NGPX 2024
December 02 - 04, 2024
Westin Rancho Mirage, Palm Springs, CA
Day Two: Wednesday, November 28 | High Yield Touchpoints To Enhance Employee Engagement And The Staff Experience
7:15 am - 8:00 am
Registration And Networking Breakfast
8:00 am - 8:10 am
Welcome Remarks
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
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.
8:45 am - 9:05 am
Five Things We’ve Learned About Provider 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
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
9:25 am - 9:55 am
Panel: Defining A Standard For Patient Experience
Thomas G. Howell MD -
Medical Director for Patient Experience, Con-OB GYN,,
Mayo Clinic Health System
Stephen Meth -
Chief Experience Officer,
Prime Healthcare
Herb Quinde -
Corporate Development Advisor,
Mazik Global
9:55 am - 10:35 am
Networking And Refreshment Break In The Solutions Zone
10:35 am - 10:55 am
Influence Factors On Patient Experience
Ralph Wiegner -
Head of Patient Experience & Marketing Strategy,
Siemens Healthineers
Jason Wolf -
President,
The Beryl Institute
Patient and family engagement, the diagnostic experience, clinical outcomes, leadership and culture, operational processes, human interaction, and human-centered design all impact the way people experience healthcare. This has been shown in various studies.
Ultimately, how important are these factors in achieving the clinical, operational, and financial outcomes that health systems strive for?
- Introduction of influence factor study framework (>1,000 PX professionals and >200 high
performing PX institutions participated)
- Discussion of influence factor study results (e.g., what are the top 5 / bottom 5 influence
factors, key facts for high-performing PX institutions)
10:55 am - 11:15 am
Enhancing The Patient Experience Through The Lens Of Diversity And Inclusion
Pamela Abner -
Vice President & Chief Administrative Officer, Office for Diversity & Inclusion,
Mount Sinai Health System
Erica Rubinstein -
Vice President, Patient Experience,
Mount Sinai Health System
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.
Pamela Abner
Vice President & Chief Administrative Officer, Office for Diversity & InclusionMount Sinai Health System
11:15 am - 11:35 am
Putting The Patient Back In “Patient Experience”
John Barto -
Healthcare Evangelist,
Microsoft
Every interaction with a member or patient, no matter how large or small, is an opportunity to create brand value. During this session we will explore how modern technologies such as social computing, cognitive computing, and machine learning can completely change the way we collect and harness patient experience data. We will consider how to develop previously inaccessible insights to create consumer-oriented experiences like we enjoy in other industries, such as travel and retail, within healthcare. This session is brought to you by 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
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
Brian Carlson
Director, Patient Access and Experience/Associate Hospital DirectorVanderbilt University Medical Center
12:15 pm - 1:15 pm
Lunch
Track A: Touchpoints To Improve The Patient Journey
1:15 pm - 1:35 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 HealthPatient 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
1:35 pm - 1:55 pm Case Study: New Approaches To Engaging Patients More Effectively
Lee Ann Hickey - Senior Director, Healthcare and Patient Experience Strategy, Aspect Nicolle Marinec - Associate Managing Director, Center for Managing Chronic Disease, University of Michigan School of Public Health and VA Ann ArborThe 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.
Nicolle Marinec
Associate Managing Director, Center for Managing Chronic DiseaseUniversity of Michigan School of Public Health and VA Ann Arbor
2:05 pm - 2:35 pm Patient and Family Collaboration with Design on the MyHealth Patient Portal
Mary Song - Manager, Patient & Family Partner Program and Volunteer Resources, Stanford Health Care Bev Anderson - Patient & Family Partner, Stanford Health Care Isaac Villaneuva - Manager, MyHealth Design Team, Stanford Health CareStanford Health Care’s Design Team will share innovative tools and processes that facilitate the continuing design of MyHealth, their digital patient portal. Ongoing partnership with patients and family members has enabled MyHealth to accurately reflect patient needs for instant, intuitive and secure access to personal health information and personalized educational materials. In this session, you’ll hear directly from the UI UX Designer and a family member on how this partnership is transforming the digital health experience of Stanford Health Care’s patients.
Mary Song
Manager, Patient & Family Partner Program and Volunteer ResourcesStanford Health Care
Bev Anderson
Patient & Family PartnerStanford Health Care
2:35 pm - 2:55 pm Best Practices On Patient Experience
Ralph Wiegner - Head of Patient Experience & Marketing Strategy, Siemens Healthineers Patrick Langecker - Thought Leadership Manager for Improving Patient Experience, Siemens HealthineersHow to best engage patients and families, optimize the diagnostic experience, deliver
outcomes that matter to patients, and sustain patient loyalty? Join an interactive
presentation on best-practice interventions to improve the patient experience.
- Introduce Patient Experience framework
- Present examples of best-practice interventions to improve the patient experience
from high-performing health systems
- Discuss examples from the audience and introduce the best-practice library
Patrick Langecker
Thought Leadership Manager for Improving Patient ExperienceSiemens Healthineers
Track B: Predictive Analytics, Data & Technology For Improved Experience
1:15 pm - 1:25 pm Opening Remarks By The Track Chair
Duff Anderson - Co-founder and SVP Sales, iperceptions
1:25 pm - 1:45 pm Leveraging Data For Actionable Changes
Aaron Davis - Chief Experience Officer, UMC HealthShould 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
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 ExperienceUCSF 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.
2:45 pm - 3:05 pm Xperience Innovation Cafe (XIC) Marks The Start
Elizabeth Paskas - Vice President, Experience Innovation and Consumer Services, Hackensack Meridian Health
Elizabeth Paskas
Vice President, Experience Innovation and Consumer ServicesHackensack Meridian Health
Workshop A
1:15 pm - 2:15 pm Workshop: 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…”
Michael Bennick
Medical Director of the Patient Experience Chairman, Patient Experience CouncilYale New Haven Hospital
1:15 pm - 2:50 pm Workshop: Do You Really Need A Nurse To Perform A Post Discharge Phone Call?”: “A Collaborative Approach for an Effective Post discharge Call Program
Lynn Charbonneau MBA, CPXP - Manager, Patient Experience, Tampa General Hospital
Workshop B
1:15 pm - 2:50 pm From Roadblocks to Roadmaps: A Working Session to Get You Unstuck
Shawn Nason - CEO & Transformational Disruptor, The Nason GroupFeeling stuck or frustrated about your patient experience? Join us for an afternoon of consumer-centered design where we’ll work together to get you unstuck and moving in the right direction.
This hands-on experience begins with you receiving a YES kit that will provide the roadmap for your journey. From there, we’ll dig into the power of empathy, show you how to focus your problem using real-world examples, and engage your creative juices to start solving the problem.
Bring your current challenge and be prepared to do more in three hours than you typically get done in three months!
2:55 pm - 3:35 pm
Afternoon Networking And Refreshment Break In The Solutions Zone
3:35 pm - 4:35 pm Tactical Roundtable Discussions
Susannah Rose - Associate Chief Experience Officer, Cleveland Clinic Amy Searls - Executive Director, Office of Patient Experience, University of Colorado Hospital Echo Vogel - Manager, Office of Patient Experience, University of Colorado Health Seth Bokser MD, MPH - Medical Director, Telehealth, UC San Francisco Health Experience Dawn Hucke - Director of Patient Experience, Mayo Clinic Health System Eric Nelson - Senior Advisor, Patient Experience, Mayo Clinic Health System Girk Cakmak - Vice President, US Operations, Medrics Matt Dufilho - Co-Founder / Lead Producer, Always CultureTACTICAL 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!
Choose two:
#1 Utilizing The Power Of Video To Drive Employee Engagement And The Patient Experience
Matt Dufilho, Co-Founder / Lead Producer, Always Culture
#2 The Role of Technology In Patient Experience
Girk Cakmak, Vice President, US Operations, Medrics
#3 Creating Organizational Empathy: Moving From Individual To System Change
Susannah Rose, Scientific Director of Research, Office of Patient Experience, Cleveland Clinic
#4 Using AI To Improve Appropriateness Of Newborn Sepsis Care and Post Partum Experience
Seth Bokser, Medical Director, Telehealth,UC San Francisco Health
#5 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
#6 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
3:35 pm - 5:05 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.
4:35 pm - 5:55 pm
Case Study: Breakthrough Patient Insight
Kevin Gwin -
Chief Patient Experience Officer,
University of Missouri Health Care
6:00 pm - 6:20 pm
Guest Speaker: There Are No Quick Fixes
Julie Flygare -
President & CEO,
Sleep Project
Julie Flygare, President & CEO, Sleep Project Julie Flygare, JD is a woman living with narcolepsy, the President & CEO of Project Sleep, a non-profit dedicated to sleep health and sleep disorders, and the award-winning author of Wide Awake and Dreaming: A Memoir of Narcolepsy. Julie received her B.A. from Brown University and her J.D. from Boston College Law School focusing on health law. Julie is also the creator of the NARCOLEPSY: NOT ALONE campaign and co-founder of the first-ever scholarship program for students with narcolepsy.
In this presentation, Julie will share key takeaways from her experience living with narcolepsy and becoming an internationally-recognized patient-perspective community leader in her space. Takeaways include:
- Understanding online patient communities
- Leveraging patient-perspective role models
- Expanding who is on the “care team”
