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Conference 2012 Presentations
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KEYNOTE PRESENTATIONS

Al Stubblefield - Creating and Sustaining a Culture of Patient-Centered Excellence Part 1, Part 2

Fred Lee - Going from Good to Great in Patient Perceptions

Wendy Leebov - How to Achieve a Win-Win-Win: The Patient-Physician Dialogue and CAHPS

Colleen Sweeney - The Patient Empathy Project - What Patients Fear and Why Hospitals Have to Know

Tiffany Christensen - Beyond the Bedside: A Patient Perspective on Transforming the Healthcare Experience through Partnership 

BREAKOUT SESSION PRESENTATIONS

PATIENT EXPERIENCE PRACTICES

    Involving Nurse and Physician Leaders in Improving Patient Satisfaction and Experience of Care

    Process Improvement Practices and Tips for Sustaining Change

    Families in Our ICU? Oh My! The Development of the Family Care Partner Role in a Level One Trauma Center

    Engaging Physicians in the Patient/Provider Experience-A Case Study

CULTURE AND CHANGE

    Achieving Patient Experience Excellence Through Cultural Transformation

    Rewiring The Patient Experience in the Emergency Department    

    Creating and Sustaining a Culture of Service

    Hardwiring Service Excellence

MARKETING STRATEGIES

    CXO, WOW, & WOM: A Top-Down Approach to Patient Experience Tied To The Bottom Line (PDF not available)

    You Cannot Manage Perceptions in the Same Way You Manage Outcomes

    Becoming One With the Patient: Aligning Patient Experience with Brand Promise

    Concierge Care: Service with (much) More Than a Smile

RESEARCH AND MEASUREMENT

    What’s Reasonable? Patient and Caregiver Perspectives in Provision of Service

    Using Life Stories to Create the Ultimate Patient Experience

    Patient Experience Grant Research Panel

    Discoveries From The Beryl Institute Noise Project 
   




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