2016 Agenda - Sunday, May 15

Presentations are available for speakers that granted permission

11:00 am - 12:00 pm

Registration Opens
Exhibitor Viewing

12:00 pm - 12:05 pm
Nursing Track Kelly Hancock, DNP, RN, NE-BC, Executive CNO, CCHS and Chief Nursing Officer, Cleveland Clinic

The Other Side of the Story…Beyond the Bedside



12:05 pm - 1:05 pm
Start with Laughter Jeannie Walters, Chief Executive Officer, 360 Connext Marc Jaffe, Co-Founder, Shaking with Laughter Karen Jaffe, MD, Patient; Co-Founder, Shaking with Laughter

Any patient experience is full of the unexpected, often starting with a diagnosis. Karen Jaffe, a physician diagnosed with Parkinson's disease, together with her husband Marc, a comedian and writer, have been sharing their story through humor and wit since 2011, when they founded Shaking with Laughter, a non-profit organization on a mission to find a cure. Hear how Marc and Karen have taken on the diagnosis together, with many laughs along the way.

1:05 pm - 1:35 pm
CARE Talks: Compassion-Actions-Resources-Empathy. Powerful Patient Care Experience Ideas - presented quickly Rachel Biblow, MSW, Sr. Director, Patient & Family Services, The Children's Hospital of Philadelphia Sherry Gevedon, PhD, MS, MBA, RN, President & Chief Executive Officer, Professional Education Seminars, Inc. Debbie Gravelle, RN, BScN, MHS, Senior Vice President Clinical Programs, Chief of Nursing and Allied Health, Bruyere Continuing Care Marie Roggenkamp, RN, Nurse Manager Oncology, Huntington Hospital

Real-Time Intentional Patient & Family Check-Ins: A Catalyst for Cultural Change

Innovation Leadership and the Patient Experience

Transforming the Patient Care Experience in a Sub-Acute (Post-Acute) Setting through Partnership, Engagement and Co-design during Transitions and at the Bedside

Partnering with Patients to improve Communication & Responsiveness with the Nightingale Phone-Vocera Project

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1:35 pm - 2:10 pm
Reducing Caregiver Suffering Through Compassionate Connected Care™ Christy Dempsey, MSN, MBA, CNOR, CENP, Chief Nursing Officer, Press Ganey

This session will review data demonstrating caregiver suffering and identify how caregiver engagement impacts patient experience. Participants will also learn tangible and tactical strategies to reduce caregiver suffering utilizing the Compassionate Connected Care framework.

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2:10 pm - 2:40 pm

2:40 pm - 3:15 pm
Picture This: The Patient’s Story Moderator: Christina Dempsey, MSN, MBA, CNOR, CENP Illustrated by: Jonathan Williams, Matt Hiznay, and Katherine Rohrer, Cleveland Clinic Patients

Every patient has a story to tell. Several past Cleveland Clinic patients come together to share their personal journey of their individual experiences while the audience watches their stories unfold before them through a graphical artist note taker to help drive home the messages of the stories and the importance of sharing these messages in different formats.

3:15 pm - 4:00 pm
Your Experience Starts With Me Selinza Mitchell, APHON, Clinical Nurse Educator-Consultant, The Selinza Mitchell Experience

We begin to make an impression when we say hello, as we assess our patients they are assessing us as well, learning quickly how and why we care. We commit to our patients with dedication and compassion as they find themselves dealing with some of life’s most unanticipated events. Serving our patients with incredible knowledge as well as having an intense fearless courage to use our talent makes us a gift to those we serve, such unrelenting passion is in each impression we make-which makes us unforgettable. Today’s presentation shall also reveal how in so many cases the treatment is actually YOU, how we are viewed as HOPE walking and the impact of our Patient centric care. The impressions we make are lasting, undying and enduring. Finally we make heartfelt commitments – with a personal mission to make an impactful difference in the lives of others each day. Every encounter is a journey and every journey is an experience which starts with ME.

4:00 pm - 5:00 pm
Theory of Human Caring Jean Watson, PhD, RN, AHN-BC, FAAN, Founder, Watson Caring Science Institute; Distinguished Professor & Dean Emerita, University of Colorado Denver

This session will provide a philosophical, values guided, ethical and theoretical framework for caring science. Universals of human caring (the 10 Caritas Processes) serve as the basis for transformation of Professional Caring Practice models, informing staff-patient/family relationships, communication and outcomes. National multi-site collaborative caring research on patient experiences of caring/Caritas will be reported.

Contact hours will be awarded
ANCC Provider statement:
Cleveland Clinic Enterprise is accredited as a provider of continuing nursing education by the American Nurses Credentialing Center's Commission on Accreditation.


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12:00 pm - 12:05 pm
Marketing and Communication Track Paul Matsen, Chief Marketing & Communications Officer, Cleveland Clinic

Diving into Digital: Exploring the Paths to Patient Engagement


12:05 pm - 12:30 pm
Digital Leadership in Healthcare Moderator: Paul Matsen Brian Gresh, Executive Director, Multi-Channel Content Marketing, Cleveland Clinic Sue Omori, Executive Director, Marketing Account Services, Cleveland Clinic Mary Beth Pate, Executive Director, Marketing Communications, Cleveland Clinic Eileen Sheil, Executive Director, Corporate Communications, Cleveland Clinic

Experts from across the Cleveland Clinic marketing and communications division will address the latest trends in digital and provide tactical tips for success in today’s modern marketing environment.

12:30 pm - 1:30 pm
Authentic Storytelling Christoph Trappe, Director of Content Marketing, MedTouch; The Authentic Storyteller, The Authentic Storytelling Project

Everyone connects around stories and empowering your organizations and patients to share authentic stories can help market great patient experience in a more meaningful way and even improve it long term.
Christoph Trappe, who wrote the book on authentic storytelling, will share his tips on how you empower frontline staff, marketing staff and patients to share your and their stories in the most meaningful way.

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1:30 pm - 2:30 pm
Empathy for the Mobile Patient: Solving Healthcare's Location Data Crisis Jeff Rohrs, Chief Marketing Office, Yext

Recent estimates suggest that over 70% of physician listings contain inaccurate address, phone, and other information. At a time when over 60% of the U.S. population now owns a smartphone, this is more than a problem--it's a patient service crisis. This session will highlight why healthcare location data is more important than ever and the steps you can take to ensure your data is accurate across your website, directories, and apps as well as 3rd party maps, apps, search engines, and directories. 

2:30 pm - 3:00 pm

3:00 pm - 4:00 pm
Your Role in Leading & Communicating Change Michelle Mahony, Regional Director, North America, Ketchum

People and organizations today operate in an ever-changing ebb and flow of constant change. In this environment, traditional linear models for executing change are no longer sufficient, as change efforts are frequently interrupted by other pressing changes as organizations keep up with disruption and new demands.
Ketchum Change recently surveyed 500 leaders in seven countries to understand how employees perceive and are experiencing change. The consensus is clear: Respondents agree that managing change is CRITICAL to performance. However, change fatigue is growing – especially among mid-level managers and frontline employees. And not only is change fatigue exhausting; it can be counterproductive to company performance. 
So how can organizations flourish in this challenging environment? We’ve identified four key attributes that enable leaders and organizations to flourish in an environment of constant change and seize opportunities as they emerge. Organizations that embrace these attributes are ‘liquid:’ well-positioned to succeed in today’s environment of what we call Liquid Change.
In this session we’ll discuss the Liquid Change concept and how leaders and organizations can use this new paradigm to reenergize employees and become more liquid. 

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4:00 pm - 5:00 pm
How and Why to Create an Integrated Patient Experience Online and Offline Sandra Fancher, Chief Strategy Officer, MedTouch

Patients and community members interact with you online and offline throughout their journey of staying healthy or getting healthier and they expect this experience to be cohesive.
In this interactive session we will discuss strategies:
  • To integrate the patient experience
  • Identify which touchpoints have the most value to your organization and to your patients
  • Reporting processes to evaluate various channels
Having a cohesive strategy and implementation can help your organization and improve the patient experience at the same time.

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5:00 pm

Welcome Reception The Global Center for Health Innovation

Extremely well organized for optimization of time and value

—2016 Summit Attendee

Thank you for a great experience; this was my first time attending and I'll definitely be coming every year

—2016 Summit Attendee

This conference has inspired me to bring back this passion for patient experience to my facility to create a comforting trustworthy environment for the patient – thank you so much!

—2016 Summit Attendee

This has been an amazing learning opportunity; I have been inspired a number of times by the courage, passion and incredible work of your speakers

—2016 Summit Attendee

It gives me hope that I am on the right path, my program can make in-roads, and healthcare can be about healing

—2016 Summit Attendee

A room full of people like me – feels like a dream!

—2016 Summit Attendee

The interactive breakout session on Engagement Strategies was the most informative action-oriented session I attended

—2016 Summit Attendee

The summit felt “cool” and meaningful at the same time.

—2016 Summit Attendee

Would love to bring all Administrative Team members of our hospital including medical/clinic/emergency room. We can all learn from this summit.

—2016 Summit Attendee