of its Office of Patient Experience in January of 2011. Within 1 year of building the patient experience team the hospital was
able to position itself for success with the HCAHPS survey moving from the 21st to the 69th percentile.
During this session you will learn how Barnes-Jewish Hospital defined its values and culture, and how the patient experience team created a system to successfully drive accountability across a large, complex, academic medical center. Learn how BJH:
• Built a patient experience framework that supports
the organizations mission, vision and values.
• Created and used the organization’s value
statements to define specific behaviors and drive
accountability.
• Leveraged reward and recognition strategies to
drive culture and patient experience metrics.
• Uses the organizations top level priorities to
cascade goals and drive performance across the
balanced scorecard.
• Used leadership development and coaching
strategies to create a culture of accountability.
12:30 - 13:30 Luncheon Featuring Birds of A Feather Topic Tables
Luncheon Featuring Birds of A Feather Topic Tables
13:30 - 14:30 Your People: The Key To Redefining The Patient Experience
Healthcare organizations face unique challenges when trying to create a consistent and safety-focused patient experience across all patient-interaction channels. But it’s becoming increasingly important to address those challenges strategically as patients have more choices and knowledge about the organizations from which they want to receive care. During this highly interactive session, attendees will learn about the three strategic focus areas: Creating a Patient-First Culture, Empowering Managers to Act Like Owners, and Delivering an Authentic Experience that Supports the Patient While Building Satisfaction and Loyalty.
The workshop-based session combines best practices with interactive discussion to help attendees better understand the barriers and gaps that cause organizational dysfunction at all levels of the organization – from leaders to managers to individual contributors – and how it impacts the patient. You will walk away with tips and approaches you can apply as soon as you return to your facility.
14:30 - 15:30 Shared Decision Making: What Is It & How Does It Engage Patients, Providers, And Healthcare Organizations?
15:30 - 16:00 Networking & Refreshment Break
Networking & Refreshment Break
16:00 - 16:25 Keynote: Interprofessionality: Patients As Team Members (Open To All Attendees)
The depersonalizing and stressful hospital environment discussed in the article Reducing the
Trauma of Hospitalization (Detsky & Krumholtz) is a grim observation that our current healthcare delivery model may be negligent in both health and caring. Now is the time for patients to be encouraged to take their place as informed and active members of their own interprofessional healthcare teams.
Interprofessionality was defined by D’Amour and Oandasan in 2011 (as cited in Institute of Medicine (IOM) as “the process by which professionals develop ways of practicing that provides an integrated and cohesive answer to the needs of the client/family/ population. It involves continuous interaction and knowledge sharing between professionals, organized to solve or explore a variety of education and care issues all the while seeking to optimize the patient’s participation.” The reality is that “optimizing patient participation” is not a strong enough statement to place the patient not only in the center of their care but as an active team member who is respected and can assist the healthcare team in planning the best course for their care.
There is an outcry from all members of the healthcare team that the composition and dynamics of their teams must change. Patients voice concerns over paternalistic treatment from providers and not receiving enough information about their condition and care plans. Health care providers beg for more participation and engagement from patients. However, patients will not be able to become engaged in their care until providers work to educate, inform and include them. The perfect place for patient engagement to be fostered is in the dynamics of their own health care team.
This presentation explores strategies and innovations that will start healthcare organizations on the journey to true interprofessionality by including the most important member of the team – the patient.
16:25 - 17:00 Guest Speaker & Non-Profit Partner: Accepting Change: The Strength To Make A Difference (Open To All Attendees)
Josephine will share her perspectives on being a mother with a child diagnosed with cancer, being a caretaker and her experience with the medical community, and highlight her foundation’s mission.
17:00 - 18:00 Kick Off Cocktail Reception
Kick Off Cocktail Reception
18:00 - 23:59 Conclusion of Day One
Conclusion of Day One