2023 Patient Experience Summit

 

Sept 11-12, 2023 * Grand Hyatt Nashville * Nashville, TN

2023 Patient Experience Summit

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About the Conference:

Meeting patients’ needs and improving financial performance have become major focus areas for hospital and health system executives facing payment pressures and the market shift towards patient-centered and value-based care. And as patients increasingly shop for healthcare services, enhancing patient experience is regarded as a potential driver of hospital performance, since it may build reputation and brand, strengthen customer loyalty, and boost utilization of hospital services through increased referrals to family and friends. In addition, hospitals’ reimbursements from private insurers and Medicare are increasingly tied to quality performance metrics that capture patient experience as well as clinical outcomes. And improving patient experience is one of the fundamental concepts underlying the Triple Aim approach to optimizing health system performance. And overall, good patient experience is an important outcome unto itself, as patients intrinsically value the interpersonal aspects of the clinician-patient relationship, such as compassion, communication, and an overall sense of being treated with dignity and respect.

This conference will explore how good patient experience is associated with higher hospital profitability and better care. Learn mechanisms through which patient experience can improve financial performance and patient-centered care and understand why patient experience is now nationally – and globally – recognized as an independent dimension of healthcare quality. Gain insights from sessions that will dive into topics such as how to improve patient experience in the emergency department, engaging physicians, how to leverage technology, driving a strong patient experience culture, digitization, team-based care, communication strategies, patient journey mapping, and more

Who Should Attend?
From Hospitals/Health Systems/Health Plans

  • CEO’s
  • Medical Directors
  • Chief Experience Officers
  • Clinical Advisory Services
  • Operations Directors
  • Director of Strategy
  • Patient Care
  • CFO’s
  • COO’s
  • Nursing
  • Physicians
  • Director of Quality
  • eHealth
  • Patient Engagement
  • Medical Information Officers
  • Marketing Directors
  • R & D
  • Innovation
  • Product Managers
  • Patient Advocate
  • Clinical Operations
  • Clinical Informatics
  • Health Innovations

Also of Interest to Vendors/Solution Providers

Conference Agenda

Day One - Monday, September 11, 2023

7:15am – 8:00am
Conference Registration & Networking Breakfast 

8:00am – 8:10am
Chairperson’s Opening Remarks 

8:10am – 8:50am
Engaging Physicians to Enhance the Patient Experience
It has become clear that patients care about both clinical quality and service satisfaction and don’t necessarily differentiate the two. With the advent of extensive publicly available information about both clinical quality and service satisfaction, providers must examine how well they are meeting patient expectations and work to identify tactics to improve patient service. As part of this effort, they must enlist physicians as partners in understanding and eliminating patient service dis-satisfiers. This session will explore strategies to engage physicians in enhancing the service satisfaction dimension of the patient experience with a focus on early lessons learned from the field.

Liza Di Leo Thomas, MD, CPXP, FACEP
Medical Director, Patient and Provider Advocacy
Senior Physician, Emergency Medicine
Ochsner Health

8:50am – 9:30am
Using Patient Experience to Drive Improvement
This session will explore the proven data collection techniques of experience-based design to truly understand your patients’ needs, drive quality improvement efforts, and prompt staff innovation and engagement. There are many ways to embed the patient’s voice in re-designing processes. Often, old processes are designed more around the resources available and less around the patient experience. When patient focus groups are used, sometimes we don’t know what to do with all the results. We’ll discuss on how to use the data you collect to improve processes and measure results. Topics to be explored will include:

– How to add clarity and consistency to your quality improvement work

– How to identify emotional touchpoints that influence the patient experience

– Qualitative and quantitative experience-based design methods to guide process improvement

– Tools and techniques to apply to your next improvement project

Lori Hulse
Vice President, Patient Experience & Operations
Lehigh Valley Health Network 

Jessica Spack, MBA, LSSBB, CPXP
Director, Patient Experience
Lehigh Valley Health Network

9:30am – 10:00am
Networking & Refreshments Break 

10:00am – 10:40am

Simplifying Patient Experience Improvement
Emory Healthcare will share how they have utilized lean methodologies to execute and sustain patient experience improvement initiatives across 250+ clinics. The team will highlight some of the organizations successful projects that has continue to make an impact on their employee and patient’s experience.

  • Culture reset through micro learnings
  • Waits and delays
  • Revitalized teamwork and compassionate communication with AIDETH

Tyra Seagraves, MHA, CPXP, CDP®
Senior Manager, Patient Experience
Emory Healthcare 

Rodney Alexander Jr., MHA
Patient Experience Consultant
Emory Healthcare                                                                                           

Shantae Prince, MBA, APM, LSSBB
Patient Experience Consultant
Emory Healthcare

10:40am – 11:20am
Patient Experience: What it is and Why it’s Vital for Success
Patient experience has become more complex but also more critical in the digital age.  Patient experience is more than key drivers, metrics, and dissatisfiers.  Improving patient experiences requires looking at the entire healthcare ecosystem. Patients communicate with their healthcare providers through a variety of channels, while interacting with a wide range of departments and individuals along the way. As the patient experience evolves, it’s important to expand how you are listening to your patients to close gaps and make continuous improvements. This session will provide a holistic view of patient experience and why including patient feedback is paramount for the success of health systems, and ultimately drives better health outcomes for patients.

Mandy Riemer, MSW
Manager, Patient Experience
The Office of Patient Experience
Children’s Mercy Kansas City 

11:20am – 12:00pm
The Relationship Between Patient Safety and Patient Experience
You cannot create a great patient experience without a solid foundation of safety built on open communication and collaboration that results in trust between a hospital’s staff and their patients and families. This session will introduce key programs that can build lines of communication and encourage trust in both the individual and institutional settings, leading to increased satisfaction for both staff and the people they’re treating. Learn how these concepts can result in improved CAHPS/HCAHPS scores and a more engaged workforce.  

Jeffrey Cousins
Family-Centered Care Consultant
AdventHealth 

12:00pm – 12:40pm
Ensuring Volunteer Programs Support Patient Experience
Volunteers do a lot to improve services for patients but in the past patient experience and volunteer teams have worked independently. This session will discuss the importance of building stronger relationships between patient experience and volunteer programs to better support the patient experience. The presenter will share an example of how one organization’s patient experience and volunteer teams work together to help ensure volunteer efforts support patient experience initiatives. 

Linda Van Fulpen, CAVS
Manager, Volunteer Services
Sharp Grossmont Hospital 

12:40pm – 1:30pm
Luncheon 

1:30pm – 2:10pm
Leveraging Technology to Improve Patient Experience
Patient engagement has been defined as a concept that combines a patient’s knowledge, skills, ability and willingness to manage his/her own health and care with interventions designed to increase activation and promote positive patient behavior. Engagement with patients and their families has become a key strategy to improve care delivery and drive business in many healthcare providers. With today’s electronic environment, developing and leveraging appropriate tools, technologies and informatics methods can enhance patient communication and facilitate patient satisfaction. This session will explore ways to engage patients and families to provide for a more personal interaction and improve patient experience.

Ashleigh Kamencik-Wright, MBA
Program Director, System Patient Experience
Houston Methodist System 

2:10pm – 3:10pm
Panel: Driving a Strong Patient Experience Culture
There’s so much more to improving patient experiences than good patient satisfaction survey results. Creating a culture that values the patient experience and uses data to drive decisions is critical. But to drive a strong patient experience culture, leaders must be willing to make bold moves. This session will feature leaders who are elevating the patient experience at their organizations and empowering care teams to deliver the best possible experience to patients every day. Topics to be discussed will include:

– Using patient experience data and storytelling to build an experience-centered culture

– Adjusting your metrics to drive change and action across your organization

– Making bold moves today to get you on the path to a modern patient experience program

Moderator:

SriVani Ganti, MSHC
Vice President, Health Equity
mPulse Mobile 

Panelists:
Lisa E. Griffin, MBA, CCCM
Vice President
Consumer Experience and Clinical Access

University Hospitals Clinical Network

Camille Haycock
Senior Vice President, Patient Experience
CommonSpirit Health

Tyra Seagraves, MHA, CPXP, CDP®
Senior Manager, Patient Experience
Emory Healthcare

3:10pm – 3:40pm
Networking & Refreshments Break 

3:40pm – 4:20pm
Patient, Vendor, and Provider Priorities. Evidence of Alignment in 2023 and Beyond
KLAS has interviewed 90+ healthcare executives about their digital health priorities and will provide an early look at the KLAS 2023 Provider Perceptions on Patient Engagement report. This session will also provide findings from vendors on their current and future offerings and compare them to provider and patient priorities.

Attendees will gain insights into the following questions:

  • What patient engagement problems are executives trying to solve through technology investments in the next 1–2 years?
  • What technologies do provider executives plan to maintain, expand, consolidate, or eliminate?
  • How have vendor offerings pivoted in the past 2 years?
  • How do these priorities compare to patient preferences?
  • What else is KLAS hearing about how the market shifting?

KLAS will also poll the audience in real-time to understand their areas of focus.

Adam Cherrington
Vice President Digital Health / Patient Voice
KLAS Research

4:40pm – 5:20pm
The Impact of Connected Devices on the Patient Experience
No one could have predicted all that has happened in healthcare recently. Virtual care skyrocketed, with both patients and providers embracing it. While care at a distance has been a necessity, is it now becoming what patients want and expect. Since COVID-19, 60 percent of patients want to use technology more for their healthcare and 9 out of 10 patients said the quality of care was “as good or better” than before COVID-19. So how can healthcare organizations build on this momentum? Connected devices and remote patient monitoring (RPM) offer great promise to give patients what they need, where and when they need it. This session will explore the impact of device-based programs in healthcare and provide clinical, operational and technical best practices to help provide a better patient experience.

Darryl Hollar, MS, MBA, MPH
Director, Digital Health           
Mount Sinai Health System

5:20pm
End of Day One

Day Two – Tuesday, September 12, 2023

7:15am – 8:00am
Networking Breakfast 

8:00am – 8:10am
Chairperson’s Recap 

8:00am – 8:10am
Chairperson’s Recap

8:10am – 8:50am
Douglas Slakey, MD, MPH 

8:50am – 9:30am
How to Use Team-Based Care to Improve the Patient Experience
As healthcare professionals are working to support a positive patient experience in an industry increasingly embracing value-based care, they are leaning on team-based care for support. Team-based care acknowledges that there are multiple key players treating a patient and that each of them must work with one another in order to drive optimal care outcomes. Members of a care team may include doctors, nurses, physician assistants, specialists, and other non-clinical professionals who are integral to caring for a patient. Team-based care can be successful when all members are on the same page. Upon completion of the presentation the attendees will understand the importance of:

– Having clear common goals

– A culture of excellence that facilitates teamwork

– Structural frameworks to support a highly reliable organization (HRO)

– Effective teamwork coaching and mentoring

Ann Reed, MSN, RN, CNML
Director Nurse Excellence
Primary Children’s Hospital 

Karee Nicholson MSN, RN
Director Pediatric Medical-Surgical Services
Primary Children’s Hospital 

Karmella Koopmeiners, MS, RN, FNP
Nurse Clinical Specialist
Primary Children’s Hospital 

9:30am – 10:00am
Networking & Refreshments Break 

10:00am – 10:40am
Provider Communication Strategies for Creating Patient Trust
To develop patient-provider relationships characterized by patient trust, clinicians must lean into their strong interpersonal skills and deliver care with empathy. Evidence shows that patient trust is important for higher patient satisfaction scores. Patients who trust their doctors usually perceive their care as better, despite whether they see better clinical outcomes. These patients believe their providers are competent and have made clinical decisions that are best for a patient’s conditions, laying the groundwork for a trusting relationship. But generating a high level of patient trust is not always easy. Appointments are generally short, leaving only a small window of time during which providers can build rapport with patients and establish the groundwork for a meaningful patient-provider relationship. With most patients only visiting the doctor once or twice each year, these time constraints can pose a considerable challenge. And building out those relationships with vulnerable patient populations can be even more challenging. These patients have a baseline lower trust level with their providers, meaning more work must be done to overcome barriers.

Leaning on strong communication skills is essential for providers building patient trust. Delivering care in the language with which the patient feels most comfortable, creating a positive and non-judgmental environment, and being honest with patients will be key to creating trust. This session will explore provider communication strategies for creating patient trust.

Mike Dellosso, BA, PTA
Clinical Manager
Wellspan VNA Home Care 

10:40am – 11:20am
How Patient Journey Mapping Can Improve Patient Experience
Healthcare organizations are working diligently to improve patient satisfaction and experience of care, asking, “How can we make the patient experience better?” However, it’s no secret that it’s difficult to capture the multitude of challenges patients face when navigating their healthcare journey. That makes improving it even more difficult. With such a vast landscape of potential interventions, a fundamental step to improving patient experience is understanding what that experience is today. This is where patient journey mapping comes into play. Using patient journey maps, providers can understand the highs, lows, and gaps to begin pinpointing what types of interventions will be most impactful, and of those interventions, which changes you have the power to make. As a result, you will be better positioned to manage your patient’s journey, improve care pathways, and meet—and exceed—patient expectations, needs, and wants. This session will explore how patient journey mapping can improve patient experience.

Ryan Finch, MHA, MBA
Executive Director, Organizational Experience
Holzer Health System 

11:20am – 12:00pm
Reimagine the Possibilities
COVID was a catalyst for reinventing the way we look at traditional methods of business operations. For Volunteer Services, it was an opportunity to ensure the capture of relevant programs and initiatives that deliver on gratitude, human connection and community. In this session, we will focus on a review of status quo and how to make positive changes that impact the totality of the healthcare experience: patients, families and the staff we serve. Attendees will be encouraged to lean into the uncomfortable and navigate how to reimagine the possibilities for programs and initiatives that are integral to our business operations and service excellence.

Megan Hughes
Volunteer Services Manager
Children’s Wisconsin 

12:00pm – 12:40pm
Medication Communication in Home Health: How Communicating Information About Medication Does So Much More
This session will discuss the impact of medication communication questions in the home health survey and how AccentCare focused improvement efforts to drive an increase in scores. The session will cover:

  • Impact of the data/metrics
    • Review of the 5 medication communication questions and how they are interpreted
    • How the 5 medication questions impact overall HH CAHPS data 
  • Role of the therapists and their impact
    • Therapy role in home health
    • Tools provided for therapists
    • Med reconciliation and the med check
    • Using communication about medication and side effects to build relationships
    • Side effects
    • Asking to see medications

Regina M. Winters, MHA, CPXP
Senior Director, Consumer Outcomes
AccentCare

12:40pm
Conference Concludes

Workshop - Tuesday, September 12, 2023

12:45pm – 2:45pm
The Impact of Digitization on Patient Experience
Technology is reshaping the relationship between patients, healthcare providers and the healthcare system. Mobile plays a crucial role, as it has become the new brick-and-mortar health care system for many. Yet others still remain behind the digital divide. By connecting patients and healthcare providers, real-time early symptom management leads to fewer complications for persons with chronic conditions. The explosion in digital health options have led many to prefer technology-based health care as their primary care access. Mental health has moved into the virtual space. And compliance and options for treatment can be improved due to non-stop real-time gathered data. By providing access to such accurate information, healthcare providers can take immediate action if necessary. Patients and families often report a better quality of life when technology enabled care is available. The transformational change in the healthcare industry impacts how health care organizations address the patient experience. This session will explore the impact of digitization on patient experience.

Learning objectives:

1) List some of the differences in the patient experience between in-person and synchronous/asynchronous digital access to care.

2) State the characteristics of the patient experience when digital health tools are used.

3) Implement strategies to meet the preferences of patients who seek their care experience in the digital space.

Nina M. Antoniotti, RN, MBA, PhD
President and CEO
NATT

Featured Speakers

Liza Di Leo Thomas, MD, CPXP, FACEP

Liza Di Leo Thomas, MD, CPXP, FACEP

Medical Director, Patient and Provider Advocacy

Senior Physician, Emergency Medicine
Ochsner Health
Lori Hulse, MSW, MBA

Lori Hulse, MSW, MBA

Vice President, Clinical Operations

Lehigh Valley Health Network
Jessica Spack, MBA, LSSBB, CPXP

Jessica Spack, MBA, LSSBB, CPXP

Director, Patient Experience

Lehigh Valley Health Network
Tyra Seagraves, MHA, CPXP, CDP®

Tyra Seagraves, MHA, CPXP, CDP®

Senior Manager, Patient Experience

Emory Healthcare
Rodney Alexander Jr., MHA

Rodney Alexander Jr., MHA

Patient Experience Consultant

Emory Healthcare                                                                                         
Shantae Prince, MBA, APM, LSSBB

Shantae Prince, MBA, APM, LSSBB

Patient Experience Consultant

Emory Healthcare
Camille Haycock

Camille Haycock

Senior Vice President, Patient Experience

CommonSpirit Health
Mandy Riemer, MSW

Mandy Riemer, MSW

Manager, Patient Experience

The Office of Patient Experience
Children’s Mercy Kansas City
Jeffrey Cousins

Jeffrey Cousins

Family-Centered Care Consultant

AdventHealth
Linda Van Fulpen, CAVS

Linda Van Fulpen, CAVS

Manager, Volunteer Services

Sharp Grossmont Hospital 
Ashleigh Kamencik-Wright, BSN, MBA, GN

Ashleigh Kamencik-Wright, BSN, MBA, GN

Program Director, System Patient Experience

Houston Methodist System
SriVani Ganti, MSHC

SriVani Ganti, MSHC

Vice President, Health Equity

mPulse Mobile
Lisa E. Griffin, MBA, CCCM

Lisa E. Griffin, MBA, CCCM

Vice President

Consumer Experience and Clinical Access
University Hospitals Clinical Network
Nina Antoniotti, RN, MBA, PhD

Nina Antoniotti, RN, MBA, PhD

President & CEO

NATT

Adam Cherrington

Adam Cherrington

Vice President Digital Health / Patient Voice

KLAS Research
Darryl Hollar

Darryl Hollar

Director – Digital Health

KLAS Research
Ann Reed, MSN, RN, CNML

Ann Reed, MSN, RN, CNML

Director Nurse Excellence

Primary Children’s Hospital
Karee Nicholson MSN, RN

Karee Nicholson MSN, RN

Director Pediatric Medical-Surgical Services

Primary Children’s Hospital
Karmella Koopmeiners, MS, RN, FNP

Karmella Koopmeiners, MS, RN, FNP

Nurse Clinical Specialist

Primary Children’s Hospital
Mike Dellosso, BA, PTA

Mike Dellosso, BA, PTA

Clinical Manager

Wellspan VNA Home Care
Ryan Finch, MHA, MBA

Ryan Finch, MHA, MBA

Executive Director, Organizational Experience

Holzer Health System
Megan Hughes

Megan Hughes

Volunteer Services Manager

Children’s Wisconsin
Regina Marie Winters, MHA, CPXP

Regina Marie Winters, MHA, CPXP

Senior Director, Consumer Outcomes

AccentCare
Venue
Grand Hyatt Nashville
1000 Broadway
Nashville, TN 37203
615-622-1234

*Mention BRI Network to get discounted rate of $319/night or use link below:

https://www.hyatt.com/en-US/group-booking/BNARN/G-BRES

 

Sponsors and Exhibitors

Associate Sponsor

mPulse Mobile is reimagining health engagement to inspire healthier lives and deeper relationships between healthcare organizations and their consumers. A leading healthcare Conversational AI platform combines with award-winning health education for the streaming age to deliver tailored digital health engagement that nurtures, educates, and activates healthcare consumers. With more than a decade of experience, 150+ healthcare customers and 1 billion conversations annually, mPulse Mobile has the data, the expertise, and the solutions to drive healthy behavior change. To learn more visit mpulsemobile.com

FAQ

Are there group discounts available?

  • Yes – Register a group of 3 or more at the same time and receive an additional 10% off the registration fee

Are there discounts for Non-Profit/Government Organizations?

  • Yes – please call us at 800-743-8490 for special pricing

What is the cancellation policy?

  • Cancellations received 4 weeks prior to the event will receive a refund minus the administration fee of $225. Cancellation received less than 4 weeks prior to the event will receive a credit to a future event valid for one year.

Can the registration be transferred to a colleague?

  • Yes – please email us in writing at info@brinetwork.com with the colleague’s name and title

Where can I find information on the venue/accommodations?

  • Along with your registration receipt you will receive information on how to make your hotel reservations. You can also visit individual event page for specific hotel information. The conference fee does not include the cost of accommodations.

What is the suggested dress code?

  • Business casual. Meeting rooms can sometimes be cold so we recommend a sweater or light jacket
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