Patient Experience Summit Re-cap: Wednesday, May 18

Key Takeaways from Day 4 at 2016 Event in Cleveland

Thank you for participating in the seventh annual Patient Experience: Empathy + Innovation Summit. We appreciated this opportunity to learn from you as we shared ideas and best practices among our nearly 2,000 participants. Together, we can improve not just the patient and caregiver experience, but the human experience.

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The final day of this year’s summit proved to be inspirational, as we heard from patients and caregivers about challenges and opportunities to evolve.

Wednesday’s Highlights

A Bad Death is a Con
Alexandra Drane shared that while 70 percent of people want to die at home, only 30 percent actually do. Plan for the end of life ahead of time so that others know your wishes.

“When you don’t have a lot of life left, the quality of life really matters. Doing the end of your life better is a gift to you and to everyone else.”

Are You Really Connecting with your Patients AND their Caregivers?
Patient Patty Substeiny, MLIR, asked satisfied and unsatisfied patients to share their stories of what works — and what doesn’t. Even when caregivers disagree, teamwork and collaboration are keys to success.

“Use the whole care network, including the patient and his or her family. Don’t let egos get in the way of doing what is best.”

Joy in a Seemingly Joyless Space – Resiliency Efforts in a Complaint Department
Stephanie Bayer and Andrea Cupples create micro-moments of joy in the Ombudsman Office, where dealing with complaints every day can be challenging to caregivers.

“Communicating wins, and making sure to create space and time for humor, reduces the risk of burnout and improves retention.”

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Moving the Needle: 2016 Signs that Technology is Transforming Care
Michael Roizen, MD, led a panel discussion on six words participants wanted to address with technology: connection, recognition, relief, transparency, empowerment and efficiency.

“We love solutions that are looking for problems. It’s time to design systems with caregivers’ and patients’ needs in mind.”

“Technology should be the wind at our backs, not the wind in our faces. Putting information and tools in the hands of patients will increase confidence and reduce anxiety.”

CNO Panel: Creating a Healing Environment for Caregiver and Patient Experience
Kelly Hancock, DNP, RN, NE-BC, led a panel of expert chief nursing officers who took on the question of “Will the health profession survive?”

“The work is very intense – mentally and physically exhausting. We have to protect caregiver resiliency.”

“Every interaction with front-line staff has to be meaningful.”

“Creating a healthy work environment is about asking our caregivers ‘what can we do for you?'”

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The Fire Within
Keynote speaker Allison Massari, who endured excruciating pain and agony after surviving a car accident and ensuing fire, offered a riveting talk on the impact of human kindness.

“Sometimes all it takes is one person to change a life. Genuine caring makes horrible experiences so much more tolerable.”

“Happiness can be self-generating. It comes from within.”

“Compassion heals the places that medicine can’t touch.”
Hopefully  you found this year’s summit to be valuable and are returning to your organizations inspired to continue the important work of transforming healthcare through empathy and innovation. In the coming weeks,  additional resources from this summit will be provided to you to share with others on your teams.

Mark your calendar for our 2017 Patient Experience Summit on May 21-24.