April 25-27, 2012The Worthington Renaissance HotelFort Worth, Texas

www.theberylinstitute.org

April 25-27, 2012

Fort Worth, Texas

www.theberylinstitute.org

Welcome to Patient Experience Conference 2012As the global community of practice and premier thought leader on improving the patient experience, The Beryl Institute is committed to providing you resources and connections to help on your patient experience journey.

The Patient Experience Conference, our premier annual event, is designed to reinforce the value of learning and collaboration central to our mission at the Institute. During the next three days, we encourage you to network with other leaders, share your strategies and collect new ideas. In the end, this event is for you and our hope is that it offers you new discoveries on taking your organization’s patient experience to a new level.

Look forward to meeting you and enjoy!

Special Thanks to Our Sponsors

Platinum Sponsors

Swank HealthCarewww.swankhealth.com

Gold Sponsors

Avatar International, LLCwww.avatar-intl.com

Leebov Golde Groupwww.quality-patient-experience.com

Skylight Healthcare Systemswww.skylight.com

Talent Pluswww.talentplus.com

TruthPointwww.truth-point.com

Silver Sponsors

Gelb Consulting Groupwww.gelbconsulting.com

JD Powerwww.jdpower.com

Making Hospitals Quietwww.makinghospitalsquiet.com

Tower Strategieswww.towerstrategies.com

Thursday OutingSponsors

BerylHealthwww.BerylHealth.com

Phytelwww3.phytel.com

Vitalswww.vitals.com

Jason A. Wolf, Ph.D. Executive Director | The Beryl Institute

WEDNESDAY, APRIL 25

8:30 AM Pre-Conference Workshops Sensemaking-Engaging Others in the Patient/Family Experience Bur OakThe HCAHPS Imperative for Patient-Centered Care Post Oak

1:00 PM Welcome & Conference Overview Grand Ballroom2:00 PM Keynote: Al Stubblefield Grand Ballroom3:15 PM Networking & Break Grand Ballroom Foyer3:45 PM Breakout Sessions I

Involving Nurse and Physician Leaders in Improving Patient Satisfaction and Experience of Care Pecos 2

Achieving Patient Experience Excellence Through Cultural Transformation Pecos 1

CXO, WOW, & WOM: A Top-Down Approach to Patient Experience Tied To The Bottom Line Brazos 2

What’s Reasonable? Patient and Caregiver Perspectives in Provision of Service Brazos 1

5:00 PM Program closes for the day6:30 PM Dinner & Networking Reception Rio Grande Ballroom

Schedule at a Glance

Grand Staircase

RedOak

Treaty OakBoardRoom

PostOak

BurOak

Grand BallroomFoyer

Grand Ballroom

Pecos II

Pecos I Brazos II

Brazos II

Charter OakBoardRoom

Elevator toParking Garage

Terrace

The Shoppe &Business Services

The Bridge

Downstairs to Hotel LobbyDownstairs to Rio Grande Ballroom

MEZZANINE LAYOUT

THURSDAY, APRIL 26

7:30 AM Breakfast Outdoors on the Terrace*8:30 AM Keynote: Fred Lee Grand Ballroom10:15 AM Networking & Break Grand Ballroom Foyer10:45 AM Breakout Sessions II

Process Improvement Practices and Tips for Sustaining Change Pecos 2Rewiring The Patient Experience in the Emergency Department Pecos 1You Cannot Manage Perceptions in the Same Way You Manage Outcomes

Brazos 2

Using Life Stories to Create the Ultimate Patient Experience Brazos 1Noon Lunch Outdoors on the Terrace*1:00 PM Keynote: Wendy Leebov, Ed.D. Grand Ballroom2:15 PM Networking & Break Grand Ballroom Foyer

2:45 PM Breakout Sessions III

Families in Our ICU? Oh My! The Development of the Family Care Partner Role in a Level One Trauma Center

Pecos 2

Creating and Sustaining a Culture of Service Pecos 1Becoming One With the Patient: Aligning Patient Experience with Brand Promise

Brazos 2

Patient Experience Grant Research Panel Brazos 14:00 PM Networking & Break Grand Ballroom Foyer4:15 PM Keynote: Colleen Sweeney, RN, BS Grand Ballroom5:30 PM Program closes for the day6:15 PM Optional Excursion to Billy Bob’s Texas Meet in Hotel Lobby

Schedule at a Glance

SM

*In the event of inclement weather, outdoor meals will be moved to the Grand Ballroom.

Join us Thursday evening for a fun-filled event at Billy Bob’s Texas, voted eleven times as the #1 country music club in the world and part of the original Forth Worth stockyards. Be greeted by gunfighters, compete with your peers at the Quick Draw challenge, and take your shot at holding on for 8 seconds on the mechanical bull and receive a souvenir photograph. To close the evening, stay for some live Texas country music.

Transportation, dinner and entertainment provided by our outing sponsors:

You’re Invited!

Meet in the lobby of The Worthington Renaissance Hotel. Shuttles will depart at 6:15 PM.Shuttles back to the hotel will leave Billy Bob’s Texas at 9:00 and 10:00 PM.

FRIDAY, APRIL 27

7:30 AM Breakfast Outdoors on the Terrace*8:30 AM Breakout Sessions IV

Engaging Physicians in the Patient/Provider Experience-A Case Study

Pecos 2

Hardwiring Service Excellence Brazos 1Concierge Care: Service with (much) More Than a Smile Pecos 1Discoveries From The Beryl Institute Noise Project Brazos 2

9:45 AM Networking & Break Grand Ballroom Foyer10:15 AM Keynote: Tiffany Christensen Grand Ballroom12:00 PM Conference Closes

Whether it’s educating your staff on the importance of HCAHPS or entertaining your patients and visitors with movies, Swank HealthCare can help improve your hospital’s patient satisfaction levels.

With Swank HealthCare, Clients Report:n Improved Staff Satisfaction

n Decreased Number of Nursing Calls

n Stronger Commitment to High-Quality Care and Patient Safety

n Improved Patient and Visitor Comfort

© 2012 Swank Motion Pictures, Inc. HDC2977 03.12

1-877-227-0325www.swankhealth.com

ADDRESS HCAHPS

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STAY CONNECTEDFollow #TBI2012 and @berylinstitute on Twitter

WEDNESDAY, APRIL 25, 8:30 AM - NOON

THE HCAHPS IMPERATIVE FOR PATIENT-CENTERED CARE

Post OakThrough this practical, hands-on learning event, discover how to make a lasting impact on your organization’s HCAHPS scores to improve the quality of the patient experience from door to home care. By sharing best practices in HCAHPS communications, education and results sharing and providing a framework for matching data performance to evidence-based tools and tactics, the session will help you walk away with an action plan tailored to your organization. Participants also receive access to Baptist Leadership Group’s Rapid HCAHPS Diagnostic tool and a copy of their latest book, The HCAHPS Imperative for Patient-Centered Excellence.

Beverly Begovich, Practice Leader, Baptist Leadership Group

Katie Owens, Practice Leader, Baptist Leadership Group

SENSEMAKING - ENGAGING OTHERS IN THE PATIENT/FAMILY EXPERIENCE

Bur OakThis session shares evidence-based, integrated and effective approaches to help your organization make sense of patient and family-centered care environments that offer excellent patient experience linking to safety, quality, and financial vitality. Participants will identify tools to successfully engage others in this vital work. Barbara Balik is lead author of the 2011 Institute for Healthcare Improvement (IHI) Paper Achieving an Exceptional Patient and Family Experience of Inpatient Hospital Care. The paper identifies the primary and secondary drivers of exceptional patient and family inpatient hospital experience as measured by the HCAHPS survey’s “willingness to recommend” the hospital.

Barbara Balik, Principal, Common Fire Healthcare Consulting, Senior Faculty, Institute of Healthcare Improvement

Nancy Dezellar Walsh, Principal, Dezellar Walsh Consulting

Pre-Conference Workshops

Shedding light onpatient experienceimprovement

www.truth-point.com

Keynote SpeakersAL STUBBLEFIELDCREATING AND SUSTAINING A CULTURE OF PATIENT-CENTERED EXCELLENCE

Al Stubblefield is president and CEO, Baptist Health Care Corporation and the author of The Baptist Health Care Journey to Excellence: Creating a Culture that WOWs! In his current position since 1999, Mr. Stubblefield has been with the system since 1985. Before joining Baptist Hospital, he worked in hospitals in Mississippi and Tennessee. Mr. Stubblefield has

served multiple roles for the American Hospital Association, including being a member of the Board of Directors and Executive Committee, Chairman of the Operations Committee and Chairman of the Regional Policy Board 4. He also serves on the Board and Executive Committee of VHA Southeast, the Hospital Research and Educational Trust, the CEO Advisory Board of the Governance Institute, and the Institute of Healthcare Executives & Suppliers.

FRED LEEGOING FROM GOOD TO GREAT IN PATIENT PERCEPTIONS

Fred Lee has the enviable distinction of having been both a senior vice president of a major medical center and a cast member at Disney University. Using an insider’s experience and a keen eye for cultural comparisons, he authored If Disney Ran Your Hospital: 9 ½ Things You Would Do Differently, which was awarded the 2005 Book of the Year from the American

College of Healthcare Executives. Since then, it has become the all-time best selling book on hospital leadership, and is available in four languages. Mr. Lee started his healthcare career as Director and then Vice President of Marketing and Development at Shawnee Mission Medical center near Kansas City. Then he joined Florida Hospital in Orlando. In the 1990’s he became a trained Baldrige examiner and a consultant in Total Quality Management, instructing hospital facilitators in the Deming PDCA process improvement cycle.

WENDY LEEBOV, ED.D.HOW TO ACHIEVE A WIN-WIN-WIN: THE PATIENT-PHYSICIAN DIALOGUE AND CAHPS

Wendy has been a passionate advocate for the exceptional patient and family experience for more than 30 years. Through Leebov Golde Group, Wendy provides high-impact consulting services, training and tools that enhance the patient and employee experience. Wendy

received her B.A. in Sociology/Anthropology from Oberlin College and her master’s and doctorate from the Harvard Graduate School of Education. A communication fanatic, Wendy has written twelve books for health care and produced the powerful, video-based Language of Caring Skill-Building System for health care. Wendy also issues a free, monthly, tool-packed e-newsletter HeartBeat on the Quality Patient Experience.

COLLEEN SWEENEY, RN, BSTHE PATIENT EMPATHY PROJECT - WHAT PATIENTS FEAR AND WHY HOSPITALS HAVE TO KNOW

Colleen Sweeney is founder of Sweeney Healthcare Enterprises. As a nurse and former Director of Innovation, Ambassador and Customer Services at Memorial Hospital of South Bend, Colleen conducted a three year project titled, The Patient Empathy Project. In her work

she has identified the top 11 patient fears and how addressing those fears can be the key to patient compliance and loyalty. Knowing that 96% of all patients have serious concerns or fears about their hospitalization that need to be addressed can be transformational for both the patient and the culture of an organization. Prepare to be changed.

TIFFANY CHRISTENSEN

BEYOND THE BEDSIDE: A PATIENT PERSPECTIVE ON TRANSFORMING THE HEALTHCARE EXPERIENCE THROUGH PARTNERSHIP

Tiffany Christensen was born with cystic fibrosis and has received two life-saving double lung transplants. Today she is a national public speaker, the author of Sick Girl Speaks and We are the Change: Transforming the Healthcare Experience through Partnership. Tiffany is the Senior

Co-Chair of Duke Healthcare’s Patient Advocacy Council, a Respecting Choices Instructor/ Facilitator, and the first patient to ever be certified as a TeamSTEPPS Master Trainer. Tiffany travels throughout the United States teaching healthcare students, healthcare professionals, and community members about patient safety, advocacy, and end of life. Tiffany uses her conservatory theater training as a foundation for her fresh, interactive and dynamic approach to her presentations on the patient perspective.

3:45 - 5:00 PM - BREAKOUT SESSIONS I

INVOLVING NURSE AND PHYSICIAN LEADERS IN IMPROVING PATIENT SATISFACTION AND EXPERIENCE OF CARE

Pecos 2

PThis session describes the strategies and tools that a pediatric hospital in an academic medical center is using to engage unit level

nursing and medical leadership in the ownership of patient satisfaction data, and shares the realities of the patient and family experience in their unit environment. Successes, obstacles, and lessons learned will be covered around getting interdisciplinary groups started, engaging nurses, physicians, residents and interdisciplinary colleagues, designing and using scorecards, aligning key pediatric patient satisfaction questions and measures with current HCAHPS prescriptive, and benchmarking across the hospital, medical center and health system.

Mary Ann Dragon, Director, Patient & Family Services, University Hospitals/ Rainbow Babies & Children’s Hospital Sumana Narasimhan, MD, Assistant Professor & Medical Director, Rainbow Babies & Children’s HospitalTheresa Kearns-Fischer, RN, MBA, Clinical Nurse Manager, Rainbow Babies & Children’s Hospital

ACHIEVING PATIENT EXPERIENCE EXCELLENCE THROUGH CULTURAL TRANSFORMATION

Pecos 1

CThis session focuses on key aspects of culture change and what leaders need to do (and to avoid) in order to create the cultures they

desire. Memorial Hermann Health System (MHHS) offers a wide array of therapies and treatment options for cancer patients, but found itself in the proverbial deep shadow of world renowned M.D. Anderson. While many patients used MHHS’s cancer diagnostic services, they did not remain with MHHS for treatment. MHHS needed to improve its patient experience by differentiating its cancer treatment services for breast, prostate, lung and colon cancer, increase the ratio of insured cancer patients, and position its services as number one for the treatment of routine cancers. MHHS, with Beyond Philosophy, conducted research and important insights were translated into an actionable and sustainable patient-centered initiative that significantly improved patient satisfaction scores.

Rhonda Dishong, Director of Customer Experience Design, Memorial Hermann Healthcare SystemQaalfa Dibeehi, Chief Operating and Consulting Officer, Beyond Philosophy

CXO, WOW, & WOM: A TOP-DOWN APPROACH TO PATIENT EXPERIENCE TIED TO THE BOTTOM LINE

Brazos 2

MIn its simplest form, word of mouth is nothing more than offering incredible experiences (the WOW) that people talk about. This session

makes the association between word of mouth and patient experiences. Research showing the tie between top-performing hospitals and employees who are engaged in the mission will be shared along with a transformational approach to patient experience management that helps hospitals reconnect their employees to the mission, vision, passion and personal reasons why they entered healthcare. How to tell your story and then spread it through five strategies that mainstream companies like Starbucks use to identify and deploy customer ambassadors/ crusaders will be shared.Anthony Cirillo, President, Fast Forward ConsultingTom Voccola, President, CEO2

WHAT’S REASONABLE? PATIENT AND CAREGIVER PERSPECTIVES IN PROVISION OF SERVICE

Brazos 1

RThis session uses a real-time ballot app to compare session participant’s responses to those gathered in a national online survey of

consumers who have been patients and/or caregivers in the last 2 years to learn “what’s reasonable” from their perspective in the provision of services. For example, what’s reasonable in responding to a call light, in getting lab tests, or in having staff ask patients about their fears? Results will be immediately posted and the session will explore where and why expectations align, where they don’t, and what to do about the gaps.

Dan Prince, President, Catalyst Healthcare Research

Wednesday Breakout Sessions

PATIENT EXPERIENCE PRACTICES

CULTURE AND CHANGE

MARKETING STRATEGIES

RESEARCH AND MEASUREMENT

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10:45 AM - 12:00 PM - BREAKOUT SESSIONS II

PROCESS IMPROVEMENT PRACTICES AND TIPS FOR SUSTAINING CHANGE

Pecos 2

PThis session explores how Henry Ford West Bloomfield has successfully created an environment with an optimal inpatient stay

through the use of extensive encouragement and training of staff to provide a first-of-a kind patient experience. Through the use of tools such as patient interaction solutions, which provides a regular stream of communication between the patient and caregiver, the team is focused on the specific objectives that need to be met to provide an exceptional patient experience. These objectives include measure of service, acceleration of patient problems and achievable resolution, and realistic and timely outcomes to establish the highest standard of patient engagement. Exceptional patient care begins with specific attention to the facility culture and is encouraged by supervisor-level staff. Learn about specific tactics, tools and processes that help reinforce this approach.Mary Vidaurri, Chief Operating Officer, Henry Ford West Bloomfield

REWIRING THE PATIENT EXPERIENCE IN THE EMERGENCY DEPARTMENT

Pecos 1

CThe Emergency Department (ED) is often the front door to the hospital and the patient’s experience and perception of the entire

hospital stay starts there. With the clear correlation between ED experience and HCAHPS inpatient results, Exempla Lutheran Medical Center developed an intervention and coaching-to-sustainability model designed to improve patient satisfaction. This presentation describes the interventional model and the dramatic improvement from a raw score of 20 (December 2010) equaling the 1st percentile to 81.82 (June 2011) equaling the 97th percentile on the overall rating of the facility ED questions as reported by NRC Picker. Ann Evans, Vice President - Chief Nursing Officer, Exempla Lutheran Medical CenterScott Day, Vice President - Human Resources, Exempla Lutheran Medical Center

YOU CANNOT MANAGE PERCEPTIONS IN THE SAME WAY YOU MANAGE OUTCOMES

Brazos 2

MAs a follow-up to Fred Lee’s keynote session, Going From Good to Great in Patient Perceptions, this session helps participants

contrast and explain why outcomes are left-brain, and perceptions are right-brain, and how it takes a different skill set to be great at managing and coaching each. It will also explore the question ‘Can Compassion be taught?’ Fred Lee, Author, If Disney Ran Your Hospital

USING LIFE STORIES TO CREATE THE ULTIMATE PATIENT EXPERIENCE

Brazos 1

RParticipants will learn how to use detailed stories of a patient’s life to deliver patient-centered care to the heart and soul of the

PATIENT, not the room number, diagnosis or revenue source. This presentation will describe the mechanism for interviewing patients and their families for their life stories, writing the story and then using it to make connections on a new level. Participants will hear touching stories of the presenters experience over the last 10 years of using these stories in direct patient care situations. Sheila Brune, Director of Service Excellence CGH Medical Center 2:45 - 4:00 PM - BREAKOUT SESSIONS III

FAMILIES IN OUR ICU?, OH MY! THE DEVELOPMENT OF THE FAMILY CARE PARTNER ROLE IN A LEVEL ONE TRAUMA CENTER

Pecos 2

PThe session chronicles Memorial Health University Medical Center’s journey to implement family presence and the patient

and family model of care delivery in a closed ICU setting. Although some work had begun in the ICUs regarding attitudes toward family presence; it wasn’t until the tragic death of a young woman and the involvement of her mother as an advocate for families at the bedside that the program really took off. Through the mother’s efforts, over $250,000 was raised through philanthropy to renovate space for family respite rooms. Policies and procedures were revised and extensive educational modules implemented to improve the communication and comfort with family presence. The session will share valuable lessons for others attempting to implement family presence.Sherry Smith, Patient and Family Centered Care, Memorial Health University Medical Center

Thursday Breakout Sessions

CREATING AND SUSTAINING A CULTURE OF SERVICE

Pecos 1

CCulture propels any organization towards, or prevents achievement of its mission and vision. Creating a Culture of Service for

patients, staff and physician partners is a tall order, and sustaining that successful culture is equally challenging. This session explores the seven components necessary for a culture of service. National survey results of leadership teams will be shared (the triumphs and challenges) as well as practices and pitfalls inherent in each area: Pressure for Change (and what Value-Based Purchasing adds to the pressure), Clear Vision/Good Plan, Clear Expectations and Accountability, Skills and Attitudes, Measurement and Feedback, Recognition and Incentives, and Minimal Barriers. The session serves as a “mini-assessment” and recalibration of your plan to deliver and sustain a culture of service.

Lynn Ehrmantraut, Senior Vice President - Research and Quality, Avatar International LLCJulie O’Shaughnessey, Executive Consultant, Avatar International LLC

BECOMING ONE WITH THE PATIENT: ALIGNING PATIENT EXPERIENCE WITH BRAND PROMISE

Brazos 2

MThis case study takes participants through Fletcher Allen Health Care’s employee brand engagement program. Presenters will share

their experiences in partnering to build an internal brand program, and will provide an overview of what employee brand engagement is, including goals, benefits and the path to brand ownership. Topics covered include successful research methodologies and outcomes, the steps needed to align employee behavior with the brand experience, improving the patient experience and overall satisfaction; enhancing employee productivity, satisfaction and retention, and improving business results. Video and photography highlights will be shared, along with training examples and results to date.

Teresa Murphy, Vice President, Marketing & Communications, Fletcher Allen Health CareLaurie Gunn, Vice President, Human Resources, Fletcher Allen Health Care

PATIENT EXPERIENCE GRANT RESEARCH PANEL

Brazos 1

RParticipants in The Beryl Institute Patient Experience Grant Program will share their research studies and results. Panel to include:

Standardizing the Approach to Communication and Patient Family Care in Adult ICU Morristown Memorial Hospital

Restructuring New Hire Orientation Processes Impact Employee Engagement and Patient Experience: One Health Care System Roper Saint Francis Foundation

Caring for Patients at End of Life “One Size” Doesn’t Fit All Salem Hospital Foundation

*CNE credits not available for this session.

Thursday Continued

8:30 - 9:45 AM - BREAKOUT SESSIONS IV

ENGAGING PHYSICIANS IN THE PATIENT/ PROVIDER EXPERIENCE - A CASE STUDY

Pecos 2

PImproving the patient experience is everyone else’s problem! That was the loud theme voiced by three emergency physician groups

providing service at a large healthcare system. Providers cited long wait times, process inefficiencies, and poor staff attitudes for driving poor satisfaction scores. They also believed that they had no ability or ownership in leading a patient experience initiative. This case study focuses on how improving the provider experience led to enlightened attitudes, intrinsic behavior changes, and realizations that the providers could positively influence an encounter with the patient and the staff and improve patient experience scores.

Daniel D. Arguello, Emergency Medicine Physician, Banner Health

Diane Rogers, Healthcare Organizational Change Consultant, Contagious Change LLC

HARDWIRING SERVICE EXCELLENCE

Brazos 1

CThis session discusses how University of California, Irvine is shifting staff expectations and their patient experience through

interactive training delivered to cross-sections of leadership, including senior leaders, physicians, practice managers and administrative managers. By making the needed service culture changes a collaborative goal across leadership, the impact can be realized immediately at the front line. Learn about the tools UC Irvine is using to empower staff, drive consistency and improve the overall patient experience.

Hayley McCraney, Director, Patient & Guest Relations, UC Irvine Healthcare

CONCIERGE CARE: SERVICE WITH (MUCH) MORE THAN A SMILE

Pecos 1

MWe live in a “Have it Your Way” culture. Consumers expect to have it “their way” whenever they interact with a business or

service--except when they come to a hospital. At a hospital patients expect to have great clinical care but they also expect to have very little control over their personal needs. Yet, when you look at all of the patient satisfaction surveys, personal need is ranked high in importance. This presentation provides practical information and tools for researching, creating and implementing a program. It also outlines how the development of concierge services at your hospital can empower patients, guests, family members and nursing so you are able to provide (and measure) the best health care experience.

Tria Deibert, Director of Marketing, Meridian Health

DISCOVERIES FROM THE BERYL INSTITUTE NOISE PROJECT

Brazos 2

RNoise surfaced as the top priority for hospitals in addressing the patient experience in The Beryl Institute’s 2011 benchmarking study so

the Institute gathered information on how hospitals around the world are addressing it. This session shares those findings, including best practices and obstacles identified.

Gary Madaras, Ph.D., Program Director, Making Hospitals Quiet

Nan Apps, Director, Service Excellence, Basset Medical Center

Friday Breakout Sessions

Unique FeaturesManagersleadtheirteams—theprovenpathtoaccountability

Oneskillatatime;9easy-to-run,video-basedemployeeworkshops;under30minuteseach

Built-infollow-upand‘heart-wiring’

On-lineforany-time,any-placeaccess

Lifetimelicense

Optionalimplementationsupport

...with Wendy Leebov’s Language of Caring Strategy

Your HCAHPS ScoresBOOST

Earn Respect, Loyalty and Max. Reimbursement!!

“With The Language of Caring, we’ve seen double-digit

improvements—in the E.D., in Telemetry, in Med-Surg,

in Outpatient Surgery and other areas that have been

my particular concern. We are all thrilled!”

Audrey Jadczak

Former VP & Chief Nursing Officer

St. Mary Medical Center, Langhorne, PA

Preview videos and a toolkit at:http://www.quality-patient-experience.com/healthcare-training-videos.html

For Details and Pricing, Contact:JillGolde,SeniorVice President, Client ExperiencePhone:314-571-9607jgolde@quality-patient-experience.comwww.quality-patient-experience.com

www.theberylinstitute.org

Improving the Patient Experience