September 16-18, 2024 |  Boston, MA.

8th Annual Patient Experience Symposium

September 16-18, 2024 |  Boston, MA.

Nurturing Progress: Planting the Seeds of Change for Patient Experience

Cultivating People, Processes and Technology to Evolve Healthcare for All

Proven & Innovative Strategies for Human-Centric Healthcare

Designed to connect, exchange, inspire, educate, and empower healthcare professionals to enact meaningful change within their organizations.

Top 5 Reasons to Attend

1
Communication and Trust: Cultivate empathy and strengthen communication skills to build trust, rapport, and meaningful connections among patients, families, and healthcare teams
2
Equity and Inclusion: Promote health equity and inclusion to enable access, enhance outcomes, and uphold the dignity and rights of all persons in the healthcare ecosystem
3
Team Well-being and Engagement: Prioritize staff and clinician well-being while nurturing team behaviors around communication and coordination to enhance patient experience
4
Technology and Innovation: Harness the power of technology and innovation to streamline processes, improve access to care, and enhance the overall patient experience
5
Value-Based Care and Measurement: Define and measure “value” by focusing on the health and experience outcomes that matter most to patients, while optimizing clinical outcomes, reducing errors, managing costs, and fostering a culture of safety and excellence

Agenda

September 16, 2024
9:15 am – 10:00 am
Proven Premise: Healthy + Engaged Staff = Better Patient Experience

Jeremy Segall, MA, RDT, LCAT, FPCC
System Chief Wellness Officer / NYC Health + Hospitals

Komal Lodaria, MA, FPCC
Senior Director, Care Experience / NYC Health + Hospitals

Segall
Lodaria

The burden and impact of prioritizing engagement and wellness of the workforce are twofold; balancing the ability to care for and needing to be cared for means that when our employees feel supported our patients receive high-quality and safe care. Learn how to adopt an improvement framework to operationalize wellness, employee engagement, and patient experience using unit-level data.

  • Leverage employee wellness and engagement as vehicles to enhance patient experience
  • Design your own human experience (HX) improvement tools
  • Apply the tools, resources, and best practices across the domains of well-being, resilience, safety culture, engagement, diversity, and patient experience to verify the premise of the human experience

 

10:00 am - 10:45 am
Beyond the Walls of Patient Experience

Panel Dicussion

Zeev Neuwirth
Author / Beyond the Walls

Kevan Mabbutt
Chief Marketing, Communications and Consumer Experience Officer / Advocate Health

Joseph Machicote
Chief Diversity Officer / Premier

Neuwirth
Mabbutt
Machicote

Join an enlightening discussion with Chief Experience/Chief Customer Officers who are reshaping patient experience in radically different ways — and for good reason — they come from outside of healthcare — from world-class, customer-obsessed organizations like Disney. Dr. Neuwirth, renowned healthcare executive, author & podcast host, will lead an example-filled dialogue on how these divergent consumer-oriented leaders are thinking; and how they’re catalyzing immediate solutions as well as long-term changes.

Dr. Neuwirth will lead a discussion on how their divergent backgrounds and learnings are bringing novel solutions to bear in their respective healthcare systems. This panel will also discuss some current challenges in employee/patient/consumer experience; the impact of health disparities on patient experience; and the use of digital technologies.  Conference delegates will come away with an understanding of how to deploy immediate real-time, local changes as well as longer-term foundational changes in patient experience.

  • Discover some of the critical challenges senior executives face in employee/patient/healthcare consumer experience
  • Explore divergent perspectives on the patient/consumer experience, with a focus on practical front-line approaches and longer-term enterprise-wide change
  • Understand how state-of-the-art digital technologies are being utilized to advance the healthcare consumer experience
10:45 am – 11:15 am
“Drum it Out” Putting Purpose to Pain

Josh Robinson
Artist in Residence / Thomas Jefferson University

Robinson

Award-winning presenter and percussionist Josh Robinson will deliver an exhilarating, unifying, and interactive presentation called “Drum in, Drum out.” Josh will share some of his personal wayfinding story of how music helped him navigate trauma and loss, and ultimately find his purpose on the planet helping others. Josh will share and demonstrate how he uses drumming in the health space and in the world to build authentic connections, explore improvisation in real-time, increase empathy and communication, and improve both self and group awareness necessary in teamwork and everyone’s role and value in a community setting.

  • Discover team and community building through rhythm
  • Understand how drumming is a tool for stress reduction and wellness
  • Learn to improve improvisation “muscles”
  • Learn to cultivate joy through a shared rhythm
11:15 am – 11:45 am
Facilitated Roundtable Discussions

Laura Cooley, PhD
Editor-in-Chief / The Journal of Patient Experience

As a unique element of the symposium, delegates will engage in interactive roundtable discussions in response to the opening session. A “PX Host” will guide each roundtable group to enable meaningful exchanges. Attendees will form connections, exchange ideas, and share goals for attending the symposium.

11:45 am – 1:00 pm
Luncheon

Terrace Ballroom (Lobby Level)

Sponsorship Opportunity
Contact info@icdevents.com

TRACK A
Empowering Healthcare Access for People with Disabilities: Bridging Gaps and Breaking Barriers

Terrace Ballroom (Lobby Level)

Dr. Susan Solman
Associate Professor / FIU College of Medicine Physician Assistant Program

Solman

In the US, 26% identify as disabled, yet they often face hurdles in accessing quality healthcare. Despite calls for integrating disability education into medical practice, many institutions lag. This session sheds light on these challenges, featuring a speaker sharing her healthcare journey. Attendees will gain insights and tools to drive change within their organizations,aiming to improve patient experiences and outcomes for people with disabilities.

  • Gain awareness of the systemic barriers and disparities faced by people with disabilities in accessing quality healthcare
  • Identify strategies to integrate disability education into healthcare practice and address gaps in accessibility within healthcare organizations
  • Develop skills and tools to advocate for and provide more inclusive and accessible care for patients with disabilities within their respective healthcare settings
TRACK B
Laying the Foundation to Enhance the Patient’s Experience in Primary Care: Stories from Mass General Hospital

Primary Care Track Sponsored by Feedtrail - White Hill (4th floor)

Susan Edgman-Levitan
Executive Director / Massachusetts General Hospital

Edgman-Levitan

This presentation will focus on laying the foundation to measure and improve the patient’s care experience in a primary care practice or group of practices. Susan will describe the use of patient experience data to identify safety issues in primary care and how to address these with clinicians and staff. She will briefly discuss establishing a Patient/Family Advisory Council for a primary care practice or group of practices. Susan will share how this work is structured in the MGH Division of General Internal Medicine (DGIM), including how the Division established and manages the following activities:

  • Monitoring the patient experience survey data and comments for each practice
  • Sharing performance reports, including survey summaries and patient comments, with each practice’s leadership team including, the medical director, administrative and nurse managers on a weekly to monthly basis
  • Review of patient comments to identify issues related to service, access to primary and specialty care, and other important safety issues
  • Establishing a multi-disciplinary Patient Experience Improvement Committee that meets monthly to review activities and share best practices
  • Establishing a Patient Advisory Council that advises on important topics for patients and practice improvement and redesign activities
  • Supporting clinician questions and concerns about public reporting of their individual data
  • Offering clinician coaching and other trainings for all staff to address improvement needs identified with our patient experience survey and comment data
TRACK C
Just Work — How to Design Fair and Equitable Workplaces

Whittier - 4th floor

Tracy Parris-Benjamin
Managing Partner / The Outcomes Architect

Parris-Benjamin

Have you ever felt unseen or unheard in the workplace? Does lack of work/life balance affect how you show up at work? If employees struggle, organizations struggle, thus affecting your patients and your bottom line. Discover ways to increase retention, improve efficiency and create fair and equitable workplaces.

  • Understand the basics of health equity and its impact on the workplace
  • Describe how current health equity efforts can be viewed as a business imperative, for both internal and external customers
  • Describe ways in which current data collections practices can be improved to be more effective
  • Determine low-cost ways that increased equity can be incorporated into practice across an organization
TRACK A
Impact of Physician Leadership Style on Internal and External Outcomes – and How to Influence

Terrace Ballroom (Lobby Level)

Alison Soileau, PhD
System Vice President, Patient Experience & Service Excellence / Ochsner Health

Nigel Girgrah, MD
Chief Wellness Officer / Ochsner Health System

Soileau
Girgrah

The Wellness-Centered Leadership (WCL) framework is a leadership style just for physicians. The explanatory power of WCL is directly linked to well-being and leadership with Shanafelt et al.’s (2021) research of over 70 years of leadership philosophies documented in their original WCL article. We have been testing physician leader WCL training and the impact on outcomes in our health system, including on patient experience. We have adjusted our model throughout the past year+, and we are excited to share our latest results.

  • Clarify the current state of burnout and well-being in physicians and the impact of physician leader behaviors on direct report outcomes
  • Define Wellness-Centered Leadership (WCL), which is a style created specifically for physicians, including the history and research built into the style
  • Identify specific impacts – outcomes – of utilizing the recommended WCL behaviors for the physician leader and their team
TRACK B
Measured Equity: Working Together to Measure and Reduce Racial and Ethnic Disparities in Patient Experiences of Care

Primary Care Track Sponsored by Feedtrail - White Hill (4th floor)

Barbra G. Rabson, MPH
President and CEO / Massachusetts Health Quality Partners (MHQP)

Rabson

Measures of patient experiences reveal structural disparities in healthcare encounters for patients of color, highlighting unequal treatment, biased interactions, and the enduring impact of racism on patient care. A deep understanding of how patients experience health care enables us to identify the best pathways for addressing disparities across all health outcomes.  MHQP, an independent coalition of key stakeholder groups that has been working for over 20 years to improve the quality of patient care experiences in Massachusetts, has launched a statewide Measured Equity initiative.  Barbra Rabson will share statewide survey results of racial and ethnic disparities in patient experiences and patient comments and how we are using these results to both drive improvements and to monitor effectiveness of health equity efforts.

  • Learn why measuring patient experience is vital for advancing health equity
  • Understand how patient narratives can drive improvement efforts
  • Learn how MHQP is planning to compare racial and ethnic disparities in patient experiences across organizations
TRACK C
Hope for Henry: Transforming Pediatric Care with Compassion and Innovation

Whittier (4th floor)

Laurie Strongin
Founder & CEO / Hope for Henry Foundation

Strongin

Discover the incredible story of a mother who fought tirelessly to save her son from a rare genetic disease. Spending countless nights in hospitals, Laurie realized the unmet emotional needs of young patients and their families. In response, she revolutionized pediatric care by introducing innovative programs that educate, reduce stress, and improve medical plan adherence. Brace yourself for an emotional rollercoaster; prepare to be inspired as Laurie’s unwavering commitment unveils a world where love, understanding, and innovation combine to create an environment where children can heal physically and emotionally. Her story will ignite a fire within you, sparking your desire to make a difference and bring hope to those in need.

  • Learn how empathy, resilience, and personal experiences can transform patient experiences, cultivating compassionate healthcare settings
  • Apply award-winning leadership principles to elevate patient care standards, fostering excellence in healthcare leadership
  • Explore advocacy on ethical medical issues to guide strategic integration of ethics into hospital frameworks
TRACK A
Expanding What’s Possible with Digital Consumer Experiences

Terrace Ballroom (Lobby Level)

Justin Dearborn
Founder and CEO / Praia Health

Jared Johnson
Chief Marketing Officer / Praia Health
Host / Healthcare Rap Podcast

 

Johnson
Dearborn

When we understand who a patient is outside of their clinical records, it opens up new possibilities to provide digital experiences that are more personalized and connected than ever before. In this informative session, you’ll learn how this digital flywheel effect empowers health systems to improve key moments in a patient’s journey and personalize the digital aspects of their consumer experiences.

  • Understand how the latest advancements in technologies are empowering more personalized consumer experiences
  • Discover how leading health systems are using a digital flywheel to drive ongoing patient engagement
  • Learn a framework to measure the ROI of digital experiences and build consensus with all key stakeholders
TRACK B
Advancing Experiences for Patients and Families in Pediatric Primary Care

Primary Care Track Sponsored by Feedtrail - White Hill (4th floor)

Sara L. Toomey, MD
Chief Safety and Quality Officer & Chief Experience Officer / Boston Children’s Hospital

Toomey

Understanding disparities in ambulatory pediatric patient experience is critical to improving patient experience for all. In this session, we will describe how we at Boston Children’s dove into the experience of our patients in our ambulatory clinics to understand the why behind racial/ethnic and socioeconomic differences we found.  We conducted extensive qualitative interviews and utilized a multi-step user design centered approach to identify targets for improvement. This session will end with outlining the initiatives in place to address these targets.

  • Understand reasons for disparities in pediatric ambulatory care experience
  • Learn about an approach to develop targets to address disparities in pediatric ambulatory care experience
  • Apply strategies for decreasing disparities in pediatric patient experience
TRACK C
Delivering a Sustainable Acute Care Patient Experience Strategy in a Large, Complex Health System

Whittier (4th floor)

Sasha Perez-Loor
Director, Experience Sustainment and Improvement / AdventHealth

Julie Rish, PhD
Vice President of Consumer Experience / AdventHealth

Perez-Loor
Rish

In this session, you will learn AdventHealth’s framework for implementing an improvement and sustainment patient experience strategy across a 52-hospital system spanning nine states. Getting back to basics was essential. A strategy will be shared to get there including the tools and the mechanisms utilized to foster collaboration and a learning culture. Presenters will also share their progress to standardizing how they define and deliver an exceptional and consistent experience across settings. This comprehensive approach may serve as a blueprint for healthcare institutions seeking to elevate patient experience and foster organizational excellence.

  • Describe an approach to drive system-wide patient experience strategy in a large, complex health system
  • Identify key strategies for building a culture of collaboration and learning
  • Define key partnerships and corresponding roles in driving evidence-based practices
TRACK A
Examining the Evolution from Patient Satisfaction to Human Experience

Terrace Ballroom (Lobby Level)

Thomas Howell, MD
Medical Director for Patient Experience / Mayo Clinic Health System

Howell

Emerging from the patient advocacy movement in the 1970s and driven by the Centers for Medicare & Medicaid Services (CMS), along with influential publications like “To Err is Human” and “Crossing the Quality Chasm,” patient satisfaction has become a cornerstone of healthcare organizations. Integrating the principles of the Triple Aim, and now the Quadruple Aim, into operational plans is nearly ubiquitous. The COVID-19 pandemic has significantly impacted these efforts, propelling some functions forward while obstructing others. As we advance toward a more holistic view of healthcare, aiming to humanize the experience for all, it may be time to reassess our traditional patient experience structures.

  • Explain the broad history of the Patient Experience movement
  • Identify and discuss two common misconceptions about the relationship between provider and patient experience
  • Critique the current structure of patient experience departments

 

TRACK B
Leading Patient Experience in Ambulatory Care

Primary Care Track Sponsored by Feedtrail - White Hill (4th floor)

Annie Ideker, MD
Associate Sr Medical Director for Physician and Clinician Experience / Health Partners

Ideker

Learn how one organization drives patient experience results by empowering local leaders to mentor, coach and manage patient experience performance.

  • Understand effective strategies for sharing patient experience data
  • Learn techniques for building strong patient experience culture
  • Identify factors that may be affecting clinician performance and adjust support to meet specific clinician needs
TRACK A
Cultivating the Payer-Provider Relationship to Improve Patient and Member Experience in Healthcare

Terrace Ballroom (Lobby Level)

Amber Maraccini
VP of Industry Executive Advisory / Medallia

Tom Tull
VP Chief Experience Officer, Ballad Health

Darrel Weaver, MD
Vice President of Provider Engagement and Support / Blue Cross and Blue Shield of Alabama

Tara Talley, PMP
Operations Manager, Program Development /  Blue Cross and Blue Shield of Alabama

Talley
Weaver
Tull
Maraccini

In an evolving healthcare landscape, the relationship between payers and providers is critical in shaping the experiences of patients and members. This panel will delve into the key issues and strategies pivotal to enhancing these experiences, focusing on the payer’s perspective.

  • Explore the challenges and opportunities in cultivating effective payer-provider relationships
  • Share best practices and success stories in enhancing member and patient experiences
  • Discuss the impact of value-based healthcare on payer strategies and member outcomes
  • Identify actionable steps for strengthening payer-provider collaboration to drive better health results
TRACK B
Patient Narratives as a Catalyst for Reducing Staff Burnout in Ambulatory Care

Primary Care Track Sponsored by Feedtrail - White Hill (4th floor)

Ingrid Nembhard, PhD
Fishman Family President’s Distinguished Professor, The Wharton School

Nembhard

Many in the healthcare workforce are burning out and becoming dissatisfied with their jobs, which was true even before COVID-19 exacerbated demands on workers. Our research assesses the role that feedback from patients about their care experiences in their own words (termed “patient narratives”) plays in the well-being of healthcare personnel who care for them. Our hypothesis – building from organizational theory that links worker experience to customer experience and vice versa – was that frequent and useful feedback from patients in their own words is associated with reduced burnout and increased job satisfaction, which would suggest the importance of providing such feedback to personnel as an intervention. This session will show the test of our hypothesis using survey data from clinical and administrative staff affiliated with 22 ambulatory care practices associated with NewYork-Presbyterian. In this setting, we found support for our hypothesis and that providing healthcare professionals with patient narratives was associated with increased job satisfaction because this feedback provides positive reinforcement of professionals’ efforts (an emotional resource), greater confidence in knowledge of patients and practice (a knowledge resource), and guidance for taking part in patient-inspired behavior change (meaningful action). This presentation concludes with the implications of these findings for health policy and practice.

  • Summarize research findings about the information provided by patient narratives
  • Report on the association between patient narratives and workforce well-being in the context of ambulatory care
  • Explain pathways by which patient narratives and well-being are related

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As a pioneer of visual strategy, ImageThink leverages tools like graphic recording, design thinking, and its unique social listening mural to create memorable, interactive, and engaging events and meetings.

September 17, 2024
9:20 am – 10:05 am
From Venerable to Vulnerable: how Patient Experience is reshaping the American Hospital

Terrace Ballroom (Lobby Level)

Kedar Mate, MD
President and CEO, Institute for Healthcare Improvement

Mate

Healthcare in America is changing rapidly with technology, new medications, and new expectations altering the landscape.  The experience of patients ought to guide this transformation fundamentally.  This keynote will forecast some of those expected changes and describe how patients and families can help shape that future.

  • Learn about some expected future directions in US healthcare
  • Understand how patient experience is already impacting those directions
  • Understand how patients, families and communities can further transform healthcare

10:05 am – 10:50 am
Delivering on What Matters Most: You Make A Difference

Terrace Ballroom (Lobby Level)

Tommy Whitelaw
National Lead / Person Centred Voices Health and Social Care Alliance Scotland

Whitelaw

Presented by the National Lead of Person-Centred Voices at “The Alliance” of Scotland, this session emphasizes the impact we have in our work with clients, patients, care, and families. Using a person-centred framework, it underscores the principles of “What Matters to You?”, Intelligent Kindness, self-care, and active listening.

Tommy Whitelaw, drawing from his extensive experience as a family caregiver, encourages reflection on how we can make our workplaces and systems more compassionate.

  • Practice an appreciative approach with questions such as “What works well?” and “What can we do differently in the future?”
  • Share learning from published case studies from across Scotland to gain a global perspective.
  • Explore opportunities to celebrate the immense contributions of unpaid family caregivers, healthcare staff, and clinicians.

11:20 am – 12:05 pm
Investing in the Bottom Line: The Value Case for Improving Human Experience in Healthcare

Panel Discussion Terrace Ballroom (Lobby Level)

Stacy Palmer, CPXP
Senior Vice President & COO / The Beryl Institute

Brian Carlson
VP of Patient Experience / Vanderbilt University Medical Center

Jennifer Carron
Patient Experience Officer / BJC HealthCare

Martie Carnie
Senior Patient Experience Advisor, MGB /  Brigham and Women’s Hospital

Carron
Carnie
Palmer
Carlson

Investment in human experience is imperative for healthcare organizations. It is a strategic focus that can lead to great benefits. Those that overlook experience, seeing it as “simply” about satisfaction or survey data, do so at great cost to their organization, team members, and most importantly those we serve – patients. In this session, panelists will share a model for the value of investment in human experience as a practical bottom-line issue for healthcare leaders.

  • Understand the context of human experience, what it is, and why it matters
  • Identify six points of focus for leaders committed to experiencing excellence
  • Learn the four value streams and integrated impact of a commitment to and investment in human experience

 

12:05 pm – 12:30 pm
Facilitated Roundtable Discussions

Terrace Ballroom (Lobby Level)

Laura Cooley, PhD
Editor-in-Chief / The Journal of Patient Experience

As a unique element of the symposium, delegates will engage in interactive roundtable discussions in response to the opening session. A “PX Host” will guide each roundtable group to enable meaningful exchanges. Attendees will form connections, exchange ideas, and share goals for attending the symposium.

12:30 pm – 2:00 pm

Lunch on Your Own

We invite you to take advantage of the opportunity to explore Boston’s historic charm while enjoying lunch at one of the many nearby spots. This is a perfect chance to network with a colleague or make a new connection in a relaxed setting, all while savoring the local flavors Boston has to offer.

TRACK A
Pocket Presentations

Terrace Ballroom (Lobby Level)

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).

  1. “Rise to Health Coalition’s Individual Practitioners Peer Affinity Groups,” Ashley Jackson, Project Director, Institute for Healthcare Improvement
  2. “Harnessing Archive EHR Data to Develop Predictive Machine Learning Algorithms for Patient Insights,” Braydon McCormick, Head of Innovation and Strategy, Legacy Data Access
  3. “Building Relationships through Intentional Communication: Implementing a Relationship-Centered Communication Program at UK HealthCare,” Lyndsay A. Smith, MHA, Patient Experience Manager, UK HealthCare – Office of Patient Experience
  4. “Redefining Quality & Value: Evolving an Outcomes Based Experience Model,” Rachel Biblow, Associate Editor, Journal of Patient Experience
  5. “Back to the Basics,” Tom Tull, VP, Chief Experience Officer, Ballad Health
  6. “Make Framework: Prioritizing Aspects of Care that Matters to Patients,” Velma L. Payne, PhD, Director of Health Informatics, Assistant Professor, Idaho State University
  7. “Quantifying the relationship between provider well-being and patient experience using machine learning and EHR/HR data,” Xi (Sisi) Hu, PhD, Chief Wellbeing Economist & Co-Founder | Fellow, Atalan Tech | Center for Labor and a Just Economy, Harvard Law School

Meet the Pocket Presenters

TRACK B
Loving Healthcare Organizations

Panel Discussion - White Hill (4th floor)

Zeev Neuwirth
Author, Beyond the Walls

Apurv Gupta, MD, MPH
Vice President, Advisory Services / Premier Inc

Shannon Connor Phillips, MD
Chief Health Officer / Joyous

Julie Rish, PhD
Vice President of Consumer Experience / AdventHealth

Neuwirth
Gupta
Connor Phillips
Rish

The notion of ‘love’ as a core component of medical professionalism and as a core component of the mission statement in healthcare delivery organizations is relatively new. Join us for an insightful panel discussion delving into the transformative power of love within healthcare. Discover how pioneering organizations like ChenMed and NUKA are reshaping the patient experience by embracing love as a foundational element of medical professionalism. Luminaries such as Dr Don Berwick and Dr. Peter Pronovost have written about love as a core component of the doctor-patient relationship. More recently, hospital systems have begun to deploy ‘love’ as a core mission in healthcare delivery. We’ll explore the evolving landscape where hospitals are integrating love into their core mission. Dr. Apurv Gupta from Premier will share his expertise on this burgeoning movement, alongside healthcare executives who have successfully implemented this approach. Don’t miss this opportunity to learn and be inspired by the profound impact of love in healthcare delivery.

  • Describe this new ‘love’ movement in healthcare and outline some of the key tenants
  • Discover a few examples of ‘loving’ organizations in healthcare
  • Gain an in-depth perspective on what the deployment of love means in a healthcare organization – including KPI’s and operational implications, leadership and cultural implications, benefits and challenges

TRACK C
Cultivating Relationships: Implementation and Operationalization of Communication Skills Training Programs

Panel Discussion - Whittier (4th floor)

Laura Kirk
Assistant Director of Advanced Practice Providers Ambulatory Service / UT Southwestern Medical Center

Rachyl Pines, PhD
Research Scientist, Stanford Health Care

Cynthia George
Senior Director / Partnerships for Sustaining Daily Care

Agnes M. Barden
Deputy Chief Experience Officer / Northwell Health

Kirk
George
Pines
Barden

A panel of influential patient experience leaders from three different health networks across the US will discuss their journeys to implement a transformative relationship-centered communication skills training programs for diverse groups of health care professionals and clinicians.

  • Explore and implement a train-the-trainer program to learn and practice communication skills with patients and within teams.
  • Publicize, scale, and optimize a communication training program.
  • Analyze and report programmatic outcomes.
  • Anticipate and recover from programmatic set-backs.

TRACK A
Harmonizing Quality, Safety, and Experience in Healthcare

Terrace Ballroom (Lobby Level)

Toni Land
Founder and CXO / Landing Exceptional Experiences, LLC

Land

Nurses face risks every hour, with 1 in 5 hospitalized patients experiencing medication errors. Despite advancements in quality measures, Leapfrog Hospital Safety Grades show stagnant patient experiences over the past 2 years. Our commitment to patient care should go beyond mere customer service and excellence. It should prioritize creating a safe environment for our team, patients, and their families. This presentation will explore the transformative power of music and strategies for seamlessly integrating quality, safety, and patient experience. The goal is to cultivate a healthcare environment that is devoid of harm, resonating with the symphony of these vital elements.

  • Appreciate the power of music in healing and enhancing well-being
  • Understand the importance of unity and collaboration in healthcare for a holistic patient experience
  • Explore the synergies between safety, quality, and experience in healthcare delivery for optimal outcomes

TRACK B
Enhancing Patient Care in Rural NHS Primary Clinics: Strategies and Innovations

International - Rural East Lincolnshire, England (White Hill 4th floor)

Carl Deaney
General Practice

Lisa Haith
Practice Manager and Patient Experience Lead / Marsh Medical Practice

Deaney
Haith

The National Health Service (NHS) of England is the publicly funded healthcare system of England. The NHS is one of the largest and most comprehensive health systems globally, covering a wide range of services from general practice and hospital care to mental health services and community care.

This presentation explores NHS strategies for implementing best practices in primary care clinics in rural England. Our focus is on prioritizing the needs of patients and their families through a patient-centered approach. The well-being of our team is also highlighted as a crucial factor in enhancing the patient experience. These strategies are illustrated with examples and framed within the context of our NHS England contract requirements.

This presentation will address the following, within the context of rural healthcare settings:

  • Developing effective communication and trust-building among healthcare teams, patients, and their families in rural health clinics
  • Promotion of health and racial equity by improving access and awareness
  • Use of technology and innovation in improving patient experience and streamlining processes, to enhance health outcomes

TRACK C
Introduction to ICHOM and Patient-Reported Outcome Measures

Whittier - 4th floor

Christina Nielsen
Outcomes Research Project Manager and Learning Collaboratives Project Facilitator /  International Consortium for Health Outcomes Measurement (ICHOM)

Nielsen

The International Consortium for Health Outcomes Measurement (ICHOM) is a non-profit organization with the mission of unlocking the potential of value-based healthcare by defining what matters most to patients and encouraging the adoption and reporting of these measures worldwide to make life better for all. Christina will dive into an introduction of ICHOMs work and the use of patient-reported outcome measures. We will explore the importance of collecting patient-reported outcome measures and including patient voice throughout the care experience. Gain a better understanding of the difference between PROMs and PREMs and discover real-life examples of the successful implementation of standardized outcomes collection leading to changes in care practice and improved patient outcomes.

  • Identify key components of value-based healthcare and how ICHOM serves as a catalyst in this space
  • Hear about PROMs and the importance they serve all stakeholders in the patient-care journey
  • Understand the differences between PROMs and PREMs in order to effectively implement both in a complimentary manner

TRACK A
Pocket Presentations

Terrace Ballroom (Lobby Level)

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 3 “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).

  1. “Extending reach and increasing patient engagement through high-tech high-touch technology,” Ashley Bloodgood, BSN,RN,C-EFM, Nursing Informatics Specialist, Stamford Health, Get Well, (co-presented by Nikkia Whitaker)
  2. “Key Success Factors of Patient & Family Advisory Councils: A Qualitative Study,” Barbara Lewis, Founder/CEO, PhD Candidate, Joan’s Family Bill of Rights, UNLV School of Public Health
  3. “Extended reality in serious illness communication research: an experimental feasibility study,” Danielle Blanch-Hartigan, Executive Director, Center for Health and Business, Associate Professor, Natural and Applied Sciences, Bentley University
  4. “Relationship-Centered Communication: Clinicians Seeking Improvement at Lehigh Valley Health Network,” Emily B Brophy, MS, Associate Residency Program Director, Assistant Professor, University of South Florida Health Morsani College of Medicine, Lehigh Valley Health Network, (co-presented by:  Molly Thompson-Chavez, MHL)
  5. “Enhancing Colleague Experience: A Fundamental Pathway to Improved Patient Outcomes,” Rebecca Dillard, VP Organizational Engagement, Your Health, (co-presented by Kim Metze, & Matt Staub)
  6. “Equitable Care: Patients’ Preferences on Provider and Environment Factors that Matter Most,” Shalini Raichur, Senior Policy Analyst for Health Equity, AHIP
  7. “Rapidly Improving Patient Experience Outcomes Across a Large, Geographically Dispersed Medical Practice Group,” Shantae Prince, MBA,CMS APM, LSSBB, ACHE, Sr. Manager Patient Experience, Emory Healthcare Physician Division

Meet the Pocket Presenters

TRACK B
Hospital at Home: Deconstructing the Patient an Caregiver Experience of High Acuity Care in the Home

Panel Discussion - White Hill (4th floor

Robert Moskowitz
Chief Medical Officer / Contessa

Jatin Dave, MBBS, MPH, FACP
Chief Medical Officer / MassHealth

Jessica Kim
Cofounder and Executive Chairwoman / ionacare

Kamia Thakur
Medical Director of Hospital at Home / Penn State

Moskowitz
Kim
Thakur
Dave

The U.S. healthcare ecosystem has seen the rapid development of Hospital at Home in a post-pandemic environment. A predominant driver of this change has been the patient’s interest in receiving high acuity care in the comfort of their home. Join this exciting discussion that delves into the patient experience in Hospital at Home programs from a multitude of perspectives – the payor, the physician, and family members.

  • Understand the current state of capturing the patient experience in H@H programs.
  • Discuss the patient experience from the perspective of a variety of stakeholders.
  • Craft a conversation around how the patient experience can be improved as H@H models gain traction
  • Deliberate how H@H should measure patient experience in the future and how this should be judged differently from a brick-and-mortar patient experience.

5:00 pm - 6:00 pm
The Beryl Institute Community Reception

Tremont Room (4th floor)

All conference delegates are invited to join members of The Beryl Institute for drinks and light hors-d’œuvres. Network with peers and learn how the Institute serves as the global community of healthcare professionals and experience champions committed to transforming the human experience in healthcare.

September 18, 2024
7:30 am - 8:30 am
8:45 am - 9:45 am
Fireside Chat with Dr Geeta Nayyar

Geeta Nayyar, MD, MBA
Chief Medical Officer, Technologist, and WSJ Best-Selling Author

Nayyar

Geeta Nayyar, MD will join Laura Cooley, PhD for a discussion on the evolving landscape of patient experience in today’s tech-driven medical and consumer world. They will explore the roles of artificial intelligence, digital health, home care, and social media’s impact on health information. The conversation will also focus on how healthcare leaders can integrate digital health solutions to improve care delivery, build trust with consumers, and achieve better patient outcomes.

  • Understand the Impact of new Technologies on Patient Experience
  • Learn strategies for integrating digital health solutions into care delivery
  • Discover ways to build trust with consumers in a tech-driven healthcare environment

9:45 am 10:00 am
10:00 am - 10:45 am
Exploring the Relationship between Patient Experience, Health Outcomes, and Value-based Care

Rachel Biblow
Associate Editor / Journal of Patient Experience

Namita Seth Mohta, MD
Executive Director / NEJM Catalyst

Prakash Jayakumar, MD, PhD
Director of Value-Based Health Care and Outcome Measurement / University of Texas at Austin, Dell Medical School

David Bernstein, MD, PhD, MBA, MEI
Senior Researcher / Harvard Business School
Resident Physician / Harvard Combined Orthopedic Residency Program, Mass General Brigham

Mohta
Jayakumar
Bernstein
Biblow

Declining quality and life expectancies, along with rapidly aging population segments, have accelerated interest in Value-Based Healthcare (VBC).

As a transformative patient-centered healthcare delivery model, VBC is defined as: “the measured improvement in a person’s health outcomes for the cost of achieving that improvement”, rather than the volume of procedures or services.

Patient experience intersects with health outcomes and cost factors as an integral component to advance value in healthcare delivery.

The panelists will discuss critical impact areas aimed at clarifying the VBC concepts and demonstrating how patient experience and health outcomes together accelerate value.

  • Define and describe the key elements of Value-Based Healthcare (VBC) and the role of patient experience in realizing higher value healthcare
  • Highlight the metrics that matter most across a range of stakeholders
  • Discuss the critical importance of leadership alignment and forming alliances to proactively integrate patient experience as part of the VBC strategy
  • Explore the real-world challenges of VBC measurement and implementation

11:05 am - 11:45 am
How to Improve the Patient Experience: Best Practices Assimilated from the Trenches

Edward W. Marx
CEO / Marx Advisory

Marx

Mayo Clinic’s Cris Ross and Cleveland Clinic’s Ed Marx were longtime friends. This friendship helped them cope when they both were diagnosed with cancer. As they began to emerge from their patient journey, they decided to author a book based on their revelations as patients and healthcare executives. Their written for the public book, “Diagnosed,” is set to release in late 2023. It is meant to be a handbook or a hand you can hold in your healthcare journey. The aim is to allow patients the opportunity to have a great experience regardless of the hospital. Their research and writing also revealed key findings and best practices that will benefit all health systems immediately. This collection was turned into the booklet, “How to Improve the Patient Experience.” Marx will share these findings and why they are critical to your organization’s future.

  • Learn a customer-centric framework for optimal patient experience
  • Understand the five best practices for all hospitals regardless of complexity
  • Identify three best practices you can implement without material resources
  • Hear the voice of the patient

1:00 pm - 3:30 pm
Relationship-Centered Coaching to Enhance Patient and Team Experience

Calvin Chou, MD
Professor of Clinical Medicine / University of California San Francisco

Ellen Pearlman, MD
Associate Dean for Professionalism & Doctoring Skills / Donald and Barbara Zucker School of Medicine

Laura Kirk
Assistant Director of Advanced Practice Providers, Ambulatory Service / UT Southwestern Medical Center

Chou
Pearlman
Kirk

Coaching team members toward effective patient and colleague engagement is most effective within a relationship-centered, appreciative framework. This workshop will provide structure and practice in forming a relational foundation for coaching partnerships and co-designing of a coaching plan. Participants will practice relationship-centered, behaviorally-specific feedback skills crucial for patient experience performance improvement.

  • Explore the core steps of relationship-centered, appreciative coaching for performance
  • Design a collaborative plan for communication skills coaching
  • Practice relationship-centered, behaviorally-specific feedback
  • Commit to implementing one new coaching strategy

Speakers

Martie Carnie

Senior Patient Experience Advisor

MGB; Brigham and Women's Hosptial

Carnie

Barbra Rabson, M.P.H

President & CEO

Massachusetts Health Quality Partners (MHQP)

Rabson

Stacey Palmer

Senior Vice President & COO

The Beryl Institute

Palmer

Brian Carlson

Vice President of Patient Experience

Vanderbilt University Medical Center

Carlson

David Bernstein, MD, PhD, MBA, MEI

Senior Researcher, Harvard Business School Resident Physician, Harvard Combined Orthopaedic Residency Program

Mass General Brigham

Bernstein

Jennifer Carron, CPXP, MSOM

Patient Experience Officer

BJC HealthCare

Carron

Joe Machicote

Chief Diversity Officer

Premier

Machicote

Prakash Jayakumar, MD, PhD

Assistant Professor, Department of Surgery and Perioperative Care, Director, Clinical Research and Outcome Measurement

University of Texas at Austin

Jayakumar

Tommy Whitelaw, BCAh

National Lead Person Centred Voices

Health and Social Care Alliance Scotland

Whitelaw

Annie Ideker, MD

Associate Senior Medical Director for Physician and Clinician Experience

HealthPartners

Ideker

Cynthia George, MSN, FNP

Senior Director, Partnerships for Sustaining Daily Care

Cystic Fibrosis Foundation

George

Agnes Barden, DNP, RN, CPXP

Deputy Chief Experience Officer, Office of Patient and Customer Experience

Northwell Health

Barden

Apurv Gupta, MD, MPH

Vice President, Advisory Services

Premier Inc

Gupta

Tracy Parris-Benjamin

Managing Partner

The Outcomes Architect

Parris-Benjamin

Christina Nielsen

Outcomes Research Project Manager and Learning Collaboratives Project Facilitator

International Consortium for Health Outcomes Measurement (ICHOM)

Nielsen

Ingrid Nembhard, PhD, MS

Fishman Family President’s Distinguished Professor, Professor of Health Care Management

The Wharton School, University of Pennsylvania

Nembhard

Geeta Nayyar, MD, MBA

Chief Medical Officer, Technologist, and WSJ Best Selling Author

Nayyar

Calvin Chou, MD, PhD

Professor of Clinical Medicine

University of California San Francisco

Chou

Ellen Pearlman, MD, FACH, FACP

Associate Dean for Professionalism & Doctoring Skills

Donald and Barbara Zucker School of Medicine At Hofstra/Northwell

Pearlman

Shannon Connor Phillips, MD, MPH

Chief Health Officer

Joyous

Connor Phillips

Sara Toomey, MD, MPhil, MPH, MSc

SVP, Chief Safety and Quality Officer

Boston Children's Hospital

Toomey

Jessica Kim

Co-Founder and Executive Chairwoman

ianacare

Kim

Jared Johnson

Chief Marketing Officer, Host

Praia Health, Healthcare Rap Podcast

Johnson

Justin Dearborn

Founder and CEO

Praia Health

Dearborn

Rachel Biblow

Associate Editor

Journal of Patient Experience

Biblow

Darrel Weaver, MD

Vice President of Provider Engagement and Support

Blue Cross and Blue Shield of Alabama

Weaver

Tara Talley, PMP

Operations Manager, Program Development

Blue Cross and Blue Shield of Alabama

Talley

Amber Maraccini

VP of Industry Executive Advisory

Medallia

Maraccini

Thomas Howell, MD

Medical Director for Patient Experience

Mayo Clinic Health System

Howell

Jatin Dave, MBBS, MPH, FACP

Chief Medical Officer, MassHealth; Director, Office of Clinical Affairs, For Health Consulting at U Mass Chan Medical School

U Mass Chan Medical School

Dave

Alison Soileau, PhD, FACHE, CPXP-L

System Vice President of Patient Experience and Service Excellence

Ochsner Health

Soileau

Laurie Strongin

Founder and CEO

Hope for Henry Foundation

Strongin

Robert Moskowitz, MD

Chief Medical Officer

Contessa

Moskowitz

Kamia Thakur, MD

Assistant Professor of Medicine, Medical Director, Hospital at Home, Director of Clinical Operation

Penn State Health

Thakur

Jeremy Segall, MA, RDT, LCAT, FPCC

System Chief Wellness Officer

NYC Health + Hospitals

Segall

Sasha Perez-Loor, MSHSA, PMP, CPXP, CCMP

Director

AdventHealth

Perez-Loor

Julie Rish, PhD

Vice President, Consumer Experience

Advent Health

Rish

Josh Robinson

Award-winning presenter, educator, and percussionist

Robinson

Kedar Mate, MD

President and Chief Executive Officer

Institute for Healthcare Improvement (IHI)

Mate

Zeev Neuwirth, MD

Healthcare Executive, Author, Podcast Host

Neuwirth

Susan Solman, DPM, RPh

Associate Professor

FIU College of Medicine Physician Assistant Program

Solman

Namita Mohta, MD, MPH, MSHS

Executive Editor, NEJM Catalyst; Physician, Department of Medicine, Brigham and Women’s Hospital; Faculty

Ariadne Labs; Assistant Professor, Harvard Medical School

Mohta

Laura Cooley, PhD

Editor-in-Chief 

Journal of Patient Experience

Cooley

Tom Tull

VP, Chief Experience Officer

Ballad Health

Tull

Laura Kirk, MSPAS, PA-C, CPXP, DFAAPA, FACH

Assistant Director of Advanced Practice Providers, Ambulatory Service

UT Southwestern Medical Center

Kirk

Rachyl Pines, PhD

Research Scientist, Office of Patient Experience - Service Excellence

Stanford Medicine

Pines

Edward Marx

Author, Podcast Host

DGTL Voices, CEO Unplugged

Marx

Nigel Girgrah, MD, PhD

Chief Wellness Officer

Ochsner Health System

Girgrah

Toni Land, MBA, BSN, CPXP

Founder & Chief Experience Officer

Landing Exceptional Experiences

Land

Carl Deaney, MSc MBBS

General Practice

Marsh Medical Practice, Lincolnshire, England

Deaney