UNITED ARAB EMIRATES MINISTRY OF HEALTH & PREVENTION ORGANISED BY Harnessing Evidence & Experience Towards Person-Centered Care Exclusive Rehabilitation and Long Term Care Partner UNDER THE PATRONAGE OF Powered by Knowledge Partner Knowledge Partner F R O S T S U L L I V A N Emirates Nursing Association Supported by Gold Sponsor Healthcare Food & Nutrition Partner TM AI Healthcare Partner 12 - 14 November 2018 | Bab Al Qasr Hotel (Abu Dhabi, UAE) GIQC Middle East FZCO | Part of the BII Alliance | Dir: +971 4 229 7955 | E : [email protected] | www.pxsymposium.com
Transcript
UNITED ARAB EMIRATESMINISTRY OF HEALTH & PREVENTION
ORGANISED BY
Harnessing Evidence & Experience Towards Person-Centered Care
Exclusive Rehabilitation and Long Term Care Partner
UNDER THE PATRONAGE OF
Powered by Knowledge Partner Knowledge Partner
F R O S T S U L L I V A NEmirates Nursing Association
Supported by
Gold Sponsor Healthcare Food & Nutrition Partner
TM
AI Healthcare Partner
12 - 14 November 2018 | Bab Al Qasr Hotel (Abu Dhabi, UAE)
GIQC Middle East FZCO | Part of the BII Alliance | Dir: +971 4 229 7955 | E : [email protected] | www.pxsymposium.com
As digital technology and growing consumerism
is revolutionizing healthcare, it's imperative to
know who the patient is, where the patient is
and what the patient wants. Providing the best
patient experiences possible is fast becoming
the name of the game to achieve healthcare's
quadruple aim.
While healthcare professionals understand that
they need to expand their e�orts to measure
and improve person-centric care experience,
they still struggle to achieve this!
Now more than ever before, healthcare experts
will have to take engagement to a new level and
consider patients central to the care team. It is
all about delivering integrated care that
promptly meets the patient's medical, social,
psychological and spiritual needs.
At International PX Symposium , we are
gathering the best minds in the healthcare to
share their strategic insights on the toughest
challenges you are facing and help deliver on
the strategic promise of experience excellence.
2018 INDUSTRY TREND: PERSONALIZING THE PATIENT EXPERIENCE
PROGRESSING THE PATIENT EXPERIENCE MOVEMENT
MAKE SURE YOUR BRAND IS PART OF THE MOVEMENT !
Why YOU Should Not MISS!
GAIN KNOWLEDGE
Learn from peers and emerging hospital-based
leaders. Find answers and solutions to help meet
your patient experience improvement goals.
STAY AHEAD OF THE TRENDS
What industry trends have you missed or not yet
heard about? Understand if reaching and
maintaining five-star status is really feasible.
Understand the new trends in facility design.
Discover the new and unprecedented innovations
that help connect patients and their practitioners
in deep and profound ways.
LOOK INTO THE FUTURE
Technological advancements, innovative
disruptions and new facility designs are shaping
the future of healthcare and how the patient
experience is measured. Talk to entrepreneurial
innovators and healthcare pioneers who are
spurring on leading ground-breaking changes
and improvements.
GIQC Middle East FZCO | Part of the BII Alliance | Dir: +971 4 229 7955 | E : [email protected] | www.pxsymposium.com
Who Will You MeetGathering healthcare decision - makers and
innovators who are committed to enhance
person-centered care delivery initiatives :
Government & AcademiaHealth Ministries | Industry Associations
Dr. Shabeer Nellikode Founder & MD Universal Hospitals
Michael O'Neil Jr.Founder & CEO
GetWellNetwork
Rana Abdulrahman AlJebreen Patient Relations
Director
King Faisal Specialist Hospital and Research Centre
Daniel Whitehead Director, Medical
Strategy
National Health Insurance Company - Daman
Ahmad Al Khaja, Patient
Elizabeth Sojka Director of Nursing
MediclinicAl Ain Hospital
Dr. Mazin A. Gadir Senior Specialist -
The Executive O�ce for
Organizational
Transformation
Dubai Health Authority
Sarah MillerBusiness Development
Manager
Amana Healthcare
Nicola CostasTherapy Lead
Amana Healthcare
Girish Sehgal CEO & MD
FASSCO International PTE
GIQC Middle East FZCO | Part of the BII Alliance | Dir: +971 4 229 7955 | E : [email protected] | www.pxsymposium.com
Registration & Networking08:30
Welcome Note from Conference Producer08:50
10:00 Leading & Sustaining PX Strategy to the Next Level: Getting Past 'Process Barriers' • ‘Culture eats Strategy' : Establish and reinforce a strong, vibrant and positive organizational
culture
• Accountable and articulate leadership
• Engage in strategy mapping: Shaping your strategy, from past, to present and future
• Create goals and drive the experience strategy from the organization level down to the
front lines, and everything in between
• Adopt process improvement methodologies to enhance patient experience performance
• E�ective program audits to recognize, acknowledge and address accomplishments and
roadblocks to success
Dana Msaddi, Chief Operating O�cer | Neuro Spinal Hospital
National Health Agenda 2021 : Towards Happiness & Wellbeing• Raise the bar: Become a corporate citizen and identify how to deliver value-based health to
society first, and then to individual patients
• Partnering with patients to improve population health through disease prevention to wellness
promotion
• Policies and partnership to create healthier communities
• Highlight the engagement programs and initiatives
Dr. Ayesha Al Mutawa, Chief Innovation O�cer, Director of Strategy & Future Department
Ministry of Health & Prevention
Visionary Keynote 09:05
Conference Program Day 113th November 2018
Conference Program Day 112th November 2018
Opening Remarks from Chairman09:00
Dr. Samer Ellahham Cleveland Clinic Care GiverRegional Chair; Middle East Patient Safety Movement Foundation
09:30 Reformative Leaders PanelPatient Experience Stewards : Preventive, Proactive, Integrated & Equitable Care • Bursting Myths & misconceptions about PX
• Shifting trends: How PX can be improved using national and international evidence?
• Person- Centered Healthcare – How we make it a reality?
plex • Build and sustain strategic PX initiatives to reach most vulnerable, hard to reach and com
patient and caregivers
• Questions of alignment of vision and resources around culture of service excellence
• Leadership at international, regional & local level to drive outcomes and PX
Dr. Ayesha Al Mutawa, Chief Innovation O�cer, Director of Strategy & Future Department Ministry of Health & PreventionMichael Davis, COO | NMC Healthcare Mariano Gonzalez, CEO | Danat Al Emarat Hospital for Woman & ChildrenLeslee J. Thompson, CEO | Health Standards Organization and Accreditation CanadaDr. Mounes Kalaawi, Co-Founder & CEO | Clemenceau Medical CenterDr. Layla Mohamed Al Marzouqi, Director of Medical Tourism Council | Dubai Health Authority
Panelists :
GIQC Middle East FZCO | Part of the BII Alliance | Dir: +971 4 229 7955 | E : [email protected] | www.pxsymposium.com
Morning Co�ee Break & Networking10:40
Prayer Break & Luncheon13:10
11:10 Emergence of Nurse Navigator Role in Patient Flow• Variation management by balancing the peaks and troughs to distribute the load
• Delivering data-driven insights to clinical teams to drive evidence based-care
• Exploring patient management systems to prioritise for maximum e�ciency
• Engaging clinicians and developing a whole-of-hospital approach to patient flow
Dr. Aysha Ali Ahmed Al Mehri, Group Director of Nursing & Allied Health Abu Dhabi Health Services Company – SEHA & President - Emirates Nursing Association
• Flash improvements or problems in a care pathway
Michael Davis, COO | NMC Healthcare
12:40 Greater than the Diagnosis
• Michael's journey as a patient himself
• Emerging trend to see patients as key participants in their care
• Where patient - family engagement is headed next?
Michael O'Neil Jr., Founder & CEO | GetWellNetwork
Conference Program Day 113th November 2018
Conference Program Day 112th November 2018
Case StudyPatient's Milestones to Full Recovery with Specialized Rehabilitation • Importance of specialized rehabilitation for neurological injuries • Rehabilitation in UAE verses seeking treatment abroad • Detailed personal recovery from Ahmed in UAE rehabilitation facility • Next steps for Ahmed following recovery Nicola Costas, Therapy Lead, Amana Healthcare
Ahmad Al Khaja, Patient
GIQC Middle East FZCO | Part of the BII Alliance | Dir: +971 4 229 7955 | E : [email protected] | www.pxsymposium.com
Afternoon Co�ee Break & Networking15:30
14:40 Leadership Rounding – Real Insight for Real Impact
Issues that can seem unimportant in a meeting room often take on a totally di�erent context
when seen through the eyes of sta�, physicians and patients.
• Identify evidence-based practice benefits of the active and engaged patient
• Highlight rounding programs that have been shown to improve communication between
patients and care givers
• Analyze the importance of including key stakeholders when developing and implementing
leadership rounds (i.e. Patient and Family Advisory Councils, clinical and non-clinical teams)
• Discover role play scenarios depicting best practices for welcome rounds as well as daily
senior leader rounding
• Develop an action plan to implement e�ective rounding in your organization
Dr. Nada Hassan A. O Al Marzooqi, Director of Preventive Medicine & Chief Happiness and
Positivity O�cer | Ministry of Health & Prevention
15:10 MOH Saudi Arabia : Highlights of Patient Centric Efforts
• Ministry of health definition of quality of care
• Interface & applied concepts of patient-centered care to improve services
• Patient experience center role in making the change
Eman Mohammed Alturaiki, Director General – Patient Experience Center Ministry of Health Saudi Arabia
16:15 IMC's Experience Showcase
Building the Backbone for an Experience Based Delivery
• Creating patient-centric design focusing on the mind, body and soul of the patients and
their families
• Engaging patients through the patient and family advocacy council (PFAC)
• Embed patient stories in the fiber of the organizational culture and process improvement
initiatives
• What patients want? Emotional bank of the patients and the care givers
• Are we ready to include a CXO in the C-Suite?
• Make caring and empathy part of the culture
Samer T. Abu Ghazaleh, Director – Patient Experience Division | International Medical Center
Conference Program Day 113th November 2018
Conference Program Day 112th November 2018
15:45 Challenges & Advances of PX in Acute Care Setting
• History evolvement and advancement in the acute care set up with evidence-based practice
• Develop a strategy to care for the patient and families at the time of acute care
• Characteristics of a successful post-acute partnership
• Working with an acute care hospital setting and understanding the current workflow
• Management and implications of Direct from Emergency Department to early ICU Discharge
Dr. Shabeer Nellikode, Founder & MD | Universal Hospitals
GIQC Middle East FZCO | Part of the BII Alliance | Dir: +971 4 229 7955 | E : [email protected] | www.pxsymposium.com
16:45
Our esteemed panel will share their insights, trials, tribulations and innovative approaches used
to design their PX strategy across the continuum of care. No hospital's story is the same, so
each panelist has a compelling piece to add to the conversation :
PX Innovation Panel
Putting the “Wow” in the Patient Experience
PX at the heart of clinical & non clinical functions : approaches on how each department • completes the PX Puzzle?
• “Why” and the “How” – What factors played into the design strategy and how did they get started?
• What were the Care Re-Design and Co-Design Innovations?
• The Journey – what were lessons learned?
Dr. Ayesha Al Mutawa, Chief Innovation O�cer, Director of Strategy & Future Department
Ministry of Health & PreventionDr. Bassam Saleh Hasan Mahboub, Head of | Dubai Health AuthorityCare Model InnovationSamer T. Abu Ghazaleh, Director – Patient Experience Division | International Medical CenterElizabeth Sojka, Director of Nursing | Mediclinic Middle EastDr. Sahar Abu-Omar, Healthcare Expert in the Medical O�ce |Ministry of Presidential AffairsSarah Miller, Business Development Manager | Amana Healthcare
Girish Sehgal, CEO & MD | FASSCO International PTE
Conference Program Day 113th November 2018
Conference Program Day 112th November 2018
Networking Reception17:25
17:20 Close of day 1 & closing remarks from the chairman
Dr. Samer Ellahham Cleveland Clinic Care GiverRegional chair; middle east patient safety movement foundation
• Ways to create a culture that breaks down innovation barriers
Essentials of Nutrition & Hospitality in Enhancing Patient Experience
Girish Sehgal | CEO & MD | FASSCO International PTE
GIQC Middle East FZCO | Part of the BII Alliance | Dir: +971 4 229 7955 | E : [email protected] | www.pxsymposium.com
Registration & Networking08:30
Morning Co�ee Break & Networking10:30
10:05 What Patients Want?
• AI in Healthcare : Technology vs human touch
• Latest initiatives and future strategies to enhance the quality of care
• Future of telemedicine and PX outcomes
Dr. Bassam Saleh Hasan Mahboub, Head of Care Model Innovation | Dubai Health Authority
Conference Program Day 213th November 2018
Conference Program Day 213th November 2018
Opening remarks from chairman09:00
Dr. Samer Ellahham Cleveland Clinic Care GiverRegional chair; middle east patient safety movement foundation
09:35 Power Debate
Technology – Double Edged Sword in Era of Patient Experience
• Healthcare digital transformation: Insights on the good, the bag & the ugly
• Challenge of doctor-patient relations in the internet age
• Excitement vs apprehension
• How to ensure digital experience must also be a Human(e) experience?
• Internet of Medical things and it impacts on a 21st century patient experience & engagement
• Examples of digital in the care setting that detracted from the patient experience and what
could be done di�erently?
Dr. Mazin A. Gadir, Senior Specialist - The Executive O�ce for Organizational Transformation
| Dubai Health Authority
Jane Griffiths, Chief Nursing Information O�cer| Dubai Health AuthorityDana Msaddi, Chief Operating O�cer | Neuro Spinal HospitalDaniel Whitehead, Director, Medical Strategy |National Health Insurance Company - Daman
Panelists
Panel Moderator
Dr. Angelika Eksteen, Director | AI Directions
GIQC Middle East FZCO | Part of the BII Alliance | Dir: +971 4 229 7955 | E : [email protected] | www.pxsymposium.com
09:05 Keynote Address
Person-Centered Care: Not a Nice to Have a Need to Have
• Create healthcare organizations that support professionalism and empathy on the part of sta� members, and recognize patient and family preferred practices.
• Necessary elements and activities for implementing and sustaining a person-centered culture • International patient stories • Organizational case studies focused on the impact of implementing the person centered practices
Karin Jay, MA-Vice President Global Services | Planetree
11:30 Fostering Innovation in Healthcare Regulations to Enhance Person-Centric CareTrends in healthcare innovation •
Global health care regulatory outlook•
How DHCC fosters innovations in healthcare regulations•
Case study exhibits –innovative healthcare activities of the major healthcare partners in DHCC•
Dr. Ramadan AlBlooshi, CEO | Dubai Healthcare City Authority – Regulation (DHCR)
12:15 Boost Employee Engagement to Achieve PX Goals
• Own engagement at the senior leadership level
• Connecting employee engagement with service delivery excellence
• Implementing sta� resilience training to improve patient experience
• The Critical E's : Engaged, Empowered and Enthused
• Employee buy-in and accountability
• Commitment, consistency and lessons learned
Conference Program Day 213th November 2018
Conference Program Day 213th November 2018
11:00 Hemoglobinopathy & Premarital Testing Case StudyThe Power of Patient Voice in Legislation • Empowering patients and enhance the role of patients in creating infrastructure that responds to patients concerns faster
• Creating framework of legislations that suits the needs of patients/community
• Prevention of Genetic Disorders – Key to empowering community
• UAE GDA project and case study : Hemoglobinopathy
• Premarital screening : A global and local overview
• Learnings – Global and local learnings and insights into patient experience
Dr. Mariam Mohd Fatima Matar, Founder & Chairperson |UAE Genetic Diseases Association
11:50 Mapping Patient Journey : Measure What You Treasure
• Mapping the patient journey to gain qualitative and quantitative data
• Transforming raw patient care data into contextual, accurate and reliable medical information
• Applying journey mapping to the patient experience
Mariano Gonzalez, CEO | Danat Al Emarat Hospital for Woman & Children
12:45 People Powered Health ™
• Understand the value of bringing people's voices together to tackle the biggest global
challenges faced by health care systems and societies
Learn how health care is rapidly changing and how opening our minds to all voices can • save and improve lives
Specific examples include embedding the patient's lived experience and voice in health and • social service standards and creating meaningful roles for patients and their families in the
assessment process
Recognize how People Powered Health™ philosophy can be a catalyst for change • Leslee J. Thompson, | Health Standards Organization and Accreditation CanadaCEO
GIQC Middle East FZCO | Part of the BII Alliance | Dir: +971 4 229 7955 | E : [email protected] | www.pxsymposium.com
Conference Program Day 213th November 2018
Conference Program Day 213th November 2018
Afternoon Co�ee Break & Networking15:45
16:15 Delivering Patient Experience - Winning the Battles Within First
• Winning the internal battles before embarking upon patient experience journey
• Main challenges for creating alignment around patient experience in the organization
• Goal and objective to enable increased collaboration and integration of healthcare services
• Real-time healthcare system to meet the future standards in patient care and experience
• Results and outcomes
Dr. Aamir Ali, Health Information Manager – Hospital Department | Ministry of Health & Prevention
14:45 Electronic Medical Administration: Enhanced PX Outcomes at AZD
Highlights of the advanced approach : Integrates several intelligent drug management systems• Adoption and implementation challenges• PX outcomes and lessons learnt•
Dr. Mohaymen Abdelghany, CEO |Al Zahra Hospital
GIQC Middle East FZCO | Part of the BII Alliance | Dir: +971 4 229 7955 | E : [email protected] | www.pxsymposium.com
Conference Program Day 213th November 2018
Conference Program Day 213th November 2018
17:40 Farewell Co�ee & Networking
16:45 Improve Diversity & Inclusion to Plug Cultural Gaps in the Delivery of Care
• Explore the right tools to engage patients in a way that meets their cultural preferences
• Understand how cultural diversity impacts every aspect of the patient experience from
situations like how we receive information to how we deal with pain to interpreter services
• Recognize that cultural diversity spans across genders, upbringing, cultures, religion and more
• Develop methods to sustain an intercultural care process
OR
Prescription for Service Recovery
• Creating a patient complaint capture and resolution process
• Realize that service-failure prevention is superior to and less costly than service-failure recovery
• Matching the recovery strategy to the problem
• Train and empower your sta� to find and fix problems
• Embrace the process of empathy over apathy
• Patients' evaluation of the recovery e�orts and use to improve the process
OR
Enrich Patient's Experience with the First Touch Point: New Flexible Healthcare Institution
How has the design of healthcare institutions evolved? •
Key considerations in designing hospitals and healthcare institutions of the future?•
Treating your patients like a customer and increase their comfort through innovations •
Case studies from the region •
VoP Session – Voice of Participants
Session is tailored for participants to share their learnings/ take away from the program,
exchange thoughts with your peers and set your future PX agenda.
17:15
End of the Conference & Closing Remarks from the Chairman17:35
Dr. Samer Ellahham Cleveland Clinic Care GiverRegional chair; middle east patient safety movement foundation
GIQC Middle East FZCO | Part of the BII Alliance | Dir: +971 4 229 7955 | E : [email protected] | www.pxsymposium.com
