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 (Health & Wellness Sponsor)

7:15 am - 8:00 am Registration And Networking Breakfast

7:15 am - 8:00 am Private Breakfast Workshop

8:00 am - 8:10 am Welcome Remarks

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

To learn how you can chair Day 2, contact Marc Ruppenstein at Marc.ruppenstein@wbresearch.com or (646) 200-7542

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

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.

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

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 

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

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

9:25 am - 9:55 am Panel: Defining A Standard For Patient Experience

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

10:35 am - 10:55 am Microsoft Keynote

10:55 am - 11:15 am Enhancing The Patient Experience Through The Lens Of Diversity And Inclusion

 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.  

11:15 am - 11:35 am The Front Line Staff Experience

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

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

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

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

1:15 pm - 2:35 pm Workshop: 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…”
Workshop B

1:15 pm - 3:05 pm Design Sprint Workshop

***Limited Availability***

If you want to experience design, here’s how you’re going to experience it
1

1:25 pm - 1:45 pm How To Start A PX Program From Scratch Or Do You Need A PX Refresh?

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

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!

1:45 pm - 2:05 pm Leveraging Technology To Generate Better Outcomes

1:45 pm - 2:05 pm Using AI To Improve Appropriateness Of Newborn Sepsis Care And Post-Partum 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.   

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!

2:05 pm - 2:35 pm Laboratory Science-Making It A Human Experience, Inside And Out

  • 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

2:05 pm - 2:35 pm Beyond The Diagnosis

Often times we get so caught up in the patient’s diagnosis that we miss great opportunities to provide an excellent patient experience.  Tasks in diagnosing and treating a diagnosis become so routine for caregivers that the patient’s understanding and comfort levels with such tasks can often be overlooked.   This presentation will cover:

  • Using AIDET to develop trust early in the patient
  • Caregiver interaction, getting to know a few of the patient’s key likes & dislikes to help establish a longer-term relationship
  • Involving the patient & family in medical decisions.

It is these three key points that help drive a positive patient experience.  These points also show how to build and maintain a positive relationship with patients and family members.   Using the experience and outcome of my late sister, I will be using my late sister’s experiences and end outcome to will show how these points are applied to real life situations.  Regardless of the overall health outcome, there can still be a positive experience between the caregiver and the patient / family

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!

2:45 pm - 3:05 pm Keynote Topic TBD

2:45 pm - 3:05 pm Case Study: Experience Innovation Café

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

3:45 pm - 4:45 pm Tactical 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. 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 Open Topic

#2 Open Topic

#3 Open Topic

#4 Open Topic

#5 Open Topic

#6 Open Topic

#7 Open Topic

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

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.

4:45 pm - 5:05 pm Keynote

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

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

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