NGPX 2024
December 02 - 04, 2024
Westin Rancho Mirage, Palm Springs, CA
Day 2: Transforming Your Organization’s Culture to Impact Experience in Healthcare
Wednesday, December 4, 2019
7:15 am - 8:15 am
Registration And Networking Breakfast
8:15 am - 8:25 am
Welcome Remarks
Charleen Ring -
Event Director,
Next Generation Patient Experience
8:25 am - 8:35 am
Chairperson’s Opening Remarks
Shawn Nason -
Founder, CEO & Chief Ecosystem Disruptor,
The Nason Group
8:35 am - 8:55 am
Keynote: Transforming & Uniting a Culture for Patient Experience
Pam Guler MHA, FACHE -
Vice President and Chief Experience Officer,
AdventHealth
AdventHealth, a national health system located in 10 states, has been on a cultural journey over the last three years, culminating in the January 2019 rebrand to a new name and a brand promise of Feel Whole. To best prepare to deliver on that promise and truly be a consumer-focused clinical company, the organization has come together under one cultural framework: their mission, vision, values and service standards. During this keynote, Pam Guler will share how the organization brought 20 different ways of thinking about service behaviors to one, and ignited a culture around patient and team member experience for over 60,000 team members.
Objectives:
• Understand the importance of igniting a culture around patient and team member experience
• Learn about the AdventHealth journey to one consistent approach to service
• Explore unique learning methods that capture the heart and engage the team
• Learn about methods to sustain cultural change
8:55 am - 9:15 am
Keynote: Keeping Our Promises
Shannon Connor Philips -
Chief Patient Experience Officer,
Intermountain Healthcare
The people we have the privilege to serve everyday don’t always choose us or even wish to be anywhere near health care. Let’s consider implicit and explicit promises we make and how we show up do deliver on them.
• Describe ‘extraordinary’ experience in healthcare
• Explain why high reliability processes are not enough
• Consider what’s possible in your organization to keep the promises
9:15 am - 9:35 am
Keynote: Taking Strategy to Action: Engaging Physicians in Patient Experience Strategy at Scale
Susannah Rose -
Associate Chief Experience Officer,
Cleveland Clinic
Julie Rish -
Director, Best Practice, Office of Patient Experience,
Cleveland Clinic
Patient Experience initiatives within healthcare settings need to proactively incorporate vision, values, strategy and structure in order to create successful change implementation. Two leaders from the Cleveland Clinic’s Office of Patient Experience will highlight how they have transformed specific vision and values into key strategies aimed at improving patient experience in both employed and private practice groups. They will illustrate specific examples, and will provide actionable and practical recommendations for audience members to take-home to their healthcare settings. Importantly, this will be a dynamic presentation, encouraging audience discussion.
-To identify the four components to successful system change, including using vision, values, strategy and structure.
-To understand how to structure change implementation, using key examples from the Cleveland Clinic.
-To know three key actionable recommendations to use within their own organizations.
9:35 am - 10:15 am
The Morning Buzz Coffee & Networking Break in the Solutions Zone
10:15 am - 10:35 am
Case Study: From Passion to Purpose: Creating Visibility within an Invisible Workforce
Maureen Fagan -
Chief Experience Officer,
University of Miami, Miller School of Medicine
As a results-oriented executive healthcare leader, Maureen Fagan leadd, influences and inspires innovations that promote, encourage and propel the business development and sustainability of Patient and Family Caregiver Engagement. During her presentation, Maureen will share a case study how the PX team at University of Miami teamed up with HR to spark joy in the work place.
- Partnering with HR to create joy in the workplace
- Promoting restorative and rejuvenating employee behaviors
.
10:35 am - 10:55 am
Keynote: Patient Experience & Hospital Flow: Keeping Patients Happy When The House Is Full
Alan Dubovsky -
Chief Patient Experience Officer,
Cedars-Sinai Medical Center
This session will focus on the importance of continued excellence in Patient Experience while running a full hospital. Best practices and innovative ideas will be shared as learned at Cedars-Sinai Medical Center in Los Angeles. Attendees will learn:
• How to have Patient Experience play a key role in hospital flow efforts
• Implementing strategies for improved Patient Experience in busy census weeks/months
• Improving Care Transitions approaches while ensuring patients feel well cared for during discharge
10:55 am - 11:15 am
Keynote: Power of the Patient, Family and Caregivers: Using Their Voices to Lead Delivery System Transformation
Jeanne Roode DNP, RN -
Sr. Director of Clinical Informatics,
Spectrum Health
James Bonner LMSW, MBA -
Sr. Director of Patient Experience,
Spectrum Health
Power of the Patient, Family and Caregivers: Using Their Voices to Lead Delivery System Transformation
James Bonner, LMSW, MBA, Sr. Director of Patient Experience, Spectrum Health
Jeanne Roode, DNP, RN, Sr. Director of Clinical Informatics, Spectrum Health
Healthcare leaders in the aftermath of multiple acquisitions are often faced with the challenge of evolving their model of care to create a seamless integrated delivery system. The patient, family, and caregivers are ideally poised to inform the ideal state characteristics of an integrated delivery system and how will it meet the needs of the communities they serve in the coming decades. By intentionally bringing patients, families and caregivers together at the starting point of large-scale organizational change, the synergy of their collective dialogue produces a powerful vision to guide transformation. An example will be shared from the Spectrum Health experience in evolving their model of care placing the patient at the center of an integrated delivery system that is functioning on a single standardized electronic medical record.
In this session, participants will gain a better understanding of:
• Leveraging patient, family & caregiver visioning teams
• Incorporating patient, family & caregiver vision into delivery system transformation
• Establishing iconic deliverables to keep the vision front & center
11:15 am - 11:35 am
Keynote Not Another Healthcare Billing Horror Story: How to Fix the Financial Experience
Will Reilly -
VP of Consumer and Client Marketing,
VisitPay
Consumers demand a customized experience in all industries, including healthcare. This personalization is expected across the patient journey, from registration to billing. But achieving personalization at scale in the world of medical bills can be tricky. Hear Will share the findings from a new survey of thousands of American healthcare consumers on their needs and attitudes towards healthcare finance and chart a course to a new, compassionate approach that generates loyal patients, not horror stories.
11:35 am - 12:35 pm
PX Leaders Roundtable Discussions
Alex Harris -
Product Marketing Manager,
Luma Health
Lisa Romano RN, MSN -
Chief Nursing Officer/VP Clinical Services,
CipherHealth
Shawn Nason -
Founder, CEO & Chief Ecosystem Disruptor,
The Nason Group
Susan Haufe -
Healthcare Category Leader,
Qualtrics
Tom Laymon -
SVP, Chief of Care Delivery Operations,
Atrium Health
Liz Huggins MS CPXP -
Assistant Vice President,
Atrium Health
Sonya Hudson -
Business Manager, Atrium Health Medical Group Division,
Atrium Health
Joseph Maxwell -
CEO,
Parlance
Tiffany McCauley -
Nurse Executive,
Elsevier
Dan Prince -
VP, Customer Engagement,
SMG
Kalli Hannam -
Sr. Account Manager,
SMG
Kevin Kaldjian -
Director of Ambulatory Operations Improvement,
Keck Medicine of USC
Brian Wynne -
VP & General Manager,
NRC Health
Katiee Quinn -
Senior Account Executive, Healthcare & Hospitality,
Maritz Motivation
Barry Kirk -
VP of Consumer Strategy,
Maritz Motivation
Mary Kay O'Connor -
Founder & CEO,
PatientsVoices
Kalen Stanton -
Managing Director,
Root, Inc.
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 2019 PX strategies. To learn how you can host a roundtable, contact Alicia Upchurch at 646.200.7452 alicia.upchurch@wbresearch.com
Choose two:
#1 Why Patient Experience Starts Outside of Your Four Walls: How to Build a Better Digital Front Door
Alex Harris, Product Marketing Manager, Luma Health
#2 The Impact of Pairing Purposeful Rounding and Patient Outreach: Effective Communication Along the Care Continuum
Lisa Romano RN, MSN, Chief Nursing Officer/VP Clinical Services, CipherHealth
#3 Disrupting Patient Experience in Retail
Shawn Nason, Founder, CEO & Chief Ecosystem Disruptor, The Nason Group
#4 Using Analytics to Drive Meaningful Patient Engagement: Strategies to Enrich the Patient Experience
Tiffany McCauley, MSN, RN, Nurse Executive, Elsevier
#5 The Growth Experience
Tom Laymon, Senior Vice President and Chief of Care Delivery Operations, Atrium Health
Liz Huggins, MS CPXP-Assistant Vice President, Atrium Health
Sonya Hudson, Business Manager, Atrium Health Medical Group Division, Atrium Health
#6 Healthcare Experience Management
Susan Haufe, Chief Experience Officer, Healthcare Practice, Qualtrics
#7 Making Small Changes to Create Outsized PX Impact
Joseph Maxwell, CEO, Parlance
Kevin Kaldjian, Director of Ambulatory Operations Improvement, Keck Medicine of USC
#8 Quantifying the Impact of Customer Loyalty
Brian Wynne, VP & General Manager, NRC Health
#9 The ROI of PX measurement: How to see the impact of your PX program
Dan Prince, VP, Customer Engagement, SMG
Kalli Hannam, Sr. Account Manager, SMG
#10 How a Behavioral Science Framework Can Forge a Bond Between Your Patient and Employee Experiences.
Barry Kirk,VP of Consumer Strategy, Maritz Motivation
Katiee Quinn, Senior Account Executive, Healthcare & Hospitality, Maritz Motivation
#11 An Untapped Resource—Patient Truth About Their Experiences: Use it To Improve Ratings and Reimbursements
Mary Kay O'Connor, Founder | CEO, PatientsVoices
#12 Topic TBA
Kalen Stanton, Managing Director, Root, Inc.
Mary Kay O'Connor
Founder & CEOPatientsVoices
12:35 pm - 1:35 pm
Lunch for All Attendees
12:35 pm - 1:35 pm
Private Lunch Hosted by VisitPay
Track A – PX 101
11:35 am - 11:45 am Chairperson’s Opening Remarks To learn how you can chair Track B, contact Alicia Upchurch at 646.200.7452 or alicia.upchurch@wbresearch.com
(Designed for Small to Mid-Sized Hospitals & Laboratory Level – Culture & Experience)
Track B – The Pediatric Difference Chairperson’s Opening Remarks
11:35 am - 11:45 am Chairperson’s Opening Remarks To learn how you can chair Track B, contact Alicia Upchurch at 646.200.7452 or alicia.upchurch@wbresearch.com
Track C – Driving Service Excellence and Quality Care
11:35 am - 11:45 am Chairperson’s Opening Remarks To learn how you can chair Track B, contact Alicia Upchurch at 646.200.7452 or alicia.upchurch@wbresearch.com
1:45 pm - 2:35 pm
Workshop Intensive Journey Mapping to Create Change
Craig Loundas -
Associate Vice President, Penn Medicine Experience,
Penn Medicine
During this interactive session, or workshop leader will share practices and exercises to help attendees use to improve the patient experience
Journey mapping is the most talked method in today’s world of experience. What’s the process? Where do I begin? What goes into a customer – or should we say patient – journey map? How do I mobilize customer journey mapping within my organization? These are common questions that PX leaders are asking today. Join us in this interactive (hands-on) session as you will learn from a design leader on common methods, digital platforms available, and best practices for mapping the customer journey.
1:45 pm - 2:05 pm
PX: Strategy to Impact through Simplification A Focused approach to Data, Design Thinking and Cultural Values
Vishal Bhalla CPXP, MS, MBA -
VP and Chief Experience Officer (CXO),
Parkland Health & Hospital System
Practical strategies and tactics that helped move Parkland Health & Hospital System PX Scores from the 75th Percentile to the 93rd in University Health Systems and 90th Percentile in the national PG Database.
- Outlining Strategies to focus on a few key data points
- Operationalizing the data
- Leveraging Human Centered Design Thinking along with Lean methodologies
- Reinforcing cultural values to ensure change initiatives are sustained
Vishal Bhalla CPXP, MS, MBA
VP and Chief Experience Officer (CXO)Parkland Health & Hospital System
1:45 pm - 2:05 pm
Deep-Dive Millennials as Parents
Peggy Greco, PhD -
Medical Director of Patient Experience,
Nemours Children's Health System
Over 85% of new parents are millennials and their expectations for their children’s healthcare are different than previous generations, presenting a challenge for pediatric health care providers. During this session, Dr. Greco will discuss:
• Identifying the unique expectations that millennial parents hold in regard to their child’s health care experience
• Understanding and responding to the central role that technology plays for millennial parents in health care delivery
• Addressing expectations of millennial parents in a manner that meets their needs while also optimizing the quality of health care provided
1:45 pm - 2:05 pm
Bringing Hospitality to Healthcare: Creating a Turn-down Service Program to Improve Cleanliness
Courtney Johnson -
Director of Patient Engagement and Experience Strategy, Office of Experience Transformation,
UC San Diego Health
UC San Diego Health recently implemented a Turn-down Service Program designed to improve Cleanliness on inpatient units. In this session, you will learn how the program was implemented, what the results showed and what barriers were faced along the way.
Learners will understand:
· What a Turn-down Service Program is and what are the major components
· How a Turn-down Service Program can improve patient perception of Cleanliness
· The common barriers that are faced with implementing this kind of program
Courtney Johnson
Director of Patient Engagement and Experience Strategy, Office of Experience TransformationUC San Diego Health
1:45 pm - 2:35 pm
Workshop Intensive Journey Mapping to Create Change
Craig Loundas -
Associate Vice President, Penn Medicine Experience,
Penn Medicine
During this interactive session, or workshop leader will share practices and exercises to help attendees use to improve the patient experience
Journey mapping is the most talked method in today’s world of experience. What’s the process? Where do I begin? What goes into a customer – or should we say patient – journey map? How do I mobilize customer journey mapping within my organization? These are common questions that PX leaders are asking today. Join us in this interactive (hands-on) session as you will learn from a design leader on common methods, digital platforms available, and best practices for mapping the customer journey.
2:05 pm - 2:25 pm
Keynote Creating Elite Experiences for Modern Patients: Lessons from the Customer Experience World
Jason Macedonia -
Vice President, Patient Experience,
MaritzCX
When I say flip-phone, what words come to mind? Outdated, old school, clunky, limited, broken*?
While flip phones have gone the way of myelograms, many healthcare organizations attempt to improve their patient experiences by using outdated practices – practices that are considered similar to using a flip phone in today’s super, high-tech world. The healthcare organizations that are ahead of the curve in patient experience, however, recognize the need for a more modern approach. And, they are increasingly turning to other industries to understand how customer experience best practices can be applied within their healthcare organizations.
Join MaritzCX as we explore three, key customer experience practices that can be implemented in your healthcare organization today to amplify your patient experience program.
*And apologies in advance to those who still have flip phones; we know they can get the job done, but there are better ways to do it – and to do more!!
• Identifying your key challenges while overseeing your organization’s PX journey
• Creating and sustaining an “experience culture” from the top down
• Maximizing your resources
2:05 pm - 2:25 pm
Case Study Scaling PX Strategy through Codification of your "Secret Sauce"
Jason Dupuis -
Patient Experience Officer,
PM Pediatrics
In this session, we will explore PM Pediatrics journey to understanding what differentiates their Patient Experience approach (the "secret sauce") and how we can harness that understanding into a robust Patient Experience Certification Program. We will discuss key topics around employee engagement, creating a culture of empowerment, and lessons learned in delivering this mission critical content. Key takeaways include:
• Appreciate the importance of moving from having Core Values to living Core Values and the impact they can have on employee engagement & empowerment.
• Strategies for building PX content that resonates with the interdisciplinary team and is delivered in a way that works for them - no matter the day or time.
• Understand the power of engaging front-line staff in the content development and delivery to better position the program for long-term success.
2:05 pm - 2:25 pm
Keynote: Understanding HCAHPS Beyond the Measure to Drive Quality Care
Elizabeth Paskas -
VP, Human Experience,
Hackensack Meridian Health
Participants will understand the basic components of HCAHPS and learn, on a deeper level, that it’s not really about the numbers.
Participants will hear stories and case studies that further define the HCAHPS domains and bring life into improvement strategies.
• Understanding the basics of HCAHPS and what we are really asking
• Leading improvement through stories of service failures
• Strategic tools to improve how we humanize care
1:45 pm - 2:35 pm
Workshop Intensive Journey Mapping to Create Change
Craig Loundas -
Associate Vice President, Penn Medicine Experience,
Penn Medicine
During this interactive session, or workshop leader will share practices and exercises to help attendees use to improve the patient experience
Journey mapping is the most talked method in today’s world of experience. What’s the process? Where do I begin? What goes into a customer – or should we say patient – journey map? How do I mobilize customer journey mapping within my organization? These are common questions that PX leaders are asking today. Join us in this interactive (hands-on) session as you will learn from a design leader on common methods, digital platforms available, and best practices for mapping the customer journey.
2:25 pm - 2:55 pm
The Experience Economy and its Impact on Patient Perspectives
The Experience Economy and its Impact on Patient Perspectives
Melissa Stewart, Senior Director, Patient Experience, Kingman Regional Medical Center
Discuss how the evolution of economies relates to healthcare and explore how that evolution can reduce patient suffering and improve the patient and family members’ perception of care.
The purpose of this brief talk is to help you:
· Apply the experience economy to healthcare
· Distinguish between customer service and patient experience
· Define our role as leaders in the experience economy
2:25 pm - 2:55 pm
Panel: When the Patient is Not Your Only Customer: Unique Challenges of Pediatric Health Care Settings
Peggy Greco, PhD -
Medical Director of Patient Experience,
Nemours Children's Health System
Christine Cunningham -
Executive Director and Chief Experience Officer,
El Camino Health
Lisa Schiller -
Director, Office of Patient Experience,
Children’s Hospital Los Angeles
In a pediatric setting the patient is rarely – if ever- your only patient. During this discussion, our panel will explore best practices for managing the unique challenges in a pediatric setting, when the patient isn’t your only customer. The panel will cover:
• Handling complicated family interactions with family members as customers
• Staying attuned to the different needs of multiple patients/customers
• Dealing with special circumstances such as parental disagreement, differences of
opinion as to treatment plan, etc.
• Hear case examples and illustrations of what works and how to put it into practice.
2:25 pm - 2:55 pm
Keynote: Optimizing Patient Care with Experience Management
Susan Haufe -
Healthcare Category Leader,
Qualtrics
Vishal Bhalla CPXP, MS, MBA -
VP and Chief Experience Officer (CXO),
Parkland Health & Hospital System
Healthcare organizations looking to improve patient experience programs and patient outcomes need to focus on listening to patients and staff on their terms, investigating moments that matter, and surfacing predictive insights that drive action.
Hear from Qualtrics customer (TBC) and Susan Haufe, Chief Experience Officer, Healthcare Practice, at Qualtrics and learn how to:
● Design a more agile and innovative healthcare experience
● Deliver better outcomes for the business, patients, and staff
● Determine which KPIs you need to measure for success
Vishal Bhalla CPXP, MS, MBA
VP and Chief Experience Officer (CXO)Parkland Health & Hospital System
2:55 pm - 4:15 pm
Mindfulness Workshop
Jaime Pitner -
RN, MSN, MICP, CEN,
Clinical Educator and Mindfulness
Healing Presence – you are a healer, find the inner healing presence within you and learn to use healing words and human energy for the benefit of all those around you.
Zen in the ER – Stories and effective techniques to provide healing, comfort and a rewarding patient experience in the Emergency Department.
The Power of the Spoken Word – using clinical hypnosis communication techniques to enhance healing and positive outcome.
2:55 pm - 3:15 pm
Case Study: From Data to Action, How to Increase Satisfaction of Laboratory Patients
Abdel Abdelhadi -
Laboratory Director,
Franciscan Alliance Health
Often overlooked, the laboratory is an important department in the patient’s experience. A strong patient experience program involves many aspects; employee engagement, patient feedback, and utilizing tools to survey your patient’s encounters with your laboratory department. In this presentation you will learn how a laboratory system of over thirty hospitals with various sizes and many patient service centers developed their own actionable patient experience program and tools by comparing survey results internally, nationally and benchmarking best practices.
2:55 pm - 3:15 pm
Case Study: Enabling Young Patients and Adolescents to Take a More Active Role in Their Care
Elena Gonzalez -
Assistant Director of Patient Experience,
Stanford Children's Health
Taking into account that children are developmentally more passive in their health care, it’s important to help empower your young adult patients to take an active role in their care. During this session, our speaker will touch on:
• Biggest communication barriers when treating adolescents
• Cultivating an environment where providers encourage a culture of active engagement
• Positive outcomes
2:55 pm - 3:15 pm
Case Study: Integration of Safety and Patient Experience to Improve Care
Susan Osborne -
Director, Patient Experience,
Gwinnett Health System
Nicole Lescota -
Director of Women’s Service,
Gwinnett Health System
It’s been more than 1225 days since our last serious safety event has occurred in the Gwinnett Women’s Pavilion. Getting to zero is no easy task, and to stay there is even harder. There is no auto pilot when it comes to creating a culture of safety; it is an ongoing effort on the part of everyone who is involved in the delivery and support of patient care. You will hear how this team changed the culture to make safety a priority.
• Participant will be able to identify three tactics that helped to improve the safety and experience culture
• Learn how Gwinnett rallied front-line staff to drive these integrated cross-domain outcomes through rounding to influence, bedside shift report and a safety coach program.
• Identify tips of using a rounding accelerator tool to help you gather feedback and data to tell the story and show evidence of improvement.
2:55 pm - 4:15 pm
Mindfulness Workshop
Jaime Pitner -
RN, MSN, MICP, CEN,
Clinical Educator and Mindfulness
Healing Presence – you are a healer, find the inner healing presence within you and learn to use healing words and human energy for the benefit of all those around you.
Zen in the ER – Stories and effective techniques to provide healing, comfort and a rewarding patient experience in the Emergency Department.
The Power of the Spoken Word – using clinical hypnosis communication techniques to enhance healing and positive outcome.
3:15 pm - 3:55 pm
Afternoon Networking & Refreshment Break
3:55 pm - 4:15 pm
Keynote: Transparency is Your Key to Success When a Crisis Occurs....
Lynn Charbonneau MBA, CPXP -
Manager, Patient Experience,
Tampa General
On the evening of Friday, November 1st, Tampa General Hospital identified a problem with discoloration of surgical instruments when a surgeon told a patient, "I cannot do this surgery because the instruments are not clean." What we didn't know, is this same surgeon struggled with a similar problem the day before with some of his surgical kits. This caused Tampa General Hospital to completely shutdown the Operating Rooms which affected 1023 patients. This session will discuss what we did to correct the problem, the impact to the patients and the transparency we used to avert what could have been a massive media nightmare.
• Communication to the physicians is your number 1 opportunity for success
• Communication to all team members in a more direct manner including scripts will support what you are trying to accomplish
• Listening to team members who work in the space every day and acting upon their feedback will keep something like this from happening in the future
5:15 pm - 5:35 pm
Case Study: Building Relationships Using Therapeutic Communication
Amy Searls -
Executive Director, Office of Patient Experience,
University of Colorado Hospital
Echo Vogel -
Manager, Office of Patient Experience,
University of Colorado Health
Patient’s healthcare expectations and perceptions have changed drastically over the past few years. We now have to do more than ‘fix’, ‘cure’, and ‘solve’. Patients now want a strong relationship with our healthcare teams that include clear, consistent communication. We often need to gain their trust in us in a few short seconds while also making sure they are safe. See how University of Colorado Hospital developed a ‘Therapeutic Communication’ course to improve Nurse Communication and create a trusting human connection between caregiver and patient, thus improving performance. Attendees will learn:
· Why we decided upon the ‘Therapeutic Communication’ topics for each session
· What we did to reach all staff members, regardless of role
· How we used our results to expand our RN Communication across our System
5:35 pm - 5:55 pm
Case Study The Value Equation: Stanford Health Care’s Optimized Technological Platform, Enhancing Access to Healthcare Across the Globe
Eric Lee G. Escobedo-Wu MS, RN, PHN, CCM -
Director, Clinical Advice Services,
Stanford Health Care
Fouzel Dhebar MPA/HSA, MSc. -
Administrative Director, Navigation Services,
Stanford Health Care
As patients continue to face challenges accessing medical specialists due to geography, financial limitations, and grave health conditions, an online second opinion and medical record review program have become viable options for this vulnerable population. Stanford Health Care has utilized Lean methodologies and principles in the development of standard work, planning, design, and implementation for the development of this programmatic offering. With a projected goal of increasing remote access to care during the initial launch to over 500 patients across the globe, Stanford Health Care has partnered with a third-party vendor, Grand Rounds to solve this ever-growing concern.
Take-aways for the session:
· A centralized point of entry, Clinical Advice services, affords patients and providers the opportunity to ensure complex coordination
· An estimation of 20% of cases will convert to in-person referrals
· The highest volume of requests for online second opinions comes to the Stanford Health Care clinical specialties of Orthopedics, Oncology, and Neurosciences
Eric Lee G. Escobedo-Wu MS, RN, PHN, CCM
Director, Clinical Advice ServicesStanford Health Care
Fouzel Dhebar MPA/HSA, MSc.
Administrative Director, Navigation ServicesStanford Health Care
4:55 pm - 5:25 pm
CXO THINK TANK
Adrienne Boissy -
Chief Experience Officer,
Cleveland Clinic
As the head of your hospital or system’s entire patient experience strategy, it is your responsibility to prioritize PX initiatives and promote a patient-centric value proposition throughout your organization. This is your opportunity to sit down with your fellow CXOs, gain honest feedback, debate strategic ideas and share high-level insights in a closed-door forum.
5:55 pm - 6:55 pm
Day 2 Reception – Par and Bar Under the Stars
Our Day 2 Reception will be taking place at the Hyatt’s LED mini golf course. Enjoy some light bites, wine, beer, conversation, and a little friendly competition.