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Agenda

19th Annual International Patient-Centered Care Symposium


September 22-25, 2013

Day 1: Sunday, September 22, 2013

10:00 A.M.
Harborside Registration
 

Registration Opens
 

11:00 A.M.—12:30 P.M.

Lunch On Your Own
 

12:30—2:30 P.M.
 

Interactive Sessions 

Session 1
International
Heron
 

Examining Patient Experience and Health Outcomes Across the Continuum in Canada
Richard Sawatzky R.N., Ph.D., Associate Professor of Nursing, Trinity Western University School of Nursing; Research Scientist, Centre for Health Evaluation and Outcome Sciences (CHÉOS), St. Paul’s Hospital, Vancouver, British Columbia, Canada
Lena Cuthbertson, Provincial Director, Patient Centred Performance Measurement and Improvement, British Columbia Ministry of Health, Vancouver, British Columbia, Canada

This session will provide an overview of the use of patient reported experience measures (PREMs) and patient reported outcome measures (PROMs) in healthcare, and review initiatives underway in British Columbia in both primary and secondary care sectors in an effort to gauge health care quality from the perspective of the patient.

Delivering Safer Care to Patients by Studying Never Events in the Community While Changing the Conversation on Patient Experience
Yvonne Ashford, Vice President for Client Services, Central Community Care Access Centre, North York, Ontario, Canada
Anne Wojtak, Senior Director Performance Management and Accountability, Toronto Central CCAC, Toronto, Ontario, Canada
Stacey Daub, Chief Executive Officer, Toronto Central CCAC, Toronto, Ontario, Canada
Cathy Szabo, Chief Executive officer, Central Community Care Access Centre, North York, Ontario, Canada

This session will outline two initiatives that have improved patient outcomes in the community setting. Learn about the first research-based application of Never Events, in the community care setting, to improve the management of contracted service providers and to deliver safer care to patients in their homes. Also learn about using patient experience survey results to create a burning platform to enable a quality change process towards an aligned vision of “outstanding care – every person, every day” across multiple service providers.

Panel Discussion and Q&A
Following the two presentations, a panel discussion including the five international speakers will conclude the session.
 

Session 2
Physician Leadership
James

Changing Physician Culture: “Informating the Clan”
David Maizel, M.D.
, CVP and President, Sentara Medical Group, Norfolk, VA

Successful healthcare transformation requires physician engagement, without which attempts are likely to fail. Sentara Medical Group has established an effective approach to change its physician culture. Their journey incorporates principles identified by Dr. Rajiv Kohli from The College of William and Mary Business School Professor called “Informating the Clan”. This presentation describes their journey and offers tools for systematic implementation of change. 
 

Session 3
Consumerism & Marketing
Essex A

 

Brand-Driven Experience:  Myths, Mysteries and Meaningful Moments
Karen Corrigan
, Founder and Chief Executive Officer, Corrigan Partners, LLC, Marketing, Norfolk, VA

Creating quality, brand-differentiated patient experiences has never been more important – or more challenging – for health systems seeking success in today’s complex healthcare market.  Learn how brand and experience can create meaningful moments of engagement between people and healthcare brands, and how to generate the ideas, emotions and memories that these moments create.
 

Session 4
Pediatrics
Essex B

 

Extraordinary Every Time
Sheilahn Davis-Wyatt, M.H.A., F.A.C.H.E.
, Senior Director of Ambulatory Services and Service Excellence, Children’s Mercy Hospitals and Clinics, Kansas City, MO

Service Excellence must be embedded in the culture and operations of an organization.  Children’s Mercy Hospitals and Clinics has woven Service Excellence into the fabric of their culture and way of life.  It is not just a program, but who they are, what they do, and how they do it.  This presentation explores the successes and barriers of implementing a program that is far reaching, beyond the bedside, and extends across the organization at all levels of staff.
 

Session 5
Care Continuum
Essex C

 

Person-Centered Care: The Heart of Satisfaction
Ruta Kadonoff
, Vice President of Quality and Regulatory Affairs, American
Health Care Association, Washington, D.C.
Christine Lang, Senior Director of Product Strategy, National Research Corporation, Seattle, WA

While data and statistics are important in helping guide improvement and establish priorities, so much about the experience of the person while in our care goes beyond anything a set of numbers can ever communicate. The ability to provide the best  customer experience and achieve the highest levels of customer satisfaction relies first on listening to the voice of the people we serve to ensure we understand their needs and expectations, and then critically considering how all aspects of our operations do or do not support meeting those needs and expectations. It is in identifying and tackling disconnects through that inquiry that we find the opportunities for the most meaningful improvement. Join this engaging discussion to delve what older adults in skilled nursing care centers  and home and community-based care settings want and need to support their well-being and identify strategies to improve the consumer experience through a holistic, person-centered approach to care.
 

3:00 P.M.
Harborside A-C

National Research Corporation Welcome

Susan L. Henricks, President and Chief Operating Officer, National Research Corporation,  Lincoln, NE
 

3:05—4:30 P.M.
Harborside A-C

Opening Session: Keynote Speaker

Safe Patients – Smart Hospitals:  How One Doctor's Checklist Can Help Us Change Health Care from the Inside Out - A Leading Innovator in Patient Safety Shows How to Save Lives.
Peter Pronovost, M.D., Director, Armstrong Institute for Patient Safety and Quality, Johns Hopkins, Baltimore, MD

While Americans spend more on healthcare than any other country in the western world, U.S. hospitals and clinics kill more patients. Patient safety expert Dr. Peter Pronovost is working to remedy that, by changing the way hospitals and doctors function day to day. In fact, his ideas are already saving people. By introducing a five-step checklist that standardizes a common ICU procedure, Dr. Pronovost has decreased the rate of infection-and as a result, unnecessary deaths- across the country by 90 percent.

Improving healthcare is a priority for all Americans, but it's a daunting subject. Dr. Pronovost makes reform relatable, easy to understand, and inspiring. With opinions and anecdotal evidence from patients, healthcare professionals, and Dr. Pronovost's own experience, as well as comprehensive research on medical procedures and policies, Safe Patients, Smart Hospitals helps show how simple steps can fix our hospitals and improve patient care.
 

4:30—4:50 P.M.
Harborside A-C
 

Picker Institute Announcement
 

4:50—5:30 P.M.
Harborside A-C

Awards Ceremony

The annual Path to Excellence awards ceremony hosted by National Research Corporation honors organizations that have earned the highest achievements in patient-centered care.
 

5:30—7:00 P.M.
Harborside D-E
 

Networking Reception

Day 2: Monday, September 23, 2013

6:00 A.M.
Harborside Registration

Registration Opens
 

6:30 A.M.
By invitation only
Essex A-B

Executive Breakfast

Physician Engagement in Healthcare Leadership: Challenges and Opportunities
Facilitator—Richard Buck, M.D., M.P.H., F.A.C.P.M.
, Independent Organizational and Healthcare Strategist, Saint Louis, MO
 

7:00—8:15 A.M.
Harborside E

Networking Breakfast

Enjoy your continental breakfast while networking with other Symposium attendees.
 

7:15—8:15 A.M.
Harborside D
 

Breakfast Presentation

Join your peers for a continental breakfast while learning more about the 2013 Symposium Path to Excellence award winners. Hear how the 2013 award-winning organizations improved the patient experience in their organizations and continue to sustain patient-centered care.
 

8:30—9:45 A.M.
Harborside A-C

General Session

Restoring the Human Experience of Care
M. Bridget Duffy, M.D., Chief Medical Officer, Vocera Communications,
San Francisco, CA

Does your organization pass the “mother test”?  Few do.  Imagine leaving a friend or loved one at the entrance of your hospital and knowing for certain that days later when you return to pick them up they received the safest, most compassionate care possible from every person who supported them along their journey.  This is the “mother test”.  In an era that challenges organizations to do more, better, faster, cheaper, and with fewer resources, patient experience is often an add-on to the strategic agenda of hospitals and health systems. In her presentation, Dr. Bridget Duffy will discuss the importance of unifying patient experience, safety, and quality initiatives and why, more than ever, it is time to humanize the experience of care.
 

9:45—10:00 A.M.
Harborside Foyer

Break
 

10:00—11:15 A.M.
Harborside A-C

General Session

Partnerships for Population Health: A Panel Discussion on Different Provider
Types Working Together Towards Better Patient Care

Facilitator— Amanda Twiss, President, Garnet Advisors, Seattle, WA
Barbara McCann, B.S.W., M.A., Chief Industry Officer, Interim HealthCare Headquarters, Washington, D.C.
Brian J. Silverstein, M.D., President, HC Wisdom, Baltimore, MD

Increasingly, providers across the continuum need to partner in order to impact and improve population health and patient outcomes. Hear from the leading healthcare organizations to learn how they operate, think about care, leverage technology, and explore organizational models for driving population health and customer-centric healthcare.
 

11:15—11:20 A.M.

5-Minute Stretch Break 
 

11:20 A.M.—12:00 P.M.
Harborside A-C

General Session - International 

Patients First: Engaging Patients and Families in Transforming a Health System
Maura Davies, B.Sc., B.Ed., M.H.S.A., F.C.C.H.S.E., President and Chief Executive Officer, Saskatoon Health Region, Saskatoon, Saskatchewan, Canada
Heather Thiessen, Patient/Family Advisor, Saskatoon Health Region, Saskatoon, Saskatchewan, Canada

Saskatchewan has adopted a provincial healthcare management system focused on increasing customer value and engaging patients and families in transforming a health system that serves more than 1 million people. Saskatoon Health Region is leading the way in using lean principles and engaging patients in continuously improving care and services, including facility design and involvement in rapid process improvement workshops which are changing organizational culture and empowering patients and families to be true partners in care.
 

12:00 P.M.—1:00 P.M.
Harborside D-E

Networking Luncheon
 

1:00—2:00 P.M.

Breakout Sessions

Session 1
Physician Leadership
Essex A-C

Implementing Physician Compensation tied to Patient Experience
Gregg Loughman, Vice President, Health System Strategy and Governance, National Research Corporation, Lincoln, NE

This presentation highlights key components important to creating and implementing a physician compensation program that is successful in driving quality and improving the patient experience. Topics to be discussed include the key components of the plan, challenges, and how to ultimately create buy-in from the participating physicians.
 

Session 2
International
Kent A-C

Using Digital Storytelling to Understand the Patient Experience
Sharon Pierson
, Vice President, Quality and Performance, Hamilton Health
Sciences, Hamilton, Ontario, Canada
Cherilyn van Berkel, Patient Experience Lead, Hamilton Health Sciences,
Hamilton, Ontario, Canada

This presentation will outline how Hamilton Health Sciences has been using digital storytelling since the spring of 2012 to help staff and providers across the organization to understand what matters most to patients and their families. Using methodology developed by the Centre for Digital Storytelling in California, patients and families are interviewed about their experience of receiving care at Hamilton Health Sciences. A 3-5 minute video comprised of photos, music and oral text outlining the patient's experience is presented to staff in facilitated sessions. The stories evoke an emotional response that promotes attitude change, which in turn promotes behavioral change, both of which are needed to transform culture.
 

Session 3
Care Continuum
Laurel A-B

Shift Happens: Customer Satisfaction to Pay for Performance Patient Experience
Paul Rao, Ph.D., C.C.C., C.P.H.Q., F.A.C.H.E., Vice President, Inpatient Operations and Compliance, MedStar National Rehabilitation Hospital, Washington, D.C.

This session describes an acute rehabilitation hospital’s shift from controlled Customer Satisfaction to navigating Patient Experience and HCAHPS P4P. With the New Value Disney Culture underpinning, this 137 bed acute rehab hospital’s improved Patient Experience and Team Member Satisfaction scores will be reviewed and a variety of strategies will be described. Strategies include a Secret Shopper campaign, No Pass Zone for enhancing response to call lights, Stop Lights on each unit to abate noise, and Senior Rounding to reduce clutter and doggedly push for performance wins from pain management to clean bathrooms.
 

Session 4
Care Continuum
Laurel C-D

Unwavering Advocacy – Managing the Journey
Cynthia Gamache, M.A., R.N., N.E.-B.C., Vice President and Chief Clinical Officer, Leesburg Regional Medical Center, Leesburg, FL

This timely and important presentation gets to the heart of the matter in healthcare: the imperative for providers to be relentless patient advocates. The relationship between the patient experience and clinical quality is essential for healthcare teams to grasp. A compelling mechanism for motivating providers, the patient story, will be examined. Through a discussion of current patient safety and care quality outcomes, caregivers will receive a call to action.
 

2:00—2:15 P.M.
Harborside Foyer

Break

 

2:15—3:15 P.M.

Breakout Sessions

Session 1
Consumerism & Marketing
Essex A-C

Embedding the Use of Predictive Consumer Survey Metrics
Eric Fletcher M.B.A., A.P.R., Senior Vice President, Mary Washington Healthcare, Fredericksburg, VA

In a case study format, learn how data from consumer surveys can help organizations predict future success in key organizational growth measures. The three objectives that will be discussed are: 1) Understanding the link between consumer survey data and market share; 2) Exploring consumer survey data as a predictor of future success; and
3) Viewing how organizations can embed key consumer metrics into organizational goals.
 

Session 2
Pediatrics
Kent A-C

Development of an Inpatient Family Experience of Care Measure: Pediatric HCAHPS
Sara L. Toomey, M.D., M.Phil, M.P.H., M.Sc., Managing Director of the Center of Excellence for Pediatric Quality Measurement, Children’s Hospital of Boston, Boston, MA
Helen Hrdy, Senior Vice President of Client Service, National Research Corporation, Lincoln, NE

The Agency for Healthcare Research and Quality (AHRQ) and the Centers for Medicare & Medicaid Services (CMS) have funded the Center of Excellence for Pediatric Quality Measurement (CEPQM) at Boston Children’s Hospital to create the Pediatric HCAHPS instrument.  The instrument is designed to measure aspects of families’ experience with the quality of inpatient pediatric care. Please join us in this session to learn more about Pediatric HCAHPS development and the national field testing of the instrument. National Research Corporation participated in the pilot and field testing of Pediatric HCAHPS.
 

Session 3
Care Continuum
Laurel A-B

Overview of Best Practices in Home Healthcare Transitions: Strategies to Engage Patients and Improve Outcomes
Tracey Moorhead, Chief Executive Officer and President, Visiting Nurse Association of America, Washington, D.C.

Patient engagement, challenging as it is, can have a significant impact on an organization’s ability to achieve Triple Aim goals. In this session, Tracey will review key concepts related to patient engagement, and will outline a framework and leading practices in engagement strategies deployed by provider-driven and customer-centric organizations.
 

Session 4
Physician Leadership
Laurel C-D

Effectively Implementing the PCMH Model: Considerations and Best Practices to Optimize Results
Denise A. Skrocki, M.S., R.N., Corporate Director, Patient Experience, Lahey
Health, Burlington, MA

This presentation will discuss the Patient Centered Medical Home (PCMH) Model and how UMass Memorial Health System effectively implemented the PCMH Model. Attendees will be able to compare best practices integration within the PCMH Model for driving patient experience and improved transitions.
 

Session 5
Care Continuum
Kent A-C

Implementing Strategic Activities to Effect the Patient Experience
Elizabeth Turcotte, M.S.N., R.N.-B.C.,O.N.C., Nurse Manager, Central Maine Medical Center, Lewiston, ME

The Orthopaedic Institute of Central Maine based within Central Maine Medical Center is a comprehensive orthopaedic service line caring for elective joint and spine cases as well as spine and orthopaedic trauma. Three unit-based strategic initiatives will be discussed relative to pain, noise at night, and medication side effects. A review of the initiatives, engagement of the staff in each and effect on patient perception, experience (pre and post implementation data) and overall care will be detailed within the presentation.
 

Evening

Free Time
 

Day 3: Tuesday, September 24, 2013

7:00 A.M.
Harborside Registration

Registration Opens
 

7:00—8:15 A.M.
Harborside E

Networking Breakfast

Enjoy a continental breakfast and network with other Symposium attendees.
 

7:15—8:15 A.M.
Harborside D

Breakfast Discussion

Patient Experience Improvement and The Picker Institute
Jona Raasch, CEO, The Governance Institute, a service of National Research Corporation, San Diego, CA
Ryan Donohue, Director of Program Development, National Research
Corporation, Lincoln, NE


Join your peers for a continental breakfast and discuss what organizations are doing to listen to patients and improve their experience as well as discuss the Picker Institute.
 

8:30—9:45 A.M.
Harborside A-C

General Session

Effective Implementation of Patient Outreach Programs
Richard L. Buck, M.D., M.P.H., F.A.C.P.M., Independent Organizational and Healthcare Strategist, Saint Louis, MO

Building on the principles of patient-centered care, this presentation describes proven strategies for developing and implementing patient outreach programs as well as sharing several valuable examples of effective patient outreach programs and their effect on publicly reported outcomes.
 

9:45—10:00 A.M.
Harborside Foyer

Break
 

10:00—10:45 A.M.
Harborside A-C

General Session

Customer Centric Healthcare
Ryan Donohue, Director of Program Development, National Research Corporation,  Lincoln, NE

Considering the consumer in healthcare take us from only considering patients
to including consumers in the population health equation.  In this session, you
will gain insights into healthcare’s newest change agent – the informed
consumer.
 

10:45—11:00 A.M.
Harborside Foyer

Break
 

11:00 A.M.—12:15 P.M.
Harborside A-C

General Session

The Healing Power of the Patient’s Story
Doreen Dann, R.N., B.S.N., M.H.A., Chief Operating Officer/Chief Nursing Officer, Chino Valley Medical Center, Chino, CA

Join Chief Nursing Officer, Doreen Dann, as she leads you through the importance of understanding the patient story in providing excellent patient-centered care. Chino Valley had an exceptional family who will lead you through their patient experience in a very moving and insightful video that leads you through their healthcare journey.
 

12:30 P.M.

Lunch On Your Own
 

Afternoon & Evening

Free Time
 

7:05 P.M.

Optional Activity

Baseball Game: Baltimore Orioles vs. Toronto Blue Jays

Join your National Research Corporation hosts from the U.S. (Orioles) and Canada (Blue Jays) for a private indoor tailgate party and tickets to the game. Tickets are limited. Please pre-register by Tuesday, September 3 to guarantee your tickets. For more information and to register, please visit www.nationalresearch.com/2013symposium
 


Day 4: Wednesday, September 25, 2013

7:00 A.M.
Harborside Registration

Registration Opens
 

7:00—8:15 A.M.
Harborside E

Networking Breakfast

Enjoy your continental breakfast while networking with other Symposium attendees.
 

7:15—8:15 A.M.
Harborside D

Breakfast Presentation

Rounding in the Digital Age
National Research Corporation Team, Lincoln, NE

Join your peers for a continental breakfast and learn about the best practices and considerations for using technology to aid in rounding activities.
 

8:30—9:45 A.M.
Harborside A-C

General Session 

The Best Care Possible – Clinical Social, and Cultural Transformation for the 21st Century
Ira Byock M.D., Chair, Palliative Medicine, the Geisel School of Medicine at Dartmouth; Director of Palliative Medicine, Dartmouth-Hitchcock Medical Center, Lebanon, NH

A doctor on the front lines of hospital care illuminates one of the most important and controversial ethical issues of our time. Dr. Ira Byock, one of the foremost palliative-care physicians in the country, argues that how we die is among the biggest national crises facing us today. In addressing the sorry state of dying in America, politics has trumped reason. Dr. Byock explains that to ensure the best possible care for those we love—and eventually ourselves—we must not only remake our healthcare system, we must also move past our cultural aversion to talking about dying and acknowledge the fact of mortality once and for all. In so doing, we can live emotionally authentic, healthier, and more joyful lives. Dr. Byock describes what palliative care really is, and—with a doctor’s compassion and insight—puts a human face on the issues by telling richly moving, heart-wrenching, and uplifting stories of real people during the most difficult moments in their lives. Byock takes us inside his busy, leading-edge academic medical center to show what the best care through the end of life can look like and how doctors and nurses can profoundly shape the way families experience loss.
 

9:45—10:00 A.M.
Harborside Foyer

Break
 

10:00—11:15 A.M.
Harborside A-C

General Session

Delivering Results in a High Performance Environment While Balancing Your FBI (Family, Business, and Interest)
Bernice J. Washington, M.B.A., M.T. (A.S.C.P.), C.M.C., President and Chief Executive Officer, BJW Consulting Group, LLC, Dallas, TX

Healthcare professionals will be motivated and inspired to engage in discussions and revolutionary thinking to forge the new healthcare transformation. Leaders will gain insight into how great leaders embrace the opportunities and face challenges in the post-reform environment. Healthcare systems that understand the importance of teamwork are valuable assets to the organization. This powerful presentation explores the self-motivation, strategies and actions required to enhance potential and maximize team performance.
 

11:15 A.M.

Closing Remarks