Next Gen Patient Experience 2014 (past event)
December 02 - 04, 2014
Contact Us: 1.888.482.6012
Day Three: Patient Experience Design & Innovation
07:45 - 08:40 Registration and Networking Breakfast
Registration and Networking Breakfast
08:40 - 08:45 Welcome Remarks
Welcome Remarks
08:45 - 08:55 Opening Remarks By The Conference Chair
Opening Remarks By The Conference Chair
08:55 - 09:15 Keynote: The All Staff Assembly - How To Engage 20,000 Stakeholders In The Patient Experience
09:15 - 09:55 Panel: Leadership Rounding To Uncover Unmet Patient Needs And Communication Disconnects
Speakers:
Meghan Pry Director, Service Excellence, Patient Experience Medical Center Health System
Jodi Butler Head of Integrated Communities Southern Cross Care Queensland
Doris Lopez Vice President Patient Experience St Barnabas Hospital
Cassandra Crowe Senior Director, Service Excellence University of Colorado Health-North Region
Meghan Pry Director, Service Excellence, Patient Experience Medical Center Health System
Jodi Butler Head of Integrated Communities Southern Cross Care Queensland
Doris Lopez Vice President Patient Experience St Barnabas Hospital
Cassandra Crowe Senior Director, Service Excellence University of Colorado Health-North Region
Leadership rounding is critical to improving safety, quality, and communication and of course, the patient experience. What’s next in rounding? This panel will discuss the benefits of leadership rounding from visibility to relationship building with frontline staff to opportunities for immediate service recovery.
St Barnabas Hospital
University of Colorado Health-North Region
Doris Lopez
Vice President Patient ExperienceSt Barnabas Hospital
Cassandra Crowe
Senior Director, Service ExcellenceUniversity of Colorado Health-North Region
09:55 - 10:15 Keynote: Moving Beyond The Silos - Understanding The Patient-Centered Continuum
10:15 - 10:35 Keynote: Remote Patient Monitoring: The Data You Aren't Looking At, But Should Be
The patient experience is not isolated to the four walls of the hospital. More and more, hospitals are being tasked with the responsibility of patient care after discharge, and multiple providers are getting engaged to manage patient care as a team. At the same time, there is no definitive way to truly engage patients in their health and wellbeing once they go home. Learn how non-invasive remote patient monitoring is helping providers engage patients post-discharge, collect valuable data, and improve outcomes and overall experience.
• Discuss trackable key health metrics and the
benefits of collecting such data
• Explore readily-available consumer products that
track health metrics and how to tap into them
• Offer examples of how providers can apply these
solutions to high-risk patient cohorts
10:35 - 11:05 Networking And Refreshment Break In The Solution Zone
Networking And Refreshment Break In The Solution Zone
11:05 - 11:25 Keynote: Melding Quality, Safety And The Patient Experience
People coming to the hospital for care experience a myriad of emotions fraught with fear, anxiety and vulnerability. Their primary expectations are to be kept safe, be restored to health and treated well. Safety, Quality and Service become essential threads to the fabric of superior healthcare. The omission of any one of these elements will result in not only the loss of confidence, but more significantly, could result in a significant safety event. By looking through the eyes of the patient we provide a vantage point for our staff to create a meaningful encounter that will instill a trusting and enduring relationship. What if we could provide an
exceptional experience for every patient, every day?
• Significant Elements of Quality
• Strategies adopted to protect patients
with quality initiatives, core easures and
benchmarks
• Taking ownership of a quality problem when
there is an opportunity for improved patient care
• Quality is everyone’s responsibility
• Safety in a highly complex environment
• Transparency within the system: Identifying and
reporting events that deviate from acceptable
policies, procedures and behaviors
• Designing barriers as prevention mechanisms to
improve safety
• Development of an accountability mechanism
• How do we connect? Attributes of service
• Seeing care from the patient’s perspective
• Non-negotiable practices in service
• The art of keeping loyal patients
11:25 - 12:05 Panel: Patient Experience And The Connection To Quality And Safety Metrics
All too often organizations treat patient experience as separate from quality and safety, but this should not be the case. Panelist will discuss the important connection between quality and safety metrics and the overall experience.
12:05 - 12:50 PX Leaders Interactive Roundtable Discussions
Speakers:
Nancy Feola Patient Experience Coach Saint Mary's Hospital
Meghan Pry Director, Service Excellence, Patient Experience Medical Center Health System
Alan Dubovsky, BBA Director, Customer and Physician Engagement The Emory Clinic
Doris Lopez Vice President Patient Experience St Barnabas Hospital
Heather Gjerde Social Media Specialist Scripps Health
Roseanna Ryan Director Patient Advocacy, Patient & Family Centered Care, Stony Brook University Hospital
Alex Hejnosz Co-Founder CipherHealth
Susan Hirt Director of Education Talent Plus
Nancy Feola Patient Experience Coach Saint Mary's Hospital
Meghan Pry Director, Service Excellence, Patient Experience Medical Center Health System
Alan Dubovsky, BBA Director, Customer and Physician Engagement The Emory Clinic
Doris Lopez Vice President Patient Experience St Barnabas Hospital
Heather Gjerde Social Media Specialist Scripps Health
Roseanna Ryan Director Patient Advocacy, Patient & Family Centered Care, Stony Brook University Hospital
Alex Hejnosz Co-Founder CipherHealth
Susan Hirt Director of Education Talent Plus
Table 1: Promoting Health Literacy At Your Organization
Moderator: Megan Pry, Director, Patient Experience, Medical Center Health System
Table 2: Steps For Clearly Defining And Rolling Out Rounding Practices
Moderator: Roseanna Ryan, Director of Patient Advocacy, Language Assistance Services, Patient & Family Centered Care, Stony Brook Medicine
Table 3: Social Media And The Patient Experience
Moderator: Heather Gjerde, Social Media Specialist, Scripps Health
Table 4: Melding Quality, Safety And The Patient Experience
Moderator: Nancy Feola, Patient Experience Service Coach, St. Mary's Hospital
Table 5: The Ideal Ambulatory Experience
Moderator: Alan Dubovsky, BBA, Director Customer and Physician Engagement, The Emory Clinic
Table 6: Leadership Rounding Best Practices
Moderator: Doris Lopez, VP Patient Experience, Interfaith Medical Center
St Barnabas Hospital
Stony Brook University Hospital
Moderator: Megan Pry, Director, Patient Experience, Medical Center Health System
Table 2: Steps For Clearly Defining And Rolling Out Rounding Practices
Moderator: Roseanna Ryan, Director of Patient Advocacy, Language Assistance Services, Patient & Family Centered Care, Stony Brook Medicine
Table 3: Social Media And The Patient Experience
Moderator: Heather Gjerde, Social Media Specialist, Scripps Health
Table 4: Melding Quality, Safety And The Patient Experience
Moderator: Nancy Feola, Patient Experience Service Coach, St. Mary's Hospital
Table 5: The Ideal Ambulatory Experience
Moderator: Alan Dubovsky, BBA, Director Customer and Physician Engagement, The Emory Clinic
Table 6: Leadership Rounding Best Practices
Moderator: Doris Lopez, VP Patient Experience, Interfaith Medical Center
Table 7: People Strategies to Enhance Patient Experience (Current and Ideal State)
Table 8: Sustaining Your Patient Experience Strategy for The Long Term
Table 9: Providers Patients: Delivering Shared Decision Making Support
Table 10: Applying Human Centered Design
Principles To The Patient Experience
If you are interested in hosting a roundtable, contact
us! patientexperience@wbresearch.com
Doris Lopez
Vice President Patient ExperienceSt Barnabas Hospital
Roseanna Ryan
Director Patient Advocacy, Patient & Family Centered Care,Stony Brook University Hospital
12:50 - 13:50 Luncheon
Luncheon
13:50 - 14:30 Panel: Purposeful Patient Rounding To Boost Employee Engagement And Patient Satisfaction
Rounding for the sake of rounding seems to be commonplace at many hospitals and health centers. How can you ensure that your rounding practices are meaningful and also track back to a specific metric? How can you repackage rounding for your staff so
that they clearly understand how it benefits them? Panelists will walk you through best practices and lessons learned.
Nicole Bailey
Director, Patient and Guest ExperienceLaurel Regional Hospital
14:30 - 14:50 Presentation: The Ideal Ambulatory Experience
As the ambulatory patient experience continues to change, the need for new and innovative ideas to improve patient satisfaction has become imperative. Across the last 24 months, Emory Clinic has put into place an accelerated action plan to improve the patient experience, by focusing on three key goals: 1) Reshape the Service team that works with our physicians, staff, and patients. 2) Completely overhaul all Service programs (from trainings to Huddles) to emphasize the new Service approach. 3) Create a unique Patient Satisfaction Acceleration Team, using process improvement methodology to drive quick and long-lasting improvements to patient satisfaction. As the last 24 months have unfolded, we have found ourselves with our highest patient satisfaction scores ever, along with significant improvements in physician
and employee engagement in Service.
Learning Objectives:
• Learn how to best structure a service team in the
ambulatory environment
• Learn how to use patient feedback to drive culture
change
• Learn how to accelerate service improvements
14:50 - 15:10 Presentation: Your Patients Are Talking About You On Social Media - Are You Listening?
Today’s patients are empowered through social media sites like Yelp and Angie’s List to rate their hospital, doctor’s office, physician, etc. If you aren’t there listening and responding, you’re leaving your reputation in the hands of your online patient population.
15:10 - 15:30 Closing Keynote: A Six Step Approach To Viewing Experience Through The Eyes Of Patients And Families
Through this keynote presentation, attendees will learn the six simple steps of the PFCC Methodology that can be used in any care setting to view care through the eyes of patients and families. Attendees will learn about Shadowing (real-time direct observation) of each segment of care delivery to identify “the current state” and how cross-functional high performance care teams work together to close the gap between the current state and the ideal. This session will provide real-world examples from across the healthcare continuum of care and also discuss how the PFCC Methodology creates culture change and sustainability to meet the changing needs of the national healthcare landscape.
University of Pittsburgh Medical Center
Pamela Greenhouse
Executive Director of Patient and Family Care Centered Innovation CenterUniversity of Pittsburgh Medical Center
15:30 - 15:35 Closing Remarks By The Conference Chair
Closing Remarks By The Conference Chair
15:35 - 23:59 NGPX 2014 Concludes, See You Next Year!
NGPX 2014 Concludes, See You Next Year!