Programs
Improving Patient Experience Program Area
Outcomes Conference

Overview

The Patient Experience Outcomes Conferences allowed physician organizations from previous Patient Experience Collaboratives to share their experiences and lessons learned:

  • Which interventions work (and which do not)
  • How to overcome challenges
  • How to effectively engage physicians in improvement
  • Effective approaches to spread and sustain improvements in patient experience

The conference benefitted attendees by allowing them to:

  • Learn from past collaborative participants which group interventions boost Patient Assessment Survey (PAS) scores in doctor-patient communication, access to care, and care coordination
  • Get practical tips and tools to begin improvements
  • Learn from California physician groups which strategies work to recruit and sustain physician engagement
  • Understand what it takes to spread and sustain improvements beyond pilot sites
  • Network with physician group medical directors, quality managers, physicians, office staff, and experts
Featured
CQC Guide to Improving the Patient Experience (DOC | PDF)
 
Physicians discuss improving patient experience (Video)

Past Conference Materials

Review agendas and materials from previous years:

2008 Patient Experience Outcomes Conference

Agenda

February 18, 2009
Westin Hotel LAX

9:00 - 9:30am Registration & Continental Breakfast
9:30 - 10:00am Introduction: What Have We Learned about Improving Patient Experience (PPT)
Tammy Fisher, MPH, California Quality Collaborative, Pacific Business Group on Health
  • Review CQC approach to making an impact on PAS scores
  • Review key tactical and strategic changes at the practice and organization level
10:00 - 11:00am Changes that Improve Patient Experience (PDF)
Daniel Lewis, MD, Facey Medical Group
  • Presentation from a CA collaborative team about how to spread tactical changes shown to make improvements in doctor-patient communication and care coordination
  • Facilitated discussion (Q&A)
11:00 - 11:15am Break
11:15 -11:45am Engaging Physicians in Making Changes (PPT)
Nancy Greenstreet, MD, Physicians Medical Group of Santa Cruz
  • Review key principles for supporting adoption of changes
  • Presentation from a CA collaborative team on what it takes to engage doctors and what organizations can do to support change
  • Facilitated discussion (Q&A)
11:45am - 12:45pm Spreading and Sustaining Changes (PPT)
Michael Gilbert, MD, St. Joseph Heritage Medical Group & Michael Kern, MD, John Muir Physician Network
  • Presentations from CA groups on the role of leadership in spreading and sustaining improvements, including culture around rewards, transparency, feedback/monitoring, and providing ongoing technical assistance
  • Facilitated discussion (Q&A)
  • CQC Tipsheet for Engaging & Supporting Physicians in Change (DOC)
12:45 - 1:00pm Wrap-up and Review Upcoming CQC Patient Experience offerings
1:00pm Adjourn/Networking Lunch

2007 Patient Experience Outcomes Conference

Agenda

Friday, June 8, 2007
Sheraton Gateway Hotel, Los Angeles

8:30 - 9:00am Registration & Continental Breakfast
9:00 - 9:15am Welcome/Overview of CQC Patient Experience Collaborative (PDF)
Tammy Fisher, MPH, Collaborative Co-Director & Neil Solomon, MD, Collaborative Co-Director
9:15 - 10:45am Improving Patient Experience: Best Practice Panel I (PDF)
Ed Becker, MD, Muir/Diablo Medical Group IPA; Janet Gaston, MD, John Muir Medical Group & Olivia Cowell, Affinity IPA
  • Learn from practices what changes improve the patient experience
  • Learn from practices what changes improve physician and staff satisfaction
10:45 - 11:00am Break
11:00 - 11:45am Results from the Patient Experience Collaborative (PPT)
Neil Solomon, MD, Collaborative Co-Director & Kelle Eason, MPH, Lumetra
  • Learn about how physicians in the collaborative performed in the Pay for performance patient experience measures
  • Find out strengths and challenges when using surveys and measurement for quality improvement purposes
11:45am - 12:00pm Top 12 Changes that Improve the Patient Experience (PPT)
Tammy Fisher, MPH, Collaborative Co-Director
  • Learn the top 12 changes to make improvements in access, care coordination, and doctor-patient communication
12:00 - 2:00pm Improving Patient Experience: Best Practice Panel II (PDF)
Mary Young & Rebecca Snakowski, Monarch Healthcare & Christina Lee, MD, Greater Newport Physiciansr
  • Learn from practices what changes improve the patient experience
  • Learn from practices what changes improve physician and staff satisfaction
2:00 - 3:00pm Spreading Best Practices: Physician Organization Panel (PDF)
Mike Zimmerman, MD, Affinity IPA; Beth Collins, Greater Newport Physicians; Janet Gaston, MD, John Muir Medical Group; Mary Young & Rebecca Snakowski, Monarch Healthcare
  • Learn from physician organizations about their approach to spreading patient experience best practices
  • Find out resources to help sustain changes
  • Learn about CQC Patient Experience Spread Collaborative
3:00 - 4:00pm Presentation of Awards
4:00pm Adjourn