Wednesday, September 22, 2021

Leading Edge Strategies to Create, Enhance and Elevate the Patient Experience

Welcome to day 3
8:00 AM - 8:45 AM
Coffee in Foyer
Sponsorship Available: Contact Us for more details.
8:45 AM - 9:20 AM
Choose Between Two Interchangeable Tracks

Track A: Creating One Action Plan to Address Patient Experience, Employee Engagement, and Clinician Burnout

  • William J. Maples, M.D., President and Chief Executive Officer, The Institute for Healthcare Excellence

It is not uncommon that healthcare organizations request their teams to create siloed/separate action plans to address patient experience, employee engagement, and more recently burnout.  Often these plans are tactical in nature, have limited impact, and are not aimed at evolving a culture of trust, respect, and teamwork.  The ability to achieve top tier performance in patient experience, employee engagement, and moving from emotional exhaustion (burnout) to emotional thriving (joy) by introducing skills which create trust, respect, and teamwork will be highlighted.  Models to diffuse this skills-based experiential learning throughout the organization in a timely and financially responsible way will be reviewed.  Overcoming individual and system barriers will also be discussed.

  • Understand how culture is connected to creating an optimal patient experience, exceptional employee engagement, and preventing burnout

  • Define and understand the critical levers/skills necessary to evolve an optimal experience culture

  • Hear successful models at diffusing experiential skills-based learning throughout your healthcare organization

  • Discover individual and system barriers to introducing experiential skills-based learning and how to overcome them

Track B: PTSD Case Studies: Supporting Patients by Offsetting Risk of Medical PTSD

Hear the account of three types of patients and their stories of medical PTSD, one acutely ill patient, one seriously injured patient, and one chronically ill patient. The impact it had on the healthcare they received as well as the long-term impact on their quality of life will be presented. Walk away with an understanding of how healthcare providers can assist and offset the risk of medical PTSD for patients. This presentation is intended for all healthcare providers who are interested in how more conscious communication can aid both themselves and their patients in the collaborative delivery of healthcare with minimal medical trauma.


• Learn how medical PTSD impacts patient ranging from newly diagnosed to long-term care

• Understand the category of ways medical PTSD can develop

• Discover opportunities for patients and providers to collaborate to alleviate symptoms of medical PTSD

9:25 AM - 10:00 AM
Choose Between Two Interchangeable Tracks

Track A: Learning Health Systems Research: Engaging patients and families to improve hospital care delivery and experiences

  • James Harrison, MPH PhD, Assistant Professor, Division of Hospital Medicine University of California San Francisco

  • Martie Carnie, Senior Patient Advisor, Brigham & Women’s Hospital

New research findings that can positivity impact on patient outcomes and experiences can take up to 17 years to be translated into clinical practice. The Learning Health System (LHS) model has been created to bridge the gap between research and clinical delivery systems. One of the foundations of a Learning Health System is the engagement of patients and families to guide research. This presentation will give an overview of the Learning Health System model of research. We will also provide real-world examples of how patients and families have been engaged within Learning Health System research in hospital settings. 

  • Gain insight into the Learning Health System model of research including its rationale and core principles

  • Understand how patients and families can inform Learning Health System research supporting patient and family centered care

  • Learn and discuss how patients and families can be incorporated into Learning Health System research at your medical center

Track B: Physician Shortage... Or Maybe Not with Team Care

Learn about the importance of teamwork by looking towards team sports and orchestras to understand the importance of both defining roles and learning to work as a team while excelling as an individual.  Discussion will apply these ideas to primary care.​


  • Understand roles training together and training apart while looking at professional football and musicians in an orchestra

  • Discuss the finances: using a model developed for an Accountable Care Organization

  • Discover a changed view from a primary care doctor to a primary care team

Morning Networking Break
10:00 AM - 10:30 AM

Supported by The Institute for Healthcare Excellence

10:30 AM - 11:05 AM
Choose Between Two Interchangeable Tracks

Track A: How to Deal With Difficult People and Situations… and Look Forward to It

What does listening, empathy and kindness have to do with a positive patient experience or frankly with any interactions, with anyone, anytime?   Everything! 


Join us in a passion-filled conversation about 3 powerful essences in making unforgettable connections with just about any human being, for their benefit, for yours and for the benefit of healthcare specifically.


  • Elaborate on these powerful humans qualities of listening, empathy and kindness

  • Learn how these attributes when authentically used, make for unforgettably positive memories

  • Understand how these traits benefit all peoples and their institutions

Track B: Behavioral Economics, Clinicians and the Patient Experience

  • Steve Coca, Associate Professor of Medicine Icahn School of Medicine, Mount Sinai

  • Karen Horgan, Co-Founder and CEO, VAL Health

  • Tom McLain, President and Chief Commercial Officer, RenalytixAI

In the battle against the ‘silent killer’ of Chronic Kidney Disease (CKD), the science of behavioral economics is a proven foundation for a patient-focused approach to slow CKD progression.  In this engaging session, our panelists will share case studies and the behavioral science used to engage providers and improve CKD patient outcomes at Mount Sinai. 


  • Apply the science of behavioral economics to the patient experience

  • Drive physician behavior change to support new diagnostics and patient engagement tools 

  • Recognize opportunities within the patient population to improve outcomes using behavioral economics

11:10 AM - 11:45 AM
Choose Between Two Interchangeable Tracks

Track A: TBA

More information coming soon...

Track B: TBA

More information coming soon...

Closing Luncheon Presentations
11:45 AM - 2:00 PM

Lunch Provided

Sponsorship Available - contact Laura Ames,

Healthcare Transformation: Leading with Safety
11:45 AM
  • Tejal Gandhi, MD MPH CPPS, Chief Safety and Transformation Officer, Press Ganey Associates LLC

Dr. Tejal Gandhi will explore the intersections of safety, quality, engagement, and patient experience; describe the broader definition of harm in patient safety, and the importance of leading with safety for organizational transformation and provide a rubric for organizational transformation with examples of strategies and tactics.

From Battlespace to Bedside: A patient’s perspective on leadership practices to improve healthcare experiences
1:30PM - 2:00PM

Paul Becker, Rear Admiral, U.S. Navy (Ret)

Patients often say they receive acceptable treatment but don’t connect with their caregivers, leaving them unsatisfied with their overall healthcare experience. Providers can benefit from developing additional leadership skills that enhance the human experience. In the short term, such an experience creates value by improving overall patient satisfaction. In the long term, it improves access to healthcare and reduces costs.


• Appreciate the impact of provider-to-patient communications and interactions


• “Teamwork, Tone, Tenacity”™ … A framework for overcoming adversity


• Military leadership best practices that can improve patient satisfaction

End of Conference
2:00 PM

Thank you for attending this year's conference.