What Patients Say
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What Patients Say
- …
What Patients Say
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 offeredSpeakers
View our speaker lineup below
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
Process Improvement Consultant
Rush University Medical Center
Speaker: "Transparency"
Paul Sommer, MBA
Sr. Director, Patient Experience
Geisinger Medical Center
Speaker: "Transparency"
Chrissy Daniels, MS
Partner, Strategic Consulting
Press Ganey Associates
Moderator: "Transparency"
Tara Lagu, MD, MPH
Institute for Healthcare Delivery and Population Science
U Mass Medical School - BaystateSpeaker: Are Online Reviews a Viable Tool for Reporting Health Care Quality?
Mark Schlesinger, PhD
Professor of Health Policy
Yale University School of Public Health
Speaker: Benefits Beyond Counting
Steven Martino, PhD
Senior Behavioral Scientist
RAND
Speaker: Choosing Doctors Wisely
Jason Wolf, PhD, CPXP
President
The Beryl Institute
Moderator/ Speaker: What Research Evidence Tells Us
Susan Mende, MPH
Senior Program Officer
The Robert Wood Johnson Foundation
Speaker: Global Learnings for US Solutions
James Munro, MD
Chief Executive
Care Opinion (UK)
Speaker: Using Patient Comments to Create a Dialogue
Richard Evans, MA
Senior Vice President and Chief Experience Officer
New York-Presbyterian Hospital
Speaker: Using Patient Narratives to Improve Primary Care
Naomi Bardach, MD
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
Chief Executive
The Point of Care Foundation (UK)
Speaker: Experienced Based Co-Design
Rachel Grob, PhD
Center for Patient Partnerships
University of Wisconsin - Madison
Speaker: Eliciting Patient Narratives
Senem Guney, PhD, CPXP
Founder and Chief Experience Officer
NarritiveDx
Speaker: The Role of Natural Language Processing
Catherine Johnson, MS
Manager of Patient Relations, Adjunct Faculty, Health Systems Management
Rush University Medical Center
Speaker: Leveraging Patient Complaints to New Heights
Caroline Costello, FACHE, CPXP
Director, Friends and Family Program, Destination UChicago, Patient and Family Insights and Guest Services Ambassadors
UChicago MedicineSpeaker: Leveraging Patient Complaints to New Heights
Lisa Pittman, RN, MSN, MHA
Nursing Quality and Patient Engagement/Director of Patient Care Services, Cancer Treatment Centers of America
Speaker: Leveraging Patient Complaints to New Heights
Corliss Ivy, LCPC
Patient Relations/ Guest Experience Officer, Cancer Treatment Centers of America
Speaker: Leveraging Patient Complaints to New Heights
Edward Ward, MD
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
Vanderbilt Center for Patient and Professional Advocacy
Moderator/ Speaker: Risk Reduction with PARS
Dale Shaller, MPA
Conference Co-Chair
Shaller Consulting Group
Moderator: Using Patient Comments to Drive Improvement
Francis Fullam, MA
Conference Co-Chair
Assistant Professor, Health Systems Management, Rush University Medical Center
Welcome and Opening Remarks
Conference Schedule
110/11: 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
210/11: 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
310/12: 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
Accommodations
Holiday Inn Chicago Mart Plaza
Book by September 10, 2018
350 West Mart Center Drive, Chicago, IL 60654
Registration
General Admission $850
Affiliate Group Admission $750
(members or clients of Vizient, Beryl Institute, Binary Fountain, CHEF, Chicagoland Patient Experience Group, RL Solutions, Doctor.com, NarrativeDx, PatientWisdom & Center for Patient and Professional Advocacy)
Optional Reception $35
Small plates and hors d'oeuvres
Marshall's Landing
Merchandise Mart Lobby
Special Student / Resident Rate $50 for Conference and Reception
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 offeredIn 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).
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