Dale Shaller, MPA

Managing Director
National CAHPS Database

Dale Shaller has devoted over three decades to the design, implementation, and evaluation of health care quality measurement and improvement programs, with a special focus on listening to the voice of the patient and promoting methods for engaging consumers in managing their health and health care. He has served as a member of the Harvard and Yale CAHPS research teams for 15 years, and has directed the national CAHPS Database since its inception in 1998. Mr. Shaller led the technical assistance team on patient experience for the recently concluded 7-year Aligning Forces for Quality program funded by the Robert Wood Johnson Foundation. He is a co-author of The CAHPS Improvement Guide and numerous other publications related to strategies for measuring and improving the patient experience. He has served on many national health care advisory panels and is a frequent writer and presenter on health care quality and patient engagement strategies. He received his B.A. from Kalamazoo College and holds a Master's degree in public affairs from the Humphrey School of Public Affairs at the University of Minnesota.

Check out the incredible speaker line-up to see who will be joining Dale.

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Your Patient Experience Strategy and Execution

Thursday, February 12th, 2015

15:20 The Evolving CG-CAHPS Landscape: What You Need To Know

The CAHPS Clinician & Group Survey (CG-CAHPS) has become the national standard for assessing patient experience in ambulatory care practices. Health systems and medical groups face an increasing array of requirements to collect and report CG-CAHPS for public transparency, value-based purchasing, and certification and recognition programs. This presentation will describe the latest developments in CG-CAHPS survey design and testing, including the transition to version 3.0 and new research on collecting patient narrative information to complement close-ended survey questions.

Learning Objectives:
• Learn CG-CAHPS 3.0 core survey content and supplemental items
• Understand strategies for aligning the expanding number of survey requirements
• Explore opportunities for collecting and using patient narratives with CG-CAHPS

16:15 PX Leaders Champagne Roundtable Discussions

Potential Topics:
1. How to get involved with technology decisions at your organization

Moderator: Samir Batra, VP, Patient Engagement, OneView Healthcare

2. The evolving CG-CAHPS landscape—what you need to know
Moderator: Dale Shaller, MPA, Managing Director, National CAHPS Database

3. Achieving employee engagement from the front office to the back office
Moderator: Brenda Johnson, VP, Experience and Service Excellence, Dimensions Healthcare System

4. Future-state journey mapping to unlock PX innovation
Moderator: Jeff Miller, Account Development Manager & Principal Customer Experience Consultant, CustomersFirst Now

5. Mastery simulation hourly rounding
Moderator: Kathy Bachman, Patient Experience Manager, Office of Service Excellence, University of Kentucky Healthcare

6. Leveraging a healthcare relationship management system to attract and retain patients
Moderator: Jason Wolfgang, Director, Product Management, hc1.com

7. Improve your HCAHPS Pain Scores to drive ‘overall’ success
Moderator: Megan King, MSN, RN, Director, Patient Experience, Geisinger Health System

8. How to ensure sustained patient experience improvement through a culture of accountability
Moderator: Tracie Clang, Performance Improvement Coach, TruthPoint

9. Leadership and mindfulness
Moderator: Melanie Saiedy, AVP for Organizational Effectiveness, Continuous Learning, MedStar Health

10. Using lean principles to improve every aspect of the patient experience
Moderator: Jennifer Phillips, Innovation Director, Virginia Mason Medical Center

11. Ideas for transforming the in-room experience

Moderator: Marina McDonough, Vice President, Innovation, Optum