8:00 am - 10:00 am
Cleveland Clinic Main Campus Tours
Tours are now full. Please come to the conference registration desk to be added to the waiting list.
7:45 am - 11:30 am
CEHC offers: Delivering Bad News course
11:00 am - 12:00 pm
12:00 pm - 12:30 pm
Summit Opens - Kick Off
Adrienne Boissy, MD, MA, Chief Experience Officer, Cleveland Clinic
12:30 pm - 1:00 pm
In Shock – My Journey from Doctor to Patient and Back Again
1:00 pm - 1:30 pm
1:30 pm - 2:00 pm
The Digitally Connected Patient
2:00 pm - 2:30 pm
2:30 pm - 3:30 pm ~ Breakout Session #1
Understanding and Empathizing with the Voice of the Patient - Our Journey to Solve Patient Access through Applied Science
Naser Chowdhury, PE, LSBB, Director, Project Management Office, Lehigh Valley Health NetworkJames Demopoulos, MHA, MPH, SVP, Operations, Lehigh Valley Physician Group
A network-wide initiative, “Access Always” launched to improve access and patient experience utilized a Lean Six Sigma tool for rationalizing and prioritizing proven solution bundle sets. Patient experience improved from 39th to 64th percentile, while visit volume increased by 13% across 1,100 provider practice-all within one year. A host of process metrics also improved including new patient lag ratio (22% to 44%) for primary care, over 10% in 14 specialties, significant increase in provider utilization, to name a few. Our goal within the “Empathy by Design” Patient Experience Summit is to provide a road map, tools and implementable solutions to specific defects with respect to access and the patient experience through a deep understanding of the Voice of the Customer-the patient.
Enhancing Communication Skills: A Pathway to Strengthening Empathy and Resilience in Caregivers
It is essential that the healthcare industry takes care of the medical caregivers that take care of our patients. We need to do this in a way that promotes a culture that values, supports, and encourages care-givers. Recognizing the link between engagement, experience and resilience, we utilized a communication and strengths based coaching program helped to build resiliency through renewing our caregivers with a sense of purpose.
Family Visitation Matters: Meeting the Needs of Child Visitors in the Adult ICU
Myra Cook, MSN, RN, ACNS-BC, CCRN-CSC, Clinical Nurse Specialist, APRN Coordinator, Cleveland ClinicTricia Price, BS, CCLS, Certified Child Life Specialist, Cleveland ClinicShannon Sonnhalter, BS, CCLS, Child Life Senior Manager, Cleveland Clinic
Literature confirms the significant impact acute/chronic illness and hospitalization have on children of adult patients and demonstrates the need for psychosocial support. This session focuses on strategies and lessons learned by the presenters in development of a Children of Adult Patients (CoAP) program to support patients/families with children during crisis. It will include an in-depth discussion on how to prepare children for ICU visitation and provide support during terminal diagnoses and/or death of a parent or loved one. Attendees will gain the knowledge needed to promote family visitation, support the needs of children, and gain insights on how to develop a CoAP program at their institution.
The Heart of the Matter: Reducing ED Patient Suffering
Emergency Department wait times are a national challenge. How can we effectively adapt to the volume and complexity of the communities served and design an experience to provide world-class quality and service? This session offers an overview of Northwell Health’s pragmatic and holistic approach to reduce suffering in their Emergency Departments, with over 760,000 ED patient visits per year. Participants will learn results-focused interventions used to positively impact areas of communication, care delivery, hospitality, accountability as well as a Six Sigma care model leveraging patient experience drivers.
Arts & Health by Design
Francois Bethoux, MD, Medical Director, Arts and Medicine Institute, Cleveland ClinicLinda Jackson, Linda Jackson, Director, Arts-in-Medicine, The MetroHealth SystemDeforia Lane, PhD, MT-BC, Director, Art & Music Therapy, University Hospitals Seidman Cancer Center
There is mounting evidence showing positive effects of the arts on health and well-being. However, creating and growing an Arts in Medicine program in a healthcare setting is challenging. During this interactive session, we will discuss practical steps to design a successful program, drawing from the speakers’ experience within three different healthcare systems in the Cleveland area.
Mobile, Real-time Rounding Improves Patient, Family & Staff Experience
In this session, we'll discuss the importance of proactively engaging patients and families during a hospital stay using mobile technology to conduct, manage, and track nurse leader rounds. We'll also address how to standardize the rounding process to capture meaningful, actionable patient feedback data, as well as, staff rounding to continuous improvement in patient care, safety, experience and outcomes.
Design of Patient-Centric Standardized Discharge Process
This session will provide numerous case studies on how to initiate and sustain organization wide changes to the design and delivery of health care using inputs from evidence-based medicine and patient feedback. We will look at examples from both inpatient and outpatient delivery settings. Attendees will also be able to learn more on strategies to empower their frontline caregivers, and create a continuous improvement culture within their organization.
Holistic Initiatives in Acute Patient Care: A Patient Story
Joan Burge, Founder and CEO, Office Dynamics InternationalGina DeGirolamo, Founder & Filmmaker, Healing Heart™ TVKaren Fink, RN, BSN, HNB-BC, LMT, CLL, Healing Services Coordinator, Cleveland ClinicBarb Picciano, RN, BSN, HN-BC, Manager, Healing Services, Cleveland ClinicSandra Zampino, RN, Clinical Navigator, Cleveland Clinic
Explore a firsthand account from a patient, her family member and our interdisciplinary team on how having a holistic approach to whole person care affected her hospital stay and her family member’s new direction in giving back. Team members from front line staff to extended holistic partners review holistic initiatives and give an overview of patient requests, encounters and outcomes in the inpatient setting. Attendees will be able to not only hear the story but experience it with artistic multimedia venues developed by the family and patient.
How Design Thinking Turned One Hospital into a Bright and Comforting Place
By incorporating design principles into their process and using fear reduction as its corporate philosophy, the Rotterdam Eye Hospital transformed into a bright and comforting Hospital. During this interactive breakout session the participants will decide which examples from a/o The Rotterdam Eye Hospital they would like to see presented.
3:30 pm - 4:30 pm ~ Breakout Session #2
Engaging Patients in Quality and Safety Improvements
Moderated by Aaron Hamilton, MD.
Research shows that when patients are engaged in their health care, it can lead to measurable improvements in safety and quality. Designing programs and systems that involve patients and their family in improvement efforts provide additional perspective, insights, and solutions to address the most difficult clinical and operational challenges. This session will describe approaches and best practices to promote stronger patient and family engagement to promote quality, safety and improved care.
Building a System Wide Communication Program and Measuring the Impact
Jessica Crow, MBA, Program Manager IV, Office of Patient Experience, Cleveland ClinicTimothy Gillian, MD, MS, Director of Coaching, Center for Excellence in Healthcare Communication, Cleveland ClinicKatie Neuendorf, MD, Director, Center for Excellence in Healthcare Communication, Cleveland Clinic
It can be difficult to figure out how to start improving communication within your organization, especially in a meaningful way. This session will review how our large academic institution started on that journey, the lessons we’ve learned along the way and how we’re keeping the momentum going. We will also discuss the data looking at how our communication program impacted physician burnout, empathy, surgeon communication as well as other measures.
What We Didn't Expect to Learn - Measuring the Design Success of the Built Environment
In 2009, Cincinnati Children’s embarked on a journey to redefine its patient, family and staff experience within their built environments. In order to measure its success and drive future improvement opportunities, a quality improvement process was developed. This session will provide insights into this process, planned and unintended insights gathered and how these insights are translated into strategies for continual improvement.
Picture Perfect: Operations Design to a Better Patient Experience
Cleveland Clinic’s Buildings & Properties team takes a hands on approach to impacting the experience of all patients and caregivers who enter their doors. Through "Picture Perfect", a dedicated and meticulously planned room refresh program, Cleveland Clinic has enjoyed an increase in patient experience metrics, operational effectiveness and caregiver engagement. We invite you to come learn more about the interdepartmental collaboration that occurs at the crosswalk of operations and clinical pathways.
An Introduction to Shared Medical Appointments
Where would you start if you were considering a Shared Medical Appointment in your practice? Hear from 2 healthcare organizations sharing their experience and advice. Participate in an interactive, informal question and answer format focusing on how SMA's can benefit your practice.
Access and Value Marketing and Virtual Technology
Access to great care for acute emergencies or even long-term care for chronic diseases can be challenging for many reasons. What if technologies existed to allow patients to access great care when they wanted it, and from where they wanted it? This session will review on-demand virtual access to their care team and other engagement technologies, for both acute and chronic conditions, to increase patient touches for greater patient ownership of their health.
Hospitalist Leadership in the Design of the Inpatient Experience
Robert Hoffman, MD, Clinical Professor of Medicine, Medical Director for Patient Relations, UW HealthPatrick Kneeland, MD, Medical Director for Patient and Provider Experience, University of Colorado HospitalDiane Sliwka, MD, Medical Director, Patient & Provider Experience, UCSF Health
Great patient and provider experiences are a product of design, not chance. Three hospitalist leaders will walk you through how to design a hospital system that delivers care for patients and staff alike.
Lean Design Principles for Better Patient, Provider and Staff Experiences
Diane Sliwka, MD
Redesigning Inpatient Units Through User-Centered Retreats
Patrick Kneeland, MD
Partnering with Patient and Family Advisors to Transform Bedside Communication
Robert J. Hoffman, MD
Mercy Virtual: A Decade + Journey
Learn about Mercy’s innovative approach to virtual medicine and how it enhances team-based, patient-centered care. It is much more than telemedicine, providing expert, interdisciplinary care to the those with the highest needs, when and where needed.
Patient and Family Designed Curriculum for Staff and Providers
Come learn from Stanford Health Care’s Patient & Family Partner Program, a national model for patient & family engagement in health care, and one of the largest in existence with over 140 Patient & Family Partners and 14 Patient & Family Advisory Councils. Gain skills and knowledge through an interactive presentation, with the focus on embracing patient & family voice in curriculum design for staff and providers.
4:30 pm - 4:45 pm
4:45 pm - 5:30 pm
Continued Learning: Strategies to Reduce Burnout
Toby Cosgrove, MD, CEO, Cleveland ClinicTait Shanafelt, MD, Professor of Medicine, Mayo ClinicChristine Sinsky, MD, FACP, VP, Professional Satisfaction, American Medical Association
5:30 pm - 6:00 pm
Cinelan Video and Talk
6:00 pm - 7:00 pm
Attendee Welcome Reception with Exhibitors and International Attendee Reception