Call for Speakers and Abstracts

Transforming Healthcare through Empathy and Innovation

MAY 18-21, 2014 Cleveland Convention Center | Cleveland, Ohio

In partnership with:

Summit Agenda

2014 Agenda

May 18-21, 2014

Below is the final agenda from the Patient Experience Summit with PDFs of presentations posted which have been authorized by the presenter. If a PDF is not posted, it means the presenter chose to not share his/her slides.

View the International Agenda




2014 Agenda

May 18 / Sunday

11:00am Registration Opens and Light Snacks
Exhibitor Viewing

Pre-Summit Track 1: Creativity and Innovation in Marketing and Communications

12:00pm Welcome
Paul Matsen, Chief Marketing and Communications Officer, Cleveland Clinic
12:10pm Track 1: Communicating Empathy
Sue Andrella, Senior Director, Media Production, Cleveland Clinic
James Merlino, MD, Chief Experience Officer, Cleveland Clinic
1:00pm Game Changers in Mobile Apps
Moderated by William Morris, MD, Associate Chief Medical Information Officer, Cleveland Clinic

Wayne Guerra, MD, Co-founder and Chief Medical Officer, iTriage
Imad Najm, MD, Director, Epilepsy Center, Cleveland Clinic
Andrei Pop, Chief Executive Officer, Human API
2:00pm From Point of Care to Care Everywhere
David Blair, Head, Industry for Healthcare, Google
3:00pm Break and Exhibitor Viewing
3:15pm The Rise of Audience as Competitive Asset
Jeff Rohrs, Vice President, Marketing Insight, ExactTarget and author of Audience: Marketing in the Era of Subscribers, Fans and Followers View PDF
4:00pm How the Startups Look at Engagement, Patients & Healthcare
Moderated by Chris Seper, Chief Executive Officer, MedCity Media
William Cast, Chief Executive Officer, NoMoreClipBoard.com
James Dias, Founder and Chief Executive Officer, Wellbe
Paul Sandberg, Co-founder and Chief Executive Officer, PHRQL
5:00pm Adjourn

Pre-Summit Track 2: Nursing: Synergy and Enhancement

12:00pm Welcome
Kelly Hancock, MSN, RN, NE-BC, Executive CNO, CCHS and Chief Nursing Officer – Cleveland Clinic
12:15pm Keynote - Compassionate Connectedness
Christy Dempsey, MSN, RN, MBA, CNOR, CENP, Chief Nursing Officer, Press Ganey
1:15pm Consistency in Best Practices at Intermountain Healthcare
Kim Henrichsen, RN, MSN, Vice President Clinical Operations and Chief Nursing Officer, Intermountain Healthcare
2:15pm Connected Care – Nursing’s Role in Care Coordination
Karen Fagnilli, BSN, RN, MPA, Regional Director, Vascular and Chronic Care Services, Cleveland Clinic View PDF
3:00pm Break and Exhibitor Viewing
3:15pm The Value of Patient Experience
Kelly Hancock, MSN, RN, NE-BC, Executive CNO, CCHS and Chief Nursing Officer – Cleveland Clinic
Chad Minor, MBA, Nursing Finance Director, Cleveland Clinic
3:30pm 5 in 5
Opportunity for Members of the Audience to Share their Best Practices and Ideas/Results.
5:00pm Sessions Adjourn
5:00pm Welcome Reception
Lakeside Courthouse
Special Add-on Course: Sunday Only – 8:00 am – 4:30 pm
Foundations of Healthcare Communication Course (registration is available through the Summit registration process)
For Physicians (MD and DO) OR Advanced Clinical Care Providers/Nursing/Administrators/Social Workers

The goal for the course is to raise awareness of interpersonal and communication skills that clinicians already possess, and to practice additional skills that can enhance their ability to build meaningful connections. By facilitating group interaction and ideas, an opportunity to share different approaches to solving communication challenges is created.

Effective teaching of communication skills has not been consistently included in medical training programs or continuing education courses. Relationship centered communication skills are essential to maintaining provider satisfaction, engagement, and confidence. Effective communication impacts patient safety, provider liability, quality, and is, at a more basic level, the right thing to do.

In a small, dynamic, peer-led setting, participants will learn the model, work in groups to practice skills and use peer feedback to explore different approaches. Difficult, real-life cases will be solicited from participants to have a facilitated-session implementing advanced communication strategies.

Cleveland Marriott Hotel – across the street from Cleveland Convention Center
Full Day Course $895.00 includes training, meals and materials – 8:00 am – 4:30 pm
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May 19 / Monday

7:00am Registration Opens
Exhibitor Viewing
Continental Breakfast – sponsored by from Speridian Technologies
8:00am Welcome
James Merlino, MD, Chief Experience Officer, Cleveland Clinic View PDF
Delos “Toby” Cosgrove, MD, Chief Executive Officer and President, Cleveland Clinic
Honorable Frank Jackson, Mayor, City of Cleveland
8:20am Hospital CEO Panel
Moderated by Susan Dentzer, Senior Policy Adviser, Robert Wood Johnson Foundation
Delos “Toby” Cosgrove, MD, Chief Executive Officer and President, Cleveland Clinic
Michael Dowling, MD, Chief Executive Officer, North Shore Long Island Jewish Health System
Robert Pryor, MD, President, Chief Operating Officer and Chief Medical Officer, Baylor Scott & White Health
Charles Sorenson, MD, President and Chief Executive Officer, Intermountain Healthcare
9:20am A Patient’s Story
Interview by Deirdre Mylod, PhD, Executive Director, Institute for Innovation; Senior Vice President, Research and Analytics, Press Ganey View PDF
9:50am Opening Speaker
The Heart of [Hospital]ity: Patient Satisfaction and The Healthcare Experience
Micah Solomon, Customer Experience Consultant and Author, Four Aces, Inc. View PDF
10:25am Break – sponsored by
Exhibitor Viewing
Ted Talk” – Aramark, Exhibit Booth #4
10:50am GE Kiva Concept Introduction
11:00am There’s More to Patient Care Than Just Patient Care: Social Determinants and the Patient Experience
Steven A. Wartman, MD, PhD, MACP, President and Chief Executive Officer, Association of Academic Health Centers View PDF
Sponsored by
11:30am Session to be Announced
James Merlino, MD, Chief Experience Officer, Cleveland Clinic View PDF
12:00pm Successfully Partnering with Patients and Families
Julie Moretz, Family Leader/Associate Vice Chancellor, Patient- and Family-Centered Care, University of Arkansas for Medical Sciences
Sponsored by
12:30pm Making a Difference for Patients: The Whole-Patient Approach
Calvin Schmidt, President, Cardiovascular & Metabolism, Janssen Pharmaceuticals, Inc., Johnson & Johnson
Lunch
1:00pm
1:30pm Keynote
Delivering Happiness
Jenn Lim, CEO and Chief Happiness Officer, Delivering Happiness View PDF

Breakout Session: 2:30 pm – 4:00 pm

2:30pm

Session A

Achieving Institution-wide Change on the Social Determinants of Health and the Patient Experience
Jay Gershen, PhD, DDS, President, Northeast Ohio Medical University View PDF
Paul Roth, MD, MS, Chancellor for Health Sciences, Dean, School of Medicine, and CEO of the UNM Health System, University of New Mexico Health Sciences Center View PDF

Session B

Measuring And Improving The Ambulatory Patient Experience
  • Patient Satisfaction & Engagement
    Lori Asmus, RN, Director of Primary Care Services, Pacific Medical Centers View PDF
  • The Patient Experience Journey
    Michael Hanson, Chief Operating Officer, Ministry Medical Group View PDF
  • Overview of AMGA's Patient Satisfaction Survey
    Mark Miller, MS, Director of Survey Studies and Research, American Medical Group Association View PDF
  • Customer Service
    Gus Taylor, Chief Administrative Officer, Florida Medical Clinic View PDF

Session C


  • Collaborating with Patients and Families to Reduce Falls and Enhance Safety
    Amy Knupp, MSN, RN, CNS, CPPS, Director, Nursing Quality Improvement and Patient Safety, The Ohio State University Wexner Medical Center
    Susan D. Moffatt-Bruce, MD, PhD, Chief Quality and Patient Safety Officer, The Ohio State University Wexner Medical Center View PDF
    Gene Parkinson, Patient/Family Advisor, The Ohio State University Wexner Medical Center
  • Engaging Patients and Families in Quality and Safety Performance Improvement
    Kathy Dutton, RN, MSN, NEA-BC, Senior Administrator, Office of Patient Experience, Vidant Medical Center View PDF
    Amy Jones, BS, RRT-RCP, Administrator, Office of Patient Experience, Vidant Health
    Melissa Thomason, Patient-Family Advisor, Vidant Medical Center, Vidant Health

Session D

Tactical HCAHPS Improvements
  • Voice of the Patient: Enhance Patient Access, Care, Quality and Value through Patient Experience
    Lori Diduch, Executive Vice President, People, Service & Performance, William Osler Health System View PDF
  • Ecology of Patients' Travel Experience in Wayfinding Situations
    Nayma Khan, Graduate Teaching Assistant /PhD Candidate, The University of Kansas, School of Architecture View PDF
  • An Innovative Approach to Accelerate the Patient Experience Around Communication of Medication
    Sandy Rush, BSN, MA, FACHE, System Director, Patient Experience, Dignity Health View PDF

Session E

Service Excellence
  • Sustaining an Environment of Service Excellence
    Lisa Arnet, MOL, Vice President of Corporate Relations, Horizon Health Services View PDF
    Christine Beechner, RN, Vice President, Patient and Guest Relations, Greenwich Hospital View PDF
  • Engaging Hearts and Minds: Unleashing a Culture of Caring in a Safety Net Hospital
    Sheila Moroney, Director, Patient Experience Services and Patient- and Family-Centered Care, Hennepin County Medical Center View PDF
  • Evaluating the Effectiveness of a Patient-Centered Culture Change Initiative: How Do We Know If We're There Yet?
    Deepa Shanadi, MPH, MS, Evaluator, Research and Evaluation Bureau, Kent State University View PDF

Session F

  • Perception is Reality: Marketing the Patient Experience
    Stewart Gandolf, CEO and Co-Founder, Healthcare Success Strategies View PDF
  • Delivering on Your Promises: Exceeding Expectations You Create in Marketing your Patient Experience
    Lonnie Hirsch, Co-Founder, Healthcare Success Strategies View PDF

Session G

Personal Values + Managing Our Emotions to be More Effectively Engaged
Shereen Eltolbgy, Happiness Development Diva, Delivering Happiness

Session H

Keep From Feeling Lost and Alone: Lessons Learned on Building a Physician Communication Program
Katie Neuendorf, MD, Director, Resident Training, Center for Excellence in Healthcare Communication, Cleveland Clinic
Susan Albers-Bowling PsyD, Staff, Wooster Family Health Center, Cleveland Clinic
Greg Gilot, MD, Center Director, Orthopaedic Surgery, Cleveland Clinic Weston
Alan Rosenthal, MD, Community Pediatrics, Cleveland Clinic Vicente Velez, MD, Director, Advanced Curriculum, Center for Healthcare Communication, Cleveland Clinic
Amy Windover, PhD, Director, Faculty Development for Center for Excellence in Healthcare Communication, Cleveland Clinic

Session I

Continuous Improvement (A) – Clinical Transformation – Moving Towards Lean Thinking
  • Cleveland Clinic: Care Paths and Reducing Unnecessary Variation
    Joseph Iannotti, MD, PhD, Chair, Orthopaedic & Rheumatologic Institute, Cleveland Clinic
    Rakesh Engineer, MD, Emergency Services, Cleveland Clinic
    Sharon Sutherland, MD, Obstetrics & Gynecology and Women’s Health, Cleveland Clinic
    Melissa Vandergriff, Sr Process Improvement Specialist, Cleveland Clinic View PDF

Session J

Continuous Improvement (B) –Value of Self Assessments to Propel Organizations Forward
  • Shingo Institute
    S. Max Brown, Director, Leadership & Education, Shingo Institute

Session K

Communications in a Changing Healthcare Environment
Moderated by Monica Robins, Senior Health Correspondent, WKYC
Janice Guhl Hammer, Director of Media, Public Relations & News Media, University Hospitals Health System
Dalal Haldeman, PhD, MBA, Senior Vice President, Marketing and Communications, Johns Hopkins Medicine
Terence (Terry) Lynam, Vice President, Public Relations and Chief Communications Officer, North Shore-Long Island Jewish Health System
Eileen Sheil, MPA, Executive Director, Corporate Communications, Cleveland Clinic
4:00pm Break – sponsored by
Exhibitor Viewing
“Ted Talk” – Emmi Solutions, Exhibit Booth #5

Breakout Session: 4:20 pm – 5:50 pm

4:20pm

Session A

Working on the Front Line: Real Examples of Addressing the Social Determinants of Health in the Health Care Setting
Ellen Lawton, JD, National Center for Medical-Legal Partnership, Department of Health Policy, School of Public Health & Health Services, The George Washington University View PDF
Sonia Sarkar, Chief of Staff to the CEO, Health Leads View PDF

Session B

Shared Decision Making: Connecting Patients and Providers
Richard Wexler, MD, Chief Medical Officer, Informed Medical Decisions Foundation View PDF
Leigh Simmons, MD, Clinical Director, Massachusetts General Hospital Shared Decision Making Program; Instructor in Medicine, Harvard Medical School View PDF
Charles Keller, MD, Physician Lead for Shared Decision Making, Mercy Clinics View PDF

Session C


  • The ETeam™, A New Patient Engagement Tool
    Chrissie Blackburn, MHA, Principal Advisor for Patient and Family Engagement, University Hospitals Case Medical Center View PDF
    Catherine Koppelman, RN, MSN, Chief Nursing Officer and Patient Experience Officer, University Hospitals Case Medical Center
  • The UW Health Journey to Patient and Family-Centered Care
    Sue Sanford-Ring, MHA, Vice President, Quality and Patient Safety, University of Wisconsin Hospital and Clinics (UW Health) View PDF

Session D

Tactical HCAHPS Improvements
  • From Fluffy and Fuzzy to Tangible and Tactical: Concrete Principles to Effect Transformational Change
    Miki Aso, Design Associate, Memorial Sloan Kettering Cancer Center
    Alice Ro, Senior Designer, Design Innovation Group, Memorial Sloan Kettering Cancer Center View PDF
  • Patient and Family Centered Care in Medical Grand Rounds: The Impact of Patients' Perceptions of Care on Physicians
    Maureen Fagan, DNP, WHNP-BC, FNP-BC, Executive Director, Center for Patients and Families, Brigham and Women's Hospital View PDF
  • Bringing the Patient Voice to Care Redesign
    Katherine Steinberg, MBA, MPP, Director, Institute for Innovation in Health, UCLA Health View PDF

Session E

Ethics and Spiritual Care: Synergies in 21st Century Healthcare
Moderated by Martin Smith, STD, Director, Clinical Ethics, Center for Ethics, Humanities and Spiritual Care, Cleveland Clinic View PDF
Anne Flamm, JD, Staff, Center for Ethics, Humanities and Spiritual Care, Cleveland Clinic
Rev. Amy Greene, D.Min., Director, Spiritual Care, Cleveland Clinic
Eric Kodish, MD, Professor and Chairman, Center for Ethics, Humanities and Spiritual Care, Cleveland Clinic
Rev. Brian Shields, Chaplain, Center for Ethics, Humanities and Spiritual Care, Cleveland Clinic
Sharon Unger, CCRN, CNRN, Assistant Nurse Manager, Cleveland Clinic
Introduction to Spiritual Care
Rev. Amy Greene, D.Min., Director, Spiritual Care, Cleveland Clinic

Session F

Arts in Medicine: Why Do We Need It? A Doctor's Perspective
Moderated by Iva Fattorini, MD, MSc, Chair, Global Arts and Medicine, Cleveland Clinic
Francois Bethoux, MD, Director, Rehabilitation Services, Mellen Center, Cleveland Clinic View PDF
Eugene Blackstone, MD, Head, Clinical Investigations, Heart and Vascular Institute, Cleveland Clinic View PDF
Elaine Schulte, MD, MPH, Professor and Chairman, General Pediatrics, Cleveland Clinic View PDF

Session G

Your Difficult Communication Challenges: Bring it On and Let’s Have Some Fun
Walter Baile, MD, Director, Program for Interpersonal Communication And Relationship Enhancement (I*CARE), Faculty Development , MD Anderson Cancer Center
J. Harry Isaacson, MD, Assistant Dean for Clinical Education and Associate Professor, Cleveland Clinic Lerner College of Medicine, Cleveland Clinic
Mary Beth Modic, DNP, RN, CNS, CDE, Clinical Nurse Specialist, Cleveland Clinic
Katie Neuendorf, MD, Director, Resident Training, Center for Excellence in Healthcare Communication Cleveland Clinic
Vicente (VJ) Velez, MD, FACP, FHM, Director, Advanced Curriculum, Center for Healthcare Communication, Cleveland Clinic

Session H

Continuous Improvement (A) - Clinical Transformation – Moving Towards Lean Thinking
  • Designing Patient Centered Standardized Discharge Work: A Study of Kidney Transplant Process
    Aravind Chandrasekaran, PhD, Assistant Professor, Management Sciences, The Ohio State University Fisher College of Business View PDF
    Susan Moffatt-Bruce, MD, PhD, Chief Quality and Patient Safety Officer, The Ohio State University Wexner Medical Center
    Todd Pesavento, MD, Professor, Clinical Nephrology, The Ohio State University Wexner Medical Center
    Peter Ward, Chair, Department of Management Sciences, The Ohio State University Fisher College of Business

Session I

Continuous Improvement (B) - Value of Self Assessments to Propel Organizations Forward
  • ThedaCare Center for Healthcare Value
    Mike Stoecklein, Director, Network Operations, ThedaCare

Session J

The Leader’s Role in Communications
Eric Silfen, MD, Senior Vice President and Chief Medical Officer, Philips Healthcare

Session K

The Value of Partnerships in Patient Experience
  • Creating a Stronger Working Partnership Between our MD and RN Infrastructure
    Michael Bennick, MD, Medical Director of the Patient Experience, Yale-New Haven Hospital View PDF
    Jeanette Hodge, Executive Director, Patient Experience, Yale-New Haven Hospital View PDFb
  • Co-Creating Experience: Technology, Analytics and the Future of Patient Engagement
    Paul Alexander Clark, Chief Executive Officer and Founder, SmartPatient View PDF
5:50pm Networking Reception presented by
6:45pm Dinner Program and Entertainment presented by
Dominick Farinacci, Musical Artist
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May 20 / Tuesday

7:00am Registration Opens
Continental Breakfast
Exhibitor Viewing
7:55am Welcome
Kelly Hancock, MSN, RN, NE-BC, Executive CNO, CCHS and Chief Nursing Officer – Cleveland Clinic
8:00am CNO Panel
Moderated by Kelly Hancock, MSN, RN, NE-BC , Executive CNO, CCHS and Chief Nursing Officer – Cleveland Clinic
Christy Dempsey, MSN, RN, MBA, CNOR, CENP, Chief Nursing Officer, Press Ganey
Kim Henrichsen, RN, MSN, Vice President Clinical Operations and Chief Nursing Officer, Intermountain Healthcare
Wilhelmina Manzano, RN, MA, NEA-BC, Senior Vice President and Chief Nursing Officer, New York Presbyterian Hospital
9:00am Rethinking Patient Experience in a Culture of Candor
Leah Binder, MA, MGA, President and Chief Executive Officer, The LeapFrog Group
9:30am Framework and Strategies for Engaging Health Care Users
Patrick Charmel, MPH, President and Chief Executive Officer, Griffin Hospital
Sponsored by
10:00am A Patient’s Story – Managing Change
Sam and Allana Guidry View PDF
10:30am Break and Exhibitor Viewing
11:00am Continuous Improvement in Healthcare
John Toussaint, MD, President and CEO Emeritus, ThedaCare Center for Healthcare Value View PDF
11:30am Involving Physicians: 3 Perspectives
Moderated by James Merlino, MD, Chief Experience Officer, Cleveland Clinic
Adrienne Boissy, MD, MA, Medical Director, Center for Healthcare Communication, Cleveland Clinic
Jessica Dudley, MD, Chief Medical Officer, Brigham and Women’s Physicians Organization
Thomas Lee, MD, Chief Medical Officer, Press Ganey
1:00pm Lunch
1:20pm A Patient’s Story
Interviewed by Matthew Walsh, MD, Chairman, Department of General Surgery, Cleveland Clinic
Tom Graham, MD, Cleveland Clinic View PDF

1:40pm Design Thinking in Healthcare
Tim Brown, Chief Executive Officer, IDEO View PDF

2:10pm Award Presentation

Breakout Session: 2:30 pm – 4:00 pm

2:30pm

Session A

Beyond the Scores: Optimizing Your Hospital’s Culture for Your Patients
  • Enhancing Learners’ Experience of Patient Experience: Strategies for Engaging Residents and Early Career Physicians
    Patrick Kneeland, Director Safety and Patient Experience, University of Colorado - Anschutz Medical Campus, Hospital Medicine Group View PDF
  • Cognitive Thresholds and Change: When Change Fatigue Hinders Patient Care Experience Innovation
    Elizabeth Harry, MD, Director, Quality Improvement, Metro Hospitalists; Medical Director, 9A Medical Telemetry, Presbyterian St. Lukes Medical Center View PDF
  • Effectively Engaging Physicians in the Patient Experience
    Diane Sliwka, MD, Associate Professor of Medicine, Division of Hospital Medicine, University of California San Francisco Medical Center View PDF

Session B

AHA - Working with Patients and Families to Achieve the Triple Aim
Moderated by Patrick Charmel, MPH, President and Chief Executive Officer, Griffin Hospital
Michael Barry, MD, President, Informed Medical Decisions Foundation View PDF
Lisa Freeman, Patient Advisor, Patient Advocacy of Connecticut View PDF
Deborah Visconi, MS, Director, Hospital Operations, Morristown Medical Center View PDF

Session C

Patient and Family Advisory Councils: Harvesting the Collective Patient Experience
Joseph Bianco, MD, Director, Primary Care, Essentia Health View PDF
Frank Fifo, Patient Partner, Essentia Health
Amy Vanderscheuren, MHA, Director, Patient and Family-Centered Care, Essentia Health

Session D

Architecture – Designing for Health and the Patient Experience
Moderated by William Peacock, III, Chief of Operations, Cleveland Clinic
Tye Farrow, FRAIC; Senior Partner, Farrow Partnership Architects View PDF
A. Ray Pentecost III, DrPH, FAIA, FACHA, President, Design and Health, LLC View PDF
George Tingwald, MD, AIA, Director, Medical Planning, Stanford University Medical Center View PDF

Session E

"What are we going to do about Dr Jones?": Coaching for Accountability, Experience, and Leadership
Moderated by Timothy Gilligan, MD, Co-director, Center for Healthcare Communication, Cleveland Clinic
Sharon Badgett-Lichten, LICSW, Graduate Certified Executive Coach, Service Excellence, Massachusetts General Hospital View PDF

Richard Frankel, PhD, Professor of Medicine Indiana University School of Medicine Thomas Lee, MD, Chief Medical Officer, Press Ganey

Session F

Employee Engagement and Culture
  • Engaging Leaders in Transforming Culture
    Alan Lee, MAS, Vice President, Support Services & Patient Centered Care, New York-Presbyterian Hospital
    Jaclyn Mucaria, Senior Vice President, Ambulatory Care and Patient Centered Services, New York-Presbyterian Hospital View PDF
  • 99th Percentile in Employee Engagement and Its Impact on Clinical Quality
    Mickey Foster, MHA, President, Annie Penn Hospital; Executive Vice President, Hospital Operations, Cone Health View PDF
    Debbie Green, DNP, RN, CENP, Robert Wood Johnson Executive Nurse Fellow, CH, Interim President, Behavioral Health Hospital; Vice President, Nursing & Patient Services, Annie Penn Hospital View PDF
  • When a Survey Isn’t Enough: A Case Study in Engagement
    Stacie Pallotta, MPH, Senior Director, Office of Patient Experience, Cleveland Clinic View PDF

Session G

Speak Up and Stay Alive – The Patient Experience: Many Voices, Many Answers
Pat Rullo, Author/Speaker/Radio Host-Producer, Speak Up and Stay Alive RadiOh!

Session H

Continuous Improvement (A) – Clinical Transformation – Moving Towards Lean Thinking
  • How Does Reducing Utilization Positively Impact Patient Care?
    Mark Froimson, MD, President, Euclid Hospital, Cleveland Clinic View PDF
    Robert Wyllie, MD, Chief, Medical Operations, Cleveland Clinic View PDF

Session I

Continuous Improvement (C) - Building CI Capability
  • Building a Model Area
    Chris Donovan, MBA, Executive Director, Fiscal Services, Cleveland Clinic View PDF
    Lisa Yerian, MD, Medical Director, Continuous Improvement, Cleveland Clinic View PDF

Session J

The Patient Experience Trifecta: Ignite the Passion, Change the Experience, Tell Your Story
Anthony Cirillo, FACHE, ABC, President, Fast Forward Consulting View PDF

Session K

Leveraging Technology to Activate and Empower Patients
(CEUs will not be offered for this session)
Devin Gross, Chief Executive Officer, Emmi Solutions
Raphaela O'Day, PhD, Behavioral Scientist, Wellness & Prevention, Inc., a Johnson & Johnson Company
4:00pm Break and Exhibitor Viewing
“Ted Talk” – Johnson & Johnson, Exhibit Booth #21

Breakout Session: 4:30 pm – 6:00 pm

4:30pm

Session A

Engaging Patients in Behavior Change and Decision-Making
Angie Hochhalter, PhD, Co-director, Patient Engagement and Safety Research Program in the Center for Applied Health Research, Baylor Scott & White Healthcare View PDF

Session B

Leveraging Volunteers to Improve Patient Experience
  • Pet Pals - An Introduction to Animal Assisted Activity in the Hospital Setting
    Barbara Nalette, CAVS, Director, Volunteer and Reception Services, University Hospitals Case Medical Center View PDF
  • Volunteers: A Valuable Piece to the Patient Experience Puzzle
    Fernanda Vessio, Director, Volunteer Services, Children’s National Health System View PDF
    Stefanie McAnall, Volunteer Team Leader, Children’s National Health System
    Katie Watts, Volunteer Team Leader, Children’s National Health System
  • An Evidence-Base Linking Volunteers and Patient Satisfaction
    Doug Della Pietra, Director, Customer Services and Volunteers, Rochester General Hospital

Session C

Designing Healthcare Environments
Moderated by William Peacock, III, Chief of Operations, Cleveland Clinic
  • Good Acoustics Matter: Using Evidence Based Design to Improve Patient Satisfaction and Enhanced Healthcare Environments
    Kenric Van Wyk, PE, EDAC, President, Acoustics By Design View PDF
  • Lighting in the Hospital Environment: Can Changes Provide for a Better Patient Experience?
    Esther Bernhofer, PhD, RN – BC, Nurse Researcher, Office of Research and Innovation, Cleveland Clinic View PDF
    Nazlie Latefi, PhD, Senior Research Associate, Pegasus Capital Advisors View PDF
    Robert Soler, Director, Lighting Research, Lighting Science View PDF

Session D

Cultural Competence for Latino and Minority Patient Populations
Elena Rios, MD, MSPH, President and Chief Executive Officer, National Hispanic Medical Association View PDF

Session E

Caring without Curing: Communication at End of Life
Richard Frankel, PhD, Professor of Medicine, Indiana University School of Medicine
Katie Neuendorf, MD, Director, Resident Training, Center for Excellence in Healthcare Communication, Cleveland Clinic

Session F

Reporting and Analytical Techniques to Leverage Survey Feedback
Moderated by Carmen Kestranek, MBA, Senior Director Experience Intelligence, Cleveland Clinic
Tiffani Darling, MNA, Patient Satisfaction Program Manager, Northwestern Memorial Hospital
Alan Dubovsky, Director, Customer and Physician Engagement, Emory Clinic View PDF
Deirdre Mylod, PhD, Executive Director, Institute for Innovation; Senior Vice President, Research and Analytics, Press Ganey View PDF

Session G

Making Access an Exceptional Service Experience
Jennifer Fragapane, Executive Director, Patient & Provider Relations, Cleveland Clinic
Holly Thacker, MD, Professor; Director, Center for Specialized Women's Health; Executive Director, Speaking of Women's Health
Lisa Griffin, Director, Access Optimization, Cleveland Clinic
Joelle LoFaso, Cleveland Clinic
Thomas Ptashnik, Senior Manager, Accenture

Session H

Continuous Improvement (A) – Clinical Transformation – Moving Towards Lean Thinking
  • Is Standardized Care a Good Thing?
    Lisa Yerian, MD, Medical Director, Continuous Improvement, Cleveland Clinic

Session I

Continuous Improvement (C) – Building CI Capability
  • Building CI Skills Across an Institute
    Art Thomson, Administrator, Digestive Disease Institute, Cleveland Clinic View PDF

Session J

WomenHeart National Hospital Alliance: A Partnership to Advance Women’s Heart Health and Improve Patient Outcomes
Mary McGowan, COO, WomenHeart: The National Coalition for Women with Heart Disease View PDF
Claire D’Andrea, RN, CHTP, CCRC, WomenHeart Champion, Patient Volunteer, Scripps Health
Ann de Velasco, RN, WomenHeart Champion, Patient Volunteer, Baptist Cardiac and Vascular Institute
Martha Gulati, MD, Director, Women’s Heart Program, The Ohio State University Wexner Medical Center
Lisa Hulick, WomenHeart Champion, Patient Volunteer, Texas Heart Institute
Rebecca Trahan, WomenHeart Champion, Patient Volunteer, Texas Heart Institute
6:00pm Adjourn
Open Evening

Networking Reception and Tours of the Global Center for Healthcare Innovation
Atrium of GLOBE
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May 21 / Wednesday

7:00am Registration Opens
Continental Breakfast
Exhibitor Viewing
8:00am Round Table Discussions
Open to non-Cleveland Clinic Attendees
Table Discussion Topics and Pre-registration available during the online registration process
9:15am Knowledge is Power: The New, Central Role of Information Exchange in the Patient Experience
David Schlanger, Chief Executive Officer, WebMD View PDF
9:45am Improving the Patient Experience Through Emotional Connectivity
Gerard van Grinsven, President and Chief Executive Officer, Cancer Treatment Centers of America View PDF
10:15am GE Kiva Review and Wrap Up
10:35am Break and Exhibitor Viewing
Ted Talk” – Smarter LifeStyle Network, Exhibit Booth #6

Breakout Session: 11:00 am – 12:30 pm

11:00am

Session A

Scientific Poster Session
  • Patient Experience + Employee Engagement = Success!!!
    Becky Spudich, MSN, RN, Manager Patient Experience, Cleveland Clinic-Lutheran Hospital View PDF
  • Patient Engagement Technology Improves HCAHPS Scores at 17 Hospitals Across the U.S.,
    Michael Bechtel, MHA, FACHE, Regional Director, Emmi Solutions View PDF
  • Immediate Feedback: A Collaborative Effort Between Nursing and Physicians to Improve Physician Communication
    Stacey King, MSN, RN, NE-BC, Director of Nursing, Lancaster General Hospital View PDF
  • Patient Liaison Program: An Effective Method to Promote a Positive Patient Experience
    Janet Shenal, RT, MRT, Patient Liaison Program Coordinator, Cleveland Clinic-Taussig Cancer Institute View PDF
  • Understanding and Unlocking Empathy: How to maximize patient interactions by discovering how patients experience and react to clinical communication
    William Merchant, Kent State University View PDF
  • Using Patient Activation to Transition Patients from Hospital to Home
    Mary McLaughlin Davis, DNP, MSN, APRN, ACNS-BC, CCM, Director of Care Coordination, Cleveland Clinic-Lakewood Hospital View PDF
  • LIJMC Chaplaincy Redesign: An Interfaith Approach
    Nicole Giammarinaro, RN, MSN, Manager, LIJMC Department of Patient & Family Centered Care, Long Island Jewish Medical Center View PDF
  • How a Culture of “Commitment to Respect” Enhances Quality of Care and Patient Satisfaction
    Scott Flamm, MD, MBA, Head, Cardiovascular Imaging, Cleveland Clinic: Imaging Institute View PDF
  • Does Short Cycle Feedback as a Means to Change Caregiver Behavior Work?
    Maged Rizk, MD, Quality Improvement Officer, Digestive Disease Institute, Cleveland Clinic: Digestive Disease Institute View PDF

Session B

Pediatric Patient Experience
  • To Poke or Not to Poke, That is the Question! A Children's Hospital Initiative to Decrease Vascular Access Attempts
    John Baker, MSN, MBA, RN, NE-BC, Assistant Director of Nursing, Cleveland Clinic Children’s
    Jane Hartman, MSN, RN, CNP, Pediatric Clinical Nurse Specialist, Cleveland Clinic Children’s View PDF
  • Using Next Generation Patient Engagement Technology to Elevate the Pediatric Care Experience
    Edward Martinez, Senior Vice President & Chief Information Officer, Miami Children's Hospital
  • Compassionately Supporting Both Hope and Grief
    Ray Morrison, MD, Division Chief, Critical Care, St. Jude Children’s Research Hospital View PDF
  • The Children’s National Patient Experience
    Rahul K. Shah, MD, MBA, President, Medical Staff; Associate Surgeon-in-Chief, Children’s National Medical Center View PDF

Session C

Patient Experience in the Ambulatory Setting
  • Creating a Positive Patient Experience in Imaging
    Laura Shepardson, MD, Patient Experience Officer, Imaging Institute; Associate Director, Breast Imaging, Cleveland Clinic View PDF
  • Enhancing Patient Access in Ambulatory Pediatric Sub-specialty Care
    Martha Parra, MSN, RN, Associate Administrator/Operational Finance, Nemours/Alfred I. duPont Hospital for Children View PDF
    Paul Rosen, MD, MPH, MMM, Clinical Director, Service and Operational Excellence, Nemours/Alfred I. duPont Hospital for Children

Session D

Patient Experience in the Emergency Department
  • Overcoming 3 Floors of Experience Challenges in a Space-Limited Academic Emergency Department
    Michael Fitch, MD, PhD, Associate Professor, Department of Emergency Medicine, Wake Forest School of Medicine View PDF
  • Implementing a Program to Improve your HCAHPS and ED Patient Satisfaction Scores
    Kelly Briggs, MBA, RN, NE-BC, Administrative Director, Hackensack University Medical Center
    Doug Finefrock, DO, Vice-Chair, Emergency Department and Director, Residency Program, Hackensack University Medical Center View PDF
  • Patient Experience in the ED: Challenges and Opportunities
    Stephen Meldon, MD, Director, Emergency Department, Cleveland Clinic main campus; Vice-Chair Emergency Services Institute, Cleveland Clinic Health System View PDF

Session E

Patient Experience Improvement Strategies
  • Deliver Value by Design with the Patient and Family Centered Care Methodology: Improve Experiences and Outcomes While Reducing Costs
    Pamela Greenhouse, MBA, Executive Director, PFCC Innovation Center of UPMC View PDF 1, View PDF 2, View PDF 3
  • Successful Patient Retention Strategies: Where Talent and Technology Merge
    Anne McLain, Patient Retention Director, Cancer Treatment Centers of America View PDF
  • The Power of Peer Coaches: Leveraging the Grassroots Passion for Patient Experience
    Shannon Morris, PMP, MSOD, CELDC, Service Excellence Program Coordinator, Children's National Health System View PDF
  • Patient Experience Improvement Strategies
    Joyce Arand, MS CNS RNC NEA-BC, Director, Nursing Women and Children’s Services, Fairview Hospital
    Deborah Small, RN, MSN, NE-BC, Chief Nursing Officer/Vice President Patient Care Services, Fairview Hospital A Cleveland Clinic Hospital View PDF
    Mary Beth Thoburn, Director, Patient Care Services, Fairview Hospital

Session F

Continuous Improvement (C) - Building CI Capability
  • Lean Leadership Development Program: Cardinal Health Case Study
    Bill Owad, Senior Vice President Operational Excellence, Cardinal Health View PDF
    Mark Reich, Director, Strategy and Operations, Lean Enterprise Institute

Session G

Continuous Improvement (D) - Case Studies on Patient Experience and CI
Eric Holizna, MBA, Continuous Improvement Director, Cleveland Clinic
Donna Oliver, BSN, MBA, Director, Office of Patient Experience, Cleveland Clinic View PDF

Session H

Healing Services and its Impact on the Patient Experience
  • Holistic Initiatives in Healthcare: The Cleveland Clinic’s integration of Healing Services and Code Lavender to improve Patient Experience
    Barb Johnson, RN, Manager, Healing Services, Cleveland Clinic View PDF, View PDF 2
  • Reducing Compassion Fatigue and Building Cultural Competence Using Texts
    Linda Golding, MA, BCC, Chaplain, New York-Presbyterian Hospital View PDF
  • Yoga and Transplant; A Perfect Cross Match
    Stephanie Benchwick, Assistant Nurse Manager, Cleveland Clinic
    Justin Williams, BSN, Nurse Manager, Cleveland Clinic View PDF

Session I

Patient and Family Engagement
  • Collaborating to Create Empathic Patient Engagement Tools: How Effective Communication Tools Reduce Anxiety & Improve Outcomes
    Geri Lynn Baumblatt, MA, Editorial Director, Emmi Solutions View PDF
    Corey A. Siegel, MD, MS, Director, Inflammatory Bowel Center, Dartmouth-Hitchcock Medical Center
  • Speak Up! And Listen Up!
    Markirit Armutlu, BSc, MSc, PSO, Quality Program Coordinator, Jewish General Hospital View PDF
    Bernie Weinstein, Patient Advisor, Jewish General Hospital
12:30pm Adjourn

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I feel inspired to start new conversations about how we can enhance the patient experience.

- 2012 Summit Attendee

As a new manager, it has been an excellent opportunity to learn
the fundamentals of the patient experience.

- 2013 Summit Attendee

…a conference like this inspires us to keep our part in this global reach to make excellent care better for more people everywhere and every day.

- 2013 Summit Attendee

This conference energizes me to communicate more effectively with
the people I work with and the inspiration to not give up.

- 2013 Summit Attendee

Many aspects discussed at this conference will be included in a comprehensive vision and plan to address my organization’s culture and patient experience.

- 2013 Summit Attendee

Will stress to leadership that we will not change culture with half measure:
we must commit and act.

- 2013 Summit Attendee

Thank you for taking the bold move to reframe the patient and family experience and bringing these fabulous experts together for our benefit.

- 2013 Summit Attendee

Hospital CNO panel – these women are rock stars!

- 2013 Summit Attendee

The underlying humor expressed frequently underscored the incredible
human element – essential in empathy and coping skills.

- 2013 Summit Attendee

The CEOs are incredible; such passion, honesty and dedication.

- 2013 Summit Attendee

Having all these experts in panel discussions was great. The entire summit was awesome.

- 2013 Summit Attendee