Next Generation Patient Experience 2017

November 28-November 30, 2017

Rancho Bernardo Inn, San Diego, CA

1.888.482.6012

Day Two: Patient & Family Engagement

6:30 AM - 7:30 AM Health & Wellness Sponsored Morning Yoga

7:15 AM - 8:15 AM Registration And Networking Breakfast

7:15 AM - 8:15 AM Private Breakfast Workshop


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Charleen Ring

Event Director
Next Generation Patient Experience

8:25 AM - 8:40 AM Opening Remarks By The Conference Chair

Michael O'Neil Jr., Founder & CEO, GetWellNetwork


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Michael O'Neil Jr.

Founder & CEO
GetWellNetwork

8:40 AM - 9:00 AM Trends Shaping the Future of Patient and Customer Experience

Brent Bowman, VP, Strategy & Patient Experience, Kaiser Permanente
It’s no secret that healthcare operates very differently than other industries when it comes to consumerism, but why? Why should healthcare treat their patients like they’re anything less than the customers they are? Our speaker from the largest Hospital system on the West Coast shares his insights on consumerism and health care, and why our strategies must adjust to meet the changing experience landscape. Brent will discuss:
  • Why Patient Experience matters now more than ever?
  • Why is the patient/customer experience critical to KP’s vision and strategy?
  • Future trends
  • How KP is driving its strategy towards the new consumer mindset?

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Brent Bowman

VP, Strategy & Patient Experience
Kaiser Permanente

9:00 AM - 9:20 AM Re-envisioning Your Patient Experience Strategy – Hitting The Reset Button On Your Patient Experience Programs

Alan Dubovsky, Chief Patient Experience Officer, Cedars-Sinai Medical Center
Alan will share insights into refocusing and re-envisioning your entire organization around a new patient experience strategy, with actionable strategies on:
  • Creating a new action plan
  • Restructuring patient feedback
  • Innovating around patient experience

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Alan Dubovsky

Chief Patient Experience Officer
Cedars-Sinai Medical Center

9:20 AM - 9:40 AM If Amazon Ran Your Hospital

Rebecca Zuccarelli, SVP, Chief Experience Officer, Tampa General
There is much written in comparing healthcare customer service to theme parks, hotels, airlines and other businesses in the hospitality industry. These models of customer service fail to recognize certain unique aspects of the healthcare experience.
However, the shopping giant, Amazon, elevates the consumer experience and connects with its customers in unique ways raising expectations to a new level. This presentation will explore:
  • Why focusing service efforts using a hospitality industry model is insufficient in healthcare
  • Explore the aspects of the Amazon experience that create consumer loyalty
  • Identify Amazon innovations that could lead to a competitive edge for your hospital

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Rebecca Zuccarelli

SVP, Chief Experience Officer
Tampa General
You’ve just heard three captivating stories from three of the top patient experience executives in healthcare. We know you have questions. We’re inviting our morning keynotes back up on stage to get a bit more in-depth, and of course, answer your most pressing questions.

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Brent Bowman

VP, Strategy & Patient Experience
Kaiser Permanente
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Alan Dubovsky

Chief Patient Experience Officer
Cedars-Sinai Medical Center
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Rebecca Zuccarelli

SVP, Chief Experience Officer
Tampa General
There are just some things that work really well together. Things that, when you bring them together, create better or more results! Like how marketing and experience can come together to create the sweet spot of a brand experience. Join this session for real examples of how marketing and experience leaders at Hackensack Meridian Health have made specific improvements, developed programs and created consistent messaging to deliver on the organization’s vision to redefine how health and care work together and humanize health.
During this presentation you will learn more about how to:
  • Work together to create and communicate your vision for the experience to win the hearts and minds of team members and consumers
  • Package programs and services so they resonate with internal and external consumers as well as support your strategic plan
  • Use consumer voice to move from “I think” to “We Understand” to create smarter and more informed decisions
  • Expand your circle of influence to strongly influence your culture and business technology

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Nancy Corcoran-Davidoff

EVP, Chief Experience Officer
Hackensack Meridian Health
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Tria Deibert

VP, Experience Marketing
Hackensack Meridian Health

Timothy Carrigan

Associate Vice President, Nursing Operations & Adult Heart Service Line
Rush University Medical Center

Angelique Richard

Chief Nursing Officer
Rush University Medical Center

10:40 AM - 11:20 AM Networking And Refreshment Break In The Solutions Zone

11:20 AM - 11:50 AM Physician Burn Out Study Follow-Up—The Results

Thomas G. Howell, MD, Medical Director for Patient Experience, Con-OB GYN,, Mayo Clinic Health System
Last year, Dr. Howell presented on where Mayo Clinic was in Patient Experience and how it interfaced with the current Burnout crisis. This year, they have the results from that research, which this session will highlight.
  • Understand and acknowledge some of the core causes of Burnout
  • Discuss motivational frameworks and Intrinsic vs Extrinsic Motivators
  • Provide a “connect to purpose and Motivation” idea that can be used by physicians, advanced

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Thomas G. Howell, MD

Medical Director for Patient Experience, Con-OB GYN,
Mayo Clinic Health System

11:50 AM - 12:10 PM Keynote BD

12:10 PM - 1:10 PM Lunch

12:10 PM - 1:10 PM Private Lunch – Hosted by BD

Track A: Measurement and Design

1:10 PM - 1:20 PM Opening Remarks By The Track Chair

To learn how you can chair Day 2, Track A, contact Alicia Upchurch at alicia.upchurch@wbresearch.com or 646.200.7452.

Track B: Physician Engagement

1:10 PM - 1:20 PM Opening Remarks By The Track Chair

To learn how you can chair Day 2, Track B, contact Alicia Upchurch at alicia.upchurch@wbresearch.com or 646.200.7452.

Track C: Your PX Toolkit

1:10 PM - 1:20 PM Opening Remarks By The Track Chair

To learn how you can chair Day 2, Track C, contact Alicia Upchurch at alicia.upchurch@wbresearch.com or 646.200.7452.

Track A: Measurement and Design

1:20 PM - 1:40 PM Topic TBD, Care Experience

Track B: Physician Engagement

1:20 PM - 1:40 PM “What? Another Scorecard? When are you administrators going to leave us alone and let us do what we do best – take care of patients!”

Lynn Charbonneau, MBA, CPXP, MBA, CPXP, Delray Medical Center, Tenet Healthcare Lynn Charbonneau, MBA, CPXP, MBA, CPXP, Delray Medical Center, Tenet Healthcare
Physicians are people too. They want to feel valued and they want to know how they can do better. In January 2015, HCA Healthcare contracted with Press Ganey for patient experience surveys and data management. Realizing the key role that the providers play in the patient’s overall experience, Northside Hospital, part of HCA’s West Florida Division felt it was important to take the time to explain HCAHPS to the physicians and show them how they measure up. We presented it in a non-threatening way and the response and results we got were astounding. We will provide tools and tactics for being successful and how to engage your provider group in a way that they will continue to look for the data.

This session will help you:
  • Use the data to be fair and equitable
  • Present the data in a way that a provider will receive it positively even if their scores are low
  • Engage them into a solution to build momentum for continuous improvement
  • Engage the resident staff even if they are unable to be measured individually

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Lynn Charbonneau, MBA, CPXP

MBA, CPXP
Delray Medical Center, Tenet Healthcare
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Lynn Charbonneau, MBA, CPXP

MBA, CPXP
Delray Medical Center, Tenet Healthcare
This workshop will provide a framework of the levels of patient engagement and knowledge to continually engage patient family advisor perspectives in your healthcare organization. We will discuss how to apply patient family advisor skills and experiences to advance their role. In addition, we will provide strategies to ensure patient family advisors success as their role in the healthcare organization expands.

At the end of this workshop, participants will be able to:
  • Define the levels of patient engagement
  • Apply the lived experiences of patient family advisors with opportunities that exist in your healthcare organization
  • Discuss strategies on how to engage patient family advisors to advance their role in your healthcare organization

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Maureen Fagan, DNP, MHA,WHNP-BC,FNP-BC

Associate Chief Nurse -OB/GYN
Brigham & Women`s Hospital
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Martie Carnie

Co-Chair, Patient Family Centered Care Steering Committee / Senior Patient Advisor
Brigham and Women's Hospital

Track A: Measurement and Design

1:40 PM - 2:00 PM Understand the Role Of Digital Innovation In Creating Your Patient Experience Strategy

Claudine Cangiano, Senior Director, Office of Patient and Customer Experience, Northwell Health Emily Kagan Trenchard, AVP, Digital Strategy and Innovation, Northwell Health
  • Utilize digital platforms to gather patient feedback and enhance understanding of what defines and drives customer experiences
  • Identify, develop and implement digital solutions and supporting processes that engage patients and enhance customer experience
  • Leverage digital innovation and technology to make patient experience data collection and interpretation more robust

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Claudine Cangiano

Senior Director, Office of Patient and Customer Experience
Northwell Health
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Emily Kagan Trenchard

AVP, Digital Strategy and Innovation
Northwell Health

Track B: Physician Engagement

1:40 PM - 2:00 PM Case Study Remix: Beyond the Pre-Op Doors: Using Digital Media For Family Updates

Kevin de la Roza, MD, Pediatric Cardiac, Anesthesiologist, Arnold Palmer Children’s Hospital
Do you remember the last time a loved one had surgery? The feeling in the waiting room? The anxiety, the lack of control, and the lack of communication? Four years ago, physicians at Arnold Palmer Hospital for Children in Orlando, Florida endeavored to provide a different experience for families and their loved ones during surgery. That experience led to the creation of EASE, a HIPAA compliant platform that allows doctors and nurses to communicate with families via texts, photos, and videos during a loved one’s medical procedure. This talk will discuss the history of the operating room, examine current strategies for OR communication with patient families, and present the evolution and experience of the EASE platform.

  • Discuss the history of the operating room
  • Examine current strategies for OR communication with patient families
  • Present the evolution and experience of the EASE platform

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Kevin de la Roza, MD

Pediatric Cardiac, Anesthesiologist
Arnold Palmer Children’s Hospital

Track C: Your PX Toolkit

1:40 PM - 2:00 PM Case Study: A One Year Journey Into A Patient and Family Advisory Council System Structure

Roberta Mori, Director for Patient and Family Engagement, Sutter Health Morgan Horwood, Project Coordinator, Sutter Health
Sutter Health, a not for profit healthcare system in Northern California, embarked on a one year journey to establish a network of Patient and Family Advisory Councils (PFAC) across the organization. Utilizing standard work processes and guided support from PFCC partners, Sutter Health established 15 new PFAC for a total of 20 active councils. Roberta Mori will share:
  • Partnering with patients and families to provide an exceptional patient experience
  • Engaging Patient Family Advisors across a network to gain and learn from their unique perspectives
  • Establishing standard, unified approaches to put patients at the center
  • Modeling best practices that position our care teams and patients for success
  • Scope, processes, strategies, tactics and challenges around a system-wide PFAC rollout
  • Results, sustainment, scale and lessons learned


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Roberta Mori

Director for Patient and Family Engagement
Sutter Health
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Morgan Horwood

Project Coordinator
Sutter Health

Track A: Measurement and Design

2:00 PM - 2:20 PM Innovation Spotlight/Track Presentation

Track B: Physician Engagement

2:00 PM - 2:20 PM Enhancing Provider & Patient Relationships – May The Force Of Good Communication Be With You

Chaun Cox, Patient Experience Medical Director, Mayo Clinic Health System Sheri Nemec, Patient Experience Manager, Mayo Clinic Health System
The ability to engage, build relationships, and effectively communicate between provider and patient has long played a role in positive patient experiences. The presenters will share information about a journey to implement a three tiered approach to improve provider communication in the outpatient practice. The presentation will outline the size and scope of the project, early indicators of improvement/measurement, and lessons learned along the way.

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Chaun Cox

Patient Experience Medical Director
Mayo Clinic Health System
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Sheri Nemec

Patient Experience Manager
Mayo Clinic Health System

Track C: Patients and Families – Advocacy

2:00 PM - 2:20 PM Innovation Spotlight/Track Presentation

Track A: Measurement and Design

2:20 PM - 2:50 PM Beyond CAHPS scores: How to Creatively, Effectively and Efficiently Measure Patient Experience

Susannah Rose, Scientific Director of Research, Office of Patient Experience, Cleveland Clinic
Measuring the success of patient experience initiatives poses unique challenges in terms of time and resources, and often requires some expertise in primary data collection techniques. This session will provide practical instruction on how to select the right measurement tools and methods to meet the needs of your organization. Furthermore, this session will provide instruction on how to collect data from patients, family members and health care professionals, including the use of surveys, semi-structured interviews and focus groups. A real-life example will be provided from the Cleveland Clinic. Furthermore, this session will encourage participants to ask questions about their own organization’s needs for high-quality data collection to measure patient experience.
Objectives:
  • Understand how to select the right measurement tools and methods to best assess patent experience initiatives
  • Learn the basics of survey design, semi-structured interviews and focus groups methods, including the pros and cons of each method
  • Hear about the failures and successes about a real-life example of a patient experience data collection project from the Cleveland Clinic

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Susannah Rose

Scientific Director of Research, Office of Patient Experience
Cleveland Clinic
Cincinnati Children’s Hospital Medical Center recently launched a pilot and survey to enhance physician engagement with patients and families.
  • Discuss deep-dive with 17 of their top performing physicians
  • Utilize a tool kit for success that Center provided to physicians and gain insight into how these tactics came to be
  • Setting up a coaching model

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Anne Boat

Patient Experience Officer
Cincinnati Children's Hospital Medical Center
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Julie Elkus

Director of Innovation and Human Centered Design
Cincinnati Children's Hospital Medical Center

Track C: Patients and Families – Advocacy

2:20 PM - 2:50 PM Presentation: Patient Advisors On Quality Improvement Projects

Kathy Denton, Associate Director of Patient Experience, MD Anderson Cancer Center
Too often, we think we know what the patients want. But the truth is – we don’t – at least not until we ask!
Having patients serve on their committees has opened up a whole new world of employee dialogue between physicians and nurses and patients. Kathy Denton has seen first-hand the wonders that patient advisors can have on an organization, and she’s diving right in to the best practices for PFAC engagement, with a focus on the following learning objectives:
  • The curriculum used for a basic Process Improvement Education for PFAP members
  • The steps to including PFAP members on a PI team
  • Common speed bumps to success

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Kathy Denton

Associate Director of Patient Experience
MD Anderson Cancer Center

2:50 PM - 3:20 PM Afternoon Networking And Refreshment Break In The Solutions Zone

Sit down with 10-15 other patient experience innovators, share solutions to common challenges, and ask the questions that’s have been keeping you up at night. The conversations are candid and one of the most anticipated time of the day. Plus you get to choose your own adventure: Pick the two topics that will pack the biggest punch for your 2018 PX strategies. To learn how you can host a PX Leader Roundtable, contact Alicia Upchurch at alicia.upchurch@wbresearch.com or 646.200.7452.
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#1 Topic TBD, CipherHealth

#2 Beyond CAHPS scores: How to Creatively, Effectively and Efficiently Measure Patient Experience
Susannah Rose, Scientific Director of Research, Office of Patient Experience, Cleveland Clinic

#3 Government Funded Programs And Commercial Member Experience And Engagement
Arvin Magusara, Program Manager, Patient Satisfaction Measurement and Improvement, Blue Shield of California
Katie Manson, Manager, Medicare Member Engagement, Blue Shield of California

#4 Physician Burn Out Study Follow-Up—The Results
Thomas G. Howell, MD, Patient Experience Medical Director, Con-OB GYN, Mayo Clinic Health System

#5 Case Study: A One Year Journey Into A Patient and Family Advisory Council System Structure
Roberta Mori, RN, Director for Patient and Family Engagement, Sutter Health

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Susannah Rose

Scientific Director of Research, Office of Patient Experience
Cleveland Clinic

Arvin Magusara

Program Manager, Patient Satisfaction Measurement and Improvement
Blue Shield of California

Katie Manson

Manager, Medicare Member Engagement
Blue Shield of California
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Thomas G. Howell, MD

Medical Director for Patient Experience, Con-OB GYN,
Mayo Clinic Health System
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Roberta Mori

Director for Patient and Family Engagement
Sutter Health
As a patient experience executive, it is your responsibility to prioritize patient experience initiatives and promote a patient-centric value proposition throughout your organization. This is your opportunity to gain honest feedback, debate strategic ideas and share high level insights in a closed door forum.

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Sean Rodriguez

Chief Experience Officer & System Vice President of Healthcare, Consumer Engagement
Hartford HealthCare

4:20 PM - 4:40 PM Establishing A New Office Of Patient Experience, Utilizing Patient And Family Centered Care As A Framework

Keith Gran, Chief Patient Experience Officer, Michigan Medicine
This session looks at how PFCC fundamentals were key in establishing a new Office of Patient Experience, including determining priority areas to focus, staffing needs, key collaborators, and strategy. This session shares start up guidance, and expertise on engaging the patient voice on a continual, systemized basis.

Learning Objectives:
  • The journey to establishing a patient experience office.
  • Determine key tactics for establishing a patient experience office and learning from lessons learned.
  • Identify effective patient and family engagement strategies.
  • Establish patient experience strategic aims through the utilizing of patient, family and staff input.
  • Determine best practices by looking at: patient experiences, partnerships and organizational design.

Michigan Medicine has launched a new Office of Patient Experience (January 2017), completed assessments on the institutional needs, and have engaged over 900 patient and family members in determining what matters most in providing the best experience in health care, and impacting the quality and safety in that care. The Office was launched to work with operational units to coordinate and improve the patient experience across the organization. Four key priority areas have been established as the preliminary foci for the new Office of Patient Experience: Access, Communication, Customer Service, and Environment of Care. This session will share tactics in establishing patient experience framework within an organization, and how to maintain active partnership with patients and their families as well as the journey in establishing the office.

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Keith Gran

Chief Patient Experience Officer
Michigan Medicine
Our esteemed panel share their insights, trials and tribulations with design strategy. No hospital’s story is the same, so each panelist has a compelling piece to add to the conversation.
  • The “Why” and the “How” – What factors played into the design strategy and how did they get started?
  • The Journey – what were lessons learned?
  • The Future – what can we expect over the next year in PX design?

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Lynn Skoczelas

Chief Experience Officer
Sharp HealthCare
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James Grayson

Administrative Chief of Staff
West Cancer Center

Shawn Nason

CEO & Transformational Disruptor
The Nason Group

Jami Momberger

Director of Patient Experience and Engagement
Samaritan Health Services
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Lee Ann Hickey

Senior Director, Healthcare and Patient Experience Strategy
Aspect

5:10 PM - 5:30 PM WHOLE Communication: Connecting with Uncommon Compassion

Marcela Reyes, System Director of Patient Experience, Adventist Health System
Relationship-based communication between the physician and patient is a critical component of whole person care.
Evidence has shown that helping physicians develop deeper skills around patient-centered communication results in better health outcomes for patients, and a more rewarding experience for both patients and physicians.

Objectives:
  • Explore the evidence behind the importance of relationship-based communication between physician and patient
  • Learn about how a large system has internalized a physician communication curriculum, doctor to doctor
  • Describe ways to engage physicians in this important topic

Marcela Reyes

System Director of Patient Experience
Adventist Health System

5:30 PM - 6:30 PM “Catalina Wine Mixer” Reception

6:30 PM - 6:30 PM Conclusion Of Day Two