2017

2017

The 8th Annual Patient Experience: Empathy + Innovation Summit

May 22-24, 2016
Cleveland Convention Center
Cleveland, Ohio

Cleveland Clinic’s 2017 Patient Experience Summit

The Patient Experience Summit brings together patient experience leaders, healthcare CEOs, innovators, nursing leaders, policy makers, major stakeholders, industry experts and patients who are committed to not just the patient or caregiver experience, but also the human experience.

The theme of this year’s two-day, inter-professional conference is Empathy By Design and features expert speakers, panel discussions and workshops representing multiple healthcare professions and disciplines engaged in exploring innovative ways to create and sustain a human-centric environment. Designing programs, services, structures, spaces, processes and more with empathy in mind is key to delivering care that can truly meet the needs of everyone. Attendees will hear how organizations around the world strive to deliver the best clinical, physical and emotional experience to patients and families.

Featured topics include:

  • Care Technology and Innovation
  • Communication
  • Continuous Improvement
  • Design and Architecture
  • Engagement
  • Marketing
  • Nursing
  • Operations and Support Services
  • Quality and Safety

For more information about the Patient Experience: Empathy + Innovation Summit, and to register, please visit empathyandinnovation.com.

A Quick Look at Last Year’s Summit

The seventh annual Patient Experience: Empathy + Innovation Summit, May 15-18, had nearly 2,000 registered attendees from 45 states and 37 countries.

We appreciated this opportunity to learn as we shared ideas and best practices among our participants. Together, we can improve not just the patient and caregiver experience, but the human experience.

Feedback about the 2016 Summit

"A conference like this reminds me why I do what I do and patient/family needs aren't only what has been placed in orders by physicians, it's so much more."

"Overall an extraordinary and inspiring experience. Diverse content and presenter styles. Thank you all."

"This summit changed my life as a Patient Experience Officer. It opened my thinking to many possibilities and ideas on how I can help to grow our PE department."

"Thank you. For sharing. For inviting us to walk with you. For the transparency. For the inspiration. For the confirmation."

For more information about the Patient Experience: Empathy + Innovation Summit, and to register, please visit empathyandinnovation.com.

2016

2016

The 7th Annual Patient Experience: Empathy + Innovation Summit

May 15-18, 2016
Cleveland Convention Center
Cleveland, Ohio

Cleveland Clinic’s 2016 Patient Experience Summit

The Patient Experience Summit brings together patient experience leaders, healthcare CEOs, innovators, nursing leaders, policy makers, major stakeholders and industry experts who are committed to not just the patient or caregiver experience, but also the human experience. Our goal for 2016 is to provide both strategic insight and tactical advice on how organizations can frame patient experience to drive improvement and differentiation in their organizations.

The theme of this year’s four-day, inter-professional conference is Caring Transformed: Anytime. Anywhere And features expert speakers, panel discussions and workshops representing multiple healthcare professions and disciplines engaged in exploring innovative ways to create and sustain a human-centric environment. We’ll be talking about how patient experience is evolving from satisfaction surveys into a thread throughout quality, safety, access, and value. The future will be as much about how we design care experiences, as it is about what we design.

2016 Summit Topics

Patients as Partners

  • Partnering with patients to manage plan of care
  • Engaging patients and collaborating to improve clinical outcomes

Humanity

  • Resiliency
  • Spiritual care and healing services

Tactics, Tactics, Tactics

  • Best practices to improve patient experience
  • Resources and toolkits for inpatient and ambulatory settings
  • Data transparency

Innovation for Teams

  • Tactics and outcomes of inpatient and outpatient work teams coming together to impact the patient experience

People Engagement

  • Creating a culture to support patient experience
  • How to engage your various workforce generations

Care Transformation

  • How quality, safety and technology impact the patient experience
  • How culture impacts the way care is delivered and the patient experience
  • Access tools and transitions of care

Communication

  • Empathy and communication skills training techniques
  • Provider resiliency tactics in challenging situations

For more information about the Patient Experience: Empathy + Innovation Summit, and to register, please visit empathyandinnovation.com.

A quick look at last year’s Summit

In 2015, the Summit attracted more than 2,100 registered attendees from 45 states and 37 countries — the largest crowd in Summit history.

We were honored to host a forum at the Cleveland Convention Center for attendees to network, collaborate and discuss ideas that amplify efforts within this vital dimension of healthcare delivery. To amplify empathy throughout the summit, we lined the walls outside the discussion rooms with chalkboards that encouraged attendees to write what they want to hear, speak and feel when they themselves are patients, as everyone is at some point. Read key takeaways from the 2015 Summit.

Feedback about the 2015 Summit

“Thank you for the best conference of my life in 33 years of healthcare!”
- Tami Milligan, MSN, RN

“I was a presenter at the summit. I wanted to reach out to you and simply share how impressed my colleagues and I were at the level of detail, gratitude and professionalism we felt. I have presented at many conferences in the past and this was the first time I truly felt appreciated.”
- Cheri Clancy, MSN, MS, RN, NE-BC

“It is refreshing to see physicians so engaged in patient experience. I also love the idea of thinking in terms of Patient Experience rather than just Patient Satisfaction. Thank you so much for the incredible amount of work that it must have taken to create such a wonderful event.”
- David Monroe, RN, BSN, CCRN, CFRN

“I have found myself talking (bragging a little, really) about the whole experience. It has been a delightful new experience in my life to speak so openly about these complex issues, topics that were always kept just under the surface in my role in academics.”
- Edward Alfrey, MD

2015

2015

The 6th Annual Patient Experience: Empathy + Innovation Summit

May 17-20, 2015
Cleveland, Ohio

Patient Experience: A Key Differentiator

Visit the Empathy +
Innovation Summit website

Patient experience has emerged as a dynamic issue for healthcare executives, physicians, nursing executives and industry leaders. No provider can afford to offer anything less than the best clinical, physical and emotional experience to patients and families. As patients become savvier, they judge healthcare providers not only on clinical outcomes, but also on their ability to be compassionate and deliver excellent, patient-centered care.

Taking place on May 17-20, 2015, in Cleveland, Ohio, the 6th Annual Patient Experience: Empathy + Innovation Summit is a four-day, inter-professional conference devoted to exploring patient experience as a key differentiator essential to the future of healthcare delivery. It brings together patient experience leaders, healthcare executives, nursing leaders, policy makers and major stakeholders for presentations, debate and candid discussion of key issues that drive patient experience. Attendees will hear how they strive to deliver the best clinical, physical and emotional experience to patients and families.

The Summit will feature expert panel discussions about the national patient experience movement, providing participants from all disciplines the opportunity to identify shared challenges and inspire innovative solutions to help transform the patient experience and elevate customer satisfaction as a competitive differentiator.

In 2014, the Summit attracted more than 2,100 attendees, representing 49 states and 39 countries, making it the largest independent conference in the world dedicated to patient experience. The target audience for this Summit includes the following roles:

  • Patient Experience Stakeholders and Advocates
  • Chief Executive Officers
  • Chief Experience Officers and Coordinators
  • Chief Nursing Officers, Directors and Managers
  • Patient Experience Leaders
  • Physicians
  • Nurses
  • Healthcare Executives
  • Marketing Directors and Managers
  • Caregivers
  • Provider Institutions
  • Professional Societies
  • Quality Customer Service Professionals
  • Architects
  • Philanthropists
  • Third Party Payors

Expert Panelists

The Summit will feature expert panel discussions about the national patient experience movement, providing participants from all disciplines the opportunity to identify shared challenges and inspire innovative solutions to help transform the patient experience and elevate customer satisfaction as a competitive differentiator.

2015 Summit Call for Presentations and Abstracts

Abstracts are being considered for a variety of formal and informal meetings, including podium or panel presentations, concurrent breakout sessions, workshops and poster presentations. Submissions are being sought that address a variety of topical areas, healthcare settings, professional disciplines and patient populations.

Summit Website

  • For more information about the Patient Experience: Empathy + Innovation Summit, and to register, please visit empathyandinnovation.com.