patient experience symposium
2024
Pocket
Presentations
This interactive session enables learning and conversations with colleagues via a new and unique format. Topics range widely and highlight the symposium themes. Format Description: Audience members visit three “pockets,” rotating every 15 minutes. A presenter is stationed in each “pocket” of the room to offer a concise presentation ( 5 minutes). Audience members are invited to engage in post-presentation discussions (10 minutes).
Speaker Lineup
“Redefining Quality & Value: Evolving an Outcomes Based Experience Model”
Rachel Biblow
Journal of Patient Experience
“Extending reach and increasing patient engagement through high-tech high-touch technology”
Ashley Bloodgood, BSN
Stamford Hospital
“Enhancing Colleague Experience: A Fundamental Pathway to Improved Patient Outcomes”
Rebecca Dillard
Your Health
“Extended reality in serious illness communication research: an experimental feasibility study”
Danielle Blanch-Hartigan
Bentley University
“Quantifying the relationship between provider well-being and patient experience using machine learning and EHR/HR data”
Sisi Hu
Harvard Law School
“Rise to Health Coalition’s Individual Practitioners Peer Affinity Groups”
Institute for Healthcare Improvement
“Key Success Factors of Patient & Family Advisory Councils: A Qualitative Study”
Barbara Lewis, PhD(c)
Joan’s Family Bill of Rights, UNLV School of Public Health
“Make Framework: Prioritizing Aspects of Care that Matters to Patients”
Velma Payne, PhD
Idaho State University
“Rapidly Improving Patient Experience Outcomes Across a Large, Geographically Dispersed Medical Practice Group”
Shantae Prince
Emory Healthcare Physician Division
“Equitable Care: Patients’ Preferences on Provider and Environment Factors that Matter Most”
Shalini Raichur
AHIP
“Relationship-Centered Communication: Clinicians Seeking Improvement at Lehigh Valley Health Network”
University of South Florida Health
“Building Relationships through Intentional Communication”
UK HealthCare, Office of Patient Experience
“Harnessing Archive EHR Data to Develop Predictive Machine Learning Algorithms for Patient Insights”
Legacy Data Access
Speaker Bios
| Session 1: 2:00 – 3:00 P EDT, Tues Sept 17, 2024 |
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| Ashley Jackson is a Project Director at the Institute for Healthcare Improvement (IHI) working on multiple population health and equity initiatives. She currently leads the Healthcare Organization and Individual Practitioners pillars for the Rise to Health Coalition. She started her career working for a health system in Delaware on a variety of community and quality-based initiatives. As a community educator she designed and led health education programming across high schools and organizations throughout the state. Ashley was also part of a team working with prenatal and postpartum women to promote the wellbeing of mother and baby from conception to birth. Ashley was introduced to quality improvement while leading her hospital as a participant of the Best Fed Beginnings initiative, a national quality improvement initiative to increase breastfeeding rates and Baby-Friendly designated hospitals. This experience led her to designing and facilitating Learning Collaboratives for organizations in Massachusetts, implementing Community Health Worker-led Asthma Home Visit programs, to better support high-risk pediatric patients. Ashley led a team of quality improvement specialists in North Carolina to provide technical assistance to healthcare organizations implementing best practices for teen sexual and reproductive healthcare. Ashley is passionate about weaving quality improvement and health equity efforts into organizations. |
| Braydon McCormick is a seasoned strategist with over 20 years of experience in building and scaling tech-enabled companies. As the Head of Innovation and Strategy at Legacy Data Access (LDA), he has been instrumental in rebuilding the market position for Legacy Data Access and developing new models for valuing and using historical healthcare data. At Aclara, Braydon co-invented a patented anti-microbial multilayer fabric media (US Patent 11,975,221), showcasing his commitment to developing impactful real-world solutions. Under his leadership at Intempio, company revenue grew 150% in two years. As CEO and Co-Founder of rVibe, Braydon led the company to 900% revenue growth by crafting disruptive training solutions for the global Pharma industry. His expertise spans data management, HCP engagement, technology strategy, intellectual property, manufacturing, and sales & marketing. |
| Lyndsay Smith is a Patient Experience Manager at UK HealthCare and a trained facilitator and coach for relationship-centered communication skills. Lyndsay is the current program manager for the UK HealthCare BRIC Academy. Lyndsay supports the Ambulatory clinics and Outpatient Services areas such as lab, x-ray, and infusion with all patient experience needs. She also supports patient experience initiatives related to clinician star ratings and comments. Lyndsay has been with UK HealthCare since 2017 and was previously with UofL Physicians as a Practice Manager for pediatric specialty clinics. Lyndsay has been in the healthcare field since 2009, learning every position in the clinic setting, and is able to form strong relationships with staff, teams, leaders, and physicians to focus on patient-centered care. |
| Rachel Biblow, Associate Editor, Journal of Patient Experience, focuses on partnering with health and care organizations to improve health and business outcomes. In her role, she partners with executive leaders and organizations to create clarity around strategic imperatives and intentional process design to achieve transformational outcomes. She previously served as the Chief Experience Officer JenCare, where she leveraged her experiences as a Partner & Senior Vice President at Press Ganey to create meaningful results across safety, quality, workforce engagement and patient experience. Prior to Press Ganey, Rachel served at the Children’s Hospital of Philadelphia, leading the strategy and implementation of an enterprise-wide initiative to improve patient and family experience. This collaborative work intentionally shaped the culture to accelerate system and process improvements with tangible performance results across safety, access, care coordination, physician and family engagement, facility design and navigation. Rachel is widely recognized for her work advancing patient and family partnerships with health systems to drive value and quality outcomes. She is a founding leader of the National Pediatric Experience Collaborative formed in 2016. She is an international speaker on Experience, Culture, Patient & Family-Centered Care, Leadership Development, Organizational Dynamics and Change. |
| Tom Tull, MBA, FACHE, CPXP, VP and Chief Experience Officer, for Ballad Health, has over 30 years in healthcare. Tom provides administrative and leadership support across the integrated health system and oversees the engagement and experience activities for patients/families, team members, and physicians. Tom has been a member of the Board of Examiners for the Malcolm Baldrige National Quality Award and the Tennessee Center for Performance Excellence and served as an examiner trainer for the Tennessee Center for Performance Excellence and the State of Virginia Quality Award. He is a member of the Leaders Board for Service Excellence and a part‐time faculty member at East Tennessee State University. Tom earned a BS in communications from the University of Tennessee and a Master’s in business administration from East Tennessee State University. Tull is a fellow of the Advisory Board, a Fellow of the American College of Healthcare Executives, a certified Patient Experience Professional, and a certified Crucial Conversations and Crucial Accountability Trainer. Tull has been recognized nationally by Becker’s Healthcare as a top CXO to watch. |
| Dr. Velma L. Payne is Director of Health Informatics and Assistant Professor at Idaho State University. As one who has expertise in Biomedical and Health Informatics, her research focus is the development, implementation, and evaluation of informatics-based solutions designed to enhance the patient experience, patient-provider interaction, diagnostic process, clinical practice, and health outcomes by providing pertinent information that inform and enhance decision-making. She has numerous publications and obtained grants on obtaining patients’ views on ways to enhance healthcare, and the patient experience in particular. Dr. Payne serves on the Editorial Board for the Journal of Patient Experience, obtained certificates in Patient Engagement Leadership and Patient Advocacy, and provides consultation to healthcare organizations on ways to enhance patients’ experiences, specifically during the diagnostic process as they seek a definitive diagnosis for an undiagnosed condition. |
| Dr. Xi (Sisi) Hu is a Co-Founder and the Chief Wellbeing Economist of Atalan, a women-led, mission-oriented startup focused on using machine learning to predict and prevent clinician burnout and turnover. She is also a Fellow of the Center for Labor and a Just Economy at Harvard Law School and Research Economist at the National Bureau of Economic Research, with a research focus on labor issues. She specializes in modeling disruption and risks in labor markets, and is passionate about protecting the wellbeing of workers in the healthcare industry. Dr. Hu received a National Science Foundation grant to study COVID’s impact on healthcare workers. Her expertise is in risk science where her work has received media attention from around the world including the World Economic Forum, Sky News, the UN, among others. |
| Session 2: 3:55 – 4:55 P EDT, Tues Sept 17, 2024 |
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| Ashley Bloodgood is a Nursing Informatics Specialist at Stamford Health. In her 12+ years at Stamford Health, she has worked as an RN in Oncology and Labor and Delivery, and in her current role, focuses on improving the patient experience utilizing various programs and technologies. |
| Stephan Kallus is an Account Executive at Get Well. He is passionate about improving the healthcare journey for all and continuing to expand health access and patient engagement to communities most in need of healthcare services. |
| Barbara Lewis, MBA, PhD(c), launched a three-decade career first as a journalist writing for numerous national publications, such as The Wall Street Journal and, more recently, the Journal of Patient Experience, Modern Healthcare, and BMJ. She worked as an on-camera consumer, health and safety reporter for an ABC television affiliate. After receiving her MBA from the UCLA Anderson School of Management, Barbara set the stage for act two of her career, founding a marketing consulting firm to help businesses grow profitably. Act three of Barbara’s career began when she wrote Joan’s Family Bill of Rights about her sister’s last days in the ICU. Since 2014, she has been researching the patient voice in hospitals, specifically Patient & Family Advisory Councils (PFACs). She is a PhD candidate at the UNLV School of Public Health and the former co-chair of the Beryl Institute’s Global Patient & Family Advisory Board. |
| Danielle Blanch-Hartigan, PhD, MPH, is Executive Director of the Center for Health and Business and an Associate Professor at Bentley University. Her interdisciplinary research in psychology and public health aims to improve the patient experience and foster patient-centered care through better communication. Dr. Blanch-Hartigan has a PhD in social psychology from Northeastern University and has published over 80 articles in peer-reviewed journals across psychology, health communication, and medicine. |
| Ms. Thompson Chavez, is Administrator of Operational Excellence at Lehigh Valley Physician Group (LVPG) and Director of Relationship Centered Communication at Lehigh Valley Health Network. Her passion for re-designing the healthcare system to be patient-centric stems from her role as a full-time caregiver for her ventilator-dependent sister with complex medical needs. She holds a Master of Science in Health Leadership from Cedar Crest College. |
| Rebecca Dillard, VP of Organizational Engagement at Your Health, has over 25 years of healthcare experience. She is a former Nursing Home and ALF administrator and has worked for one of the largest insurance companies in the country. She graduated from Clemson University with a degree in finance and is also a certified dietary manager. |
| Shalini Raichur, MPH, CPH, is the Senior Policy Analyst for Health Equity at AHIP, working to advance health equity within the industry by promoting policy levers to eliminate health disparities. She previously worked at NORC at the University of Chicago and the National Birth Equity Collaborative, advocating for maternal health equity. Shalini received her Master of Public Health degree from George Washington University. |
| Shantae Prince is a visionary healthcare leader with 15 years of experience, serving as a senior consultant, director, and multi-site administrator. She has led business transformations in organizations like Emory University and Mount Sinai School of Medicine. Shantae is currently working toward completing her Doctoral degree with a concentration in Strategy and Innovation and earned the United States Presidential Volunteer Award for her service. |
