Program
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7:15 AMRegistration and Continental Breakfast
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8:00 AMOpening Comments from the ChairKeith TaylorPatient Advisor, Thunder Bay Regional Health Sciences Centre
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8:15 AMKeynote Address: Embrace ChangeFace Challenges Head-on to Pave the way for Patient-centred CareMike NaderExecutive 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.
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9:15 AMCase Study: Health Standards Organization and Accreditation CanadaPeople Powered HealthTM: Working Together to Drive Quality ImprovementsMireille BrosseauProgram Manager, Patient Partnerships, Health Standards Organization (HSO & Accreditation Canada)Claudia HoulePatient 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.
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10:00 AMIndustry Expert: Patient-Centric SystemsDigitize 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.
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10:30 AMMorning Break
Connect with conference speakers and fellow attendees. Secure important new contacts and talk about developments in patient-centred care.
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11:00 AMCase study: Canadian Partnership Against CancerAn Updated Look Into the State of Patient Experience in CanadaCraig EarleVice-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.
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11:45 AMCase Study: Shifting the Balance of PowerShifting the Balance of Power Session Details TBACheryl WoodmanChief Quality & Strategy Officer, Women College Hospital
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12:30 PMNetworking Lunch
Join the conference speakers and your peers for a relaxing luncheon.
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1:30 PMCase study: CIHICIHI Session Details TBAGregory WebsterDirector of Acute and Ambulatory Care Information Services, CIHI
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2:15 PMCase Study: Children’s Hospital of Eastern OntarioEnhancing Health Equity to Newcomers Though the Implementation of a ‘Navigator’ RoleChristine KouriPatient Experience Manager, Children’s Hospital of Eastern OntarioSeulana TahaPatient Navigator, Children’s Hospital of Eastern OntarioBousy Al IbrahimPatient 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.
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3:00 PMAfternoon Break
Network with conference speakers and fellow attendees.
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3:30 PMAfternoon Address: A Year in ReviewGet Actively Involved in our Healthcare System to Revolutionize Patient-Centred CareJulie DruryChair, 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.
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4:15 PMCase Study: Universal PharmacareJoin the Conversation on Pharmcare to Prepare for the Future of Canadian HealthcareJoel Lexchin, MDProfessor Emeritus, School of Health Policy and Management, Faculty of Health, York UniversityEmergency 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.
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5:00 PMHealth 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!
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7:15 AMRegistration and Breakfast
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8:00 AMOpening Comments from the ChairKeith TaylorPatient Advisor, Thunder Bay Regional Health Sciences Centre
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8:15 AMKeynote AddressCarol SantaluciaDirector of Service Excellence and Culture, Cleveland Clinic
Details comings soon...
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9:00 AMIndustry Expert: Wait-timesProvide 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.
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9:30 AMCase Study: Regional PX Call CentreCollect Patient Data to Identify Areas of Improvement and Drive Patient ExperienceMary Jane McNallyChief Patient Experience Officer, William Osler Health Systems
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.
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10:15 AMMorning Break
Interact with conference speakers and fellow attendees.
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10:45 AMCase Study: Ontario Shores Centre for Mental Health SciencesTake a Non-traditional Approach to Co-design to Improve Your Patient EngagementAndrea MarshallDirector, Communications and Public Affairs, Ontario Shores Centre for Mental Health SciencesDarryl MathersCommunications 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.
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11:30 AMCase study: CAMH PhotoVoice ExhibitsApply Participatory Storytelling to Tackle Mental Health Stigmas in Your CommunitySean PatenaudePatient Experience Officer, Centre for Addiction and Mental HealthNicole BartlettOccupational 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.
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12:15 PMNetworking Lunch
Join the conference speakers and your peers for a relaxing luncheon.
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1:15 PMInteractive Session: World CaféConnect 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.
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1:45 PMIndustry Expert: AccessibilityIncrease 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.
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2:15 PMAfternoon Break
Get together with speakers and fellow delegates to network and discuss the afternoon’s sessions.
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2:45 PMPanel: The Digital Patient ExperienceNavigate New Technologies to Embrace the Future of Patient-centred CareShirley FentonVice President, National Institute of Health InformaticsJoe GormanDirector of Ethics and Community Relations, Humber River Hospital
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.
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3:30 PMAfternoon Address: Customer ExperienceTake a Customer Experience Approach to Drive Improvements in Patient-Centred Care
It will take time for the healthcare system to catch up with patient-centred care. Overcome the status quo by benchmarking your patient experience to the customer service industry. Source practical tips to:
- Identify the role of consumerism and expectations
- Tackle the challenges of measurement
- Determine where to focus your efforts and strategy
Take a holistic approach to drive improvements in patient experience.
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4:15 PMConference Adjourns
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9:00 AM - 12:00 PMWorkshop A: Change Management for PhysiciansChange Management for Physicians
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:
- Promote inter-professional collaboration
- Foster empathy between patients and staff
- Overcome resistance to change
Get your physicians behind you to achieve patient-centred care in your organization.
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1:00 PM - 4:00 PMWorkshop B: Caring SafelyDevelop a Culture of Safety to Reduce Preventable HarmBrenda Perkins-MeingastDirector 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:
- Develop a strategy to change staff and physician behaviour towards a culture of safety
- Develop a strategy to build accountability for leaders to reinforce and support a culture of safety
