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Patient Experience Conference 2018 - Program
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April 16-18, 2018 • Hyatt Regency Chicago • Chicago, Illinois

Why Attend

Patient Experience Conference 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.

Breakout Session 1: Monday, April 16, 2018, 3:30 - 4:30 PM

Engaging Families and Teams in I-PASS to Improve Patient Safety and Experience
Michele Ashland BA, Lead Parent Coordinator, Lucile Packard Children's Hospital Stanford
Jennifer Baird PhD, MPH, MWS, RN, Director, Institute for Nursing and Interprofessional Research, Children's Hospital Los Angeles  
Alisa Khan MD, MPH, Staff Physician, Instructor of Pediatrics, Boston Children's Hospital; Harvard Medical School

Improving Patient Experience, Safety & Progression through Care Model Redesign & Lean Management System
Michelle Cline MSN, RN, Care Model Redesign Manager, Long Beach Memorial Medical Center/Miller Children’s Women’s Hospital Long Beach
Judy Fix MSN, RN, SVP Patient Care Services/CNO, Long Beach Memorial Medical Center 
Donna Litwinski PT, Master Lean Fellow, MemorialCare Health System      

Mitigating Unconscious Bias to Improve Patient Experience
Pamela Abner MPA, Vice President and Chief Administrative Officer, Office for Diversity and Inclusion, Mount Sinai Health System
Barbara E. Warren Psy. D., Director, LGBT Programs and Policies, Office for Diversity and Inclusion, Mount Sinai Health System 

Reducing Healthcare Disparities with a Culture of Caring
Audrey M. Bohanan, Chief People Officer, Adelante Healthcare     

Transforming the Patient Experience through the Shared Medical Appointment Model
Marianne Sumego MD, Director, Shared Medical Appointments, Cleveland Clinic

Understanding Pain Management Practice in Patient Experience
Susan E. Mazer PhD, CEO, Healing HealthCare Systems, Inc.

Where Caregiver Experience Meets Patient Experience: Raising Family Caregiver Awareness
John Schall, Chief Executive Officer, Caregiver Action Network
Lisa Winstel, Chief Operating Officer, Caregiver Action Network

Mini Session 1A: 20-minute presentations with a combined Q&A

Engaging Patients and Families in Healthcare Transformation through Centers for Medicare and Medicaid Services National Initiatives
Kellie Goodson, Director, HIIN & TCPi Delivery, Vizient, Inc.

Putting Qualitative Patient Experience Data to Work in Designing Inpatient Care Delivery
Senem Guney PhD, CPXP, Founder and Chief Experience Officer, NarrativeDx
Patrick Kneeland MD, Medical Director of Patient and Provider Experience, University of Colorado Hospital and Clinics

Mini Session 1B: 20-minute presentations with a combined Q&A

Staff Communication Strategies in Improving the Patient Experience with Patients and Families
Karima Karmali RN, BScN, MBA, Director, Centre for Innovation & Excellence in Child and Family-Centred Care, The Hospital for Sick Children
Gabrielle Maurice MSW, RSW, Patient and Family Experience Coordinator, The Hospital for Sick Children
Sitara de Gagne BA, MFA, Family Advisor ,The Hospital for Sick Children

Utilizing Personalized Provider Cards to Improve Patient/Doctor Connections  
Jessica Colyer MD, Medical Director, Inpatient Cardiology, Children's National Health System
Tina Halley MD, Unit Medical Director, Division of Hospitalist Medicine, Children's National Health System


Breakout Session 2: Monday, April 16, 2018, 4:45 - 5:45 PM

A Framework to Optimize Patient Access Services: The Double Platinum Rule
Stacy Calvaruso CHAM, AVP Patient Access, LCMC Health System

Building Organizational Capacity for Patient Engagement
Carol Fancott PT, PhD, Director, Patient and Citizen Engagement, Canadian Foundation for Healthcare Improvement   
Angela Morin BA, Patient Advisor, Canadian Foundation for Healthcare Improvement 
Maria Judd BScPT, MSc, Senior Director, Patient Engagement and Improvement, Canadian Foundation for Healthcare Improvement

Connecting Employee Engagement with Service Delivery Excellence
Emilie R. Bartolucci BA, MPA, Sr. Manager Enterprise Client & Employee Experience - Research, Analytics & Innovation Office, BAYADA Home Health Care LLC    

From ICU to I See You: Small Changes to Make a Big Difference in Patient Care
Nancy Michaels, President,

Including the Voice of the Patient through Technology to Transform the Patient Experience
Joanne T. Clavelle DNP, RN, NEA - BC, FACHE, Regional Vice President, Chief Nursing Officer - West, GetWellNetwork           
Karen Drenkard PhD, RN, NEA - BC, FAAN, Senior Vice President/Chief Nurse & Chief Clinical Officer, GetWellNetwork

Leveraging Physicians as an Integral Piece of the Patient Experience Care Team
Jake Poore, President & Chief Experience Officer, Integrated Loyalty Systems      
Chartalay Allmond, Clinic Operations Manager, Allergy, Audiology, Cardiology, Cardio Vascular, ENT, Pulmonary, Dignity Health Medical Foundation

Undergraduate Interns Impact Staff Responsiveness: At Your Service Program
Leah Kellar BSW, Supervisor, Patient Experience, Temple University Hospital       
Cassandra Cuesta MHA, Senior Manager, Patient Experience, Temple University Hospital
Danielle London B.A.Com, Supervisor, Patient and Family Engagement , Temple University Hospital 

Mini Session 2A: 20-minute presentations with a combined Q&A

Empathetic Approaches to Writing Meaningful Grievance Letters  
Amy Crowe, Legal Writer, Novant Health

We Can Talk: Co-Produced Children and Young People Mental Health Training for Hospital Staff
Kate Martin, Director, Common Room
Robin Barker, Project Lead & Senior Child and Adolescent Mental Health Nurse, Healthy Teen Minds
Grace Jeremy, Young Advisor, Common Room

Mini Session 2B: 20-minute presentations with a combined Q&A

Compassionate Communication Training Using the Breaking Bad News Model
Elizabeth Poret, Director of Programming, Breaking Bad News 
Anthony J. Orsini D.O., President, Breaking Bad News

Standardized Practices: How to Improve Medication Communication with Patients 
Takiya Reavis-Benjamin, Manager, Office of Patient Experience, Johns Hopkins Bayview Medical Center

Kimberly Goldsborough, Assistant Director of Nursing, Surgical Services, Johns Hopkins Bayview Medical Center


Breakout Session 3: Tuesday, April 17, 2018, 10:00 - 11:00 AM

Fostering Culture to Improve Patient Experience in the Emergency Department and Beyond
Troy Gideon RN, BSN, MBA, Director, Emergency Services and Programmatic Integration, St. Jude Medical Center      
Mary Ann Perez, Manager, Cultural Transformation and Patient Experience, St. Jude Medical Center

Implementing Staff Resilience Training to Improve Patient Experience
Kelly Makino MSW, CCMP, LMAC, Sr. OD Business Partner, Planned Parenthood of Orange and San Bernardino Counties

Implementing the New CAHPS Protocol for Obtaining Patient Comments About Their Care
Dale Shaller MPA, Principal, Shaller Consulting Group
Mark Schlesinger PhD, Professor of Health Policy Yale School of Public Health
Rachel Grob PhD, Director of National Initiatives, Associate Clinical Professor and Senior Scientist, Center for Patient Partnerships and Department of Family Medicine, University of Wisconsin-Madison
Richard Evans MA, Senior Vice President and Chief Experience Officer, New York-Presbyterian Hospital 

Patient Experience: The Past, The Present and The Future
Shari Berman, Co-Chair, The Beryl Institute GPFAC 
Victoria Baskett, Founder VBPatientSafetyFoundation
D'Anna Holmes, Program Manager - Patient Experience, Northwestern Memorial Hospital
David Andrews, Co-Chair, The Beryl Institute GPFAC 

Peer Navigation in Transgender Care: A Case Study in CoDesigning Care 
Jonathan Bullock, Principal Consultant, National Lead, Person & Family Centered Care, Kaiser Permanente
Janet "Dexter" Borrowman, Director, National Care Experience / Service Quality, Kaiser Permanente

Supporting Family Caregivers through Hospital-to-Home Transitions 
MaryAnne Sterling, Family Caregiver & Co-founder, Connected Health Resources
Danny van Leeuwen, Patient and Family Caregiver, Health-Hats
Amy Cain, Client Services Director: Care Transitions & Operational Consulting, Emmi/Wolters Kluwer
Geri Baumblatt, Executive Director of Patient Engagement, Emmi/Wolters Kluwer

Transforming Patient Experience Scores through Leadership, Execution, Accountability and Discipline 
Peter Karadjoff FACHE, COO, Henry Ford Wyandotte Hospital
Brian Lee CSP, Founder, CEO, Custom Learning Systems Group Ltd.

Understanding and Advancing the Patient Experience at End of Life 
Mike DeWitt, Manager, Patient Relations, Moffitt Cancer Center
Laura L. Jantz, Program Manager, Patient Experience, Service Excellence, St. Luke's Health System

Mini Session 3A: 20-minute presentations with a combined Q&A

Gathering Real-Time Patient and Family Feedback for Care Evaluation
Lisa Rubino, Director, Patient Experience, Boston Children's Hospital
Sara Toomey, Chief Experience Officer, Boston Children's Hospital

Understanding Social Determinants to Customize and Improve Healthcare
Dawn Major, Senior Director of Organizational Performance, Georgain Bay General Hospital
Christine Ralhan, Project Manager, North Simcoe Community Health Link

Mini Session 3B: 20-minute presentations with a combined Q&A

The Impact of '10 Minute Daystarts' to Boost Teamwork Morale and Improve Caregiver and Patient Safety 
Roel Van der Heijde MA, N3Wstrategy & RoelRotterdam

Dollars and Sense: Lessons from a Revenue Cycle Patient and Family Advisory Council
Melissa Hess, Revenue Cycle Project Specialist, Gundersen Health 
Katey Fortun, Patient, Sales and Design Consultant, Emmons Business Interiors


Breakout Session 4: Tuesday, April 17, 2018, 11:15 AM - 12:15 PM

Engaging the Family Voice to Provide Excellence in Cultural Competency 
Darlene Barkman, Family Consultant Children's Hospital of Philadelphia
Catherine Timko, Clinical Manager, International Patient Services Children's Hospital of Philadelphia
Laurie Miske, Nurse Coordinator, Children's Hospital of Philadelphia

First Impressions: The RN Advocate Role in the Emergency Department 
Aaron Kepner, Patient Experience Director, Geisinger Health System          
Katherine Thatcher BSN, Hospital Patient Liaison, Geisinger Health System

How to Prioritize Work to Drive Patient Experience Improvement 
Liz Huggins MS, CPXP, Patient Experience Consultant, Carolinas HealthCare System  
Jill Mabry CPXP, Patient Experience Director, Carolinas HealthCare System    

Our Journey to Joy: The Mission Health Team Member Experience
Stephanie Baron MSN, Vice President, Performance Improvement, Mission Health System

Pit Crew: How Communication Fuels the Ambulatory Surgery Center Patient Experience 
Mark L VanderKlipp, Partner, Connect_CX 
Gayle Bultsma RN CAPA, Peri-procedural Director, Northwest Michigan Surgery Center 
LoAnn VandeLeest RN, CEO, Northwest Michigan Surgery Center

Rethinking the Patient Experience: Virtual Patient Advocates Achieve Patient Activation 
Brian W. Jack MD, Professor and Chair, Department of Family Medicine, Boston University School of Medicine     
Elizabeth Angelo MSN, RN-BC, Director, Clinical Education and Outcomes, Carle Foundation Hospital & Physician Group       
Richard Bootes, Vice President Technology, TeleHealth Services     
Franni Vlahovich MSN, RN-BC, CPN, Education Specialist III, Carle Foundation Hospital

Using Patient and Family Centered Care Fundamentals in Establishing an Office of Patient Experience 
Keith Gran CPA, MBA, Chief Patient Experience Officer, Michigan Medicine    
Kate Balzer MSW, PFCC Patient and Family Advisor, Project Manager, Michigan Medicine        
Molly Dwyer-White MPH, Administrative Director, PX, PFCC, Michigan Medicine        

Mini Session 4A: 20-minute presentations with a combined Q&A

The Shift to a Patient-Focused Culture in Hospital-Affiliated Immediate Care Centers
Tom Scaletta MD, ED and IC Medical Director, Edward-Elmhurst Health   
Julie Danker MSW, PX Director, Edward-Elmhurst Health
Denise Arp MS, RN, Clinical Nurse Educator, Immediate Care, Edward-Elmhurst Health   

Understanding the Impact of Patient and Family Centred Care in Healthcare Provider Experiences
Katharina Kovacs Burns MSc, MHSA, PhD, Senior Manager, Alberta Health Services 
David Casey PhD, Director, Alberta Health Services

Mini Session 4B: 20-minute presentations with a combined Q&A

Operationalizing Patient Advisory Councils: Going Beyond the Boundaries
Holly Bradicich BSN, RN, Manager of Service Excellence, Duke Raleigh Hospital     
Priscilla Ramseur DNP, RN, CNOR, NEA-BC, CNO and Patient Care Service Officer, Duke Raleigh Hospital   
Marianna Craine MS, RN, ANP, GNP, Patient Advisor – Chair, Duke Raleigh Hospital    

Transforming Organizational Culture through Focused Improvements in Environmental Services    
Janiece Gray, CEO, Founding Partner, DTA Associates, Inc.           
James Galloway, Director Environmental Services & Linen, SSM Health Saint Louis University Hospital                                                                         


Breakout Session 5: Wednesday, April 18, 2018, 9:00 - 10:00 AM

Branding for Buy-in: Communicating your Service Journey
Kristin Baird RN, BSN, MHA, President/CEO, Baird Group   
Haley Gilman, Marketing and Community Relations Director, Divine Savior Healthcare      

Comfort, Dignity, Delight: An Economical Model of Therapeutic Arts and Holistic Services 
Alice Kinsler M.A., A.T.R, Manager, Therapeutic Arts and Holistic Services, Concord Hospital              

Enhancing Staff Engagement and Resiliency by Building a Culture of Respect
Rick Evans MA, Senior Vice-President and Chief Experience Officer, NewYork-Presbyterian Hospital

Enhancing Healthcare Experiences for Vulnerable Populations through the Implementation of a Navigator Role
Christine Kouri, Manager, Patient Experience, Children's Hospital of Eastern Ontario
Suelana Taha, Refugee Navigator, Children's Hospital of Eastern Ontario

Evaluating Levels of Engagement: Methods to Advance Your Patient and Family Partnerships 
Amy Petersen, Care Experience Manager, San Francisco Department of Public Health        
Sofia Solorzano, Patient Experience Coordinator, San Francisco Department of Public Health        
Robin George, Team Lead for Workforce Experience, San Francisco Department of Public Health 

Imaging Beyond the Scan: Connecting Patient Care, Staff Experience and Radiology Service Management 
Martijn Hartjes, Head of Global MR Marketing, Philips       

Overcoming Caregiver Burnout: Improving the Patient Experience in 60 Seconds or Less 
Charles Kunkle, Chief Engagement Officer, No Time To Care Solutions

Physician Engagement Strategies: Using Crowd Sourcing to Gain Insight on Patient Experience 
Justin Bright M.D., Senior Staff Physician, Henry Ford Hospital      

Social Media from the Lens of a Multigenerational Workforce: The Impact of Your Organization's Online Presence 
Laura Miller CPXP, Managing Consultant, NICU Innovation, March of Dimes Foundation

Mini Session 5: 20-minute presentations with a combined Q&A

Creating a Healing Environment: Collecting Real-Time Feedback to Improve Quiet at Night Scores 
Kristen Areyan BSN, RN-BC, ONC, Assistant Nurse Manager, VA Palo Alto Health Care System
Aaian Luciano, 3C UBC Chair, VA Palo Alto Health Care System
Jeanne Marie Glass BSN, RN-BC, ONC, Assistant Nurse Manager, VA Palo Alto Health Care System

Aileen Naungayan BSN, RN, CMSRN, WCC, Nurse Manager, VA Palo Alto Health Care System

Embedding a Culture of Kindness into Healthcare
Dr. Anne Marie Hadley, Doctor, Monash Health


E-poster presentations are graphic presentations visually highlighting proven practices, sharing successful ideas, offering problem-solving solutions or explaining an innovative program. Research ranges from a variety of patient experience topics illustrating key points, findings and outcomes in graphics, photos, and diagrams.

Sharing Patient Experience Results with Patient & Family Advisors
Paula P. Calestagne, Patient Experience Advisor, CIUSSS West-Central Montreal - Jewish General Hospitalum

Who is My Doctor? - Bridging the Gap Between Caregivers and Patients
Gary Jones,
Patient Experience and Engagement Coach for Inpatients, UAB Medicine

Bringing Bullet Rounds to the Bedside
Kimberly Smith, Clinical Manager, Chatham Kent Health Alliance

How Fox Chase Cancer Center Reached #1 in Patient Satisfaction Food Service: People, Processes and Technology
Nancy Baumann, Director of Nutrition & Hospitality and Admin Services, Temple Health | Fox Chase Cancer Center
Christopher Hiban, General Manager, Food & Nutrition Services, Sodexo

Patient & Family Engagement: Making Care Safer Together
Gabrielle Maurice, Patient and Family Experience Coordinator, The Hospital for Sick Children

Improvement Partnerships - How Mayo Clinic is Advancing the Patient Experience Movement
Erin Fairchild, Senior Advisor, Mayo Clinic
Eric Nelson, Senior Advisor, Mayo Clinic
Heidi Stehr, Senior Advisor, Mayo Clinic

Improving the Care of Patients with Autism in the Perioperative Complex
Amy Kratchman, Family Consultant, Children's Hospital of Philadelphia

Now Taking Reservations: A Hospital-Hotel Partnership
Kathleen Nichols MBA, RN, CPHQ, Director of Quality, St. Vincent Heart Center
Mary Sangiacomo, Guest Experience Coordinator, St. Vincent Heart Center
Emily Sego DNP, RN, NEA-BC, Director of Clinical Management, CV Service Line, St. Vincent Heart Center

The Power of the First Phone Call
Kristin Baird, CEO, Baird Group
Kalynn Baumann, Director Mystery Shopping Division, Baird Group

Implementation of a Patient Experience Survey for Pediatric Psychiatry Patients and Their Families
Lael Coleman, Patient Care Quality and Research Analyst, Children's National Health System
Mike Ruiz, Program Associate, Children's National Health System
Chanel Willis, Education Coordinator, Children's National Health System

Mapping Evidence of Patients' Experiences in Integrated Care Settings: Protocol for a Scoping Review
Alaa Youssef, Research Trainee, University of Toronto

Impact of Hospitalist Pamphlet on the Medicine Service
Katherine Hochman MD, Associate Chair, Quality, NYU Langone Health
Joan Kelly, Chief Patient Experience Officer, NYU Langone Health

myUHN: A Portal Co-Designed by Patients that Promotes a Caring Safely Culture
Vasiliki Bakas, Manager, myUHN Patient Portal Coordinator, University Health Network
Helen Dewar, Coordinator, myUHN Patient Portal, University Health Network

Improvement of Access and Intake Operations in a Pediatric Ambulatory Care Setting
Amy Kratchman, Family Consultant, Children's Hospital of Philadelphia
Patricia Richards, Senior Director for Main Campus, Ambulatory Care and Specialty Care Services, Children's Hospital of Philadelphia

Information Sources and Online Information Seeking Behaviours of Cancer Patients
Chua Gek Phin, Director, National Cancer Centre Singapore

A Prescription for Positive Patient Experience: Resolving Patient Complaint Issues
Holly Barbella, AVP - Women's, Geisinger Health System
Angela Miller, System Liaison - Office of the President, Geisinger Health System

Health Literacy and Education through Our Patient’s Eyes
Jenny Matthews, Clinical Nurse Specialist, Saint Joseph Hospital
Julie Moffitt, Project Manager, Saint Joseph Hospital

Telehealth Technology to Increase ED Capacity During Times of Surge
Neel Kapadia MD, Emergency Medicine Specialist, Duke University Medical Center

Family as Faculty: Improved Model for Developing Family Advisors for Staff Education
Gabrielle Maurice, Patient and Family Experience Coordinator, The Hospital for Sick Children (SickKids)

Patient and Family Engagement Framework
Juliana Harris, PFCC Project Lead, Alberta Children's Hospital
Marie McNaughton, Family & Youth Engagement Coordinator, Alberta Children's Hospital
Catherine Morrison, PFCC Manager, Alberta Children's Hospital

Low Cost, Real-Time Patient Satisfaction Feedback Program
Fernando Carnavali, Chief Primary Care, Mount Sinai Queens
Ozoria Yendy, Population Health Project Manager, Mount Sinai Queens
Brooke Pennypacker, Assistant Director, Care Management, Mount Sinai Queens

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