Holiday Inn Toronto International Airport,
Toronto ON

Monday Sept. 24th &
Tuesday Sept. 25th 2018


Enhance your Patient Experience Strategies and improve healthcare outcomes now.
September 25, 2017
  • 9:00 AM - 12:00 PM
    Workshop A
    Changing the Conversation to Put Patients at the Centre of your Care
    Joy Klopp
    Director, Contracts, General Counsel and Privacy Officer, VHA Home Healthcare
    Anne Wojtak
    Executive Lead for Transformation & PMO, Toronto Central Local Health Integration Network

    Healthcare providers sometimes struggle to grasp what is important to their patients. Master a new philosophy and framework to incorporate patient experience into what you do. In this interactive session, gain insights to:

    1. Change your approach to delivering care
    2. Identify your client’s priorities
    3. Apply the framework to your care delivery
    4. Work within a limited timeframe

    Approach communication differently to discover what your patients truly want and need.

  • 1:00 PM - 4:00 PM
    Workshop B
    Employ Better Data Collection to Improve your Clinical Outcomes
    Samantha Davie
    Quality Improvement and Decision Support Specialist, St. Michael's Hospital
    Tara Kiran
    Family Physician and Health Services Researcher, St. Michael's Hospital

    The volume and diversity of patient experience data can be overwhelming. Put your data into action to determine your patients’ needs. In this interactive session, gain knowledge to:

    1. Identify which information is essential to collect
    2. Discover the measurement tools that best serve your organization and patient population
    3. Develop reliable systems for collection
    4. Track improvement

    Sharpen your data collection skills to reduce your quality improvement lag.

September 25, 2017
September 26, 2017
  • 7:30 AM
    Registration and Breakfast
  • 8:15 AM
    Opening Comments from the Chair
    Keith Taylor
    Patient Advisor, Thunder Bay Regional Health Sciences Centre
  • 8:30 AM
    Keynote Address: Accountability in Healthcare
    Embrace Responsibility to Drive Change in Patient-centred Care
    Louis Hugo Francescutti
    MD, PhD, MPH, FRCPC, FACPM, CCFP, FACP (Hon), ICD-D,, Physician and Storyteller

    Canada falls behind other countries when it comes to improving patient experience. Build a foundation in your organization to truly empower your patients. Gather ideas to:

    • Benchmark our system internationally
    • Tailor your services to meet patient needs
    • Move towards better health equity

    Create a culture of accountability to drive improvements in Canadian healthcare.

  • 9:15 AM
    Case Study: Health Standards Organization and Accreditation Canada
    Employ People Powered Health to Improve your Reputation and Quality of Care
    Patricia Sullivan-Taylor
    Executive Lead, Policy and Partner Engagement, Health Standards Organization and Accreditation Canada
    Mario Di Carlo
    Patient Advisor

    Accreditation Canada has evaluated over 7,000 healthcare sites and services across the country. Exceed accreditation standards and improve your reputation by putting patients at the forefront of your care. Come prepared to:

    • Review HSO and Accreditation Canada’s new strategies
    • Implement best practices to enhance person-centred programs
    • Ensure ongoing quality and safety in your organization

    Use accreditation as a chance to embed patient-centred care into everything you do.

  • 10:00 AM
    Industry Expert: BrightSquid Secure Communications Corp
    Implementing EHRs to Improve your Patient Safety and Quality of Care
    Rohit Joshi
    CEO, Brightsquid
    Scott Wilson
    Neurologist, Alberta Medical Association

    Research proves the strong relationship between a heathcare team’s ability to communicate quickly and openly and improved patient outcomes as well as system wide efficiencies. Determine how secure messaging can accelerate care, improve outcomes, and unite your teams around patient-centred care. Walk away with a plan to:

    • Increase clinic efficiency to improve patient access to care
    • Connect your care team to align with patient expectations
    • Customize communications around the needs of your patients and team

    Use secure messaging to open communication, access to information, and improve patient outcomes.

  • 10:30 AM
    Morning Break

    Connect with conference speakers and fellow attendees. Secure important new contacts and talk about crucial developments in your field.

  • 11:00 AM
    Case Study: Faces of Healthcare
    Use Storytelling to Bridge the Gap Between Healthcare Policy and Practice
    Andreas Laupacis
    Executive Director of the Li Ka Shing Knowledge Institute, St. Michael’s Hospital

    Policy makers and managers can often be removed from the realities of our healthcare system. Realize the value of patient stories to improve your quality of care. Gain insights to:

    • View patient stories as a resource
    • Use patient experiences as an opportunity for improvement
    • Integrate storytelling and evidence

    Use patient stories to point you in new directions for evidence and to solve problems.

  • Breakout A:
    • 11:30 AM
      Getting Started
      Karima Velji
      Vice President of Clinical Services, Ontario Shores Centre for Mental Health
      Lisa Machado
      Founder, Canadian CML Network

      Establishing meaningful engagement projects takes strategic planning. Develop standards to form and maintain impactful patient engagement programs. Communicate with your peers on:

      • System transformation
      • Executive and staff buy-in
      • Engagement frameworks
      • Patient recruitment
      • Patient support and training

      Create your own engagement program to initiate real progress in patient-centred care.

    Breakout B:
  • 12:30 PM
    Networking Lunch

    Join the conference speakers and your peers for a relaxing luncheon.

  • Breakout A:
    Breakout B:
  • 2:30 PM
    Afternoon Break

    Network with conference speakers and fellow attendees.

  • 3:00 PM
    Spotlight: InnoCare
    Leverage Software, Data, and Charting Technology to Improve your Patient Outcomes
    Heather Shantora
    CEO, pt Health and InnoCare Ltd.

    Much of a patient’s treatment and recovery happens outside of your healthcare organization. Use cutting-edge healthcare technology to ensure quality care throughout your patient’s treatment journey. Gain fresh ideas to:

    • Better engage your patients in their treatment plans
    • Send progress reports to patients, families, and doctors
    • Utilize data to better understand your patients and increase their satisfaction

    Integrate healthcare technology in your clinician practice to improve patient experience.

  • 3:15 PM
    Case Study: Medical Assistance in Dying
    Facilitate Communication to Protect the Rights of your Patients and Doctors
    Sally Bean
    Director, Ethics Centre and Policy Advisor, Sunnybrook Health Sciences Centre

    Miscommunication is the leading cause of malpractice lawsuits. Gain perspective on new MAID legislation to safeguard the interests of your patients and doctors. Secure insights to:

    • Develop patient-centred communication strategies
    • Know where you stand on participation and compliance
    • Maintain patient-provider trust

    Take a patient-centred approach to MAID to ensure everyone’s rights are respected.

  • 3:45 PM
    World Café: Interactive Peer-to-peer Discussion
    Connect with your Peers to Identify Solutions to Cultivate Meaningful Engagement

    Tap into the knowledge of fellow speakers and attendees to tackle challenges facing your organization. Engage in discussion on what you can do to improve patient experience. Collaborate to:

    • Identify cost-effective solutions
    • Cultivate a patient-prioritized environment
    • Implement change from the top-down and bottom-up

    Take away experienced perspectives to bring change to your healthcare organization.

  • 4:15 PM
    Case Study: Choosing Wisely Canada
    Reduce Unnecessary Care to Improve Clinical Quality and Avoid Harm
    Karen Born, PhD
    Knowledge Translation Lead, Choosing Wisely Canada
    Assistant Professor, Institute of Health Policy, Assistant Professor, Institute of Health Policy

    Up to 30% of medical care Canadians receive is unnecessary. Engage clinicians and patients in conversations about unnecessary procedures to ensure your patients receive quality care. Build a roadmap to:

    • Promote the concept that “more is not always better”
    • Encourage patients to ask questions about their care
    • Implement opportunities to detect unnecessary tests, treatments, and procedures

    Consider opportunities to avoid unnecessary care, reduce harm, and improve quality!

  • 4:45 PM

    Take this opportunity to reflect on what your organization can do to improve patient engagement. What will it start doing? What will it stop? And what can it continue to ensure the best possible care for your patients?

  • 5:00 PM
    Health and Wellness Social

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

September 26, 2017
September 27, 2017
  • 8:00 AM
    Registration and Breakfast
  • 8:30 AM
    Opening Comments from the Chair
    Keith Taylor
    Patient Advisor, Thunder Bay Regional Health Sciences Centre
  • 8:45 AM
    Keynote Address: Humanizing Healthcare
    Transform Healthcare to Drive Improvements in your Patient-centred Care
    Judith John
    Patient Advisor, Patients Canada

    It can be difficult for practitioners and patients to understand each other’s perspectives. Draw on real-life experiences to grow and sustain your patient-centred care. Identify opportunities for:

    • Improving PX through the “small moments”
    • Closing gaps in the healthcare process
    • Building trust between patients and physicians

    Truly connect with your patients to advance your organization’s patient experience.

  • 9:30 AM
    Spotlight: Cliniconex
    Leveraging Outreach to Improve Staff Productivity and Patient Outcomes
    Anthony Mar
    Founder, Cliniconex

    Pre and post appointment communication can play a large role in improving patient engagement, and in turn, their health outcomes. Engage your patients year-round to transform their health experience. Source practical tips to:

    • Personalize care delivery to meet each patient’s individual needs
    • Provide health education to promote better lifestyle choices
    • Close the gaps in your care delivery

    Incorporate outreach into your strategy and provide better care for your patients.

  • 9:45 AM
    Morning Address: NHS England
    Gain Insight from the NHS Five-year Plan to Successfully Implement your PX
    Neil Churchill
    Director for Patient Experience, NHS England

    The NHS Five-year Plan is now half way through: progress has been made but challenges and pressures lie ahead. Learn from others’ experiences to incorporate patient experience into what you do. Map out a plan to:

    • Reduce inequalities in care experiences
    • Find sustainable co-production methodologies
    • Give patients a greater voice in quality

    Transform your implementation strategy to ensure your patient experience is successful.

  • 10:30 AM
    Morning Networking Break

    Interact with conference speakers and fellow attendees.

  • Breakout A:
    Breakout B:
    • 11:00 AM
      Home and Community Care
      Nancy Lefebre
      SVP Chief Clinical Executive, Saint Elizabeth Healthcare
      Candace Chartier
      CEO, Ontario Long Term Care Association

      The demand for home and community care, long-term care, and specialized care for marginalized populations will grow as the population ages. Increase public understanding of the services you offer and overcome the challenges you face. Gain insights on:

      • The changing of profiles of patients
      • Current system changes
      • Patient/resident expectations
      • Knowledge translation of specific programs

      Map out your plan to meet the needs of the future.

  • 12:00 PM
    Networking Lunch

    Join the conference speakers and your peers for a relaxing luncheon.

  • 1:00 PM
    Case Study: Patients First Act
    Identify What New Legislation can do to Support your Patient Experience Strategy
    Nancy Naylor
    Associate Deputy Minister, Delivery and Implementation, Ontario Ministry of Health and Long Term Care
    Julie Drury
    Chair, Minister's Patient and Family Advisory Council, Ontario Ministry of Health and Long-Term Care

    Ontario passed Bill 41 in December 2016, but legislation takes time to create change. Determine where policy is headed to create and sustain your patient experience. Gain practical insights to:

    • Enhance a sense of accountability
    • Create healthcare plans with patients and families
    • Increase focus on cultural sensitivity

    Align yourselves with policy to ensure patients are at the centre of your healthcare plan.

  • 1:30 PM
    Case study: BC Office of the Seniors Advocate’s Residential Care Survey
    Giving Residents a Voice to Drive Improvements in Long Term Residential Care
    Lena Cuthbertson
    Provincial Executive Director, Office of Patient-Centred Measurement & Improvement, BC Ministry of Health/Providence Health Care
    Lillian Parsons
    Project Manager, Patient-Centred Performance Measurement and Improvement, Providence Health Care

    The BC Office of the Seniors Advocate and the BC Patient-Centred Measurement Working Group partnered to conduct a province-wide coordinated survey using a volunteer management model to approach over 27,000 residents living in 292 care homes across the province. Learn how the project collected quantitative and qualitative feedback to understand quality of care from the perspective of residents in all publicly funded care homes in BC. Gain insights to:

    • Adapt measurement methods to accommodate residents with cognitive impairment
    • Engage community and clinical stakeholders to ensure project success
    • Communicate results of resident perceptions of care to promote both local and system level improvement
  • 2:00 PM
    Afternoon Break

    Get together with speakers and fellow delegates to network and discuss the morning’s sessions.

  • 2:30 PM
    Case Study: Holland Bloorview
    Identify and Develop Communication Strategies to Empower Patients from Every Background
    Dr. Mohammad Zubairi
    MD, MEd, FRCPC, Developmental Paediatrician, Holland Bloorview Kids Rehabilitation Hospital, University of Toronto

    Patients from different backgrounds feel unable to connect with providers, while doctors worry about offending those same patients. Break down your cultural barriers so all parties can communicate openly. Gain practical insights to:

    • Go “off-script” with your patients
    • Tune into your patient’s narratives
    • Enrich patient-doctor relationships

    Transform your interactions to communicate with a diverse patient community.

  • 3:00 PM
    Patient Panel
    Engage with Patients to Drive Meaningful Change in your healthcare Organization
    Cathy Bachner
    Patient Partner, Huron Perth Healthcare Alliance
    PJ Mierau
    Managing Director, PatientCritical Co-op
    Shirley Fenton
    Vice President, National Institute of Health Informatics

    Patient partners weigh-in on what they liked and disliked about care they have received or seen. Learn from their real-life experiences to improve your own PFCC programs. Get inspired to:

    • Manage patient incidents better
    • Partner with your patients successfully
    • Apply feedback to achieve better outcomes

    Listen to what patients are saying to take action in your organization!

  • 4:15 PM
    Conference Adjourns
September 27, 2017

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