Register today by calling 1 866 298 9343 x 200

September 24th - 25th, 2018 | Holiday Inn Toronto International Airport

Partner with your patients to transform the healthcare system!

PatientExperienceSummit.com

Commit to improving your patient experience by:• Sustaining a patient-centred culture

• Streamlining care delivery

• Establishing equal partnerships with your patients

• Driving physician and staff engagement

• Identifying areas of improvement

• Providing adequate support to caregivers

Workshops:

Meet + Network + Learn From:

Media Partners:Association Partners:

Mike Nader, Executive Vice President and Chief Operating Officer, University Health Network

Carol Santalucia, Director of Service Excellence and Culture, Cleveland Clinic

A Change Management for Physicians

B Caring Safely

Claudia Houle, Patient Expert, Health Standard Organization (HSO) & Accreditation Canada

Julie Drury, Chair of Minister’s Patient and Family Advisory Council, Ontario Ministry of Health and Long-term Care

FRESH NEW INSIGHTS FROM THE

Mireille Brosseau, Program Manager, Patient Partnership, Health Standards Organization (HSO) & Accreditation Canada

Mary Jane McNally, Chief Patient Experience Officer, William Osler Health Systems

Keynote Special Keynote

EXPERIENCEPATIENT6th Annual National Forum on

Register online at PatientExperienceSummit.com

This is the only event dedicated patients and healthcare

professionals that addresses important challenges in patient-

and family-centred care.

Discover where patient-centred care is heading on a national level

and what your organization needs to do to improve. Tackle challenges

surrounding patient diversity, adapting to digital healthcare, and the

sustainability of patient experience programs. Develop true partnership

with your patients and their families.

Step back from the front lines to re-evaluate your plan of action. Develop

strategies, create new approaches, and be inspired by the people who

are transforming the Canadian healthcare system.

We look forward to you joining us for two full days of learning,

inspiration, and relationship-building.

Your Patient Experience Summit Team Strategy Institute

Acquire critical insight from 20+

healthcare leaders

Event In Numbers

28

SpeakersPatient and Caregiver Speakers

In-depth Pre-Conference

WorkshopsCase Studies

New This YearHear directly from the Ontario Minister’s Chair of the Patient and Family Advisor Council

Get Cleveland Clinic’s perspective on patient experience

Patients Included accreditation for meaningful partnership with patients

A panel diving into technology and patient experience

Discover what Universal Pharamcare can mean for your patients

25+ 10+

Welcome to Canada’s first and longest-running conference on patient experience!

Hours of Networking and

Discussions10+

Register today by calling 1 866 298 9343 x 200

Tackle your greatest challenges with 10 actionable strategies:1. ROI in PX: Demonstrate the value of PX to your

senior leadership

2. Patient engagement: Establish and maintain impactful partnerships

3. Sustainability: Strive for continuous improvement

4. Co-design: Lead system-wide quality improvement through engagement

5. Staff experience: Embed PFCC in your organization through staff engagement

6. Accreditation: Exceed accreditation standards with patient-centred care

7. PX Measurement: Master the basics of PROMs and PREMs

8. Caregiver experience: Support those who support your patients

9. Senior care: Ensure ongoing quality care for an aging population

10. Home and Community Care: Engage with your hard-to-reach patients

Register Today!Lead the way to true PFCC in your organization.

Register now for Canada’s intimate and innovative National Forum on Patient Experience.

1-866-298-9343 x 200

registrations@strategyinstitute.com

PatientExperienceSummit.com

Summit Advisory Board

The National Forum on Patient Experience strives to deliver content that is most relevant to the needs of patients and healthcare professionals. Guided by an Advisory Board of patient-centred care experts, and following extensive consultation with industry leaders and stakeholders, we ensure that the patient-centred philosophy is embedded at every level of the event.

Maria Cornelissen, Patient Advisor and Caregiver, Maxville Manor

Keith Taylor, Patient Advisor TBRHSC

Shirley Fenton, Vice President, NIHI

Join Our Online Community

Follow @PatientXForum for exclusive updates and offers. Be part of the discussion with #PXForum18 & connect with leaders passionate about #PX.

Join the Patient Experience Forum LinkedIn Group & network with 200+ Members + speakers + attendeespassionate about PX.

Source Continuing Education Credit

MAINTENANCE OF CERTIFICATIONAttendance at this program entitles certified Canadian College of Health Leaders members (CHE / Fellow) to 7.13 Category II credits for the conference and 3 MOC Category II credit for post-conference workshops towards their maintenance of certification requirement.

MAINTIEN DE LA CERTIFICATIONUne participation à cette événement par un membre certifié du Collège canadien des leaders en santé (CHE / Fellow) vaut 7.13 crédits de la catégorie II du MDC pour la conférence et 3 crédits de la catégorie II du MDC pour l’ateliers après la conférence à l’égard de l’exigence du maintien de la certification à laquelle ceux-ci sont soumis.

11:45 AM Case Study: Shifting the Balance of Power

Cheryl Woodman, Chief Quality & Strategy Officer, Women’s College Hospital

Follow us on Twitter @PatientXForum, #PXForum18

7:15 AM Registration and Breakfast

8:00 AM Opening Comments from the Chair

Keith Taylor, Patient Advisor, Thunder Bay Regional Health Sciences Centre

8:15 AM Keynote Address: Embrace Change

Face Challenges Head-on to Pave the way for Patient-centred CareIt may be difficult to see how your endeavours will make a lasting impact on the healthcare system. Bring enduring change to your organization to sustain the Patient Experience movement. Get insights to:

• Maintain empathy in the digital age• Balance individualism with standardization• Maintain an effective Advisory Council on a tight budget

Make a lasting impact by ingraining patient-centred care into everything you do.

Mike Nader, Executive Vice President and Chief Operating Officer, University Health Network

9:15 AM Case Study: Health Standards Organization and Accreditation Canada

People Powered Health™: Working Together to Drive Quality ImprovementsThe Patient Partnership Office was established as part of HSO’s core strategic initiatives to ensure people with lived experiences of health and social services partnered with other experts to develop health standards and conduct quality assessments. Embedding partnerships with patients leads to deeper insights and better results. Hear and contribute to new ideas about:

• Patient involvement in standards development• Patient roles and contributions to quality assessments• Activating people-centred care to enhance quality and safetyUse accreditation as a chance to organize quality care around the comprehensive needs of people.

Mireille Brosseau, Program Manager, Patient Partnerships, Health Standards Organization (HSO) and Accreditation Canada

Claudia Houle, Patient Expert, Health Standard Organization (HSO) and Accreditation Canada

ONEMondaySeptember 24th, 2018

DAY

11:00 AM Case study: Canadian Partnership Against Cancer

An Updated Look Into the State of Patient Experience in Canada The Partnership released a report that reflects the experiences of over 30,000 patients living with and beyond cancer. Heighten your understanding of ways we can improve the patient experience to address gaps in care. Learn more about:

• The physical and emotional side-effects of cancer and unmet needs of patients and families, from realizing something is wrong to finding a “new normal” after treatment

• What can be done to improve patient transitions after cancer treatment, based on the best evidence and insights from pan-Canadian experts

Explore ways you can help ensure patient-centred care is the new normal.

Craig Earle, Vice-President, Cancer Control, Canadian Partnership Against Cancer

1:30 PM Case study: Real-time Feedback

Take Action Quickly with Real-time Feedback to Improve Your Patient SatisfactionReceiving patient feedback and managing concerns quickly can help you identify and address issues as they arise. Use real-time feedback to improve the quality of your care and boost patient satisfaction. Create a road map to: :

• Implement easy real-time surveys to asses care on a daily basis • Develop an action-plan to address a low-response • Actively engage patients and family members in developing ideas for improvement

Gather real-time feedback to evaluate your care on a daily basis.

10:30 AM MORNING BREAK

12:30 PM NETWORKING LUNCH

10:00 AM Industry Expert: Patient-Centric Systems

Digitize your First Point of Contact to Improve Patient Experience and Reduce Costs Patients today do most things using technology, why not their medical appointments? Reduce costs, wait times, and error rates by implementing a simple digital system. Take away specific solutions to:

• Boost your patient satisfaction• Increase operational savings• Improve ease of use and customizationBring your organization into the 21st century and make your patients’ lives simpler with a client-centric system.

Register today by calling 1 866 298 9343 x 200

7:15 AM Registration and Breakfast

8:00 AM Opening Comments from the Chair

Keith Taylor, Patient Advisor, Thunder Bay Regional Health Sciences Centre

8:15 AM Keynote Address

Carol Santalucia, Director of Service Excellence and Culture, Cleveland Clinic

9:00 AM Industry Expert: Wait-times

Provide your Patients with the Tools to Manage Wait-times to Reduce ER VisitsThe greatest complaint among Canadian patients is not receiving timely access to care. Empower your patients by providing them with the tools to manage their wait-times. Source solutions to:

• Give your patients options• Help patients plan their day around doctor’s appointments • Allow patients to choose a male or female doctorUse technology to help patients manage wait-times and decrease ER visits.

2:15 PM Case Study: Children’s Hospital of Eastern Ontario

Enhancing Health Equity to Newcomers Though the Implementation of a ‘Navigator’ RoleIn 2016, CHEO provided pediatric acute care and rehabilitation to over 1,200 Syrian Refugees. Hear how CHEO developed a role to enhance health equity for this vulnerable population. Get new ideas to:

• Identify and overcome barriers to health equity• Develop metrics to measure health equity • Evaluate whether a navigator role is the right fit for your agency

to overcome barriers to health equity• How patient engagement can work within the work of health

equity from a newcomer family advisor

Tend to the needs of new Canadian patients from the start to set them up for a lifetime of health.

Christine Kouri, Patient Experience Manager, Children’s Hospital of Eastern Ontario Suelana Taha, Patient Navigator, Children’s Hospital of Eastern OntarioBousy AL Ibrahim, Patient and Family Advisor, Children’s Hospital of Eastern Ontario

3:30 PM Afternoon Address: A Year in Review

Get Actively Involved in our Healthcare System to Revolutionize Patient-Centred CareIt has been a full year since Julie Drury became the Chair of the Ontario Minister’s Patient and Family Advisory Council. Recognize the steps the Ontario ministry is taking to improve your patient experience. Get fresh new ideas to:

• Stay informed on health care plans in Ontario• Give your patients a voice in decisions that impact their care

and experiences• Coordinate with all ministry patient engagement efforts

Participate in provincial programs and policies to drive meaningful change.

Julie Drury, Chair of the Minister’s Patient and Family Advisory Council, Ontario Ministry of Health and Long-term Care

4:15 PM Case Study: Universal Pharmacare

Join the Conversation on Pharmcare to Prepare for the Future of Canadian HealthcareCanada is the only country with universal health care that does not include prescription drug coverage. Debunk myths about pharmacare to realize how universal coverage can impact patient experience. Gain insights on:

• Benefits of universal access to necessary medications • Ensuring the distribution of prescription medications is fair• Promoting safe and appropriate prescribing

Discover what universal drug coverage could mean for Canadian healthcare.

Joel Lexchin, MD, Professor Emeritus, School of Health Policy and Management, Faculty of Health, York University, Emergency Physician, University Health Network

3:00 PM AFTERNOON BREAK

5:00 PM HEALTH AND WELLNESS SOCIAL

10:15 AM MORNING NETWORKING BREAK

TWOTuesdaySeptember 25th, 2018

DAY

9:30 AM Case Study: Regional PX Call Centre

Collect Patient Data to Identify Areas of Improvement and Drive Patient ExperienceWOHS contacts all of their patients 48 hours after discharge for feedback on the care they received. Develop strategies to collect patient feedback to drive the quality of your care. Get insights to:

• Use data to care for your patients with greater clarity, immediacy, and depth

• Shift away from patient satisfaction surveys towards patient experience and activation measurement

• Incorporate your patient voices into your decision-making processes

Measure your patients’ experiences to provide a patient-led healthcare service.

Mary Jane McNally, Chief Patient Experience Officer, William Osler Health System

Special Keynote

3:30 PM Afternoon Address: Customer Experience

Take a Customer Experience Approach to Drive Improvements in Patient-Centred CareIt will take time for the healthcare system to catch up with patient-centred care. Overcome the status quo by benchmarking your patient experience to the customer service industry. Source practical tips to:

• Identify the role of consumerism and expectations• Tackle the challenges of measurement • Determine where to focus your efforts and strategy

Take a holistic approach to drive improvements in patient experience.

10:45 AM Case Study: Ontario Shores Centre for Mental Health Sciences

Take a Non-traditional Approach to Co-design to Improve Your Patient EngagementOntario Shores developed a non-traditional co-design project to partner patients in the writing of their Annual Report. Create an engagement model that will involve patients in non-clinical projects to better meet their needs. Get ideas to:

• Get creative with the ways you can engage patients• Develop an engagement model for your out-of-the-box co-

design projects • Discover the research behind the impact of patient participation

in writing the Annual Report

Use co-design as a tool to aid in the recovery of your patients in mental health care.

Andrea Marshall, Director, Communications and Public Affairs, Ontario Shores Centre for Mental Health SciencesDarryl Mathers, Communications Officer, Ontario Shores Centre for Mental Health Sciences

Register online at PatientExperienceSummit.com

11:15 AM Case study: CAMH PhotoVoice Exhibits

Apply Participatory Storytelling to Tackle Mental Health Stigmas Patients who suffer from a mental illness sometimes struggle to communicate their experiences. Use PhotoVoice as a tool to listen to your patients’ stories and combat mental health stigmas. Build a toolkit to:

• Help your patients build confidence and enable self-representation • Create tools for advocacy and communication • Promote awareness within the wider community

Empower your patients to share their experiences through participatory storytelling.

Sean Patenaude, Patient Experience Officer, Centre for Addiction and Mental HealthNicole Barlett, Concurrent Medical and Psychological Addiction Support Services, Centre for Addiction and Mental Health

12:15 PM NETWORKING LUNCH

1:15 PM Interactive Session: World Café

Connect with your Peers to Identify Solutions to Cultivate Meaningful EngagementTap into the knowledge of fellow speakers and attendees to tackle challenges facing your organization. Engage in discussion on what you can do to improve patient experience. Collaborate to:

• Identify cost-effective solutions• Cultivate a patient-prioritized environment• Implement change from the top-down and bottom-up

Take away experienced perspectives to bring change to your healthcare organization.

1:45 PM Industry Expert: Accessibility

Increase Accessibility to Services and Information to Empower your Patients One in five Canadians report waiting over seven days to see a doctor. Reduce patient wait-times and increase accessibility to health services and information. Gain insights to:

• Fast-track your patient’s access to test results • Inform your patients on their health information • Prepare your patients for their doctor’s appointments

Give your patients direct access to their health information to improve accessibility.

2:15 PM AFTERNOON BREAK

2:45 PM Panel: The Digital Patient Experience

Navigate New Technologies to Embrace the Future of Patient-centred CareTechnological innovation is rapidly changing the way patients and healthcare providers communicate with one another. Discover the role technology can play to increase your patient engagement. Get new ideas to:

• Use tools to improve healthcare management and health literacy• Reconcile the challenges of information-sharing and privacy• Preserve the human element of healthcare while using new

technologies

Embrace technology to improve your communication and ensure quality care.

Shirley Fenton, Vice President, National Institute of Health InformaticsJoe Gorman, Director of Ethics and Community Relations, Humber River Hospital

4:15 PM CONFERENCE ADJOURNS

Join the conversation on LinkedIn: Patient Experience Forum

Communicate the Value of Patient-centred Care to Get Staff and Physician Buy-inTo get physicians on board with PX initiatives, organizations must be able to provide them with adequate support and resources. Develop a strategy to educate and engage your physicians on the value of patient-centred care. Create a plan to:

1. Promote inter-professional collaboration2. Foster empathy between patients and staff3. Overcome resistance to change

Get your physicians behind you to achieve patient-centred care in your organization.

Change Management for PhysiciansWorkshop A - 9:00 AM to 12:00 PM

Post-Conference Master Class Workshops!September 26th, 2018

Caring SafelyWorkshop B - 1:00 PM to 4:00 PM

Develop a Culture of Safety to Reduce Preventable HarmBy implement Caring Safely, UHN’s goal is to reduce preventable harm to ZERO for patients and staff. Establishing high reliability leadership methods, setting safety behaviour expectations and utilizing error prevention tools, UHN aims to reduce preventable harm up to 80% within two years.

Develop and implement similar projects in your organization to drive staff engagement and prevent harm and errors. Get new ideas to:

1. Develop a strategy to change staff and physician behaviour towards a culture of safety.

2. Develop a strategy to build accountability for leaders to reinforce and support a culture of safety.

Brenda Perkins-Meingast, Director of Practiced Based Education, University Health Network

Explore your benefits and book your overnight stay today!

The Holiday Inn® Toronto International Airport (YYZ) welcomes you to our airport hotel conveniently located minutes from Toronto’s Pearson International Airport. Easy access to Highways 401, 427 and

407 will put guests just minutes away from Toronto attractions. Nearby attractions like the Woodbine Entertainment Centre and Canada’s Wonderland offer family fun. Spend a day at Canada’s most famous racetrack or enjoy an afternoon of shopping at Sherway Gardens.

Benefits of staying at the hotel include...Networking: Maximize your relationship building by staying at the same hotel as the conference! Special onsite social activities will be arranged. Don’t miss out.

Dining Experience: Our Toronto, Ontario, hotel’s Bistro YYZ has an extensive collection of wines, and micro brews for your enjoyment. This is the ideal place to relax with friends or meet clients while you sample our trendy libations.

Accommodations: The quality and quiet comfort of our newly renovated guest rooms offer you an oasis of pampering at our airport hotel in Toronto. Relax in a room with heated bathroom floors, pillow top mattresses with hypo-allergenic duvets, free Wi-Fi Internet access, and a 27-inch flat screen TV with enhanced cable.

Save travel time and money. Take advantage of our conference rate of $142.00/night, plus taxes. Mention “6th Annual National Forum on Patient Experience by Strategy Institute” when you make your reservation by August 29th, 2018. Call 1-416-674-4343.

Location: Holiday Inn Toronto Airport, 970 Dixon Road, Rexdale, Toronto, Ontario, M9W 1J9 www.holidayinn.com/yyz-intlapt

Reserve Your Room Today!

Phone: 1-416-674-4343

Your Conference Venue!

SPECIAL GUEST RATES:

Register online at PatientExperienceSummit.com

Connect with World LeadingHealthcare Practitioners

Be the answer to their biggest challenges!

Who you will meet...

50% VPs, Directors Patient Care, Experience, Quality

20% Chief Operating Officers

15% Chief Nursing Officers

10% CEOs, Presidents, Chief of Staff

5% Other Senior Management Titles

TitleBreakdown

50%

20%

15%

10%

5%

AudienceBreakdown

52%

4%

7%

12%

13%

7%

5% 52% Hospitals

12% Regional Health Authorities

7% Research Institute/Association 4% Treatment Facility

13% Service Providers

7% Government

5% Clinic/Family/Mental Health

12

3

4

8

67

5

Thought Leadership Room

Exhibit Room

To learn more, contact Patrick Savoy at 416-944-9200 ext. 272 or email patrick@strategyinstitute.com

Don’t miss this opportunity to be at the centre of the action!

EVENT SPONSORSHIP OPPORTUNITIES AT CANADA’S LARGEST PATIENT EXPERIENCE EVENT!Strategy Institute events empower you to develop your business, build your brand, and showcase your thought leadership. Now going into its 6th year, the National Forum on Patient Experience is the place to be for decision-makers in PFCC.

TOP 5 REASONS TO SPONSOR

1. Unique opportunities for quality face-to-face networking

2. Exclusive case studies and insights from industry leaders

3. Industry-vetted, highly requested speakers

4. History of distinguished delegates

5. Insight into key challenges of your target market

*Limited exhibit space and sponsorship packages are available.

Register today by calling 1 866 298 9343 x 200

Pricing & Registration Register Now

3 EASY WAYS TO REGISTER

Call 1-866-298-9343 ext. 200

Email registrations@strategyinstitute.com

Register Online PatientExperienceSummit.com

Registration fee: The Regular investment includes luncheon, refreshments, networking breaks, continental breakfast, and original course materials. Payment is required in advance and can be made by company cheque, VISA, MasterCard, or American Express. Please make cheques payable to Strategy Institute Inc.

Group Discount: A Group Discount is offered for this conference (not in combination with any other offer). To be eligible for the Group Discount, delegates MUST register at the same time. The total discount per delegate (including applicable group discounts, etc.) MUST not exceed 25% of the regular conference costs.

Cancellations: Must be received in writing by September 10th, 2018. You will be eligible for a prompt refund less a $495.00 administrative fee. If you register for the program and do not attend, you are liable for the full registration fee unless you cancel according to the terms stated above. If you are unable to attend, delegate substitution is permitted up to, and including, the day of the conference.

Admission Policy: Strategy Institute reserves the right to restrict entry to the conference to any individual. Any such person requested to leave the conference site shall do so immediately upon request, whether previously issued a badge

permitting entry. There is no refund payable with respect to anyone refused entry. Any information obtained at the conference cannot be relied upon for any particular set of circumstances, cannot be taken as professional advice or opinion. Attendees must consult with the appropriate professional before acting in response to information obtained at the conference.

Evening Social Activities: Please drink responsibly. Strategy Institute shall not be liable for any consequential damages and/or personal injuries caused by excessive or irresponsible alcohol consumption.

REGISTER FOUR AND RECEIVE

25% DISCOUNT

Register today by calling 1 866 298 9343 x 200

Conference only $1,195 $1,795

Conference + 1 Workshop $1,590 $2,190

Conference + 2 Workshops $1,785 $2,385

Healthcare Providers

& Government

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CONFERENCE CODE: 118016

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