Exchange Day 2

Plenary Sessions

Plenary Sessions

7:30 AM - 8:30 AM Networking Breakfast

Plenary Sessions

8:30 AM - 8:45 AM Chairman’s Opening Remarks

Plenary Sessions

8:45 AM - 9:15 AM CASE STUDY: Strengthen the Basics: Revisiting the Fundamental Touchpoints of Patient Experience

Susan Osborne, System Director Patient and Associate Experience, CHRISTUS Health
The heart of patient experience comes down to the touchpoints caregivers provide along the patient journey. A solid foundation here is critical before investments can be made in the many “bells and whistles” to enhance patient experience. In this keynote, Susan Osborne speaks to her journey with CHRISTUS Health (27 hospitals in the US) and how she is making strides in PX:
  • Organizational assessment and coaching plans
  • Behavioral Bedside Shift Report Audit tool
  • Building your patient experience team

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Susan Osborne

System Director Patient and Associate Experience
CHRISTUS Health

Plenary Sessions

9:15 AM - 9:45 AM CASE STUDY: Living Core Values: How Organizational Mission & Vision Shapes Patient Experience

Jason Dupuis, Patient Experience Officer & Director of Employee Learning & Development, PM Pediatrics
Does the mission and values of your organization truly prioritize the patient experience? Are your caregivers living and breathing this vision? This case study explores how reinventing obsolete core values served as a catalyst to empower caregivers and prioritize critical behaviors impacting patient experience.

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Jason Dupuis

Patient Experience Officer & Director of Employee Learning & Development
PM Pediatrics

Break

Break

9:45 AM - 10:15 AM Networking Break

Workshop

Master Class

10:15 AM - 10:45 AM

BrainWeave

10:15 AM - 10:45 AM

Plenary Sessions

Plenary Sessions

10:45 AM - 11:15 AM Business Meetings

Plenary Sessions

11:15 AM - 11:45 AM Business Meetings

Plenary Sessions

11:45 AM - 12:15 PM FIRESIDE CHAT: Digital Experience Design for PX: Developing Solutions to Better Inform and Engage Patients

The digital solutions for PX are many. Apps exist for everything from scheduling appointments and collecting patient information to expecting mothers tracking the many stages and benchmarks of pregnancy. But how do organizations identify the types of digital experiences that will have the greatest impact on the patient journey? This fireside chat examines:
  • How to identify the gaps in patient experience a digital experience could narrow
  • The menu of custom digital solutions available
  • What to look for when investing in a digital solution

Plenary Sessions

12:15 PM - 1:15 PM Networking Lunch

Plenary Sessions

1:15 PM - 2:00 PM CO-OP KEYNOTE: Holistic Patient Experience: Exploring Collaboration Opportunities throughout the Patient Journey

Mary Beth Jenkins, Chief Operating Officer, UPMC Health Plan Sandy Radar, Chief Nursing Officer, VP of Patient Care Services, UPMC
UPMC is an integrated global health enterprise and one of the leading nonprofit health systems in the US. In this session, Mary Beth Jenkins, CCO on the insurance side, and Sandy Radar, CNO on the hospital system side, come together to discuss UPMC’s vision for a more holistic patient experience. Together, they will explore:
  • How leaders and divisions of an integrated, global health enterprise collaborate
  • How each division values and structures PX differently
Transforming PX feedback into meaningful tactics

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Mary Beth Jenkins

Chief Operating Officer
UPMC Health Plan
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Sandy Radar

Chief Nursing Officer, VP of Patient Care Services
UPMC

Plenary Sessions

2:00 PM - 2:30 PM Business Meetings

Plenary Sessions

2:30 PM - 3:00 PM Business Meetings

Plenary Sessions

3:00 PM - 3:30 PM FIRESIDE CHAT: Understanding the Patient Journey: Tools and Techniques in Journey Mapping

The end-to-end patient journey is expansive. Given the many players and caregivers in the patient journey, there will never be one “owner” of the holistic journey. As such, it is more important that ever for each touchpoint in the journey to deliver a great experience and understand their larger role in the holistic journey. This fireside chat examines techniques for best-in-class patient journey mapping, including:
  • Research methodologies to employ
  • Techniques for the mapping process
  • Technologies to help augment PX understanding

Plenary Sessions

3:30 PM - 4:00 PM Business Meetings

Break

Break

4:00 PM - 4:30 PM Networking Break

Plenary Sessions

Plenary Sessions

4:30 PM - 5:00 PM CASE STUDY: How Parkland Hospital Methodically Reinvented their Patient Experience Strategy

Vishal Bhalla, Vice President & Chief Experience Officer, Parkland Hospital
Parkland Hospital is Dallas’s public health system, standing by their mandate of furnishing aid and care to needy person’s residing the district. The hospital renewed its focus on patient experience in Spring 2017 with Vishal Bhalla taking the helm as Chief Experience Officer. He developed a methodical new strategy encompassing three key phases:
  • Employee experience
  • Patient experience
  • Guest and volunteer experience
Hear Vishal’s process for strategy development, its alignment with the Parkland mission and vision and his story of evolving tactical implementation.

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Vishal Bhalla

Vice President & Chief Experience Officer
Parkland Hospital

Plenary Sessions

5:00 PM - 5:30 PM Business Meetings

Plenary Sessions

5:30 PM - 6:00 PM Business Meetings

Plenary Sessions

6:00 PM - 6:30 PM KEYNOTE ADDRESS: Models and Mindsets: What can Design Thinking and Service Design methods do to improve your PX?

Natalie Schneider, Vice President, Consumer Experience, Anthem, Inc.
Design Thinking seeks to better understand patient needs so they can be better addressed through patient experience design. Service Design helps to better realize and leverage the holistic nature of experience delivery. How can both of these methods be leveraged in your own organization? In this keynote, Natalie Schneider examines some best practices in both methods and how Anthem is currently working to scale these processes throughout the organization.

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Natalie Schneider

Vice President, Consumer Experience
Anthem, Inc.

Plenary Sessions

6:30 PM - 6:30 PM Cocktail Reception