Next Generation Patient Experience 2018

November 27 - 29, 2018

Rancho Bernardo Inn, San Diego, CA

1.888.482.6012

Day Two: Wednesday, November 28 | High Yield Touchpoints To Enhance Employee Engagement And The Staff Experience

6:15 am - 7:15 am Restorative Yoga

7:15 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 Remarks By The Conference Chair

Girk Cakmak - Vice President, US Operations Medrics

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Girk Cakmak

Vice President, US Operations
Medrics

8:25 am - 8:45 am Cutting Edge: Transforming Food From Liability To Asset

Sven Gierlinger - Chief Experience Officer Northwell Health
Northwell Health values food as an integral tenet of the health and well-being of our patients, customers and colleagues.  With innovation at the core of our strategy, we hired a Michelin Star Chef and began the process of enhancing our delivery of high-quality, fresh and healthy food that tastes great.  This presentation will center on the transformational approach to shifting food in healthcare from liability to asset, and share best practices around disrupting the status quo, and amplifying mutually beneficial engagement for patients and staff.

At the end of this presentation, participants should be able to:

  • Describe Northwell Health’s transformational approach to changing food from liability to asset
  • Summarize distinct processes, strategies and best practices that incorporate the “voice” of our patients/customers, build engagement and disrupt the status quo
  • Explain methodologies for implementation, sustainment and measurement.
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Sven Gierlinger

Chief Experience Officer
Northwell Health

8:45 am - 9:05 am Five Things We’ve Learned About Medical Staff Engagement

Mary Cramer - Chief Experience Officer Massachusetts General Hospital
Learn how Massachusetts General Hospital and Physicians Organization is engaging providers in the pursuit of optimizing patient and family experience.

Our discussion will focus on specific strategies to engage providers - from the bench to the bedside - including the following:

  • Why bother?  Does patient experience matter and, if so, what does it have to do with me?
  • How do we measure and report – the numbers and the stories?
  • Now what?  Designing and delivering training offerings that resonate
  • Then what?  It’s time to make some improvements
  • Some lessons we’ve learned along the way 
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Mary Cramer

Chief Experience Officer
Massachusetts General Hospital

9:05 am - 9:25 am The Evolution Of Patient Feedback

Alan Dubovsky - Chief Patient Experience Officer Cedars-Sinai Medical Center
CXO of Cedar-Sinai, Alan Dubovsky, shares insights into how his organization continues to adapt with the changing landscape of patient feedback.

  • Connecting multiple, disparate data sets into a comprehensive patient feedback system
  • Using predictive analytics from patient feedback to deploy resources appropriately
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Alan Dubovsky

Chief Patient Experience Officer
Cedars-Sinai Medical Center

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Julie Becker

Chief Experience Officer
RCCH Healthcare Partners

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Cassandra Crowe-Jackson

VP, Patient Experience
University of Maryland

9:55 am - 10:35 am Networking And Refreshment Break In The Solutions Zone

11:15 am - 11:35 am Harnessing the Power of Consumer Engagement to Deliver a New Model of Health Care for Patients and Staff; The Emergence of High Performance Virtual Digital Care

Anjali Kataria - Chief Executive Officer Mytonomy
Anjali Kataria, CEO and Co-Founder of Mytonomy will take us through a journey of patient education, engagement and experience sharing the disruption that is coming from consumer tech giants such as Google, Amazon and Apple. 
 
This session will highlight failures in the current healthcare model, and the opportunity to transform patient and staff experience at the frontlines through designed education, by harnessing consumer trends and practices into a new Virtual Digital Healthcare model and to ultimately deliver a more human experience.
 
Short case examples from Mayo Clinic, Duke, MedStar Health, Columbia University Medical Center and Onduo (Google’s Virtual Diabetes Care Clinic) will be shared that illustrate how leveraging a new virtual digital model can deliver better performance at the new frontline. 
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Anjali Kataria

Chief Executive Officer
Mytonomy

 Hear how this very critical partnership has worked to impact change throughout the organization!

With PX as a strategic priority, Mount Sinai Health System leadership has worked to purposefully integrate Diversity and Inclusion in their transformational work with Patient Experience across their hospitals and ambulatory sites.  Their commitment to diversity and inclusion has been instrumental in helping to develop the learning experience that the entire health system (40,000 employees and counting) will participate in over the next 12-18 months.  Hear about some of the ways that they have incorporated this perspective in an effort to transform and improve the way they care for each other as well as for their patients.  
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Pamela Abner

Vice President & Chief Administrative Officer, Office for Diversity & Inclusion
Mount Sinai Health System

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Erica Rubinstein

Vice President, Patient Experience
Mount Sinai Health System

10:35 am - 10:55 am Microsoft Keynote Topic To Be Announced

Clifford Goldsmith - Chief Medical Officer Microsoft

Clifford Goldsmith

Chief Medical Officer
Microsoft

11:35 am - 11:55 am Case Study: Integrating Family Partnerships And High Reliability To Developing An Experience-Based Culture

Sara Toomey - Medical Director of Patient Experience Boston Children's Hospital
In this session, Sara Toomey, CXO of Boston Children’s,  will identify approaches to integrate family partnerships into the organizational structure and culture and define strategies to extend high reliability to include patients and families. The audience will walk away with a better understanding of how to:

  • Focus on listening to and partnering with patients and families
  • Understand the importance of providing reliable and actionable data
  • Integrate and align experience broadly and extend high reliability framework to experience
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Sara Toomey

Medical Director of Patient Experience
Boston Children's Hospital

11:55 am - 12:15 pm Effective Physician & Administrator Partnership To Impact The Patient Experience At Vanderbilt University Medical Center

Paul Sternberg - Chief Experience Officer Vanderbilt University Medical Center Brian Carlson - Director, Patient Access and Experience/Associate Hospital Director Vanderbilt University Medical Center
CXO, Paul Sternberg and Senior Director of PX at Vanderbilt University Medical Center team up to share how physicians and administrators can successfully partner to improve the patient experience. At end of this session, participants will have a better understanding of:

  • Patient Experience at VUMC
  • How to create an effective physician/administrator team
  • The impact that they can expect at their own organizations 
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Paul Sternberg

Chief Experience Officer
Vanderbilt University Medical Center

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Brian Carlson

Director, Patient Access and Experience/Associate Hospital Director
Vanderbilt University Medical Center

12:15 pm - 1:15 pm Lunch

Track A: Touchpoints To Improve The Patient Journey 

1:15 pm - 1:25 pm Opening Remarks By The Track Chair

To learn how you can chair Track A, contact Marc Ruppenstein at Marc.ruppenstein@wbresearch.com or (646) 200-7542
Track B: Predictive Analytics, Data & Technology For Improved Experience

1:15 pm - 1:25 pm Opening Remarks By The Track Chair

To learn how you can chair Track B, contact Marc Ruppenstein at Marc.ruppenstein@wbresearch.com or (646) 200-7542
Workshop A
  • EDI is a novel technique for promoting healing, connection, and self-expression through imagery created easily on mobile devices.
  • Leading organizations, including Yale New Haven Health, Dana-Farber Cancer Institute, and McLean Hospital have successfully integrated EDI into patient and provider programs.
  • This session will consist of an interactive EDI workshop, and all participants will have opportunities to create and share imagery around the theme of “I do what I do because…”
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Michael Bennick

Medical Director of the Patient Experience Chairman, Patient Experience Council
Yale New Haven Hospital

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Steven Koppel

Founder
The EDI Institute

Workshop B

1:15 pm - 3:05 pm From Roadblocks to Roadmaps: A Working Session to Get You Unstuck

Shawn Nason - CEO & Transformational Disruptor The Nason Group
***Limited Availability***

If you want to experience design, here’s how you’re going to experience it
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Shawn Nason

CEO & Transformational Disruptor
The Nason Group

1:25 pm - 1:45 pm Developing A Patient Experience Program And Sustaining Improvement: Front-Line Staff Lead By Influence Through A Patient Experience Champion Program

Amy Searls - Executive Director, Office of Patient Experience University of Colorado Hospital Echo Vogel - Manager, Office of Patient Experience University of Colorado Health
Patient experience champion programs help healthcare organizations drive patient experience improvement and employee engagement, yet these programs can be challenging to develop and sustain. Where do you start? What barriers will you face? How do you motivate frontline staff to remain committed to the program? UCHealth will answer these questions and unveil how they developed a successful and sustainable patient experience champion program.
 
This session will shed light on the details of adopting a comprehensive patient experience champion program for all types of healthcare organizations. We will discuss how a grassroots champion program compliments your patient experience improvement strategy, motivates staff to lead by influence and improves the care teams provide patients and families. This dynamic presentation and thoughtful discussion will generate actionable insights that you can bring back to your organization.
  • Describe how to develop a robust champion program which engages frontline staff and leaders to drive patient experience improvement
  • Identify tactics to support and motivate patient experience champions
Understand how involving front-line staff in patient experience efforts creates a sustainable grass-roots movement and enhances employee engagement
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Amy Searls

Executive Director, Office of Patient Experience
University of Colorado Hospital

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Echo Vogel

Manager, Office of Patient Experience
University of Colorado Health

1:25 pm - 1:45 pm Leveraging Data For Actionable Changes

Aaron Davis - Chief Experience Officer UMC Health
Should we use patient data and consumer feedback For organizations that understand the importance of actively managing patient loyalty and engagement, the answer is a resounding “Yes!” Furthermore, recent research confirms that the alternative—assuming or basing your approach off of historical data - can damage the health system’s brand by conveying information to staff and consumers that is neither valid nor reliable. This presentation will provide three unique ways to apply data to improve the patient experience (i.e. Discharge Phone Calls, Nurse-to-patient attribution, and patient rounds).
 
·          If you don’t measure it, it will be more difficult to improve
·          Data collection and analytics should lead to strategic action
·           Don’t collect data just for the sake of collecting data
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Aaron Davis

Chief Experience Officer
UMC Health

1:15 pm - 2:35 pm Workshop (Continued): Expressive Digital Imagery (EDI): Achieving The Next Generation Patient Experience

Michael Bennick - Medical Director of the Patient Experience Chairman, Patient Experience Council Yale New Haven Hospital Steven Koppel - Founder The EDI Institute
  • EDI is a novel technique for promoting healing, connection, and self-expression through imagery created easily on mobile devices.
  • Leading organizations, including Yale New Haven Health, Dana-Farber Cancer Institute, and McLean Hospital have successfully integrated EDI into patient and provider programs.
  • This session will consist of an interactive EDI workshop, and all participants will have opportunities to create and share imagery around the theme of “I do what I do because…”
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Michael Bennick

Medical Director of the Patient Experience Chairman, Patient Experience Council
Yale New Haven Hospital

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Steven Koppel

Founder
The EDI Institute

1:15 pm - 3:05 pm From Roadblocks to Roadmaps: A Working Session to Get You Unstuck

Shawn Nason - CEO & Transformational Disruptor The Nason Group
***Limited Availability***

If you want to experience design, here’s how you’re going to experience it!
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Shawn Nason

CEO & Transformational Disruptor
The Nason Group

The University of Michigan (Michigan Medicine) joins Aspect to discuss how they leverage Aspect® Patient Engagement™ to help drive better outcomes for patients struggling with chronic diseases. Michigan Medicine will share the business challenges faced and the use of Aspect® Patient Engagement™ for patient survey and communications management, as well as how this platform is being utilized in broader efforts internationally.
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Lee Ann Hickey

Senior Director, Healthcare and Patient Experience Strategy
Aspect

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Nicolle Marinec

Associate Managing Director, Center for Managing Chronic Disease
University of Michigan School of Public Health and VA Ann Arbor

1:45 pm - 2:05 pm Using AI to Improve Appropriateness of Newborn Sepsis Care and Post Partum Experience

Seth Bokser MD, MPH - Medical Director, Telehealth UC San Francisco Health Experience
UCSF Benioff Children's Hospital implemented an algorithm in the electronic health record to enable precision care of newborns at risk for sepsis.  By applying augmented intelligence at the point of care, we can improve quality and patient experience.  

  • How EHR data analytics can enable large population studies that provide new insights
  • Outline the spectrum of artificial intelligence and machine learning.  
  • The results of applying augmented intelligence at the point of care.   
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Seth Bokser MD, MPH

Medical Director, Telehealth
UC San Francisco Health Experience

1:15 pm - 2:35 pm Workshop (Continued): Expressive Digital Imagery (EDI): Achieving The Next Generation Patient Experience

  • EDI is a novel technique for promoting healing, connection, and self-expression through imagery created easily on mobile devices.
  • Leading organizations, including Yale New Haven Health, Dana-Farber Cancer Institute, and McLean Hospital have successfully integrated EDI into patient and provider programs.
  • This session will consist of an interactive EDI workshop, and all participants will have opportunities to create and share imagery around the theme of “I do what I do because…”

1:15 pm - 3:05 pm Design Sprint Workshop (Continued)

***Limited Availability***

If you want to experience design, here’s how you’re going to experience it!

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Mary Song

Manager, Patient & Family Partner Program and Volunteer Resources
Stanford Health Care

Bev Anderson

Patient & Family Partner
Stanford Health Care

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Isaac Villaneuva

Manager, MyHealth Design Team
Stanford Health Care

1:15 pm - 2:35 pm Workshop (Continued): Expressive Digital Imagery (EDI): Achieving The Next Generation Patient Experience

  • EDI is a novel technique for promoting healing, connection, and self-expression through imagery created easily on mobile devices.
  • Leading organizations, including Yale New Haven Health, Dana-Farber Cancer Institute, and McLean Hospital have successfully integrated EDI into patient and provider programs.
  • This session will consist of an interactive EDI workshop, and all participants will have opportunities to create and share imagery around the theme of “I do what I do because…”

1:15 pm - 3:05 pm Design Sprint Workshop (Continued)

***Limited Availability***

If you want to experience design, here’s how you’re going to experience it!

2:35 pm - 2:45 pm Innovation Spotlight

2:35 pm - 2:45 pm Innovation Spotlight

2:35 pm - 3:05 pm Workshop

1:15 pm - 3:05 pm Design Sprint Workshop (Continued)

***Limited Availability***

If you want to experience design, here’s how you’re going to experience it!
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Ralph Wiegner

Head of Patient Experience & Marketing Strategy
Siemens Healthineers

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Elizabeth Paskas

Vice President, Experience Innovation and Consumer Services
Hackensack Meridian Health

2:35 pm - 3:05 pm Workshop (Continued)

1:15 pm - 3:05 pm Design Sprint Workshop (Continued)

***Limited Availability***

If you want to experience design, here’s how you’re going to experience it!

3:05 pm - 3:45 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. Each table focuses on a different topic, led by an expert moderator.

These conversations are  as candid  as you’ll get 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 organization.
 
Choose two:

#1 CREATING ORGANIZATIONAL EMPATHY: MOVING FROM INDIVIDUAL TO SYSTEM CHANGE
Susannah Rose, Scientific Director of Research, Office of Patient Experience, Cleveland Clinic
 
#2 Using AI to Improve Appropriateness of Newborn Sepsis Care and Post Partum ExpeCience
Seth Bokser, Medical Director,
Telehealth,UC San Francisco Health 
 
#3 How to Start a PX Program from Scratch or Do you Need a PX Refresh?

Amy D. Searls , Executive Director, Office of Patient Experience , University of Colorado Hospital
Echo Vogel, Manager, Officer of Patient Experience, University of Colorado Health

#4 Patient Experience Engagement Tool:  How Mayo Clinic Patient Experience began identifying and leveraging Practice engagement levels to strategize effort and measure outcomes

Dawn Hucke, Director, Patient Experience, Mayo Clinic Health System
Eric Nelson, Senior Advisor, Patient Experience, Mayo ClinicHealth System
 


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Susannah Rose

Scientific Director of Research, Office of Patient Experience
Cleveland Clinic

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Amy Searls

Executive Director, Office of Patient Experience
University of Colorado Hospital

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Echo Vogel

Manager, Office of Patient Experience
University of Colorado Health

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Seth Bokser MD, MPH

Medical Director, Telehealth
UC San Francisco Health Experience

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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

3:45 pm - 4:45 pm Invite Only CXO Think Tank

Adrienne Boissy - Chief Experience Officer Cleveland Clinic
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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Adrienne Boissy

Chief Experience Officer
Cleveland Clinic

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Ralph Wiegner

Head of Patient Experience & Marketing Strategy
Siemens Healthineers

5:05 pm - 6:05 pm Case Study: Breakthrough Patient Insight

Kevin Gwin - Chief Patient Experience Officer University of Missouri Health Care
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Kevin Gwin

Chief Patient Experience Officer
University of Missouri Health Care

5:05 pm - 6:05 pm NGPX Carnival Reception

6:05 pm - 6:05 pm Conclusion Of Day Two