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Track Sessions - Establishing a Patient-Centered Culture
Friday, March 13, 2009
Track Chairperson's Opening Remarks
Charlyn Slade, MSN, RNC
President
CarePages, Inc.

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9:30 am -
10:15 am
Around the World of Patient and Staff Experiences
  • Learning from Leaders: A review of experience design from both inside and outside of healthcare
  • Creating the Vision: Six distinct ways to think about integrated experience design
  • Visualizing the Strategy: Creating a map around patient and staff experiences to form a holistic picture
Mark Scott
Principal Innovator, Starizon;
Chief Experience Officer, Silverton Hospital Network;
Vice President, Wellspring Medical Center

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10:15 am -
11:00 am
Patient and Family Partnerships – Redefining Traditional Relationships in Health Care
  • Dana-Farber Cancer Institute's journey in patient and family-centered care
  • Increasing the role of patient and families in quality and patient safety initiatives
  • Discussing effective methods for developing and maintaining patient/family partnerships
  • Identifying the obstacles and opportunities that exist when forming patient-family partnerships
Kari Dudley
Patient Member, Adult Patient and Family Advisory Council
Dana-Farber Cancer Institute/Brigham & Women's Hospital

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Additional Presenter TBD
11:00 am -
11:30 am
Networking and Refreshment Break in the Executive Networking Lounge
11:30 am -
12:15 pm
From Theory to Practice: Creating and Sustaining a Patient Centered-Culture
  • Principles of patient-centered (relationship based) model of care
  • Understanding how to reconnect with purpose of work-staff ownership for care with patient and family
  • Incorporating Magnet, Six Sigma, culture of service and patient safety principles into practice to assure effective, efficient and collaborative care
  • Identification and recognition of leadership principles and skills for caregivers
  • Recognition of staffs' abilities and power to transform their work environment
  • Identification of measurement tools to assure sustainability
Roslyn J. Lennon, RN, MSN
Former Vice President and Chief Nursing Officer
Rush North Shore Medical Center

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12:15 pm -
1:00 pm
Bridging the Gap between Employees and Patients through Emotional Engagement
  • Discussing how emotions drive and shape the employee-patient encounter
  • Measuring and managing employee and patient experiences at the local level
  • Driving enhanced financial performance with a disciplined local action and a company-wide commitment to change
Maggie Ozan-Rafferty
Global Practice Leader, Healthcare
The Gallup Organization

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1:00 pm -
1:15 pm
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