1st GCC Patient Experience Summit

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