1st GCC Patient Experience Summit
Start:
Mon, 18 Sep 2017, 08:00
End:
Tue, 19 Sep 2017, 06:00
Hashtag:
#PXexcellence
Venue:
Exhibit
Symposia
Workshops
Organiser
Sponsor
This two-day event, the region’s only dedicated forum on Patient Experience, will focus on changing the cultural mindset, promoting patient empowerment, engagement and innovation. Participants will have the opportunity to learn from Mediclinic’s successful experience of implementing PX Measurement Index and gain the insight into the Kingdom’s 1st Private Hospital’s Planetree Silver-level Recognition Journey. Expert speakers will reveal the power of social media for enhanced patient engagement, discuss the impact of digital revolution on patient experience and much more.
Reasons to Attend
Attending this year’s event will give you access to some of the best learning opportunities in the healthcare
industry today. Big ideas, practical takeaways, key strategies and inspiring thought leadership awaits you.
- Learn from Mediclinic’s successful experience of implementing PX Measurement
Index
- Insight to Kingdom’s 1st Private Hospital’s Planetree Silver-level Recognition
Journey
- Discover the power of social media for enhanced patient engagement with Universal
Hospitals
- Understand Dubai’s Happiness Agenda & intrinsic link to Health Sector with
Smart Dubai
- Analyse the impact of digital revolution on patient experience
Core Topics
- Integrate Concept of Service Excellence in Healthcare
- E ssence of Synergistic Staff Engagement
- Patient Engagement, Empowerment & Education
- Leadership, Empathy & Compassion
- O utside – The- Box Patient Centered Facility Design
- Tools & Metrix to Measure Patient Experience
- Digital Enablers : Care Technology & Innovation
- Regulations & Standards to Optimize Patient Journey
Who should attend
BY INDUSTRY
- Hospitals & Clinics
- Ambulatory Services
- Rehabilitation Centers
- Health Ministries
- Industry Associations
- Research Institutes
- Health Authorities
- Health Insurance Firms
- Pharmaceuticals
- Accreditation Body
BY POSITION
- Strategic Leaders - President, CEO, COO,
VP, Director
- Chief, Director - Nursing
- Chief Medical Officer
- Director, Head, Manager, Officer - Patient
Experience, Patient Care, Patient Relations, Patient Service, Patient
Satisfaction & Patient Flow
- Director, Head, Manager, Officer - Quality & Safety
- HR & Operations
- Manager,
Head - Marketing & Business Development
- Project, Facility Manager
Industry Professional
Stakeholders in Patient Experience: Health Ministries | Healthcare Providers | Industry Associations | Research Institutes | Health Authorities | Health Insurance Firms | Pharmaceutical Companies | Accreditation Body.
898 USD
Consultant / Solution Provider
Companies offering healthcare solutions / consulting / technology in improving patient experience
3099 USD
Day 1 | |
09:00 | Opening Remarks from the Chairman |
Samer Ellahham | Sheikh Khalifa Medical City | |
Chief Quality Officer, Senior Cardiovascular Consultant | |
09:10 | KEYNOTE PRESENTATION: Patient-Family Centered Care : Rising to the Challenge |
• Doing with, not to – The changing relationship dynamics between patients and healthcare | |
• Guiding principles – Patient Centric Mindset | |
• Delivering tailored experience | |
• Where are we and what to do next? | |
09:20 | Abu Dhabi Vision Showcase HAAD – Forward Regulatory Outlook to Effective Delivery of Patient-Family Centric Care |
• Overview on current initiatives and guidelines of standardization | |
• Spearheading the patient experience excellence journey | |
• Continued collaboration and collective commitment to the community by delivering world-class healthcare services to patients | |
09:40 | Executive Plenary Session : Leader’s Dialogue |
Strategic Roadmap : Transforming Patience Experience Across Continuum of Care | |
• Strategic leadership and cascading culture for creating a patient - family centered environment. | |
• Collaborating for success in patient care | |
• Define & articulate an execution strategy | |
• Drivers & Innovation | |
• Continuous improvements in care delivery, patient outcomes, and healthcare engagement | |
• Pathway to Change: A structured methodology for humanizing, personalizing and demystifying the patient experience | |
• Moving from silos to synergy & synchronizing efforts for operational and clinical excellence | |
Panelists | |
Dr. Tawfik AlKhoja | Arab Federation Hospital Secretary General | |
Dr. Mohaymen Abdelghany | Al Zahra Hospital Dubai | Chief Executive Officer | |
Seema Shetty | NMC Healthcare VP – Corporate Excellence | |
Nasser Al Naimi Hamad Medical Corporation Deputy Chief Quality Officer | |
Hamad Healthcare Quality Institute Co-Director | |
Gary Petersen | American Hospital Dubai | COO | |
10:20 | Morning Coffee Break & Networking |
10:50 | Cohesive Patient Experience Strategy : Startup Academic Health Center |
• Development & Execution of Patient Experience Strategy | |
• Organization & Innovation | |
• Leadership Culture | |
Dr. Deepak Kaura | Sidra Medical & Research Center | Executive Chair - Foundational Medical Services | |
11:20 | Case Study: Patient Experience Journey of AZHD |
• The Evolution of Patient Experience Journey at AZHD | |
• Best Practices adapted based on the Multicultural Patient Portfolio The Future Plan Ahead | |
Dr. Mohaymen Abdelghany | Al Zahra Hospital Dubai | Chief Executive Officer | |
11:50 | Case Study: Planetree & Patient Centered Care : Journey of a Private Hospital |
Dr. Malek Almoosa | Almoosa Specialist Hospital | CEO | |
12:20 | KAAUH Case Study: Creating & Leading Patient Experience Excellence |
• Design patient experience to excel expectations | |
• Innovative approach in delivery of health care services including best practices from evidence-based research | |
• Collaborative efforts with some of the finest organization in the world | |
• Deployment of cutting-edge technological facilities | |
• Exhibiting exceptional & dynamic leadership | |
Dr. Ahmed Mohammad Abu-Abah | |
KAAUH – PNU & Director General | |
King Abdullah Bin Abdulaziz Hospita | CEO | |
12:50 | Prayer Break & Luncheon |
14:00 | Case Study: Transformation thru Patient Experience Initiatives : KFMC Experience |
Dr. Ali T. Asery | King Fahad Medical City | |
Executive Director – Patient Experience | |
14:30 | Improving Patient Experience Through Staff Engagement |
• Insight on Evidence based practice | |
• Examples of ways to monitor staff satisfaction like RN Survey? | |
• What matters to staff? | |
• Importance of the role of a Nurse leader in enhancing staff satisfaction | |
• Examples of nurse led projects implemented ay | |
Al Wakkra hospital | |
Prof. Alison Robertson | Al Warka Hospital | |
(Member of Hamad Medical Corporation) | |
Executive Director – Nursing | |
15:00 | Health Experience - Who Decides |
Dr. Charles F. Stanford | VPS Healthcare Senior Director | |
15:30 Patient Flow Optimisation – Achieving Seamless Patient Journey | |
• Optimising does not mean compromising - how patient flow impacts on quality of care | |
• Capacity planning and service design | |
• Importance of governance and communication | |
• Governance and communication | |
• Operational measures that highlight inefficiencies in flow | |
• Using technology and data to assist flow | |
Dr. Carolyn Volker | Hamad Medical | |
Corporation | Assistant Executive Director, Patient Flow | |
16:00 | Digital Revolution Panel: Enhance Vs Detract |
• Impact of digital revolution on patient experience and healthcare delivery | |
• How can you ensure that this technology does not interfere with the experience and the human element? | |
• Case studies and practical examples – How has technology supported the pursuit of patient experience excellence? | |
• Mapping the digital transformation roadmap and overcoming challenges | |
Panelists :- | |
Dr. Malek Almoosa | Almoosa Specialist | |
Hospital | CEO | |
16:15 | End of Day 1 & Closing Remarks from the Chairman |
Samer Ellahham| Sheikh Khalifa Medical City | |
Chief Quality Officer; Senior Cardiovascular Consultant | |
16:00 | Networking Reception |
Day 2 | |
08:50 | Welcome Note by Fleming |
09:00 | Opening Remarks from the Chairman |
Samer Ellahham | Sheikh Khalifa Medical City | |
Chief Quality Officer; Senior Cardiovascular Consultant | |
09:10 | Was Steve Jobs Wrong About Customers? |
• How important is understanding customers’ needs and expectations in the healthcare environment? | |
• Who knows better? Patients or doctors? | |
• Where do we get patients insights from? | |
• How important are patients’ insights to experience mapping? | |
• Where do we go wrong with customer experience measurement? | |
Dr. Wafa Abu Snaineh | |
The Executive Council, Government of Dubai | |
The Special Advisor of Dubai the Model Centre | |
09:30 | Visionary Panel: Future Patient Experience Roadmap: Evidence Based & Patient Driven Healthcare Systems |
• Big picture of patient-centric trends and what to expect in the short and long-term? | |
• Excellence beyond survey : How to get past accreditation only mindset? | |
• Patient Experience as a practice: added value to attract customers or challenge to face new cost | |
• Moving from volume to generating value consistently | |
• Capacity & capability building | |
• Strategies to develop staff resiliency to achieve Patient Experience Excellence | |
• Technological interventions & innovation as accelerators for PE Excellence | |
Panelists : | |
Dr. Layla Al-Marzouqi | Dubai Health Authority Director of Medical Tourism Council | |
Dr. Ali T. Asery | King Fahad Medical City Executive Director – Patient Experience | |
Lamees AlHaj | American Hospital Dubai Service Excellence Officer | |
10:00 | DHA Spotlight: Initiatives & Drives to Leverage Happy Patient Experience/ care |
• DHA’s strategy 2016-2021 : Patient- Family Centric Delivery of Care | |
• Launch of ‘Dubai Health Experience’ – Driver to sustain growth and excellence | |
• Dubai as a Global Medical Tourism Hub : Patient Experience as a growth catalyst | |
Dr. Layla Al-Marzouqi | Dubai Health Authority Director of Medical Tourism Council | |
10:30 | Patient feedback : Turn Data into Strategic Information to Drive Patient-Family Centered Care |
• Traditional surveys replaced by frictionless feedback and social | |
• Creating a robust feedback system and integrating the Voice of Patients & Family | |
• Be scientific and use best practice | |
• Compare and use benchmarks | |
• Develop action plans and report results | |
• Transparency is key; share data and results | |
Nasser Al Naimi | Hamad Medical Corporation Deputy Chief Quality Officer | |
Hamad Healthcare Quality Institute Co-Director | |
Adil Ahmed | Hamad Medical Corporation | |
Assistant Executive Director - Corporate Customer Services (Nesma’ak) | |
Benjamin Panton | Hamad Medical Corporation Acting Assistant Executive Director – Center for Patient Experience | |
11:00 | Morning Coffee Break & Networking |
11:30 Dubai's Happiness Agenda: A Healthy Dose of Happiness! | |
• Outline of the Happiness Agenda, scientific basis and framework | |
• Measuring happiness in Dubai | |
• Improving smart services in the health sector | |
• Interventions for happiness, and relationship to health | |
Dr. Ali Al-Azzawi | Smart Office Dubai City Experience Advisor | |
12:00 | Social Media Marketing |
From Sidelines to Mainstream : Reinvent or Perish | |
• Social Media : Make or Break the Brand | |
• Curated and focused marketing effort | |
• Maintaining top line awareness & create loyalty in one seamless package | |
• Service excellence and positive clinical outcome | |
Dr. Anshul Govila | Universal Hospitals Deputy Chief Operating Officer | |
12:30 | Cross Industry Dialogue Learning from Customer Experience Champions: Lessons & Challenges for Health Care Organizations |
The underpinning of this journey encompasses a strong value proposition by borrowing innovative standards from other industry verticals and establishing an infrastructure for service and operational excellence. | |
• Taking a cue from other industry customer experience model | |
• Reality check – Common feedback, competency gaps and opportunities to improve | |
• Establishing the CXO role within a hospital or health system | |
• Redesigning processes to encourage service excellence for improved patient experiences | |
• Successful Patient Experience Program : 360 degree from GREETING to FAREWELL | |
Panel Moderator | |
Vivek Shukla | Aster DM Healthcare GM & Head of Marketing | |
Panelists : | |
Ismail Mohammed DU | Senior Vice President - Customer Operations | |
Dr. Ali Al-Azzawi | Smart Office Dubai | |
City Experience Advisor | |
Prof. Hadi Eltigani | |
Abu Dhabi International Centre for | |
Organizational Excellence (ADICOE) | CEO | |
Sheikh Khalifa Excellence Award (SKEA) | |
Co-ordinator General | |
Abu Dhabi Chamber of Commerce and | |
Industry (ADC) | Executive Director - Department of Planning & Corporate Support | |
Emirates Quality Association | Chairman | |
13:00 | Prayer Break & Luncheon |
14:00 | Case Study: Development of a Service Excellence Program at American Hospital Dubai |
• Setting values, standards and behaviors | |
• Patient satisfaction surveying | |
• Patient and Family centered care program | |
Lamees AlHaj | American Hospital Dubai | |
Service Excellence Officer | |
14:30 | Case Study: Implementing a Single Patient Experience Measurement Index Across An International Healthcare Group : Benefits & Challenges |
• Rationale for implementing a standard patient experience index across geographically diverse regions | |
• Benefits and challenges of implementing such a tool | |
• Overview of the chosen tool (Press Ganey) | |
• Highlight issues relating to patient experience measurement in the Middle East | |
• Link between employee engagement and patient satisfaction | |
• What has been learnt since implementation of | |
the tool in 2015 and how Mediclinic uses the | |
results to improve the patient journey? | |
Peter Menelaou | Mediclinic Middle East & Al | |
Noor Hospitals Group | Chief Marketing Officer | |
Vanessa Batten | Mediclinic Middle East & Al | |
Noor Hospitals Group | |
Senior Communications Officer | |
15:00 | Outside The- Box Patient Centered Facility Design |
• The business case for patient-centered facility design | |
• Evidence base design – Next generation design and layout considerations | |
• Capability, Comfort and Calm: Designing healthcare facility for excellence and empathy | |
15:30 | Round Table Discussion 360 Degrees of Ideas |
This session will allow facilitated time to share ideas and opinions on hot topics in patient experience in an interactive, informal and fun setting with other attendees. Walk away challenging yourself to new ways of thinking, behaving and managing. | |
OR | |
Access of Care for Optimal Patient Satisfaction | |
It’s a way to bring some healthcare to people who don’t often see it, but who do need it | |
• How does care access affect value-based care policies? | |
• Challenges & proven prohibitive | |
• How can providers improve healthcare access for patients? | |
• Deployment of innovative digital communication strategies | |
Assessing dynamics related to population type, convenience, affordability | |
16:00 | End of Day 2 & Closing Remarks from the Chairman |
Samer Ellahham | Sheikh Khalifa Medical City | |
Chief Quality Officer; Senior Cardiovascular Consultant | |
16:10 | Farewell Coffee & Networking |
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