Huntington Convention Center | Cleveland, OH
A Cleveland Clinic & HIMSS Event. Find out more
Deborah Hoffman Toffler, MSW, LCSW is the senior director of Patient Care Services Programs and Services division at the Dana-Farber Cancer Institute in Boston, MA, a Harvard Medical School Teaching Hospital and member of the National Comprehensive Care Network. Serving on the Nursing and Patient Care Services Executive Team, Deborah is responsible for the effective delivery of quality patient and family services across the Dana-Farber enterprise. She provides oversight of patient- and family-centered programs designed to help address the emotional, informational, spiritual, educational, and financial needs of patients and their families. These include the Center for Patients and Families, including a Resource Library, Concierge, and Information Services; Volunteer Services and Programs; Patient and Family Advisory Councils; Interpreter Services; Patient Navigation; Spiritual Care; and Patient and Family Assistance – lodging, parking, food, transportation, financial planning, legal services, and referrals to community resources – to help address the financial burden that can accompany a cancer diagnosis.
Deborah collaborates with the Division of Philanthropy to cultivate individual and foundation giving for patient assistance. She provides supervision and mentorship regarding complex patient and family cases. With an interest in technology and a commitment to the patient experience, she has conceptualized and overseen the creation of a patient app of resources; a home-grown database to improve resource documentation and reporting; and efforts to more fully integrate programs and services into each patient’s and family member’s care experience.
Since 2016, Dana-Farber Cancer Institute (DFCI) staff and the Institute's Patient and Family Advisory Council (PFAC) have been developing a vision and strategy to integrate a broad range of patient and caregiver supports into a personalized patient experience, taking into account the unique needs of distinct patients.
In this session, Deborah Toffler, senior director of Patient Care Services Programs and Services, and Charles Roussel, member of the Dana Farber Cancer Institute Patient Council, will present the methods and planning behind Dana Farber’s journey in engaging patients and family members throughout their treatment journey. They will discuss how they worked with patients, families and caregivers to learn their needs and what they wanted from the organization, and then how they delivered on those requirements.