PATIENT ENGAGEMENT & EXPERIENCE SUMMIT

HIMSS18 Annual Conference
Wynn Las Vegas
Mar. 5, 2018
THE COUNTDOWN IS STARTING ON MORE HIMSS EVENTS - CHECK OUT OUR CALENDAR!

Schedule

7:45am - 8:15am
Breakfast
Petrus

Breakfast will be served in the ballroom so make sure to stop by the sponsor tables. Breakfast sponsored by CipherHealth and Envera Health.

8:15am - 8:20am
Welcome Remarks
Petrus

Mike
Miliard
Editor
Healthcare IT News

8:20am - 8:35am

What Matters Most

How to Disruptively Design the Human(e) Experience
Petrus

Forget patient satisfaction survey results. We've all got shrinking attention spans  - 8 seconds they say - and live in a mobile universe. Starbucks promises to have your favorite beverage ready and Amazon delivers within 2 hours. Is healthcare any different?  And what in the world is the difference between engagement and experience anyway?

In this opening keynote, Adrienne Boissy, the Cleveland Clinic’s chief experience officer, addresses key (AKA can't live without) disruptions in healthcare that must occur to deliver what matters most to patients, loved ones, and frontline caregivers. 

Adrienne
Boissy
Chief Experience Officer
Cleveland Clinic Health System

8:35am - 9:05am

Opening Keynote

Physician Burnout and Its Impact on Quality Care
Petrus

A medical oncologist by training, Tait Shanafelt, MD, is Stanford Medicine’s first chief wellness officer and a leading researcher on physician burnout and its impact on quality of care, access, and physician availability.

In a 2015 study that he co-authored, Dr. Shanafelt and his colleagues reported that burnout and satisfaction with work-life balance in U.S. physicians worsened from 2011 to 2014. In fact, more than half of all U.S. physicians, the researchers wrote, are now experiencing professional burnout.

That’s not good for physicians, and it’s certainly not good for patients.

In this opening keynote, Dr. Shanafelt will address the factors – including the rapid, often overwhelming introduction of health IT, including EHRs – that contribute to burnout and what must be done to recalibrate physician work-life balance and, concurrently, improve the quality of patient care.

Tait
Shanafelt
Chief Wellness Officer
Stanford Medicine

9:05am - 9:45am

Leadership Panel

State of the Industry: The Great Differentiator
Petrus

Patient satisfaction and engagement are key to better care, and as consumerism continues to transform healthcare, engaging patients and providing a great experience is, increasingly, a marketplace differentiator. But getting it right is easier said than done.

With that as the starting point, in this opening leadership panel, our experts discuss the state of the industry for patient engagement and experience. Where we are seeing the most success?  What are the barriers to improvement and cultural change? And since this is HIMSS, what are the best practices and lessons learned for leveraging technology to drive success?

Greg
Blew
VP Product Design, Clinical Effectiveness
Wolters Kluwer Health
Shae
McBride
Managing Director/Vice President of Strategy
Carelike
Santosh
Mohan
Past-chairperson, HIMSS Innovation Committee
Member, HIMSS HIT User Experience Committee
Pracha
Eamranond
Senior Vice President Medical Affairs & Population Health
Lawrence General Hospital, Harvard Medical School
Donald
Kosiak
Chief Medical Officer
Leidos

9:45am - 10:10am
Networking Break
Petrus

Take this opportunity to mingle with your peers in a relaxed setting to build relationships and establish future partnerships. Coffee will be served in the ballroom area so make sure to stop by our sponsor tables. Breaks sponsored by Carelike, Leidos Health and Wolters Kluwer.

10:10am - 10:40am

From Engagement to Autonomy

Technology for Chronic Care Management
Petrus

Digital health and precision medicine hold great promise to connect patients with their care teams and drive greater participatory health practice and shared decision making. In this Stanford Medicine X session, a clinician and patient with chronic conditions will discuss the evolving role of technology in the health care journey: how might it be used to move patients beyond engagement in their own care to new care models that enable more autonomy and stronger partnerships with care teams.

Key takeaways:

  • Many patients with chronic conditions want greater health care autonomy and expect technology to help support them in this wish.
  • Data parity, interoperability and transparency are important considerations in building trust and usability for end-users.
  • Technology should meet people where they are: consider all spectrums of users.
Larry
Chu
Professor of Anesthesiology, Perioperative and Pain Medicine
Stanford University School of Medicine
Hugo
Campos
ePatient Advocate
Stanford Medicine X

10:40am - 11:00am

Three Use Cases

USE CASE 1: Data-Driven Strategy Drives Mercy ACO to the Top
Petrus

In this session, Mercy Accountable Care Organization, one of the largest ACOs in the Midwest United States with 65+ service locations, will describe how a robust big data platform helped the organization integrate data silos and implement a four-fold strategy to enhance patient engagement and drive performance under value-based care.

The strategy, which reduced 30-day readmission rates by 7.14% and utilization by 6.5% per 1,000, includes: event-based data integration and transfer; closing gaps in care; improving communication across the care continuum and utilizing social media; engaging with community resources.

When considering a big data strategy to enhance patient engagement, Mercy will share the following takeaways:

  • Focus on the few measures and processes that will have the biggest impact (strategies), such as annual wellness exams, ED utilization, and ADTs.
  • Connect with community partners/resources (they’re often eager to be engaged).
  • Select a vendor, or develop your platform, that is flexible enough to mimic your processes/workflows, not the other way around.
Derek
Novak
Vice President and Chief Operating Officer
Mercy ACO

11:00am - 11:15am
Three Initial Steps to Create Customers for Life
Petrus

Companies like Amazon and Uber have set a high bar for customer experiences. Now, consumers expect the same seamless experiences when interacting with healthcare providers. For healthcare organizations operating in this evolving marketplace, success is not just about being the “best.” It is about aligning on the shared goals of the customer.

Determined to understand the ideal patient experience and know what it takes to create loyal relationships with today’s consumers, Megan Pruce, Vice President of B2B Marketing Communications and her team at Vanderbilt University Medical Center started asking questions. In the end, their research revealed that patients and customers are driven by three central ideas.

The size of the health system, hospital or practice does not matter; instead, a patient is looking to be valued and prioritized. As digital technology and consumerism reshape the business and delivery of healthcare, it's imperative to know who the patient is, where the patient is and what the patient wants.

In this session sponsored by Envera Health, Megan will share how VUMC is applying three key themes to ensure that the voice of the patient is the driving force in its marketing, operations, and patient engagement activities. While it may be challenging to make every consumer and patient a provider's No. 1 priority, attendees will come away from this session with three initial steps they can take to start creating engagement strategies that align to what’s important to patients.

Megan
Pruce
Vice President, B2B Marketing and Communication
Vanderbilt University Medical Center

11:15am - 11:35am
USE CASE 2: Bedside Technology Enhances Patient Experience, Improves Communication
Petrus

The University of Iowa Hospitals and Clinics has always focused on cool new ways to elevate the complete patient experience and environment, and, not surprisingly, technology is often the catalyst.

For example, a suite of bedside technology enables, among other things, digital meal ordering and colorful “mood lighting,” This new level of control and autonomy means patients no longer rely on nurses to control the environment for them. Additionally, education is now delivered to patient devices, allowing patients to watch the information whenever they want.

In this session, attendees will learn how this and other bedside technology reduces patient stress and frustration, improves the patient experience, and paves the way for more constructive dialogue with nurses.

Key takeaways:

  • Technology plays a significant role in reframing the patient and family environment.
  • Unify systems and providing a bedside device gives patients and families more environmental control.
  • A digitized experience benefits more than just patients: families, nurses and staff enjoy new ways to communicate.
Maia
Hightower
Chief Medical Information Officer
University of Iowa Hospitals and Clinics
Pamela
Kunert
Nurse Informaticist
University of Iowa Hospitals and Clinics

11:35am - 11:55am
USE CASE 3: mHealth Solutions to Reduce Health Disparities
Petrus

This presentation will focus on discussing a series of mHealth solutions aimed at reducing health disparities among underserved families. Given the ubiquitous presence of smart phones among all strata of the society, mobile devices represent a great opportunity to design and implement patient-centered solutions that can help engage patients in their healthcare following a hospital visit.

Examples include treatment adherence monitoring, health education resources, follow-up appointment reminders, as well as seamless connectivity to medical homes.

By identifying some of the challenges and obstacles through focus group testing, some strategies to overcome these barriers will be discussed. Challenges will be addressed both from the standpoint at provider level issues as well as patient and family level issues.

Key takeaways:

  • The use of technology by patients does not automatically make them receptive to engagement with health IT.
  • Provider adoption of technologies is essential in delivering mHealth solutions.
  • Adaptive design and machine learning principles are required to customize and optimize personal connected health.
Mohsen
Saidinejad
Director of Patient Experience
The Department of Pediatrics at Harbor-UCLA Medical Center

11:55am - 12:25pm

Shared Decision Making

Using a Framework to Improve Overall Care and System-Based Shared Engagement
Petrus

In shared-decision making (SDM), patients and providers together decide on a personalized care plan consistent with medical science. SDM has proven to reduce unwarranted variations in care and to align care with treatment values, both important clinical and cost-saving outcomes in cancer patient populations.

Unfortunately, given the dearth of clear best practices and effective technologies, SDM is difficult to implement into practice.

In this session, Intermountain Healthcare discusses a 2017 clinical demonstration project that incorporated digital technology and a learning intervention framework to systematize SDM best practices within a high-cost, high-risk metastatic colorectal cancer patients.

The early results have been promising.

Key discussion points:

  • Engaging patients and providers in effective SDM practices accelerates evidence into practice and reduces unnecessary burdens in cost and quality of care.
  • Learning combined with SDM technology-facilitated interventions improve patient outcomes & satisfaction.
  • SDM elevates provider concordance to evidence & physician engagement and empowerment.
John
Ruggiero
Associate Director
Genentech U.S. Medical Affairs
Mark
Lewis
Director, GI Oncology
Intermountain Healthcare

12:25pm - 12:40pm
Driving Longitudinal Activation and Behavior Change at Scale
Petrus

People today learn differently than in the past. Companies like Walmart, Bloomingdales, IHG, Google, Facebook, and Berkshire Hathaway have taken note and have successfully integrated microlearning and behavior science principles into their learning & development strategies to drive performance and financial return. These same principles can be leveraged in healthcare to drive patient activation and behavior change at mass scale. The result? High usage across broad patient populations, better clinical outcomes all at a lower cost to the provider and system.

Mytonomy’s CEO and Co-Founder Anjali Kataria, MPP talks about what the company is learning from several recent microlearning deployments in healthcare using their Patient Experience Cloud ® platform across Cardiology and Diabetes, and shares her vision for the future of incorporating high tech, high touch personalized learning and behavior science  at scale to achieve high usage across broad patient populations.

Key Takeaways:

  • Microlearning is proven across multiple industries to appeal to today’s learner
  • Leveraging these principles in healthcare drives high patient activation and engagement
  • Impact – higher patient and staff satisfaction, improved patient/clinician interaction, clinical outcomes, and financial performance – directly contributes to achieving the Triple Aim
Anjali
Kataria
Chief Executive Officer and Co-Founder
Mytonomy

12:40pm - 1:00pm

Networking with Speakers

Speaker Hub
Petrus

One of the best ways learn is to network with your peers. This session provides an opportunity for attendees to meet with morning speakers and dive deeper into specific topics.

Here's how it works:

Speakers from the morning sessions will be stationed at different tables in the room. Attendees can circulate and speak one-on-one or in groups with individual speakers.

Network, share and learn in this interactive environment.

Maia
Hightower
Chief Medical Information Officer
University of Iowa Hospitals and Clinics
Mark
Lewis
Director, GI Oncology
Intermountain Healthcare
Derek
Novak
Vice President and Chief Operating Officer
Mercy ACO
Pamela
Kunert
Nurse Informaticist
University of Iowa Hospitals and Clinics
Mohsen
Saidinejad
Director of Patient Experience
The Department of Pediatrics at Harbor-UCLA Medical Center
Adrienne
Boissy
Chief Experience Officer
Cleveland Clinic Health System
Larry
Chu
Professor of Anesthesiology, Perioperative and Pain Medicine
Stanford University School of Medicine
Hugo
Campos
ePatient Advocate
Stanford Medicine X

1:00pm - 2:00pm
Networking Lunch
Petrus

Take this opportunity to mingle with your peers in a relaxed setting to build relationships and establish future partnerships. 

2:00pm - 2:25pm

Incentives to Change

Using Behavioral Economics to Nudge Patient Behavior Change
Petrus

The healthcare industry strives to shift from a patient to consumer mindset, and is introducing tools to support self-management and buying decisions. Innovative companies are leveraging the latest science in behavioral economics to enable the transition to consumerism. In this breakout session, Dr. David Asch, executive director of the Penn Medicine Center for Innovation will use evidence-based case studies to show how behavioral economics can nudge patient behavior change.

Key takeaways:

  • Understand core principles of behavioral economics.
  • Become familiar with evidence-based applications to drive patient engagement.
  • Learn about effective incentive designs to nudge behavior change.
David
Asch
Executive Director
Penn Medicine Center for Health Care Innovation

2:25pm - 2:40pm
Five Ways to Improve Patients’ Virtual Care Experience: The Cleveland Clinic Way
Petrus

This session will provide five key strategies for improving patients’ experiences with virtual healthcare. These strategies have emerged out of Cleveland Clinic’s patient-centered research program, and its extensive experience providing high-quality virtualized healthcare.

The Clinic completed 20,000+ virtual consults in 2017, and has more than 1,300 virtual providers in 100 clinical specialties.

The five strategies will focus on data-driven approaches that can be readily applied to other online environments at other institutions to enhance the patient experience in wide-ranging virtual care environments.

Key Takeaways:

  •  Identify how patient experience can shape virtual healthcare delivery.
  • Learn five key strategies for improving patient experience in virtual care.
  • Understand the key barriers to patient engagement and how to avoid them.
Susannah
Rose
Scientific Director of Research, Office of Patient Experience
Cleveland Clinic

2:40pm - 3:05pm

Telehealth

Disrupting Current Models of Care and Delivering Value
Petrus

In this session, attendees will discover how Mercy Virtual’s extensive Virtual Care Center, described as a “hospital without beds,” allows the 750+ care team to use highly sensitive two-way cameras, online-enabled instruments, and real-time vital signs to monitor patients wherever they are - hospital, physician office, or home.

President Randy Moore will share how the world’s first facility dedicated to telehealth mitigates downside risk in value-based contracts while delivering market-differentiated clinical, operational, and financial performance.

Key takeaways:

  • Learn how the use of virtual solutions for patient care is relevant in value-based healthcare delivery.
  • Identify current practices to find opportunity to integrate virtual care into current care processes.
  • Understand the potential value of integrating virtual care to disrupt the current models of care.
Randall
Moore
President
Mercy Virtual

3:05pm - 3:30pm

Social Determinants of Health

Engagement Demands You Consider the Whole Patient
Petrus

In this session, attendees will learn how the most successful performing provider system in New York mines multiple data sources data (claims, EMR, Ambulance, care plans and Rx) and uses data visualization to create heat maps and hot-spotting to identify and aggregate the cultural backgrounds of the people it wants to reach – most recently those struggling with asthma, diabetes, obesity and substance abuse disorder, including opioid addiction. This emphasis on not just clinical but social determinants of health variables creates a strategic advantage for the PPS partners.

Key takeaways:

  • By pinpointing the neighborhood as well at the age, sex and cultural background of individuals, the PPS can deliver targeted clinical programs as well as culturally sensitive/health literate education that those individuals understand.
  • As attendees will learn, this drives improved engagement and outcomes, maximizes limited resources and is key to pop health success and transitioning to value-based care.
Joseph
Conte
Executive Director
Staten Island Performing Provider System

3:30pm - 3:50pm

Value Based Care

What Matters Most to Patients and How to Deliver the Goods
Petrus

The overarching goal for healthcare providers, as well as for every other stakeholder, must be to improve value – and satisfaction - for patients. Here we defined value as delivering the health outcomes that matter most to patients at the lowest possible cost.

To that end, applications that empower patients, clinicians, and payers will influence the future healthcare delivery landscape in three distinct ways:

  • Patients will choose providers based on outcome value scores.
  • Providers will leverage data to make targeted improvements and learn.
  • Payers will measure ROI and direct patients to high-value providers.

In this session, as Nathan Tierney, the VA’s director of value management, will explain, absent a value-based approach toward achieving desired outcomes, patients, clinicians and payers will suffer the consequences of inefficient and poor quality of care, dissatisfaction, and increased medical costs.

Nathan
Tierney
Director of Value Management
U.S. Department of Veterans Affairs

3:50pm - 4:05pm
Creating a System-Wide Rounding Strategy: Lessons and Key Takeaways
Petrus

Coming soon.

Vanessa
Mona
Director, Care Experience
Henry Ford Health System

4:05pm - 4:25pm

From the Human Touch To Machine Learning

Remote Patient Messaging for Adherence and Engagement
Petrus

Patients love messaging with their providers, and messaging between in-clinic visits can improve adherence and outcomes. However, many providers are concerned about the extra time that may be associated with patient messaging.

In this session, attendees will learn best practices for using messaging to manage remote patients and keep them adherent to an interactive treatment plan.

The session also will debunk common myths about patient messaging, share tips and tricks for motivating patients, explore some of the costs of messaging with patients, discuss insights from machine learning applied to more than 80,000 patient messages to providers, and hear how artificial intelligence when combined with caregiver interactions can be used to scale care.

Key takeaways:

  • Patient messaging is a cost-effective way to encourage patient self-management, adherence and engagement.
  • Applying machine learning to patient messages can help scale care.
  • Messaging can fulfill all key factors for behavioral change with patients.
Tamara
Deangelis
Senior Physical Therapist
Boston University Center for Neurorehabiltiation

4:25pm - 4:50pm

Are You Listening?

Your Patients are Telling You What Needs to Change
Petrus

This talk will focused on key lessons learned--personal and professional - from in-depth interviews with patients and caregivers for the book, Participatory Healthcare: A Person-Centered Approach to Healthcare Transformation. It will especially highlight insights about creating great patient experiences and ways to use technology effectively in that process.

Key takeaways:

  • Patients want both high-tech AND high-touch medical care.
  • If you aren't focused on convenience for patients and consumers, you're missing the boat.
  • Listening to patient stories about their care is healing for patients, for staff, for institutions.
Lonnie Rae
Kurlander
Chief Executive Officer
Medal
Jan
Oldenburg
Speaker, Writer, Patient Engagement Thought Leader
Hugo
Campos
ePatient Advocate
Stanford Medicine X

4:50pm - 5:00pm
The Road Forward and Key Takeaways
Petrus

Host Adrienne Boissy wraps up the day, recapping the key insights, best practices, lessons learned, and sending attendees home with takeaways to take their own patient engagement and experience initiatives to the next level.

Adrienne
Boissy
Chief Experience Officer
Cleveland Clinic Health System

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