Grace Ibe

Senior Director of Service Excellence & Culture Development
Dignity Health

Check out the incredible speaker line-up to see who will be joining Grace.

Download The Latest Agenda

Day One: Interactive Workshop Day: Implementing A Patient Experience Strategy For Your Organization

Wednesday, February 12th, 2014

10:30 How Physician Alignment And Engagement Can Drive PX Outcomes

The 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

Day 2

Wednesday, March 12th, 2014

13:20 PX Leaders Interactive Roundtable Discussions

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