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Patient Experience: Empathy & Innovation Summit

The 5th Annual Patient Experience: Empathy + Innovation Summit

May 18-21, 2014
Cleveland, Ohio

Patient Experience: A Key Differentiator

Patient experience has emerged as a dynamic issue for healthcare CEOs, 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 18-21, 2014, in Cleveland, Ohio, the 5th 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 CEOs, 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 2013, the Summit attracted more than 850 attendees, representing 34 states and 30 countries, making it the largest independent conference 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
  • 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.

2014 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.

For more information and to submit a proposal, please visit empathyandinnovation.com.

Summit Website

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

The 4th Annual Patient Experience: Empathy + Innovation Summit

May 19-21, 2013
Intercontinental Hotel & Conference Center
Cleveland, Ohio

2013 Summit Summary

Thank you to the more than 850 people who attended the 4th Annual Patient Experience: Empathy + Innovation Summit on May 19-21 at the InterContinental Hotel & Bank of America Conference Center on Cleveland Clinic's campus in Cleveland, Ohio. Attendees came from 34 states and 30 countries, representing hundreds of hospitals, healthcare systems and businesses around the world.

The Summit opened with two sessions on Sunday, May 19: "Leveraging Marketing and Communications Programs for a Great Patient Experience" and "Creating Synergy in Healthcare." The first session, geared towards marketing, communications and social media, highlighted the trajectory of mobile technology and its impact on healthcare marketing, how healthcare organizations are using social media as a customer service tool and the power of online patient panels. It also featured a case study in using social marketing to generate word-of-mouth for local market initiatives.

Dr. Toby Cosgrove, Cleveland Clinic President and CEO, welcomed attendees the morning of Monday, May 20, setting the tone of the Summit by stating, "The only reason healthcare organizations exist is because of the patient. We have to not only do the right thing for them, but we have to include empathy and compassion." He was then joined by Dr. Mark Boom, CEO at the Methodist Hospital System, and UCLA Hospital System CEO Dr. David Feinberg in an insightful panel discussion, moderated by Susan Dentzer, Senior Policy Adviser for the Robert Wood Johnson Foundation, who said, "Engaging patients in patient-centered care can cure a lot of what ails healthcare. We can prevail against these issues if we put the patient front and center."

Drs. Boom and Feinberg also offered insights from their unique leadership perspectives during their keynote presentations. Dr. Boom spoke about the importance of focusing on how patients feel about coming to your institution. "Patient experience is a strategic investment, not an expense," he said.

Dr. Feinberg reiterated the necessity to build initiatives around patients, and to not give in to internal pushback. "Don't worry about resistance," he said. "If you take care of the patient in front of you, everything else will take care of itself."

Cleveland Clinic patient Pam McCary and her husband, Steve McCary, addressed the audience with their personal hospital experience and the influence that a caring, compassionate and communicative staff can have on patients, their family members and the healing process. "We left the hospital with a renewed sense of sovereignty," said Steve McCary. "I got to see ‘Patients First' lived out and I was inspired."

Michael Yang, President at Janssen Pharmaceuticals, Inc., part of the Johnson & Johnson family of companies, talked about the breathtaking pace of medical innovation and how these innovations are going to be defined by outcomes related to the patient experience. "We should look to expand the lens of innovation to focus on broad systems that deliver the patient experience," said Yang. "Product innovations are impressive, but the outcomes – lives saved - are what matters, and we're not doing all we can." By transcending the "magic bullets," innovation will be enlarged to encompass not merely pharmaceuticals, but the systems that deliver them, that shape the patient experience and help determine clinical outcomes.

An inspiring lunch session on Tuesday, May 21, was led by Patrick Ryan, CEO, Press Ganey, as he moderated a panel featuring Dr. Dierdre Mylod, Vice President of Hospital Services and Press Ganey co-founder, Dr. Irwin Press. Interesting insights on the rise in importance of the patient experience were given by both panelists. "Patient satisfaction and the patient voice have both become fully institutionalized. They will ultimately be taken as seriously as clinical processes and standards," said Dr. Press, as he described his experiences. "If patient satisfaction isn't part of your report to your organizational trustees, it will never improve."

Tuesday afternoon featured an engaging panel of Chief Nursing Officers, including Kelly Hancock (Cleveland Clinic), Heidi Crooks (UCLA Health System), Marilyn Dubree (Vanderbilt University Medical Center) and Fairview Hospital's Deborah Small. Each emphasized the importance of a well-trained and engaged nursing staff, and how all functions within a caregiver's role have a direct connection to patient care and patient experience. "Any well-designed tool is only as good as the engaged staff and engaged patients that use it," said Small.

During the three-day Summit, many panelists and presenters shared their thoughts on a wide variety of topics related to the patient experience in small-group breakout sessions, including creating and sustaining a culture of service excellence, strategies for tackling HCAHPS improvement initiatives, patient experience in a pediatric setting, physician engagement and communication, integrating data, leadership and best practices in a patient experience strategy, hospital architecture, hospital art and medicine and many more. These and additional breakouts allowed for more in-depth discussions and gave attendees opportunities to learn from presenters, ask questions and share their own best practices.

Additionally, more than 100 attendees participated in a half-day session on the morning of Wednesday, May 22 titled, "Patient Experience Challenges and Strategies Internationally," while a small group of attendees participated in Cleveland Clinic's day-long "Foundations of Healthcare Communication" course.

More than 30 organizations displayed their offerings in the exhibitor areas, while more than 20 poster abstracts were on display for attendees to view throughout the Summit. Also, social media played a big part in engaging the audience. The Summit was popular among Twitter users, with more than 100 tweets using the Summit hashtag, #PESummit.

Presentations are now available for viewing on the Summit’s website at empathyandinnovation.com. Please check back often for more information, including details on the 2014 Summit.

The 3rd Annual Patient Experience: Empathy + Innovation Summit Recap

May 20-22, 2012
Intercontinental Hotel & Conference Center
Cleveland, Ohio

2012 Summit Summary

Thank you to the more than 840 people who attended the 3rd Annual Patient Experience: Empathy and Innovation Summit on May 20-22, 2012 at the InterContinental Hotel & Conference Center on Cleveland Clinic's campus in Cleveland, Ohio. Attendees came from 34 states and 28 countries, representing hundreds of hospitals, healthcare systems and businesses.

Two sessions were featured on Sunday, May 20, including “Digital and Social Media in Healthcare" and "Translating the Language of Caring.” The digital media session highlighted how healthcare providers can mobilize the power of digital media to make healthcare better, faster, more personal and affordable. It also explored the latest social media technologies and their roles in patient care, research and education.

The "Translating the Language of Caring" session demonstrated the importance of empathetic care through active listening and relationship-building with patients. Discussions about optimizing rounding efforts and the skills behind compassionate care were also part of this session.

The "Business of Patient Experience" session featured a panel discussion on the importance of including patient experience in strategic planning. Harley Manning, Vice President and Research Director at Forrester Research, said, “Write down these words: I need my customers more than they need me. Look at that every day, because it’s so easy to forget that. Experience what it’s like to be one of your own customers.”

Dr. Toby Cosgrove, Cleveland Clinic President and CEO, explained that every one of Cleveland Clinic’s 43,000 employees have spent half-day sessions dedicated to improving the patient and employee experiences while learning how to express empathy and skills to connect better with patients.

Jenn Lim, CEO and Chief Happiness Officer at Delivering Happiness, delivered a presentation on customer satisfaction from her experiences working with Zappos, one of Fortune’s 2011 “100 Best Companies to Work For.” Centering on how companies can successfully create cultures based on happiness and be profitable at the same time, Lim advised, “Make customer service a priority for the whole company, not just a department.” She also stressed that the number one priority of Zappos is company culture, saying, “If you have a higher purpose for employees and a vision they can relate to, even the most mundane activities can be inspiring.”

Several Cleveland Clinic patients spoke of their experiences, including correspondent and host of NPR’s Weekend Edition Scott Simon, who discussed the patient perspective and the need for a trusting relationship between them and their care teams. “The role everyone plays in healing is different,” said Simon. “But each one of those roles is equally important.”

Cuyahoga County Common Pleas Court Judge Nancy McDonnell, a double-lung transplant recipient, offered up a bit of advice to hospitals when she said, “You need to hire caregivers who have both brains and heart." We also heard Doug Lyons’s inspiring story of his family’s experiences. “Patients are people. Interesting, complicated, wonderful people. Listen to them,” said Lyons.

Rob Bazemore, President at Janssen Biotech, shared his personal story as a cancer survivor during a keynote presentation. Bazemore admitted that, during his course of treatment, he wondered if he would ever get to see his children grow up. He emphasized that a better patient experience equals better outcomes, and that his own patient experience is at the top of his mind every day when making strategic business decisions for Janssen, a member of the Johnson & Johnson family of companies.

Informative breakout sessions were led by subject-matter experts on relevant patient experience topics, such as “Building Your Office of Patient Experience,” led by Mary Linda Rivera, Executive Director of Patient Experience at Cleveland Clinic, and Nina Setia, Chief Experience Officer at New York University Langone Medical Center. In this engaging session, participants learned the necessary building blocks to developing a solid patient experience office, shared best practices on organizational structure and service improvement programs, and reviewed key elements in shifting the culture of an organization to one that recognizes the need for a strong patient experience.

In the “Developing a Service Excellence Program” breakout session, hosted by Toya Gorley, Director of Service Excellence and Patient Advocacy at Cleveland Clinic, participants learned key elements of Cleveland Clinic’s Communicate with H.E.A.R.T.™, a model for service excellence that is integrated into Cleveland Clinic’s culture. The discussion reviewed the importance of an organizational commitment to service excellence, the roles managers and supervisors play in establishing service excellence in their local areas, the results Cleveland Clinic has seen in changing employee culture to one that emphasizes a positive patient experience, and how this culture change can be implemented in any organization, regardless of size.

Dr. Adrienne Boissy, staff physician at Cleveland Clinic's Mellen Center for Multiple Sclerosis, led a lively panel discussion centered on “How to Improve Physician Communication with Patients,” which included six physicians discussing their focus on improving interactions between physicians and patients at their organizations and the benefits seen from this. Panelists explained the importance of asking patients more than “yes or no” questions and how improved physician communication leads to better outcomes, a physical sense of well-being and an improved level of patient satisfaction.

These and additional breakouts allowed for more in-depth discussions and gave attendees opportunities to learn from the presenters and share their own best practices.

During the three-day Summit, many panelists and presenters shared their thoughts on a wide variety of topics related to the patient experience, including strategies to improve the patient experience, employee engagement, hospital architecture, the business of art and medicine and more. Session summaries will be posted to the site soon. Please check back for more information.

Attendees were also invited to join the Association for Patient Experience, a nonprofit, 501c(3) organization established to support healthcare professionals, patients and their families.

In addition to our attendees, we also thank Johnson & Johnson Health Care Systems, Inc. (Premier Sponsor), Medical Mutual of Ohio and Press Ganey (Platinum Sponsors), and RL Solutions (Gold Plus Sponsor) for their tremendous support.

The 2nd Annual Patient Experience: Empathy + Innovation Summit Recap

May 22-24, 2011
Intercontinental Hotel & Conference Center
Cleveland, Ohio

More than 700 people attended the 2nd Annual Patient Experience: Empathy and Innovation Summit on May 22-24 at the InterContinental Hotel & Conference Center on Cleveland Clinic's campus in Cleveland, Ohio. Attendees came from 37 states, 6 countries and 239 hospitals, healthcare systems and businesses. There were some great panel discussions about managing patient expectations, practical ways to improve HCAHPS scores, the impact of technology on the patient experience, the effect of arts and environment on healing, employee engagement and much more.

In addition, attendees were invited to join the Association for Patient Experience, a nonprofit, 501c(3) organization established to support healthcare professionals, patients and their families.