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Patient Experience Conference 2014 - Presentations
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April 7-9, 2014
Swissotel Chicago
Chicago, Illinois

Below are the links to the breakout session presentations and recordings for your reference. Click on the session title to open the presentation materials.

Breakout Sessions I: Monday, April 7, 2014 3:45-5:00 PM

Kathleen Lynam, Director of Coaching Services, Baptist Leadership Group
Mary Ann Fuchs, DNP, RN, FAAN, Vice President of Patient Care & System Chief Nurse Executive, Duke University Health System
> Recording

Decreasing our Noise to Increase our HCAHPS
Joanne Muzzey, Director of Patient Advocacy and Planetree, Elmhurst Memorial Healthcare
Karin Bock, Relationship Based Care Coordinator, Elmhurst Memorial Healthcare
> Recording

Accelerate Improvement of the Patient Experience by Integrating Two Proven Methodologies: Lean Daily Management System and Influencer
Greg Zobell, Network Director of Patient and Family Experience, John C. Lincoln Healthcare Network
Teresa Deason, President, Lean Synergy and Solutions
> Recording

Transforming the Emergency Department Experience
Tiffani Darling, Manager of Patient Experience, Northwestern Memorial Hospital
Michael Schmidt, MD, FACEP, Medical Director, Director of Emergency Department Informatics, Assistant Professor of Emergency Medicine, Northwestern University Feinberg School of Medicine, Department of Emergency Medicine
Eileen Brassil, BSN, RN, CEN, Northwestern Memorial Hospital
> Recording

Enhancing the Patient Experience in the Physician Practice
Susan Kruger, Director Physician Services, Lake Health
Toya Gorley, Director Patient Experience, Center for Health Affairs

Capturing the Voice of the Patient
Lori Diduch, EVP, People, Service and Performance, William Osler Health System
Walter Rojenko, Executive Director of Service Excellence, William Osler Health System

Changing the Tide: Re-Envisioning On-boarding from the Chronic Care Patient’s Eyes
Todd Foster, Director of IT Patient Solutions, MD Anderson Cancer Center
Megan Chavez, VP of Delivery, Tower Strategies
> Recording

Establishing Patient & Family Advisory Councils in Your Organization
Kim Pedersen, Administrative Director, Marianjoy Rehabilitation Hospital
Carol Santalucia, Vice President, CHAMPS Patient Experience
> Recording

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Breakout Sessions II: Tuesday, April 8, 2014 10:15-11:30 AM

Moving from Coach to CEO: Creating an Effective Communication Team
Eula Weaver, Patient Experience Coordinator, Flagstaff Medical Center
Jennifer Feeney-Steeples, Recreational Therapist, FMC Behavioral Health
> Recording

Destination Medical Center: Hope, Health and Hospitality for Every Patient, Every Day
Lisa Clarke, Administrator of Destination Medical Center, Mayo Clinic
> Recording

Nine Spiritual Principles for Patient Experience
David Carl, Executive Director of Pastoral Care and Education, Carolinas HealthCare System
Connie Bonebrake, Chief Patient Experience Officer, Carolinas HealthCare System
> Recording

FAQ: Building a Toolkit for the Patient Experience
Erica Steed, Manager of Patient and Family Engagement, GRHealth System
Bernard Roberson, Administrative Director for Patient and Family Centered Care, GRHealth System
David Andrews, Patient Advisor, GRHealth System
> Recording

Using PFAC Feedback to Improve Patient Experience in the ED and Gastrointestinal Unit
Gloria Plottel, Founder and CEO, GSPsquared
Bert Thurlo-Walsh, Director of Department of Quality and Patient Safety, Newton-Wellesley Hospital
> Recording

A Collaborative Approach to Rapidly Improve the Patient Experience
Janet Wied, Director of Ambulatory Patient Experience, Allina Health
Steve Bergeson, MD, Medical Director of Care Improvement, Allina Health
> Recording

Moving the Needle on Experience by Embracing Patient Cultural and Linguistic Diversity: A Hospital's Journey
Natasha Curtis, Language Access Services Coordinator, Akron Children’s Hospital
> Recording

Rounding with iPads to Improve Patient and Staff Satisfaction
Susan Murphy, Murphy RN BSN MS, Director of Patient Experience, University of Chicago Hospital
Gautam Mahtani, Loyalty Strategist, Customer Feedback Systems
> Recording

Achieving Service Excellence through Personal Accountability
Richard Corder, MHA, FACHE, Assistant Vice President, CRICO Strategies
> Recording

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Lunch and Learn:
Tuesday, April 8, 2014 11:30 AM-12:30 PM

Measuring Talent in "The New Normal"
Robert Fortney, Director of Orthopedics, Neuroscience, Neurotesting, Northwestern Memorial Hospital
Holly Olson, Senior Research Associate, Talent Plus, Inc.
> Recording

Taking Action and Engaging Your Employees
Dr. Cynthia King, Client Organization Development Consultant, Professional Research Consultants
> Recording

Communication is Key: How Technology can Enhance the Patient Experience
Darrell Atkin, Director of Marketing, Skylight Healthcare Systems
Suzanne Wheeler, Director of Patient Experience and Process Improvement, Adventist Bollingbrook Hospital
> Recording

Use of the Living History Program in the Pre-Med Student's World
Sheila Brune, Director of Service Excellence, KSB Hospital
Dr. Michael Bennick, Associate Chief of Medicine/Medical Director of Patient Experience, Yale New Haven Hospital
Jannette Hodge, Director of Volunteer Services, Yale New Haven Hospital
> Recording

Children's Care Cards: Creating Meaningful Conversations with Children
Mandy Wearne, Founder and Janet Butterworth, Director, Inspiration NW
> Recording

Voice of the Veteran: Using Veteran Feedback to Enhance Care and Services, VA Greater Los Angeles Healthcare System
Deborah Lasker, Chief, Office of the Patient Experience, VA Greater Los Angeles Healthcare System
Micah Benson, Senior Experience Improvement Coach, Vertical Systems, Inc.
> Recording

Patient Experience Grant Panel
> Recording

Increasing the Focus on Patient-Centered Care Principles
Sheela Pandey, MSW, Case Manager, Neonatal Brachial Plexus Program, University of Michigan Health System

The Effect of Soothing Sound Machines and Meditation Using CD Players on Relaxation in Acute Care Orthopedic Patients
Barbara Bauer, RDN, Clinical Nutrition Program Manager, Sharp Coronado Hospital

Medical School Focus on the Patient Experience
Barbara Lewis, MBA, Founder, Joan's Family Bill of Rights

Effects of a Mindness-Based Stress Reduction Program on Cardiac Outpatients
Julie Falk, Wellspan Center for Mind/Body Health

Patient Experience Scholar Research Panel

The Financial Impact of Combining Clinical and Experiential Quality in U.S. Acute Care Hospitals
Claire Senot, PhD Candidate, Operations Management, The Ohio State University

Association Between Patient Experience and Hospital Financial Performance Pre and Post Implementation of CMS' Pay for Performance Initiative
Anthony C. Stanowski, DHA Candidate, Medical University of South Carolina and Vice President, Applied Medical Software

Improving Postoperative Pain Management: Education Intervention to Improve Knowledge and Attitudes of Nurses, Patient Satisfaction and Patient Outcomes
Gayle Ridgway, MSNA, APRN, CRNA, Anesthesia Professionals
> Recording

Breakout Sessions III: Tuesday, April 8, 2014 2:15-3:30 PM

Soaring for Excellence: Elevating the Organizational Experience through a Patient & Family Centered Culture
Airica Steed, Enterprise Chief Experience Officer, University of Illinois Health Center
Cheryl Pinotti, Director, Patient and Guest Experience Officer, University of Illinois Health Center
> Recording

Scoring and Optimizing the Patient Financial Experience
Lincoln Fish, Senior Vice President of Sales and Marketing, Avadyne Health
> Recording

No Time To Care: Instilling Compassion Back Into Your Care in 60 Seconds or Less
Charles Kunkle, Administrative Director of Critical Care/Emergency Services, St. Mary Medical Center
> Recording

Engaging Docs for a Culture that Rocks!
Sara Hockers, Administrative Director - Physician Services, Holy Family Memorial
Dr. Evelyn Sbar, Family Medicine Physician & Associate Medical Director, Holy Family Memorial
Laura Fielding, Administrative Director - Organizational Development, Holy Family Memorial
> Recording

Bust Your Assumptions about what Matters to Patients
Susan Haufe, Administrative Director of Service and Patient Relations, Virginia Mason Medical Center
Jennifer Phillips, Director of Innovation, Virginia Mason Medical Center
> Recording

Patient Experience Insights from Data Analytics
Andrew Gallan, Assistant Professor, DePaul University
> Recording

The SPIRIT Approach: A Children’s Hospital’s Strategy to Deliver High Quality, Safe and Memorable Healthcare Experiences
Deborah Smith, Spirit of the Child Coordinator, Baystate Children’s Hospital
Susan Sweeney, Clinical Nurse IV, Baystate Children’s Hospital
Martha Harrington, Clinical Nurse IV of Women and Infants Services, Baystate Children’s Hospital
Cynthia Kadish, BS, RN, CPN, Clinical Nurse IV, Adolescent & Young Adult Unit, Baystate Children’s Hospital
Shirley Hamill, Manager Lactation Services and Parent Education, Baystate Children's Hospital
> Recording

Managing the Grievance Process
Brenda Radford, Director, Guest Services, Duke University Hospital
> Recording

Breakout Sessions IV: Wednesday, April 9, 2014 8:30-9:45 AM

The Impact of RN/MD Rounds on Patient Experience
Marina Farah, MD, Medical Director of Performance Management, Sound Physicians
Kelly Alexander, RN, Hospitalist RN, Sound Physicians at NorthBay Healthcare
> Recording

Mission Control: Driving Patient Satisfaction by Transforming the Caregiver Experience
Greg Berney, Senior Manager of Patient Experience, Cone Health
Chaise Camp, Senior Manager of Patient Experience, Cone Health
> Recording

The Missing Ingredient - Effective Internal Communications
Lynne Cunningham, National Speaker and Coach, The Studer Group
> Recording

Improving Outcomes by Viewing Care Through Eyes of Patients and Families
Michelle Giarrusso, Director, PFCC Innovation Center
> Recording

Making the Connection: The Bridge between Employee Engagement and Patient Experience
Lynn Ehrmantraut, Senior Vice President of Performance Improvement, Avatar Solutions
Julie O’Shaughnessy, Executive Consultant, Avatar Solutions and The Studer Group
Kathryn Muscato, Director of Service Improvement and Executive Consultant, Avatar Solutions
> Recording

The Journey to Improving the Patient Experience: Utilizing Patient/Family Advisors in an Academic Medical Center
Sharon Cross, Patient/Family Experience Advisor Program Manager, Ohio State University Wexner Medical Center
> Recording

New Ways to Improve the Patient Experience: Because it Begins Before the Front Door
Patricia Consolver, Director of Patient Access and Strategic Revenue Services, Texas Health Resources
Scott Phillips, Administrative Director of Patient Access, Texas Health Resources
> Recording

Strategic Application of the Patient Experience Narrative
Heather McKay, Patient Experience Leader, ACT Health
> Recording

Practicing with Kindness, Compassion and Firmness: Setting Appropriate Boundaries with Patients and Families
Kate Clarke, Manager, Patient Relations/Interpreter Services, Cadence Health
Anita B. Woodward, FACHE, President, A. Woodward & Associates
> Recording

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