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ForwardThe 5th Annual Patient Experience Conference: Raising Up the Patient Voice
Date & Location:
Wednesday, October 30, 2019 The Log Cabin Banquet & Meeting House, Holyoke, MA.
Cost for Baystate employees is $110.
Non-Baystate Employees: register by October 18 and save $10. Just use coupon code PX120 at checkout.
Goal:
The goal of this educational activity is to support efficient, effective, compassionate, patient-centered care that benefits the individual patients and the communities we serve.
Why Attend?
Healthcare organizations and individuals face many challenges when seeking to attain and sustain outstanding/exceptional patient experience and workplace satisfaction. By attending this year's conference you will learn strategies and practices that foster person-centered excellence, promote positive relationships, and rejuvenate your passion for working in healthcare.
Provided by:
Baystate Health Office of Patient Experience & Baystate Continuing Interprofessional Education.
Patient Experience Continuing Education Credits (PXEs) have been applied for.
Target Audience
This course is designed for healthcare providers in all disciplines and specialties, patient and family advisory council (PFAC) members and administrators.
Learning Objectives
- Identify visual thinking strategies that can support observation skills.
- Apply visual thinking strategies that can enhance one's ability to take in multiple perspectives.
- Discuss the importance of raising the patient and family voice in the process of diagnosis and care.
- Discuss possible strategies to better raise the patient and family voice in diagnosis and care.
- Ap0ply strategies to raise up the patient and family voice.
- Discuss the composition and purpose of a Patient-Family Advisory Council (PFAC).
- Share the background and experience of participants.
- Discuss ways in which hospital leaders can partner most effectively with PFAC members.
- Define various modalities through which patients are currently contributing narrative documents and stories about their experience with health care clinicians and organizations.
- Describe how various narrative sources, including commercial websites, experience surveys, and online content can be used by physicians and hospitals to improve patient experience.
- Discuss challenges of using narrative data for purposes of improving patient experience and methods for potentially overcoming some of these challenges.
- Sketch out the perspective of a seriously chronically ill patient over time.
- Identify key findings from the Beryl Institute Consumer Study.
- Articulate progression of practice and philosophy within the Field of Experience.
- Define and identify barriers to "practicing experience."
- Discuss and practice a "strengths-based" approach to healthcare interactions.
- Examine a new framework for "experience" that can improve joy in work.
Program Schedule
| 7:45 | Registration, Exhibits and Breakfast |
|---|---|
| 8:15 | Welcome Denise Schoen, RN, MS, CPXP |
8:20 | Introduction |
8:30 | Taking in Multiple Perspectives: A Visual Thinking Skills Workshop |
| 9:30 | Coffee Break and Graphic Medicine Exhibit |
9:45 | Taking in Multiple Perspectives: The Impact on Care |
10:45 | Patient-Family Advisory Council: Raising Their Voices through Partnership |
| 11:30 | How Can We Use Patient Comments to Inform Experience Efforts? Tara Lagu, MD |
| 12:15 | Lunch & Graphic Medicine Exhibit |
| 1:00 | To Care is Human: What's Love Got to Do with it? Tiffany Christensen, CPXP |
| 2:00 | Workshop: To Care is Human: What's Love Got to Do with it? Tiffany Christensen, CPXP |
| 3:15 | Closing Remarks Denise Schoen, RN, MS< CPXP |
| 3:15 | Adjourn |
There is free surface parking. Park in the upper half of the parking lot which is nearest the Education Center entrance. Enter through the glass foyer at the end of the building.
Meeting Room temperatures will fluctuate.
Keynote Speaker
Tiffany Christensen, CPXP*
Tiffany approaches her work from the perspective of a life-long patient and Experience Professional. She has authored three books exploring advocacy, end of life planning and partnership strategies in healthcare. Tiffany has served as a Patient Advocate at Duke Hospital, Coordinator for Duke Medicine's Patient Advisory Expansion Program and a Patient Engagement Specialist at the NC Hospital Association. Today Tiffany is Vice President of Experience Innovation at the Beryl Institute dedicated to building bridges in healthcare by reinforcing the need to understand the "Lived Human Experience."
Kathryn Banerji, MBA*
Advisor
Press Ganey
Harry Hoar, MD*
Assistant Professor
University of Massachusetts Medical School-Baystate
Pediatric Hospitalist
Associate Designated Institutional Officer
Baystate Children's Hospital
Arlene Kruzel, MSN, RN-BC*
Nursing Educational Specialist
Baystate Medical Center
Tara Lagu, MD*
Associate Professor of Medicine
University of Massachusetts Medical School-Baystate
Associate Director, Baystate Health and Institute for Healthcare
Delivery and Population Science
Douglas Salvador, MD, MPH*
Assistant Professor of Medicine
University of Massachusetts Medical School-Baystate
Senior Vice President, Chief Quality Officer
Baystate Health
Chief Medical Officer
Baystate Medical Center
Denise Schoen, MSN, RN-BC, CPXP*
Chief Patient Experience Officer
Baystate Health
Nancy Shendell-Falik, RN, MA
President of Baystate Medical Center
Senior Vice President, Hospital Operations
Baystate Health
Angela T. Sweeney, MEd, MA*
Instructor
University of Massachusetts Medical School-Baystate
Curriculum Design Specialist
Baystate Health
Faculty Disclosure
The design and content of Baystate Continuing Interprofessional Education ( CE ) activities support quality improvement in healthcare and provide fair and balanced views of therapeutic options. Faculty or planner conflicts of interest are resolved before the educational activity.
*None of the members of the faculty or planning committee for this educational event have commercial relationships with any entitity producing, marketing, re-selling or distributing health care goods or services consumed by, or used on patients.
 | In support of improving patient care, Baystate Health is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), and American Nurses Credentialing Center (ANCC), to provide continuing education for the healthcare team. |
 | This activity was planned by and for the healthcare team. |
Physicians
Baystate Health designates this live activity for a maximum of 5.75 AMA PRA Category 1 credits.TM
Physicians should claim only the credit commensurate with the extent of their participation in the activity.
Nurses
This activity carries a maximum of 5.75 contact hours.
Nurses should claim only the credit commensurate with the extent of their participation in the activity.
Pharmacists
Baystate Health designates this activity for 5.75 contact hours for pharmacists.
Pharmacists should claim only the credit commensurate with the extent of their participation in the activity.
Psychologists
Baystate Health is approved by the American Psychological Association to sponsor continuing education for psychologists. Baystate Health maintains responsibility for this program and its content. 5.75 CE credit(s) for psychologists have been granted for this educational activity.
Mental Health Counselors
Baystate Health is an NBCC Approved Continuing Education Provider, (ACEPTM) and may offer NBCC approved clock hours for events that meet NBCC requirements. THE ACEP is solely responsible for all aspects of the program. (ACEP #5684) 5.75 clock hours.
Application has been made for PXE credits to the Patient Experience Institute.
Application for social work continuing education credits has been submitted.
Available Credit
- 5.75 AAPA Category 1 CME creditBaystate Health has been authorized by the American Academy of PAs (AAPA) to award AAPA Category 1 CME credit for activities planned in accordance with AAPA CME Criteria. This activity is designated for 5.75 AAPA Category 1 CME credits. PA’s should only claim credit commensurate with the extent of their participation.
- 5.75 ACPE Contact Hours
- 5.75 AMA PRA Category 1 Credit™
- 5.75 ANCC Contact Hours
- 5.75 APA American Psychological AssociationBaystate Health is approved by the American Psychological Association to sponsor continuing education for psychologists. Baystate Health maintains responsibility for this program and its content.
- 5.75 BCIPE Instructional Hours
- 5.00 NASW Smith CE CreditsThis program was approved for 5.00 Continuing Education Credits by Smith College School for Social Work and assigned authorization number E19-08 in accordance with Continuing Education Regulation 258 CMR, Category I, in the Commonwealth of Massachusetts
- 5.75 NBCCBaystate Health is an NBCC Approved Continuing Education Provider (ACEP™) and may offer NBCC approved clock hours for events that meet NBC requirements. The ACEP solely responsible for all aspects of the program.
Price
| Baystate Employees pay $110. Non Baystate Employees - register early and Save $10. |
. This coupon expires 14 days before the event. |
| In order to receive credit, the evaluation must be completed by: | Thu, 12/31/2020 - 11:30pm |
We appreciate your business and sincerely wish to meet your educational needs. We understand that the schedule of a busy professional, like yourself, is subject to change. Therefore, we have included information about our refund/cancellation policies for your convenience below.
Cancellation:
If you must cancel, telephone Baystate Continuing Interprofessional Education at 413-322-4242 and follow your call with a written/email request. All cancellations will incur a $25.00 fee. Please note that we cannot refund cancellations received less than two weeks (10 business days) before the program date.
Refund Policy:
Your refund, less a cancellation fee, will be processed within two (2) weeks from the date we receive the written notification. For credit card refunds, please allow one to two (1-2) billing cycles for the credit to appear on your statement.
Specific Aids or Services:
Please call Baystate Continuing Interprofessional Education at 413-322-4242 if, under the Americans with Disabilities Act, you require specific aids or services during your visit to this continuing education program.