NGPX 2024
December 02 - 04, 2024
Westin Rancho Mirage, Palm Springs, CA
Day 3: Voice of The Patient
Thursday, December 5, 2019
8:15 am - 9:00 am
Registration And Networking Breakfast
9:00 am - 9:05 am
Welcome Remarks
Charleen Ring -
Event Director,
Next Generation Patient Experience
9:05 am - 9:15 am
Chairperson’s Opening Remarks
Shawn Nason -
Founder, CEO & Chief Ecosystem Disruptor,
The Nason Group
9:15 am - 9:35 am
Opening Keynote: Using the Power of Story-Telling to Impact Culture
Manuel Rodriguez -
Chief Marketing and Experience Officer,
UC Health
9:35 am - 9:55 am
Keynote: Cost of Care and The Patient Experience
Rebekah Angove PhD -
Vice President, Patient Experience and Program Evaluation,
Patient Advocate Foundation
In 2018, The Patient Advocate Foundation served over 150 thousand patients across the U.S. to help eliminate obstacles and ensure access to quality healthcare. Our population represents 584 distinct diagnoses, which includes a large number of Autoimmune Diseases, Cancers, Cardiovascular Conditions, and Rare Diseases. Drawing from our depth of navigation experience and annual quality and survey research, this session will serve to amplify the patient voice and help the provider community better understand the patient perspective on factors related to financial distress and how cost impacts patient experience, treatment decisions, and preferences around communication.
• Participants will learn about patient experiences and preferences related to conversations about cost. Specifically, the reported challenges and limitations to effective communication about cost
• The session will explore providers’ approaches to screening for and addressing financial distress in patients and how those approaches align with patient preferences
• Participants will learn about how cost of care and financial distress permeate the patient journey, and are deeply tied to treatment decision making, care goals, and adherence
Rebekah Angove PhD
Vice President, Patient Experience and Program EvaluationPatient Advocate Foundation
9:55 am - 10:15 am
Panel: The Future of Healthcare and The Digital Experience
Elena Gonzalez -
Assistant Director of Patient Experience,
Stanford Children's Health
Apurva Vora -
Vice President, Client Solutions & Capabilities,
HGS
Hospitals are investing in dig ital technology now more than ever – especially as patients are families are more digitally savvy. During this panel, our group of experts will discuss their must-have digital tools and foresight into the future of digital experience.
• Utilizing patient-facing apps to help linking records, tracking devices, etc.
• Discuss successful roll-outs of digital tools
• Share takes on the future of digital in healthcare
10:25 am - 10:45 am
Patient & Employee Experience in an Intensely Human Culture
Luli Lameran -
Employee & Patient Experience Manager, Employee & Patient Experience Trainer,
Baptist Outpatient Services
Luli Lameran -
Employee & Patient Experience Manager, Employee & Patient Experience Trainer,
Baptist Outpatient Services
10:15 am - 10:45 am
The Morning Buzz Coffee & Networking Break
10:45 am - 11:15 am
Case Study: The Connected Experience, Health Education & Engagement at Stanford Medicine
Cary Kirk -
Director, Health Education Engagement,
Stanford Health Care
Lauren Kazmierski -
Analyst, My Health Business Management,
Stanford Health Care
Melody Lau -
Design & Innovation Leader, Health Education Programs,
Stanford Healthcare
Health Education, Engagement, and Promotion at Stanford Healthcare is responsible for providing personalized educational services, products, and support to patients, families, and caregivers. We help individuals engage in their health, to be the healthiest they can be, through direct support and partnership with clinical care teams and community-based organizations. In this session you will get an understanding of how our team -
· Leverages empathy and human-centered design to drive and define the Connected Experience.
· Implements health education and patient engagement digital solutions to enhance (not replace), and support the interactions between the patient, caregiver and care team.
Incorporates patient and family feedback, and latest research in patient activation, and mindset in the Connected Experience to best engage them in their health, on their terms.
11:15 am - 11:35 am
Case Study: Beyond The Diagnosis
Jon Langford -
Manager, Pulmonary Diagnostic Lab,
Texas Childrens Hospital
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
11:35 am - 11:55 am
Keynote: Optimizing Impact: The Power of Aligned Improvement Initiatives to Elevate the Experience
Dawn Williams -
National Director, Patient Experience,
Planned Parenthood Federation of America
Learn how a national ambulatory healthcare system achieved positive and sustainable outcomes by aligning their patient experience and employee engagement strategy with an effective continuous improvement intervention. Alignment efforts consistently resulted in increased patient access reduced average cycle time, decreased wait times, and improved patients’ perception of teamwork and compassion demonstrated by staff. Employees involved in these efforts reported reduced stress and improved work life balance after investing in this work. The positive impact of this work on staff resiliency created intrinsic motivation for employees at all levels to sustain the process changes and behavioral adaptations introduced through these improvement efforts.
- Understand how to operationalize a broad definition of Patient Experience that aligns safety, quality, and continuous improvement with the experience of care
- Identify opportunities to engage and empower staff throughout the continuous improvement process
- Recognize and address potential barriers to introducing and sustaining positive change
Dawn Williams
National Director, Patient ExperiencePlanned Parenthood Federation of America
11:55 am - 12:25 pm
Keynote: Patient Experience: Beyond Satisfaction Building Loyalty
Swati Mehta -
Director of Quality & Performance Patient Experience,
Vituity
In this brief 20 minute breakout the audience will learn:
- 5 essential ingredients all HealthCare Executives must hardwire in order to gain patient (& employee) loyalty
- How two key data sets need to be integrated to truly filter signal from noise
- Importance of creating a positive memory in our Customers minds & hearts
12:25 pm - 12:35 pm
Keynote: Millennials as Patients
Peggy Greco, PhD -
Medical Director of Patient Experience,
Nemours Children's Health System
Millennials are now the nation’s largest living adult population and have different expectations for their healthcare than previous generations. However, we often forget to consider these expectations in the formation of health care strategy and processes.
Learn how to:
• Identify millennials expectations for health care
• Address these expectations and consider the general impact of this generation’s perspective on your patient experience strategy
• Hear case studies about what works for this age group and why
12:35 pm - 12:45 pm
Guest Speaker: Patient & Staff Experience "NEEDS"
Vandna Mittal -
Director, Digital Health Experience,
Stanford Lucile Packard Children’s Hospital
Everyone of us has a need. If we can meet those needs we often function better, yet, many times our needs are not met
which can make it harder on ourselves in all areas. When it comes to the needs of others, especially in healthcare, we are
good at meeting those needs because it is our job to meet them. But we are all so different and all of us have different needs.
One size doesn't fit all. So how do we support patients with different needs and also meet our own needs in the process?
Weaving music and words together to share this most important aspect to all our lives, both at work and at home, Charlie
offers an entertaining and insightful perspective into NEED based philosophies. "We can open ourselves, our emotions, empathy
and compassion to help in the "patient experience" and also give ourselves what we NEED to makes us happy too."
Vandna Mittal
Director, Digital Health ExperienceStanford Lucile Packard Children’s Hospital
12:45 pm - 1:15 pm
Vision Board Roundtables – Lessons Learned and Takeaways
Saying goodbye is hard, especially after an inspirational three days at NGPX with old and new friends and colleagues alike. We’re hoping this wrap-up will give you the closure needed to package all of your takeaways with a neat little bow to take back to work on Monday morning. These free flow discussions will be your chance to take a deep dive into the specific areas you came to discuss and what the future of patient experience looks like to you. We’ll use markers and poster to create a collaborative vision board.
• Share your one “A-ha!” moment from the conference
• What are two things you heard this week that scare you?
• I wish…