Agenda

We continue to improve the agenda for the summit. Please check back for more specific didactic and breakout sessions and keynote address topics.

Sunday, May 20, 2012
11:00 A.M.	Registration Opens
Breakout Sessions
12:00 P.M. – 5:00 P.M.	TRACK 1 Digital/Social Media in Healthcare – BoA B Welcome Paul Matsen, Chief Marketing and Communications Officer, Cleveland Clinic Digital Media will be top of mind at this year's Empathy + Innovation Summit. Where does digital media fit into modern medicine? How can healthcare providers mobilize the power of digital media to make healthcare better, faster, more personal and affordable? What role will networks play in the future patient care, research and education? The Empathy + Innovation Summit will explore these topics as part of its dynamic exploration of healthcare, communication and compassion.
12:10 P.M.	TRACK 1 — Keynote Address Robin Carrey, Chief Executive Officer, Social Media Today – Healthworks Collective
12:40 P.M.	The Always Addressable Customer Harley Manning, Vice President, Research Director, Forrester Research
1:10 P.M.	Mobile Media Emilio Garcia-Ruiz, Editor for Strategic Projects, The Washington Post
1:40 P.M.	Social Media in Healthcare Panel Moderator: Cynthia Galbincea, Executive Director, Marketing Communications, Cleveland Clinic Robin Carrey, Chief Executive Officer, Social Media Today – Healthworks Collective Barbara Ficarra, RN, BSN, MPA, Writer, Huffington Post; Founder, Healthin30.com Stewart Gandolf, Founding Partner, Healthcare Success Strategies Cynthia Floyd Manley, Director, Strategic Marketing, Vanderbilt University Medical Center
2:55 P.M.	BREAK
3:15 P.M.	TRACK 1 Search Engine Marketing Scott Mowery, Digital Marketing Manager, Cleveland Clinic
3:45 P.M.	Personal Technology and Healthcare Sam Grobart, Personal Technology Editor, The New York Times
4:15 P.M.	Applying Customer Experience Analytics to the Patient's Digital Experience Larry Freed, Chief Executive Officer, Foresee Results
4:45 P.M.	Building a Transparent Meritocracy in Healthcare Ron Gutman, Founder and Chief Executive Officer, HealthTap
5:15 P.M.	ADJOURN
12:00 P.M. – 5:00 P.M.	TRACK 2 Translating the Language of Caring Welcome Kelly Hancock, RN, MSN, Interim Executive Chief Nursing Officer, Cleveland Clinic
12:10 P.M.	Relationship Based Care: Myth or Mystery? Joyce J. Fitzpatrick, PhD, MBA, FAAN, Elizabeth Brooks Ford Professor of Nursing, Case Western Reserve University
1:00 P.M.	Uncovering Healing Thinking - The Use of Appreciative Inquiry in Healthcare Brodie Boland, PhD Candidate in Organizational Behavior, Case Western Reserve University
1:45 P.M.	BREAK
2:00 P.M.	TRACK 2 Optimizing Patient Centered Care Rounds – Lessons from the Trenches Moderator: Kelly Hancock, RN, MSN, Interim Executive Chief Nursing Officer, Cleveland Clinic Lauren Bruwer, BSN, RN, Clinical Instructor, Pulmonary Medicine/RESCU Nursing Unit, Cleveland Clinic Theresa Cary, MSN, RN, CCRN, Clinical Nurse Specialist – Medical Cardiology, Cleveland Clinic Ruth Garner, BSN, RN, Staff Nurse, Pediatric Intensive Care Unit, Cleveland Clinic Michael McHugh, MD, Vice Chairman, Children's Hospital, Cleveland Clinic Joseph Parambil, MD, Cleveland Clinic Curtis Rimmerman, MD, MBA, Staff Cardiologist, Cleveland Clinic
3:00 P.M.	Turn of the Page: Must Reads for Your Patient Experience Bookshelf Mary Beth Modic, MSN, RN, CNS, CDE, Cleveland Clinic
3:45 P.M.	BREAK
4:00 P.M.	TRACK 2 — Closing Keynote The Essence of Compassionate Care: The Skilled Use of Empathy Patricia Benner, RN, PhD, FAAN, FRCN, Professor Emerita, University of California San Francisco Cleveland Clinic (OH-045/10-1-12) is an approved provider of continuing nursing education by the Ohio Nurses Association (OBN-001-91), an accredited approver by the American Nurses Credentialing Center's Commission on Accreditation.
5:00 P.M.	ADJOURN
5:00 – 7:00 P.M.	Welcome Reception
Monday, May 21, 2012
7:00 A.M.	Registration Opens Continental Breakfast
8:00 A.M.	Welcome Delos M. Cosgrove, MD, Chief Executive Officer, Cleveland Clinic James Merlino, MD, Chief Experience Officer, Cleveland Clinic
8:20 A.M.	The Outside In Perspective On Patient Experience Harley Manning, Vice President, Research Director, Forrester Research
9:00 A.M.	Business of Patient Experience Moderator: Harley Manning, Vice President, Research Director, Forrester Research Toby Cosgrove, MD, Chief Executive Officer, Cleveland Clinic Kurt Newman, MD, Chief Executive Officer, Children's National Medical Center
10:00 A.M.	BREAK / Poster Viewing
10:15 A.M.	Jenn Lim, Chief Executive Office and Chief Happiness Officer, Delivering Happiness
10:45 A.M.	Doug Lyons, Patient
11:05 A.M.	Strategies to Improve the Patient Experience Moderator: Ioan Duca, BSA, MSA, Service Excellence Officer, University of Toledo Medical Center Alan Dubovsky, Assistant Director Business Services, The Emory Clinic Tony Padilla, Director, Patient Affairs and Volunteer Services, UCLA Tammy Richards, Corporate Director of Clinical Engagement, Intermountain Healthcare
12:20 P.M.	LUNCH Brent Larkin, Columnist, The Plain Dealer Nancy McDonnell, Cuyahoga County Common Pleas Court Judge and Patient
1:40 P.M.	Creating a Culture of Attentiveness, Safety and Excellence: The Centrality of Knowing Our Patients Patricia Benner, RN, PhD, FAAN, FRCN, University of California San Francisco
2:10 P.M.	Transition
Breakout Sessions
2:20 P.M.	Breakout 1 Unleashing Empathy to Build Exceptional Experience – BoA Diane Stover-Hopkins, Chief Experience and Marketing Officer, Memorial Health System
	Breakout 2 The Importance of Empathy in Improving Emotional Support for Patients in the Hospital – Room 207 Clare Fletcher, MS, Director, Service Excellence, Forbes Regional Hospital Barb Picciano, RN, Director Healing Services, Cleveland Clinic
	Breakout 3 Developing A Service ExcellenceProgram – 6 Continents Toya Gorley, Director, Service Excellence and Patient Advocacy, Cleveland Clinic
	Breakout 4 Building Your Office of Patient Experience – Room 204 Mary Linda Rivera, RN, ND, Executive Director, Office of Patient Experience, Cleveland Clinic Nina Setia, Chief Patient Experience Officer, New York University Langone Medical Center
	Breakout 5 Shared Decision-Making – Room 201 Hosted by Johnson & Johnson Nananda Col, MD, Shared Decision Making Resources
3:30 P.M.	BREAK
3:55 P.M.	Topics Around the Patient Experience and Employee Engagement Abdullah Bin Zarah, MD, Executive Director for Clinical Affairs; Director, Business Development, Sultan Bin Abdulaziz Humanitarian City Sanjay Malaviya, Chief Executive Officer, RL Solutions Deirdre Mylod, PhD, Vice President of Hospital Services, Press Ganey Associates Carol Santalucia, President, Santalucia Group
5:15 P.M.	Networking Reception and Cleveland Clinic Art Collection Guided Tours
6:30 P.M.	Dinner Program Sponsored by: Zsolt Bognar, Pianist Catherine Meredith Lambert, Rehearsal Director, The Dancing Wheels Company & School Mary Verdi-Fletcher, President/Founding Artistic Director, The Dancing Wheels Company & School Monica Yunus, Opera Singer; Co-founding Director, Sing for Hope
Tuesday, May 22, 2012
7:00 A.M.	Registration Opens Continental Breakfast *Hosted by the Association for Patient Experience Roundtable topics include: Preparing for Value Based Purchasing Enhancing Your Service Excellence Program Using Patient Comments to Understand Your Scores Utilizing Patient Grievance Data for Performance Improvement How to Impact Quiet at Night Sustaining Nurse Hourly Rounding
Breakout Sessions
8:00 A.M.
	TRACK 1 Diversity and Inclusion Session – BoA Welcome: Joseph Patrnchak, Chief Human Resource Officer, Cleveland Clinic Keynote Address: Diversity & Inclusion's Impact on Employee and Patient Service J.T. (Ted) Childs, Jr., Global Strategic Diversity Advisor, Ted Childs, LLC As a leading corporate diversity expert, Ted Childs understands the importance of embracing diversity, and the advantage it provides in the war for talent and an increasingly competitive global marketplace; and that to achieve maximum potential we must pay attention to changing demographics and emerging issues, and embrace them as opportunities for growth. Ted's remarks will clarify the definitions associated with diversity and inclusion; explore the global environment, including the marketplace, look at external recognition as a subject matter influence; share his Diversity and Inclusion Global Mega Trends; and close with a commentary about leadership as a tool for integrating D & I into the DNA of today's business leader.
8:00 A.M.	TRACK 2 Architecture Session – Founder's Ballroom Moderator: Bill Peacock, III PE, Chief of Operations, Cleveland Clinic Sheila Cahnman, AIA, ACHA, Group Vice President, HOK William Rawn, FAIA, Leed AP, Founding Principal, William Rawn Associates Douglas Voigt, AICP, Director, Urban Design and Planning, Skidmore, Owings & Merrill, LLP
9:30 A.M.	Transition
9:45 A.M.	Visual Arts in Healthcare Moderator: Iva Fattorini, MD, Chair, Global Arts and Medicine Institute, Cleveland Clinic Jennifer Finkel, PhD, Curator, Art Program, Arts & Medicine Institute, Cleveland Clinic Tammy Shella, MA, ATR-BC, Art Therapy Program Manager, Cleveland Clinic Mickie McGraw, MA, BFA, ATR-BC, Art Therapy Consultant, Educator, Clinician Cleveland Museum of Art: Distance Learning Program
11:00 A.M.	BREAK
11:15 A.M.	Community Engagement - Business of Arts & Medicine Moderator: Iva Fattorini, MD Maria Jukic, JD, Executive Director, Arts & Medicine, Cleveland Clinic Julie Muraco, Vice Chairman, Board of Directors of Americans for the Arts Damian Woetzel, Director, The Aspen Institute Arts Program
12:30 P.M.	LUNCH Scott Simon Correspondent and host of Weekend Edition, NPR
1:45 P.M.	Forging the Future: Focusing the Organization on Patient Experience Rob Bazemore, Jr., President, Janssen Biotech
Breakout Sessions
2:30 P.M.
	TRACK 1 How To Improve Physician Communication with Patients Moderator: James Merlino, MD Edward Benzel, MD, Chair, Department of Neurosurgery, Cleveland Clinic Adrienne Boissy, MD, Staff, Mellen Center for MS, Cleveland Clinic Calvin Chou, MD, PhD, Professor of Clinical, University of California San Francisco, School of Medicine David O. Taylor, MD, Staff, Department of Cardiovascular Medicine, Cleveland Clinic Amy Windover, PhD, Director, Communication Skills Training, Lerner College of Medicine, Cleveland Clinic
2:30 P.M.	TRACK 2 Patient Engagement: Innovation and Technology Moderator: Devin Gross, Chief Executive Officer, Emmi Solutions Michael O'Neill, Chief Executive Officer, GetWellNetwork, Inc. Monica Reed, Chief Executive Officer, Florida Hospital Celebration Health Carol Santalucia, President, Santalucia Group
4:00 P.M.	ADJOURN
6:00 P.M.	Closing Reception
Wednesday, May 23, 2012
7:00 A.M.	Patient Experience in the Global Environment Continental Breakfast
8:00 A.M.	Opening and Welcome Bill Ruschhaupt, MD, Cleveland Clinic
8:10 A.M.	Patient Experience at the Cleveland Clinic James Merlino, MD, Cleveland Clinic
9:00 A.M.	Service Excellence Strategy Toya Gorley, Cleveland Clinic
9:30 A.M.	QUESTIONS
9:45 A.M.	BREAK
10:00 A.M.	Engaging the Patient Devin Gross, Emmi Solutions
10:30 A.M.	Driving Quality in Healthcare Jamil Hussain, Vice President Global Markets
11:00 A.M.	International Medical Education Conrad Simpfendorfer, MD, Cleveland Clinic
11:30 A.M.	DISCUSSION
12:00 P.M.	ADJOURN – LUNCH

Speakers and times subject to change.

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Agenda

Sunday, May 20, 2012

TRACK 1

TRACK 1 — Keynote Address

TRACK 1

TRACK 2

TRACK 2

TRACK 2 — Closing Keynote

Monday, May 21, 2012

The Outside In Perspective On Patient Experience

Breakout 1

Breakout 2

Breakout 3

Breakout 4

Breakout 5

Dinner Program

Tuesday, May 22, 2012

TRACK 1

TRACK 2

TRACK 1

TRACK 2

Closing Reception

Wednesday, May 23, 2012

Patient Experience in the Global Environment