Peggy Greco

Patient autonomy is a critical part of improving the patient experience, however, there are few efforts underway to shift practice patterns in a comprehensive manner that will support patient autonomy. True autonomy is not possible unless patients are informed, included, and independent (free of controlling external influences). We thus devised a comprehensive intervention designed to fully engage physicians and staff, as well as patients and their families, in the process of improving the health care experience by providing the pre-requisites to autonomy. This intervention utilized a “whole-clinic” approach; every clinic staff member and provider received assessment, guidance, and coaching on how to provide a patient experience that emphasizes keeping patients informed, included, and independent with a particular emphasis on teamwork and seamless and positive transitions for patients, from check-in to check-out.
There will be a particular focus on:
• Pre-requisites to autonomy and what true autonomy looks like in a health care setting
• Specific strategies for keeping patients informed, included and independent throughout an outpatient visit
• Lessons learned from this intervention that apply to inpatient settings
• The benefits of addressing all points of patient contact when facilitating autonomy

Potential Topics:

1. Prevention of physician burn-out—increasing provider engagement in PX efforts
Moderator: Peggy Greco, PhD, Clinical Psychologist, Director of Physician Coaching Program, Nemours Children’s Clinic

2. Purposeful leadership rounding
Moderator: Sandy Myerson, SVP & Chief Patient Experience Officer, Mount Sinai Health System

3. Using digital rounding to improve visibility and the patient experience
Moderator: Shawn Lemerise, VP, Business Development, CipherHealth

4. Exploring the connection between employees and patient experience outcomes
Moderator: Lynn Ehrmantraut, Senior Vice President, Performance Improvement, Avatar Solutions

5. Strategies for managing patients, patience and perception of wait time
Moderator: Jan Althouse, RDH, MHA, FACHE, LSSBB, Patient Experience Coordinator, Cook Children's Health Care System

6. Establishing a system-wide multi-disciplinary PX steering committee
Moderator: Renee Jones, Director, Patient Experience, The OSU Comprehensive Cancer Center-James Cancer Hospital and Solove Research Institute

7. Health literacy—closing the gap between clinicians and patients
Moderator: Doris Lopez, VP, Patient Experience, Interfaith Medical Center

8. Communication strategies to improve the patient-physician relationship
Moderator: Steven Kaplan, MD, Associate Chief Medical Officer,
Ambulatory Care and Patient Experience, New York-Presbyterian Hospital

9. Essential elements of a successful and sustainable patient experience strategy
Moderator: Rick Evans, Senior Director and Chief Experience Officer, Massachusetts General Hospital

10. Partnering patient experience with quality and safety
Moderator: Jean Ball, Chief Compliance Officer and Director of Patient Experience at North Shore Medical Center

11. Putting the value back on the patient/provider relationship
Moderator: Lance Donkerbrook, COO, Commonwealth ACO