Enhance your Patient Experience Strategies and improve healthcare outcomes now.
September 24, 2018
  • 7:15 AM
    Registration and Continental Breakfast
  • 8:00 AM
    Opening Comments from the Chair
    Keith Taylor
    Patient Advisor, Thunder Bay Regional Health Sciences Centre
  • 8:15 AM
    Keynote Address: Embrace Change
    Face Challenges Head-on to Pave the way for Patient-centred Care
    Mike Nader
    Executive Vice President and Chief Operating Officer, University Health Network

    It may be difficult to see how your endeavours will make a lasting impact on the healthcare system. Bring enduring change to your organization to sustain the Patient Experience movement. Get insights to:

    • Maintain empathy in the digital age
    • Balance individualism with standardization
    • Maintaining an effective PFAC on a tight budget

    Make a lasting impact by ingraining patient-centred care into everything you do.

  • 9:15 AM
    Case Study: Health Standards Organization and Accreditation Canada
    People Powered HealthTM: Working Together to Drive Quality Improvements
    Mireille Brosseau
    Program Manager, Patient Partnerships, Health Standards Organization (HSO & Accreditation Canada)
    Claudia Houle
    Patient Expert, Health Standard Organization (HSO) & Accreditation Canada

    The Patient Partnership Office was established as part of HSO’s core strategic initiatives to ensure people with lived experiences of health and social services partnered with other experts to develop health standards and conduct quality assessments.  Embedding partnerships with patients leads to deeper insights and better results. Hear and contribute to new ideas about:

    • Patient involvement in standards development
    • Patient roles and contributions to quality assessments
    • Activating people-centred care to enhance quality and safety

    Use accreditation as a chance to organize quality care around the comprehensive needs of people.

  • 10:00 AM
    Industry Expert: Patient-Centric Systems
    Digitize your First Point of Contact to Improve Patient Experience and Reduce Costs

    Patients today do most things using technology, why not their medical appointments? Reduce costs, wait times, and error rates by implementing a simple digital system. Take away specific solutions to:

    • Boost your patient satisfaction
    • Increase operational savings
    • Improve ease of use and customization

    Bring your organization into the 21st century and make your patients’ lives simpler with a client-centric system.

  • 10:30 AM
    Morning Break

    Connect with conference speakers and fellow attendees. Secure important new contacts and talk about developments in patient-centred care.

  • 11:00 AM
    Case study: Canadian Partnership Against Cancer
    An Updated Look Into the State of Patient Experience in Canada
    Craig Earle
    Vice-President, Cancer Control, Canadian Partnership Against Cancer

    The Partnership released a report that reflects the experiences of over 30,000 patients living with and beyond cancer. Heighten your understanding of ways we can improve the patient experience to address gaps in care. Learn more about:

    • The physical and emotional side-effects of cancer and unmet needs of patients and families, from realizing something is wrong to finding a “new normal” after treatment
    • What can be done to improve patient transitions after cancer treatment, based on the best evidence and insights from pan-Canadian experts

    Explore ways you can help ensure patient-centred care is the new normal.

  • 11:45 AM
    Case Study: Women’s College Hospital
    Shifting the Balance of Power to Your Patients to Transform the Healthcare System
    Cheryl Woodman
    Chief Quality & Strategy Officer, Women College Hospital

    In partnership with over 1,000 patients across the system, Women’s College Hospital set forth to design Canada’s first “hospital designed to keep people out of hospital” and revolutionize patient-centred care delivery. Get new ideas to:

    • Initiate a shift in the balance of power to patients
    • Engage the specific populations you serve
    • Disrupt traditional approaches and forge new paths to revolutionize patient-centred healthcare and transform systems

    Adopt patient-centred care to deliver new solutions for the most pressing issues facing your organization.

  • 12:30 PM
    Networking Lunch

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

  • 1:30 PM
    Case study: CIHI
    Advancing PREMs and PROMs Across Canada
    Gregory Webster
    Director of Acute and Ambulatory Care Information Services, CIHI

    The Canadian Institute for Health Information (CIHI) provides essential information on Canada’s health systems and the health of Canadians. Learn about opportunities for your organization to benefit from using CIHI’s standardized PREMs and PROMs and participating in our Canada-wide comparable reporting. Get information on:

    • The value of taking a common approach to PREMs and PROMs across Canada
    • Progress on acute care PREMs collection and reporting across Canada
    • Connecting PREMs with PROMs to advance Value-Based Care
  • 2:15 PM
    Case Study: Children’s Hospital of Eastern Ontario
    Enhancing Health Equity to Newcomers Though the Implementation of a ‘Navigator’ Role
    Christine Kouri
    Patient Experience Manager, Children’s Hospital of Eastern Ontario
    Seulana Taha
    Patient Navigator, Children’s Hospital of Eastern Ontario
    Bousy Al Ibrahim
    Patient Advisor, Children’s Hospital of Eastern Ontario

    In 2016, CHEO provided pediatric acute care and rehabilitation to over 1,200 Syrian Refugees. Hear how CHEO developed a role to enhance health equity for this vulnerable population. Get new ideas to:

    • Identify and overcome barriers to health equity
    • Develop metrics to measure health equity
    • Evaluate whether a navigator role is the right fit for your agency to overcome barriers to health equity
    • How patient engagement can work within the work of health equity from a newcomer family advisor

    Tend to the needs of new Canadian patients from the start to set them up for a lifetime of health.

  • 3:00 PM
    Afternoon Break

    Network with conference speakers and fellow attendees.

  • 3:30 PM
    Afternoon Address: A Year in Review
    Get Actively Involved in our Healthcare System to Revolutionize Patient-Centred Care
    Julie Drury
    Chair, Minister's Patient and Family Advisory Council, Ontario Ministry of Health and Long-Term Care

    It has been a full year since Julie Drury became the Chair of the Ontario Minister’s Patient and Family Advisory Council. Recognize the steps the Ontario ministry is taking to improve your patient experience. Get fresh new ideas to:

    • Stay informed on health care plans in Ontario
    • Give your patients a voice in decisions that impact their care and experiences
    • Coordinate with all ministry patient engagement efforts

    Participate in provincial programs and policies to drive meaningful change.

  • 4:15 PM
    Case Study: Universal Pharmacare
    Join the Conversation on Pharmcare to Prepare for the Future of Canadian Healthcare
    Joel Lexchin, MD
    Professor Emeritus, School of Health Policy and Management, Faculty of Health, York University
    Emergency Physician, University Health Network

    Canada is the only country with universal health care that does not include prescription drug coverage. Debunk myths about pharmacare to realize how universal coverage can impact patient experience. Gain insights on:

    • Benefits of universal access to necessary medications
    • Ensuring the distribution of prescription medications is fair
    • Promoting safe and appropriate prescribing

    Discover what universal drug coverage could mean for Canadian healthcare.

  • 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 24, 2018
September 25, 2018
  • 7:15 AM
    Registration and Breakfast
  • 8:00 AM
    Opening Comments from the Chair
    Keith Taylor
    Patient Advisor, Thunder Bay Regional Health Sciences Centre
  • 8:15 AM
    Keynote Address: Defining Patient Experience
    Carol Santalucia
    Director of Service Excellence and Culture, Cleveland Clinic

    Recognize the Value of Patient Experience to Transform Your Care
    Without HCAHPS0 scores, Canadians have different incentives to embrace patient-centred care. Determine the key drivers of a successful Patient Experience strategy to drive meaningful change in your organization. Get new ideas to:

    • Understand the importance of culture in creating and sustaining compassionate communication
    • Develop leadership behaviour that embraces both strength and empathy
    • Recognize individual empowerment in fostering a caring environment

    Transform the way you deliver care to empower your patients.

  • 9:00 AM
    Industry Expert: Wait-times
    Provide your Patients with the Tools to Manage Wait-times to Reduce ER Visits

    The greatest complaint among Canadian patients is not receiving timely access to care. Empower your patients by providing them with the tools to manage their wait-times. Source solutions to:

    • Give your patients options
    • Help patients plan their day around doctor’s appointments
    • Allow patients to choose a male or female doctor

    Use technology to help patients manage wait-times and decrease ER visits.

  • 9:30 AM
    Case Study: Regional PX Call Centre
    Collect Patient Data to Identify Areas of Improvement and Drive Patient Experience
    Mary Jane McNally
    Chief Patient Experience Officer, William Osler Health System

    WOHS contacts all of their patients 48 hours after discharge for feedback on the care they received. Develop strategies to collect patient feedback to drive the quality of your care. Get insights to:

    • Use data to care for your patients with greater clarity, immediacy, and depth
    • Shift away from patient satisfaction surveys towards patient experience and activation measurement
    • Incorporate your patient voices into your decision-making processes

    Measure your patients' experiences to provide a patient-led healthcare service.

  • 10:15 AM
    Morning Break

    Interact with conference speakers and fellow attendees.

  • 10:45 AM
    Case Study: Ontario Shores Centre for Mental Health Sciences
    Take a Non-traditional Approach to Co-design to Improve Your Patient Engagement
    Andrea Marshall
    Director, Communications and Public Affairs, Ontario Shores Centre for Mental Health Sciences
    Darryl Mathers
    Communications Officer, Ontario Shores Centre for Mental Health Sciences

    Ontario Shores developed a non-traditional co-design project to partner patients in the writing of their Annual Report. Create an engagement model that will involve patients in non-clinical projects to better meet their needs. Get ideas to:

    • Get creative with the ways you can engage patients
    • Develop an engagement model for your out-of-the-box co-design projects
    • Discover the research behind the impact of patient participation in writing the Annual Report

    Use co-design as a tool to aid in the recovery of your patients in mental health care.

  • 11:30 AM
    Case study: CAMH PhotoVoice Exhibits
    Apply Participatory Storytelling to Tackle Mental Health Stigmas in Your Community
    Sean Patenaude
    Patient Experience Officer, Centre for Addiction and Mental Health
    Nicole Bartlett
    Occupational Tharapist, Addiction Medicine Service, Centre for Addiction and Mental Health

    Patients who suffer from a mental illness sometimes struggle to communicate their experiences. Use PhotoVoice as a tool to listen to your patients’ stories and combat mental health stigmas. Build a toolkit to:

    • Help your patients build confidence and enable self-representation
    • Create tools for advocacy and communication
    • Promote awareness within the wider community

    Empower your patients to share their  experiences through participatory storytelling.

  • 12:15 PM
    Networking Lunch

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

  • 1:15 PM
    Interactive Session: World Café
    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.

  • 1:45 PM
    Industry Expert: Accessibility
    Increase Accessibility to Services and Information to Empower your Patients

    One in five Canadians report waiting over seven days to see a doctor. Reduce patient wait-times and increase accessibility to health services and information. Gain insights to:

    • Fast-track your patient’s access to test results
    • Inform your patients on their health information
    • Prepare your patients for their doctor’s appointments

    Give your patients direct access to their health information to improve accessibility.

  • 2:15 PM
    Afternoon Break

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

  • 2:45 PM
    Panel: The Digital Patient Experience
    Navigate New Technologies to Embrace the Future of Patient-centred Care
    Shirley Fenton
    Vice President, National Institute of Health Informatics
    Joe Gorman
    Director of Ethics and Community Relations, Humber River Hospital
    Selina Brudnicki
    Program Lead, Digital Patient Experience, University Health Network

    Technological innovation is rapidly changing the way patients and healthcare providers communicate with one another. Discover the role technology can play to increase your patient engagement. Get new ideas to:

    • Use tools to improve healthcare management and health literacy
    • Reconcile the challenges of information-sharing and privacy
    • Preserve the human element of healthcare while using new technologies

    Embrace technology to improve your communication and ensure quality care.

  • 3:30 PM
    Afternoon Address: The Road Ahead
    Revitalize Your Patient Experience Strategy to Drive Change in Healthcare
    Alan Dubovsky
    Chief Patient Experience Officer, Cedars-Sinai Medical Centre

    Cedars-Sinai completely overhauled their Patient Experience program and spent the last eighteen months developing a new approach to patient-centred care. Learn from their experiences to enhance your approach to delivering the best possible patient experience. Get new ideas to:

    • Make a case for change
    • Create guiding principles
    • Re-envision how your organization delivers care

    Discover best practices to implement or perfect your patient experience program.

  • 4:15 PM
    Conference Adjourns
September 25, 2018
September 26, 2018
  • 9:00 AM - 12:00 PM
    Workshop A: Change Management for Physicians
    Change Management for Physicians
    Kathryn Parker
    Senior Director, Academic Affairs and Co-Lead, Centre for Leadership in Innovation, Holland Bloorview Kids Rehabilitation Hospital
    Amir Karmali
    Manager, Client and Family-Centred Care and Partnerships, Holland Bloorview Kids Rehabilitation Hospital

    To get physicians on board with PX initiatives, organizations must be able to provide them with adequate support and resources. Develop a strategy to educate and engage your physicians on the value of patient-centred care. Create a plan to:

    1. Promote inter-professional collaboration
    2. Foster empathy between patients and staff
    3. Overcome resistance to change

    Get your physicians behind you to achieve patient-centred care in your organization.

  • 1:00 PM - 4:00 PM
    Workshop B: Caring Safely
    Develop a Culture of Safety to Reduce Preventable Harm
    Brenda Perkins-Meingast
    Director of Practiced Based Education, University Health Network

    By implement Caring Safely, UHN’s goal is to reduce preventable harm to ZERO for patients and staff.  Establishing high reliability leadership methods,  setting safety behaviour expectations and utilizing error prevention tools, UHN aims to reduce preventable harm up to 80% within two years. Develop and implement similar projects in your organization to drive staff engagement and prevent harm and errors. Get new ideas to:

    1. Develop a strategy to change staff and physician behaviour towards a culture of safety
    2. Develop a strategy to build accountability for leaders to reinforce and support a culture of safety
September 26, 2018

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