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

8:00 am - 8:10 am Welcome Remarks

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

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 on board 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 Building And Socializing A System-Wide PX Standards Campaign

Craig Loundas - Associate Vice President, Penn Medicine Experience Penn Medicine

With recent growth and mergers, Penn Medicine faced a disparate landscape of patient experience standards and definitions among its hospitals and practices. Working with patients, families, employees, and providers, we designed a process to define the Penn Medicine Experience and built a set of related behavioral standards to support it.  

  • Learn how to listen to employees, patients, and families as you build your own PX campaign.
  • Learn about the use and impact of multi-media materials to build and influence performance expectations and standards.
  • Explore the use of social media to leverage employee input and peer recognition. 

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Craig Loundas

Associate Vice President, Penn Medicine Experience
Penn Medicine


Ranked among the best primary care and research institutions in the country, UT Southwestern Medical Center continues to implement cutting-edge technology to consistently improve healthcare and empower their staff and patients.

In this case study, the organization’s Chief Nursing Officers will discuss their partnership with Elsevier and the impact on the organization.

The audience will learn:

  • How UT Southwestern Medical Center uses analytic technology to drive results
  • Harnessing data to empower knowledge
  • The results

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Victoria England

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

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Susan Hernandez

Health System Chief Nurse Executive
UT Southwestern University Hospitals

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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Craig Loundas

Associate Vice President, Penn Medicine Experience
Penn Medicine

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Victoria England

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

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Susan Hernandez

Health System Chief Nurse Executive
UT Southwestern University Hospitals

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

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Tarun Suri

Senior Director, Clinical Implementation
OneCity Health Services and NYC Health + Hospitals

11:00 am - 11:30 am Case Study Revolution: Designing A Unified Digital Experience

Susannah Rose - Scientific Director of Research, Office of Patient Experience Cleveland Clinic
Cleveland Clinic has always been at the cutting edge of Patient Experience, and they’re kicking off this year’s NGPX with a keynote around developing an integrated digital experience for patients and their families. Followed by a 10-minute “Revolution” where the audience gets the opportunity to collaborate on a key question/activity.

Keynote Topics:

- Thoughtfully shaping the use of technology around the patient.
- Understanding how technology can enhance or detract from experience have an idea on how to implement them – but they don’t know how to know if it works or not.

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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 Keynote: MyVisitor

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

12:10 pm - 1:10 pm Private Lunch

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 - 2:05 pm Guest Speaker: Interactive Improv For Patient Experience

Brett Duggan - CEO Improv for Businesses
Improv for Businesses 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 Improv for Businesses, 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
Improv for Businesses

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 Marc Ruppenstein at Marc.ruppenstein@wbresearch.com or (646) 200-7542

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 Topic TBD
Shawn Nason, CEO & Transformational Disruptor, The Nason Group

#4 Topic TBD
Client Speaker, Cipherhealth

#5 Topic TBD
Clifford Golfsmith, Chief Medical Officer, Microsoft

#6 Topic TBD
Speaker TBD, Mist Systems 

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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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Tarun Suri

Senior Director, Clinical Implementation
OneCity Health Services and NYC Health + Hospitals

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Paul Jaglowski

Co-Founder & Chief Executive Officer
Feedtrail

Clifford Goldsmith

Chief Medical Officer
Microsoft

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


Afternoon Tracks


Track A: Design Thinking & Innovation

3:45 pm - 4:05 pm Chairperson’s Opening Remarks
To learn how you can chair Track A, contact Marc Ruppenstein at Marc.ruppenstein@wbresearch.com or (646) 200-7542

Track A: Design Thinking & Innovation

4:15 pm - 4:25 pm Case Study: Disrupting The Lean Movement
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

Track A: Design Thinking & Innovation

4:25 pm - 5:00 pm Deep-Dive: Patient And Family Engagement In Redesign Of MyHealth (Patient Portal)
Stanford HealthCare’s Design Team will share innovative tools on how to partner with patients and families to help drive meaningful change within the digital tool, MyHealth. MyHealth is an online resource that provides patients with instant and secure access to their health information.
 
In this session, you’ll hear directly from the designers, patients, and family representatives on how they are transforming the digital health patient experience. The team will discuss their design process, challenges and share insights on forming patient relationships. We’ll also hear from a patient on what it’s like seeing their feedback come to life in digital form. We’ll examine participants needs and explore solutions through design thinking methods and techniques, including patient story telling.

The power of digital tools in engaging patients and caregivers in their own health care through participatory medicine will also be a focus of this workshop. Empathy is not limited to one facet of a patient’s healthcare experience. If we can improve the digital tools they work with, then we extend our quality of care and compassion for them and their families and ultimately improve outcomes to make their lives easier.

Participants will walk away feeling confident in using design thinking techniques and engaging patients and families, while being ready to apply these techniques to their areas of focus, whether clinical care, research, or education. 

Track A: Design Thinking & Innovation

5:00 pm - 5:20 pm Experience As Intervention: Designing For Behavior Change
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

Track B: Provider Engagement & Physician Partnerships

3:45 pm - 4:05 pm Chairperson’s Opening Remarks
To learn how you can chair Track B, contact Marc Ruppenstein at Marc.ruppenstein@wbresearch.com or (646) 200-7542

Track B: Provider Engagement & Physician Partnerships

4:05 pm - 4:15 pm Panel: Changing The Conversation Around Physician Engagement To Prevent Burnout

Track B: Provider Engagement & Physician Partnerships

4:15 pm - 4:25 pm Case Study: Partnering With The Provider

Track B: Provider Engagement & Physician Partnerships

4:25 pm - 5:00 pm Deep-Dive: Re-Think A Concierge…Hire An Ambassador!
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.

Track B: Provider Engagement & Physician Partnerships

5:00 pm - 5:20 pm Case Study

Track C: The Power Of Story & PFAC Engagement

3:45 pm - 4:05 pm Chairperson’s Opening Remarks
To learn how you can chair Track C, contact Marc Ruppenstein at Marc.ruppenstein@wbresearch.com or (646) 200-7542

Track C: The Power Of Story & PFAC Engagement

4:05 pm - 4:15 pm Panel: Incorating PFAC Feedback Into Patient Experience Program

Track C: The Power Of Story & PFAC Engagement

4:15 pm - 4:25 pm Storytelling: Once Upon A Time There Was A Mental Health Professional
The Resnick Neuropsychiatry PFAC at UCLA created an storytelling program where family members and patients presented personal experiences and provided communication solutions to departments throughout the hospital. The purpose of the storytelling program was for health care providers to:

  • Gain a greater acceptance into the thoughts, feelings, objectives and especially expectations of patients and families
  • Walk away with specific tasks to perform their jobs more effectively and ultimately improve outcomes
  • Acquire skills to better interact with family members
  • Improve communication with family members that will enable at-home caregivers to be more effective providers at home

Track C: The Power Of Story & PFAC Engagement

4:25 pm - 5:00 pm Deep-Dive: The Power Of Story
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

Track C: The Power Of Story & PFAC Engagement

5:00 pm - 5:20 pm Engaging And Operationalizing Your Patient Advisory Council
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
Limited availability. To reserve your spot, email Charleen.ring@wbresearch.com

Catalina Ballroom Workshops

3:45 pm - 4:40 pm Mayo Clinic World Café Interactive Exercise | Nursing Engagement: Creating A Valuable Patient Experience
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 

Catalina Ballroom Workshops

4:40 pm - 5:20 pm Workshop: Integration Of In-Person Education Around Relationship-Centered Communication
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.
These roundtables will meet on the Terrace for an intimate, candid conversation about the following topics:

Takeaway Terrace Meet-Ups

3:45 pm - 5:20 pm Increasing Diversity In Patient And Family Advisor Programs
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

5:20 pm - 6:20 pm Wine Around The World Reception

Kick –off NGPX the right way with a wine tasting around the world in the Exhibit Hall!

6:20 pm - 6:20 pm Conclusion Of Day One