Exchange Day 3

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: How MetroHealth System Transforms Real-Time Patient Feedback into a Better Experience through User-Centered Design

Sara Laskey, Vice President and Chief Experience Officer, MetroHealth System
Sara Lehman Laskey revolutionized MetroHealth System’s feedback collection methods with short-form surveys, allowing actionable customer data to be available for tactical implementation immediately. Beyond data collection, her PX team uses user-centered design principles to ensure changes made based on that data are high impact. In this case study, Sara highlights best practices in user-centered design and shares some of the biggest user-centered “wins” at MetroHealth.

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Sara Laskey

Vice President and Chief Experience Officer
MetroHealth System

Plenary Sessions

9:15 AM - 9:45 AM CASE STUDY: What You Need to Focus on Today to Drive Cultural Transformation and Accountability

Cassandra Crowe, Vice President, Patient Experience, University of Maryland Upper Chesapeake Health
Hospital leaders are the PX transformation catalyst, therefore, PX leaders are charged with equipping these leaders with the tools they need to be the PX advocate and hold their teams accountable.This becomes even more critical when you are charged with PX leadership system-wide with many locations and organizational cultures. Cassandra Crowe leads us through her keys to pushing a patient-centric culture forward, including:
  • Visibility, Credibility, Trust
  • Bringing empathy back to caregiving: Life Stories Project
  • Developing meaningful partnerships outside the system

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Cassandra Crowe

Vice President, Patient Experience
University of Maryland Upper Chesapeake Health

Plenary Sessions

9:45 AM - 10:15 AM Business Meetings

Plenary Sessions

10:15 AM - 10:45 AM Business Meetings

Break

Break

10:45 AM - 11:15 AM Networking Break

Plenary Sessions

Plenary Sessions

11:15 AM - 11:45 AM CASE STUDY: How to Involve Patients and Families into the Core of your PX Strategy

Rachel Biblow, Senior Director of Patient and Family Services, The Children's Hospital of Philadelphia
At times, even the best designed surveys can only see so far into a patient’s journey. How can you really get the feedback you need from patients and their families to design experiences that meet their needs? In this case study, Rachel Biblow shares The Children’s Hospital of Philadelphia’s key implementations that have garnered a more agile model involving patients and families in every aspects of the patient journey.

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Rachel Biblow

Senior Director of Patient and Family Services
The Children's Hospital of Philadelphia

Plenary Sessions

11:45 AM - 12:15 PM KEYNOTE ADDRESS: Measuring PX: Metrics Beyond HCAHPS Scores to Quantify Patient Experience

Alan Dubovsky, Chief Patient Experience Officer, Cedars-Sinai Medical Center
Of course your HCAHPS scores are critical in maintaining accreditation and funding. However, there are many other ways to measure patient experience, many of which are more valuable and actionable for real PX improvement. Alan Dubovsky shares his best-in-class PX quantification tactics to include:
  • Real-time surveys and micro surveys
  • Retained patient value and loyalty
  • Social listening

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Alan Dubovsky

Chief Patient Experience Officer
Cedars-Sinai Medical Center

Plenary Sessions

12:15 PM - 1:15 PM Networking Lunch

Plenary Sessions

1:15 PM - 1:15 PM Exchange Concludes