Recorded Webinars

Using Social Technologies To Engage Patients Across the Continuum of Care
Speaker: Christina Thielst, FACHE
Watch the Recording or Download the Slides

This session will explore the integration of social media and underlying technologies into a healthcare organization’s communication and patient engagement strategy.

It will include a review of opportunities to leverage social media as tools for business intelligence, enhancing care coordination processes and facilitating effective communications.

The role of social technologies in clinical and operational initiatives and processes across the entire care continuum and for improving health outcomes will be highlighted.

About the Speaker:
Christina Thielst, FACHE, is Vice President of Social Media at TOWER, a patient experience consulting group. She advises healthcare organizations on strategies to engage consumers across the continuum of care and apply emerging technologies to positively transform experiences – from the patient’s perspective.

Christina has blogged since 2005 and is a thought leader in the continually evolving field of health IT. Her book, Social Media in Healthcare: Connect Communicate Collaborate is now in its second edition and a new book of social media innovation case studies is scheduled for publication in early 2014.

Christina received a Masters of Health Administration from Tulane University, School of Public Health and Tropical Medicine and is a member of the American College of Healthcare Executives, Health Care Executives of Southern California, Health Information Management Systems Society (HIMSS), American Telemedicine Association and The Beryl Institute.


Patients, Pain & Their Perceptions: Powerful Techniques to Help Patients Manage Pain Before, During and After a Hospitalization
Presenter: Edward Leigh, MA
Watch the Recording and Download the Slides.

Pain management is more than meds. Rather, it is about building a relationship with the patient and together finding the best method of managing pain. At times, healthcare professionals cannot completely remove all pain. However, even patients experiencing some pain (that is tolerable) can still have an excellent patient experience. Choosing the right words is as important as choosing the right medications.

In this content-rich and high-energy event you will learn the following:
• Surefire methods of communicating with patients through the continuum of care (pre-hospitalization, in-patient and post-hospitalization).
• Top tips to improve your bottom line by increasing reimbursement via increasing scores on this common patient satisfaction survey question, “How often was your pain well controlled?”
• How to avoid patients from becoming angry and frustrated regarding their pain management. (Once a patient’s situation escalates to a significant level of emotional intensity, it will very difficult to change their perceptions; prevention is the key!)
• Reworking the commonly used “1-10 pain scale” to focus on a more detailed, yet simple to administer method.
• Communicating with patients about the addition of non-pharmaceutical methods of pain management. Both methods can be blended to create super-satisfied patients!

Pain management is more than managing the pain; it is also about managing the perceptions.

About the Speaker
Edward Leigh, MA, is the Founder & Director of The Center for Healthcare Communication. He is a national expert on patient-centered care and raising patient satisfaction scores. He focuses on creating productive healthcare environments through dramatically improved communication between patients and professionals. He is an in-demand keynote speaker, workshop leader, consultant & coach. He has appeared on The Today Show, MSNBC News, The Discovery Channel & The Oprah Winfrey Network.


The Empowered Patient of the 21st Century – How Technology Enables Good Medical Practice
Presenter: Nancy B. Finn
Watch the Recording or Download the Slides.

This presentation will present a profile of empowered, e-patients, their expectations and challenges when confronted with medical issues and have to deal with the medical establishment, and the tools that they use to communicate and collaborate with their health care providers. Patients are looking for compassionate, caring providers who are comfortable engaging with them in open two-way communication. They expect full information at the point of care so that in partnership with their providers they can make appropriate choices and good decisions

Today’s e-patient is used to constant communication delivered in sound bites from a variety of media. They use email to communicate with their colleagues and business associates, access various online networks and databases in order to connect with others, use a variety of health apps on their smartphones, and find needed information on the web. They are concerned with their health, but are typically confused and overwhelmed with the complexity of health care. The presentation will review the tools that e-patients and savvy providers use to provide the patient-centered care that we are all trying to achieve including: digital health records, email, patient portals, health information exchange, smartphones, online resources and telemedicine technology.

About the Speaker:
Nancy B. Finn is a health care journalist, thought leader and patient advocate focusing on patient empowerment and engagement with the deployment of digital communication technology. She is the author of “e-Patients Live Longer, the Complete Guide to Managing Health Care Using Technology”, published by iUniverse. She is one of the blog authors of e-patients.net published by the Society for Participatory Medicine, writes the health care blog www.healthcarebasicsinfo.com, and is the editor of Health Care Basics, a monthly e-newsletter. She is a contributing columnist and a reviewer for the Journal of Participatory Medicine and is sought after to write articles for health-related publications.


Improving the Patient Experience by Creating Therapeutic Relationships with Patients and Families
Presenter: Mary Koloroutis, MSN, RN
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The therapeutic relationship is what brings Relationship-Based Care to life. The purpose of the therapeutic relationship is to facilitate the capacity of patients and their loved ones to cope with illness and to invite them into full partnership in their healing and health. It is grounded in medical, nursing, and psychological research, and it is built on the healing power of authentic connection.

Join Mary Koloroutis, Creative Health Care Management Vice President and co-author of See Me as a Person, for a free webinar in which you will learn the four practices that will help you to create therapeutic relationships with patients and families in even the most chaotic, time-constrained environments.

About the Speaker:
As a co-creator, author, and editor of the Relationship-Based Care series of books and seminars, Mary helps health care organizations create a framework for delivering world-class care with strong underlying values and principles, and then works with them to implement that framework.

Her most recent book, See Me as a Person: Creating Therapeutic Relationships with Patients and their Families, co-authored with Michael Trout, helps clinicians in all disciplines to connect authentically with the patients and families in their care, no matter how chaotic their care environments may be.

Mary is known as an innovator, creator, and gifted facilitator. She enjoys inspiring people to recognize their unique gifts and the sacred trust inherent in the work of caring. She achieves results by identifying and using existing strengths and capacities of individuals and groups. One of Mary’s most far-reaching programs, Re-Igniting the Spirit of Caring, helps members of the health care team transform their workplaces into cultures where responsibility prevails, relationships thrive, appreciation is openly expressed, and caring and healing are the foundations of each working day.


Patient Navigation: A Program to Enhance the Patient Experience and the Bottom Line
Presenter: Carol Santalucia, Vice President, of CHAMPS Patient Experience, LLC
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Download the Slides

In the eyes of a patient, especially one with a chronic or complex illness, the healthcare system can feel overwhelming. Compound the inherent complexities of the system with a variety of barriers patients can face – transportation, language, and many others – and patients can have difficulty following the care plan developed by their team of providers.

Founded and pioneered in 1990 by Dr. Harold P. Freeman, patient navigation originally focused on the critical window of opportunity to save lives from cancer by eliminating barriers to timely care between the point of suspicious finding and resolution by diagnosis and treatment. Since its inception as a community-based intervention program, patient navigation has expanded and transformed into a nationally recognized model that extends well beyond cancer care to include the timely movement of an individual across the entire healthcare continuum.

While patients clearly benefit from the guidance of a patient navigator, a growing body of evidence suggests that patient navigation increases both patient satisfaction and hospital revenue. Nationally, patient navigation is becoming well-recognized for being a cost-effective strategy to address several healthcare priorities. An attractive career choice for those looking to make a difference in healthcare, patient navigation also provides economic development opportunities in communities throughout the United States.

About the Speaker:
Carol Santalucia, Vice President, of CHAMPS Patient Experience, LLC is a seasoned healthcare leader with a passion and commitment to enhancing the patient experience. After 28 years in various service excellence and leadership roles at Cleveland Clinic, where she played a pivotal role in the design, creation and implementation of Cleveland Clinic’s service recovery model Respond with H.E.A.R.T., and the development of their patient navigation program and Service Excellence and Patient Advocacy Department, Carol began her own healthcare consulting practice, Santalucia Group, LLC.


The Patient Experience Trifecta: Ignite the Passion, Change the Experience, Tell Your Story
Presenter: Anthony Cirillo, FACHE, ABC
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Download the Slides

Word of mouth (WOM) is a healthcare provider’s most strategic marketing weapon. In its simplest form, word of mouth is nothing more than offering incredible experiences (the WOW) that people talk about. There is a lot of talk about commitment to patient experience, yet translating that to action is sporadic and typically not sustained. And when it happens it typically is in silos.

In this session, we will first make the association between word of mouth and patient experiences. Research showing the tie between top-performing hospitals and employees who are engaged in the mission will be shared along with a systemic approach to patient experience management.

As you start to realize what is at stake by getting experience management wrong, you build the case for the need for a Chief Experience Officer (CXO) to get it right. Three roles for that position will then be covered.

Once you start to change experiences, you will want to tell your story. How to tell your story and then spread it through five strategies that mainstream companies like Starbucks use to identify and deploy customer ambassadors / crusaders will be shared with both offline and online strategies.

Learning Objectives:
1. Define word of mouth marketing and its tie to patient experience.
2. Learn why patient experience approaches have failed to date.
3. Consider a new approach to experience management that is systemic and holistic.
4. Define the roles and the reasons for a Chief Experience Officer.
5. Use and apply “crusader” marketer characteristics to tell your story and spread your story.

About the Presenter:
Anthony Cirillo, FACHE, ABC, is an international consultant and thought leader that helps leaders connect the dots that spark healthcare movements. President of Fast Forward Consulting, which specializes in patient experience management and strategic marketing, he is a Fellow of the American College of Healthcare Executives and an Accredited Business Communicator of the International Association of Business Communicators.

His article, The Chief Experience Officer was one impetus behind the Cleveland Clinic’s initiative to start an office of patient experience. He works with hospitals and organizations across the aging continuum helping them to authentically create exceptional experiences for their staff and patients and then crafting the marketing strategy that helps them tell their story.


5 Clinician-Patient Communication Gaps Compromising Your Hospital’s Outcomes, Quality/Safety and Patient Experiences
Presenter: Stephen Wilkins, MPH
Watch the Recording
Download the PDF Slides

Stephen Wilkins, MPH, is a thought leader, researcher, entrepreneur and blogger at Mind the Gap whose areas of expertise include patient engagement and physician-patient communications. He has over 20+ years experience as a hospital marketing executive, consumer health behavior and patient-centered communications expertise.

Wilkins shared with attendees a definition of patient-centered communications, provided practical examples of patient-centered communication skills in a hospital setting, contrasted a patient-centered style of communications with the more traditional physician-directed or paternalistic communication style and shared evidence demonstrating the benefits of clinician adoption of a patient-centered communication style and skills.

Wilkins identified the top 5 clinician-patient communication gaps found in most hospitals, including examples along with how these clinician-patient communication gaps impact the patients, clinicians and the organization. The webinar also provided strategies for closing the identified clinician-patient communication gaps.

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