An Extraordinary Experience Every Time
Program
| Time |
Event |
| 7 to 8 a.m. |
Registration and Breakfast |
| 8 to 8:15 a.m |
Welcome and Dedication
Donald Wolff Jr.
Elizabeth Concordia |
| 8:15 to 8:45 a.m. |
Remarks
Quality and Safe Patient Care: The Interprofessional Mandate
Loren Roth, MD, MPH |
| 8:45 to 9:30 a.m |
Keynote Address
Alan Green |
| 9:30 to 9:50 a.m |
Break
Networking and Poster Session |
| 9:50 to 10:50 a.m. |
Plenary Session
The Social Construction of Exceptional Clinical Teamwork
Paul Uhlig, MD |
| 10:50 to 11:00 a.m. |
Putting Patients First Award
Ellen J. McCormick Award |
| 11 a.m. to noon |
Learning Laboratory 1
A. How to Put the Patient in Patient-Centered Care
(Learning Lab 1A requires 2A)
or
B. Exceeding Expectations and Enhancing
the Physician-Patient Relationship
Michael Culyba, MD
or
C. It's Your Business: What to Do
When Patients and Families Are Angry
Elizabeth Chaitin, MSW, MA, DHCE |
| Noon to 1 p.m. |
Lunch (box lunches provided)
Networking and Poster Session
(Vote for your favorite poster presentation) |
| 1 to 2 p.m. |
Learning Laboratory 2
A. How to Put the Patient in Patient-Centered Care
(Learning Lab 2A requires 1A)
or
B. Make Wishes Come True: Deciding What’s Important Together
Daniel Petro, MD
or
C. Health Information Exchange: The Cornerstone of Quality Care
Doron Netzer, MD
Rina Yahalom, MD |
| 2 to 2:15 p.m. |
Break |
| 2:15 to 4:15 p.m. |
Plenary Session
It’s All About Leadership
Diana Oreck, Vice President
Ritz-Carlton Hotel Co., LLC |
| 4:15 to 4:30 p.m. |
Closing Remarks
Tami Merryman
People’s Choice Award |
Highlights
Keynote Address
Alan Green, former senior vice president for administration and operations of the UPMC Physician Services Division, which employs thousands of doctors in academic faculty, community-based, and emergency department physician practices, shares his uniques insights on the challenges of delivering extraordinary patient experiences in today’s complex, demanding health care environment. Mr. Green has devoted his career to the management of sophisticated health care operations in both hospital and physician office settings, and he recently was a hospital patient himself, giving him a rare dual perspective on the health care experience.
The Social Construction of Exceptional Clinical Teamwork
For care to be really great, patients, families and care team members need to be communicating well and on the same page. Research shows that despite best efforts, people working together in health care often have surprisingly divergent goals and perceptions. Why is this? How can things be better?
Dr. Uhlig will describe how a theory of knowledge known as social constructionism focuses on how groups “co-create” their own perceived realities through their interactions and conversations. Social constructionism explains why people in different health care roles can view things in different ways and often end up misaligned. More importantly, social constructionism offers methods and hope for anyone who wants to do an even better job of working together. At the completion of Dr. Uhlig’s presentation, participants will be able to describe concepts of social constructionism and methods that can help care teams, patients, and families achieve exceptional clinical teamwork.
Learning Laboratory 1A and 2A
How to Put the Patient in Patient-Centered Care
Patient- and family-centered care — what does it really mean, and how can you bring the voices of patients and their families to your practice? This two-session learning lab will present the basics of patient-centered care, including discussions with a panel of various health care providers about the real-world benefits and challenges of talking frankly with patients. Participants will receive a CD with resources that will help them incorporate the voices of patients into their daily work.
Learning Laboratory 1B
Exceeding Expectations and Enhancing the Physician-Patient Relationship
Effectively managing health care quality, access, and costs requires a strong partnership among patients, physicians, employers, and health insurance plans. UPMC Health Plan has developed a Partners Program designed to strengthen the physician-patient relationship by encouraging coordinated care and guiding members to make more informed health care choices. Dr. Culyba will describe the program and explain how it helps produce greater patient satisfaction with the health care experience by enabling members to take a more active role in their health care. For example, members can find answers to their common questions about health care, such as how to understand and manage cholesterol levels, how to quit smoking, what to watch for when taking prescription drugs, and how to manage chronic illness. Dr. Culyba also will discuss the Health Plan’s support for physicians and other health care providers through multiple resources and practice enhancement tools. The ultimate goal for the Partners Program is to exceed members’ expectations and help providers deliver the best possible care.
Learning Laboratory 1C
It’s Your Business: What to Do When Patients and Families Are Angry
The purpose of this didactic and role-playing learning lab is to teach participants how to respond to anger and stress in the hospital work place. Through the use of paradigm cases and role play, participants will be able to both observe and experience effective ways to de-escalate stressful encounters through talk and body language.
Learning Laboratory 2B
Make Wishes Come True: Deciding What’s Important Together
End-of-life communications with patients and caregivers involve several important issues and concerns. These include the cultural style of the communications and the particular methods selected to make them. This interactive session will provide the participants with an opportunity to identify and learn about end-of-life communications. Dr. Petro will explain how utilizing specially made game cards can assist health care providers in promoting conversations with their patients well in advance of a serious illness, or when providers are faced with having an end-of-life discussion with a patient and/or caregiver.
Learning Laboratory 2C
Health Information Exchange: The Cornerstone of Quality Care
Clalit Health Services, Israel’s largest HMO, provides health care services to more than 3.8 million clients through 14 hospitals (5,500 beds), 1,300 clinics, 80 medical labs, and 35 imaging institutions. The many different medical information systems in the organization make the task of collecting and measuring quality data highly complex. In 2000, Clalit began a health information exchange (HIE) project, known as OFEK, aimed at improving patient care by providing caregivers with comprehensive online clinical information at the point of care, regardless of where the information was created. The new system provides Web-based clinical information exchange and on-demand aggregation and integration of clinical information components from dispersed, distributed sources to authorized users within seconds.
This presentation will demonstrate how physicians use HIE not only for ongoing care (effectively collecting historical data about patients they are treating), but also for facilitating and managing quality care indicators per patient visit, for specific populations, and throughout the Clalit network. It will also show how HIE can create new ways to improve the quality of health care, such as the Clalit practice of planned patient discharge, which leverages the exchange of information between the acute care and community environments to seamlessly provide comprehensive treatment throughout the continuum of care. During the presentation, a real-time demonstration will be given of the system in use at a community clinic in Israel.
It’s All About Leadership
Not enough leaders realize that first and foremost, they are artists! They must paint a compelling picture of the way every employee in an organization positively impacts the company’s strategic plan. Too often, only very senior leaders have seen the strategic plan. Ms. Oreck will focus on the importance of having all employees understand the strategic plan in order to execute it well and provide outstanding service and financial results.
All employees wish to be led by a winning leader — someone who is dynamic, competent, fair, and authentic. Ms. Oreck will identify the essential leadership skills that health care leaders need to engage and inspire their employees, who in turn will engage patients and clients in the health care experience.
Acknowledgement of Vendors
We gratefully acknowledge the following companies for supporting the 2008 Dr. Loren Roth UPMC Quality and Patient Safety Symposium:
Grant Support
Exhibit Support
- Automated Card Systems
- EMMI
- Press Gainey
- TeleTracking
- UPMC Health Plan
- Vocera