Sept. 30 - Oct. 2, 2020

Drive Creativity and Innovation to Build an Unforgettable Experience


Thursday, October 1, 2020

10:00 am Changing the Experience of Healthcare – Conversations with Customer-Friendly Leaders


Panelists: Leading a complex, people centric, service-oriented business and doing it effectively, safely and profitably is a reality shared by most successful leaders, regardless of the sector within which they serve. This panel will draw on the expertise and experiences of leaders outside healthcare who have firsthand experience of how their decisions, approaches and the culture they lead are critical elements of success. This interactive session will feature a panel of dynamic business executives who share insights into how their organizations, acclaimed for memorable customer service, create compassionate workplaces where employees can deliver optimal experiences.
  • Gain an understanding of the keys to success from other industries
  • Understand the keys to hiring, retaining, supporting and resourcing all employees and how this supports a memorable experience
  • Discover tips on how to create a memorable experience for both employees and customers

Social Determinants of Health Podcast (Resource Center)

Zeev Neuwirth, MD; Senior. Medical Director of Populations Health at Atrium Health; Author Reframing Healthcare, Speaker and Podcaster Panelists: Michellene Davis, Esq., Executive Vice President, Chief Corporate Affairs Officer, RWJ Barnabas Health Dr. Alisahah Cole, MD, System Vice President Population Health Innovation and Policy, CommonSpirit Health

The COVID-19 pandemic has magnified and shone a light on the deep-rooted disparities and inequities that are built into the fabric of our American healthcare system. Triggered, in part, by episodes of police brutality and the recent disturbing murders of numerous innocent black people such as of George Floyd, Breonna Taylor, Ahmaud Arbery and so many others; and galvanized by the Black Lives Matter movement - we are experiencing a national re-awakening of new understandings and sensibilities on the systemic and institutional racism in our society at large, within our social institutions, and within our healthcare delivery system. It would be socially and culturally tone-deaf, and ethically irresponsible, to discuss the issue of Social Determinants of Health (SDOH) at this moment in history without: (1) acknowledging the foundational systemic racism in the US, and its manifestations in our political system, our educational system, our criminal system and our healthcare system, (2) recognizing the insidious institutional racism in the American healthcare system as a root cause of healthcare inequities and health disparities; and (3) moving past words into healing action through a sustained, systemic and step-wise approach to identifying, defining and eliminating the manifestations of racism in our healthcare policies, programs, and protocols - focusing on the cultural, experiential, clinical, operational & financial domains of healthcare delivery in the U.S.

With all of that in mind, this panel discussion will include:
1. An acknowledgment of this most recent ‘awakening of awareness’ about the systemic & institutional racism in our society - including the impact and role of the COVID-19 pandemic in exposing and exacerbating this issue.

2. The manifestations of systemic, institutional & interpersonal racism in healthcare - with a focus on healthcare inequities & health disparities

3. Practical suggestions regarding a sustained & systematic approach - including the acculturation, education & tools - to identify, define & eliminate racism in healthcare.

Get ready to get real and get uncomfortable...

11:15am The Leader’s Role in Creating and Supporting a Positive Patient Experience

Carol Santalucia, Director, Business Development, Office of Patient Experience; Cleveland Clinic Mary Cramer, Executive Director, Organizational Effectiveness and Chief Experience Officer at the Massachusetts General Hospital and the Massachusetts General Physicians Organization A positive patient experience is up to all of us, but the leader plays a critical role in creating the tone and supporting the environment to ensure success. This session will outline some of the key characteristics and strategies leaders need to embrace for a positive patient experience in their organization. Understand the importance of examining organizational culture Discover the role of employee experience as it relates to patient experience Hear about some successful strategies to implement in your organization

5:00pm Fireside Chat: Racism and the Patient Experience

Sachin Jain, President and CEO, SCAN Group and Health Plan Janae Sharp, Founder, The Sharpe Index How should a health plan address racism? Dr. Jain will share his personal experiences with racism and patient care. His expertise and personal passion to facilitate individual connection at scale for older populations has lead to program development at SCAN Health Plans. Understanding patients is the foundation of giving great care, including their language, culture, and background.

Choose Between Two Interchangeable Tracks

The Role of New Technologies in Health Care

3:30pm  Integrating Digital Technology into Clinical Care

Natali Rauseo-Ricupero, MSW, LCSW, Clinical Director, Division of Digital Psychiatry, Beth Israel Deaconess Medical Center Natali will discuss integration of mobile health technologies into clinical care and shared decision making around the use of smartphone apps in mental health care.

  • List three strategies to increase engagement with apps in care
  • Understand key limitations around use of apps in care and means to mitigate those risks
  • Apply the four steps of the American Psychiatric Association app evolution framework to make more informed decisions around choosing apps

1:00pm  Virtual Health: Part of the Care Continuum

Ann Mond Johnson, CEO, American Telemedicine Association

Smartphones, wearable devices, remote monitoring tools, digital therapeutics, video visits and other emerging technologies are being applied across all areas of health and wellness. Together, these virtual health technologies are transforming the way individuals manage their health, how patients interact with their healthcare providers and how providers deliver care. No longer should these technologies be designed, developed or implemented in a vacuum. We must integrate the field of virtual health into the care continuum -- applying the right technologies, at the right time, for the right patient – in order to improve access and outcomes. It will take a cohesive approach and unified vision to successfully integrate virtual health in mainstream care. The ATA is the single organization committed to advancing the adoption of virtual health, to ensure that everyone has access to safe, affordable and appropriate care when and where they need it. To do so, we are uniting the field – healthcare providers, technology developers, life sciences companies, payers, policy makers and other stakeholders – to integrate virtual care into emerging value-based delivery models.

  • Understand the value of virtual health and the tools and technologies that will engage individuals in their health and wellness, and enable more convenient care delivery where and when the patient needs it
  • Learn we can accelerate the integration of health technologies to improve access to care and clinical outcomes
  • Gain insight into the challenges that must be overcome in order to achieve widespread adoption of virtual health

2:30pm  How Wearables will Change the Patient Experience

Rachel Kalmar, Affiliate, Berkman Klein Center for Internet & Society at Harvard University
Staff Product Manager, Tableau Software
Over the past few years, wearables have gone mainstream. It's never been easier to track workouts, sleep, or intimate details of your day. But who does this rise of ubiquitous tracking really benefit? This session will explore the current landscape of wearables being used for clinical applications, and focus on some applications of how wearables are changing the patient experience.

  • Beyond fitness tracking, discover how wearables are being used today
  • Understand what implications wearables have for the patient experience
  • Learn who can and should have access to patients' wearables data

4:15pm Harnessing Voice as a Vital Sign

Jim Harper, PhD, Founder & COO, Sonde Health Jim will introduce the ways our health speaks every day and how Sonde Health is harnessing the sound of your voice as a vital sign and meaningful predictor of health. The Vocal Biomarker technology platform developed by Sonde is at the heart of emerging digital products that can provide early notification of significant changes in mental and physical health from a few seconds of speech. Jim will also share selected early use cases for the deployment of this technology and the privacy and security framework guiding deployment of more powerful health notification and alerting capabilities in the future.

  • Understand how differences in the sound and quality of the voice broadly reflect differences in brain, muscle, and lung function across individuals and over time
  • Describe Sonde’s technology platform built on advanced speech analysis of how we speak rather than what we say to unlock latent health information present in just a few seconds of speech
  • Learn from vocal biomarker deployment case studies: Depression detection from cued speech and additional measurement pipeline highlights
  • Discover a framework for managing security and privacy as vocal biomarker interfaces and use cases evolve

1:45pm  Digital Therapeutics: Combining Technology and Evidence-based Medicine to Transform Personalized Patient Care

Megan Coder, PharmD, MBA Executive Director, Digital Therapeutics Alliance

While the term “digital therapeutic” may sound futuristic, these therapies are already a reality. As this new category of medicine continues to be integrated across the healthcare ecosystem, digital therapeutic (DTx) products will increasingly influence the way healthcare is delivered and consumed across the world. In order for patients, healthcare providers, and payers to better understand and have confidence in these groundbreaking products, the Digital Therapeutics Alliance (DTA) is spearheading the development of foundational industry definitions, best practices, and frameworks. There is a growing number of digital therapeutics on the market today that are being developed in accordance with internationally-recognized design, quality, and manufacturing standards. Through our ongoing efforts, DTA encourages the development of products that directly address patient needs, are safe and effective, demonstrate positive clinical and health economic outcomes, and influence the delivery of healthcare in a meaningful way. DTA will review the definition of a digital therapeutic, in addition to core principles, industry-wide best practices, and examples of DTx products currently on the market or under development.

  • Differentiate between a digital health, digital medicine, and digital therapeutic product
  • Develop the ability to determine the quality, outcomes, privacy, security, and value of a digital therapeutic product
  • Understand digital therapeutic product design, clinical evaluation, regulatory oversight, and patient utilization processes

Elevate Your Health Care System with a Positive Patient Focus

1:45pm  Why Providers Should Have a Performer's Mindset

Bob Baker, MD, Author, The Performance of Medicine The key to a great patient experience is a great provider experience, and the magic of medicine occurs when two people sit face-to-face in a patient visit. But how do we keep that magic alive in today’s rushed, financially-driven, technology-dependent healthcare environment? One answer it to understand that the patient encounter is a performance, and bringing a performer’s mindset to that encounter enhances it for both patient and provider. Drawing on his 35 years as an internist/gastroenterologist and his 50 years as a magician and ventriloquist, Dr. Baker will help you:

  • Understand and adopt for yourself the performer’s mindset
  • Apply 4 simple performance techniques to the patient encounter
  • Restore the empathy that brought you to medicine in the first place

2:30pm  Using Social Media to Better Understand Physician Engagement in Patient Experience

Justin Bright, MD, CPXP, Department of Emergency Medicine, Henry Ford Hospital Do you wonder how to best engage physicians in patient experience efforts? Are you often met with resistance and skepticism? Using social media crowd sourcing, Dr. Bright asked over 13,000 physicians about their feelings on patient experience and how to better engage them. Attend this session and find out what they said!

  • Discover how physicians feel about patient experience efforts
  • Understand obstacles preventing patient experience professionals from aligning with their physicians
  • Leave with new strategies to improve engagement

3:30pm  Improving the Patient Experience through Communications Using Health Literacy

Erin Sturgeon, MBA, Patient/Family Relations Specialist, Center for Patients and Families, Brigham and Women’s Hospital Martie Carnie, Senior Patient Experience Advisor, Center for Patients and Families, Brigham and Women's Hospital

Health literacy is a critical component needed for a patient-and-family centered health care system. Our goal for health literacy at Brigham and Women’s Hospital is to collaborate with clinical staff, providers, and patient/family advisors to create health documents at the 5th-6th grade reading level and ensure all documents distributed by the hospital have been vetted with this group. Health literacy is important because patient’s with low health literacy are more likely to visit an emergency room, have more hospital stays, less likely to follow treatment plans and have higher mortality rates. Health literacy is important because:

  • Patients need to understand their role in their healthcare experience and the hospital can help change health behaviors
  • Communication engages patients and families in their care and increases patient satisfaction
  • The information they receive should be at a level they are able to understand so they can comprehend what is being discussed
  • Once they fully understand their healthcare situation, then they can partner with their provider in shared decision making
  • This learning lab will explore health literacy challenges and how to create partnerships with staff to improve the health literacy of documents to share with patients.
  • Understand the relationship between health literacy and achieving a truly patient-and-family centered hospital environment
  • Learn about the experience of healthcare professionals addressing health literacy in the hospital setting
  • Explore resources and practical approaches

Who should attend:

  • Patient and family advisors
  • Staff educators
  • Administrative and clinical leadership
  • Physicians, nurses and staff
  • Coordinators responsible for implemented patient-and-family centered care initiatives
  • Patient experience professionals
  • Quality and Risk management professionals

4:15pm Changing the Game by Disrupting the Patient Experience

Shawn Nason, Founder & CEO, The Nason Group/MOFI
Michael Harper, Chief of Radical Experiences, MOFI

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 session 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

Supporting Organizations