Patient Experience Design and Innovation

To address patient experience in a way that would “move the needle,” the senior executive team at Banner-University Medical Center Phoenix restructured the department. Patient experience strategy and operations now rest with the Chief Nursing Officer and Chief Medical Officer. Capitalizing on the restructuring, the CNO and CMO revised leader rounding expectations, processes, and report outs to be more transparent, foster the cultural expectations, and connect better with patients and families. These expectations were reinforced through simulation sessions and reformatted report outs.

At the end of this session the learner will understand:
• How to incorporate simulation to enhance leader understanding of rounding expectations
• How different structures can accelerate buy-in and ownership of the patient experience throughout the enterprise

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Physicians are at the center of the care delivery team and ensuring they are aligned with a culture of service excellence and professionalism is essential. This talk with share the experiences of Vanderbilt in developing and sustaining a physician culture of service excellence.
Items that will be covered will include:

• Evaluating and Providing feedback to physicians
• Messenger system for high risk events
• Helping physicians take control of their professional reputation

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There are few relationships in a person’s life more important than those with his or her healthcare providers. A patient seeking care from any type of provider should be treated as an individual, not a number. Yet the treatment of patients is a far cry from the amazing service we’ve come to expect from virtually ever other industry. While providing superior, consistent service is essential to thriving in today’s environment, it is easier said than done. This session will show:
• What factors contribute to fragmented care delivery;
• How to identify the hidden challenges that are sabotaging patient relationships (disparate data silos, delayed issue tracking, and lack of real-time insight);
• How to create a roadmap to move to value-based care;
• How St. Vincent Seton Hospital drove improved clinical outcomes, improved the patient experience, and achieved significant savings by implementing healthcare relationship management.

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A newer seat in the hospital and health system c-suite is the Chief Patient Experience Officer. But what does this role really entail? Here some lessons learned from CXOs making a difference at their organizations.

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Today’s patients are mobile, connected and informed. At Mayo Clinic, we put the patient’s needs first, which means we seek to understand our patients, and expand their experiences to best use digital and mobile technology. In our Brand Experience group, we use Patient Journey Maps, Behavior Maps and Multi-user Schematics to synthesize insights, and target key touchpoints. As we look to the near future, learn how Design and Big Data are actively changing the practice of Patient Experience and its impact on Brand.

Learning Objectives:
• How to map the holistic Patient Experience
• Design your brand touchpoints to include mobile
• Imagine the future of data-driven experience

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This session will explore mobile and other digital tools that improve patient engagement not only at the bedside but at home as well. Panelists will talk about some of the digital tools they are using that improving patient engagement with their provider and also with their own health. Discuss:

• Examples of digital tools that are improving patient experience and outcomes
• Training clinicians and staff to use new technology
• How to encourage patient engagement and adoption of digital tools
• Improving collaboration with your marketing and IT teams

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It's time to design products to capture life and physiologic signs invisibly... usually through non-invasive sensors that don't require a single drop of blood, but just whiffs and sniffs. And when it is visible, it must be designed to feel wonderful.

Remember doctor's visits when you were growing up? The wooden tongue depressor. The well-worn stethoscope. That weird thing they jammed in your ears. And now, my young children are getting about that same treatment. But that is going to change.

As design harnesses digital, materials and networking technologies, a very new health experience is just over the horizon. Proactive, lifestyle design. Tracking real-time health data. Non-invasive tools. Custom "just for you" treatments based on your actual genome. These are all real technologies, being used by ordinary people. Together they are leading us to "stage zero" detection and treatment which has the potential to double or better the lifespan of every first-world citizen. Not science fiction, the children of the 2020's will only know this reality. Tongue depressors will be limited to school craft projects and popsicles. And it is all the product of technology and design.

From Bathroom to Healthroom introduces participants to the macro factors shaping these realities, along with an in-depth exploration of the various impacts of and opportunities for design.

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