• Conference Overview

    What patients say in their own words is increasingly being used for many purposes and getting results above and beyond simple patient survey ratings. Patient comments obtained through various sources (social media, open-ended survey questions, online rating sites, patient complaints, advisory councils, storytelling, etc.) add another dimension to improvement efforts in healthcare. This conference will feature research and national best practices about the wide variety of ways that the patients’ own words are being collected and used – and how these efforts can all be linked together in powerful ways.

    • Public Reporting and the Transparency Movement – use of patient comments on websites to help consumers make decisions, improve care and attract market share.
    • Using Patient Comments to Improve Care – AHRQ supported work to elicit patient narratives
    • Complaint Management to improve patient experience and reduce legal risk
    • Sorting Through Things – Artificial intelligence and natural language processing comes to analysis of patient comments
    • Improving Care Delivery – through experience-based co-design (EBCD)

    Who Should Attend?

    • Patient Experience/Satisfaction Professionals/CXO
    • Healthcare Marketers
    • Clinical Quality Leaders
    • Risk Managers
    • Patient Relations/Complaint Management
    • Professionals
    • Health Researchers
    • Patient Advocates
    • CNO/ CMO

    CE/PXE/CME Credit:
    10 hours of credit offered

  • Speakers

    View our speaker lineup below

    yktyk

    Irwin Press, PhD

    Bio and Background

    Co Founder, Press Ganey Associates. Emeritus Professor, University of Notre Dame, Department of Anthropology. Adjunct Faculty, Department of Health Systems Management, Rush University

    Speaker: “Why Solicit Patient Comments in the First Place?”

    Phil Shaw, MEM

    Bio and Background

    Director Patient Relations, Instructor, Health Systems Management

    Rush University Medical Center

    Speaker: "Transparency"

    Elizabeth Koszarek, MS-HSM

    Bio and Background

    Process Improvement Consultant

    Rush University Medical Center

    Speaker: "Transparency"

    Paul Sommer, MBA

    Bio and Background

    Sr. Director, Patient Experience

    Geisinger Medical Center

    Speaker: "Transparency"

    Chrissy Daniels, MS

    Bio and Background

    Partner, Strategic Consulting

    Press Ganey Associates

    Moderator: "Transparency"

    Tara Lagu, MD, MPH

    Bio and Background

    Institute for Healthcare Delivery and Population Science
    U Mass Medical School - Baystate

    Speaker: Are Online Reviews a Viable Tool for Reporting Health Care Quality?

    Mark Schlesinger, PhD

    Bio and Background

    Professor of Health Policy

    Yale University School of Public Health

    Speaker: Benefits Beyond Counting

    Steven Martino, PhD

    Bio and Background

    Senior Behavioral Scientist

    RAND

    Speaker: Choosing Doctors Wisely

    Jason Wolf, PhD, CPXP

    Bio and Background

    President

    The Beryl Institute

    Moderator/ Speaker: What Research Evidence Tells Us

    Susan Mende, MPH

    Bio and Background

    Senior Program Officer

    The Robert Wood Johnson Foundation

    Speaker: Global Learnings for US Solutions

    James Munro, MD

    Bio and Background

    Chief Executive

    Care Opinion (UK)

    Speaker: Using Patient Comments to Create a Dialogue

     

    Richard Evans, MA

    Bio and Background

    Senior Vice President and Chief Experience Officer

    New York-Presbyterian Hospital

    Speaker: Using Patient Narratives to Improve Primary Care

    Naomi Bardach, MD

    Bio and Background

    Department of Pediatrics and Philip R. Lee Institute for Health Policy Studies at the University of California San Francisco​

    Speaker: From the Closest Observers of Care

    Dr. Jocelyn Cornwell

    Bio and Background

    Chief Executive

    The Point of Care Foundation (UK)

    Speaker: Experienced Based Co-Design

    Rachel Grob, PhD

    Bio and Background

    Center for Patient Partnerships

    University of Wisconsin - Madison

    Speaker: Eliciting Patient Narratives

    Senem Guney, PhD, CPXP

    Bio and Background

    Founder and Chief Experience Officer

    NarritiveDx

    Speaker: The Role of Natural Language Processing

    Catherine Johnson, MS

    Bio and Background

    Manager of Patient Relations​, Adjunct Faculty, Health Systems Management

    Rush University Medical Center

    Speaker: Leveraging Patient Complaints to New Heights

    yktyk

    Caroline Costello, FACHE, CPXP

    Bio and Background

    Director, Friends and Family Program, Destination UChicago, Patient and Family Insights and Guest Services Ambassadors​
    UChicago Medicine

    Speaker: Leveraging Patient Complaints to New Heights

    yktyk

    Lisa Pittman, RN, MSN, MHA

    Bio and Background

    Nursing Quality and Patient Engagement/Director of Patient Care Services, Cancer Treatment Centers of America

    Speaker: Leveraging Patient Complaints to New Heights

    yktyk

    Corliss Ivy, LCPC

    Bio and Background

    Patient Relations/ Guest Experience Officer, Cancer Treatment Centers of America

    Speaker: Leveraging Patient Complaints to New Heights

    Edward Ward, MD

    Bio and Background

    Vice Chairperson, Department of Emergency Medicine,

    Rush University Medical Center

    Speaker: Leveraging Patient Comments to New Heights- Risk Reduction with PARS

    Craig Uthe, MD

    Bio and Background

    Physician Director of Clinic Services,

    Sanford Health

    Speaker: Leveraging Patient Comments to New Heights- Risk Reduction with PARS

    William Cooper, MPH

    Bio and Background

    Vanderbilt Center for Patient and Professional Advocacy

    Moderator/ Speaker: Risk Reduction with PARS

    Dale Shaller, MPA

    Bio and Background

    Conference Co-Chair

    Shaller Consulting Group

    Moderator: Using Patient Comments to Drive Improvement

    yktyk

    Aaron Clifford, MBA, SVP

    Bio and Background

    Marketing

    Binary Fountain

    Impact of Online Reviews

    yktyk

    Francis Fullam, MA

    Bio and Background

    Conference Co-Chair

    Assistant Professor, Health Systems Management, Rush University Medical Center

    Welcome and Opening Remarks

  • Conference Schedule

    1

    10/11: 8:00am-5pm

    Day 1: Presentations

     

    8:00 am Registration and Continental Breakfast at 1871 Conference Center Suite 1212

     

    9:00 am Welcome and Opening Remarks

     

    Francis Fullam, MA, Conference Co-Chair

    Senior Director, Marketing Research, Assistant Professor, Health Systems Management, Rush University Medical Center

     

    9:10am “Why Solicit Patient Comments in the First Place?”

    Irwin Press, PhD. Co Founder, Press Ganey Associates. Emeritus Professor, University of Notre Dame, Department of Anthropology. Adjunct Faculty, Department of Health Systems Management, Rush University

     

    9:20 am “Transparency”: Using Comments in Public Reporting to Inform Patients and Motivate Improvement

     

    Presentations and panel discussion with health system leaders at the forefront of reporting patient comments about individual physicians

     

    Phil Shaw, MEM, Director Patient Relations, and Elizabeth Koszarek, MS-HSM, Process Improvement Consultant, Rush University Medical Center

     

    Paul Sommer, MBA, Senior Director of Patient Experience, Geisinger Health

     

    Moderator: Chrissy Daniels, MS, Partner, Strategic Consulting, Press Ganey Associates

     

    10:35 am Break

     

    10:55 am What the Research Evidence Tells Us About Consumer Use of Comments

     

    Presentations and panel discussion with leading researchers studying consumer preference and use of comments posted on online reporting sites.

     

    Introduction to Consumer Sentiment- An International Study

    Jason Wolf, PhD, CPXP, President, The Beryl Institute

     

    Are online reviews a viable tool for reporting health care quality?

    Tara Lagu, MD MPH, Associate Professor,University of Massachusetts Medical School-Baystate

     

    Benefits Beyond Counting: How Patient Narratives Help Consumers Assess Clinician Attributes When Selecting a Doctor

    Mark Schlesinger, PhD, Professor of Health Policy, Yale University School of Public Health

     

    Choosing Doctors Wisely: How Comments Complicate Choice and Some Strategies That Can Help

    Steven Martino, PhD, Senior Behavioral Scientist, RAND

     

    Moderator: Jason Wolf, PhD, CPXP, President, The Beryl Institute

     

    12:45 pm Lunch at MATTER Conference Center Suite 1230; presentations resume at 1871 at 1:30 pm

     

    1:30 pm Using Public Comments to Create a Dialogue Between Patients and Providers in the United Kingdom

     

    The Care Opinion Model

    James Munro, MD, Chief Executive,Care Opinion (UK)

     

    2:15 pm Using Patient Comments to Drive Improvement

    Presentations and panel discussion illustrating the use of patient narrative feedback to improve patient experience, safety and quality.

     

    Using Patient Narratives to Improve Primary Care Rick Evans, MA, Senior Vice President and Chief Experience Officer

    New York-Presbyterian Hospital

     

    From the Closest Observers of Care: patient and family real-time safety observations

    Naomi Bardach, MD, Department of Pediatrics and Philip R. Lee Institute for Health Policy Studies at the University of California San Francisco

     

    Experienced Based Co-Design: patients and staff working together to improve services

    Dr. Jocelyn Cornwell, Chief Executive, The Point of Care Foundation (UK)

     

    Moderator: Dale Shaller, MPA, Conference Co-Chair, Shaller Consulting Group

     

    3:45 pm Break

     

    Reassemble at MATTER Conference Center Suite 1230 (Down the hall from 1871 Conference Center) for the remainder of day 1 conference

     

    4:00 pm Advancing the Science of Narrative Collection and Analysis

     

    Presentations and panel discussion on efforts to elicit comments and techniques for understanding these narratives.

     

    New Methods for Eliciting Patient Narratives

    Rachel Grob, PhD, Center for Patient Partnerships,

    University of Wisconsin-Madison

     

    The Role of Natural Language Processing in Extracting Meaning from Comments

    Senem Guney, PhD, Founder and Chief Experience Officer, NarrativeDx

     

    Impact of Online Reviews

    Aaron Clifford, MBA, SVP, Marketing, Binary Fountain

     

    Moderator: Dale Shaller, MPA, Conference Co-Chair, Shaller Consulting Group

     

    5:15 pm Day One Wrap-Up

    2

    10/11: 5:30pm-9pm

    Day 1: Reception

     

    5:30 pm Reception

    Reassemble at Marshall’s Landing Located atop the Grand Stair on the 2nd floor of Merchandise Mart

     

    Chicago's best small plate hors d'oeuvres. Options including vegan and vegetarian. Cash Bar.

    Sponsored by Binary Fountain

     

    3

    10/12: 8am-1pm

    Day 2: Presentations

     

    8:00 am

    Registration and Continental Breakfast at 1871 Conference Center Suite 1212

     

    9:00 am Welcome and Opening Remarks

    Francis Fullam, MA, Conference Co-Chair

     

    9:10 am Global Learnings for US Solutions

     

    Susan Mende, MPH, Senior Program Officer, The Robert Wood Johnson Foundation

     

    9:30 am Leveraging Patient Complaints to New Heights – complaint management

     

    Presentations and panel discussion of medical centers that manage patient complaints to provide greater insight into patient needs.

     

    Case Study, Rush University Medical Center

    Catherine Johnson, MS,

    Manager of Patient Relations​, Adjunct Faculty, Health Systems Management

    Rush University Medical Center

     

    Case Study, Cancer Treatment Centers of America

    Lisa Pittman, RN, MSN, MHA, NEA-BC, OCN, Nursing Quality and Patient Engagement/Director of Patient Care Services and Corliss Ivy, LCPC, Patient Relations/ Guest Experience Officer

     

    Case Study, UChicago Medicine

    Caroline Costello, FACHE, CPXP, Director, Friends and Family Program, Destination UChicago, Patient and Family Insights and Guest Services Ambassadors

     

    Moderator: Francis Fullam, MA, Conference Co-Chair

     

    10:45 am Break

     

    11:00 am Leveraging Patient Complaints to New Heights – risk reduction with PARS

                           

    Overview of the Patient Advocacy Reporting System (PARS)

    William Cooper, MD, Vice President, Vanderbilt Center for Patient and Professional Advocacy

     

    Case Study, Rush University Medical Center

    Edward Ward, MD, Vice Chairperson for the Department of Emergency Medicine, Rush University Medical Center

     

    Case Study, Sanford Health

    Craig Uthe, MD, Director of Clinic Services, Physician Wellbeing & Professional Development, Sanford Health

     

    Moderator: William Cooper, MD, Vice President, Vanderbilt Center for Patient and Professional Advocacy

               

    12:15 pm Lunch at MATTER Conference Center Suite 1230

     

    1:00 pm Adjourn

  • Time & Place

    Merchandise Mart

    1871 - Chicago's Technology & Entrepreneurship Center

    222 W Merchandise Mart Plaza Suite 1212

    Chicago, IL USA 60654

     

    10/11/2018 - 10/12/2018

  • 1871

  • Marshall's Landing

    Reception Venue

    Located atop the Grand Stair on the 2nd floor of Merchandise Mart

    Supported by Binary Fountain

  • Supporters

    Special Thanks to The Robert Wood Johnson Foundation for their support

     

     

     

    Speakers

  • ---Questions---

    Have any questions or comments? Please feel free to message us here!

    We appreciate your interest!

  • CE/PXE/CME Credit:
    10 hours of credit offered

    In support of improving patient care, Rush University Medical Center is accredited by the American Nurses Credentialing Center (ANCC), the Accreditation Council for Pharmacy Education (ACPE), and the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing education for the healthcare team.
    Rush University Medical Center designates this live activity for a maximum of 10 AMA PRA Category 1 Credit(s)™. Physicians should claim only credit commensurate with the extent of their participation in the activity.
    ANCC Credit Designation – Nurses
    The maximum number of hours awarded for this CE activity is 10 contact hours.
    This activity is being presented without bias and without commercial support.
    Rush University is an approved provider for physical therapy (216.000272), occupational therapy, respiratory therapy, social work (159.001203), nutrition, speech-audiology, and psychology by the Illinois Department of Professional Regulation.
    Rush University designates this live activity for 10 Continuing Education credit(s).