In addition to a great cup of coffee, start your conference morning off right with activities that will get you moving, center your mind or balance your core. Sign up will be available during the registration process.

Guided Centering Meditation: Rose Hosler, RN, Healing Services Hillcrest Hospital

Laughter Therapy: Karen Fink RN, Healing Services, Cleveland Clinic

Seated Yoga: Judi Barr, Wellness Institute, Cleveland Clinic

Self-Recovery Acupressure Technique for Jet Lag and Stress: Tricia Gilbert, Spiritual Care, Fairview Hospital

Registration Opens
Continental Breakfast and Exhibitor Viewing sponsored by Sodexo

Though life gave Sarah Cawley a challenging set of circumstances, she believes that there is purpose in every trial. You are invited to share in her story, "walk a mile in her shoes", and learn how her journey through every facet of the healthcare system has given her a unique perspective on patient experience, and transformed her own way of caring. 

BJ’s talk is meant for us as caregivers to see ourselves as “the dying”, and therefore see mortality as a major thread for unity and therefore empathy. This presentation will prompt the audience to see themselves in their patients - and vice versa - and to reconcile life’s inevitabilities with the goals and purpose of the healthcare system. In addition to laying out a route towards deeper empathy, the talk will also spur creative energies around how we might design our system better and improve the clinical experience for all involved, patient and provider and administrator alike.  

Transformative, high-value health care starts with understanding the needs of patients and families. Our work enables insight into the experience of individuals and families that affect health but that occur outside of the walls of the office or clinic — the “other” 350+ days of the year. We developed a human-centered design approach to see the unmet needs that can undermine success and to develop measures that mirror patients’ hopes, concerns and aspirations.

Many companies talk about empathy, but empathy is about more than just walking in another’s shoes. What if every decision started with a question: How will this care for people so they can be their best? Hyatt Hotels Corporation President and CEO Mark Hoplamazian says taking a reverse perspective has allowed the company to unleash its most valuable asset – its 100,000 colleagues worldwide – and to use technology as an unexpected vehicle to scale care and human connection. Amid unprecedented industry disruption, Hyatt is redefining the hotel experience and writing the next chapter of its story. In this session, Hoplamazian will discuss key examples of how reversing the perspective leads to improved colleague engagement, better business results, and ultimately, a bigger impact on the world.

Dr. Hyman will explore a powerful new social experiment developed within the faith based community for sustainable wellness, and other novel models for decentralizing health care through community based small groups and disruptive models of clinical care that drive the double revolution needed for people to take back their health.   The first revolution is changing the content of care and nature of health information accessed by both professionals and citizens, and the second revolution is harnessing the power of community to address our chronic disease epidemic.

Being a patient is not an experience one voluntarily chooses or for that matter enthusiastically seeks to engage in. The transition from wellness to illness or the movement from one stage of disease to another are experiences fraught with uncertainty, unfamiliar environments and unwelcome intrusions into daily life. We'll reconsider the notions of patient engagement as we explore the six common questions patients and caregivers have told us matter most to them across the continuum of their health and healthcare experiences.

Regina Holliday takes the audience through an odyssey of empowerment in her presentation. She navigates the halls of healthcare policy with the determination of one who has faced all the challenges life has to offer and has seen that much can be accomplished with grit, determination and a little paint.  

The focus of this year's conference is "caring transformed: anytime, anywhere". The focus of this panel will be "how transforming the caregiver, transforms care". We will begin to explore how we have changed as a result of our own personal experiences and learn how these lessons can be shared and taught.

Hear from two leading health systems recognized for their work in developing internal talent as a strategy to improve organizational performance, including quality, patient safety, and patient experience. This session will explore the research and best practices of leadership development using two case studies. Learn how your organization can use evidence-based methods to develop internal talent and improve organizational outcomes.

Accountability is a popular buzzword, most often associated with holding others accountable. During this session, participants will explore the concept of personal accountability. They will be challenged to explore their own level of accountability and will learn how personal accountability is the foundation for effective leadership. Holding others accountable will also be explored in this session. Participants will dissect common, real-life professional challenges and will learn skills to hold others accountable using both strength and empathy.

The transition across multiple levels of care is oftentimes cumbersome, confusing, and fragmented – requiring careful management to be executed smoothly and safely. There are numerous known barriers to effective and safe transitions of care, including lack of interdisciplinary synchronization, ineffective handover to primary care providers, and insufficient empowerment of patients and families to self-manage the often complex acute and chronic conditions they face. The Cleveland Clinic care coordination integrated care model places patients and families first by connecting inter-professional teams across the continuum of care. Join us for this session and experience a true example of coordinated care, as told through a daughter’s eyes.

Presenters will provide a brief overview of grief and bereavement common to the clinical context. A case study will be presented followed by perspectives from a physician and a bereavement resource coordinator. Then a bereavement resource specialist will provide information and insights for how to establish grief and bereavement services in a clinical setting. The session will conclude with time for Q & A.

This presentation will explain the Dreaded Drama Triangle (DDT)™ roles and its toxic brew of Victim, Rescuer and Persecutor as the central characters that perpetuate ineffective patient conversations. Many patients feel victimized by their health challenges and clinicians can unknowingly add to their disempowerment by rescuing patients with excessive advice and supervision. TED* (*The Empowerment Dynamic) ™, is a positive antidote to the DDT reactive roles and provides tools to recognize the impact you have on the patient conversation. You will leave this interactive session with practical insights on how to generates empowered conversations with patients.  

Despite the best of intentions, it is not yet commonplace to see patient and caregiver perspectives and representation in design, policy and decision-making in healthcare organizations. Patient and family perspectives add a unique dimension, depth and range of experience that can enrich these discussions and contribute to better end outcomes. Other industries routinely include the end-user as a stakeholder in design and operations decisions. This presentation focuses on models and resources that ease the path to greater patient and family inclusion in ways that promote mutual benefit and improved outcomes. 

Stacey Hrountas will guide you through the highlights of our fifteen year Sharp Experience journey. This presentation will cover the Sharp Experience journey and how Sharp Rees-Stealy Medical Group, a multispecialty medical group in San Diego, California, has embraced the patient experience in all that we do and will include fundamental concepts in the patient experience as well as patient engagement through population health.

Patient feedback is a fundamental element of the entire patient experience strategy. Getting it right here is critical in order to prioritize efforts, effectively engage staff and improve patient experience where it matters most. Join our panel discussion and explore purposeful strategies from 4 leading experts who are using their patient feedback and making it count.

sponsored by HP, Inc

Pre-registration is required for all Interactive Activities and Breakout Sessions. Registrants will be notified via email when registration for these sessions becomes available.

This session will allow facilitated time to share ideas and opinions on hot topics in patient experience in an interactive, informal and fun setting with other attendees. It resembles a game of musical chairs except everyone wins. Walk away challenging yourself to new ways of thinking, behaving and managing.

A one-hour, guided walking tour of Cleveland Clinic facilities is available to attendees. Tours will be conducted by a Cleveland Clinic Volunteer Ambassador and will provide attendees with a general history and overview of Cleveland Clinic, including stops at the original Cleveland Clinic building, the Sydell and Arnold Miller Family Pavilion, home of the Heart and Vascular Institute and Miller Rooftop, Glickman Tower, Crile Building and the Learner Research Institute. Participants will be shuttled from the Convention Center to the starting point of the tour on main campus and will return to the Convention Center at the conclusion of the tour. Advance registration is required. Space is limited.

Code Lavender is provided to patients, family members and caregivers at Cleveland Clinic by providing holistic rapid response to emotional events. The Code Lavender Experience will provide summit attendees with an opportunity to not only experience what it’s like to be cared for in this manner, but also to gain the knowledge of why this support is requested, what is provided and why these modalities are chosen for those in need of support. This will be a highly interactive and experiential session with information to take back to your institution about methods to carry out Code Lavender. Modalities included and described will be Touch therapies such as Healing Touch and Reiki, Manual therapies including massage and reflexology, Spiritual and emotional support as well as aromatherapy, tea for the soul, music and art therapy, acupressure and the team’s portable labyrinth.

Hosted by Cleveland Clinic, enterprise-wide, Code Lavender and Healing Services Teams

Belinda Fu, MD, Clinical Assistant Professor, University of Washington; Founder, Mayutica
Amy Windover, PhD, Psychologist, Cleveland Clinic

This 90 minute experiential workshop is focused on conveying the purpose and value of improv techniques in facilitating experiential interprofessional team and communication skills training. Participants will be able to identify facilitation strategies for future application in communication skills training.
The target audience is anyone tasked with improving professionalism, teamwork, and/or communication within a healthcare setting. The learner-centered nature of this workshop is intended to accommodate all levels of learner, from novice to expert.

This featured poster session is a collection of the highest scoring abstracts of those selected for poster presentation. The session allows each author 10 minutes to present their work. Summit attendees have the opportunity to vote for the “best poster abstract”. The winning recipient will be recognized during the Patient Experience Summit and published in the Journal of Patient Experience (JPE). Poster Abstracts will be on display daily in the main concourse.

10 featured themes (PODS), 3 tables of related topics. Join industry experts as they moderate an intimate, lively roundtable discussion that draws out unique experiences, share(s) ideas and promote(s) dialogue between summit attendees. The session will be conducted in a “speed-dating” format where attendees will discuss a specific topic for 20 minutes and then facilitators will rotate to the next table. Each table is limited to 11 participants. Advance registration is required.

sponsored by Press Ganey

Punch Bowl Social – Eat + Drink + Social – join us at one of Cleveland’s newest hot spots for dinner, drinks and fun activities such as bowling, darts, billiards, shuffle board and arcade games. Don’t miss out on the infamous punch! – Tickets are $65 and may be purchased on the registration page.