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Series Schedule

After the live-stream date, all episodes are available on-demand through June 2020.


Episode 1: State of the Industry & Redefining the Human Experience

Tuesday, November 10, 2020 | 11:30 AM – 1:00 PM ET  

PANEL: Setting the stage + Bonus Q&A 
Patient experience execs speak to key areas transforming healthcare interactions forever, how the current pandemic has redefined the patient experience, and what we can expect in the future.

KEYNOTE: Rehumanizing Healthcare Delivery in the Digital Age
Now more than ever, it is important to rehumanize the care delivery in this digital age. As providers rely on virtual care to meet with patients, they must focus on the human experience and how they can continue to ensure a seamless and compassionate healthcare journey.

SESSION: Building Empathy with Telebehavioral Health: Crossing the Urban-Rural Divide
Rural Americans face numerous health disparities compared to their urban counterparts. We'll examine telebehavioral models applied in rural settings, specifically shining a light on mental health services which are severely limited by availability and acceptability. We’ll delve deeper into one telebehavioral mental health model which involves three major components: telepsychiatry, onsite psychiatric engagement and telementoring.



Episode 2: Emphasizing the Human Connection in the Time of COVID-19

Thursday, December 10, 2020 | 11:30 AM – 1:00 PM ET


  • Digital transformation
    Innovation plays a tremendous role in allowing doctors to communicate with patients from a safe distance. The number of people fearful to visit their doctors continues to grow and must depend on telehealth to receive care. COVID-19 patients remain isolated from others and cannot have visitors. How is technology transforming care delivery and helping providers maintain a positive patient and caregiver experience?
  • Ageism in the Age of a Pandemic
    Ageism comes to light in the age of COVID-19. This pandemic has taken a toll in the elder population with nursing homes representing one in four COVID-19 deaths in the United States. How are providers continuing to care for seniors with the many obstacles at hand?
  • Compassion and Empathy During Unexpected Situations
    We’ll look at how we can manage patient and family needs and use existing technology to drive connection, communication while satisfying clinical needs and following evolving federal and state guidelines.



Episode 3: SHIELD: When Workplace Violence and the Healthcare Experience Intersect 

Tuesday, January 12, 2021 | 11:30 AM – 1:00 PM ET 


As part of the six-episode digital series focused on changing implications for empathetic and innovative care, Kelly Hancock, DNP, RN, NE-BC, FAAN will lead Cleveland Clinic's highly important SHIELD program, shedding a spotlight on current safety topics relevant to healthcare organizations, including workplace violence, trauma-informed care, emergency management, drug epidemics and general security.

Continuing education hours will be awarded for certain episodes. Cleveland Clinic Enterprise is accredited with distinction as a provider of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation.


Episode 4: Fostering Meaningful Communication Among Patients & Caregivers

Thursday, February 11, 2021 | 11:30 AM – 1:00 PM ET


Relationship-centered communication skills are essential to maintaining patient-provider satisfaction, engagement and confidence. Effective communication impacts patient safety, provider liability, quality and at a more basic level, it’s the right thing to do.

  • How do we foster meaningful patient-provider communication?
  • How can organizations effectively educate and engage family and caregivers?
  • Communication virtually and communication without facial connection

Episode 5: Identifying Bias and Social Determinants to Improve Patient Care

Thursday, March 11, 2021 | 11:30 AM – 1:00 PM ET


Socioeconomic factors are a public health determinant that affects a patient's physical psychological, and emotional health. Clinicians cannot eliminate the social determinants that patients face, but they can tailor care to best meet the patient’s specific health needs.


Episode 6: How Behavioral Economics and Digital Tools are Shaping the Future of Patient Experience

Thursday, April 8, 2021 | 11:30 AM – 1:00 PM ET


How can providers and patients pinpoint the subconscious incentives and disincentives that influence actions around engagement and consistent care ownership?

We know that ease and accessibility impacts personal behavior—when cigarette prices increase, smoking rates drop; consumers more often opt for a banana over an orange simply due to peel-ability; people opt to donate organs more often when it’s the default. What realistic actions can we implement into our regular healthcare care routines to set ourselves up for success?


Register once for ongoing access to all live and on-demand content.


Continuing education hours will be awarded for certain episodes. Cleveland Clinic Enterprise is accredited with distinction as a provider of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation.

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