Member Spotlight

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The Academy of Communication in Healthcare's Member Spotlight feature allows members of the community to know each other beyond the CVs, publications and presentations. Each month a diverse member of ACH will be chosen to write their responses to questions they select to reveal more about themselves as people. It is the Academy's hope that learning about an individual may spark connections that blossom via email, phone conversations or in-person meetings at conferences, courses and forums. We welcome your feedback on this enterprise and nominations for future Spotlight Members.
2018 

Harker.pngMatthew Witry, PharmD, PhD
University of Iowa College of Pharmacy
Assistant Professor Department of Health Services Research
Iowa City, IA
matthew-witry@uiowa.edu

Biography: Matthew Witry is on the faculty of the University of Iowa College of Pharmacy in the department of Pharmacy Practice and Science. Dr. Witry teaches student pharmacists about patient centered communication, medication adherence, and other social-behavioral topics at various points in the curriculum. Witry also works with the PhD students and Pharmacy Residents on qualitative methods and practice-based research projects. One of Witry’s guiding interests transferring communication best-practices from nursing, medicine, social work to pharmacy practice settings where the field of patient-centered care is still gaining traction. Witry’s research focuses on adherence to medicines and exploring ways pharmacists can obtain and use information on patient experiences, beliefs, and preferences in their practice.

What was your earliest ambition?
I started college in the engineering program, but soon decided to make the shift from a technical field to the health care field-specifically, pharmacy. While both professionals help people, I saw a great potential for pharmacists in the coming decades and wanted to be a part of shaping their role in the healthcare system.

What was the best career move?
While it is somewhat unconventional to stay on with a University for a faculty appointment after graduating from the same program, doing so has been a good fit. The college had a need for a faculty member to pursue teaching and scholarship in patient-centered communication and that was my passion.

What book should every healthcare provider read?
I am currently reading “The Compassionate Connection: The Healing Power of Empathy and Mindful Listening” by Rankel and am finding it very compelling. On the topic of medication adherence, I found Shea’s “Improving Medication Adherence” from 2006 to be an insightful perspective based on first hand experiences.

What poem, song, or passage of prose would you like mourners to hear at your funeral?
He was a friend of mine - Bob Dylan

What is your guiltiest pleasure?
I like to leave the office a little early, especially in the summer, to read articles and review manuscripts at the coffee shop.

Summarize your personality in three words
Curious, idealistic, steady

How would you spend your favorite day?
Exploring a new city, enjoying local food, drink, sights, and experiences.

Where are you the happiest?
Anywhere where my family and friends are laughing and enjoying themselves.

 

Why do patients request diagnostic tests? What emotions arise for clinicians when patients ask for tests? Why do clinicians find these requests more challenging than those for opioid pain medications? This webinar will provide participants with tools that enable them to have these difficult conversations in short periods of time, which will result in meeting the patient's agenda while also protecting patient safety.

Harker.pngKatlin Harker
Duke University, School of Medicine, Division of Physical Therapy
Owner
Durham, NC
katlin.harker@duke.edu

Biography: Katlin is entering her third-year as a student physical therapist at Duke University with interests in Pilates-based physical therapy, pelvic health, performing arts rehabilitation, and the treatment of persistent pain. Upon graduating from her undergraduate institution, Dickinson College, Katlin entered into the Peace Corps as a TESL volunteer in the Republic of Palau where she spent nearly three years on the island of Peleliu. Prior to graduate school, Katlin worked as a Certified Strength and Conditioning Coach (NSCA-CSCS) working with athletes across the lifespan, as well as an English language educator. It was during her time as an educator/coach that she realized her passion was in empowering individuals in their bodies, which prompted her to pursue a Doctor of Physical Therapy degree. Katlin’s current research interests are focused on the impact social factors have on an individual’s pain experience. Her goal in all interactions is to create a space that fosters authentic communication and connection.

What was the best career move?
When my Peace Corps service was coming to a close, I decided to apply for an extension of service to see my students through their eighth-grade graduation. The decision to remain in the community for another school year allowed me, for the first time, to feel content with an experience ending.

What book should every healthcare provider read?
The Immortal Life of Henrietta Lacks by Rebecca Skloot is a must-read for anyone working in or utilizing healthcare. It not only adds humanity back to science, but it also sheds light on issues of health inequities that contribute to how/why/when/where our patients access their care and the work that still needs to be done.

What poem, song or passage of prose would you like mourners to hear at your funeral?
“Embrace your fate. Rejoice in what gives you grief. That which you would flee, turn and run towards it with all your heart. Only by becoming your misfortune will you transcend it.” – The Moor’s Last Sigh by Salman Rushdie

Summarize your personality in three words.
I took an informal poll, which not only made me laugh but also kept me humble. The general themes were: loyal, passionate, quirky

Where are you the happiest?
Near saltwater and sunshine preferably with temperatures between 60-95F.

 

Why do patients request diagnostic tests? What emotions arise for clinicians when patients ask for tests? Why do clinicians find these requests more challenging than those for opioid pain medications? This webinar will provide participants with tools that enable them to have these difficult conversations in short periods of time, which will result in meeting the patient's agenda while also protecting patient safety.

binder.pngMarla Rowe Gorosh, MD, FACH
Henry Ford Health System
Senior Staff Department of Family Medicine, Henry Ford Medical Group
Education and Organizational Development, Institute on Multicultural Health, Henry Ford Health System
Associate Clinical Professor, Wayne State University School of Medicine
Detroit, Michigan
Mrowe1@hfhs.org

Biography: Dr. Marla Rowe Gorosh has been a Senior Staff member of the Henry Ford Medical Group for over 30 years where she has been elected to the Board of Governors, a Family Medicine Program Director and active in organizational development. In addition to being a clinically active family practitioner, she is an educator of medical students, residents and senior faculty and healthcare system leaders across all specialties/disciplines focused on relationship-centered care communication with patients, their families and on teams. In addition, she has extended that teaching to include challenging situations such as shared decision making, end-of-life care, disclosing errors, delivering bad news, and negotiating and embracing difference using culturally sensitive relationship-centered skills. She successfully created and directed a series of programs for practicing physicians to engage in relationship-centered communication with their patients in 1994 with AAPP-now ACH- and continues this training today. She has facilitated teams to develop relationships that support the discovery of their strengths, build resilience and navigate their differences in the process of their daily work and to embrace and create cultural organizational change. She has worked to develop and facilitate the Health Equity Scholars Program (2009-present) to integrate and foster equity in health and healthcare across the organization. She is currently a committed faculty member of ACH having been a FIT Guide to current active ACH faculty, developed workshops for ENRICH and Winter Course both of which she has co-directed with great pleasure.

What was the worst mistake in your career?
Thinking I was an imposter for way too long which made me sleep deprived for too many years. On the other hand, it helped to keep me humble and ever vigilant for errors.

What was your best career move?
I started my undergrad years hoping to foment social change in Urban Studies and shifted into medicine as a patient advocate so I could make a change from the inside as a doctor. I couldn’t believe there were people who chose to come to a dingy free clinic because they were afraid of how they’d be treated in a traditional clinic or ER. I attended my first AAPP –now ACH conference on spirituality at the Fetzer Institute where I was introduced to the great works of Rachel Naiomi Remen, Parker Palmer and the charter members of AAPP.

Who is the person you would most like to thank and why?
My 5th-grade science teacher, Mr. Dowd, who gave extra credit for bringing anything that could be considered science to “show and tell”-like my seashell, rock and ant collections. And professionally, David Leach for supporting and inspiring me to teach and engage in organizational change.

What book should every healthcare provider read?
The Spirit Catches You and You Fall Down: A Hmong Child, Her American Doctors and a Collision of Two Cultures by Anne Fadiman

What is your guiltiest pleasure?
Sleeping in and staying up late.

Summarize your personality in three words.
Passionate, creative, even-tempered.

How would you spend your favorite day?
Hanging out with my family in nature, cooking and eating together in a well-equipped kitchen, listening to music, poetry, seeing a fabulous movie, hearing a great speech, visiting great art or exploring architecture.

Where are you the happiest?
See number 9 above. Witnessing learning or deep enjoyment that I may have had a role in facilitating.

binder.pngJames Binder, MD
Crossroad Health Center
Cincinnati, OH

Biography: I am a semi -retired pediatrician/child psychiatrist. I spent the bulk of my career working as a physician in West Virginia and now live in Cincinnati. I taught at Marshall University Medical School for 13 years during my time in West Virginia. I love teaching relationship skills to trainees and am in the process of pursuing that desire in a new city. I am also passionate about the right of all people to have access to equitable and compassionate medical care and am active in the Cincinnati Chapter of Physicians for a National Health Program  

What was the worst mistake in your career?
My worst mistake and my best career move were identical. We moved to West Virginia to start a solo pediatric practice. It was a wonderful place to both raise a family and have a practice. The downside was I was too busy and eventually burned out and went into psychiatry/ child psychiatry.

Who is the person you would most like to thank and why?
Fred Platt, MD. Fred mentored my growth as a writer and teacher of communication skills. I was inspired by his generosity, integrity, and of course, his knowledge and experience. I was very lucky to have that experience.  

What book should every healthcare provider read?
Family Oriented Primary Care by McDaniel, Campbell, Hepworth, Lorenz and Communication Rx, ed. by Chou and Cooley

What poem, song, or passage of prose would you like mourners to hear at your funeral?
Danny Boy

How would you spend your favorite day?
Spending the day with my wife, maybe exercising, going to lunch and a movie.

Where are you the happiest?
One of my favorite activities is participating in a lively group. I like the stimulation and, especially, the connection with other folks.

Wilson_File.pngWilson M. File, MD, MMEdL
Eastern Virginia Medical School/The Children’s Hospital of The King’s Daughters
Assistant Professor of Pediatrics
Norfolk, VA
wilson.file@chkd.org


Biography: Wilson File is a Pediatric Oncologist at the Children’s Hospital of The King’s Daughters in Norfolk, VA.  His passions are communication skills training and graduate medical education.  Wilson became interested in communication skills training during his pediatric hematology-oncology fellowship.  During fellowship he designed a curriculum for communication training for fellows along the continuum in pediatric oncology care and became the first pediatric sub-specialty fellow to complete a project in education.  During this time, Wilson became a member of the ACH and met one of his mentors for the project through the ACH mentorship program.   He completed his Master’s in Medical Education and Leadership through the University of New England during fellowship.  He published his needs assessment survey on communication training in the journal, Pediatric Blood and Cancer.  One of the most notable findings was the decrease in communication training along the medical education continuum from medical school through fellowship.  Wilson feels that this should be reversed, that communication training should be more prevalent as medical education becomes more specialized to help improve complex high order communication between providers and families. Wilson is now an Assistant Professor of Pediatrics at Eastern Virginia Medical School where he continues his focus on medical student, graduate medical education and interdisciplinary communication.  He has been featured in several panel discussions for medical students on communicating with families and dealing with the loss of a patient.  Wilson leads a communication curriculum for hematology-oncology nursing and support staff and is the director of education for a local pediatric hospice organization.  He is hopeful to launch a new curriculum training general pediatricians to help navigate families with the loss of a child.  

What was your earliest ambition?
My earliest ambition was to be a mechanical engineer.However, it was not until college and a chance meeting with a future mentor who was a pediatrician that I decided on a career in medicine.

What was the best career move?
My best career move was to have the fortitude to complete a project in education during my pediatric hematology-oncology fellowship. Most fellows complete projects in basic science or clinical research.  This endeavor met with some reluctance, as there was no established path for completion of an education project.  

Who is the person you would most like to thank and why?
It would have to be the person and family that I never had the opportunity to thank, my first patient that I lost during my fellowship training.  I felt so unprepared to manage that situation.  That experience changed my entire career trajectory; he became the inspiration for my communication curriculum. I hope that I continue to honor him and his family through my care of families.  I feel that I learn and grow from every family encounter.  As a provider, it is important to be open to that learning and to challenge oneself to be introspective on things that might not have gone well in certain encounters.  

What book should every healthcare provider read?
Attending – Robert Epstein, The Private Worlds of Dying Children – Myris Bluebond-Langner

What poem, song, or passage of prose would you like mourners to hear at your funeral?
When we honestly ask ourselves which person in our lives means the most to us, we often find it is those who, instead of advice, solutions or cures have chosen rather to share our pain and touch our wounds with a warm and tender hand. The friend who can be silent with us in our moment of despair or confusion, who can stay with us in our hour of grief and bereavement, who can tolerate not knowing, not curing, not healing and face with us the reality of our powerlessness, that is a friend who cares - Henri Nouwen

What is your guiltiest pleasure?
Dunkin Donuts Coffee 

Summarize your personality in three words:
Compassionate, Driven, Teacher 

How would you spend your favorite day?
My favorite day is out on my boat with my family with a fishing rod in hand.  It is the one place where I can find serenity.  I go there to reset from the busy and stressful world that I operate in. 

Where do you find the most fulfillment?
When the door closes in my exam rooms, I get the privilege of helping families navigate one of the most scary and difficult times in their lives.  It is a truly amazing to provide care to families and patients that face such adversity which such grace and bravery.  

Alexander_round_edge.pngAlexander Villafranca, B.E.S.S., MSc., PhD(c)
University of Manitoba and the University of Winnipeg
PhD Student and Researcher

Winnipeg, Canada

Biography:
 Alexander is currently completing a PhD in Inter-disciplinary studies (Community Health Sciences & Bioethics) focusing on the role that authenticity should play in medical choices made by patients. He previously completed an undergraduate degree in exercise physiology and a Master’s degree in medical rehabilitation. He holds research positions at both the University of Manitoba and the University of Winnipeg. Alexander’s research interests include medical ethics, health literacy, and professional ethics. He has received several national and international research awards, and his research has been profiled by CBC news, ABC news, and the LA Times.

What was your earliest ambition?
To be happy and fulfilled as a person. I think that every other potential ambition should be evaluated based on whether it facilitates that overarching goal.

Who is the person you would most like to thank and why?
All the people who have advised and mentored me throughout my life. They helped to shape my identity and the values I hold.

What book should every healthcare provider read?
Dr. Seuss’ Green Eggs and Ham- seriously! Bioethicist Lachlan Farrow wrote a great article explaining the lessons that healthcare providers can get from this book (see “The green eggs and ham phenomena, The Hastings Center report, 1994, Vol.24(6), pp.S29-32). The most important lesson… Sam-I-Am offers the protagonist green eggs and ham a thousand different ways, but is turned down for one important reason- “I do not like that Sam-I-Am”! This emphasizes that a bad relationship between a clinician and a patient can completely derail an informed consent conversation before it even begins. 

What is your guiltiest pleasure?
I actually have a hammock hanging in my house that I relax in after a hard day. I can say with unwavering confidence that house hammocks are underrated. However, it may be wise to put the hammock away before your boss or in-laws come over for dinner. 

How would you spend your favorite day?
Drop me in an interesting place with good company and we will fill in the details based on where the day takes us. If it is a quiet day at home, then a mix of record playing, meditating, and reading is always a good choice.

Michelle_Harcha.jpgMichelle Harcha, DVM, MA
LeadYourShip LLC
Owner
Grove City, Ohio
MichelleHarcha@outlook.com

Biography: Dr. Michelle Harcha is a veterinarian with over 30 years experience in the veterinary profession. Her unique combination of professional experiences includes 10 years in clinical practice, 12 years in a variety of roles at Hill’s Pet Nutrition, and 10 years in academia leading the Professional Development curriculum for veterinary students at The Ohio State University College of Veterinary Medicine. Her passion for communication training began when she worked in a veterinary emergency clinic. It was in this environment that she became certified in Everything DiSC® and saw how this assessment and communication skills made a huge impact working with and managing veterinary healthcare teams and improving the client experience. After completing several veterinary specific communication courses, the Institute for Healthcare Communication faculty training and the FRANK™ training, she led the development of a comprehensive applied communication curriculum at Ohio State. Dr. Harcha learned of the Academy of Communication in Healthcare and DocCom from her colleagues in the College of Medicine while teaching inter-professional education. Inter-professional students share many qualities and the importance of communication is evident in all healthcare professions. In 2017, she formed LeadYourShip LLC to bring her experience in communication, leadership skills, and emotional intelligence to the veterinary profession.

What was your earliest ambition?
Combining my love for animals and my passion for science, I decided to pursue a career in veterinary medicine at the age of thirteen. My grandfather was a veterinarian and when I was a small child, he told my mom that one day I would choose this career.

What was the worst mistake in your career?
No mistakes. Everything I have done in my career has led me to this moment. I would not change a thing. I am grateful for the unique blend and balance of professional experiences including clinical private practice, industry, and academia. All of this has contributed to my passion and skill in teaching communication, leadership, emotional intelligence, and resiliency.

What was the best career move?
I have had multiple careers, each a stepping stone to the next. I would not say one is better than the other. Each career began as my dream job. As I have grown and developed, so have my career goals. Moving from one job to the next, gives someone else the opportunity to live their dream as well. It is now exciting to begin my own consulting company with a focus on teaching communication, leadership, and emotional intelligence in veterinary hospitals and practices.

Who is the person you would most like to thank and why?
Both of my parents. They always supported my decision to go to veterinary school. My mom and dad gave me a strong sense of serving others, making a difference in the world, and being a good communicator. They helped me believe I could do anything I set my mind to do.

What book should every healthcare provider read?
Any book that makes them a better communicator and a kinder person. For me, that is anything written by Wayne Dyer, Byron Katie, Daniel Goleman, or Brene Brown.

What is your guiltiest pleasure?
I am a lifelong learner. I spend a lot of time, money, and energy on books, online courses, and continuing education. I have received insights from books and classes that have changed my life. Sharing what I learn with others is my passion.

Summarize your personality in three words.
Authentic, committed, and compassionate

How would you spend your favorite day?
Going to an Ohio State football game on a fall afternoon in Ohio Stadium. This would be preceded by attending the Ohio State Marching Band practice before the game at their “skull session” and then attending their post-game show after the Buckeye victory. I have been attending Ohio State football games with my family since I was a child and each game feels like a family reunion.

Where are you the happiest?
When I am learning and teaching others or spending time with my yellow Labrador Retriever, Colby.

 

Why do patients request diagnostic tests? What emotions arise for clinicians when patients ask for tests? Why do clinicians find these requests more challenging than those for opioid pain medications? This webinar will provide participants with tools that enable them to have these difficult conversations in short periods of time, which will result in meeting the patient's agenda while also protecting patient safety.

  Motivational Interviewing and Facilitating Patient Behavior Change in the (time-constrained) Clinical Setting - Krista Hirschmann, MA, PhD

After this webinar participants will be able to: 1. Describe the general spirit and technique of Motivational Interviewing; 2. Explain four specific MI techniques; and 3. List two common challenges to implementing MI d)Apply an abbreviated approach for a time-constrained encounters.

  TTT Programs: Developing Internal Facilitators of Relationship-Centered Communication - Calvin Chou, MD, PhD, FAACH, Professor of Clinical Medicine, University of California, San Francisco & Laura Cooley, PhD, Senior Director of Education and Outreach, Academy of Communication in Healthcare

Through this webinar you will learn how ACH has helped institutions across the country establish internal expertise through delivering train-the-trainer programs. Growing programs with local champions as skills trainers equips institutions with renewable means to support internal development and longevity for culture change. The phases of the program include preparing for implementation of the program, having program participants undergo a fundamental communication skills workshop and then understanding the theoretical and practical rationales underlying the workshop, setting up practice sessions for participants to achieve mastery, and ensuring long-term viability of a communication skills improvement initiative. Train-the-trainer programs are a viable way to create enduring communities of local experts who can implement and support institutions' commitments to excellence in the communication skills of their providers.

  What is ‘Shared Presence’ and Why Should I Care?- Richard Frankel, PhD, Professor of Medicine, Indiana University School of Medicine

A great deal of interest and practical wisdom has come from research and education on communication in encounters with patients. This webinar will focus on one specific aspect of relationships, the concept of "shared presence". The overall goal is to describe the role of shared presence in four domains of practice: 1) interpersonal skills; 2) relational contexts; 3) actions in encounters and 4) co-production of healing outcomes. Each of the domains will be unpacked along with evidence about the impact shared presence has on processes and outcomes of care with special attention paid to time and resilience.

  Stereotype Threat and Identity Threat: The Science of a Diverse Community - Claude Steele, PhD, Executive Vice Chancellor and Provost, University of California, Berkeley

Drawing on stereotype threat and social identity threat research, this talk will address the why, what and how of diverse learning communities: why they are important, a working hypothesis about what is critical to their success and what research reveals about how to achieve that success. The talk's practical aim is to identify features of diverse learning communities-schools, universities and academic disciplines-that while good for all students, are especially helpful for minority students generally, and for women in STEM fields. The talk will also explore the psychological significance of community and its role in learning.

  The ART of Responding to Difficult Questions when Caring for Patients with Serious Illness- Lynn O'Neill, MD, Associate Professor, Emory University School of Medicine

Am I dying? How long do I have? These are just two frequent questions posed by patients (or by family members) as they live with a terminal illness. This webinar will describe a method for using ART (Ask-Respond-Tell) to respond to these and other difficult questions. Objectives: Highlight challenging questions that providers are asked by patients at end of life and describe ART (Ask-Respond-Tell), a communication skill used in other situations and its application as a method of responding to difficult questions.

  Shared Decision Making Made Easier: Tools for the Trade - Glyn Elwyn, BA, MD, MSc, PhD, Professor, The Dartmouth Institute for Health Policy & Clinical Practice

In this webinar, Glyn Elwyn, professor at the Dartmouth Institute for Healthcare Policy and Clinical Practice, will provide practical tools to help share decisions in clinical visits. Dr. Elwyn will offer suggestions on how to teach others, including evaluation strategies to explore whether patients have experienced shared decision making. The presentation will focus on the "three talk" model - using team, option and decision talk steps, while providing examples to assist clinicians as they utilize the method with patients. The presentation will also introduce shared decision making tools, such as the Option GridsTM decision aids, to illustrate the integration of evidence-based information into conversations with families.

  Reflective Writing as Scholarship: Using Autoethnography as Self-Reflective Practice to Improve Patient-Centered Communication - Nicole Defenbaugh, PhD, Director of Education & Program Evaluation, Lehigh Valley Health Network

This webinar examines how autoethnography can be a valuable and reflective methodology for clinicians. As a methodology, autoethnography invites researchers to engage in meaningful reflective practice of self and other (culture) through narrative writing ('graphy'). Autoethnography situates the personal story ('auto') at the heart of research, enabling clinicians to explore their personal and professional roles within the culture of medicine ('ethno'), leading to improved communication in the areas of relationship-centered care, patient empathy and self care. More than poetry or short essay, autoethnography follows a systematic research design that can be published and fulfill the "scholarly activity" requirement for residency or medical school.

  Partnership between the social and clinical sciences: Preparing for collaboration across the disciplines- Robert C. Smith, MD, Professor of Medicine and Psychiatry, Michigan State University & Christopher J. Koenig, PhD, Assistant Professor, University of California, San Francisco

In the past 10 years, health services and clinical research has increasingly recognized the importance of incorporating social science to promote patient-centered care and to improve population health. For example, traditional health services research may use administrative or clinical data to identify opportunities for improving care, social scientists may directly observe clinical processes to map out what actually happens before making recommendations for improvement. However, health services, clinical, and social science research often have distinct objectives, methods, and assumptions. This webinar is a conversation with a physician and a social scientist who have successfully navigated trans-disciplinary grant-funded research. The overall goal of the conversation is to identify the pitfalls and opportunities for collaboration to plan for and implement working relationships among health services researchers, clinicians, social scientists.

  Understanding Communication Preferences and Needs By Caregiver Communication Type - Joy Goldsmith, PhD, Associate Professor, The University of Memphis

Family communication patterns, comprised of family talk and family obligation, are used to describe differences and variation in caregiver communication. In this presentation, four different types of caregivers are described, each with their own unique style of communication, communication preferences, and information needs. Tools for identifying the different types of caregivers are reviewed. Objectives: Define family talk and family obligation and understand high and low pattern, identify differences among caregiver types (manager, carrier, lone, partner), and demonstrate awareness of caregiver communication patterns.

  A Five Step Appreciative Model of Coaching Clinicians- Maysel Kemp White, PhD, MFT, FAACH, CEO and President, Healthcare Quality and Communication Improvement, LLC

By the end of this session participants will be able to:

  1. Explain the core premises behind Appreciative Inquiry
  2. Explain the five steps in the Appreciative coaching process
  3. Provide examples of how to discover a coaches strengths
  4. Provide examples of how to elicit a coachee's vision or dean of their ideal self performing at their peak
  5. Explain the core components in designing a plan for success
  6. Explain the core components of developing someone using specific behavioral feedback
  7. Explain how to achieve and sustain their destiny

  Partnering with Patients to Co-Design Healthcare – Developing Patient Preferred Practices - Randall L. Carter, Senior Vice President, Planetree

As the full force and impact of healthcare reform takes root, organizations are under great pressure to improve overall performance in quality, safety, and patient experience. At the same time, a new level of transparency and access to information will continue to expand healthcare consumers' abilities to make more informed choices and influence the care they receive. Designing and implementing a comprehensive patient- and family-centered experience has significant and immediate benefits to organizational culture, as well as longer-term benefits to patient satisfaction ratings, and employee recruitment, retention, and engagement. During this program we review practical and innovative approaches implemented by advanced patient- and family-centered organizations that have significantly enhanced the healthcare experience of patients, families and staff.

  The Institute for Healthcare Improvement's Strategies for Person Centered Care - Martha Hayward, IHI Lead, Public and Patient Engagement, Institute for Healthcare Improvement

Martha Hayward will share the IHI Framework for Public and Patient Engagement and talk about some of the initiatives currently underway, including Always Events, The Conversation Project and Conversation Ready.

  Empathy Perils and Pearls: What social psychology and neurobiology have to say - Steven Rosenzweig, MD, Clinical Associate Professor, Drexel University College of Medicine

We expect empathy from ourselves and our students. What gets in the way between the ideal and real? Recent findings in social psychology and neurobiology help frame the problem and point to the solution.

  The Power of Choice in Patient Experience Excellence: A Critical Role for Physicians & Leaders - Jason Wolf, PhD, CPXP, President, The Beryl Institute

In this session participants will engage in the understanding of patient experience as a macro-concept, impacting the full spectrum of touch points in healthcare, including:

  1. Exploring the definition of patient experience versus satisfaction and the key constructs that comprise it
  2. Examining the Patient Experience Centrality of Needs
  3. Discovering five strategic levers central to patient experience performance
  4. Acknowledging the critical impact physicians and leaders play in patient experience excellence
  5. Understanding the power of choice in driving patient experience success across the continuum of care

  Professionalism and Communication in Medical Education - Dennis Novack, MD, Professor, Drexel University College of Medicine

Healthcare communication teaching, assessment and research is reaching maturity after over three decades of intense work. In recent times, medical educators have begun to understand the importance of focusing on professionalism. The lessons from the work of ACH members and others have broad applicability in the emerging field of professionalism education, assessment, remediation and research. Dr. Novack will highlight the major advances in field of healthcare communication and discuss their applicability to promoting the professional growth of medical students and residents.