May 18-21, 2014
We continue to build the best agenda for the summit. Please check back for updates on specific didactic and breakout sessions and keynote address topics. Below is the agenda from the 2013 Summit
|11:00am||Registration & Refreshments|
Media/Marketing: Leveraging Marketing and Communications Programs
|12:00pm||Welcome Sue Omori, Cleveland Clinic|
The Power of Today…Giving Meaning to Accessibility and Patient Experience
Cynthia Galbincea, Cleveland Clinic
In less than 2 years, more than 1 million patients have booked "same day" appointments at a Cleveland Clinic facility. This novel campaign provides timely and convenient access for patients, fills appointment slots vacant as a result of last-minute cancellations, and makes Cleveland Clinic care accessible and approachable to everyone.
Social Media for Customer Service in Healthcare (aka "social care")
Gadi BenMark, NM Incite
Patients are increasingly being "trained" by companies to seek customer service on Twitter and Facebook. Many prefer it to phone-based channels, and the economics make it appealing across the healthcare value chain. How do you make the business case? What are the key ingredients of successful "social care" programs? What are some best practices? How do you organize for, manage, and measure "social care"? These are the key questions this session will address.
Online Patient Panels: Harnessing the Power of the Patient
Michelle Frietchen, Cleveland Clinic |
Mark Rothwell, Dean Clinic
The ability to use online tools has revolutionized market research. In a fraction of the time and budget of traditional market research, hospitals can get valuable, timely patient feedback on everything from patient bills, to effective nursing communication to hospital artwork. Learn how to create, manage and recruit for an online patient panel. Specific research examples will be shared as well as how research from the online patient panel was used to create patient-centered programs and improve the patient experience.
Mobile: The Ultimate Game-Changing Patient Empowerment Technology
Paul Alexander Clark, SmartPatient|
Healthcare marketing leaders' worlds dramatically changed in the last few years. Healthcare reform and new financial models fundamentally transform the actual product from simply health service delivery to managing population health. Far more revolutionary – and largely unnoticed – are mobile technology innovations.
This presentation will review the confluent trajectory of mobile devices, patient empowerment and the application of tactics, tools and technologies to engage patients and achieve a better health system.
Word of Mouth – Engaging Patients through Social Media
Julia Ward, Cincinnati Children's Hospital Medical Center|
Learn how Cincinnati Children's is leveraging social media platforms to engage patients and generate word-of-mouth for specific enterprise initiatives. This presentation features a case study on how marketing partnered with Dr. Marc Levitt, director of the Colorectal Center at Cincinnati Children's to reach a new patient population and is building on that success to scale up social marketing for its niche and novel "destination programs" nationally. You'll also learn how Cincinnati Children's is opening a new channel of communications for local market initiatives by leveraging its social media properties and engaging "mommy bloggers" in its own backyard.
|5:00pm||Adjourn WELCOME RECEPTION|
Nursing: Creating Synergy in Healthcare
TEAM INTELLIGENCE: THE PATHWAY TO EXEMPLARY INTERPROFESSIONAL PRACTICE
Suzanne Gordon, Journalist and Author|
Nurses consider themselves to be patient advocates. Their advocacy is in the service of patient safety and the best experience for the patient. Advocacy is not possible if nurses do not develop the kind of team intelligence necessary to produce quality results. This keynote will consider the concept of team intelligence which is the foundation upon which genuine teamwork is built. It will explore how nurses can develop team intelligence within their own profession and advocate for the promotion of team intelligence throughout healthcare.
Nurturing the Moral Imagination
Lucia Wocial, PhD, RN, Fairbanks Center for Medical Ethics
If our past is any indication of our future, we know that advances and changes in healthcare delivery will lead to ethical dilemmas and conflicts, the nature of which we cannot yet fully appreciate but can with thoughtful reflection imagine. This presentation will explore what nurturing the moral imagination can do for nurses as they learn to apply abstract ethics concepts to their practice and develop their moral competence
|2:00pm||Nurse Physician Collaboration Sandra Siedlicki, PhD, RN, CNS, Cleveland Clinic|
Humanizing and Demystifying the Patient Experience: Creating an Inspired Paraprofessional Workforce
Linda Woodard, MBM, Cuyahoga Community College|
Marquita Rockamore, BA, GCDF, Cuyahoga Community College
This workshop will provide insight to a professional development course that focuses on the soft skills and life skills needed to succeed as a paraprofessional in a healthcare environment. Program components such as personal qualities, diversity and cultural fit, effective listening, team work and the importance of HCAPH scores to your organization are designed to ensure that the paraprofessional models empathy and service excellence needed to succeed in the workplace.
Beyond Standing In Their Shoes: Projecting Empathy From Your Feet Up
Kirste Carlson, DNP, CNS, Cleveland Clinic
In this session we will focus on how our embodied self-awareness (the ability to pay attention to our own sense experience the moment) can enable us to better convey our empathy to others in clinical situations, and make our work less draining and stressful for us. The bulk of the time will be spent in experiential exercises followed by solo and shared reflection on participants' resulting self-discoveries. Breathing, posture and grounding of one's own weight in relationship to the other will be emphasized.
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May 20 / Monday
James Merlino, MD, Chief Experience Officer, Cleveland Clinic
Toby Cosgrove, MD, Chief Executive Officer and President, Cleveland Clinic
Susan Dentzer, Former Editor-in-Chief, Health Affairs; Senior Policy Adviser, Robert Wood Johnson Foundation
|9:00am||Hospital CEO Panel|
Moderator: Susan Dentzer
Toby Cosgrove, MD – Cleveland Clinic
Marc Boom, MD – The Methodist Hospital System
David Feinberg, MD – UCLA Hospital System
|10:00am||CEO Hospital Keynote Address|
Marc Boom, MD
|10:20am||CEO Hospital Keynote Address|
David Feinberg, MD
|11:10am||A Patient Story - Video Presentation|
Steve & Pam McCary
|11:30am||Framing a Patient Experience Strategy Around What Patients Want|
James Merlino, MD
|11:50am||An Outsider Perspective on the Cleveland Clinic Patient Experience Journey and What You Can Learn From It|
Ananth Raman, PhD, Harvard Business School
Beyond "Magic Bullets": Enhancing the Patient Experience Through New Models and Approaches|
Michael Yang, Janssen
The era of integrated health care solutions that are outcome-oriented and patient-centered is here. It’s time to focus not only on products but on patients—not just on innovations but on outcomes—not on isolated therapies but on integrated systems—not on producing “magic bullets” but on developing the capacity to hit the target and measure the results. To transcend magic bullets is to enlarge innovation to encompass not only medical innovation but also the broad systems that deliver them, that shape the patient experience and that—often as much as therapies themselves—help determine clinical outcomes.
|1:30pm||Networking Break and Abstract Viewing|
Afternoon Breakout Session A
Creating and Sustaining a Culture Service Excellence
How to Turn Around a Culture – Ioan Duca, Customer Service Professional|
Culture – Julia Gometz, The Brandful Workforce™
Building a Team to Instill a Culture of Empathy – Sanjay Malaviya, RL Solutions
Many healthcare organizations have found creating, implementing and sustaining a service based culture to be a challenge, but one well worth the effort. Through a conversational Q&A format, learn from industry leaders as they share experiences, strategies and tactics to successfully embed service as a core component of organizational culture.
HCAHPS Domain Solutions
Medication Communication – Michael Bennick, MD, MA, FACP|
Staff Responsiveness – Tammy Richards, RN, MSN, Intermountain Healthcare
Discharge Communications – Rebecca Zuccarelli, MPH, Johns Hopkins Health System
Nurse Communication – Sue Collier, MSN, RN, NEA-BC, Chief Nursing Officer, Hillcrest Hospital
Hospitals will share solutions to improving specific HCAHPS domains that impact value-based purchasing. Various hospital caregivers will provide insight on their approach to solutions and how they implemented them to ensure patient centered quality care.
Team Intelligence: Building the Necessary Skills to Create the Best Patient Experience
Suzanne Gordon, Journalist and Author
There has never been more talk of teams and teamwork in healthcare. But what does it take to work on a team. What infrastructure must be built if teamwork is to be not just rhetoric but reality? What skills must be taught and how must they be taught in order to make the patient safety a reality and the patient experience not only satisfactory but superb? This workshop will explore the skills needed to develop and promote team intelligence in healthcare settings.
Afternoon Breakout Session B
Enhancing the Patient Experience…Consumers with Schizophrenia and Bipolar I Disorder
Presented and Facilitated by Janssen|
Moderator: Monica Oss, MS, OPEN MINDS
Kristi Mock MSW, LCSW, Mental Health Center of Denver
Esther Pla, RN, Connections. Health. Wellness. Advocacy.
Xavier Amador, PhD, LEAP Institute
The goal of this workshop is to demonstrate why the patient experience is important when treating patients with schizophrenia or bipolar I disorder. During the presentation, a panel will present and discuss current examples of programs designed to help improve the patient experience.
Patient Experience in the Continuum of Care
Moderator: Joshua Miller, DO, Cleveland Clinic|
Home Health Care – Judy Jourdan, MSA, OTR, Memorial Home Care
Emergency Room – Stephen Meldon, MD, Cleveland Clinic
Physician Practice – Joshua Miller, DO, Cleveland Clinic
Ambulatory – Gaye Smith, Vanderbilt University Medical Center
Learn key drivers to improve patient satisfaction in unique care settings. This session will focus on varying processes in separate care areas that share a common thread of enhancing patient experience.
Improving Patient Experience in Pediatric Hospitals
Moderator: Mary Anne Hilliard, Esq, BSN, CPHRM, Children's National Medical Center|
Anne Boat, MD, Cincinnati Children's Hospital Medical Center
Janie Burke, MBA, BSN, RN, CPN, Cleveland Clinic Children's Hospital
Janet Cross, MEd, CCLS, Monroe Carell Jr. Children's Hospital at Vanderbilt
Mary Anne Hilliard, Esq., BSN, CPHRM, Children's National Medical Center
Pediatric hospitals have a long history of family centered care models that have been replicated by other specialties in recent years. Learn what pediatric hospitals are doing beyond sustaining their historical culture to provide patients and families with first class care experiences
|5:00pm||Reception / Tours
Cleveland Clinic Facilities|
Session DetailCleveland Clinic Art Collection
Main campus tours provide visitors with a general history and overview of Cleveland Clinic. Stops on the hour-long tour include the original clinic building, the Sydell and Arnold Miller Family Pavilion and Miller Rooftop, the VIP nursing unit, Glickman Tower, Crile Building and the Lerner Research Institute.
Enjoy a tour of intriguing highlights from Cleveland Clinic's Art Collection including site-specific commissions led by Curators and Docents. Cleveland Clinic is a great place to experience contemporary art in an environment that encourages healing and supports the innovations of medical professionals.
Dinner and Program
Sponsored by Johnson & Johnson©
Cleveland Clinic Musicians in Residence
Mary Beth Ions
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May 21 / Tuesday
|7:30am||Breakfast Program TBD|
Morning Breakout Session A
From Passion to Purpose: Succeeding as a Patient Experience Professional
Nina Setia, New York Langone Medical Center
Many of us are drawn to healthcare because of our passion to help those in need. We often think that role can only be clinical. Patient experience professionals can actually help the clinician be more successful and provide better care to patients, as measured by HCAHPS and patient satisfaction results. Nina Setia will discuss success factors for a career path in patient experience, including turning that passion into practical skills and behaviors, and help you stand out from the other professionals in this field. Learn about her journey to success, including overcoming barriers even in the most trying of times, such as Hurricane Sandy.
Establishing and Sustaining Patient and Family Advisory Councils
Moderator: Adrienne Boissy, MD, Cleveland Clinic
Kathy Leonhardt, MD, MPH, Aurora Health
Sandra Rush, BSN, MA, Dignity Health
Patti Substelny, Patient Advisory Council Member
Patient and Family Advisory Councils afford amazing opportunities for health care providers to capture ideas for better patient care and experience directly from patients and families. This session will demonstrate the value of Patient and Family Advisory Councils, present success stories and lessons learned, and provide tools focused on the process and structure required when establishing these advisory councils. Additionally, strategies to develop Patient and Family Advisory Councils in larger health system environments will be shared.
Themes As the Foundation of Truly Differentiated Patient Experiences
Diane Stover Hopkins, Beacon Health System (Workshop)
The foundation of a thoughtful and deliberately designed patient experience is the theme of the experience. Application of themes offers a framework for new ways to delight patients and families and differentiate from other providers. Diane Stover Hopkins will provide an overview of how themes have been successfully applied in health care and other industries and she will lead attendees in an exercise to practice using themes so you're ready to apply the lessons when you're back at work. She will also provide a How To list of ways to engage caregivers in developing themes and consistently creating exceptional experiences for every patient, every day.
Putting It All Together – Integrating Data, Leadership and Best Practices Into A Service Roadmap for Your Organization
Richard Evans, MA, Massachusetts General Hospital (Workshop)
How do you implement an approach to service improvement that doesn't end up being a "flavor of the month" or feels disconnected from other major organizational initiatives? This session will provide a practical framework for creating and implementing a comprehensive service roadmap for your organization. The session will outline essential components of a service strategy and help you to choose and prioritize areas of focus. Finally, this session will provide practical tools for integrating your data, leaders and best practices into an approach that will be able to produce sustainable results.
Communicate with H.E.A.R.T.℠: Service Excellence in Action!
Creating, implementing and sustaining a service excellence platform across a healthcare system can be a challenging endeavor. However, it's also highly rewarding and can serve as THE foundation for a culture conducive to positive patient experience. Learn how Cleveland Clinic developed a service excellence model, implemented it across 43,000 caregivers (employees), assessed its effectiveness and is now sustaining it. This interactive workshop will allow participants to consider Cleveland Clinic's successes and lessons learned while taking time to reflect on how this relates to their own organizations.
Make Your Efforts Count: Balancing Strategy and Resources in an Increasingly Transparent and Regulated Environment
Mary Linda Rivera, RN, ND, Cleveland Clinic; Carmen Kestranek, Cleveland Clinic
Regulatory pressures are increasing and performance based pay is here to stay. Learn how to leverage your patient feedback to prioritize your strategy and resources. Drive performance improvement in patient experience by creating and sustaining best practices in an integrated environment.
The Importance of Caregiver Presence: Improving Patient Experience with Innovative Techniques that Bring Awareness and Presence to Staff Response
Barb Johnson, RN, Cleveland Clinic
This session will address the importance of staff response and presence and innovative techniques to teach caregivers awareness, examples and practices to improve patient experience with presence. Barb Johnson will share with the audience and interactively exhibit what presence is, how difficult it is for staff to become aware of their own presence and provide tools to help improve and teach presence.
Roundtable Discussions presented by the Association for Patient Experience
Morning Breakout Session B
Healthcare Design - The Patient's Room
Moderator: William Peacock, III, Cleveland Clinic
Phillip LiBassi, AIA, ACHA, Westlake Reed Leskosky
Nicholas Watkins, PhD, BBH Design
Nelita Zytkowski, Cleveland Clinic Health System
The patient's room is a critical piece of the overall experience of a patient and their family. Research findings, care delivery models and patient expectations are putting into question past assumptions and challenging us to rethink this environment. This panel of experts will share emerging ideas of the patient room.
Arts & Medicine 101
Moderator: Maria Jukic, Arts & Medicine Institute, Cleveland Clinic
Anita Boles, Arts and Health Professional
Iva Fattorini, MD, Cleveland Clinic
Johanna Rian, Mayo Clinic
Elaine Sims, University of Michigan Hospitals
The goal of the panel is to introduce the concept of Arts and Medicine in a hospital environment, share programs and best practices from several hospitals, and provide take home tools for the audience to create arts programs in their home institutions, whether large, full-funded programs or smaller programs, with no or limited funding.
Diversity and the Patient Experience
Moderator: Linda Bradley, MD, Cleveland Clinic
Debbie Fischer, BSc, MHA, CHRP, ICD.D , Mt. Sinai
Alicia D.H. Monroe, MD – University of South Florida College of Medicine
Marc Nivet, EdD, AAMC
Healthcare systems must continue to seek, embrace and develop solutions to respond to an increasingly heterogeneous patient base. This process starts with a culturally competent, diverse and inclusive workforce. Learn the value and importance of building a foundation of skills and knowledge to effectively impact patient satisfaction in a time of increased transparency and healthcare reform.
How to Improve Access to Healthcare
Moderator: Cindy Hundorfean, Cleveland Clinic
Same Day Appointments - Rodina Bizri-Baryak, Cleveland Clinic
Physician Referrals - Jennifer Fragapane, Cleveland Clinic
Throughput and Hospital Transfers - Rita Pappas, MD, Cleveland Clinic
The Provider/Operations Perspective - Meghan Snow, MHA, Cleveland Clinic
The Press Ganey Philosophy Moderator: Patrick Ryan, Chief Executive Officer, Press Ganey
Irwin Press, PhD, Co-Founder, Press Ganey
Dierdre Mylod, PhD, Vice President of Hospital Services , Press Ganey
Afternoon Breakout Sessions
Breakout AHow to Build a Communication Skills Program for Physicians
Moderator: Adrienne Boissy, MD, MA, Cleveland Clinic
Edward Benzel, MD, Cleveland Clinic
Timothy Gilligan, MD, Cleveland Clinic
Vicente Velez, MD, Cleveland Clinic
Amy Windover, PhD, Cleveland Clinic
Strategies to Engage Physicians
Moderator: Brian Donley, MD, Lutheran Hospital
James Merlino, MD, Cleveland Clinic
Engaging the Team
Moderator: Chad Brough, Cone Health
Operations – Peter Aguilar, New York Langone Medical Center
Caregiver Engagement – Chad Brough, Cone Health
Volunteers and Patient & Family – Jeanette Hodge, Yale-New Haven Hospita
Pharmacy – Scott Knoer, MS, PharmD, FASHP, Cleveland Clinic
Providing patient centered healthcare is a team sport that starts when a patient first interacts with an employee of the hospital or care provider. All Cleveland Clinic employees are known as Caregivers regardless of whether they provide direct or indirect care. Learn best practices and tools the panel of hospitals use to engage all employees into a culture of valued care behaviors.
Hospital CNO Panel
Moderator: K. Kelly Hancock, MSN, RN, NE-BC, Executive Chief Nursing Officer, Cleveland Clinic
Heidi Crooks, RN, MA, Chief Nursing Officer, UCLA
Marilyn Dubree, MSN, RN, NE-BC, Vanderbilt University Medical Center
Deborah Small, MSN, RN, NE-BC, Cleveland Clinic Health System and Fairview Hospital
Chief Nursing Officers from across the United States will provide insight through a panelist Q&A session and address the following topics:
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May 22 / Wednesday
Patient Experience Challenges and Strategies Internationally
Half Day Session for International Attendees
Full agenda will be confirmed soon. Please check back for details.
Foundations of Healthcare Communication Course Wednesday, May 22 – Full Day Course for Physicians (MD and DO)
$295.00 includes training, meals and materials
This program is designed to help physicians understand techniques to improve the way they communicate with patients. Improving the way physicians communicate with patients is essential to providing an excellent patient experience. Effective communication impacts patient safety , quality, and is just the "right thing to do." More importantly, communication is what we would want for ourselves or our families if we were on the other side.
With limited time for patient interaction and an increasingly complicated patient population, strong communication skills are essential for physicians in order to have meaningful relationships with their patients. The Cleveland Clinic model of healthcare communication specifically addresses these facets of successful patient-physician relationships and serves as a guide for having conversations with patients. In a small, dynamic setting, participants will learn the model, work in groups to practice skills and develop solutions to their own challenging cases. For more information, please contact Jessica Crow at (216) 445-1045 or firstname.lastname@example.org.
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