SPEAKER: JASON A. WOLF
PRESIDENT, THE BERYL INSTITUTE, USA

TOPIC: EVERY PATIENT HAS A STORY: CONNECTING PEOPLE AND PURPOSE FOR PATIENT EXPERIENCE EXCELLENCE

SYNOPSIS: It is time to reframe our thinking on patient experience and reinforce the core strategies driving experience excellence in healthcare today. In acknowledging that every person has the potential to impact the human experience in healthcare, we must return to the fundamentals in how we build, lead and operate our healthcare organizations and systems now and into the future.

Learn about the most recent findings from the 2017 State of Patient Experience study and identify the central tenets of the experience era in which healthcare now finds itself.

Be prepared to challenge your thinking, explore new ideas and walk away reignited to lead with purpose for patient experience excellence.


BIOGRAPHY: Jason is a passionate champion and recognized expert on patient experience improvement, organization culture and change, and sustaining high performance in healthcare. As President of The Beryl Institute, Jason has led the growth of the organization into the leading global community of practice and thought leader on improving the patient experience, engaging over 50,000 members and guests in more than 55 countries and establishing the framework for the emerging profession of patient experience.

Jason is the Founding Editor of the Patient Experience Journal, the first open-access, peer-reviewed journal committed to research and practice in patient experience improvement. Jason is a sought after speaker, provocative commentator, and respected author of numerous publications and academic articles on culture, organization change and performance in healthcare, including two books on Organization Development in Healthcare and over 25 white papers on patient experience improvement.

SPEAKER: TIM BLAKE
ENGAGED PATIENT AND CARER, AND MANAGING DIRECTOR, OF SEMANTIC CONSULTING

TOPIC: OUR JOURNEY: HOW DIGITAL HEALTH COMMUNITIES HELPED US THROUGH ONE OF THE HARDEST TIMES OF OUR LIVES

SYNOPSIS: Ten years ago my wife told me she was pregnant for the first time. We were excited. Briefly. What followed was one of the most difficult experiences of our lives. Within a couple of weeks, she was nauseous and vomiting. So badly, in fact, that she had to quit her job almost immediately.

This presentation tells our story. How we learned over time to influence the care we received in hospital by the language that we used. The many compassionate staff, often working against the system. The models of care that suited the system but not us.

I will also explore the critical role that Digital Health Communities played in our care. The way that other people from across the world, with experience of the condition, encouraged us, listened to us, told their stories and gave wise advice. These communities were “healthcare” every bit as much as the formal health services that we received.

BIOGRAPHY: Tim Blake is an Engaged Patient and Carer, and the Managing Director of Semantic Consulting, a consulting firm focused on leading digital change in healthcare.

Tim is passionate about enabling engaged patients, activating caregivers, the use of mobile solutions in health, gamification, patient reported outcomes, digital health communities, precision medicine, consumer genomics, consumer health devices and many other components of Digital Health that are disrupting healthcare in positive and exciting ways.