5th Annual International Patient Experience Symposium Masterclass
Pre-Event Masterclass
Wednesday, 17th May 2023
08.00 hrs. – 16.00hrs.
Improving outcomes and experience for older people living with frailty
Key learning objectives of this masterclass:
- Learn about the development and delivery of the Acute Frailty Network and the evidence base for frailty interventions in acute care settings.
- Understand the importance of shared decision-making in frailty.
- Appreciate the role of Experience-Based Design in improving frailty pathways.
- Explore practical and sustainable improvements in service provision by involving patients in the quality improvement process.
Workshop Leaders:
This workshop will be delivered by Professor Simon Conroy and Mrs Deborah Thompson, who have led the development and implementation of frailty improvements across the UK and Ireland.
Masterclass Overview:
Did you know that systematic reviews have consistently shown that Comprehensive Geriatric Assessment (CGA) delivered to older people in acute care reduces admission to long-term care and saves lives? Yet, despite being supported by several international expert reports, CGA is not routinely available for older people admitted to the hospital in many countries.
In England, significant efforts have been made to support and promote CGA in acute care settings, resulting in the establishment of the Acute Frailty Network (AFN) in 2015. The AFN is the largest international quality improvement collaborative (QIC) focused on acute care for older people.
Building upon this evidence base, the Hospital Wide CGA (HoW-CGA) study engaged stakeholders, including patients and the public, to develop an evidence-based clinical toolkit to embed frailty-attuned care processes. However, the evaluation of pilot sites showed limited progress due to the volume of work involved and the interaction with existing procedures, policies, and norms. To enhance the intervention’s impact, the authors suggested supporting implementation through a Breakthrough Series Collaborative, leading to the creation of the Specialized Clinical Frailty Network (SCFN) in 2018.
Both networks prioritized patient experience and outcomes. The Acute Frailty Network spearheaded the use of Experience-Based Design (EBD) to improve the care of older people living with frailty who present to the hospital acutely unwell. The SCFN combined the How-CGA study’s learnings with robust implementation support to implement frailty-attuned pathways in specialized services.
This symposium, embedded within the international EBD conference, will explore the development and delivery of the AFN and SCFN and the role of shared decision-making and EBD in frailty pathways.
Join us for a transformative learning experience with Professor Simon Conroy and Mrs. Deborah Thompson, pioneers in the development and implementation of frailty improvements, across the UK and Ireland.
Supporting Partner
Workshop Lanyard Partner
4th Annual International Patient Experience Symposium Masterclass
Pre-Event Masterclass A
Co-creation – Consumer Engagement Which Can Drive Healthcare Patient Engagement & Advocacy
20th February 2022 | 10:00– 12:30 hrs. GST
LED BY
Christina Ioannidis, CEO | Aquitude Group – The Engagement Agency
The current CoVid19 pandemic has strained physicians, caregivers and patients. However, this is also a critical time to establish collaborative partnerships so as to amplify the voices of patients and their families and lay the foundations for a post CoVid19 world. These partnerships will not only enhance clinical outcomes but can also improve operational efficiencies.
In this session, delegates will discover:
- Patient Engagement and how it improves clinical outcomes
- Why Families are just as critical as patients in the CoVid PX journey
- Co-creation Framework: defining the secret sauce to executing effective Patient and Family engagement
- The KPIs which are mostly affected by developing a collaborative Patient – Family partnership
Pre-Event Masterclass B
Patient Engagement Strategies & Measurement
20th February 2022 | 14:00 – 16:30 hrs. GST
LED BY
Christina Ioannidis, CEO | Aquitude Group – The Engagement Agency
Patient experience is more than just a hot topic; it is an imperative requirement for healthcare organisations looking to thrive in the era of CoVid19. Embedding Patient-centricity requires a strategic mindset combined with flawless tactical execution. This intensive virtual programme will offer delegates a deep dive into the intricacies of delivering patient experience with a razor-sharp focus on execution and measurement.
In this session, delegates will discover:
- Patient mindsets by touch-point and how they impact clinical outcomes
- The Ideal Service Recovery framework: the ultimate approach to turning negative into positive conversations
- Data-Balanced PX: Leveraging Operational + Experiential Data Points
- The ultimate Experiential KPIs: how the Net Promoter Score trumps Patient Satisfaction
- Why the Patient Effort Score is a critical tool in the PX arsenal
Post-Event Masterclass A
Ultimate Patient Experience Transformation Playbook
24th February 2022 | 10:00– 12:30 Hrs. GST
LED BY
Christina Ioannidis, CEO | Aquitude Group – The Engagement Agency
Patient experience is more than just a hot topic; it is an imperative requirement for healthcare organisations looking to thrive in the era of CoVid19. Embedding Patient-centricity requires a strategic mindset combined with flawless tactical execution. This intensive virtual programme will offer delegates a deep dive into the intricacies of creating a Patient-Centric organisation. Relevant for all players in the healthcare value-chain, delegates will benefit from understanding the step-by-step framework they can follow to create deeper patient-centric cultural change within their organisations in the era of CoVid19.
In this session, delegates will:
- Understand what Patient Experience is and why it is important for patients and healthcare providers
- Deep dive into the impact of CoVid19 on Patient Experience and its long-term implications available to achieve patient engagement
- Discover a 7-step PX framework for defining and embed a Patient-Centric culture for their organisation
- Learn the latest tools to drive patient-centricity and break organisatonal silos
- Set the optimal Patient-Centric Key Performance Indicators to drive their organisational results
Post-Event Masterclass B
Empathy in Healthcare Masterclass
24th February 2022 | 14:00– 16:30 Hrs. GST
LED BY
Christina Ioannidis, CEO | Aquitude Group – The Engagement Agency
Empathy has been proved to increase organisational effectiveness and improve clinical outcomes. This intensive virtual training course is designed to help healthcare professionals develop a deeper level of communication to approach difficult and sensitive conversations with patients, carers, families, and colleagues with empathy. Delegates will develop a deep psychological understanding of themselves and others to best communicate with compassion.
In this session, delegates will:
- Develop an understanding of how empathy and emotional awareness underpins effective healthcare
- Learn to identify and understand empathically-focused thinking and compassionate caring
- Develop strategies to perform with empathy in order to prevent burn out and improve individual and team resilience
- Appreciate empathetic narrative medicine through practice and how to use these narrative medicine skills for patient rapport and engagement
- Obtain a tool-kit of strategies for empathetic communication to facilitate staff well – being and productivity