Sunday, September 18, 2022

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The Green Monster of Fenway Park will be quite active as The Boston Red Sox take on The Kansas City Royals at 1:35pm.  Arrive in Boston early and take in a game at historic Fenway!

 

Monday, September 19, 2022

8:00am Registration Opens

8:30am - 10:00am Optional Pre-Conference Morning Workshop

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Workshop A - Blown-Up Silos, Maverick Mindsets, and Experience Ecosystems

Shawn Nason, Founder & CEO; Chief Experience Officer, MOFI

Michael Harper, Chief of Radical Experiences, MOFI

 

Businesses are more than org charts, strategy documents, and mission statements. They’re living, breathing ecosystems filled with people and, let’s be honest, when people are involved, things can get messy.

Instead of normalizing the messiness and frustrations, it’s time to rethink our approach, reimagine our relationships, and redesign our experiences all while doubling down on putting humans in the middle of everything we do. The result? A stronger organization whose people are able to make a profitable, sustainable impact on the world.

 

10:30am - 2:00pm Choose Between Two Optional Workshops B and C

 

Workshop B - The Complexities of the Cross-Cultural Aspects of the Patient Experience
Frank Cutitta, Graduate Professor of Cross-Cultural Communications, Healthcare Communications, and Healthcare informatics at Northeastern University and The University of New England. Survivor of 100-day COVID hospitalization

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The combination of an incredibly diverse patient population along with the cultural nuances of a wide variety of healthcare professionals make for a very complicated workplace environment. While the pandemic highlighted the communications challenges across cultures, the fact is that they have been and will continue to be one of the most important aspects of an optimized patient experience. Technology has been a solution to some of these hurdles, but it has come with some its own intercultural challenges.

This interactive workshop will study variations in patient communications styles and the most common mistakes made by healthcare providers in digital and face-to-face engagements. It will also study the challenges of communicating with family members of various cultures before, during and after the patient stay or visit.

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Workshop C - Lessons on Building a Culture of Innovative Patient Empathy and Compassion
 

One only need to hear the term “compassion fatigue” to know the challenges of providing empathetic care during very challenging times. While most clinicians bring these traits to the profession by design, healthcare leaders must build an ongoing culture of empathy and compassion that is baked into the central nervous system of provider and payer organizations.

As AI-driven empathic technologies become more prevalent, the ability to simulate real life emotion on these platforms will become critical to avoid frustration in patient and family engagements.

This interactive workshop led by a leading authority on empathetic care will teach how to create a blueprint for a more compassionate patient experiences during the most troubling times as well “during business as usual.”

 

Main Conference Begins

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1:15pm - 1:30pm Opening Remarks by Conference Chair
Bob Baker, MD

 

1:30pm - 2:30pm Opening Keynote: Sponsored by Wolters Kluwer
Compassionomics: (The Revolutionary Scientific Evidence that Caring Makes a Difference)
Stephen Trzeciak, MD, MPH, Chief of Medicine, Cooper University Health Care, and Professor and Chair of Medicine, Cooper Medical School of Rowan University

 

In this opening keynote, you will learn that:

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• Compassion has vast benefits for patients across a wide variety of conditions

• Missed opportunities for compassion can have devastating health effects

• Compassion can help reverse the cost crisis in health care

• Compassion can be an antidote for burnout among health care providers

• 40 seconds of compassion can save a life

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2:30pm - 3:00pm A Case Study in Compassionate PX Anarchy
Benjamin Moor, MD, Anesthesiologist, Tufts Medical Center

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Sometimes it takes breaking the rules in order to deliver the most empathic patient experiences. Dr. Moor will share his experience on how he tested the limits to reduce loneliness and isolation among patients by recruiting clinicians who put patient over self during the height of the pandemic.

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3:00pm - 3:30pm Networking Break
Sponsorship Opportunity- Contact Laura Ames - lames@icdevents.com

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3:30pm - 4:00pm The Evolving Impact of Patient Experience Outcome Measures on Healthcare
Nicholas J. Fustino, MD, CPXP, Division Director, Pediatric Hematology-Oncology

Blank Children’s Cancer and Blood Disorders Center
Alisa Drapeaux, DPT, ATC, PhD Candidate, Assistant Professor of Health Sciences

College of Pharmacy and Health Sciences, Drake University

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Patient experience has been utilized in the healthcare industry to evaluate healthcare quality, determine reimbursement, and characterize the provider-patient relationship. This presentation will share and review the utilization, interpretation, and impact of patient experience metrics in the healthcare setting. In particular, this session will evaluate clinician perception of patient experience related to self-reported changes in clinical practice. In addition, this presentation will characterize patient perception of provider/nurse communication during the COVID pandemic. Also, a discussion will be led by the presenter on how the above measures can be used to spearhead quality improvement initiatives to better train clinicians in enhancing patient perception of care.

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4:00pm – 4:45pm A Survivor’s View on the role of hope and character in PX Innovation
Doug Lindsay, Patient; Personal Medical Consultant, Founder - Doug Says LLC
 

Doug Lindsay became ill at age 21 and spent the next 11 years home- and bedbound until he figured out what was wrong, developed novel treatments to keep his rare autonomic-adrenal condition at bay, and eventually developed the innovative surgery used to treat him.

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During Lindsay’s 14-year medical odyssey, he worked with 35 senior faculty at 28 institutions, developed new uses for five existing prescription drugs, won a national first court case protecting patients’ rights, and developed the concept for the two successful, innovative adrenal surgeries used to treat his case.

Now, Lindsay is a nationally recognized speaker on the role of hope and character in innovation and in life. He is a Community Advisory Board member for Washington University’s Institute of Clinical and Translational Sciences and Institute for Public Health.

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He also provides an in-depth personal medical consultant service to a small number of rare disease and complex condition patients who’ve found themselves trapped in the medical system.

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5:00pm Opening Night Reception
Sponsorship Opportunity; Contact lames@icdevents.com

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Tuesday, September 20, 2022

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8:00am Coffee

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8:30- 8:45  Chairperson’s Opening Remarks
Bob Baker, MD

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8:45am - 9:30am Lessons on Building a Culture of Innovative Patient Empathy and Compassion at Sutter Health

Helen Riess, MD, Founder, Chief Scientific Officer, Empathetics, Inc.; Associate Professor of Psychiatry, Harvard Medical School; Author, The Empathy Effect

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One only need to hear the term “compassion fatigue” to know the challenges of providing empathetic care during very challenging times. While most clinicians bring these traits to the profession by design, healthcare leaders must build an ongoing culture of empathy and compassion that is baked into the central nervous system of provider and payer organizations.

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As AI-driven empathic technologies become more prevalent, the ability to simulate real life emotion on these platforms will become critical to avoid frustration in patient and family engagements.

This fireside chat led by two leading authorities on empathetic care will teach how to create a blueprint for a more compassionate patient experiences during the most troubling times as well “during business as usual.”

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9:30am - 10:10am Assuring that PFAC’s Truly Drive Innovation

Aamer Ahmed, Executive Director of Patient Experience, Brigham Health and Mass General Brigham Integrated Care
Martie Carnie, Co-Chair Patient Family Centered Care Steering Committee / Senior Patient Advisor C-Chair Patient Family Centered Care Steering Committee / Senior Patient Advisor Brigham & Women Hospital

It seems so logical. Let’s assemble advisory councils of patients and families to get direct unfettered feedback on patient experience. However as many know these PFAC’s can quickly become just a formality to keep HCHAPS score to assure continued reimbursements. Deriving innovation from hours of patient feedback can be glacial in many providers.  This session will debate the strengths and weakness of patient-family advisory councils and will draw from decades of experience from PX leaders to discuss the blueprint for how these councils can be built to innovate as opposed to simply being discussion groups

 

10:10am -10:30am Networking Break in Sponsors Showcase
Sponsorship Opportunity – Contact Laura Ames lames@icdevents.com

 

10:30am – 11:15am The Patient View: Can Artificial Intelligence Replicate a True Patient Experience
Rebekah S.M. Angove, PhD, Vice President of Evaluation and Patient Experience, Patient Advocate Foundation

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There is some debate as to whether artificial intelligence in PX settings actually replicate “real patient intelligence”. And how much should a patient know about the use of AI (or lack thereof) in their treatment. This session will provide thought provoking insights directly from patients responding to a new study by the Patient Advocacy Foundation.

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11:15am -12:00pm  Panel: Viewing Experience through the Patent Lens

Moderator- Kate Milliken – Patient Advocate & Survivor

Patients who have battled a variety of health issues

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Experience tells us that listening to the patient is sometimes considered a luxury as opposed to a necessity. This session will have one purpose. To listen to patients who have been hospitalized with a wide variety of illnesses and who will describe what made those experiences optimal and what made some of them horrifying.

 

12:00pm – 1:30pm Luncheon
Sponsorship Opportunity – Contact Laura Ames lames@icdevents.com

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1:30pm - 2:05pm A Case Study in Voice Enabled Patient Communications

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The rapid proliferation of voice enabled devices in the consumer market has seen a similar growth curve in healthcare instances. These range from in-patient communications at the expense of the ancient call bell, to applications for outpatients as hospital-at-home technology becomes more prevalent. This fascinating session on the evolution of what is now referred to as “ambient computing” will cover the voice-enabled patient experience and what PX leaders need to know about the challenges and opportunities of deploying these devices.

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2:10pm - 2:45pm Session TBA

 

2:45pm – 3:00pm Networking Break
Sponsorship Opportunity – Contact Laura Ames lames@icdevents.com

 

3:40pm – 4:15pm Integrating Extended Reality into a Patient Engagement Metasphere

Eran Orr, CEO & Founder, XR Health

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Healthcare has been a major focal point of what is now referred to the metaverse, or the network of virtual worlds delivered through virtual reality (VR), augmented reality and now the al-encompassing extended reality (XR). In this session one of the recognized leaders in XR will discuss actual clinical use cases where these technologies are enhancing the patient experience by Improving the efficacy of clinical applications ranging from the reduction of PTSD and opioid dependance to enabling surgeons to train on simulations that were previously only seem in science fiction.

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4:15pm - 5:00pm  Focus Group of America's Top Rated PX Providers (Rural, Urban and Suburban)

Moderator:  Frank Cutitta, Senior Advisor, ICD Healthcare Network

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This interactive panel will draw from the experiences of four provider C-suite leaders, representing diverse system sizes and geographic profiles who have distinguished themselves as having the highest patient experience scores in the country.

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Night Out in Boston…A Must Attend Event!

On Tuesday evening, September 20th, Patient Experience Symposium delegates are invited to experience Boston at Night!  Night Out in Boston will give you the opportunity to network with colleagues in a social setting while enjoying the sites of the city.  You may choose from the best Boston has to offer.  This night out will bring you to Faneuil Hall and Quincy Market where you can walk around and shop or sit and enjoy a cocktail and dinner.  The rich historical areas of Boston Harbor and Beacon Hill offer a different perspective in the evening, don’t miss these relaxing sites after your busy day.  The always popular Italian North End offers you and your colleagues an evening of traditional Italian dining while enjoying the preserved architecture of the area. 

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Attend this night full of fun with your peers!  All you have to do is sign up at the Patient Experience Symposium registration desk!

 

Wednesday, September 21, 2022

 

8:00am Breakfast Keynote Speaker
Sponsorship Opportunity – Contact Laura Ames lames@icdevents.com

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9:00am - 9:45am Advancing Patient Experience in a World of Team Exhaustion - Three Proven Actions
Steve Beeson, MD, Author

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Leading areas of expertise focused on physician engagement, high-performing teams, high-trust cultures, and physician leadership, Stephen Beeson, MD sets the standard for clinical and organizational best practices in improving physician-patient communication, advancing care team collaboration, and restoring joy for clinicians in their work.

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9:45am - 10:30am  After the Goldrush – Re-Optimizing Telemedicine for Patient and Clinician Satisfaction
Joe Kvedar, American Telecommunications Association (ATA)

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For many who attend telemedicine conferences the big question is whether the technology has reached its peak or whether it’s starting to fade as the proverbial “new normal” emerges. More important, after over two years of extensive use has the patient (and clinician) experience improved, or whether telemedicine is simply a convenience. Finally, in what other PX areas has telemedicine emerged that go well beyond the remote care model. No better speaker to discuss these trends than the head of the world’s leading telemedicine organization.

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10:30am - 10:45am Networking Break in Sponsors Showcase
Sponsorship Opportunity – Contact Laura Ames lames@icdevents.com

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10:45am – 11:20am A Cancer Survivor View of Empathic Care at Dana Farber
Betsy Harald – Cancer Survivor

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11:20am Luncheon and Closing Keynote Speakers TBA

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3:00pm End of Conference

 

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