Patient Experience Summit:
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Transforming Care through Service Excellence

The Wisconsin Collaborative for Healthcare Quality, Wisconsin Hospital Association, and Wisconsin Medical Society are organizing a day-long event, the Patient Experience Summit, on Friday, September 30 in La Crosse, with funding from the Robert Wood Johnson Foundation Aligning Forces for Quality initiative. 

Registration

Thank you for your interest in participating in the Patient Experience Summit.

Unfortunately, we have reached the maximum capacity. We are not able to accept additional registrations at this time, but have created a waiting list.

Waiting List: If you would like to be added to the waiting list for any seats that become available due to cancelations, please send your name, organization, job title, and phone number to Meghan Meeker at mmeeker@wchq.org. Individuals will be added to the waiting list on a "first come, first served” basis and will be promptly notified via phone and e-mail when a cancellation is received.

Cancelations: If you have registered to attend the Patient Experience Summit but will be unable to participate, please notify Meghan Meeker at 608-826-6838 or mmeeker@wchq.org as soon as possible.

Agenda
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7:30 - 9:00 AM
Check In, Continental Breakfast, Networking, and Best Practices Exhibits

8:00 - 8:45 AM 
Optional Session: "Introduction to Patient Experience Surveys"
Dale Shaller, Principal, Shaller Consulting
This session will provide an introduction to two of the most widely used patient experience survey tools: CG-CAHPS (Clinician and Group Consumer Assessment of Healthcare Providers and Systems) and HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems). It will also examine the importance of patient experience within the context of performance measurement and reporting initiatives as survey scores are increasingly tied to financial incentives through the Centers for Medicare and Medicaid Services (CMS) and maintenance of certification requirements through the American Board of Medical Specialties (ABMS).

9:00 - 9:30 AM 
Welcome and Introduction
Jeff Thompson MD, President/CEO, Gundersen Lutheran
Gale Kreibich, Director of Service Excellence, Gundersen Lutheran

9:30 - 10:45 AM
Opening Keynote
James Merlino, MD, Chief Experience Officer, Cleveland Clinic
Cleveland Clinic has incorporated patient experience as a key component in its strategic plan and integrated patient-centered care within its focus on clinical outcomes, quality, safety, and employee engagement. Through its "Patients First” commitment, Cleveland Clinic strives to provide outstanding care and service while addressing every aspect of a patient’s encounter, including the patient’s physical comfort as well as her or his educational, emotional and spiritual needs. The organization has been recognized for its pioneering efforts to exceed the expectations of patients and families.

10:45 - 11:00 AM
Break

11:00 - 12:15 PM
Local Strategies and Successes in Wisconsin
Nicole Clapp, President/CEO, Grant Regional Health Center
Mike Marshall MD, Vice President of Medical Operations, Aurora Medical Group
Angie Bloyer, Director of Service Excellence, Meriter Health Services
Learn how three Wisconsin health care organizations have elevated the priority of service excellence throughout their organization while improving clinical quality, safety, and financial results. This panel presentation will showcase how three leaders have developed strategies and tools to sustain change throughout their organizations, engaged clinical and administrative leadership, and addressed challenges on the path to improvement. The session will include practical suggestions and strategic insights for creating a culture that supports patient-centered care in both medical group and hospital settings.

1:00 - 2:00 PM
Key Roles in the Patient Experience
Kathy Fett, Vice President of Quality, Prevea Health
Eric Dordel, Director of Customer Service, Prevea Health
Christine Riley RN, Customer Service Coordinator/Physician Coach, Prevea Health
This presentation will provide an in-depth view of one organization’s journey with implementing a five-year service excellence plan based on accountability, process improvement, and a complete restructuring of its patient experience strategy that resulted in 15 consecutive quarters of improvement. The team from Prevea Health will share insights about cultural practices and organizational issues that must be addressed to achieve extraordinary levels of performance. The session will examine the importance of engaging care providers and staff from throughout the entire organization while using patient experience survey scores as the critical foundation for all improvement efforts.

2:00 - 2:15 PM
Break

2:15 - 3:30 PM
Closing Keynote 
Steve Tyink, Vice President of Business Innovation, Miron Construction
This energizing session will encourage you to think in new ways and introduce leading service champions from outside the health care industry that have succeeded in creating an extraordinary experience for their customers. You’ll learn how Whole Foods, the world's largest retailer of natural and organic foods; Patagonia, a designer and distributor of outdoor clothing and gear; and Apple, the leader in consumer technology have created relationship-based, emotionally-connected experiences. Learn how champions consistently fulfill the promise of service and create passionate leaders who build a culture that endorses, measures, and achieves excellence. Tyink co-authored the book "Monkey Business: Seven Laws of the Jungle for Becoming the Best of the Bunch."

3:30 PM
Adjourn
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Materials
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You can view the Patient Experience Summit agenda, participant list, presentation slides, and "best practices" resources at https://wchq.site-ym.com/?pat_exp_library.  We will provide printed copies of these materials at the summit.
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Lodging
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Lodging is available at a discounted rate for summit participants at the following hotels, if reserved before August 29.  Ask for the "Patient Experience Summit" block of rooms.
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  --  Courtyard Marriott: $139 for a double room, 500 Front St, La Crosse, 608-782-1000,
      Located next door to the event venue
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  --  Holiday Inn: $99 for a king suite, 200 Pearl St, La Crosse, 608-784-4444, Located 3 blocks
      (0.2 miles) from the event venue
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  -- Stoney Creek Inn: $65 for a king or double room, 3060 S. Kinney Coulee Rd, Onalaska,
     608-781-3060, Located right off I-90 at Exit 5, 15-minute drive (8 miles) from the event venue
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