A growing body of research affirms that patient-centered care saves time and money while improving overall health care quality. However, such care requires commitment at all levels of health care organizations, from leadership to frontline staff. Improved communication, care coordination, and access are key factors that benefit not only patients, but also the physicians, staff, and the organizations in which they practice — all while making good business sense.

To inspire health care professionals to improve the patient experience in their organizations, the California Health Care Foundation (CHCF) hosted a two-day conference titled “Transforming Health Through the Patient Experience” on January 27 and 28, 2011.

This conference offered the opportunity to network and share ideas with California-based safety-net organizations, medical groups, IPAs, and other primary care providers. Designed for leaders in quality improvement and those in ambulatory care delivery settings and health plans, sessions focused on leadership of a patient-centered culture, listening to the patient voice, and solutions to improve the patient experience.

Below, click “Download PDF” for the presentation materials and “Listen to MP3” for the audio recordings of the four plenary sessions.

Thursday, January 27, 2011

Plenary Presentation

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• Bridget Duffy, MD, Chief Experience Officer, ExperiaHealth
• Susan Edgman-Levitan, PA, Executive Director, John D. Stoeckle Center for Primary Care Innovation at Massachusetts General Hospital

1.1 Patient Voice: The Science of Measurement — Collecting Meaningful and Actionable Data

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• Moderator: Melissa Schoen, MBA, MPH, Senior Program Officer, Better Chronic Disease Care, California Health Care Foundation
• Julie Brown, Director, Survey Research Group, RAND Corporation
• Cheryl Damberg, PhD, Senior Policy Researcher, RAND Corporation
• Dale Shaller, MPA, Principal, Shaller Consulting Group

1.2 Leadership Roundtable: The Business Case — Why the Patient Experience Should Be a Top Strategic Priority

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• Moderator: Jill Steinbruegge, MD, PhD, President, Steinbruegge Consulting
• Marcia Hall, Chief Executive Officer, Sharp Coronado Hospital
• Paul Kaye, MD, Medical Director, Hudson River HealthCare
• Karen Tejcka, RN, MPH, Administrator, Women-Child Services, Behavioral Health, Kaiser Permanente, Orange County Service Area

1.3 Solutions: Physician-Patient Communication — Improving Communication to Enhance the Patient Experience

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• Moderator: Veenu Aulakh, MPH, Senior Program Officer, Innovations for the Underserved, California Health Care Foundation
• Jonathan Barash, MD, Silver Avenue Health Center
• P. T. Koenig, MD, Sutter West Medical Group
• Terry Stein, MD, Director, Clinician-Patient Communication, The Permanente Medical Group

1.4 Solutions: The Key Components — Building a Successful Patient-Centered Care Program

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• Carolyn Shepherd, MD, Chief Medical Officer, Clinica Family Health Services

Plenary/Patient Panel: Learning from Patient and Family Stories

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• Moderator: Bev Johnson, President and Chief Executive Officer, Institute for Patient- and Family-Centered Care

2.1 Solutions: Creating a Patient-Centered Clinic Through Improved Access to Care

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• Moderator: Tammy Fisher, MPH, Director, Quality and Performance Improvement, San Francisco Health Plan
• John Pendleton, MD, Associate Medical Director, Petaluma Health Center
• Carolyn Shepherd, MD, Chief Medical Officer, Clinica Family Health Services
• Albert Yu, MD, Medical Director, Chinatown Public Health Center

2.2 Leadership Roundtable: The Key Ingredient — Leadership Commitment

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• Moderator: Bridget Duffy, MD, Chief Experience Officer, ExperiaHealth
• Kelly Pfeifer, MD, Medical Director, San Francisco Health Plan
• Alex Terrazas, MD, Redlands Family Practice
• Sally Turner, RN, MS, Director, Patient and Family Centered Care, Aurora Sinai Medical Center

2.3 Patient Voice: Involving Patients and Families in Improving Care

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• Moderator: Bev Johnson, President and Chief Executive Officer, Institute for Patient- and Family-Centered Care
• Ellen Chen, MD, Assistant Clinical Professor, University of California, San Francisco
• Jay Molofsky, Administrator, Humboldt Open Door Clinic, NorthCountry Clinic
• Jerry Penso, MD, MBA, Medical Director, Continuum of Care, Sharp Rees-Stealy Medical Group

2.4 Solutions: Strategies for Making Connections with Patients Electronically

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• Moderator: Jonah Frohlich
• Jason Cunningham, DO, Agency Medical Director, West County Health Centers
• Charles Kilo, MD, MPH, Chief Medical Officer, Oregon Health & Sciences University
• Paul Tang, Vice President, Chief Innovation and Technology Officer, Palo Alto Medical Foundation

Friday, January 28, 2011

Plenary Presentation

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• Stephen Beeson, MD, Sharp Rees-Stealy Medical Group

3.1 Solutions: Engaging Staff to Provide an Excellent Patient Experience

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• Moderator: Giovanna Giuliani, MBA, MPH, Senior Manager, Pacific Business Group on Health
• Ezequiel Montejano, Clinic Administrator, St. Anthony Free Medical Clinic
• Kathy Rowan, Chief Operations Officer, Palo Alto Medical Foundation, Camino Division

3.2 Patient Voice: Sharing Patient Experience Data with Providers

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• Moderator: Diane Stewart, MBA, Director, Performance Improvement, Pacific Business Group on Health
• Jenny Buchanan, Vice President, Clinical Operations, Palo Alto Medical Foundation
• Alan Glaseroff, MD, Chief Medical Officer, Humboldt-Del Norte Independent Practice Association
• Sharon Katz, RN, ND, Vice President of Medical Management and Quality, Mills-Peninsula Medical Group

3.3 Leadership Roundtable: Creating a Culture That Supports Patient-Centered Care

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• Moderator: Jill Steinbruegge, MD, PhD, President, Steinbruegge Consulting
• Laurie Francis, MPH, Chief Executive Officer, Montana Primary Care Association
• William Maples, MD, Chair, Quality, Safety, Service, Mayo Clinic Florida

3.4 Solutions: Improving the Patient Experience Through Care Model Innovation

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• Moderator: Sophia Chang, MD, MPH, Director, Better Chronic Disease Care, California Health Care Foundation
• Doug Allen, MD, Chief Medical Officer, Collaborative Care, OptumHealth
• Angela Gandolfo, MBA, Practice Manager, Family Practice Clinic, University of California, Davis
• Evelyn Haddad, MD, Director, Innovative Care Clinic, San Mateo Medical Center

Plenary Presentation

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• Julie Morath, RN, MS, Chief Quality and Safety Officer, Vanderbilt Medical Center