Next Gen Patient Experience 2014 (past event)
December 02 - 04, 2014
Contact Us: 1.888.482.6012
Nancy Feola
Patient Experience Coach
Saint Mary's Hospital
Check out the incredible speaker line-up to see who will be joining Nancy.
Download The Latest AgendaDay Three: Patient Experience Design & Innovation
Saturday, April 12th, 2014
11:05 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
12:05 PX Leaders Interactive Roundtable Discussions
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
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