Wednesday, July 11
5:00 p.m. – 7:00 p.m.
Welcome Networking Reception
Thursday, July 12
7:00 a.m. - 7:45 a.m.
Registration & Networking Breakfast with Exhibitors
7:45 a.m.- 8:00 a.m.
Vice President and Publisher
8:00 a.m. - 9:00 a.m.
It’s Time to Talk About It: How Faith, Wholeness and a Consumer-First Focus
Inspire Care at Every Stage of Life and Health
There are two entities that discharge people – the military and healthcare. Adventist Health System wants to remove healthcare from that frame of reference. This keynote presentation will demonstrate how Adventist created a strategic framework, that puts consumers at the center of the health system.
Key issues to be covered include how to:
Develop programs, services, platforms, and a culture that connects with and serves the consumers’ needs regardless of their location or condition
Launch mobile and interactive tools that give patients access to care with transparent and easy ways to pay for it.
Train employees on consistent service standards.
Develop an integrated care navigation program and offer spiritual care in all service settings.
Provide the connectivity for the health system to deliver on its brand promise of wholeness like never before.
President and Chief Executive Officer
Adventist Health System
Shaw's career with Adventist Health System spans more than 30 years. Immediately prior to being named president/CEO, he served as executive vice president, chief financial officer and chief operations officer, where his broad understanding and knowledge of health care finance, IT and overall operations enabled him to play a pivotal role in defining the organization's vision and direction. Shaw began his career with AHS as a business intern in 1982. He was appointed director at Florida Hospital in 1985, assistant vice president in 1990, vice president in 1992, and senior vice president in 1996. In 2000, Shaw became senior vice president and chief financial officer for AHS, a role he held until 2010 when he gained COO responsibilities.
9:00 a.m. - 10:00 a.m.
The Rise of Consumerism in Healthcare: Rethinking Patient Engagement
The explosion of consumer innovations seen in areas like, social media, digital marketing, and personalized services have made their way into health care. With new digital tools to manage health and the increase of consumerism in the healthcare space, as well as transformation in consumer behavior, health care organizations must rethink their consumer relationships and patient engagement strategies to remain competitive. Consumers are demanding better access and more information, so they can make informed choices and decisions, as well as gain easy access to physicians and medical information in order to seek the care they ultimately choose. Healthcare organizations that respond to the growing trend of consumerism in healthcare will be better positioned to thrive in this ever-changing market. Consumers are taking an increasingly active role in making healthcare decisions. Creating strategies to meet the requirements of this escalating trend presents opportunity for today's health providers.
This presentation will discuss how to achieve the highest levels of patient engagement and satisfaction.
Key issues to be discussed, include:
• Making the customer the center of focus and the customer experience a top priority
• Ensuring all services and innovations are focused on the best interest of the consumer
• Meeting increased patient expectations in every aspect of their journey - from diagnosis through support
• Price transparency share prices, for obvious reasons.
• Creating purpose-driven tactics for every phase of the patient experience
• Capitalizing on big data and making it accessible to allow consumer to better understand their health
• Leveraging multi-channel platforms so patients can manage their care - anytime, anywhere.
MD, Chief Medical Officer
Press Ganey Associates
R. Henry Capps, Jr.
MD, Senior Vice President and Chief Operating Officer Physician Network
Vice President, Strategic Marketing
Vice President of Public Relations
Sylvia Van Loveren
Senior Vice President
10:00 a.m. - 10:30 a.m.
Morning Break and Networking with Exhibitors
10:30 a.m. – 11:30 a.m.
Strategies for Activating and Engaging Physicians
Physician engagement is a critical success factor in navigating delivery system transformation. The patient-physician connection is the most important relationship in health care, and optimizing that relationship will reduce health care costs and improve overall quality of care.
The changing nature of competition, the quest to improve the patient experience, and the on-going journey to optimize conventional and new, innovative patient channels are just a few reasons why physician engagement is important. By actively engaging physicians, hospitals, or health systems can build mutualistic relationships, as physician alignment increases your market share and drives revenues.
The following key issues will be discussed:
Best practices for activating and equipping physicians with the necessary tools to engage their patients, as well as the future of physician engagement overall
Overcoming the existing barriers to successful physician engagement
Gaining a deeper understanding of physicians, defining strategic goals, implementing alignment tools, and tracking efforts
Understanding the relationship between a fully engaged provider and improved patient outcomes
Insights into strategies that equip physicians with added accessibility, transparency, and support to better achieve their goal
Increasing engagement among physicians for an engaged patient-base and improved care
Communicating goals with physicians to improve engagement levels
Senior Vice President, Product and Strategy
Chief Development Officer
Global Healthcare Alliance
President and Chief Executive Officer
Fairview Health Services
Jeffrey Le Benger
MD, Chairman of the Board and Chief Executive Officer
Summit Medical Group
President and Chief Executive Officer
11:30 a.m. - 12:45 p.m.
12:45 p.m. - 1:45 p.m.
Creating a Seamless Customer Experience: Going Beyond Patient Portals
One third of health care consumers have used a mobile app to communicate with a provider in real time. 80% of consumers who have communicated real time via a mobile app prefer this method to a traditional office visit. Yet, 85% of health care executives aren’t confident that they have the right technology in place to evolve patient experience, and 54% aren’t confident they have the right processes in place to achieve this.
Consumers are more engaged and have higher expectations than ever before in managing their health and wellness. Now, health care organization’s success and competitiveness depends on delivering an effortless experience that meets—or exceeds—health care consumers’ expectations. The benchmark for the health care customer experience now comes from companies like Amazon and Uber, that have set a high standard for shopping and customer service experiences. Health care consumers and patients, expect the same type of seamless experience when interacting with provider organizations.
Join our panel of experts as they take a deep dive into creating a seamless customer experience, including:
Exploring how today’s consumers interact with health care providers and how communication preferences are shaping the industry
Aligning consumers’ expectations and health care organizations’ confidence in delivering on those expectations
Making it easier for consumers to buy and access health care services to gain significant advantage over competitors
Shaping the consumer experience by modernizing the systems and technologies, that touch and engage consumers and engage them
Understanding the new customer and designing the future journey and experience
Director of Population Health and Strategy
West Monroe Partners
Vice President and Chief Experience Officer
Chief Information Officer and Vice President
1:45 p.m. - 2:45 p.m.
The Future of Consumerism and Patient Engagement:
What Are the Possibilities Moving Forward?
Health care is experiencing a profound shift in the type of care today’s consumers expect, and the opportunities for providers those that respond to it applicably are huge. In the future, healthcare leadership will share the understanding that consumerism is king. Informed and empowered consumers are among the most attractive patients for health care providers and healthcare leadership. These leaders that want to reach out to them in the future must understand the trends that will control how these consumers behave. This presentation will discuss the future trends and possibilities driving consumerism and patient engagement and best practice opportunities to engage patients, including:
Managing the impact of insurance coverage changes on consumers
Providing patients with supplemental therapies beyond what physicians prescribe
Competing in a market of increased comparison shopping for care
Capitalizing on smartphones and wearable devices to enable unprecedented levels of engagement
Promoting healthier lifestyle as a benefit for increased vitality and longer lifespan
Offering speed and personalization to enhance and leverage the user experience
Delivering customized content to nudge consumers to change to more healthy behaviors
Senior Vice President, Consulting Services
Change Healthcare Consulting
MD, Medical Director, Population Health and Analytics
MD, Division Vice President, Chief Medical Officer, HealthCare Clinic
Senior Director, Health Information
Chief Operating Officer
2:45 p.m. - 3:00 p.m.
Afternoon Break and Networking with Exhibitors
3:00 p.m. - 4:00 p.m.
On Their Terms: Delivering Care How, When and Where Patients Want
Health care is changing. With major disruptive players entering the industry with vast resources and lofty ambitions of “fixing” health care, care providing organizations must change how they do business to meet evolving patient expectations. In this session, I’ll discuss how Marshfield Clinic Health System is working to shift the paradigm of care delivery to a more patient-centered approach in terms of quality, affordability and outcomes, by:
Changing the site of care and leveraging telehealth to improve care quality, outcomes, affordability and patient satisfaction
Changing payment arrangements to incentivize long-term patient health and efficient care rather than simple delivery of health care services
Using population health to better understand how to keep patients healthy and manage specific groups of patients proactively
The power of an integrated care model to enable more coordinated, efficient and higher quality care
Chief Executive Officer
Marshfield Clinic Health System
4:00 p.m. - 5:00 p.m.
Town Hall: Consumerism Solutions Action Plan
What Are We Doing? What’s Working?
This interactive session is a “town hall” format, that will provide you with the opportunity to discuss the topics, questions, and issues that are directly impacting you the most. In this session, you, the audience will be the moderator and are welcome to question our panel of healthcare experts with the aim of developing and discovering collaborative solutions to engage clinicians and patients
This town hall will discuss what is happening now, what is working, and what future solutions can be implemented to accelerate the adoption of strategies that you can implement immediately.