Monday, October 12th

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Join the conversation!
Opening Session
8:00 AM - 8:45 AM

Welcome to the Planetree International Patient Centered Care Conference!

The conversations will be rich and informative—and will take place in person, online and on Twitter.

Find out more about how to fully engage at the conference through joining our mobile app and tweeting at the hashtag #Planetree15. Dr. Debra Jasper and Betsy Hubbard, founders of Mindset Digital and sponsors of our Social Media Lab, will kick-off the morning with a high-energy session to help you brush up your digital skills, tune into conference conversations and join the online revolution.

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30-Minute Breakout Sessions

*Breakout Sessions will be announced by May 30th

Session Topics Include:

*Increasing patient and family engagement, e.g. accountable care, bundled payments, etc
*Preparing for the next wave of healthcare change, e.g. IT, accountable care, bundled payments, etc
*Doing more with less
*Maintaining momentum in your patient-centered care journey
*Differentiating your Organization in the Marketplace
*Measuring the impact of patient-centered care
* Improving performance on patient experience measures, i.e. HCAHPS, CG-CAHPS, CQI, etc
Reducing readmissions
*Increasing compassion in action
*Creating a positive work environment
*Improving transitions of care
*Delivering high quality, patient-centered care more efficiently
*Creating a healing environment of care
*Mergers and acquisitions
*Testimonials
*Staff Retreat Activities
*Patient Panel Sessions

Session Times

Session One - 9:00 AM - 9:30 AM

Session Two - 9:45 AM – 10:15 AM

Session Three - 10:30 AM – 11:00 AM

Session Four - 11:15 AM – 11:45 AM

Session Five - 1:15 PM - 1:45 PM

Session Six - 2:00 PM – 2:30 PM

Session Seven - 2:45 PM – 3:15 PM

Session Eight - 3:30 PM – 4:00 PM

Session Nine - 4:15 PM - 4:45 PM

9:00 AM -9:30 AM

Voice of the Patient: Planetree Focus Group Findings
Presenter(s): Jill Harrison, PhD, Planetree Advisor, Planetree
Organizations engaged on the person-centered care (PCC) journey are increasingly interested in tracking outcomes through clinical and non-clinical metrics. In an increasingly complex healthcare marketplace, tracking these outcomes is essential. While qualitative research is difficult to display in scorecards and dashboards, tracking outcomes of PCC through patient, family, and staff voices is vital to demonstrating outcomes for patients, as well as, organizational returns on investment in PCC. Focused on the lived experience of patients, family members, and staff, Planetree has developed a rich historical data set on the evolution of patient experiences in healthcare over the past four decades. In this session, Planetree Advisor Dr. Jill Harrison will share a summary of patient feedback, in aggregate and stratified by Designation status, healthcare setting, and patient population. Participants will learn how to leverage qualitative data to inform quality improvement initiatives within their organizations and to build an evidence-base that PCC is worth the investment.

Location: Salon A-D - 4th Floor

.5 CEU Credits

What's so Funny About Quiet at Night?
Presenter(s): Sharilee Hickey BSN, RN-BC, HNB-BC, CHI Health Good Samaritan
You may have heard the expression “ it takes a village to raise a child, but it takes an entire hospital to raise HCAHPS.” An interprofessional team was created that identified barriers to quietness in our hospital and develop strategies to promote rest and recovery. Taking quiet matters beyond Quiet at Night to creating a culture of Peace & Quiet in the patient care areas “ always.” Doing do by three simple rules and developing staff education that is fun and entertaining leaving the viewer knowledgeable and amused. Operation Peace & Quiet expanded our boundaries of ordinary education with the use of song, skits, short funny video, posters, stickers, and props.

Location: Salon H-K - 4th Floor

.5 CEU Credits

Nursing Track
Role Model Caring for the Caregiver: Teaching Healthy Balance
Presenter(s): Kathleen L. Raines R.N., MSN, APN, CDE Administrator; Jan Guinter, MS, RN, Project Coordinator, Hackensack University Medical Center
This program is designed to present the historical perspective of the meaning of self-care and its relevance to maintaining a mind-body-spirit balance. Personal responses to stress and the inability to adjust accordingly, can and will, foster the disease process. The case for the individual to perform self-care is framed upon a key statement from Hans Seyle’s, M.D., Endocrinologist, seminal work entitled, The Stress of Life.

Location: Arlington - 3rd Floor

.5 CEU Credits

Embracing Technology to Empower Patients: Bedside Patient Tablet Innovation Enhances Patient Education and Experience. Meet P.A.T.:Patient Access Tablet
Presenter(s): Maria Hale, MBA, Vice President, Office of Patient Advocacy and Patient Centered Care, Northern Westchester Hospital
Patients want to make their own healthcare decisions and want their healthcare team to provide tools for actively managing their care. An innovative teaching tablet has been designed to assist patients and their care providers achieve these mutually shared goals. Northern Westchester Hospital, in Mount Kisco, New York set out to design a system to provide patients the ability to view their personal clinical information, in a patient-centered, user-friendly format, at the bedside. This real-time platform, named P.A.T. (Patient Access Tablet) increases patient knowledge and enhances the partnership between the patient and care team. In our cybercrazed world, it is imperative for the clinical team to embrace the role of technology and its incorporation into how we educate and share information with our patients. Additionally, the intuitive design allows patients to enhance their clinical knowledge with information available at their fingertips and accessible at a time when they are ready to absorb it.

Location: Clarendon and Berkeley - 3rd Floor

.5 CEU Credits

Loving to Heal: Easing the way to wellness
Presenter(s): David Montgomery, MD
Participants will learn 3 common fear-focused health care practices that increase stress and exhaustion, diminish compassionate action and compromise healing processes. Inspirational stories will be presented that illustrate the transformational benefits when there is a shift from fear-focused caring to love-focused caring.

Location: Exeter and Dartmouth - 3rd Floor

.5 CEU Credits

A Healthy Driven Brand Launch
Presenter(s): Sheri Scott, System Director Communications and Creative Services, Edward-Elmhurst Healthcare
The session will feature information and examples of how Edward-Elmhurst Healthcare created a unique and differentiating brand for its newly merged health system and involved its entire community in improving their health. The Healthy Driven campaign, which featured racecar driver Danica Patrick, was recently named "Best in Show" for an integrated healthcare advertising campaign from the Healthcare Advertising Awards.

Location: Wellesley - 3rd Floor

.5 CEU Credits

Innovation Theater
Improved Patient Satisfaction Through Team Training
Presenters(s): Elvira Lang, M.D., CEO, Comfort Talk
Based on data from an NIH-funded clinical trial the participants will gain understanding in what drives patient satisfaction data, and how the data are obtained, converted into scores and formulated into rankings which determine payment schedules from CMS. The participants will learn through which mechanisms a training in rapport skills can dramatically improve satisfaction data.

Location: Suffolk - 3rd Floor

.5 CEU Credits

Clinician Track
Preparing New Physicians for the Future: A Patient-Centered Care Curriculum for Ongoing Education and Assessment
Presenter(s): Maria Maldonado M.D., Associate Chair of Medicine and Program Director Internal Medicine Residency, Stamford Hospital; Steven Horowitz M.D., Medical Director, Planetree and Cardiac Care Services, Stamford Hospital
The Accreditation Council on Graduate Medical Education now requires residency programs to evaluate physicians in training on their ability to practice patient-centered care. Resident physicians in a Planetree designated institution have a unique opportunity to learn in an environment that honors compassion and other components of patient-centered care. We convened a multidisciplinary committee charged with creating a curriculum that fosters the development of patient-centered skills together with minimum standards needed for resident progression and graduation. The committee consists of patients, representatives from departments of patient-centered services, internal and family medicine, surgery, obstetrics and gynecology, integrative medicine, patient relations, pastoral care, critical care medicine, palliative care and members of the Planetree physicians committee. The curriculum is designed to nurture empathy and the ability to engage patient and family members in the care of the patient. It will also focus on compassionate and collaborative communication not only with patients, but with all members of the healthcare delivery system. Components of patient-physician communication, apology and disclosure, cultural competency, empathy, spirituality in medicine, complementary and integrative medicine and breaking bad news will be emphasized and objectively assessed in serial fashion. Physician wellness and strategies to mitigate burn-out will be woven into the curriculum because of its profound impact on patient care. Baseline measures of empathy and burn-out will be assessed and tracked throughout the residency program to measure the impact of the curriculum. Patient satisfaction, nursing and peer evaluation surveys will be used to assess individual resident patient-centered performance and growth. Initial assessments and educational objectives will be presented during a full day of Planetree orientation for all in-coming residents.

Location: St. Botolph - 2nd Floor

.5 CME Credits

9:45 AM -10:15 AM

Customer Service in Healthcare..the Planetree Way
Presenter(s): Christopher Peck Director of Imaging; Judy Coleman, Chair Planetree PFAC committee, Columbia Memorial Hospital
Customer service is an accepted commodity in other industries, why shouldn't healthcare embrace the same expectations? This presentation parallels customer service in "business" and gives the audience insight into what "Health Care" customer service looks like, not just to the patient but also to the many departments in a hospital setting, referring MD's, office staff, vendors and outside facilities.
Based on the Plane tree philosophy of "patient centered care" this presentation makes everyone the "patient", and thus sets the bar high at providing excellent customer service to everyone we "serve".

Location: Salon A-D - 4th Floor

.5 CEU Credits

Advance Care Planning: The Importance of Defining Your Choices
Presenter(s): Jim Kinsey, Director of Member Experience, Planetree
End of life discussions are never easy, even for the most skilled practitioner. This session will provide practical steps and conversation assistance to ease the conversation while underscoring the importance of ACP for patients, families and ourselves.

Location: Salon H-K - 4th Floor

.5 CEU Credits

Nursing Track
Professional Nurse Portfolio Program
Presenter(s): Andrea Holecek, Director of Patient Care Services and Magnet Program Director, Bayhealth Medical Center
Participants will learn how a community hospital system in central Delaware utilizes an incentive-based model to encourage nurses to advance professionally and academically while contributing to the organization and the community.

Location: Arlington - 3rd Floor

.5 CEU Credits

Acceptance and Commitment Training (ACT) for Healthcare Professionals
Presenter(s): Marie-Claude Poulin, Planetree Coordinator, Centre de réadaptation Estrie
In the midst of major organizational changes, a rehabilitation center in Quebec teamed up with university researchers to develop and evaluate a mindfulness-based intervention that would be aligned with the Planetree values and promote wellbeing and resilience among their employees. This session presents the intervention and its results. A discussion on the ACT model applied with healthcare professionals will provide insight on how it relates to the Planetree model.

Location: Clarendon and Berkeley - 3rd Floor

.5 CEU Credits

CARe: Disclosure and Resolution Following Unexpected Medical Outcomes
Presenter(s): Lisa Buchsbaum, M.P.H., Project Manager, Patient Safety, Beth Israel Deaconess Medical Center; Pat Folcarelli, RN, Ph.D., Senior Director of Patient Safety, Beth Israel Deaconess Medical Center
Participants will learn about the Communication, Apology, and Resolution (CARe) approach to unanticipated medical outcomes as an alternative to malpractice litigation. This session will provide the opportunity to learn about how the program works, its development, and its progress in Massachusetts.

Location: Exeter and Dartmouth - 3rd Floor

.5 CEU Credits

Care Team Conferences: Every Patient, Every Day
Presenter(s): Joan Stephens, Planetree Coordinator; Deborah Lumpkins, Senior VP/CNO; Lisa Chambers, Nurse Manager, Cardiology Unit, Maury Regional Medical Center
Participants will learn how Maury Regional Medical Center utilizes our Care Team Conferences to ensure safe transitions of care, consistent communication to patients and family members by all members of the caregiving team, and enhanced communication and relationships between all members of the team.

Location: Wellesley - 3rd Floor

.5 CEU Credits

Innovation Theater
The New Paradigm in Healthcare
Presenter: Cynthia Hubbell, Director of Healthcare Strategy and Development, Tarkett
At the completion of this presentation, our objective is that you will have a better understanding of:

1. Explain how design can better accommodate the memory loss, cognitive decline and behaviors commonly caused by Alzheimer’s disease and dementia and improve overall quality of life for residents with these conditions.
2. Equip interiors to manage potential environmental triggers, such as light and sound, to reduce agitation and aggressive episodes experienced by those with Alzheimer’s and dementia.
3. Design spaces so that they are more easily seen and understood by residents with Alzheimer’s and dementia.
4. Create interior environments that promote safe ambulation and exploration.

Location: Suffolk - 3rd Floor

.5 CEU Credits

Clinician Track
Physician Burnout: Are There Any Solutions?
Presenter(s): Steven F. Horowitz, M.D., Medical Director, Planetree and Cardiac Care Services, Stamford Hospital; Joonun Choi, M.D., Director of Resident Cardiology Education, Chair of the Stamford Hospital Bioethics Committee
Physician burnout has reached epidemic proportions for both hospital based and private practice physicians. Recent surveys suggest burnout continues to grow despite increasing awareness of the magnitude and importance of the problem. While there is speculation as to whether physicians have an underlying burnout-susceptible personality, recent literature refutes that concept. A study of senior undergraduates headed for medical school suggests pre-meds have less depression than their industry-bound college classmates. It appears that problems start early in medical school and peak in middle age, thought to be due to the constant pressure of needing to be right, the erosion of the physician patient relationship, increasing regulations, time pressure, EMR documentation, loss of control and financial pressures. Balancing personal life with the increasingly unsatisfying bureaucratic side of medicine has become a primary conflict for physicians, not infrequently leading to a change in profession or early retirement.
Unfortunately, physicians remain reluctant to seek help. Lack of trust appears to be a major reason for inadequate physician utilization of hospital based support services. Also, physicians may not take the time to use web-based help sites, learning modules or professional counseling services. The need to more aggressively address this epidemic is apparent, not only from the personal toll of burnout, but because there are multiple negative impacts that have quality and service implications. These include diminished physician productivity, more conflict with administration, decreased patient satisfaction and more work related errors. In addition, depressed physicians are less likely to identify depression in their patients, which is a common accompaniment of office visits and hospital admissions. Consequently, it is clearly not only for the physicians benefit to address burnout but also for the health of the patient, the practice and the hospital.
Stamford Health Integrative Practices (SHIP) is a multispecialty group affiliated with the hospital consisting of more than 100 physicians. After a one year experience of a hospital based Planetree physicians committee, a program was identified that provided relief for many members of the committee. Each SHIP physician will be offered the opportunity to join a group of six to ten other physicians from different specialties to share in a group facilitated dinner meeting every other month. These dinners will provide a safe place for SHIP physicians to share their experiences and frustrations with a group of peers. The first and most important objective of the meeting is for physicians to develop a trusting and open relationship with their peers and to provide an outlet for frank and open personal discussions. Within the safety of the meetings the physicians will also be asked to share ideas and suggestions on how to make SHIP a more physician friendly organization, answering questions such as “what can SHIP do for the physicians to make it easier to provide patient centered care?”. Based on the experience of the original Planetree committee, it is hoped and anticipated that these dinners will help physicians rediscover meaning and passion, as well as restore some degree of control, perspective and balance in their personal and professional lives.

Location: St. Botolph - 2nd Floor

.5 CME Credits

10:30 AM - 11:00 AM

One Health System's Approach to Improving the Patient Experience
Presenter(s): Thomas Vaughan, MD, Chairperson / Diagnostic Imaging Department, Chairperson Medical Staff Development Committee; Kelly Abbrescia, DO, Medical Director, Emergency Department / Bayhealth Medical Center
This presentation will give examples how one system developed a physician group to improve the physician experience, define culture, and utilize tools to improve the patient experience.

Location: Salon A-D - 4th Floor

.5 CEU Credits

Using Key Metrics to Improve your Patient's Experience
Presenter(s): Erica Rajabi, MHA, Senior Administrative Director, NYU Langone Medical Center
A description of how we reviewed and implemented key metrics (in partnership with our internal reporting team) for outpatient care. We created a report card using the electronic medical record to track patient wait times, appointment lag time (i.e. how long it takes to get an appointment), and same day no shows. Using this data, we tailor our services to what the patient experience is and should be (less wait times, more options for appointment times like weekends and evenings, and investigate why patients no show).

Location: Salon H-K - 4th Floor

.5 CEU Credits

Nursing Track
Nursing Leading with Respect to Create a Customer Centered Work Environment
Presenter(s): Pamela L. Dunley, RN MS MBA CENP COO/CNO, Elmhurst Memorial Hospital
This session will address three key questions:
1) What are the key characteristics of nurse leaders that lead an empowered work force?
2) How does respect impact nurse engagement?
3) How does an engaged nursing work force impact HCAHPS scores?
Participants will have a clear understanding of a few practices that a nurse leader can utilize to develop a culture of RN engagement and ultimately improved HCAHPS results.

Location: Arlington - 3rd Floor

.5 CEU Credits

From Conflict to Creativity
Presenter(s): Kenda Spaulding, NHA, Assistant Administrator, E. Dene Moore Care Center; Jim Kinsey, Director of Member Experience, Planetree
This session provides specific approaches an organization can take to foster innovation. Participants can expect to learn how to draw out creativity, how to create a work climate that welcomes new ideas, and how to keep innovation moving once it appears.

Location: Clarendon and Berkeley - 3rd Floor

.5 CEU Credits

The Expanded and Evolving Role of the Hospital Ethics Committee in a Planetree Patient and Family-Centered Environment
Presenter(s): B. Paul White, General and Minimally Invasive Surgeon MD, Maria Hale, MBA, Vice President, Office of Patient Advocacy and Patient Centered Care; the Members of the Northern Westchester Hospital Ethics Committee
As one of the first five Planetree Designated Hospitals in the world, Northern Westchester Hospital has extensive experience in applying this patient and family centered philosophy to all facets of the hospital experience. This experience has led to a medical ethics committee whose role has expanded far beyond clinical consultations and the typical end-of-life issues addressed by most ethics committees. We participate in hospital financial decisions, care management decisions, community outreach, emotional and clinical support of the health care team, patient care initiatives and practically every aspect of the hospital environment. Our extremely broad-based committee, which consists of members of every level of the health care team as well as hospital administration and multiple community members gives us a wide ranging and, we feel, unique perspective on all of these issues. We invite and welcome participation in all clinical and ethical discussions by the involved patient and family members. We will discuss specific examples of these activities and how they can be used to impact the entire hospital environment including how to select and orient community members to be active participants in ethical discussions, how to create an environment that inspires candor in expressing opinions regardless of clinical or ethical training and the significant role our ethics committee plays in supporting the clinical providers of care, especially in times of crisis.

Location: Exeter and Dartmouth - 3rd Floor

.5 CEU Credits

The Power of Storytelling
Presenter(s): Martha Hayward, Lead/Patient and Public Engagement, Institute for Healthcare Improvement; Randy Carter, Senior Vice President, Planetree
Stories have the power to engage hearts and minds and to bring diverse interests together around common goals. Sharing their experiences of collecting and sharing stories in a variety of settings, faculty in this workshop will discuss how to tell a story and when sharing is most effective. Participants will learn about ways to harness patient and family stories as well as those of staff and clinicians. Tools and techniques will be shared, and through group work, each individual can develop a plan of action.

Location: Wellesley - 3rd Floor

*This session is 1 hour long

1 CEU Credits

Innovation Theater

Using Vital Data to Drive Organizational Change
Presenter(s): Paul Stillman, PhD, LFACHE, Senior Consultant, Vital Signs,Six Seconds
In a fast-paced, complex business environment, can you afford not to engage people to change? Sixty-six percent of critical organizational issues are tied to people and relationships and 70% of organizational change efforts fail. Learn about Vital Signs, the Six Seconds organizational model and integrated suite of assessment tools, including how to become certified. Vital Signs speaks the language of organizations, but is informed by Six Seconds' highly regarded model of emotional intelligence. The Vital Signs toolkit provides you with internationally normed, actionable data at the leadership, team and organizational levels to help you understand and transform the key drivers of performance.

Location: Suffolk - 3rd Floor

.5 CEU Credits

Clinician Track
A Patient Centered Approach to High Reliability Transformation
Presenter(s): Kenneth J. Dobuler, MD, Chair, Medicine, Griffin Hospital, Assoc. Clinical Professor of Medicine, Yale School of Medicine; Kathleen Martin, Vice President, Patient Safety and Care Improvement, Griffin Hospital
Griffin Hospital, a designated Planetree Hospital, has been a pioneer in advancing patient centeredness for over 21 years. In conjunction with acute care hospitals in Connecticut, Griffin embarked on a mission to integrate a culture of high reliability into our daily practices. Griffin Hospital will share how they incorporated Safety as a core value to providing patient centered Care through-out the organization. Learn how they achieved an 80% decrease in serious medical errors and adverse events through employee engagement with high reliability training to reduce preventable harm to patients and to employees. By the end of this session you will understand

1. How errors occur and adverse events happen
2. Learn simple methods to prevent errors
3. Learn techniques for employee engagement and empowerment through high reliability
4. Learn how to spread and sustain lessons learned through high reliability

Location: St. Botolph - 2nd Floor

*This session is 1 hour long

1 CME Credits

11:15 AM - 11:45 AM

High Tech & High Touch: Person Centered Care Personified
Presenter(s): Alan Manning, Chief Operating Officer, Planetree; Eric Stone, CEO, Velano Vascular
A compassionate blood draw- is it possible? Velano Vascular hopes to transform in-patient care with an innovation that enables humane and efficient blood draws. Beyond sharing a transformational technology, Velano Vascular and Planetree will illustrate the importance of thinking “beyond the ways things have always been done.” By co-creating engagement processes with patients and providers, transcendent technology can diminish suffering and increase engagement. Person-centered care lives at the intersection of inclusion and invention.

Location: Salon H-K - 4th Floor

.5 CEU Credits

Beyond the Square Footage - Creating An Experience within a Retail Space
Presenter(s): Victoria Day, Chief Financial Officer Sharp Coronado Hospital and Lauren Blacker, District Food Manager Sodexo
This session will describe the integration of evidence based design achieved through a shared vision with contracted business partners. We will describe the strong correlations between the physical environment and defined metrics for measuring success. Participants will gain an understanding of how to integrate Planetree components and Guiding Principles in the design of a nurturing environment. Presenters will share their process overview, implementation strategy and lessons learned.

Location: Salon A-D - 4th Floor

.5 CEU Credits

Nursing Track
From Exemplary to Extraordinary: How Our Journey toward Planetree Designation Propelled our Journey for Magnet Recognition®
Presenter(s): Kris Hughbanks, Director of Nursing Professional Practice; Carol Wahl, CNO/VP Patient Care Services, CHI Good Samaritan
Would patients and families seek out health care in a hospital that bragged, “Welcome to our facility: we usually manage your pain; we usually listen to you; we usually treat you with respect?” Learn how our preparation for Planetree Designation helped us implement innovative patient/family-centered initiatives that improved patient and staff satisfaction as well as proved invaluable for achieving Magnet Recognition. The mission of Planetree incorporates developing and implementing new models of health care which cultivate healing, and holistic practices and approaches. The Magnet Recognition Program® recognizes organizations for quality patient care, nursing excellence and innovations in professional nursing practice. Therefore, we found the two organizations work hand-in-hand to ensure the highest standards for patient/family-centered care and optimal patient outcomes that rely in nursing excellence and innovations. Thus, Planetree Designation and Magnet Recognition® propelled Good Samaritan from being a great hospital to “extraordinary.”

Location: Arlington - 3rd Floor

.5 CEU Credits

Can a Person Focused Communication Strategy Improve Patient Safety and Quality?
Presenter(s): Anne Axam, Project Coordinator, Patient Based Care, Clinical Excellence Commission, New South Wales, Australia
Participants will learn about a simple patient focused communication tool that encourages staff to engage with the carers of patients with dementia. Carers are an invaluable source of tipsand personal information that can be used by clinicians to improve care and reduce distress for the patient with dementia. Non-clinical tips help personalise the care and relieve some of the anxiety they experience during a hospital admission.

Location: Clarendon and Berkeley - 3rd Floor

.5 CEU Credits

Are you Listening to Me? Revising Policy from the Patient Perspective
Presenter(s): Jean Lydon, RN, MS, Associate Vice President, Patient Care Services; Joanne Muzzey, RN, MS, Director of Patient Advocacy and Planetree; Crystal Scott, Patient Family Advisory Council member, Elmhurst Memorial Hospital
A family member’s complaint led to the development of a task force to revise our 5 year old, Hearing Impaired Patient Policy. On the recommendation of the family member who voiced the complaint, the task force included a member from our Patient Family Advisory Council who is hearing impaired. The feedback and active participation of this patient representative changed the perspective of this committee. Our policy for hearing impaired patients morphed into one policy, to address patients with communication barriers. Having a patient with a hearing impairment on the committee educated the committee members as to types of hearing loss as well as common challenges and misconceptions faced by not only hearing impaired persons, but also any person with a communication barrier.

Location: Exeter and Dartmouth - 3rd Floor

.5 CEU Credits

The Power of Storytelling, cont'd.

Location: Wellesley - 3rd Floor

Innovation Theater
Engaging Patients in Their Care Through Technology
Presenter(s) Paula Timco, Chief Strategy Officer; Mike Speck, President of nuboHEALTH
To make healthcare more transparent and improve the quality of care in patient populations, we need to engage
patients and families in their care at a whole new level. While this is not a small task and requires a multifaceted
approach, the use of technology is a viable tool. Many patients, families, caregivers and clinicians
already use numerous forms of technology in their daily lives, from smart phones, to tablets to laptops. Why
not use these devices to create easy to use, real time information that helps connect patients and caregivers
and engages patients in their own care.

Location: Suffolk - 3rd Floor

.5 CEU Credits

Clinician Track
A Patient Centered Approach to High Reliability Transformation, cont’d.

Location: St. Botolph - 2nd Floor

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Lunch and Networking Session

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12:30 PM - 1:00 PM

Designation 101
Presenter(s): Christy Davies, Designation Coordinator, Planetree
The Planetree Patient-Centered Designation Program is an evaluative framework based on evidence and experiences associated with superior levels of practice of patient-centered care. This session will demonstrate how the recognition framework accelerates sites’ patient- and resident-centered quality improvement efforts by providing a set of actionable criteria that drive outcomes. The session will include practical guidance on the application process and the criteria and participations will learn how the pursuit Designation, or one of the intermediate recognition tiers, can generate powerful momentum to propel your organization’s culture change journey to new heights.

Location: Arlington - 3rd Floor

.5 CEU Credits

How 56 Pieces of Art Improved Patient Metrics by up to 58% and Daily Patient Volume by 17%
Presenter(s): Jason Korman, CEO, gapingvoid
Jason will discuss how art has the power to connect patients emotionally to better outcomes and align the care team to superior treatment. After installing 56 pieces of strategically selected art at a primary care clinic gapingvoid measured various patient, provider, and staff metrics. The results were pretty spectacular. Shifting environments through strategic use of art has been a successful tactic used by leaders for thousands of years. We approached the challenge of shifting patient perception of care as a cultural issue.

Location: Wellesley - 3rd Floor

.5 CEU Credits

Uncovering Staff Roadblocks to Deliver World Class Patient Experiences
Presented by Gautam Mahtani, Co-Founder and Managing Partner, Customer Feedback Systems LP
Over a period of 36 months, we did a deep dive across our client base to determine why some organizations can leverage real-time patient feedback to achieve high degrees of success; and why other organizations struggle. In this study, we defined success as setting and achieving goals. We uncovered an entire roadmap to success (eight key principles) on how to create a line of sight from team actions/behaviors to organizational goals. But by far the most interesting fact we found (and the reason we named this publication Rewarding Complaints) was that organizations who are highly successful at leveraging high velocity feedback loops (such as, Nurse Leader Rounding on patients as an example) are the ones who had a clear and consistent message to the patient-facing teams that this feedback exists purely to uncover and remove roadblocks and empower teams to better serve patients.

Location: Exeter and Dartmouth - 3rd Floor

.5 CEU Credits

1:15 PM - 1:45 PM

The Hierarchy of Engaging a Patient
Presenter(s): Alan Manning, Chief Operating Officer, Planetree
Implementing a comprehensive patient-centered model of care can be complex and overwhelming. This session will break the engagement of a patient into 5 fundamental steps that will simplify and stratify your activation strategies. This map will be paralleled to Maslow's Hierarchy of Needs.

Location: Salon A-D - 4th Floor

.5 CEU Credits

Patient-Centered Innovation in Healthcare Cuisine and Education at Northern Westchester Hospital
Presenter(s): Penny Paglia, MBA, RN, Director of Food and Nutrition Services; Maria Hale, MBA, Vice President, Office of Patient Advocacy and Patient-Centered Support Services, Northern Westchester Hospital
Healthcare providers understand that food brings comfort and healing. It is fitting that food and nutrition is a core component of quality nursing care. A hospital stay presents an ideal time to teach patients about the health benefits of a good diet, especially when managing chronic disease. To address a national gap in patient perception of Hospital Food, NWH embarked on a process redesign effort to transform food and nutrition at the bedside. Participants will learn how the hospital designed a no-barrier to food room service program where "patients order what they want to eat, when they want to eat it; meals are made fresh to order and delivered within 40 minutes to the patient's bedside and the nursing staff ensure patients are ready to eat their meal when it arrives. Participants will learn the infrastructure, staffing, costs and saving associated with this transition. Participants will learn how the hospital sustained patient satisfaction by the creation of a multi-disciplinary food process team - dedicated to the integrity of the patient centered process.

Location: Salon H-K - 4th Floor

.5 CEU Credits

Nursing Track
Maintaining Focus in the Face of Competing Priorities
Presenter(s): Carol Butler RN, MSN-HCA, Healthcare Executive
Jim Collins, in his book "Good to Great", espoused that high performing organizations consistently display 3 core behaviors. These 3 core behaviors will be explored in relation to maintaining focus on patient centered initiatives in spite of competing and rapidly changing priorities. Examples will be presented of practical application of strategies within healthcare organizations

Location: Arlington - 3rd Floor

.5 CEU Credits

Experiential
Getting to Know You: Recreating a New Employee Retreat to Create an Eye Opening Experience
Presenter(s): Kris Ruocco, Patient Relations Specialist; Aisha Coqueran, Planetree Program Specialist Stamford Hospital
Our team will share our orientation day one agenda that includes Stamford Hospital's journey to Planetree and a "blinded" approach to reflect on our patients’ perceptions, by walking in their shoes to prepare them to delve deeper into the patient experience. We will share the retreat day agenda (day three) and as an introduction, they will encounter warming up and finding out, who are they really. We will take our audience through one of our most effective exercises, "We Are Family," (prerequisite: bring a copy of a photo of a loved one!) and experience an array of patient scenarios that may occur at Stamford Hospital. The exercise will personalize their understanding of those scenarios by imaging their loved one as the patient. We will end with explaining another exercise, "Six Degrees," which invites our staff to learn about other roles in the hospital and how we all impact the patient/family and each other, whether indirectly or directly. Key takeaways participants can expect from session

• Walking in the patient and family hospital experience.
• A greater appreciation on how we impact our patients and each other.
• How we excite and empower our newest colleagues on the path to patient-centered care.

Location: Clarendon and Berkeley - 3rd Floor

.5 CEU Credits

Patients Help Chart the Course: Engaging Patients through a Patient and Family Advisory Council
Presenter(s): Ellen Gitt, Director of Service Excellence,Patient Advocate, CHI Good Samaritan
When patients are better informed and more involved, healthcare gets better. This workshop will explore the challenges and opportunities to strengthen the involvement of Patient and Family Advisory Council members in improving the patient experience.

Location: Exeter and Dartmouth - 3rd Floor

.5 CEU Credits

Pre-D Challenge: Reducing the Risk of Diabetes in the Community
Presenter(s): Dael Waxman, MD, Interim Chair, Department of Family Medicine; Medical Director, Patient-Centered Programming, CMC Mercy; Medical Director, Carolinas HealthCare System Integrative Health
Participants in this session will learn about a yearlong initiative to improve the health of the Charlotte and surrounding communities through the Pre-D Challenge, Carolinas HealthCare System’s prediabetes public awareness and screening program that touched the lives of over 50,000 people. The goals, strategy, implementation and results will be shared.

Location: Wellesley - 3rd Floor

.5 CEU Credits

Innovation Theater
High Deductible Health Plans: Preparing For The Migration of Risk
Presenter(s): Ryan Wheeler, President of HealthBridge Financial
There is a migration of healthcare risk away from payors and self-insured employers to patients in the form of high deductible health plans. Mr. Wheeler will cover the macro trends within the healthcare ecosystem and discuss ways to manage some of the unintended consequences of the Affordable Care Act.

Location: Suffolk - 3rd Floor

.5 CEU Credits

Clinician Track
Importance of Patient Preferences in Managing Chronic Illness
Presenter(s): Jim Kinsey, Director of Member Experience, Planetree
Identifying patient preferences is key to successful management of chronic disease. Using the Planetree Patient Passport, this session will describe the benefits to engaging patients in a conversation about their choices, preferences and goals related to chronic illness and management.

Location: St. Botolph - 2nd Floor

.5 CME Credits

2:00 PM -2:30 PM

Getting from For-Profit to For-Patient
Presenter(s): Noah Tolson, AIA, LEED AP BD+C, Lean Green Belt, Principal & Practice Leader, Planning, Array Architects; Jason Jones, Vice President, Patient Experience, Laser Spine Institute
Business has exploded in recent years for Laser Spine Institute. This growth is due to the positive results from their innovative surgical technique as well as their community hospital approach to care with their commitment to excellence and patient-centered tenets. By empowering their team members to excel clinically as well as keep the patient experience at the forefront of their daily tasks , the for-profit group has moved beyond providing exceptional care and embraced changing the culture of patient care.
In 2014, the LSI brand was re-invented. Concurrently, they invested in four new surgical center locations (including a new corporate headquarters / “super-surgery-center”) and two location renovations which incorporate the new LSI standards of care. Implementing Lean practices of design, Array studied their practices and used process simulation modeling to rapidly test layouts to increase throughput and utilization. By collaborating with a single design team and construction team for all projects, LSI continues to see increased standardization, coordination and speed to market. As each new and renovated site increases its market share, additional physicians can be added without negatively affecting patient care or the established/expected time a patient is being treated.

Location: Salon A-D - 4th Floor

.5 CEU Credits

Finding the Gem Within: Promoting Direct Caregivers to Leadership
Presenter(s): Laura Hancock, LPN, MDS Coordinator, Planetree Coordinator; Brenda Gussenbauer Admission and Marketing Director;Planetree Coordinator, The Rehabilitation Center at Sandalwood
Promoting the direct caregivers to leadership roles is powerful as there are fewer individuals that know what is important to residents and elevating them to positions of leadership insures that the needs of the resident and the voice of the resident has a conduit to the larger leadership team. Those relationships that were forged prior to becoming leaders also demonstrates organizational commitment to advancement, education and collaboration across the organization. Having CNAs and nurses that worked directly with the residents on a leadership team creates systems of advancement for individuals that would historically not have access to them.

Location: Salon H-K - 4th Floor

.5 CEU Credits

Nursing Track
Systems Approach to Pain Management Roadmap
Presenter(s): Sandy Robertson, RN, MSN, Chief, Patient Centered Care, Dawn Arceneaux, RN, Nurse Manager, Patient Centered Care, VA Greater Los Angeles; Soo Kang, MHA, Program Specialist, Office of Patient Experience
Participants can expect a lively story sharing of the journey from poor SHEP scores, to launching a new interdisciplinary workgroup to address systems issues, to new creative solutions which positively impacted pain management on inpatient units. Participants will leave with new ideas for addressing poor pain management scores, and the confidence that new solutions can be discovered by bringing new faces together.

Location: Arlington - 3rd Floor

.5 CEU Credits

From Despair to Hope
Presenter(s): Patricia Limpert, A.D., Peer Advocate; Beth Harris, RN, MA, PMHCNS-BC, Health Education Coordinator, New-York Presbyterian Hospital, Westchester Division
A consumer of mental health services and a psychiatric nurse tell the consumer’s remarkable story from the heights of privilege and promise to the depths of a profound mental illness, through her recovery to her work as a Peer Advocate giving the gift of hope to consumers in that same hospital.

Location: Clarendon and Berkeley - 3rd Floor

.5 CEU Credits

Activating Your Patient and Family Advisory Council (PFAC)
Presenter(s): June Berlinger, PFAC Co-Coordinator; Carol Anne White RN, Planetree Coordinator, Longmont United Hospital
Your PFAC can be a powerful partner in bringing the patient voice to organizational initiatives. The structure of your council, awareness of its potential contribution and the types of projects engaged, all contribute to your momentum. We will discuss the successes which have taken our PFAC in a positive direction, as well as our challenges and possible solutions.

Location: Exeter and Dartmouth - 3rd Floor

.5 CEU Credits

Patient Engagement in the Primary Care Setting: Lessons from the Field
Presenter(s): Paula Griswold, Executive Director and CEO, Massachusetts Coalition for the Prevention of Medical Errors; Tanya Lord, Patient and Family Engagement Advisor
Engaging patients is an effective strategy to improve patient safety and experience. PROMISES was an AHRQ funded project to improve patient safety, patient experience, and efficiency in small primary care practices. Through individualized coaching and collaborative meetings the practices learned strategies and skills to improve key processes. One of the topics in the training was improving patient engagement during all phases of the clinical encounter. This session will explore the tools, methods, successes and gaps of the PROMISES project to effectively engage patients. It will describe the recommended strategies for practices to engage patients in improvement, specific ways in which they did, and how practices could do more in the future.

Location: Wellesley - 3rd Floor

.5 CEU Credits

Innovation Theater
The Future of Arts in Healthcare
Presenter(s): Annette Ridenour, President; Naj Wikoff, East Coast Representative, Aesthetics, Inc.
2015 represents 25 years since the emergence and awareness of the role of Arts in Healthcare through the work of the Society for the Arts in Healthcare, (Alliance for Arts and Health), the Center for Health Design, and the Planetree Organization.

Annette Ridenour and Naj Wikoff have spent their 30 plus years leading the field through the development of visual, performing and participative arts programs. This presentation will communicate how the future of arts in healthcare will rely on how the arts can provide needed high touch to the healthcare experience and integrate into the changing technologies.

Annette will give examples of how artists are using the latest technologies to create more interactive and engaging art forms for patients and visitors. She will also show how artists are using technology to design and integrate their art with the design teams and building systems.

Naj will give examples of how the arts are influencing recovery from trauma for the military, the police and layman experiencing natural disasters as well as assisting hospitals achieve wellness and healthy living objectives for their patients, staff, and the greater community they serve.

Location: Suffolk - 3rd Floor

.5 CEU Credits

Clinician Track
Wherefore goes the relationship I have had with my personal physician?
Presenter(s): Dael Waxman, MD, Interim Chair, Department of Family Medicine; Medical Director, Patient-Centered Programming, CMC Mercy; Medical Director, Carolinas HealthCare System Integrative Health
In the U.S. there is a current and projected shortage of primary care physicians. Additionally, with health care economic shifts and the advent of value-based reimbursement, caring relationships are changing from a patient-physician to a patient-health care team model. To address these issues, in some new systems of care, the personal physician model is being supplanted by a team which includes a physician leader, advanced care practitioners (NP's and PA's), care coordinators, behavioral scientists, and other professionals. In such a model, patients may not ever see a personal physician on a continuous basis. This presentation will highlight the advantages and disadvantages of such a model of care with particular attention to the impact this may have on patient-centered, therapeutic relationships.

Location: St. Botolph - 2nd Floor

.5 CME Credits

2:45 PM - 3:15 PM

Maintaining Momentum: The Little Engine that Pushed the Big System
Presenter(s): Mary Ann Fuchs, VP of Patient Care, and System Chief Nurse Executive, Duke University Health System, Brenda Radford, Director of Guest Services, Duke University Hospital; Kathleen Lynam, Executive Coach
Bringing to life a strategic vision in a board room where creating the energy, flaming the embers and seeking the support of twenty five key stakeholders is one thing. Bringing that vision to life in a healthcare system of 16,000 people and moving that vision forward into reality every day amidst the hourly disruptions, challenges and competing burning platforms is entirely different. Hear the lessons learned by one world renowned health system in engaging patients, staff and providers in their quest to be a patient and family centered organization.

Location: Salon A-D - 4th Floor

.5 CEU Credits

The RUSH WAY for Achieving Patient Satisfaction the Cancer Center
Presenter(s): Phil Shaw, Director Patient Relations, Leo Correa, MBA, Associate Vice President Clinical Affairs-Cancer Services; Marie Duval, RN, BSN, MBA, Practice Administrator, Cancer Center, Rush University Medical Group
The RUSH R=ready, U=understand, S=solve, and H=hold is a standardized process improvement methodology incorporating all techniques (LEAN, Six Sigma, Kaizen, etc.) but emphasizes the importance of multi-disciplinary team membership. The sustainability of this process is dependent upon participation by an executive sponsor, project leader, representation from every level of staff as well as patients. This partnership is critical to understanding workflows and creative problem solving. Most important for sustaining gains is maintaining accountability, and day-in, day-out, attention to the effort.

Location: Salon H-K - 4th Floor

.5 CEU Credits

Nursing Track
High Reliability - Raising the Bar on Patient Centered Practice
Presenter(s): Amy Kosifas, Black Belt Sharp HealthCare; Deena O’Shea, Director Acute and Critical Care Sharp Coronado Hospital
Ensuring reliable systems, structures and processes to achieve zero defect and zero harm strengthens our commitment to Patient Centered Care practices that bring healing, quality care and commitment to excellence. Participants will learn how one organization sparked a discussion regarding high reliability and began to identify practices and programs that support this quest.

Location: Arlington - 3rd Floor

.5 CEU Credits

"Do you want to be here?" - BC's Journey to Listening to Our Long-Term Care Residents
Presenter(s): Lillian Parsons, Project Manager, Providence Health Care
Measurement of patient-centered care is both an art and a science. It is about providing the “technical aspect,” rigorous data that holds value for care providers, policy makers, and administrators, and the “human aspect “ a narrative that represents the true lived experiences and outcomes of the people who use our healthcare services. This session will explore the development and realization of the processes required to roll-out an experience of care survey to all residents (n=27,000 residents) receiving long-term care in British Columbia’s publicly-funded facilities (n=331 facilities). Learn about the customization of the inter RAI Resident survey tool; strategies employed to maximize inclusion of all residents, regardless of their cognitive or physical capacities; the engagement of residents and family members; the recruitment and training of volunteer interviewers. We will share the highlights, challenges, and tactics employed on our journey to understand the voice, needs, and expectations of our residents and their families/supporters

Location: Clarendon and Berkeley - 3rd Floor

.5 CEU Credits

Person-Centered Mental Health Facility Design: Is it Worth the Investment?
Presenter(s): Lisa Platt, Director of Business and Product Development, Planetree, Sheila Bosch, PhD.; Assistant Professor of Interior Design; University of Florida in the College of Design, Construction and Planning, Nicole Burgtorf, Human Resources Specialist & Planetree Facilitator; VA Ann Arbor Healthcare System
Given the lack of rigorous data investigating the relationship between specific design interventions and patient and staff experience and therapeutic outcomes in mental health units, further research is needed to help us understand how to design patient-centered environments of care that provide an optimal balance between safety and a sense of wellbeing that contribute to enhancing the therapeutic effectiveness of the environment. Certain recently recommended design strategies may engender mixed feelings among patients, families and staff (for e.g. open nursing stations.) There is a need for further research to shed light on the specific advantages and shortcomings of intuitive design elements such as open nurse stations, situational control over the environment, access to nature and other patient focused design interventions. Specifically, whether they are associated with enhanced patient and staff experiences and therapeutic outcomes and whether they impact the safety of the environment. Gresham Smith & Partners in collaboration with VA Ann Arbor Health System, University of Florida College of Design, Construction and Planning, and Planetree are currently engaging in case study based research to ascertain what types of design elements are the most successful in achieving positive outcomes for patients and increased satisfaction for staff in mental health units in order to prioritize environmental enhancements.

This research is seeking to understand from the perspective of former patients and staff what environmental antecedents contribute to feelings of patient and staff situational control, dignity, compassionate care and healing. Elements of Patient-Centered Resilient Design in VAAAHS current AIMH environment will be discussed as will the commonality these interventions have with other Planetree Designated® Mental Health exemplar sites.

Participants will gain a better understanding of how environment of care design strategies can be used to enhance the Patient-Centered care experience in mental health settings to achieve the objective of maximizing reliable positive outcomes in patient and staff experience and therapeutic quality outcomes/indicators. Key takeaways will include:

• What key environmental characteristics may positively contribute to patient outcomes and experience in a mental health unit.
• Are there potential challenges to such design strategies
• How to identify and leverage patient-centered design interventions to elicit a positive return on investment based on patient and staff outcomes.
• The impact of patient-centered design on organizational climate.
• The strengths and limitations of this research methodology

Location: Exeter and Dartmouth - 3rd Floor

.5 CEU Credits

To PCMH and Beyond: A Pathway for Achieving Patient-Centered Medical Home and Planetree Bronze Recognition
Presenter(s): Sara Guastello, Director of Designation and Knowledge Management, Planetree, Anne Elwell, MPH, RN, Principal & Vice President, Community Relations, Qualidigm; Michele Kelvey-Albert, Consulting, Director, Qualidigm
With the aims of delivering better care, spending healthcare dollars more effectively and promoting healthier people and communities, considerable attention is being focused on improving the delivery of primary care. The patient-centered medical home (PCMH) has emerged as a viable model for reducing healthcare costs and unnecessary utilization of services, improving population health and preventative services, and enhancing patient satisfaction. However, there is growing recognition that successful pursuit of PCMH is not enough to achieve true patient-centered transformation..

Complementing the PCMH journey with the Planetree Bronze Recognition approach advances PCMH beyond an operational concept to an actionable framework for transforming primary care practice. Such is the approach currently being piloted by a cohort of physician practices in the state of Connecticut as part of the State Innovation Model (SIM). In this session, participants will 1.) be introduced to this unique recognition pathway designed to both elevate and accelerate practices’ ability to enhance primary care practice and the patient experience of care; 2.) increase their understanding how the PCMH and Planetree Bronze criteria complement and advance each other; and 3.) be updated on the status of the in-progress pilot, with an emphasis on learnings to date.

Location: Wellesley - 3rd Floor

.5 CEU Credits

Innovation Theater
Demystifying Planetree: The Patient Experience through Evidence-Based Design
Presenter(s):Ann H. Adams; AIA, ACHA, EDAC, Associate Principal at Davis Partnership Architects; Melissa Piatkowski: Senior Design Researcher of Davis Partnership
Did you know that architecture and design can improve patient outcomes, provide a better business case, improve patient satisfaction, support safety, lift the spirit and provide joyful spaces which promote healing? This is the effect of Planetree design that we have all experienced. However, the prospect of finding solid evidence of Planetree’s effects is mystifying. It is mystifying because warm and fuzzy needs of the human spirit are often elusive and difficult to quantify. Being able to demonstrate that Planetree design has been realized is further complicated by feasibility, as the healthcare organizations do not always have the time and resources needed to develop a research agenda.
We will facilitate a discussion focusing on the mutually beneficial relationship between Planetree principles and the Evidence-Based Design approach. The session will be organized in three parts:
1. The need for research to fill the gaps in patient-centered design research
2. The benefit of participatory-research: involving patient representatives in the research process
3. A framework of feasible Evidence-Based Patient-Centered Design methods

Location: Suffolk - 3rd Floor

.5 CEU Credits

Clinician Track
Engaging Families in Research Training at Boston Children’s Hospital
Presenter(s): William O’Donnell, Family Advisory Council Co-Chair; Brenda Allair, Family Advisory Council member, Boston Children’s Hospital
Boston Children’s Hospital participates in the Harvard-wide Pediatric Health Services Research Fellowship Program, a two-year program that trains fellows in clinical research. Fellows’ research projects span a wide variety of topics, from patient safety and quality of care to improving health disparities. In the past few years, the need for family and patient participation in this program arose. To meet this need, Boston Children’s recruited members of its Family Advisory Council and Teen Advisory Committee to become a part of this research fellowship program. This presentation will discuss both families and teens’ roles in this initiative as well as the substantial impact they have made in improving fellows’ clinical research skills and projects. In addition, patient and parent input continues to be sought in other research efforts, beyond the fellowship training years. This session will:

• Highlight how to engage families in research-related projects, particularly with hospital fellows
• Outline Boston Children’s curriculum and structure for engaging families in research-related projects
• Discuss why and how families’ unique insights positively impact research

Location: St. Botolph - 2nd Floor

.5 CME Credits

3:30 PM - 4:00 PM

A Few Good Notes and Poetry in Practice
Presenter(s): Mary Rorro, D.O., Psychiatrist, VA New Jersey Health Care System
Dr. Rorro is a psychiatrist at the VA New Jersey Health Care System who blends music and poetry into her practice of medicine. She plays viola during the year in group therapy sessions and has witnessed the powerful therapeutic effects music has had for her patients and how poetry can be applied as a complement to care. She will discuss her program “A Few Good Notes” and its mission to share music with Veterans through Veteran and employee participation and include their feedback.

Location: Salon A-D - 4th Floor

.5 CEU Credits

Just Right Health Behavior Change Training: Who Needs What for a System Aligned for Patient Engagement
Presenter(s): Shelley Wroth, MD, Duke Integrative Medicine
We all know the need for more effective patient engagement in health behavior change that can prevent chronic disease. Yet as providers we continue to struggle to talk to patients about proven effective lifestyle measures for disease prevention and management. This session will provide a model for training providers in a system that is aligned to support patient engagement in health behavior change, using different team members to support different aspects of patient engagement and activation in healthier lifestyles. Prior research and current pilot projects utilizing this training at Duke including CMAs and medical students will be discussed.

Location: Salon H-K - 4th Floor

.5 CEU Credits

Nursing Track
Improving the Patient Experience in the Inpatient Psychiatric Setting
Presenter(s): Tena Vizner, PCC Specialist, NYP,Westchester Division and Payne Whitney Manhattan; Mary Ellen Brous, Director of Nursing Practice NYP/Westchester Division
This session will review several key best practices to improve the patient experience that are specific to the inpatient psychiatric setting. Participants will leave with improvement ideas that they can immediately implement in their own Hospital.

Location: Arlington - 3rd Floor

.5 CEU Credits

Home is Where the Heart Is: Chemotherapy at Home
Presenter(s): Katrine Seier Fridthjof, Nurse, Haematological Department
The Hematology Clinic was on the lookout for a way to be more responsive to patients’ needs and offer more flexibility and conditions much closer to their usual routines than possible at the ward. The device to kick this off is a small, portable pump that can be connected to the patient and thus making it possible to receive chemotherapy in their homes. The London University Hospital in The United Kingdom has being doing this for quite some time and has been instrumental in transferring knowledge and experience to Rigshospitalet. Our initiative is an intelligent adaption and extension of practices carried out by the London University Hospital as it customizes all patients to receive the chemotherapy at home and come in to the out-patient clinic every 2 to 3 days whenever possible.

• The possibility/chance to live out an idea
• How to mature and develop an idea, not having to solve a problem, but create more quality for the patient
• Framing the settings around big inward culture change for both patients and staff
• Perform education and preparation for both patient, relatives and staff
• Testing framework around having patients at home

Location: Clarendon and Berkeley - 3rd Floor

.5 CEU Credits

Patient Advisors 3.0: Emerging Trends and Future Roles
Presenter(s): Erica Steed, Manager of Patient and Family Engagement; Bernard Roberson, Administrative Director of PFCC; David Andrews, Patient and Family Advisor, GR Health
The roles of patient advisors are constantly evolving and their responsibilities vary between organizations. We provide a first-hand exploration into the tradition and newly emerging roles as described by an administrator and a patient advisor with several years of experience. Future-oriented partnerships and opportunities will also be discussed.

Location: Exeter and Dartmouth - 3rd Floor

.5 CEU Credits

A Research-Based Guide to Implementing and Evaluating a Person-Centered Approach
Presenter(s): Julie Béliveau, MBA, DBA, Professor, Université de Sherbrooke; Jean-Yves Simard, MBA, Reseach Consultant, Université de Montréal
This session will launch a guide based on the final results of a three-year participative action-research project that took place within five institutions of the Planetree Quebec Network. The guide includes three sections. The first one presents a logic model, built on the 51 Planetree designation criteria, that displays all the steps required in implementing Planetree, from decision to designation, as well as the expected outcomes on organizational performance. The second section showcases a 4-phase process model focusing on implementing and sustaining the Planetree approach within an organization. It includes lessons learned, pitfalls and best practices at each phase. The last section provides evaluation tools to assess the impacts of patient-centered care within the organization. It also offers a step-by-step approach to use the Learning History method as a way to closely follow perceptions of stakeholders during the implementation of Planetree and involve them in a collective learning process.

Location: Wellesley - 3rd Floor

* This session is an hour long

1 CEU Credit

Innovation Theater
Happy Staff = Happy Patient’s
Presenter(s): Bonnie Nichols, Director of Organizational Experience, Central Peninsula Hospital, Lisa Porawski, RN, Saint Anne’s Hospital, Loren Price, COO; Ernesto Rodriguez, MS, Sereneview
Reports of satisfaction are higher in hospitals where nurses practice in better work environments or with more favorable patient-to-nurse ratios. Bonnie Nichols from Central Peninsula General Hospital in Soldotna, Alaska will discuss how CPGH has implemented Sereneview curtains in several units and the impact its had with everyone. Lisa Porawski with Saint Anne’s Hospital in Fall River, Massachusetts will present how she performed a makeover to the ED psych holding room with Sereneview curtains.

Location: Suffolk - 3rd Floor

.5 CEU Credits

Clinician Track
The Doctor is LinkedIn - Leveraging the World’s Leading Professional Network
Presenter(s) Dr. Debra Jasper and Betsy Hubbard, founders of Mindset Digital and sponsors of our Social Media Lab
Top healthcare institutions across the country are seeing tremendous growth in the number of people following them on LinkedIn. That’s
right, LinkedIn. What was once an overlooked social media channel is becoming one of the most popular in the healthcare arena. Why? Hospitals and more than
two million doctors and nurses are using LinkedIn to expand their connections, increase their thought leadership and build their brand reputation.

In this fast-paced session, Debra Jasper and Betsy Hubbard, founders of Mindset Digital, will demonstrate how to use LinkedIn more effectively for both
your organization and your own brand (LinkedIn, after all, is a powerful microsite of you). They’ll cover how to write an effective profile, use key words
for search engine optimization and illustrate how today’s healthcare institutions are sharing content that keeps them top of mind.

Location: St. Botolph - 2nd Floor

This is a one hour session

1 CEU Credits

4:15 PM - 4:45 PM

The Reduction of Suicide through Reduction of Means
Presenter(s): Diane McGrogan MSW, LCSW, DCSW, ACM; Christiana Paul MA, MFT
Every day the Psychiatric Social Workers at Sharp Mesa Vista Hospital interact with patients who are in crisis. Many patients are psychotic, suicidal, homicidal or detoxing from drugs or alcohol. A large percentage of patients have recently tried to kill themselves or were experiencing suicidal or homicidal thoughts. In large part, SMV’s efforts are to keep them safe during their inpatient treatment and as they transition to the next level of care. Participants can expect a lively discussion surrounding the controversial argument across America of the right to bear arms. Participants will also understand how we work with the patient's Care Partner/ family/friends to assist in removing firearms from the home and inhibiting access to firearms.

Location: Salon A-D - 4th Floor

.5 CEU Credits

May the Force Be with You: Spirituality Reimagined
Presenter(s): Rev. ReBecca Sala, M.Div., BCC, Manager of Pastoral Care; Jmel Wilson, Chaplain, Stamford Hospital
Spiritual Care at Stamford Hospital embarked on a new mission and vision in May 2014 when the department transitioned to the Patient-Centered Services Line. This session will describe the new and innovative ways the chaplains engage and support patients, families, staff and the greater Stamford community.

Location: Salon H-K - 4th Floor

.5 CEU Credits

Nursing Track
Innovative Integrative Health and Healing Nurse Mentorship/Training to Improve Efficiencies When Offering Integrative Healing Approaches on Inpatient Units
Presenter(s): Sandy Robertson, RN, MSN, Chief, Patient Centered Care, Dawn Arceneaux, RN, Nurse Manager, Patient Centered Care, VA Greater Los Angeles; Soo Kang, MHA, Program Specialist, Office of Patient Experience
Participants can expect an informative case study detailing the journey to train nurses in integrative health and healing modalities, the assumptions that were made after the trainings, and the outcomes when "re-trenching" is done to recreate a program to include ongoing mentorship and training.

Location: Arlington - 3rd Floor

.5 CEU Credits

Providing Pro Bono Physical Therapy via a Center for Clinical Education & Health Promotion
Presenter(s): Jane Baldwin, DPT, NCS, Assistant Professor, MGH Institute of Health Professions, Client, Caregiver, Student
This session will describe the planning, creation, and sustainability of the PT Center for Clinical Education and Health Promotion which provides pro bono physical therapy services to individuals who would not otherwise receive PT. Additional topics presented will include:

• Suggestions on how this model could be carried out in many settings with various disciplines
• Outcome data supporting the benefit of continued PT services
• Client and caregiver testimonials to the benefits of receiving care at the Center
• Student insights into the benefits of providing care in the Center

Location: Clarendon and Berkeley - 3rd Floor

.5 CEU Credits

Experiential
Music Inspires…Music Awakens: Implementing Music Therapy for the Non-Music Therapist
Presenter(s): Nancy Scercy, MHA, BSN, RN, NE-BC, Nurse Manager, Carolinas HealthCare System - Mercy

Attendees in this session will experience the core Planetree principles of Nutrition for the Soul (Arts and Entertainment) and Caring for the Caregiver in this re-creation of a 30- minute segment from a teammate retreat on the benefits of music for both patients and themselves.
The session begins with a short YouTube clip...which shows an elderly patient, who, when he encounters music from his past, transforms from being nearly catatonic to communicating in a more enlived way. This video sets up participants to consider the power of music not only within their clinical setting, but also within their lives. Participants then listen to diverse music clips which evoke a variety of emotions. By using journal techniques, they will jot down the feelings and memories elicited. After the final music clip is played, participants will be invited to verbalize their responses to the larger group. This large group discussion will illustrate how each person responds uniquely to music related to their temperament and previous history. Just as participants come from different background and musical tastes, so do teammates find points of connection in music that transcends ordinary differences. Not only educational, this session provides a renewal of energy, a sense of play, and excitement.
Finally, the presenter will share responses from some teammates who took part in this segment of the retreat. Specifically, this activity created a sense of community and cohesion. It elicited stories, memories, and emotions which when shared, heightened a sense of appreciation for one another. They left with a renewed energy, vitality and commitment to build a healing environment at their workplace and within themselves.
Key takeaways participants can expect from session

• Demonstration of music’s potential to awaken and inspire patients.
• Participants will learn a tool for implementing the healing art of music when there isn’t a music therapist close by.
• Reminder to staff of the power of their memories and its association with music.
• Understanding that this activity can enhance a renewed focus on patient-centered care.
• Experientially understand that deeper teammate engagement also occurs through fun and play

Location: Exeter and Dartmouth - 3rd Floor

.5 CEU Credits

A Research-Based Guide to Implementing and Evaluating a Person-Centered Approach, cont’d.

Location: Wellesley - 3rd Floor

Innovation Theater
Prepare, Learn, and Engage: Patient Engagement using a Digital Health Tool to Improve Surgical Outcomes
Presenter: Ayesha Khalid, MD, FACS, Clinical Instructor, Harvard Medical School,
Surgical Director and VP Business Development, Doctella.com
Patients need to be at the center of their care; few will argue with this statement. But how to make it happen? Doctella is a patient safety technology company that partners with surgeons to help their patients do three critical things: prepare, learn, and engage during the entire continuum of their surgery process - from the time they are considering having it through their recovery at home. It uses a mobile and web-based platform that’s easy-to use, playful, and encourages patients to share their story, click on useful links and customized Q&As, and syncs with their mobile calendar for reminders about important actions, medication refills, etc. We are now piloting Doctella in Dr. Khalid’s practice, at Johns Hopkins, Howard University Hospital, and many others across the country. Learn how Doctella can help you involve patients in their care. For more information visit www.doctella.com

Location: Suffolk - 3rd Floor

.5 CEU Credits

Clinician Track
The Doctor is LinkedIn - Leveraging the World’s Leading Professional Network, cont'd.

Location: St. Botolph - 2nd Floor

.5 CME Credits

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Opening Reception

Opening Ceremony

Are You #PlanetreeBrave ?

Opening Keynote - Beyond the Bedside

Sarah E. Kucharski

Alan Manning

Alan Manning is the Chief Operating Officer at Planetree, Inc., a mission based non-profit dedicated to pioneering methods for personalizing, humanizing and demystifying the healthcare experience. Within his role, Alan facilitates a variety of leadership development and management training sessions for organizations, as well as physician retreats that reconnect purpose with practice. Like so many of his Planetree colleagues, Alan has facilitated countless patient and staff focus groups across the continuum of care, providing him unique insights into the vital perspectives of those on the front lines of healthcare.

Prior to joining Planetree, Alan was the Director of Operations for a rapidly growing benchmarking firm who partnered with colleges and universities to develop strategic plans to meet their organizational objectives. Alan helped to grow Sightlines from 7 employees and 40 clients to over 70 employees and almost 400 clients during his tenure.

In 2009, along with his wife, Mr. Manning cofounded a non-profit organization dedicated to providing resources to critically ill children, their families, and the people who are dedicated to caring for them. The genesis for Kisses from Katie came from Alan and his wife’s personal journey as caregivers to their first born daughter, Katie, who died from a congenital heart defect. In 2015, Alan became the newest board member of the Connecticut Center for Patient Safety.

Adrianne Haslet-Davis

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You Say You Want a Revolution?