Julie Becker, DBA, RN

VP, Patient And Family Experience
Wheaton Franciscan Healthcare

Julie has worked for Wheaton Franciscan Healthcare for 15 years. Wheaton Franciscan Healthcare has 14 hospital sites, over 500 employed physicians, and 17,000 employees. Currently she serves as the first Vice President for Patient and Family Experience for the system. She started her career as a registered nurse in 1996. In 2010, she received her MBA in Organizational Development and her Doctorate in Business Administration specializing in Leadership in 2013.

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

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Day 2

Wednesday, March 12th, 2014

11:30 Keynote: The Connection Between Patient Expectations And Satisfaction

It seems natural to assume that meeting patients’ expectations would lead to improved satisfaction, yet as care givers we often forget to define what these expectations are from the patients’ perspective. A truly patient centered approach to care means engaging the patient from the beginning by defining the patients’ expectations for the approaching service. Expectations are a combination of past experiences, current level of knowledge, values, and beliefs; clearly this challenges the “one size fits all” approach.

This presentation will address:

• Components of an individual’s expectations

• Common assumptions that lead to a less than desirable

patient experience

• Setting a patient centered agenda

• Simple steps for defining a patient’s expectations

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