Agenda

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.

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.

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.

Interact with conference speakers and fellow attendees.

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.

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.

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

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.

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.

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

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.

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.

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.

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