The Patient Experience 2018-Keeping It Personal: A Cornucopia of Insights & Strategies for Excellence in Patient Experience and Employee Engagement

Holyoke, MA US
November 7, 2018

Date & Location:

Wednesday, November 7, 2018, The Log Cabin Banquet & Meeting House, Holyoke, MA.

Cost for Baystate employees is $110.

Non-Baystate Employees: register by October 23rd 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.

We are excited to offer 6.25 Patient Experience Continuing Education credits (PXEs) through the Patient Experience Institute (PXI).  PXI is an independent, non-profit, committed to the improvement of patient experience through evidence-based research, continuing education and professional certification.  PXE's can be applied towards Certified Patient Experience Professional (CPXP) applications and/or to maintain certification designation.  

This program was approved for 6.25 Continuing Education Credits by Smith College School for Social Work and assigned authorization number E19-18, in accordance with Continuing Education Regulation 258 CMR 31.00 in the Commonwealth of Massachusetts. Smith College School for Social Work, Office of Continuing Education SW CPE is recognized by the New York State Education Department's State Board for Social Work as an approved provider of continuing education for licensed social workers #0169.   

 

 

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

  • Apply the art of bringing kindness to someone in a matter of seconds, regardless of how busy you are.
  • Articulate how patients are deeply impacted by receiving compassionate care even if they are not responding verbally with gratitude.  
  • Identify the relationship between compassion, kindness and satisfaction of people you are serving.  
  • Recognize the power you have to transform patient lives.
  • Apply tactics for using shared decision-making and promoting shared decision-making practices.
  • Describe what shared decision-making is and how it affects the patient experience.
  • Explain the challenges to using shared decision-making in clinical care, as well as provider and patient's perspectives.
  • Discuss challenges that patients and families face when receiving information from healthcare facilities and medical providers.
  • Identify resources that enhance patient comprehension and compliance of their medical condition.
  • Locate sources of reliable accurate and unbiased clinical information tailored to the patients' needs and spoken language.
  • Develop skills of perception and expression through reading and writing exercises.
  • Discuss a group poem that is the compilation of healthcare experiences and insights.
  • Identify how both reading and writing poetry contribute to resilient thinking.  
  • Insert Jonathan objective
  • Prioritize areas of high value in need of change in their workplace setting.
  • Recognize that passionate problem solving drives positive change and engages an entreprenurial mindset to create systematic change.
  • Discuss how the various tools presented today will enhance their practice.
  • Identify resources that apply in your practice setting.  
Course summary
Available credit: 
  • 6.25 AMA PRA Category 1 Credit™
  • 6.25 ANCC Contact Hours
  • 6.25 BCIPE Instructional Hours
  • 6.25 APA Psychologists American Psychological Association
    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.
  • 6.25 NASW Smith CE Credits
    This program was approved for 6.25 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
Course opens: 
08/01/2018
Course expires: 
11/29/2019
Event starts: 
11/07/2018 - 8:15am
Event ends: 
11/07/2018 - 4:15pm
Cost:
$130.00
Rating: 
0

2018 Patient Experience BROCHURE.pdf

Program Schedule

7:45Registration, Exhibits and Breakfast
  
8:15
 
Welcome
Deborah Smith, BSN, RN, CPXP
  

8:20

Introduction
Nancy Shendell-Falik, RN, MA

8:30

Transforming Lives:  The Heart and Soul of Health Care
Keynote Speaker:
Allison Massari, MFA

9:30
 
Promoting Shared Decision Making to Improve the Patient Experience:  Challenges and Tactics from the ED
Elizabeth Schoenfeld, MD
  

10:3010:15

Coffee Break and Exhibits

  

10:3010:30

Information across Languages to Empower Patients and their Caregivers
Ellen Brassil, MSLIS, MAT, AHIP & Tim Moriarty, MPA, CMI, CHI

 

10:3011:30Poetry's Alchemy:  Transforming Healthcare Experiences into Gold
Rohini Harvey, MD & Linda McShane, MEd
  
12:30Lunch
  
1:15The Overlooked Culture:  Challenges & Insights of the Deaf & Hard of Hearing Population
 Jonathan O'Dell, BS
  
2:00Passionate Problem Solving in Healthcare
Alyssa Dassa, MBA, ACC, CPC, Amanda Garcia, MS, CPA, CFP & Jill McCormick, MBA
  
3:00Break & Exhibits
  

3:15

Harvest Time:  A Cornucopia of Essentials
Molly Gray, MS, RN
Diane Thomas, RN, BSN
Susan Sweeney, MSN, RNC-NIC

4:00Closing Remarks
Deborah Smith, BSN, RN, CPXP
  
4:15Adjourn

 

The Log Cabin Banquet and Meeting House
500 Easthampton Road
Holyoke, MA 01040
United States

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
Allison Massari, MFA*

Prepare to be taken on a journey!  Allison offers real solutions to the struggle of how to keep the patient first despite limited time and other practical constraints.  By weaving her remarkable journey with potent life-lessons, Allison highlights the integral nature of patient-centered care and fortifies audience members, reigniting their passion for why they went into healthcare in the first place.

Ellen Brassil, MSLIS, MAT, AHIP*
Manager, Health Sciences Library
Baystate Health

Alyssa Dassa, MBA, ACC, CPC*
President & Founder
Sage Ventures, Inc.
Business Consulting, Coaching and Education
Gorham, Maine

Amanda Garcia, MS, CPA, CFP*
Director, Center for Enterpreneurial Leadership
Associate Professor
Elms College

Molly Gray, MS, RN*
Chief Nursing Officer
Baystate Health Eastern Region

Rohini Harvey, MD*
Assistant Professor
University of Massachusetts Medical School-Baystate
Physician, Baystate Health

Jill McCormick, MBA*
Director of Innovation
TechSpring

Linda McShane, BA, MEd.*
Patient and Family Advisory Council
Baystate Health

Tim Moriarty, MPS, CMI, CHI*
Manager, Interpretation & Translation Services
Baystate Health

Jonathan O'Dell, BS*
Assistant Technology Manager
Mass Commission for Deaf and Hard of Hearing

Elizabeth Schoenfeld, MD*
Assistant Professor, Department of Emergency Medicine
University of Massachusetts Medical School-Baystate
Medicine Institute for Healthcare Delivery and Population Science
Physician, Emergency Medicine, Baystate Health

Nancy Shendell-Falik, RN, MA*
President of Baystate Medical Center
Senior Vice President for Hospital Operations

Deborah Smith, BSN, RN, CPXP*
Patient Experience Specialist
Baystate Health

Susan Sweeney, MSN, RNC-NIC*
Nurse Educator
Baystate Health

Diane Thomas, BSN, RN*
Director, Patient Relations
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 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.

 

 

 

 

 

 

Available Credit

  • 6.25 AMA PRA Category 1 Credit™
  • 6.25 ANCC Contact Hours
  • 6.25 BCIPE Instructional Hours
  • 6.25 APA Psychologists American Psychological Association
    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.
  • 6.25 NASW Smith CE Credits
    This program was approved for 6.25 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

Accreditation Period

Course opens: 
08/01/2018
Course expires: 
11/29/2019

Price

Cost:
$130.00
Please login or register to take this course.
Baystate Employees pay $110.
Non Baystate Employees - register early and Save $10.

.
Non-Baystate Employees: enter Coupon Code PX120 at checkout to save $10.

This coupon expires 14 days before the event.

 

In order to receive credit, the evaluation must be completed by:
Fri, 11/29/2019 - 11:59pm

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.