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Track 1 Engaging consumers in their health and medical decisions may encourage improved health status while potentially controlling rising costs. Yet, how do consumers want to be actively involved in their care or the care of their family members, and what sorts of clinical and service information do they need to make their health care decisions? What is the role of the hospital versus that of the employer, the insurer or the policy-maker to engage consumers? This track will address the actions that providers are taking to empower patients and their families to make proper use of health care services, pursue a healthier lifestyle and become more educated, responsible consumers of health care.
Thursday, July 24 • 4:00-5:15 pm Mary Kate Scott, Principal, Scott & Company, Marina del Rey, CA and Missy Krasner, Product Marketing Manager, Health Team Google, and Former Senior Advisor, National Coordinator of Health Information Technology, U.S. Department of Health & Human Services, Mountain View, CA Moderated by Ian Morrison, Palo Alto, CA Could the value of health care be enhanced, overall community health improved, and the rate of health care cost increases slowed if consumers were more directly engaged in health care selection and purchase decisions? This session will take you inside the perspective of the consumer with insights from Health Forum’s recent survey. You’ll learn about how consumers view hospitals, physicians and other caregivers, and insurers. Who do consumers rely on and trust most in the overall health care system? How do hospitals compare to other service-oriented organizations and institutions in their communities? Has the system gotten better at meeting consumer expectations and where would consumers like to see improvements? Panelists will address the strategies, practices and expanded services, such as retail clinics and personal health records that have the potential to bring the provider closer to the consumer. We’ll focus particular attention on the impact of emerging innovations on the provider community, and explore what providers can do to close the gap between what consumers want and what they are currently getting. Friday, July 25 • 10:30-11:45 am Garry Scheib, COO, University of Pennsylvania Health System, Executive Director, Hospital of the University of Pennsylvania, Philadelphia, PA, and member of the AHA Board of Trustees The University of Pennsylvania Health System (UPHS) dealt with its capacity issues and resulting patient satisfaction issues head-on: by embarking on a system wide campaign to improve patient flow. Starting at its flagship, Hospital of the University of Pennsylvania, and continuing at a sister hospital, Pennsylvania Hospital, UPHS built a patient flow infrastructure from the ground up. Both hospitals 1) implemented workflow changes in the Bed Management, Clinical Resource Management/Social Work, Patient Transportation, Nursing, and Environmental Services departments, 2) implemented a highly visible electronic patient tracking system, and 3) incorporated tools and metrics to ensure sustained performance. Both hospitals realized increased throughput and statistically significant improvements on more than 10 Press-Ganey questions related to patient flow. Work at the final hospital, Penn Presbyterian Medical Center, has started. In this session, you will learn how these changes are ensuring consistency in process and satisfaction for health system patients regardless of where they present for care. Saturday, July 26 • 10:15-11:30 am Hyung Tai Kim, MD, MBA, Vice President, Research and Development, Ascension Health, St. Louis, MO and Burl E. Stamp, FACHE, President, Stamp & Chase, St. Louis, MO Ascension Health, the largest Catholic and non-profit health system in the U.S., has focused intently during the past two years on better understanding the key drivers of the patient experience and how to influence them in a structured, sustainable way. Building upon the concept of “Net Promoter Score,” which was pioneered in other industries by leaders such as Enterprise Rent-a-Car and American Express, Ascension Health has created a four-part plan of action for moving beyond traditional patient satisfaction measures and percentile rankings. Strategies to build patient loyalty have far-reaching implications for executive teams. Critically assessing the way that front-line staff are recruited, trained, mentored and empowered to make positive changes in the patient experience are essential. With a primary focus on the importance of “emotional support” for patients and families, presenters will share strategies for development and implementation of specific initiatives for shaping these critical aspects of care. Track Underwriter:
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