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Patient Experience Conference 2019 - Breakout Sessions
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April 3-5, 2019 • Hyatt Regency Dallas • Dallas, Texas

Why Attend

Breakout Session 1: Wednesday, April 3, 2019, 3:30 – 4:30 PM

Homeward Bound: Enhancing the Home Care Journey for Patients, Families and Caregivers
Hans Donkersloot  MSHA, MBA, Principal Consultant Kaiser Permanente
Evelyn Nodal MPH CPXP, Principal Consultant, Kaiser Permanente
Teresa A. Mountain, Director of Patient Care Services for Home Care, Kaiser Permanente

Communication Advisor Program: Engaging Patient & Family Advisors to Directly Provide Feedback
Emily Winslow MD, Medical Director, Patient and Family Experience, UW Health 
Jenna Wright, Program Manager, Patient and Family Advisor Partnership Program, UW Health

The Role of Relationships in Patient Engagement
Karen McIntire, Director of Human Resources, Southcentral Foundation   
Steve Tierney MD,
Medical Director of Quality Improvement and Chief Medical Informatics Officer, Southcentral Foundation          

Meeting the Consistency Challenge - Innovative Patient Experience Strategies that Work
Rick Evans, SVP and Chief Experience Officer , NewYork-Presbyterian Hospital

The 1-2 Punch: Recognition & Engagement and How Emory Healthcare Does it Right
Jessica McKenzie, Patient Experience Consultant, Emory Healthcare         
Kristie Simmons-Abney FACHE, CPXP, Sr. Patient Experience Manager, Emory Healthcare

Improve Rounding Efficiency to Accelerate Performance Improvement and Enhance the Patient Experience
Melissa Bertelson, Nurse Manager, Mayo Clinic Health System      
Amanda Green, Patient Experience Senior Advisor, Mayo Clinic Health System

PFAC Marketing and Recruitment Team Strategies that Enhance Collaboration and Promote Patient and Family Engagement
Deanna Abrams, Co-Chair, Pediatric PFAC Dana-Farber Cancer Institute               
Renee Siegel, Program Manager, Patient and Family Advisory Councils, Dana-Farber Cancer Institute

Examining the Relationship Between High-Performing PFE Hospitals and Quality and Safety Performance
Kellie Goodson MS, CPXP, Director, HIIN & TCPI Delivery, Vizient  
Knitasha V. Washington DHA, MHA, FACHE, Principal, ATW Health Solutions

What Every Patient Advocate Must Know About Patient Complaints and Grievances
Brenda Radford CPXP, Director, Guest Services, Duke University Hospital

Enhancing Clinical Leader Communication Skills through Simulation
Lorianne Classen, Patient Experience Consultant, Texas Children's Hospital         
Crystal Sallans LCSW, Patient Experience Consultant, Texas Children's Hospital

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

Establishing and Utilizing E-Advisors to Increase Patient and Family Engagement
Abigail Kozak, Patient Family Experience Consultant, Ann & Robert H. Lurie Children's Hospital of Chicago

How Patient Complaint/Grievance Root Cause Analysis Can Help Improve the Patient Experience
Pamela Segura MBA, CPXP, LSSYB, Director, Patient Relations and Service Excellence, Cook Children's Health Care System   

Breakout Session 2: Wednesday, April 3, 2019, 5:00 – 6:00 PM

Culture of Joy Fuels Results for a Patient Tragedy
Cynthia Sweeney, Executive Director, The DAISY Foundation          
Linda Talley, Chief Nursing Officer, Children's National Health System        

Only You Can Prevent PX Wildfires: Systems Thinking and the Patient Experience
Tiffany Fortin, Patient Experience Specialist, Munson Healthcare    

Sheila Moroney, Patient Experience Officer, Hennepin Healthcare  
Mark VanderKlipp, Founding Partner, Connect_CX               

The Wisdom of Homer's Illiad: The Un-initiative for Creating, Executing and Sustaining Patient Experience Excellence
Jason Vallee PhD, Vice President, Patient Experience, Cheshire Medical Center/Dartmouth Hitchcock Keene               

The NHS at 70 - How a Modern Teaching Hospital Still Embraces Volunteers
Richard Scarth, Director of Operations, The Royal Free Charity

Jenny Todd, Head of Volunteeting, The Royal Free Charity

Physician Engagement: A Unique Approach To Improving Physician Communication Skills
Justin Bright MD, CPXP, Physician Champion, Henry Ford Hospital 
Kelley Dillon MA, OD, Director, Office for Physician Communication and Peer Support, Henry Ford Hospital

The Power of Connections: Secrets For Moving Patient Experiences From Ordinary to Extraordinary
Jason Newmark, Vice President - Diagnostic Services, Baystate Health

Jake Poore, President and Chief Experience Officer, Integrated Loyalty Systems   

Improving Health and Care by Listening to Patients: A View from Three Health Systems
Michael Bennick MD, Medical Director for the Patient Experience, Yale New Haven Health    
Brad Crotty MD, Medical Director of Digital Engagement, Froedtert & the Medical College of Wisconsin
Rob Jennetten, Director of Innovation Partnerships, OSF HealthCare
Gregory Makoul MD, Founder and CEO, PatientWisdom, Inc.

Access for All: Equality in Healthcare Services Within Your Organization
Amy Crowe, Patient Advocacy Program Manager, Novant Health

What Would a Patient Advocate Do?
Linda Cline Raymond MBA, Patient Relations Representative, Northwestern Medicine, Central DuPage Hospital
Stephanie Lewis MS, BA, Director Patient Relations & Interpreting Services, Dayton Children’s Hospital
Elizabeth Mendoza BA, CPXP, Patient Experience Supervisor, Advocate Sherman Hospital
Kim Pedersen BA, CPXP, Director Patient Relations, Marianjoy Rehabilitation Hospital, Northwestern Medicine
Rebecca K. Ruckno MSW, MBA, Director Health Literacy and Interpreting Service, Geisinger Health System

Designing and Implementing a Patient Experience Bundle
Christina Mouradian, Program Manager Clinical Transformation, Northwell Health

Engaging the Patient, Family and Community to Improve Care for Transgender Pediatric Patients
Elizabeth Clegg, Senior Market Research Associate, The MetroHealth System
Margarita Diaz RN, Manager, Health Equity, The MetroHealth System
Jennifer Lastic, Supervisor, Patient Experience, The MetroHealth System

Shannon Scott-Miller, Patient and Family Advisor, The MetroHealth System

Breakout Session 3: Thursday, April 4, 2019, 10:15 – 11:15 AM

The Role of Nurse Executives in Patient Experience
Dale Beatty DNP, RN, NEA-BC, CNO/VP Patient Care Services, Stanford Health
Jerry Mansfield PhD, RN, NEA-BC
, Executive Chief Nursing Officer and Chief Patient Experience Officer, Medical University of South Carolina Health
Laura J. Wood DNP, RN, NEA-BC, 
SVP, Patient Care Operations & CNO, Sporing Carpenter Chair for Nursing, Boston Children's Hospital
Facilitated by:
Victoria Niederhauser DrPH, RN, FAAN, Dean & Professor, UT Knoxville College of Nursing, Co-Chair
Introduction by:
Karen Drenkard PhD, RN, NEA-BC, FAAN , Sr Vice President, Chief Clinical and Nursing Officer, O'Neil Center/GetWellNetwork

Compassionate Care for the Family Caregiver
Jill Gottlieb, Replication Coordinator, The Ken Hamilton Caregivers Center at Northern Westchester Hospital   
Marian Hamilton, Founder, The Ken Hamilton Caregivers Center at Northern Westchester Hospital
Jerri Rosenfeld LCSW, Director, The Ken Hamilton Caregivers Center      

The Art & Science of Engaging Team Members: A Best Practice Program Supporting Caregivers & Beyond
Jami Busse, (RT)T, Radiologist Technologist, UChicago Medicine
Kimberly Lenner MBA, Executive Director, Radiology, UChicago Medicine  
Sue Murphy RN, BSN, Chief Experience Officer, UChicago Medicine

Elevating Diversity and Inclusion to Strengthen Your Employee Engagement and PX Strategy
Jessica MacFarlane MPH, Senior Research Associate, Perception Institute         
Gieselle Poveromo, National Director Employee Experience & Engagement, Planned Parenthood Federation of America

Starting from Scratch: Defining, Designing and Deploying the Veterans Patient Experience Program
Jennifer Purdy, Director in Charge, Veterans Patient Experience Program   
Abigail Sanford, Change Manager, Veterans Experience Office                       

Be a Rock Star Health System - Optimizing OpenNotes for Patient Engagement and Safety
Lisa Danielpour, Patient/Family Advisor, University Hospitals        
Kerry Litman MD, CPPS, Physician, SCPMG Physician Lead for Patient and Family Centered Care, Kaiser Permanente Southern California Permanente Medical Group
Liz Salmi, Senior Strategist, Outreach and Communications, OpenNotes and Beth Israel Deaconess Medical Center   

The Value of Patient Narratives for Quality Improvement: Findings from a Pilot Test of the CAHPS Narrative Elicitation Protocol
Ingrid Nembhard PhD, Associate Professor of Health Care Management, The Wharton School, University of Pennsylvania  
Mark Schlesinger PhD, Professor of Health Policy, Yale School of Public Health 
Tara Servati, Patient Centered Care Specialist, New York-Presbyterian Ho
Dale Shaller, Principal, Shaller Consulting Group

Service Recovery in Healthcare:  Making Right What Went Wrong
Carol Santalucia MBA, Director, Service Excellence and Culture/Business Development, Cleveland Clinic Foundation

Mobile App Drives HCAHPS Growth through Patient Care Mapping
Luke Poppish, Executive Director of OB/GYN Service Line, South Shore Health System

Revealed: What Happens When Creating a Co-Design Culture
Charleen Tachibana  DNP, RN, FAAN, Senior Vice President and CNO, Virginia Mason Medical Center
Amy Tufano, Administrative Director, Patient Experience, Virginia Mason Medical Center

Sonja Hampton PhD, Patient Family Partner, Virginia Mason Medical Center

Merrill Meredith, Patient Family Partner, Virginia Mason Medical Center

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

Trainee Physician Experiencing Compassion: A Strategy to Enhance the PX of Compassionate Care
Sana Saeed, Assistant Professor, Aga Khan University Hospital

Muneera Rasheed, Senior Instructor, Aga Khan University Hospital

Improving Patient Experience through Real-Time Physician Engagement
Terri Young, Senior Vice President, Human Resources and Chief Experience Officer, Nemours Children’s Health System  

Breakout Session 4: Thursday, April 4, 2019, 2:45 – 3:45 PM

Narrative Kindness in Healthcare: Results from Gatherings of Kindness in Australia & USA
Lorraine A. Dickey MD MBA, Founder and CEO, The Narrative Initiative, LLC          
Ann Flood, Parent and CEO, Lauren's Hope Foundation       
Vivian Foulke RNC, BSN, Executive Director, The Narrative Initiative, LLC

Powerful Pronunciation: Overcoming Communication Barriers and Improving Physician Engagement
Rupesh Ksherti MD, Hospitalist, Geisinger Holy Spirit          
Gretchen L. Ramsey MPS, Director, Patient Experience, Geisinger Holy Spirit

Judy Ravin, President and Founder, Accents International, LLC        

It Takes a Team: Engaging Frontline Physicians to Improve the Journey Across the Continuum of Care
Cedrek L. McFadden MD. Vice Chair of Clinical Affairs, Department of Surgery, Greenville Health System
Theresa Varughese BSN, RN, Patient Experience Officer, Greenville Health System

Incorporating Diverse Perspectives from Patients & Families to Improve Children's Mercy Experience
Sheryl Chadwick, Patient and Family Engagement Program Manager, Children's Mercy Kansas City                               
DeeJo Miller, Patient and Family Engagement Program Manager, Children's Mercy Kansas City

Katie Taff CPXP, Manager, Patient and Family Engagement, Children's Mercy Kansas City         

How Hospitals Can Engage Patients as Partners through PFACs & a Health Information Sharing Campaign
Deborah L. Dokken, Coordinator for Patient and Family Partnerships, Institute for Patient and Family Centered Care    
Erin Mackay, Associate Director of Health Information Technology Programs , National Partnership for Women and Families            
Sharrie McIntosh, Vice President for Programs, New York State Health Foundation

Leaders Create the Environment: Moving Concepts of Care Experience into Daily Practice
Jennifer McClean, Vice President of Strategic Initiatives and Patient Experience, Mercy Health System
Cheryl Throgmorton, Executive Director- Organizational Development and Inclusion, Mercy Health System                           

Pedal to the Metal: How to Improve Patient Experience in 60 Days
Aamer Ahmed, Director of Patient Experience, Froedtert & The Medical College of Wisconsin
Lisa Hare, Manager, Performance Excellence Support Services Froedtert Health                

How to Win Over Data Doubters by Answering Common Data Questions and Refocusing on What Matters
 Stephanie Wells MSN, RN, CPXP, PCCN, Director, Patient Experience, Methodist Health System
Kyndall White CPXP, Project Leader, Organizational Effectiveness, Methodist Health System                

Optimizing Post-Discharge Outreach: Ensuring Safe Discharges through a Patient-Centered Technology
John Dodd, Program Manager, Office of PX and Engagement, University of Alabama-Birmingham Health
Kristen Noles , Nurse Manager, University of Alabama-Birmingham Health                       

Effective Use of Bedside Tech. & How it Delivers Improved Experience for the Patient & Care Team
Jacki Moore, Change and Training Manager, Epworth HealthCare 
Rhiannon Shortal, Outcomes Manager, Epworth HealthCare
Ben Williams, Snr Clinical Consultant Oneview Healthcare, Oneview Healthcare    

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

Management Overnight Program: Through the Eyes of the Patient
Darol Bates, Director of Patient & Family Advocacy, Northern Westchester Hospital        

Quantifying Your Commitment to Your Patient Experience Strategy
Lyndsey Newman, Project Manager, Memorial Hermann-Texas Medical Center  
Polina Strug, Director of Patient Experience, Patient Relations & Interpreter Services, Memorial Hermann-Texas Medical Center

Breakout Session 5: Friday, April 5, 2019, 8:45 – 9:45 AM 

Improving Patient and Family Experience in the NICU: A Practical Application of the Experience Framework
Lori Gunther, MS, CPXP, CEO/Partner Synova Associates LLC, Consultant, March of Dimes
Stacy Palmer CPXP, Senior Vice President & COO, The Beryl Institute

Mission Experience: Transforming Care in the Ambulatory Setting
CJ Merrill CPXP, Patient Experience Officer, Mission Health System         

ED CHAMPS Training: Engaging Your Team. Improving the Patient Experience
Leslie J. Moore BSN, RN, CPN, CPXP, ED Specialty Nurse, Arkansas Children's Hospital      
Katrin Wooley BSN, RN, CPEN, Arkansas Children's Hospital Emergency Department

Innovations in Patient Experience with a Mobile Wayfinding Platform
Katie Logan, Vice President Patient Experience, Piedmont Healthcare        

Putting Time on Your Side in the Waiting Room
Janet Giordano, Clinical Nursing Coordinator, St. Jude Children's Research Hospital
Diane McGarry, Manager, Patient and Family Experience, St. Jude Children's Research Hospital

Technology-Enabled Patient Engagement in a Behavioral Health Setting
Wendy Odell, Director, MH HIS Cluster, Ontario Shores Centre for Mental Health Science
Sarah Kipping, Team Coordinator, Professional Practice and Clinical Informatics, Ontario Shores Centre for Mental Health Sciences                 

Moonshot 2022: Our Challenging Yet Meaningful Journey toward A Patient and Family Centered Culture
Lee Ann Odom, President, Beaumont Hospital, Taylor        
Kelly Parent, Vice President, Patient Family Experience, Beaumont Health 

Driving Value by Designing Optimal Patient Experiences
Laura Harner , Director, Guest Services, Lehigh Valley Health Network     
Sue  Lawrence, Senior Vice President, Operations, Lehigh Valley Health Network          

My Hopes for an Improved Patient Experience - A Pecha Kucha Style Workshop
Richard Corder, Managing Director, TiER1 Healthcare

Kathryn Kellogg MD, MPH, Associate Medical Director, National Center for Human Factors in Healthcare, MedStar

Gautam Mahtani, Founder & CEO, CareExperience
Kenneth Rothfield MD, Chief Medical Officer, Medical City Dallas, Hospital Corporation of America
Carol Santalucia, Director of Service Excellence and Culture, Cleveland Clinic       
Alicia Wierenga, Manager of Patient Advocacy, UMass Memorial Health Care 

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

Merging Service into Safety Huddle: Promoting Team Collaboration
Sasha Hollman, Director 4 Medical/Case Management, Sarah Bush Lincoln Health System

Understanding Communication Gaps in the Consultation Process
Cristina Fischer, Medical Student, University of Wisconsin School of Medicine and Public Health      
Emily Winslow MD, Associate Professor, Department of Surgery, University of Wisconsin School of Medicine and Public 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.

Implementing Design to Empower Children
Jenny Hastings, Principal, Boulder Associates Architects

Enhancing the Practice of Family Centered Rounds for Parents and Providers in Pediatric Hospital Settings
Debbie Waltermire-Burton DrPH, OTR/L, Johns Hopkins Bloomberg School of Public Health

Care Experience Valley
Vicky Locey, Chief Operating Officer and Chief Nurse Executive, Kaiser Permanente
Kelly Tirone, Nurse Project Coordinator, Kaiser Permanente

Exploring Interventions to Increase Primary Care Providers' Use of Self-Management Goals
Nanci Reiland, Assistant Professor, Lewis University

Recruitment Strategies for Patient and Family Advisors
Mary Beth Billick RN, Patient Experience Specialist, London Health Sciences Centre
Alicia Cooper BA, MSW, RSW, Patient Relations Specialist, London Health Sciences Centre

Explaining Diabetes Warning Signs: A Parents' Mission
Christine Greer, Care Navigator, The Medical Center, Navicent Health
Mary Hoey, Nurse Researcher, The Medical Center, Navicent Health

Co-Design: Why Not Ask the Patient?
Dr. Anne Marie Hadley, Chief eXperience Officer, Monash Health

Impact of Communication Skills Training on Provider Burnout, Patient-Centeredness and Engagement
Agnes Barden DNP, RN, CPXP, VP, Patient & Customer Experience, Northwell Health
Natalie Bashkin, Specialist, Office of Patient & Customer Experience, Northwell Health

Culture: Promote, Support and Educate
Samantha Hall, Coordinator, Employee and Patient Experience, Norton Healthcare

Patient Feedback and Follow Up in a Virtual Care Environment
Michael Adler, Senior Manager, Clinical Service, PWN Health
Lara Goorland, Senior Director, Clinical Operations, PWN Health

Utilizing Volunteers to Improve Patient/Family Experience in Pediatric Healthcare Settings
Erica Sokol, Founder & CEO, StudentsCare

Building a Responsive Culture through Empathy
Gary Jones, Inpatient Patient Experience Coach, UAB Medicine

Improving Responsiveness to Call Lights
Angelique Brown BSN, RN, CCRN, Nurse Manager, UF Health Jacksonville
Melodie Logue MA, CPHQ, CPXP, Performance Improvement Specialist, UF Health Jacksonville

Person Centered Care: Definitions and Perceptions of Various Stakeholders
Nancy Kusmaul PhD, Assistant Professor, University of Maryland Baltimore County
Gretchen Tucker, Doctoral Student, University of Maryland Baltimore County


The 360◦ View: Capturing ‘Real-time’ Experiences of Patients, Patient/Family Advisors and Health Care Providers

Dr. Katharina Kovacs Burns, Senior Consultant, Alberta Health Services


Compassionate Connections: A Model for Relationship-Based Care

Denise Schoen, Chief Patient Experience Officer, Baystate Health
Mary Ann Simcoe, Senior Organizational Effectiveness Consultant, Baystate Health


Exploring the Patient’s Experience of Interprofessional Care

Katherine H. Morgan, Clinical Instructor, University of Tennessee


Implementation of the Net Promoter Score and the Platform for Continuous Monitoring of Patient Satisfaction in Cancer Treatment Units

Denise Ducco, Patient Experience Manager, Oncoclinicas Group

Marcia Menezes, Medical Director, Oncoclinicas Group


Pediatric Patient Experience: A Mixed-ED's Journey with Child Life

Ben Froedge, ED Clinical Operations Manager, IU Health Arnett

Brad Jordan, Administrative Director for Emergency and Trauma Services West Central Region, IU Health Arnett

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