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

Registration Opens
Continental Breakfast
Exhibitor Viewing

This session will describe who a caregiver is. The importance of caregivers practicing individual, coordinated and activating care to patients and families that is respectful, compassionate and maintains dignity will be highlighted. The critical importance of equitable care will be presented as well.

The hard costs of healthcare are obvious. Let's talk about the ones that don't get as much press. Economist and sports car driver, Patti Substelny, will talk frankly about her journey with narratives that will make you laugh, cry, and think. She beautifully highlights the greatest secret of the human experience...meeting people where they are.

Healthcare is changing fast and we are having a hard time keeping up. Join a lively, and surprising, discussion with Dr. Toby Cosgrove, who will share where the field of patient experience should be heading and from where we’ve come. He'll reflect on his own experiences on the journey to transform care  - including lessons learned - and what needs to be said to executive leaders to rally them around patient experience as a North Star. In addition, we'll take a more personal look at pain points for clinicians today including caregiver stress, disruptive behavior, and the controversial role of transparency. Audience participation welcomed!

This session will introduce compelling research on gratitude and its ability to transform health, compassion and psychological well-being. Andrew will also showcase the important role that friendship and community can play in accelerating positive patient outcomes. The session will lay out tangible strategies and highlights innovative, often free technologies that are available to caregivers who want to connect patients to their communities during times of adversity.

Caregiver engagement is known to be a powerful driver of the patient experience but it’s connectivity to other critical operational areas in healthcare has been less well defined. We will explore the interconnectivity of engagement, patient and caregiver experience, safety and quality and discuss strategy to link cultural development with the patient promise of safe, high-quality care, in an environment of patient and family centeredness.

In this interactive, plenary session, three leading advocates for empathy in healthcare discuss how technological innovation and the drive for efficiency have led to a concerning global deficit in empathy and compassion in medicine today. The panel will discuss the relationship between empathy and compassion, describe how empathy can be taught, discuss what role empathy plays in positive outcomes for providers and patients, and conclude that health professions and patients are at risk without an explicit effort to put compassionate, empathetic care at the core of healthcare.

On November 1st, 2014 Brittany Maynard passed away gently, but only after having to move from her home in California to Portland Oregon in order to have the option of medical aid in dying. Dan Diaz will share the details of what his wife Brittany Maynard experienced as they navigated the chaos of the brain tumor during those 10 months.

Distress is common among physicians and can have substantial personal and professional implications. An extensive body of research has demonstrated a strong link between physicians personal well-being and the quality of care they provide patients. Several decades of research have identified many of the factors that contribute to physicians distress. Dr. Shanafelt will review the literature on physician satisfaction and burnout, discuss data on the personal and professional repercussions of physician distress.

Improved physician engagement and accountability is imperative for meaningful patient experience improvement in hospitals. Patient experience improvement has the potential to impact physicians in three important ways: (1) Reconnection to professional purpose and increased work-life satisfaction, (2) Improve immediate efficiency and productivity, (3) Allow physician groups to differentiate themselves from competition. Effective physician engagement and accountability strategies will support those three elements.

Our panel will focus on the synergistic relationship between design, technology, operations and cultural expectations for great patient experiences. We will discuss key issues relating to waiting, wayfinding and enabling technologies for patient focused operations. We will also discuss design as it relates to culture and reputation. Two projects are presented as case studies related to these important topics. 620 Fulton Street houses the New York Hotel Trades Council new Brooklyn Health Center and St Elizabeth Healthcare Heart and Vascular Institute.

Recent events in Baltimore and elsewhere have rekindled the ongoing national conversation about social injustice. What can we—those who work to improve the health and well-being of all—learn from these occurrences? What is the role of academic medical centers in the communities we serve? Video interview footage of Baltimore residents offering their perspectives on how medical education, clinical care and biomedical research can, should and do respond to social injustice and the social determinants of health will be featured in this innovative session.

SolVE’s Hypothesis: Combining positive (successful) QI experience with learning will lead to caregiver engagement in QI work. The attendees will learn and hear from speakers’ first-hand experiences about SolVE’s innovative approach and key elements, including: a) Multimodal learning: Classroom, Application, & Coaching, b) SolVE’s multidisciplinary teams, c) how SolVE’s Teams and their leads’ projects are aligned to organization priorities, d) how the training sessions meet CME / MOC requirements, and e) how SolVE drives sustained learning, capability, and results. The attendees will walk away with a proven approach that they can utilize.

When it comes to engagement efforts there are several foundational principles that every strategy needs but when it comes to engaging the Generations ones size does not fit all. This session will share key engagement principles used at the Cleveland Clinic to support a move from the 59th% to the 68th% in just one year. The team will also share customized engagement approaches for the generations from traditionalist to millennial and some predictions for workers of the future.  

Pre-registration is required for all Interactive Experiences 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.

Mary Beth Modic, DNP, RN, CNS, CDE, Clinical Nurse Specialist, Inpatient Diabetes, Cleveland Clinic

Join Mary Beth Modic, as she leads you on a unique quest for titles that inspire. This is not your typical book review. Always a hit and back by popular demand.

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.

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.

Samantha Connelly, RN,  Nurse - ICU, Hillcrest Hospital
Stephanie Morris, Music Therapist, Hillcrest Hospital

Discover how one hospital developed a successful and evidence-based music therapy program. With support from nursing, music therapy has demonstrated positive patient outcomes in difficult patient situations. Nursing and patient stories will be shared in addition to information regarding data that was collected.

Contact hours will be awarded
ANCC Provider statement:
Cleveland Clinic Enterprise is accredited as a provider of continuing nursing education by the American Nurses Credentialing Center's Commission on Accreditation.

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.