Program

Enhance your Patient Experience Strategies and improve healthcare outcomes now.
September 19, 2016
  • 9:00 AM - 12:00 PM
    Workshop A
    Implementing Senior-friendly Care

    Senior citizens are the largest and fastest growing population in healthcare, and currently make up 63% of all acute inpatient days in Ontario. Develop effective strategies to ensure a safe and dignified environment for seniors. This session will delve into the specifics of senior-friendly care, arming you with tools for:

    1. Identifying the unique factors that pose a risk to senior health and safety
    2. Discovering ways of making seniors more comfortable in a care setting
    3. Giving back autonomy while ensuring top quality care
    4. Organizational structures and policies conducive to positive senior experience
    5. Lowering risk of surgical complications and readmission
    6. Ensuring seniors are mobilized, engaged, and fulfilled
    7. Acting on geriatric research and the science of aging

    Do everything in your power to ensure seniors have a safe, comfortable, beneficial care experience.

  • 1:00 PM - 4:00 PM
    Workshop B
    Engaging Clinicians and Patients in Co-designing Care

    While patient engagement is fast becoming “front of mind” in many healthcare organizations, building true partnerships that address what matters most to patients, families and caregivers requires commitment to creating a culture change. In this interactive workshop, learn how to:

    1. Assess organizational readiness for change
    2. Engage frontline staff and patient advisors in quality improvement and change management methods based on improvement science
    3. Develop a stakeholder engagement and communication plan to gain buy-in at all levels
    4. Implement evidence-informed leading practices aimed at improved patient and family experience of care, better patient outcomes and safer transitions in care
    5. Measure for success and to support spread across your organization

    The highly interactive workshop will include activities to assess organizational readiness for change, how to lead brainstorming exercises with frontline staff, build consensus on change priorities, and learn improvement science methods (PDSA). Case studies on leading patient engagement practices include family presence policies, “always practices” such as bedside whiteboards and therapeutic questions, hourly comfort rounding, bedside transfer of accountability and priority huddles. Participants will learn the “how to” of creating a culture shift to what matters most to patients and families. The case studies will feature several of the 22 organizations who were part of the Canadian Foundation for Healthcare Improvement (CFHI)’s Partnering with patients and Families for Quality Improvement pan-Canadian learning collaborative.

September 19, 2016
September 26, 2017
  • 7:30 AM
    Sponsored by: IMD Health
    Registration and Continental Breakfast

    Sponsored by:
    IMD Health

  • 8:15 AM
    Opening Comments from the Chair
    Keith Taylor
    Patient Advisor, Thunder Bay Regional Health Sciences Centre
  • 8:30 AM
    Opening Address
    Communicating the True Value of Patient-Centred Care to Attain Staff Buy-in

    Patient-centred care is a growing priority for governments, health authorities, and associations. But it’s hard for many clinicians and healthcare leaders to see the link between policy and people. Draw wisdom from those who have experienced the healthcare system from both sides to re-envision your care. Identify opportunities for:

    • Improving patient satisfaction with everyday actions
    • Closing the gaps in your care process
    • Spreading the message of PCC

    Draw on real, impactful stories to motivate your organization’s commitment to patient-centred care.

  • 9:15 AM
    Accreditation Canada
    How Our Clients are Using Accreditation to Achieve Patient-Centred Care

    77 clients have been surveyed using the new client and family-centred care standards. Discover how accreditation supports this shift in care delivery to set up your organization for improvement. Be prepared to:

    • Learn how organizations are embracing the new program content
    • Implement best practices to enhance your efforts to capture the patient voice
    • Consider person-centred program enhancements based on the efforts of international accreditation bodies

    Use accreditation to support a true partnership between health care providers and patients.

  • 10:00 AM
    Industry Expert
    Organizational Culture: The Essential Ingredient to Improving the Patient Experience

    Most efforts to improve the patient experience fail because organizations have not taken the time to address the underlying issues. Create a culture that prioritizes and supports the patient experience to achieve lasting change. This session will share:

    • What “Patient Experience” is - and what it is not
    • Steps to create a culture that supports and improves PX
    • Lessons learned from successful health care organizations

    Create the foundation necessary to create an exceptional patient experience.

  • 10:45 AM
    Mid-morning Networking Break
  • Community Care
    • 11:15 AM
      Case Study: South East LHIN
      Leveraging Existing Resources to Streamline Community-based Services

      Partners in the SE LHIN have streamlined care transitions and linkages to existing resources through a highly integrated care coordination model. Develop a culture of integration and shared accountability to improve your patient-centred care. Take away practical tips on:

      • Inter-facility collaboration
      • Regional approach to community assessment and navigation
      • VON SMILE Program: a supported self-directed care model

      Discover how community partnerships can improve your patient-centred care.

    • 12:05 PM
      Case Study: Engaging from Afar
      Improving Outcomes for Patients Who Don’t Come to You
      Stacey Ryan
      Client Voice Liaison, VHA Home Healthcare

      Home care patients have a diverse set of needs, and because of where care is provided, they can be difficult to engage. Get inspired by one organization’s efforts to hear their patients’ voices, and plan to improve your care. Develop a blueprint for:

      • Developing an advisory council that works for home care
      • Building community support
      • Engagement beyond the PFAC

      Adapt your engagement strategy to the home care setting to increase patient satisfaction.

  • 12:35 PM
    Networking Luncheon
  • Community Care
    • 1:45 PM
      Case Study: ICCT
      Improving Care Across the Continuum Through Inter-Professional Collaboration

      The Integrated Community Care Team is an innovative model of integrated care designed for frail seniors who are at a high risk for hospitalization. Ensure your clients experience quality inter-organizational care while supporting ‘solo’ primary care providers. Explore the challenges and solutions around:

      • Employing a shared care, consultation, or transfer approach
      • Coordinating primary, community, specialty, and acute care resources
      • Emphasizing rapid-cycle quality improvement

      Guide your integration efforts to shape the future of Canada’s healthcare landscape.

    • 2:20 PM
      Family Caregivers
      Lending Support to the Unsung Heroes of Healthcare to Improve Patient and Family Outcomes

      Lack of support for caregivers is a problem that affects ¼ of the population and costs the country $1.3 billion in lost productivity. Focus on a new client – the family caregiver – to drive tangible improvements in your patients’ experience. Take away strategies to:

      • Employ user-centred design to see a richer picture of care
      • Address the pain points in the caregiver journey
      • Begin a culture shift

      Give your family caregivers the tools to become supporting partners in care.

  • 2:50 PM
    Mid-afternoon Networking Break
  • 3:15 PM
    Case Study
    Has the Patient Experience Changed in My 14 Year-Old Daughter’s Lifetime?

    Since 2002, technology has radically changed how people access services in every part of our lives. How does Canadian healthcare compare? Ask whether your organization is using the tools available to make real changes in the patient experience. Using the lifetime of a complex patient, discover:

    • What challenges patients and caregivers with complex needs face accessing services
    • Where has our system made progress and where has it lagged
    • What lessons can be learned from Canadian success stories

    Challenge your organization to revolutionize how patients and caregivers access your services.

  • 3:45 PM
    World Café: Interactive Peer Discussion
    Source Strategies from Your Peers for Enriching Your Patients’ Experience

    Leverage the expertise of a range of patients and professionals to find solutions for overcoming your biggest hurdles. In small groups, engage in meaningful discussions on your most pressing concerns in patient-centred care. Explore best practices, innovations and ideas to:

    • Do more with less
    • Foster greater inter-professional collaboration
    • Develop unorthodox solutions to common problems
    • Provide greater transparency to patients

    Benefit from the experience of everyone at the table and have your voice heard.

  • 4:15 PM
    Refugees/Immigrants
    Identifying the Needs of New Canadians to Provide Quality Care from Day One

    Canada receives about 25,000 refugees annually among 250,000 immigrants who arrive each year. In 2011, Crossroads Refugee Clinic, a specialized primary care clinic for refugees, opened its doors at Women’s College Hospital in Toronto. Meet the unique health needs of your refugee patients with patient-centred strategies. Master the success factors to:

    • Overcome language barriers
    • Provide relevant resources and support
    • Attend to the physical, mental, and social needs of newcomer patients

    Embrace your roles as clinicians, navigators, and advocates to champion refugee health.

  • 5:00 PM
    Health and Wellness Social
    Health and Wellness Social

    Enjoy a variety of relaxing and healthful activities alongside your partners in patient-centre care. Visit our different stations and recharge your batteries. Meet new people, reflect on the day, and unwind!

September 26, 2017
September 27, 2017
  • 7:45 AM
    Sponsored by: IMD Health
    Registration and Continental Breakfast

    Sponsored by:
    IMD Health

  • 8:15 AM
    Opening Comments from the Chair
    Keith Taylor
    Patient Advisor, Thunder Bay Regional Health Sciences Centre
  • 8:30 AM
    Keynote Address
    Embedding a Patient- & Family-Centred Care Philosophy into Your Organization

    Improving the patient experience is crucial to delivering better outcomes, but will our endeavours make a lasting impression on the healthcare system? Bring enduring, cultural change to your organization to guarantee that patient-centred care does not become a fad. Take away lessons for your organization from a leader in PFCC. Walk away with an action plan to:

    • Embed patient-centricity into workflows
    • Balance individualization with standardization
    • Create systems, expectations and accountabilities relating to PFCC corporately

    Standardize process to ingrain PFCC into everything that you do.

  • 9:15 AM
    Industry Expert
    Engaging Patients at Home and Supporting Informal Caregivers with Easy Access to Health Records

    Systemic deficiencies in the communication of patient health information within circles of care pose barriers to effective care at home. Give patients and their informal caregivers easy access to official medical information from all their healthcare sites to promote informed, well-coordinated, patient-centred care at home. Explore how electronic access to medical records can:

    • Increase collaboration within circles of care
    • Increase patient safety
    • Improve patient transitions from institutional- to home-care settings.

    Help your patients and their informal caregivers become integral parts of their care team.

  • 9:30 AM
    Panel: Medical Assistance in Dying
    Enacting a Patient-Centred Approach to Move Forward with Confidence

    'Communication issues' are the number one reason for health-related lawsuits. Gain timely insights on how you can approach the uncharted territory of PAD and ensure that all parties are treated with respect, fairness, and dignity. Get perspectives on:

    • Best approaches for communicating about this law
    • How to ensure patient/family trust is maintained
    • Who the influencers of patients’ end of life decisions are

    Develop patient-centred communication strategies to convey new legislation.

  • PX Measurement
    • 10:45 AM
      Cross Country Checkup
      Prepare Your Organization to Lead Patient-Centred centred Measurement in 2021

      The Canadian Institute for Health Information is the leading authority on health system data in Canada. Delve into the challenges and opportunities your organization will face in meeting the measurement standards five years from now to stay at the forefront of progress. Explore the current trends in:

      • Tools being used across the country
      • Jurisdictions leading in PREMs/PROMs
      • Which sectors are being measured

      Align your measurement strategy with nation-wide objectives.

    • 11:20 AM
      Long-term Care
      Tools for Measuring and Improving Care of Your Long-term Patients

      Standardized questionnaires fail to address the specific needs of your clients. Harness the perspectives of your senior and LTC patients and families to enhance their quality of care. Develop strategies for:

      • Choosing the best measurement tools for seniors
      • Comparing patient and family experience
      • Facilitating bonding between staff and patients

      Capture the voice of your senior patients to improve your long-term care.

  • 11:50 AM
    Discussion and Reflection on the Morning’s Presentations
  • 12:00 PM
    Networking Luncheon
  • PX Measurement
    • 1:15 PM
      Case Study: AHS
      Measuring and Improving Patient Experience in Alberta Hospitals

      Alberta Health Services is the sole health service provider for 4.2 million Albertans, and has captured patient experience data since 2011. Explore the methods and data for how patient experience is captured across hospitals in Alberta. Source practical tips to:

      • Measure improvement over time
      • Turn data into actionable insights
      • Make measurement a routine practice

      Use patients’ perceptions of their care to make targeted quality improvements.

    • 1:50 PM
      Panel: Point of Care
      Harnessing Real-time Feedback to Make Timely Improvements
      Patricia Sullivan-Taylor
      Executive Lead, Policy and Partner Engagement, Accreditation Canada

      Don’t wait to find out your patients are unhappy until you receive the results of your mandatory survey. Adopt a strategy to collect data at the point of care so you can act on feedback immediately. Source your plan of action to:

      • Choose from available tools to quickly capture feedback
      • Assess response rates and reactions from patients
      • Use real-time data to incite change

      Implement new methods to reduce your quality improvement lag.

  • 2:35 PM
    Mid-afternoon Networking Break
  • 3:00 PM
    Your First Point of Patient Care!
  • 3:15 PM
    Case Study: Safewards
    Minimizing Aggressive Behaviour By by Improving Relationships Between Patients and Staff

    In September 2015, 9 nine Forensic forensic Hospitals hospitals in Ontario committed to the Safewards Model of Care, an evidence evidence-based best practice backed by 20 years of research from the UK. Implement simple, everyday changes to create a safe environment for your staff and patients. Introduce initiatives to:

    • Develop clear, consistent and open lines of communication
    • Reduce injury and promote safety
    • Foster an atmosphere of trust and comfort

    Implement small changes in your day-to-day to yield big differences in your patient relations.

  • 3:45 PM
    Case Study: NHS England
    Staff Experience – A Key Driver for Improving Experiences and Outcomes for Patients

    Focusing on the relationship between staff and patients’ experiences could be the most important move for healthcare services to make. Improve your patients’ experiences of care and drive better productivity through staff experience initiatives. Examine the evidence that supports:

    • The more engaged staff are, the better the outcomes for patients and organisations
    • Staff wellbeing – a key driver of experiences and outcomes of care
    • The case for integrated staff and patient experience improvement programmes

    Nurture and engage your staff to inspire them to do the same for your patients.

  • 4:30 PM
    Conference Adjourns
September 27, 2017

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