The mini-symposium will explore the highly relevant topic of patient experience in healthcare. Health policy and a general trend toward consumerization has shifted the power from a more paternalistic dynamic to one in which the consumer is slowly taking center stage. Furthermore, hospitality, wellness, facilities and service design, food and nutrition, and other unique needs of patients are increasingly becoming important considerations in healthcare delivery during the era of rising costs and complexities surrounding health insurance and government regulations.
The intention of this mini-symposium, which is purposely designed as a smaller forum, is to bring industry experts, academic scholars, leaders and students together to grapple with the greatest needs and biggest hurdles in our achievement of a patient-centric healthcare system. Ideally, by breaking down the silos of academia and industry and harnessing the energy and talent of students eager to make a change, this forum will be a ripple in the pond of a new era of healthcare delivery.
Schedule Overview
Welcome Reception & Interactive Research Presentation
Thursday, April 12, 2018
5:00 p.m. – 7:00 p.m.
Statler Hotel Carrier Ballroom
Cornell University
A joint reception with the CIHF Advisory Board and Patient Experience Mini-Symposium participants.
CIHF Symposium: Patient Experience Rx: Healing the Whole Human
Friday, April 13, 2018
Statler Hotel Amphitheatre
7:30 a.m. to 4:00 p.m.
The day will be divided into a series of interactive panel discussion sessions. The sessions will be organized to not only provide overview of “the state of patient experience” including the political environment and health policy influences, but to also discuss current trends and frameworks, innovations, major challenges and other considerations for the path forward.
- 7:30 – 8:00 a.m. Registration and Networking Breakfast
- 8:00 – 8:30 a.m. Welcome & Roundtable/Symposium Participant Introductions
- 8:30 – 10:00 a.m. SESSION #1: Current State of Patient Experience & Biggest Problem to be Solved
A brief overview of “the state of patient experience” an the biggest challenges we face from the perspectives of four veterans in the industries of health, hospitality, senior living, and design. - 10:00 – 10:30 a.m. Break & Group Photo
- 10:30 a.m. – 12:00 p.m. SESSION #2: Redefining “Health,” “Care” & “Experience”
In an effort to redefine the healthcare experience in terms of healing “the whole human,” we wanted to reframe the
discussion on patient experience in alignment with Maslow’s Hierarchy of Needs.This session will explore the idea of broadening our definition of “health,” “care,” and “experience” in order to identify the complexities of “healing the whole human” and creating experiences that drive sustainable health outcomes. We will explore the impact of stress on healing, the notion of segmentation by psycho-social motivations, and the impact that has on human-centered service design at the patient level. - 12:00 – 1:00 p.m. Lunch
At lunch, we will read a short article from the Christensen Institute on a patient’s “jobs to be done.” Each lunch table group will discuss one of the three basic patient “jobs to be done”. The Table Lead will begin the conversation and note key themes that come up in the discussion (e.g. key process breakdowns, service gaps, information technology issues) in order to frame the afternoon session. - 1:00 – 3:45 p.m. SESSION #3 Discussion: Care Delivery of the Future
- 1:00 – 2:15 p.m. SESSION #3 PART 1: Technology and Innovation
- 2:15 – 3:00 p.m. Break
- 2:30 – 3:45 p.m. SESSION #3 PART 2: People and Process
Given this new understanding of healing “the whole human” in an experience that encourages co-production, we need to fundamentally redesign the delivery of care. This session is focused on the “so what?” question of how we begin to tackle designing and executing on new care delivery models. We break it down into the classic operating model framework of people, process, and technology with the addition of innovation as a category to focus on how to make innovation a continuous and active component of our ongoing efforts.
- 3:45 – 4:00 p.m. Wrap Up
Announce student competition winners. Review the day and key takeaways. Participants will take a moment to write down some feedback on the event and also where there is greater need for discussion, research, and innovation in the future. Attendees are thanked with deepest gratitude and welcomed to the closing reception.
Closing Reception
Friday April 13, 2018
Statler Hotel
4:00 p.m. to 5:00 p.m.
View photos from the event
Video coming soon…