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Patient experience is more than a buzz word. It has quickly emerged as a critical focus for health care executives in today's medical landscape, where clinical outcomes cannot exist in a silo to drive a competitive advantage. Innovative experience initiatives range from improving transparency, to minimizing redundancy, to now, even offering refunds based on patient satisfaction.
The Patient Experience Summit brings together experience executives, physician and nursing leadership, hospital decision makers, and industry leaders to discuss innovative tactics to differentiate your hospital and elevate patient satisfaction. The Summit will feature workshops, panels, roundtable discussions, and presentations focused on building a patient-centered care environment, engaging providers and staff in experience, improving shared decision making, measuring experience, and more!
Whether you're just getting into the experience space or looking to elevate your programs to the next level, don't miss this opportunity to collaborate with your peers and discover tactics enhance your patients' experience.
Key topics of discussion focus on:
- Empathetic communication
- Physician and nurse joint rounding
- Partnering with patients to redesign care
- Designing sustainable provider incentives to improve engagement
- Capturing and understanding data to effectively report experience scores to leadership
- Using big data to predict and improve HCAHPS scores
- Navigating the health care system through the lens of the patient and caregiver
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- Transitioning from patient-centered to person-centered care
- Establishing the CXO role within a hospital or health system
- Creating sustainable changes to patient experiences through operational excellence
- Improving experience through design
- Implementing an evolved physician shadowing program
- Enhancing the staff experience
- Creating a consistent patient experience
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FEATURED SESSION:
Understand Data to Capture and Report Experience – Beyond HCAHPS Scores
How do you really measure an experience? The value of patient experience is defined by numerous factors, among them, the ease of scheduling appointments, the approachability and friendliness of staff, timeliness of services, empathy, perceived quality of care, and even cleanliness. In order to build an effective patient experience program, hospitals and health systems must start by understanding how patients define value and then develop a plan to appropriately measure that value. HCAHPS scores are a required patient satisfaction measure for hospitals, but are they the best measure? Probably not, yet reimbursement alignment to these scores requires organizational attention to HCAHPS scores and soon many other CAHPS program scores. But we know that the data from surveys is only one measurement. Knowing what data to collect, how to process that data, and how to report the results in a meaningful manner is key to truly evaluating experience.
- Analyze and prioritize the right data necessary to evaluate experience
- Set experience goals and define measures to examine impact
- Examine reporting timeframes
- Create scorecards and standardized metrics to evaluate patient experience
- Evaluate audience-specific reporting strategies
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Julie Becker, DBA, MBA, RN
Chief Patient Experience Officer
Lovelace Women’s Hospital
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Julie Becker, DBA, MBA, RN
Director, Patient and Family Experience
University of Wisconsin Hospitals and Clinics
Former Chief Experience Officer at Lovelace Women’s Hospital
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Even more networking time!
Join us for extended networking with hospital marketing and patient experience executives and market experts at this co-located Summit. All networking activities are shared with the Hospital Marketing West Summit. This is a must attend event for hospital marketing and experience executives as they develop strategies both to improve outcomes and enhance the patient experience from promise to delivery!
Testimonials
What people are saying about our patient experience programs:
“A myriad of learning and sharing opportunities in an intimate, intensive yet relaxed environment.”
--Masahiro Ito, Director, Support Services Quality & Training, New York - Presbyterian Hospital
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