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.

There are thousands of different ways to improve the patient experience with technology, but the most effective are often the least visible. AI can optimize the distribution of physician time schedule, while the digitalization of on-call lists can greatly simplify the internal communication processes of a hospital which are complex because of the use of pagers and faxes. These technological innovations can result in faster access and support for patients even if the patients themselves don't have access to the latest technological gadget.
PetalMD has succeeded in improving healthcare access in several Canadian hospitals thanks to its medico-administrative technologies which positively influence the patient experience without the patient necessarily even being aware of it.

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.

The Acquired Brain Injury Laboratory at Toronto Rehabilitation Institute and the University of Toronto are currently conducting a large-scale project to engage patients in the research phase of the development of a more nuanced understanding of how gender impacts the recovery for men and women. Through the engagement of individuals from varying communities the project is generating educational materials to help improve the quality of care, to resolve any myths or misunderstandings about gender, and further support the notion that we need to be critically engaged with our gendered behaviors. Get new ideas to:

• Engage your patients in the development of research
• Include a gender-conscious approach in the evaluation of patient experience
• Better understand the post-care experience of your patients

Include the patient voice in the build-up of new resources and programs

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 authentically engage physicians in patient and family-centred initiatives, organizations must be able to provide them with adequate support and resources. Simulation-based education is one such resource. In this interactive workshop, learners will build a simulation to take back to their own organization that will illustrate the value of patient-centred care. Upon completion of this workshop, learners will be able to:

1. Promote inter-professional collaboration through the lens of client and family-centred care
2. Foster empathy between patients and staff
3. Use simulation to contribute to a culture shift towards patient-centred care in their organization

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