Next Generation Patient Experience 2018

November 27 - 29, 2018

Rancho Bernardo Inn, San Diego, CA

1.888.482.6012

Day One: Tuesday, November 27 | Disrupting Healthcare To Create A Better Human Experience

7:00 am - 8:00 am Registration And Networking Breakfast

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Charleen Ring

Event Director
Next Generation Patient Experience

8:10 am - 8:25 am Opening Address By The Conference Chair

Shawn Nason - CEO & Transformational Disruptor The Nason Group
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Shawn Nason

CEO & Transformational Disruptor
The Nason Group

8:25 am - 8:45 am Back To Basics: The Three-Part Communication Model

Lisa Allen - Chief Patient Experience Officer Johns Hopkins Hospital and Health System
Developing a shared communication strategy can help to get everyone onboard to improve the interaction between providers, staff, and patients.  The key for JHH was to create a research based tool that could be delivered quickly, simply, and for different roles. 

  • Learn about the research basis for the model
  • How to engage instructional designers and your PFACS in the model
  • The successes and challenges of  implementation get our 3 part mode
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Lisa Allen

Chief Patient Experience Officer
Johns Hopkins Hospital and Health System

8:45 am - 9:05 am The Patient Experience Specialist And How It Provides In The Moment Support For Patients And Staff

Maureen Fagan - Chief Experience Officer University of Miami, Miami Health System
This lecture will explore the innovative design and implementation of  Patient Experience Specialists embedded on inpatient  units in an southeastern  Academic Medical Center. This pro-active approach enables the PxSpecialist to observe, identify and mitigate operational glitches and potential problems early. This discussion will cover:
  • A service line based human –centered design that recognizes professional  communication misunderstandings, operational logistics,  and near-miss scenarios  
  • PxSpecialists operational tools and tactics  to enhance their discoveries
  • Outcome Metrics using patient satisfaction scores
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Maureen Fagan

Chief Experience Officer
University of Miami, Miami Health System

Improving the patient experience and the metrics associated with it – like HCAPS measures, can be among the hardest things to achieve.  Attend this session to learn how UT Southwestern Medical Center uses data,  technology, and simple human kindest  to transform the patient experience from excellent to extraordinary. 

The session will highlight how to:

  • Incorporate patient needs and values to create an environment in which patients and families feel supported to speak freely
  • Respectfully listen –  Support patients and families through the stresses of illness, hospitalization, medical visits and the ongoing healing or bereavement 
  • Help patients and caregivers participate in care decisions

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Victoria England

Associate Chief Nursing Officer, Nurse Excellence, Magnet Program,
UT Southwestern Medical Center

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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Lisa Allen

Chief Patient Experience Officer
Johns Hopkins Hospital and Health System

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Victoria England

Associate Chief Nursing Officer, Nurse Excellence, Magnet Program,
UT Southwestern Medical Center

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Maureen Fagan

Chief Experience Officer
University of Miami, Miami Health System

9:40 am - 10:20 am Networking & Refreshment Break In The Solutions Zone

10:20 am - 10:40 am The Impact Of Consumerism And Technology On Healthcare

Brent Bowman - VP, Strategy & Patient Experience Kaiser Permanente
There’s been a lot of talk about the effects of trends towards consumerism and the promise of technology to positively impact health and health care in this country.  Join Brent Bowman, VP of Strategy & PX at Kaiser Permanente, in exploring what these trends have added up to thus far and why agreements like CVS/Aetna, and Amazon/Berkshire Hathaway/JP Morgan may continue.  This will be a frank dialog about a future that no one is very sure of, except to say it will be fraught with change uncertainty.  Brent will offer his thoughts on what he foresees based on research and experience within Kaiser Permanente.
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Brent Bowman

VP, Strategy & Patient Experience
Kaiser Permanente

10:40 am - 11:00 am Leveraging Automated Outreach to Engage Patients: UCLA's Journey

Ksenia Kurnakova - Principal Analyst, Nursing Santa Monica UCLA Medical Center
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Ksenia Kurnakova

Principal Analyst, Nursing
Santa Monica UCLA Medical Center

11:00 am - 11:30 am Case Study Revolution: Creating Organizational Empathy: Moving From Individual To System Change

Susannah Rose - Scientific Director of Research, Office of Patient Experience Cleveland Clinic

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Susannah Rose

Scientific Director of Research, Office of Patient Experience
Cleveland Clinic

11:30 am - 11:50 am Why Improving The Human Experience Should Be Our Goal

Thomas G. Howell MD - Medical Director for Patient Experience, Con-OB GYN, Mayo Clinic Health System
Patient Satisfaction is transforming to patient experience.  Historically PX has been rooted in two things: complaint management (service recovery), and satisfaction data (CAHPs, loyalty surveys, etc.).  The approach has been to look at targets, provide data, and work on improvement.  While that improves metrics, does it improve the experience? We should think about this in the context of connecting and relationships.  What are the priorities of our patients, families and staff?  Start there. Dr. Howell will touch on these and share insights into:

  • Connecting with our organizational values
  • Putting the pieces together in a meaningful way that enhances the experience
  • Using metrics to measure improvements in the human experience
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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 MyVisitor Keynote Topic To Be Announced

12:10 pm - 1:10 pm Lunch For All Attendees

12:10 pm - 1:10 pm Private Lunch

To learn how you can sponsor a private lunch workshop, contact Alicia Upchurch at Alicia.upchurch@wbresearch.com or (646) 200-7452

1:10 pm - 1:25 pm An Overview Of Patient Experience Institute: The Value Of Having Certified Patient Experience Professionals In Healthcare

Jessica Barker - Director, Certification and Continuing Education The PX Institute
Patient Experience Institute (PXI) is an independent, non-profit that offers continuing education and professional certification for patient experience professionals. Most notably, the organization strives to improve the patient experience across the spectrum of healthcare through evidence-based research, certification and continuing education.

During this presentation, Jessica will share an overview of:

  • Patient Experience Institute’s mission and background
  • Certified Patient Experience Professional (CPXP) designation 
  • Patient Experience Continuing Education (PXE) credits
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Jessica Barker

Director, Certification and Continuing Education
The PX Institute

1:25 pm - 1:45 pm Fireside Chat: Shifting From A Patient Experience To A Family Or Community Experience

Luke Poppish - Executive Director of the OBGYN service line South Shore Health Kim Dever MD - Chair of Obstetrics and Gynecology South Shore Health

Luke Poppish

Executive Director of the OBGYN service line
South Shore Health

Kim Dever MD

Chair of Obstetrics and Gynecology
South Shore Health

1:45 pm - 2:15 pm Guest Speaker: Interactive Improv For Patient Experience

Brett Duggan - CEO Yes And Corp
Yes And Corp has a proven track record of growing professional teams’ interpersonal skills, emotional intelligence, and presentation strategies, by implementing the powerful and effective transferrable skills of improvisation. Led by master improviser and comedian and CEO of Yes And Corp, Brett Duggan will lead an interactive workshop exploring these topics:
·The healing power of laughter      
·The science and magic of  “YES and” 
·Listening with new ears

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Brett Duggan

CEO
Yes And Corp

PX Leaders Roundtable Discussions
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 roundtable, contact Alicia Upchurch at Alicia.upchurch@wbresearch.com or (646) 200-7452
Choose two:
 
#1 Bridging The Gap Between Nurse Rounding And HCAHPS: The Value Of Real-Time, Mobile-Friendly Patient Feedback
Paul Jaglowski, Co-Founder & CEO, FEEDTRAIL
 
#2 THE Front Line Staff Experience
Anjali Kataria, CEO, MYTONOMY
 
#3 EMBRACING THE POSSIBILITIES OF EMPATHY-BASED PATIENT EXPERIENCES
Shawn Nason,CEO & Transformational Disruptor, The Nason Group
 
#4 Topic TBD
Ksenia Kurnakova, MPH, Principal Analyst, Nursing, Santa Monica UCLA Medical Center
 
#5 Topic tbd
Anjali Kataria, CEO, MYTONOMY
 
#6 TOPIC TBD
 Clifford Goldsmith, Chief Medical Officer, MICROSOFT
 
#7 TOPIC TBD
Bob Friday, Co-founder and CTO, Mist
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Shawn Nason

CEO & Transformational Disruptor
The Nason Group

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Anjali Kataria

Chief Executive Officer
Mytonomy

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Paul Jaglowski

Co-Founder & Chief Executive Officer
Feedtrail

Clifford Goldsmith

Chief Medical Officer
Microsoft

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Bob Friday

Co-founder and CTO
Mist

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Ksenia Kurnakova

Principal Analyst, Nursing
Santa Monica UCLA Medical Center

3:05 pm - 3:45 pm Networking And Refreshment Break In The Solutions Zone


Afternoon Tracks


Track A: Design Thinking & Innovation

4:05 pm - 4:15 pm Chairperson’s Opening Remarks
To learn how you can chair Track A, contact Alicia Upchurch at Alicia.upchurch@wbresearch.com or (646) 200-7452.
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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Jennifer McClean

VP, Strategic Initiatives & Patient Experience
Mercy

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Ankita Roy

Service Designer & Design Researcher, Design & Innovation Group
Memorial Sloan Kettering

Track A: Design Thinking & Innovation

4:35 pm - 4:55 pm Case Study: Disrupting The Lean Movement
Shawn Smith - Vice President & Chief Experience Officer MedStar Washington Hospital Center
Learn about a unique way to produce quicker results to help you transform your culture and improve targeted outcomes.  

  • Understand how a new construct of rapid cycle testing fits in the experience movement
  • Learn how to leverage advanced voice of the customer analytics
  • Gain insight to what culture change is
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Shawn Smith

Vice President & Chief Experience Officer
MedStar Washington Hospital Center

  • The Strategic Imperative for laboratory experience, it is not always about the HCAHPS score
  • Why was the customer experience committee designed and what goals need to be accomplished
  • Success of the committee and measures of improvement
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Sam Terese

President & Chief Executive Officer
PCL Alverno/Franciscan Alliance

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Susan Kretz

Chair, Customer Experience Committee & Manager, Point of Care
PCL Alverno/Franciscan Alliance

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Sierra Breeden

Marketing & Communications Coordinator
PCL Alverno/Franciscan Alliance

Track A: Design Thinking & Innovation

5:15 pm - 5:35 pm Experience As Intervention: Designing For Behavior Change
Aileen Heinberg - Behavioral Scientist, Design & Innovation Memorial Sloan Kettering Cancer Center
How can we design end-to-end experiences that help patients and clinicians achieve their goals? We will explore:

  • How to design integrated experiences that support key behaviors
  • How behavioral insights help de-risk healthcare innovations
  • How choice architecture bolsters service design
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Aileen Heinberg

Behavioral Scientist, Design & Innovation
Memorial Sloan Kettering Cancer Center


Track B: Provider Engagement & Physician Partnerships

4:05 pm - 4:15 pm Chairperson’s Opening Remarks
To learn how you can chair Track A, contact Alicia Upchurch at Alicia.upchurch@wbresearch.com or (646) 200-7452.

Track B: Provider Engagement & Physician Partnerships

4:15 pm - 4:45 pm Panel: Changing The Conversation Around Physician Engagement To Prevent Burnout
Keith Gran - Chief Patient Experience Officer Michigan Medicine Thomas Savides - Chief Experience Officer UC San Diego Health System Justin Bright - Physician Champion Henry Ford Health System

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Keith Gran

Chief Patient Experience Officer
Michigan Medicine

Thomas Savides

Chief Experience Officer
UC San Diego Health System

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Justin Bright

Physician Champion
Henry Ford Health System

Track B: Provider Engagement & Physician Partnerships

4:35 pm - 4:55 pm Howdy, Partner! Come Hear How One Texas Public Healthcare System Got Its Physicians To Hitch Their Wagons To Culture Change
Lara Burnside - Chief Patient Experience Officer JPS Health Network
At JPS Health Network, we are enhancing our culture by creating a new relationship with our physicians. Our partnership allows us to break down the barriers between physicians and administration allowing us to better care for each other and our patients. 
  • Learn how we partnered with a local university to create a physician leadership academy that helped spark patient-centered initiatives.
  •  Discover how administration and medical staff leadership enhance the provider community through monthly learning sessions. 
  • Realize the difference rounding partnerships can make in building a united culture. 

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Lara Burnside

Chief Patient Experience Officer
JPS Health Network

Track B: Provider Engagement & Physician Partnerships

4:55 pm - 5:15 pm Re-Think A Concierge…Hire An Ambassador!
Bob Strawser - Executive Director, Mission & Patient Experience UPMC Altoona
Today’s busy emergency departments are not hotel lobbies.  Our customers need connections; not coffee.  The UPMC Altoona emergency department will see over 70,000 patients this year.  It is a level 2 trauma center and soon to be comprehensive stroke center.  Find out how they are transforming their emergency department’s culture and building connections with people (patients, families, visitors and staff).  Hear about the ambassador’s mobile office and the focus on meeting people at their level throughout the process.  Utilizing the ambassador as an internal consultant to other hospital departments has helped to increase an additional layer of accountability and ownership of the entire patient experience.

  • How to build a job description for a Patient Experience Ambassador (expectations and “right fit”).
  • Learn how to anticipate needs before they become complaints.
  • Understand the value of connections and “closing the loop”.
  • How to get employees to own ambassador tactics and share the role.
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Bob Strawser

Executive Director, Mission & Patient Experience
UPMC Altoona

Track B: Provider Engagement & Physician Partnerships

5:15 pm - 5:35 pm Who's On First? Physician Leadership In PX
Jennifer McClean - VP, Strategic Initiatives & Patient Experience Mercy
A health system’s ability to differentiate and sustain a competitive advantage based on service relies heavily on the culture(s) and behavior(s) of physicians/providers who practice in the various care environments.  Recognizing the importance of the quadruple aim, Mercy has invested deeply in physician engagement around not only the patient experience but all dimensions of our performance model and consumer-centric operating model strategy.  That investment has included physician leadership development & placement at all levels of leadership, establishment of specialty councils for collaboration across a multi-state system of care, inclusion in every phase of the design and strategy development and alignment of incentives that influences selection and process improvement throughout the organization.  Join us for an interactive discussion around best practices as well as lessons learned in engaging physicians and advanced practitioners in the patient experience journey.  

  • Building the “case” for Px from a physician/provider viewpoint
  • Establishing physician leadership to co-design the experience & shepherd the journey
  • Selecting for fit & aligning incentives

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Jennifer McClean

VP, Strategic Initiatives & Patient Experience
Mercy


Track C: The Power Of Story & PFAC Engagement

4:05 pm - 4:15 pm Chairperson’s Opening Remarks
To learn how you can chair Track A, contact Alicia Upchurch at Alicia.upchurch@wbresearch.com or (646) 200-7452.
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Aaron Davis

Chief Experience Officer
UMC Health

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Lynn Charbonneau MBA, CPXP

Manager, Patient Experience
Tampa General

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Holly Bradicich

Manager, Service Excellence
Duke University Hospital

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Priscilla Ramseur

Chief Nursing & Patient Services Officer
Duke University Hospital

Track C: The Power Of Story & PFAC Engagement

4:35 pm - 4:55 pm Engaging And Operationalizing Your Patient Advisory Council
Priscilla Ramseur - Chief Nursing & Patient Services Officer Duke University Hospital Holly Bradicich - Manager, Service Excellence Duke University Hospital
This presentation is geared towards individuals who have a working knowledge of Patient Advisory Councils and looking to bring life and purpose to their council.  You have decided to create a PAC, set a meeting date, and on-boarded members. Now what? That simple question can often paralyze PACs halting progress and creating a stale environment. This presentation will share how one PAC used a simple tool to help chart a course of action, re-energize committee members, and begin the actual work of influencing patient experience. Attendees will learn of various ways PAC members can become engaged, committed, and truly make a difference and how a rather young PAC made a commitment to bring the patient’s voice to various avenues across the hospital and truly make a difference in the patient experience.

  • Discuss various ways to operationalize a PAC that aligns with organizational priorities
  • Obtain a tool to help chart a course for their PAC
  • Discuss how PAC members interview patients to improve HCAHPS scores
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Priscilla Ramseur

Chief Nursing & Patient Services Officer
Duke University Hospital

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Holly Bradicich

Manager, Service Excellence
Duke University Hospital

Track C: The Power Of Story & PFAC Engagement

4:55 pm - 5:15 pm The Rise Program: How Mayo Clinic Patient Experience Is Partnering With Clinical Departments To Elevate The Patient Experience
Dawn Hucke - Director of Patient Experience Mayo Clinic Health System Eric Nelson - Senior Advisor, Patient Experience Mayo Clinic Health System
At Mayo Clinic, we hold our founding fathers legacy close and recognize how critical it is to put our patients’ needs first.  At the same time, it can be difficult to truly know our patients’ needs. While leveraging our Patient Experience surveying data has been important in elevating patient experience at Mayo Clinic, we recognized the need for further collaboration between practice areas and patient experience.  Through this collaboration, we have designed a program that offers various tactics as options to dig deeper into understanding our patients’ needs within each clinical area.
 
Objectives include:
  • Explore current barriers in healthcare to patient experience improvement
  • Share Mayo Clinic’s newly developed program which reinforces a close collaboration with the practice
  • Describe the four key phases of the RISE Program, including valuable tactics and reporting of results
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Dawn Hucke

Director of Patient Experience
Mayo Clinic Health System

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Eric Nelson

Senior Advisor, Patient Experience
Mayo Clinic Health System

Track C: The Power Of Story & PFAC Engagement

5:15 pm - 5:35 pm The Power Of Story
Christine Cunningham - Administrative Director, Office of Patient Experience Stanford Children’s Health
The context that storytelling brings to healthcare is very powerful when used in conjunction with our traditional metrics. These narratives bring to life the impact every team member has on our patients and families and the understanding that everyone’s story matters.

  • Learn when to use storytelling 
  • How and when to capture a story 
  • The value of listening
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Christine Cunningham

Administrative Director, Office of Patient Experience
Stanford Children’s Health

Limited availability. To reserve your spot, email Charleen.ring@wbresearch.com

Catalina Ballroom Workshops

4:05 pm - 4:55 pm Mayo Clinic World Café Interactive Exercise | Nursing Engagement: Creating A Valuable Patient Experience
Karee Munson - Senior Advisor, Patient Experience Mayo Clinic Health System
The Nursing Engagement activity will create a process for collaborative dialogue amongst participants, sharing knowledge and creating possibilities for action.  

The purpose of the Nursing Engagement activity is to create an understanding of how organizations include Patient Experience into their strategic goals as well as their daily work. Participants will explore the role of Patient Experience when onboarding new nurses, engaging inpatients in their care and empowering nursing leadership. 
The outcome:  By participating in a World Café activity, each participant will have a list of nursing engagement best practices to take back to their healthcare organizations 

Outcomes:  
Objective 1: Participants will share best practices for fostering PX strategic level nursing initiatives within your organization
Objective 2: Participants will share specific strategies to engage patients and nursing staff and improve communication
Objective 3: Participants will identify behaviors that demonstrate patient centered care that build and foster 
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Karee Munson

Senior Advisor, Patient Experience
Mayo Clinic Health System

Catalina Ballroom Workshops

4:45 pm - 5:25 pm Workshop: Integration Of In-Person Education Around Relationship-Centered Communication
Stephen Meth - Chief Experience Officer Prime Healthcare Karla Cardoza - Corporate Manager, Prime Patient Experience Prime Healthcare
Participants will  take away three tools ready to be used in their organizations:

  • Their marketplace distinguishing communication strategy
  • Validating delivery of the strategy ( recognition, course correction and coaching strategies)
  • Developing online learning to reflect and focus individual use of marketplace distinguishing communication strategy for the frontline

With each session- we will share our learnings, break the tables into groups of three to run through scenarios then report back to the group.
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Stephen Meth

Chief Experience Officer
Prime Healthcare

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Karla Cardoza

Corporate Manager, Prime Patient Experience
Prime Healthcare

These roundtables will meet on the Terrace for an intimate, candid conversation about the following topics:

Takeaway Terrace Meet-Ups

4:05 pm - 4:45 pm Increasing Diversity In Patient And Family Advisor Programs
Kathy Denton PhD, CMQ/OE, SSBB, CPHQ - Associate Director of Patient Experience MD Anderson Cancer Center
Patient and Family Advisor Programs and Councils serve as the patient and family voice for healthcare institutions as they work to improve the patient experience.  It is important the membership represents the diversity of the patient population. While the importance of diverse membership is understood, many councils have trouble recruiting members from different backgrounds, particularly race, even when their community is diverse.  Institutions are looking for better ways to recruit diverse patient and family members in their programs.

This roundtable will:

  • Define diversity
  • Identify barriers to obtaining a diverse membership
  • Share solutions and actions to encourage patients representing varying populations to join the program
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Kathy Denton PhD, CMQ/OE, SSBB, CPHQ

Associate Director of Patient Experience
MD Anderson Cancer Center

5:35 pm - 6:35 pm Wine Around The World Reception

To learn how you can sponsor this reception, contact Alicia Upchurch at Alicia.upchurch@wbresearch.com or (646) 200-7452.

6:35 pm - 6:35 pm Conclusion Of Day One