Agenda

Day 1: November 20, 2019

11:00 AM – 12:30 PM

Registration & Lunch Buffet

12:30 PM – 1:30 PM

Executive Education Roundtable 1 Addressing Pain Points: Balancing Technology and Personal Touch in Patient Experience

Executive Education Roundtable 2 Adopt or Adapt: Next Stage of Healthcare Consumerization

Executive Education Roundtable 3 eHealth Literacy: Essential Elements for Successful eHealth deployment

1:45 PM – 2:45 PM

Welcome Address & Keynote Panel Social Determinants in Healthcare: Leading From the Front in Health Equity and Diversity

The AMA recently created a Center for Health Equity to focus on to address the social factors that have created sharp health disparities between different socio-economic, racial and ethnic groups in communities across the country.

Key Discussion Points:

• Collaboration with payers, public sector and community leaders to address the most pressing social health issues and how to combat them
• Identifying the resources and talent gap needed to implement a social health program
• Growing a culture of inclusion and education to impact the greatest needs in our communities
• Innovating the supply chain models to get care to communities most in need

2:55 PM – 3:30 PM

Session 1 Workshop Implementing a Consumer-Focused Health System: The Keys to Success

Key Discussion Points:

• User-Friendly for patients, clinical staff and all stakeholders
• Technology-enabled personalization
• How critical is the price point for consumers and patients?
• Ensuring urgent care is integrated into the network

3:35 PM – 4:10 PM

Session 2 Workshop The Evolution of Patient-Physician Communication: New Challenges, Tools and What’s Next?

Key Discussion Points:

• Patient’s expectations and knowledge of their care; how physicians need to adapt
• The future of voice and video communication tools
• Staying ahead of the curve with education and training for clinical staff
• What’s the next device or technology to enhance this communication?

4:15 PM – 4:50 PM

Session 3 Workshop Easing the Payment Pain: How Improving Payments Improves Patient Experience

Key Discussion Points:

• Adapting to the consumer savviness and expectations
• Overcoming the barriers to adopting mobile payment technology
• Simplifying the Billing process with payers and internal stakeholders
• Adapting workflows and systems to deliver a satisfactory experience to consumers.

4:55 PM – 5:30 PM

Session 4 Workshop What’s the Future? Transforming the Physicians Role in Driving Patient Experience

Key Discussion Points:

• Embracing tools to capture the real-time voice of the consumer
• Blending the data of advanced health analytics tools into patient visits
• Adapting to new methods of the Consumer Assessment of Healthcare Providers and Systems ( CAHPS)
• Adopting a data-driven approach to drive the experience patients desire

5:35 PM – 6:10 PM

Session 5 Workshop Transparency in the E-Commerce Revolution of Healthcare

Key Discussion Points:

• Managing the access flow between clinicians and patients
• Meeting the consumer demands, adapting different strategies for all your patients
• Protecting the information provided to healthcare consumers from misinformation
• Adopting consumer feedback and rating systems across a health network

6:15 PM – 7:00 PM

Cocktails

7:00 PM – 8:30 PM

Gala Dinner & Keynote Address

2019 Patient Care Innovator of the Year Award Presentation

8:30 PM – 9:20 PM

After Dinner Networking

Day 2: November 21, 2019

7:30 AM – 8:00 AM

Breakfast

8:00 AM – 8:45 AM

Breakfast Keynote Panel Healthcare Leadership: Creating and Inspiring a Culture of Creativity and Innovation

Leaders play a critical role in creating the right environment for innovation to flourish. Leaders often look to influence innovation and creativity at the organizational level; but equally, they can inspire openness of thinking and ideas at a personal level.

Key Discussion Points:

• Staying alive in today’s digital world
• A strategic approach to a powerful and effective content strategy
• Marketing and retail made simple: Effective solutions to deliver the best results to your customer
• Why executive leadership matters more than ever: The increasing role of the executive across the customer journey

8:50 AM – 9:50 AM

Roundtable 1 2020 & Beyond: The Next Decade of Patient Care

Roundtable 2 Designing the Medical Practice Experience to Earn Loyalty and Engage Digital Consumers

Roundtable 3 When Should we Stop Using HCAHPS?

9:55 AM – 10:30 AM

Session 6 Workshop Going with the Flow: Optimizing Patient Flow to Improve Everything your Patient Encounters

Key Discussion Points:

• Trends in occupancy rates in 2019, where to from here?
• Providing separate resources to inpatient and outpatient flows as well as elective and nonelective flows
• Increasing the efficiency of admitting and discharge practices
• Collaborating with IT team for accurate data cleaning to implementing more accurate recommendations to patients

10:35 AM – 11:10 AM

Session 7 Workshop Optimizing Healthcare Analytics to Incorporate Data into Patient Care

Key Discussion Points:

• How can hospitals and providers get ahead on data quality, data management, and data analytics?
• Enhancing meaningful relationships between patient experience, clinical outcomes, and employee satisfaction.
• Can healthcare organizations turn their big data assets into actionable clinical intelligence?
• Using advanced analytics to help planning and delivery of healthcare

11:15 AM – 11:50 AM

Session 8 Workshop Retail Patient Care: The Role of E-Commerce in Changing the Patient Journey

Key Discussion Points:

• Is VR & AR patient care a dream or reality?
• Crafting and designing compelling story and message to consumers
  what optimized cross-channel experience will look like in 2020
• The influence of Big Tech in Healthcare

11:50 AM – 12:55 AM

Roundtable 1 Leadership in the Digital Transformation of the Patient Experience

Roundtable 2 Protecting Patients Data: Ensuring Patient Confidence in your Cyber Readiness

Roundtable 3 Motivating Doctors & Nurses to Drive Patient Experience

1:00 PM – 1:40 PM

Lunch

1:45 PM – 2:20 PM

Session 9 Workshop Voice of the Patient in the Design of Patient-Focused Technology

Key Discussion Points:

• Bringing into play the views, opinions, needs, and requirements of both the CSO and the CISO
• Bridging the CISO-CSO communications gap
• Working together to understand the overall risks to the business

2:25 PM – 3:00 PM

Session 10 Workshop Building a Culture of Transformative Patient Care

Key Discussion Points:

• Nurturing a culture of innovation from doctors and physicians
• Avoiding nursing skills shortage
• Developing customer experience excellence in everyone providing care delivery
• Incorporating the CISO, CTO, CNO, CMIO & CPO into care models

3:05 PM – 3:40 PM

Session 11 Workshop Leaping Forward in the Future of Nursing and Patient Care

Key Discussion Points:

• Reducing the cost and increasing the speed of medicine supply to patients
• How will policy and regulation changes change the patient experience beyond 2020?
• Role of clinical staff in staying ahead of the curve
• Hospital care in the patients home, are we already there?