Monday, September 20, 2021

Drive Creativity and Innovation to Build an Unforgettable Experience

8:00 AM - 9:00 AM

Welcome to the 5th Annual Patient Experience Symposium.

Sponsored By: Hydracor

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9:00 AM - 10:00 AM
Choose between these Pre-Conference Workshops

Workshop A: Post-pandemic Pathway to Excellence in Person-Centered Care

  • Sara Guastello, Senior Vice President, Person-Centered Care Standards, Planetree International

Before COVID, during COVID and in the aftermath of COVID, the core principles of person-centered care remain the same – an emphasis on compassion and caring community, creating opportunities for patient and family engagement and creating a supportive workplace culture where staff can thrive. But we can’t forge ahead with person-centered care implementation without considering the long-term impact of the pandemic experience on staff well-being and on how patients and families interact with the healthcare system. A post-pandemic pathway to person-centered excellence starts with an honest assessment of gains and gaps in person-centered care that the last year brought about. What adaptations to care did you introduce that will remain an important part of your person-centered future? What engagement practices eroded under the strain of COVID – and what will it take to course correct? From there, we will draw on lessons from the pandemic to chart a course for recovering, restoring and resetting person-centered care in your organization.

  • Explain why healthcare crises expose the fragility of person-centered care progress

  • Identify strategies for strengthening person-centered care foundations that can withstand these tests in the future

  • Demonstrate how the Person-Centered Care Certification® framework can help teams to navigate the evolving healthcare landscape

Workshop B: Human-Centered Leadership: Cultivating an Optimal Workplace Culture

  • William J. Maples, M.D., President and CEO, The Institute for Healthcare Excellence

  • Jennifer Krippner, Chief Experience Officer, The Institute for Healthcare Excellence; Project Leader, National Taskforce for Humanity in Healthcare

Augment traditional leadership techniques with a novel set of skills that leaders can use to cultivate outstanding workplace culture, trust, and thriving. This workshop will introduce a leadership approach that focuses on people’s emotional experience of work, and how to maximize positive contributions to both culture and organizational performance. Participants will practice leadership skills they can use immediately at work.

  • Explore what human-centered leadership entails

  • Discuss the impact of human-centered leadership on culture and organizational performance

  • Practice human-centered leadership using real-world scenarios

10:15 AM - 11:15 AM
Choose between these Pre-Conference Workshops

Workshop A: Practical Skills for Enhancing Human Connection and Thriving at Work

  • William J. Maples, M.D., President and CEO, The Institute for Healthcare Excellence

  • Jennifer Krippner, Chief Experience Officer, The Institute for Healthcare Excellence; Project Leader, National Taskforce for Humanity in Healthcare

Learn practical, evidence-based skills for rapidly and effectively connecting with colleagues and patients, in a way that improves care and simultaneously enhances wellbeing. This workshop will introduce an approach to cultivating access to positive emotions at work, while allowing participants to practice human connection skills they can use immediately in work and life. 


  • Identify what is needed to cultivate a culture of thriving and wellbeing in healthcare

  • Explore skills that enhance human connection and wellbeing

  • Practice applying these skills to real-world scenarios

Workshop B: The Evolving Role of Empathy in Healthcare

  • Toya Gorley, NRC Health Solutions Expert, Experience

We know that today’s healthcare consumers expect greater access, transparency and convenience.  This workshop explores the role of empathy in today’s consumer-driven economy and provides specific recommendations for creating an empathic culture, especially during the pandemic.


  • Share current consumer expectations related to healthcare

  • Review consumer insights to learn the role of empathy related to other consumer expectations and patient loyalty

  • Explore ways to enhance an organization’s culture of empathy

Sponsored By: 

Workshop C: Changing the Game by Disrupting the Patient Experience

Tired of butting your head against the frustrating wall of institutional sludge? We are, too. Let’s get together to create an epic brain trust for a couple of hours where we’ll explore ideas for overcoming all of the hogwash that comes at us each day and align ourselves for actually getting something done. We want to hear about your current barriers so we can ideate about shifting “we can’t” cultures into “bring it” mindsets by establishing value, knocking down barriers, and finding the right champions. 

Join this interactive Learning Lab to engage the power of consumer-centered design through the lens of disruption as we challenge each other to embrace bold, game-changing ideas for creating the experience that our patients and their families deserve.

  • Identify the benefits and challenges of adopting a disruption mindset in the healthcare industry

  • Articulate a paradigm shift in patient experience from status quo to patient first

  • Empower participants to imagine themselves as disruptors who execute bold ideas that change people’s lives by tackling systemic change

Main Conference Begins
11:30 AM - 12:00 PM

Welcoming Remarks

Listen Like a Poet
12:00 PM - 12:10 PM

Frankie Abralind, ED, The Good Listening Project

If you're a good listener, people will trust you more. They'll share important things sooner. Listener Poets from The Good Listening Project help cultivate resilience and wellbeing in healthcare by talking with and writing poems for people. Participants report that the experience is therapeutic, cathartic, and uplifting. Good listening may be rare, but as Executive Director Frankie Abralind teaches, it's a skill that can be learned.

  • Improve listening skills with best practices

  • Hear examples of experiences people shared with Listener Poets last year

  • Discover the role that listening poets will play at The Patient Experience Symposium

Is There an Avatar in the House? The Pandemic of 2030
12:10 PM - 12:50 PM

Stephen Klasko, MD, MBA, President, Thomas Jefferson University; CEO, Jefferson Health

Presented virtually with live Q&A

Dr. Stephen Klasko is an advocate for radical transformation in health care and higher education, especially as we emerge from the Covid-19 pandemic. He is author of the 2020 books, UnHealthcare: A Manifesto for Health Assurance with Hemant Taneja, and Patient No Longer: Why Healthcare Must Deliver the Care Experience That Consumers Want and Expect with Ryan Donohue. The books call for an immediate shift from a sick-care based system to one that allows people to thrive without healthcare getting in the way.

He has led Thomas Jefferson University and Jefferson Health since 2013, taking those historic institutions from three hospitals to 18, and from nine colleges to 13 colleges and schools through a series of major mergers. Jefferson Health handled the largest number of Covid-19 cases in greater Philadelphia with low rates of employee infection and no transmission to non-Covid patients. He has built new relationships with major Silicon Valley firms to re-imagine health, education and discovery.

  • Understand the use of radical collaboration to solve a health care system currently characterized by fragmentation, high cost, and inequity

  • Engage in using connected care to bridge the digital divide and ensure that the digital revolution in healthcare extends to communities that are poor

  • Use a “history of the future” to set goals for a re-imagined healthcare system

A Pandemic of Institutionalized Loneliness and Anonymity
12:50 PM - 1:30 PM

Frank Cutitta, CEO & Founder, HealthTech Decisions Lab

In addition to the horrifying death toll as a result of the pandemic, many patients and caretakers will suffer from “battle scars” related to the virus that will remain well after the surges subside. This session will discuss patient experiences through the lens of a healthcare journalist and researcher who spent 100 days hospitalized of which 40 were in a coma. 

  • Learn the effects of quarantine, isolation and the anonymity created by masks on COVID patients

  • Explore how clinicians are suffering from their own bouts of loneliness driven burnout and PTSD as a result of delivering COVID care

  • Identify some very low-tech solutions that can improve patient and clinician experience in COVID related settings

Fireside chat
1:30 PM - 2:15 PM
Being Authentic in a World Filled with Chaos

Sean Slovenski, CEO, bioiQ
Shawn Nason, Founder & CEO, MOFI

You didn’t get into the world of patient experience to sit in meetings all day and navigate hospital politics, right? It’s time to center ourselves to reclaim the “why” behind our work and to double down on the bigger picture of changing health care, even when we have people who actively work against us. Changing the patient experience begins with us taking care of ourselves, forming a league of disruptors, and seeing through the nonsense so we can change people’s lives.

  • Explore strategies for self-care in the world of Healthcare

  • Develop a plan to realign your purpose with your work

  • Engage with co-workers, advocates and champions to push the status quo

Afternoon Break in Foyer Area
2:15 PM - 2:30 PM
Refreshments provided

Sponsorship Available: Contact Us for more details.

Choose Between Three Interchangeable Tracks
2:30 PM - 3:10 PM
Track A: Purpose, Possibilities and People…. Bringing Passion and Joy to Life’s Experience


  • Charlotte S. Yeh, MD, Chief Medical Officer, AARP Services, Inc.

This session will help participants understand the importance of resiliency and social connection to health and well-being. Seeing life through the lens of the patient beyond risk mitigation and boosting the capacity to adapt will help providers enhance not only the patient experience but also well-being. This novel framework for a more life-centric model of health will also introduce participants about how the vibrancy and vitality of aging and the correlation of attitude and connections to better health outcomes, lower utilization and healthcare costs (e.g., readmissions).

The session will close with an examination of the science behind resiliency – the ability and attitude that ensures you can cope and adapt when life throws you a curveball. Attendees will review literature around optimism and positive perceptions of aging and learn about the three components that help inform the essence of resiliency. The session will examine how we can bring positivity to life, aging and healthcare, and do so with meaning that fosters social connections that can bring satisfaction across all dimensions of life.

  • Understand the new view of aging as one of contribution and not decline; Healthy longevity as the norm and not the exception

  • Examine a new forward-thinking model for fulfilling the promise of longevity beyond the typical social determinants: the Personal Determinants

  • Rethink how we deliver healthcare through the eyes of the consumer with resiliency, purpose, optimism and social connection to drive better outcomes and lower costs

Track B: Comparisons of In-person and Telehealth Patient Experiences of Primary Care


  • Mark Friedberg, MD, MPP, Senior VP, Performance Measurement and Improvement, Blue Cross Blue Shield of Massachusetts

  • Amy Stern, PhD, Director of Operations and Commercial Survey Programs, Massachusetts Health Quality Partners (MHQP)

The COVID-19 pandemic has transformed the delivery of healthcare with unprecedented speed. The successful deployment of Telehealth during the crisis along with patient desires for more access and convenience are expected to result in continued demand for Telehealth services into the future. Understanding the patient experience in this new landscape can help provider organizations identify best practices.


Massachusetts Health Quality Partners, in partnership with Blue Cross Blue Shield of Massachusetts, conducted a pioneering statewide study to assess patients’ experiences with this new care paradigm. In this session, we will share findings from a commercial population (adult and child) survey that examined patient experiences with Telehealth visits and in-person office visits. At the conclusion of this session, participants will be able to:


  • Learn about differences in patient experiences by healthcare delivery modality

  • Understand racial and ethnic inequities in patient experiences with Telehealth

  • Identify aspects of Telehealth experience with the greatest heterogeneity across providers and potential for improvement

Track C: TBA

  • Joy Jones, Executive Director of Caregiver Experiences, Cleveland Clinic

Choose Between Three Interchangeable Tracks
3:10 PM - 3:50 PM

Track A: TBA

Track B: Codesigning Telehealth with Patients


  • Lindsay Hunt, Director of Systems Transformation, HMS Center for Primary Care

  • Kirsten Meisinger, Regional Medical Director and Director of Provider Engagement, Cambridge Health Alliance

Telehealth is now essential for any healthcare organization as a patient satisfier for convenient access to care. A new service within healthcare is often created without direct patient input, with success measured by use metrics and patient satisfaction surveys after the fact. An alternate method is to co-create the service with patient partners, a model used by The Cambridge Health Alliance. Co-creation allows for real time identification of problems, smooth feedback loops for work accomplished and equity considerations.

This session will outline the process used and suggest methods for adaptation in your system to begin to use this efficient and patient centered process.

Track C: The Human Experience in Healthcare


This session will examine the critical elements necessary to create a culture of compassion and empathy, and how both patient experience and employee experience contribute to this culture.

  • Learn the critical elements necessary to create a culture of compassion and empathy

  • Examine the leader’s role in creating and sustaining a positive organizational culture

  • Review lessons learned in an almost 40-year career in patient experience

Choose Between Three Interchangeable Tracks
3:50 PM - 4:25 PM

Track A: How Can We Possibly Manage Readmissions When We Can’t Articulate or Measure the Goals Necessary for Them to be Successful?

Readmission management has been a topic of discussion for over a decade, it has only been in the last 2 or 3 years that a deeper understanding of (micro) Social Determinants of Health has given rise to a leading strategy for managing readmission risk and patient experience.  The question is how to assess and quantify the risk to invest appropriately to achieve these meaningful outcomes.  

This presentation will use LifeProfile, which brings 20 years of research across 22 states, over 250 participating entities, 120 major research collaboratives, and 75,000 patients. The research has proven that there are 6 key outcomes necessary for patient success. This session will review the 6 key areas and where the opportunity is to impact them to reduce avoidable admission/readmissions.

  • Define a theoretical framework to manage admission/readmission

  • List the Key Outcomes necessary for a senior to be successful

  • Explain intervention strategies that lead to better outcomes in senior patients in the areas of independence, safety, and burden of care

Track B: Doc in a Box: Structuring Telehealth environments to support high quality patient care


  • Justin Sanders, MD, MSc, Physician, Department of Psychosocial Oncology and Palliative Care

  • Dana-Farber, Cancer Institute and Associate Director of Innovation in the Serious Illness Care Program, Ariadne Labs

This interactive session draws on the presenters' expertise in psychology, patient-centered communication, and experience design to present evidence-based best practices for designing effective Telehealth environments. The panel will review research on verbal, nonverbal, and environmental cues, including results of a recent study to systematically explore the influence of Telehealth background on clinical outcomes. The session concludes by summarizing best practices, resources, and tools for health care professionals conducting Telehealth visits. 

  • Apply research evidence from psychology, communication, and experience design to the Telehealth experience

  • Design a Telehealth environment using evidence-based recommendations

  • Integrate verbal and nonverbal communication best-practices into the Telehealth environment

  • Identify Telehealth visits optimized for a number of design principles

Track C: Building Health Disparities Awareness at a Large Academic Hospital


This session will examine the critical elements necessary to create a culture of compassion and empathy, and how both patient experience and employee experience contribute to this culture.

  • Learn the critical elements necessary to create a culture of compassion and empathy

  • Examine the leader’s role in creating and sustaining a positive organizational culture

  • Review lessons learned in an almost 40-year career in patient experience

Opening Night Reception in Sponsor Showcase
4:30 PM - 6:00 PM

Sponsorship Available - contact Laura Ames,

Dine Around Cambridge
6:30 PM