MAY 17 – 20, 2015

Cleveland Convention Center
Cleveland, Ohio

Register

Sunday, May 17

11:00 am - 12:00 pm
Registration

Registration Opens and Light Snacks
Exhibitor Viewing

12:00 pm - 12:15 pm
PRE-SUMMIT TRACK 1

Activating and Engaging Nurses in Transforming and Sustaining the Patient Experience

Welcome
Kelly Hancock, MSN, RN, NE_BC, Executive CNO, CCHS and Chief Nursing Officer, Cleveland Clinic

12:15 pm - 12:45 pm
Who is Really Flying this Plane?

Brenda Mullan, MSN, RN, CDP, ACNO Ambulatory Nursing, Cleveland Clinic

This presentation will provide a historical accounting of quality initiatives from the beginning of the 20th century until the reform culture of today. Strategies and rationale for care delivery redesign will be discussed. The true "pilot" will be revealed!

 

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12:45 pm - 1:30 pm
Coordinating Care and Managing Transitions: A Personal Narrative

Beth Ann Swan, PhD, CRNP, FAAN, Dean and Professor, Jefferson School of Nursing

Hospital patients are cared for by a diverse group of professionals. As these patients transition home, they move from a coordinated team of fifty or more caregivers to one.  The path from hospital to home can be lonely, filled with challenges and opportunities. 

 

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1:30 pm - 2:00 pm
Relationship Activation: Why it Matters

Susan Paschke, MSN, RN-BC, NEA-BC, Senior Director of Ambulatory Nursing, Cleveland Clinic

Patients and their families or significant others are integral partners in today’s care teams but patient engagement or activation is not enough.  Relationships and engagement of all team members are key factors in successful care coordination and management.  

 

View Presentation
2:00pm - 2:30 pm
Panel Discussion / Q&A

Brenda Mullan, MSN, RN, CDP
Susan Paschke, MSN, RN-BC, NEA-BC
Beth Ann Swann, PhD, CRNP, FAAN

2:30 pm - 3:00 pm
Break

3:00 pm - 4:00 pm
Nurses – Making the Connection to Patient Experience

Christy Dempsey, MSN, RN, MBA, CNOR, CENP, Chief Nursing Officer, Press Ganey

Nurses are caregivers who spend the most time with patients. They have the ability to make a positive and lasting impression on their experience through engagement. Connecting with patients and their families also makes an impression on the nurse.


 

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4:00 pm - 5:00 pm
Engaging with Patients Wherever and Whenever They Are

Craig Hashi, PhD, MBA, Healthcare, Twitter, Inc.

In recent years, the overall information consumption experience by consumers has changed with a large shift moving away from paper-based engagement to digital. Healthcare providers have been slowly adopting internal digital infrastructure (i.e., EHR, mobile apps, etc) to support the modern patient, but still lag in finding ways to reach them outside of their walls. The advent of social media presents a tool for marketers to build relationships and goodwill with patients, thereby heightening the overall patient experience.

 

5:00 pm
Adjourn

12:00 pm -12:10 pm
PRE-SUMMIT TRACK 2

Engaging Experiences: Connecting with Patients in a Digital World

Welcome-Paul Matsen, Chief Marketing and Communications Officer, Cleveland Clinic

12:10 pm - 12:50 pm
Wear This, and Send Me the Data in the Morning. Innovating the New Patient Experience.

Geoff McCleary, Vice President/Group Director of Mobile Innovation, Digitas Health

The last few years have been nothing short of transformative to the health care experience, and the next 5 years are going to completely change the way patients get diagnosed, what diseases are treated where, and may even change the very definition of what it means to be a Physician. Learn about the technologies and innovations that are going to make the patient experience of tomorrow one to remember.

 

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12:50 pm - 1:30 pm
Mind The App!

Ben Greenberg, Vice President of User Experience, WebMD

Keep Clear of Dangerous Buzzwords to Create a Meaningful Mobile Experience.
The explosion
of the mobile industry has created new and exciting ways to engage patgients and healthcare professionals; but with over 40,000 Health & Medical apps available, how will yours break through the clutter? Are you building a tool that truly solves a problem, or is it just a shiny new toy? Join Ben Greenberg – VP of User Experience at WebMD / Medscape – as he illuminates critical anti-patterns and discusses how to create a mobile experience that truly resonates with your audience.

 

 

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1:30 pm - 2:10pm
Turning Big Data into Practical Data: Marketing With Raw Metrics That Drive Insight-Driven, Patient Panoramas

Gary W. Druckenmiller, Jr. Vice President, Client Solutions, Evariant

For some healthcare marketers, there are morning where we wake up, look in the mirror and say to ourselves…”I’m more confused than ever.  I have no idea what I’m doing.”  The harbinger of such pessimism?  Big data.  Big and meaningful data is increasingly looked at to inspire and shape marketing decision making, but many have trouble “pulling it all together.”  Armed with technologies that allow for authentic acumens, marketing decision makers can now create more individualized and personalized healthcare experiences by converting “big” data into more “practical” data.  Participants of this session will learn how to derive usable patient insights from raw intelligence and build consumer personas that result in can’t miss sustainable strategic narratives.

 

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2:10 pm - 2:40 pm
A Proactive Approach to the Patient Experience

Sanjay Malaviya, Chief Executive Officer, RL Solutions

Sanjay will discuss simple yet innovative approaches of using real-time data surveillance and analytics to drive improvements into the safety and efficacy of the patient experience.

 

View Presentation
2:40 pm - 3:00 pm
Break

3:00 pm - 4:00 pm
Social Media Can't Cure Ebola, but... Panel

Moderator: Chris Seper, Chief Executive Officer, MedCity Media
Will Morris, MD, Associate Chief Medical Officer, Cleveland Clinic
Ryan Squire, Senior Director Social Media, Kindred Healthcare
Shahid Shah, Chief Executive Officer, Netspective Communications
Amanda Todorovich, Director, Content Marketing, Cleveland Clinic

Understand how social media and other digital communications have delivered real, measurable results in making patients healthy and helped health systems deliver on goals that relate directly to their successes. Get tangible examples and tactics you could apply, learn what really works with patients, and find out how social and mobile in particular will be used in the future.

 

4:00 pm - 5:00 pm
Engaging with Patients Wherever and Whenever They Are

Craig Hashi, PhD, MBA, Healthcare, Twitter Inc.

In recent years, the overall information consumption experience by consumers has changed with a large shift moving away from paper-based engagement to digital. Healthcare providers have been slowly adopting internal digital infrastructure (i.e., EHR, mobile apps, etc) to support the modern patient, but still lag in finding ways to reach them outside of their walls. The advent of social media presents a tool for marketers to build relationships and goodwill with patients, thereby heightening the overall patient experience.

 

5:00 pm
Adjourn

5:00 pm - 7:00 pm
Welcome Reception

Global Center for Health Innovation Atrium

Very interesting. We learned how to share stories. This is how we realize we all share universal emotions, how we influence people and how we all strive to serve.

—2014 Summit Attendee

This is the core of healthcare that often gets lost in the politics or day to day pressures. Thank you.

—2014 Summit Attendee

This session was fantastic. Very forward thinking and reflective of current trends.

—2014 Summit Attendee

Excellent presentation. Thank you for bringing him to your conference.

—2014 Summit Attendee

This session really made me think about how to create an environment to exceed the patient’s experience.

—2014 Summit Attendee

Wow! The emotion of this mother’s experience was hugely impactful. Love the patient stories.

—2014 Summit Attendee

Strong content, well presented, practical and actionable information. I can take this home and do it!

—2014 Summit Attendee

This session defined why I came to this conference.  I’ll be back.

—2014 Summit Attendee

Wonderful minds coming together for the greater good of mankind!

—2014 Summit Attendee