A Cleveland Clinic & HIMSS Event. Find out more

Cleveland, OH
Cleveland Clinic
May 13-15, 2019

Adrienne Boissy

Chief Experience Officer
Cleveland Clinic

Adrienne Boissy, MD, MA, is Chief Experience Officer of Cleveland Clinic Health System, and a staff physician at the Cleveland Clinic Mellen Center for Multiple Sclerosis with a secondary appointment in the Center for Ethics, Humanities and Spiritual Care. As Chief Experience Officer, Dr. Boissy leads the Office of Patient Experience and its initiatives to improve the patient experience across Cleveland Clinic Health System.

Dr. Boissy previously served as the Medical Director of the Center of Excellence in Healthcare Communication. Her team created a comprehensive program to strengthen physician and provider communication skills throughout Cleveland Clinic and has trained more than 4,000 staff physicians and house staff to date.

Dr. Boissy also guided the development of patient advisory councils across Cleveland Clinic Health System and is active in the Cleveland Clinic Professionalism Council. She currently serves as Editor-in-Chief of the Journal of Patient Experience.

As part of her clinical work, Dr. Boissy focuses on ethical issues in neurological disease. She served on the Cleveland Clinic Ethics Committee and is the Assistant Clinical Director in the Center for Neuroethics. She has been published in Neurocritical Care, AAN Continuum and Neurology regarding the humane treatment of critically ill patients and communication challenges in clinical practice. In particular, she has a special interest in the words clinicians choose when conveying information, and the risks and ethics of what she calls “therapeutic mislabeling” versus truth telling.

Dr. Boissy was awarded a Sylvia Lawry Fellowship grant from the National Multiple Sclerosis Society and an Arnold P. Gold Foundation grant for humanism in medicine. She also serves on the editorial board of the National Multiple Sclerosis Society’s Momentum Magazine.

Dr. Boissy also is a Harvard Macy scholar. She has spoken extensively around the country about the patient and provider experience and the impact of effective communication on both.

Dr. Boissy attended Boston University and worked in neurobiological research at Brigham and Women’s Hospital, Boston. She completed her medical school training at Pennsylvania State University College of Medicine and finished her neurology residency and neuroimmunology fellowship at Cleveland Clinic. She completed a master’s degree in bioethics from Case Western Reserve University, Cleveland.

May 14, 2019
8:00am - 8:20am
Grand Ballroom

Conference co-chairs Adrienne Boissy and Kelly Hancock welcome attendees and reflect on the 10th anniversary of the Empathy & Innovation Summit. 10 years!! They'll address whether the field has come to agreement on best practices and patient experience standards that really move the needle. Both will reflect on what they learned along the way. Kelly and Adrienne will imagine together how to deliver the best experience to patients, families, and caregivers in a digital world...one filled with empowerment, simplicity, and operational empathy.   

 

May 15, 2019
8:00am - 8:15am
Grand Ballroom
May 15, 2019
4:00pm - 4:15pm
Grand Ballroom
May 15, 2019
9:45am - 10:30am
Grand Ballroom

The role of CXO is common in healthcare today, although not universal. Even if the role exists, support for it can be variable and organizational structures prohibitive to getting things done. Get ready for a provocative, honest conversation about wins, lessons, and ongoing challenges in the CXO role.

Hear whether there is real agreement on patient experience best practices. How does the role interface with other executive leaders? What key issues are yet to be tackled?  How is the role changing in a digital era? Panelists will also tackle real questions about whether we are measuring the right things, clinician engagement, and what work should be the focus. Whether you've been in the role for years, or just started yesterday, this collective dialogue will get you thinking in new ways about where we are all headed.

May 14, 2019
4:55pm - 5:00pm
Grand Ballroom
May 14, 2019
8:40am - 9:00am
Grand Ballroom

Following their opening remarks, Cleveland Clinic Chief Experience Officer Adrienne Boissy leads an audience Q&A with clinic CNO Kelly Hancock, President and CEO Tomislav Mihaljevic and HIMSS Chief Americas Officer Denise Hines.

May 13, 2019
9:00am - 9:05am
Room 26

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