2017 ePatient Summit - Agenda
Agenda subject to change.
Registration & Breakfast
Breakfast Sponsor WiFi Sponsor:
Welcome and Opening Remarks
Santosh Mohan, MMCi, FHIMSS
Susan Bukunt, RN, MPA, CPHQ
Morning Track: Patients as Consumers
The Ritz-Carlton Way To Creating A World-Class Healthcare Consumer Experience
It's hard to name a company in any industry with a better customer experience reputation than The Ritz-Carlton. And its legendary approach to customer service involves a lot more than luxurious accommodations. There's so much to learn for organizations in any industry—and especially healthcare—from The Ritz-Carlton's powerful, proven approach to delivering memorable experiences.
You will be introduced to The Ritz-Carlton service model for:
Session 2 SLIDES
The Business Case for Competing on Consumer Experience in Health Care
Gaining consumer loyalty is becoming increasingly essential for provider success in today’s market, but most hospitals’ current experience strategy is insufficient for building long-term patient loyalty. To win preference and build loyalty, leaders need to move beyond patient satisfaction to fully understand what consumers expect from providers—and then exceed those expectations. Join this session to expand how your organization thinks about health care consumer experience, and understand how information technology can help deliver exceptional patient experience that leads to consumer loyalty.
This session will:
Town Hall Breakouts / Session 3
Take a pick from three parallel breakout tracks that give you a closer look at business models, real-world approaches, and tools meeting the health care consumer’s growing demands for choice, engagement, and experience. Each track will present 3 structured real-world case studies in a problem–approach–results format, with presenters answering questions about their technology, strategy, or other related issues on your mind.
Track 1: Convenience and Access
Case Study Segment 1 - Video Visits and Same-day Appointments SLIDES
Case Study Segment 2 - ZocDoc: Driving Ease of Scheduling SLIDES
Case Study Segment 3 - Stanford Health Care: Bringing Health and Wellness to Where Your Work and Life Meet SLIDES
Jimmy Chen, MD
Track 2: Transparency and Service
Case Study Segment 1 - Castlight Health: Pricing Transparency in Action SLIDES
Howard M. Willson, MD, MBA
Case Study Segment 2 - Stanford Health Care: Shedding Light on Transparency Through OpenNotes and MD Ratings SLIDES
Lance N. Downing, MD
Case Study Segment 3 - UCSF: Creating Exceptional, IT-Enabled Service Excellence SLIDES
Track 3: Building Durable Relationships
Case Study Segment 1 - Marin General Hospital: Care Coordination SLIDES
Susan Cumming, MD
Case Study Segment 2 - UCSF and Salesforce: Transforming Relationships with CRM SLIDES
Case Study Segment 3 - Humana SLIDES
Aaron D. Kessinger
Session 4 SLIDES
How to Design a Consumer Strategy That's Right for Your Organization
So you’ve bought into the idea of consumerism. Now what? How do you begin to understand your consumers—who they are and what their needs and preferences are—and then leverage those insights to drive your business and market advantage? This session will share insights on how to build a customer strategy roadmap and discuss an approach that combines human insights with technology and analytics to deliver exceptional care that generates long-term consumer loyalty.
Attend this session to:
Afternoon Track: Patients as Partners
|1:15||Afternoon Track Kickoff and NorCal HIMSS Updates|
Afternoon Opening Keynote Panel / Session 5 SLIDES
Patient Driven Innovation, Design Thinking, and the Maker Movement
Participatory approaches such as “design thinking” and “maker movement” involving patients and caregivers have the potential to create some of the most innovative health solutions and improve experiences for everyone. But most of healthcare today is lacking the concept of participatory design. This keynote featuring TED Talk styled segments by experts from Mad*Pow, IDEO, and Maker Therapy will discuss how we can move healthcare forward in the continuum of design to complement the three concurrent strands fueling the surge of participatory and DIY mentality today: “I want to do it,” “I can do it,” and “let’s do it together”.
The TED Talk styled segments will:
Purpose Driven Design
Grant Wedner and Farzad Azimpour, Design for Health, IDEO
Empathy + Innovation in Healthcare
Gokul Krishnan, Founder and Creator of Maker Therapy SLIDES
Workshop Breakouts / Session 6
Take a pick from three parallel breakout tracks that give you a hands-on opportunity to learn how participatory approaches such as Maker Movement and Design Thinking can be used to innovate in health care delivery. During these sessions, interdisciplinary teams will work together, coached by experts, to explore and create “human-centered” solutions (ie. solutions that truly meet the needs of users) to real wellness and health care challenges.
Design Thinking Workshop #1
Sponsored and Facilitated by:
Participatory Design by Mad*Pow
Design Thinking Workshop #2
Creativity x Health by IDEO
Please bring a charged smartphone device (iOS or Android) to the session.
Changing the Conversation: How Patient Preferences Can Transform the Physician-Patient Consult
Having to discern and address patient preferences often adds complexity to health care, but understanding motivations and addressing choices adds value for care delivery. The new health care economy is finding innovative ways to elicit and act on patient preferences and deliver personalization on both the clinical side and the consumer side. This session will explore tools, concepts, and approaches such as shared accountability, decision making tools, and patient decision aids.
Attend this session to:
Featured Innovation #1: SLIDES
Arul Thangavel, MD
Featured Innovation #2: SLIDES
Fahd Khan, MD, MSE, FAANS
Closing Session: Patient Forum
Join us for a vibrant closing keynote panel session moderated by Sarah Krug from the Society for Participatory Medicine and featuring Voice of the Patient. This is your opportunity to hear from three vocal ePatients who will share their personal journeys navigating the healthcare system, weigh in on emerging models and technologies, and talk about their hopes for innovation. Come prepared to interact and participate!
This session will:
ePatient: Mary Schramke, PAMF Patient Advisory Council Member
ePatient: Judy Lin, Sutter Health Patient And Family Advisor
ePatient Community Builder: Roni Zeiger, Smart Patients
ePatient Event Chairs: Samir Batra and Santosh Mohan
Grab a drink and mingle with the other attendees. Our reception is being held in a truly unique museum space which allows attendees to experience the evolution of medical technologies and their impact on healthcare. Among the exciting exhibits of the “Innovations in Health Care” space presented by El Camino Hospital is “Anatomage” -- the world’s first virtual dissection table embedding a 3D interactive digital human cadaver! And yes, you can certainly get your hands on it!