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Patient Experience Conference 2014 - Program
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April 7-9, 2014
Swissotel Chicago
Chicago, Illinois
OverviewWhy AttendPre-ConferenceKeynotesBreakout SessionsHotel/TravelSponsorshipRegister


Conference Program - Breakout Sessions

Patient Experience Conference 2014 is an interactive learning event, providing the opportunity for new connections and the sharing of ideas. Breakout sessions give you a chance to customize your experience and learn from the successes of other organizations.

In addition to the announced keynote speakers, the following conference breakout sessions will be available:

Breakout Sessions I: Monday, April 7, 2014 3:45-5:00 PM

Patient Centered Communication: "Change Your Words, Improve Their Care"

Kathleen Lynam, Director of Coaching Services, Baptist Leadership Group
Mary Ann Fuchs, DNP, RN, FAAN, Vice President of Patient Care & System Chief Nurse Executive, Duke University Health System

Decreasing our Noise to Increase our HCAHPS
Joanne Muzzey, Director of Patient Advocacy and Planetree, Elmhurst Memorial Healthcare
Deborah Steberg, Director of Professional Practice, Elmhurst Memorial Healthcare
Karin Bock, Relationship Based Care Coordinator, Elmhurst Memorial Healthcare

Accelerate Improvement of the Patient Experience by Integrating Two Proven Methodologies: Lean Daily Management System and Influencer
Greg Zobell, Network Director of Patient and Family Experience, John C. Lincoln Healthcare Network
Teresa Deason, President, Lean Synergy and Solutions

Service Recovery Takes More than a Coupon
Kristin Baird, CEO, Baird Group

Transforming the Emergency Department Experience
Tiffani Darling, Manager of Patient Experience, Northwestern Memorial Hospital
Michael Schmidt, MD, FACEP, Medical Director, Director of Emergency Department Informatics, Assistant Professor of Emergency Medicine, Northwestern University Feinberg School of Medicine, Department of Emergency Medicine
Eileen Brassil, BSN, RN, CEN, Northwestern Memorial Hospital

Enhancing the Patient Experience in the Physician Practice
Susan Kruger, Director Physician Services, Lake Health
Toya Gorley, Director Patient Experience, Center for Health Affairs

Capturing the Voice of the Patient
Lori Diduch, EVP, People, Service and Performance, William Osler Health System
Walter Rojenko, Executive Director of Service Excellence, William Osler Health System

Changing the Tide: Re-Envisioning On-boarding from the Chronic Care Patient’s Eyes
Todd Foster, Director of IT Patient Solutions, MD Anderson Cancer Center
Megan Chavez, VP of Delivery, Tower Strategies

Establishing Patient & Family Advisory Councils in Your Organization
Kim Pedersen, Administrative Director, Marianjoy Rehabilitation Hospital
Carol Santalucia, Vice President, CHAMPS Patient Experience

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Breakout Sessions II: Tuesday, April 8, 2014 10:15-11:30 AM
Lunch and Learn:
Tuesday, April 8, 2014 11:30 AM-12:30 PM

Measuring Talent in "The New Normal"
Robert Fortney, Director of Orthopedics, Neuroscience, Neurotesting, Northwestern Memorial Hospital
Holly Olson, Senior Research Associate, Talent Plus, Inc.

Taking Action and Engaging Your Employees
Dr. Cynthia King, Client Organization Development Consultant, Professional Research Consultants

Communication is Key: How Technology can Enhance the Patient Experience
Darrell Atkin, Director of Marketing, Skylight Healthcare Systems

Use of the Living History Program in the Pre-Med Student's World
Sheila Brune, Director of Service Excellence, KSB Hospital
Dr. Michael Bennick, Associate Chief of Medicine/Medical Director of Patient Experience, Yale New Haven Hospital
Jannette Hodge, Director of Volunteer Services, Yale New Haven Hospital

Children's Care Cards: Creating Meaningful Conversations with Children
Mandy Wearne, Founder and Janet Butterworth, Director, Inspiration NW

Voice of the Veteran: Using Veteran Feedback to Enhance Care and Services, VA Greater Los Angeles Healthcare System
Deborah Lasker, Chief, Office of the Patient Experience, VA Greater Los Angeles Healthcare System
Micah Benson, Senior Experience Improvement Coach, Vertical Systems, Inc.

Patient Experience Grant Research Panel
Presenters TBA

Moving from Coach to CEO: Creating an Effective Communication Team
Eula Weaver, Patient Experience Coordinator, Flagstaff Medical Center
Jennifer Feeney-Steeples, Recreational Therapist, FMC Behavioral Health

Destination Medical Center: Hope, Health and Hospitality for Every Patient, Every Day
Lisa Clarke, Administrator of Destination Medical Center, Mayo Clinic
Bradley Narr, MD, Medical Director, Destination Medical Center

Nine Spiritual Principles for Patient Experience
David Carl, Executive Director of Pastoral Care and Education, Carolinas HealthCare System

FAQ: Building a Toolkit for the Patient Experience
Erica Steed, Manager of Patient and Family Engagement, GRHealth System
Bernard Roberson, Administrative Director for Patient and Family Centered Care, GRHealth System
David Andrews, Patient Advisor, GRHealth System

Using PFAC Feedback to Improve Patient Experience in the ED and Gastrointestinal Unit
Gloria Plottel, Founder and CEO, GSPsquared
Bert Thurlo-Walsh, Director of Department of Quality and Patient Safety, Newton-Wellesley Hospital
Brian O’Dea, Director of Department of Public Affairs and Marketing, Newton-Wellesley Hospital

A Collaborative Approach to Rapidly Improve the Patient Experience
Janet Wied, Director of Ambulatory Patient Experience, Allina Health
Steve Bergeson, MD, Medical Director of Care Improvement, Allina Health

Moving the Needle on Experience by Embracing Patient Cultural and Linguistic Diversity: A Hospital's Journey
Natasha Curtis, Language Access Services Coordinator, Akron Children’s Hospital
Cheryl Christ-Libertin, Evidence Based Practice Coordinator, Akron Children’s Hospital

Rounding with iPads to Improve Patient and Staff Satisfaction
Susan Murphy, Murphy RN BSN MS, Director of Patient Experience, University of Chicago Hospital
Gautum Mahtani, Loyalty Strategist, Customer Feedback Systems

Achieving Service Excellence through Personal Accountability
Richard Corder, MHA, FACHE, Assistant Vice President, CRICO Strategies

Breakout Sessions III: Tuesday, April 8, 2014 2:15-3:30 PM

Soaring for Excellence: Elevating the Organizational Experience through a Patient & Family Centered Culture
Airica Steed, Enterprise Chief Experience Officer, University of Illinois Health Center

Scoring and Optimizing the Patient Financial Experience
Lincoln Fish, Senior Vice President of Sales and Marketing, Avadyne Health

No Time To Care: Instilling Compassion Back Into Your Care in 60 Seconds or Less
Charles Kunkle, Administrative Director of Critical Care/Emergency Services, St. Mary Medical Center

Engaging Docs for a Culture that Rocks!
Sara Hockers, Administrative Director - Physician Services, Holy Family Memorial
Dr. Evelyn Sbar, Family Medicine Physician & Associate Medical Director, Holy Family Memorial
Laura Fielding, Administrative Director - Organizational Development, Holy Family Memorial

Going from Good to Brilliant in the Patient's Eyes
Elaine Collins, Head of Clinical Services, Nuffield Health Bristol Hospital
Lucy Melling, Head of Human Resources, Nuffield Health Bristol Hospital
Karen Pattison, Head of Service Development, Nuffield Health Bristol Hospital

Bust Your Assumptions about what Matters to Patients
Susan Haufe, Administrative Director of Service and Patient Relations, Virginia Mason Medical Center
Jennifer Phillips, Director of Innovation, Virginia Mason Medical Center

Patient Experience Insights from Data Analytics
Andrew Gallan, Assistant Professor, DePaul University

The SPIRIT Approach: A Children’s Hospital’s Strategy to Deliver High Quality, Safe and Memorable Healthcare Experiences
Deborah Smith, Spirit of the Child Coordinator, Baystate Children’s Hospital
Susan Sweeney, Clinical Nurse IV, Baystate Children’s Hospital
Martha Harrington, Clinical Nurse IV of Women and Infants Services, Baystate Children’s Hospital
Cynthia Kadish, BS, RN, CPN, Clinical Nurse IV, Adolescent & Young Adult Unit, Baystate Children’s Hospital

Practicing with Kindness, Compassion and Firmness: Setting Appropriate Boundaries with Patients and Families
Brenda Radford, Director, Guest Services, Duke University Hospital

Breakout Sessions IV: Wednesday, April 9, 2014 8:30-9:45 AM

The Impact of RN/MD Rounds on Patient Experience
Marina Farah, MD, Medical Director of Performance Management, Sound Physicians
Dr. Ali Hassani, Hospitalist, Sound Physicians
Kelly Alexander, RN, Hospitalist RN, Sound Physicians at NorthBay Healthcare

Mission Control: Driving Patient Satisfaction by Transforming the Caregiver Experience
Greg Berney, Senior Manager of Patient Experience, Cone Health Chaise Camp, Senior Manager of Patient Experience, Cone Health

The Missing Ingredient - Effective Internal Communications
Lynne Cunningham, National Speaker and Coach, The Studer Group

Improving Outcomes by Viewing Care Through Eyes of Patients and Families
Michelle Giarrusso, Director, PFCC Innovation Center

Making the Connection: The Bridge between Employee Engagement and Patient Experience
Lynn Ehrmantraut, Senior Vice President of Performance Improvement, Avatar Solutions
Julie O’Shaughnessy, Executive Consultant, Avatar Solutions and The Studer Group
Kathryn Muscato, Director of Service Improvement and Executive Consultant, Avatar Solutions

The Journey to Improving the Patient Experience: Utilizing Patient/Family Advisors in an Academic Medical Center
Sharon Cross, Patient/Family Experience Advisor Program Manager, Ohio State University Wexner Medical Center

New Ways to Improve the Patient Experience: Because it Begins Before the Front Door
Patricia Consolver, Director of Patient Access and Strategic Revenue Services, Texas Health Resources
Scott Phillips, Administrative Director of Patient Access, Texas Health Resources

Strategic Application of the Patient Experience Narrative
Heather McKay, Patient Experience Leader, ACT Health

Patient Rights and the Grievance Process - Practicing with Kindness, Compassion and Firmness: Setting Appropriate Boundaries with Patients and Families
Kate Clarke, Manager, Patient Relations/Interpreter Services, Cadence Health
Anita B. Woodward, FACHE, President, A. Woodward & Associates

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