May Patient Experience Summit Includes Nursing Track

By James Bryant, MSN, RN, CEN, CCRN, NEA-BC, Associate Chief Nursing Officer, Emergency Services, Cleveland Clinic

Healthcare is undergoing a fundamental change that places new emphasis on meeting the needs of patients as efficiently as possible. As nurses, one of the greatest honors bestowed on us is being entrusted with caring for the people of our communities. Our ability to engage, connect, empower and coordinate care across a variety of providers improves the patient experience.

Having an Office of Patient Experience with dedicated teams at Cleveland Clinic is tremendous. By focusing on the patient experience, we are creating brand loyalty. Most importantly, working to ensure that our patients and their families genuinely feel our care and compassion can help with having better patient outcomes. The power of nursing is incredible, and from May 17 to May 20, 2015, hundreds of nurses will gather for the sixth annual Patient Experience: Empathy + Innovation Summit to immerse themselves in this vision, taking their patient care to the next level. The event will be held at the Cleveland Convention Center in downtown Cleveland.

The summit brings together caregivers from all paths and locations (locally, nationally and internationally) for presentations, debate and candid discussions about key issues that impact the patient and caregiver experience. The four-day event features expert speakers, panel discussions and workshops focusing on positive patient experiences. Participants will have the opportunity to identify shared challenges, discover innovative solutions and inspire excellence.

I am particularly excited about the summit track that is focused on nursing, which will take a deeper look into how we can sustain the patient experience. These presentations from nursing leaders will include insights into ways to make our practice more cohesive and integrated within the patient visit with the goal of leaving us all invigorated.

We have a phenomenal lineup of speakers for the Nursing Track including:

• Who is Flying this Plane

Brenda Mullan, MSN, RN, CDP, ACNO, Ambulatory Nursing, Cleveland Clinic

• Coordinating Care and Managing Transitions: A Personal Narrative

Beth Ann Swan, PhD, CRNP, FAAN, Dean and Professor, Jefferson School of Nursing

• Relationship Activation: Why it Matters

Susan Paschke, MSN, RN-BC, NEA-BC, Senior Director of Ambulatory Nursing, Cleveland Clinic

• Nursing Panel Discussion with Brenda Mullan, MSN, RN, CDP; Susan Paschke, MSN, RN-BC, NEA-BC, and Beth Ann Swan, PhD, CRNP, FAAN
• Current trends in Patient Experience

Christy Dempsey, MSN, RN, MBA, CNOR, CENP, Chief Nursing Officer, Press-Ganey

• Sustaining What’s Most Important – How to Lock in Your Improvement

Susan Coyne, RN BSN, Continuous Improvement Embed, Cleveland Clinic; Matt Drew, RN, Nurse Manager, Cleveland Clinic; Melissa Vandergriff, Senior Process Improvement Specialist, Cleveland Clinic. and Anne Musitano, Administrative Director, Center for Operational Excellence, Akron Children’s Hospital

• Creating a World-Class First Impression in the Emergency Department
  Eric Heckerson, EdD, RN, FACHE, Patient Experience Coach, BLG, A HealthStream Company
• A Data Driven Approach to Our Journey of Excellence

Bonnie Proulx, APRN, Advanced Practice Nurse, Pediatric Gastroenterology, Dartmouth Hitchcock; Jodi Stewart, Communications Manager, Dartmouth Hitchcock, and Jason Vallee, PhD, MA, Director of Achieving Excellence, Dartmouth Hitchcock

• Fostering a Culture of Accountability – Care Service Standards at TGH

Wynne de Jong, RN, BScN, MScN‎, Director of Professional Practice, Toronto General Hospital
Sharon Roberts, BSc, MCPM, ITIL, MBA, PhD, Project Manager, Toronto General Hospital

Chief Nursing Officer Panel moderated by Kelly Hancock, MSN, RN, NE-BC, Executive CNO, CCHS and Chief Nursing Officer, Cleveland Clinic; Christy Dempsey, MSN, RN, MBA, CNOR, CENP, Chief Nursing Officer, Press Ganey; Cherie Guster, MSN, RN, Senior Vice President and Chief Nursing Officer, Akron General Hospital, and Elizabeth Murphy, RN, Vice President and Chief Nursing Officer, Mercy Health

• Books to Ignite Wonder: Must Read Recommendations for your Patient Experience Bookshelf

Mary Beth Modic, DNP, RN, CNS, CDE, Clinical Nurse Specialist-Inpatient Diabetes, Cleveland Clinic

• Effect of a Multidisciplinary Discharge Medication Concierge Service on Patient Satisfaction Scores moderated by Spencer Crook, PharmD, RPh, MS, Akron General Hospital;
  Kathy Donley, RPh, MBA, FASHP, Akron General Hospital; Maria McCarty, BS, RPh, Akron General Hospital; Rosie McDowell, PharmD, RPh, Akron General Hospital; Michelle Mordarski, BSN, RN, Akron General Hospital, and Shellee Wandel, , MSN, RN NE-BC, Akron General Hospital

As the healthcare environment evolves, the old ways of enhancing the patient experience will no longer be enough to achieve high performance. In many situations, it is nursing that takes the lead in patient experience. The upcoming Nursing Track at the 2015 Patient Experience Summit is a great opportunity to network and to take ideas back to your organization. I encourage all caregivers to take advantage of this summit. We look forward to sharing great ideas and improvements that will transform the patient care experience.

If you would like to learn more about these topics, visit the 2015 Patient Experience: Empathy + Innovation Summit website.