07:00 - 08:15
08:15 - 08:45
Opening Ceremony
CPD:
0.50 hours
Speaker: Mr. Nasser Al Naimi
08:45 - 09:45
Plenary 1
Session Title: On Success, Failure, Resilience & Pushing the Limits
Speaker: Dr. Abdulla Al Ansari, Dr. Shawna Pandya
Moderator: Tejal Gandhi
CPD: 1 hour
Venue: Theater
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Description
Drawing on her experiences as a scientist-astronaut candidate, physician, pilot, skydiver,
scuba-diver and martial artist, Dr. Shawna Pandya shares key lessons on success, failure,
leadership, emotional intelligence, resilience, decision-making & communication in critical
situations and finally, on pushing the limits - and why it is important.
Objectives
By the end of this session, the audience will learn about:
- Strategies for learning from failure and replicating patterns of success
- The research around resilience and coping and how to apply this
9:45 - 9:55
09:55 - 10:25
Breakout Group A
Presentation A1
Patient Panel (Arabic Session)
Session Track: Better Engagement
Speaker: Ms. Aisha Fahed Gharab, Ms. Badria Hassan
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
Patient stories has become an essential method of developing more empathetic relationships between clinicians and patients, based on a deeper understanding of the patient experience.
In this session, participants will hear stories shared by patients and families who overcame challenges in their lives as patients and family members.
Objectives
This session is focused on learning from patients and family experiences through storytelling of real life patient and family stories. At the end of the session, participants will be able to:
- Better understand the patient and family experience of care
- Become better informed about patient needs and expectations
- Inform and inspire systemic opportunities for improvement
 Details
Workshop A2 - Repeated
Physician Communication Workshop: Evidence-based way of communicating more effectively and time-efficiently with patients and families (part 1 of 2)
Session Track: Better Experience
Speaker: Dr. Dorothea Wild
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
There is ample evidence that an empathetic relationship between physicians and patients improves outcomes, care efficiency, and patient satisfaction. In fact, having a conversation with patients and families is the most frequently performed procedure in healthcare. However, in contrast with other quality control and continuing medical education, communication training is usually provided in medical school only (if at all), and after that, practitioners must rely on their own impressions to manage and maintain communication. This workshop will survey the repertoire of effective communication behaviors and provide concrete tools to assess and improve physicians’ communication skills.
Objectives
- Assess their own communication style
- Use at least two evidence-base strategies to structure a patient interaction in the most time-efficient manner possible
- Use at least two evidence- based strategies to respond to difficult emotions
- Use at least two evidence-based strategies to engage patients in shared decision making
- Use at least two evidence-based strategies to ensure understanding
- Name ways to elicit continued feedback on their communication skills
Details
Workshop A3 - Repeated
Compassionate Human Interactions Workshop (part 1 of 2)
Session Track: Better Culture & Healthy Communities
Speaker: Dr. Maha Othman, Ms. Refa Hanish B Z Bakhit
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
This training takes participants through a stepwise process of learning, roleplay, feedback, and mastery that will have an immediate effect on their ability to communicate effectively, authentically, and compassionately with patients, family members, and each other. Planetree’s Compassion Human Interactions Workshop is designed to equip healthcare professionals with a deeper understanding of the importance of compassion as a driver for high-quality, high-value healthcare, providing practical strategies and skills for interacting in ways that promote compassion, both to self and others, even under the most challenging circumstances.
Objectives
- Enhance participants’ understanding of compassion as an underpinning of all patient-centered culture change efforts, and the connection between compassion, patient engagement and outcomes
- Identify practical approaches for participants to nurture compassion in action within your practice
- Enhance participants’ understanding and ability to articulate the business case for compassion
- Contribute to the development of a comprehensive plan for integrating learning into practice
Details
Presentation A4 - Repeated
Making Care Visible: The Bridge between Intent and Impact
Session Track: Better Engagement
Speaker: Ms. Jill Golde
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
It’s a given that people in healthcare mean well in interactions with patients and families. But meaning well isn’t enough. We need to make sure our words and actions communicate our positive intent. We need to not only say what we’re planning to do or doing, but also pinpoint the benefits for the person on the receiving end. Then, they can confirm the value of these benefits for them and partner with us in achieving the desired impact. In this session, Jill Golde will illustrate the surprisingly challenging skill–Explaining Positive Intent, and engage caregivers in applying this skill to everyday interactions that present opportunities to personalize care, make caring visible and engage patients and families as active partners.
Objectives
- Articulate the critical difference between being caring and communicating caring
- Describe and illustrate the powerful communication skill “Explaining Positive Intent” that makes our caring visible and helps us match our intent with our impact
- Practice “Explaining Positive Intent” in everyday scenarios
Details
Presentation A5 - Repeated
Starting a New Medical School: How We Focus on Teaching Empathy, Communication and Self Reflection
Session Track: Better Experience
Speaker: Dr. Lawrence G. Smith
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
Presentation will include a brief description of the planning process and the establishment of values and goals of a new medical school that will now begin its ninth year of student enrollment. There will be an emphasis on the embedding of humanistic attributes of the effective physician through that presentation followed by questions and answers.
Objectives
Attendees of these sessions will understand the importance of communication skills and humanistic approaches to patients in the delivery of clinically effective care. They will see how to merge the scientific basis of medical practice and a humanistic approach to patients as two components necessary to create a master clinician.
Details
Presentation A6 - Repeated
Ambulatory Care Center: A Piece of Art Designed for Everyone
Session Track: Better Culture & Healthy Communities
Speaker: Dr. Emad Edeen Al Duhirat
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
This session is an introduction of the Ambulatory Care Center as a facility designed to be a person friendly environment for all. The speaker will talk about built environment – state of the art building and facility – patient rooms, waiting areas, staff work spaces, open spaces.
Objectives
This session aims to provide guidance in helping patients, families and staff time spent at Ambulatory Care Center is as convenient, comfortable and straightforward as possible.
Details
10:25 - 10:35
10:35 - 11:05
Breakout Group B
Presentation B1 - Repeated
Starting a New Medical School: How We Focus on Teaching Empathy, Communication and Self Reflection
Session Track: Better Engagement
Speaker: Dr. Lawrence G. Smith
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
Presentation will include a brief description of the planning process and the establishment of values and goals of a new medical school that will now begin its ninth year of student enrollment. There will be an emphasis on the embedding of humanistic attributes of the effective physician through that presentation followed by questions and answers.
Objectives
Attendees of these sessions will understand the importance of communication skills and humanistic approaches to patients in the delivery of clinically effective care. They will see how to merge the scientific basis of medical practice and a humanistic approach to patients as two components necessary to create a master clinician.
Details
Workshop B2 - Repeated
Physician Communication Workshop: Evidence-based Way of Communicating More Effectively and Time Efficiently with Patients and Families (part 2 of 2)
Session Track: Better Experience
Speaker: Dr. Dorothea Wild
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
There is ample evidence that an empathetic relationship between physicians and patients improves outcomes, care efficiency, and patient satisfaction. In fact, having a conversation with patients and families is the most frequently performed procedure in healthcare. However, in contrast with other quality control and continuing medical education, communication training is usually provided in medical school only (if at all), and after that, practitioners must rely on their own impressions to manage and maintain communication. This workshop will survey the repertoire of effective communication behaviors and provide concrete tools to assess and improve physicians’ communication skills.
Objectives
- Assess their own communication style
- Use at least two evidence-base strategies to structure a patient interaction in the most time-efficient manner possible
- Use at least two evidence- based strategies to respond to difficult emotions
- Use at least two evidence-based strategies to engage patients in shared decision making
- Use at least two evidence-based strategies to ensure understanding
- Name ways to elicit continued feedback on their communication skills
Details
Workshop B3 - Repeated
Compassionate Human Interactions Workshop (part 2 of 2)
Session Track: Better Culture & Healthy Communities
Speaker: Dr. Maha Othman, Ms. Refa Hanish B Z Bakhit
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
This training takes participants through a stepwise process of learning, roleplay, feedback, and mastery that will have an immediate effect on their ability to communicate effectively, authentically, and compassionately with patients, family members, and each other. Planetree’s Compassion Human Interactions Workshop is designed to equip healthcare professionals with a deeper understanding of the importance of compassion as a driver for high-quality, high-value healthcare, providing practical strategies and skills for interacting in ways that promote compassion, both to self and others, even under the most challenging circumstances.
Objectives
- Enhance participants’ understanding of compassion as underpinning of all patient-centered culture change efforts, and the connection between compassion, patient engagement and outcomes
- Identify practical approaches for participants to nurture compassion in action within your practice
- Enhance participants’ understanding and ability to articulate the business case for compassion
- Contribute to the development of a comprehensive plan for integrating learning into practice
Details
Presentation B4 - Repeated
National Academy of Medicine Framework for Patient and Family Engagement
Session Track: Better Engagement
Speaker: Dr. Susan Frampton
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
Patient and family engaged care (PFEC) has been identified as a cornerstone of national strategies for delivering healthcare that results in better health at lower costs. But despite efforts to make PFEC a predominant feature in all healthcare interactions, it continues to be an aspirational aim. And so it will remain in the absence of 1.) clear direction on the specific, high impact elements necessary to create, sustain and measure a culture of PFEC; and 2.) a persuasive evidence base compelling healthcare practitioners and leaders to change business as usual.
To address these persistent barriers, in 2016, the National Academy of Medicine convened a group of clinical and health service researchers, healthcare professionals and patient and family leaders to collaborate on the development of a Guiding Framework for Patient and Family Engaged Care. The framework depicts how a broad array of culture change strategies work together to yield results for better health, better care, greater value and better healthcare cultures. The multi-stakeholder development process yielded a framework that takes a broader view than previous patient and family engagement (PFE) frameworks through the inclusion of often overlooked dimensions of workplace culture, the physical environment, the quality of human interactions, communication approaches and other PFEC levers that impact healthcare culture, quality, experience and value.
The guiding framework will be presented in this session, along with the evidence in support of its various elements. In addition, the presentation will share how the tool can be used to accelerate the advancement of PFEC, promote effective partnerships among healthcare executives and patient and family leaders, and guide broader policy efforts intended to pave the way for patient and family engaged care to become the norm in healthcare.
Objectives
- Participants will be able to describe several ways that the organizational environment can support the engagement of patients, families and healthcare providers in acute care and ambulatory care
- Participants will be able to list multiple patient engagement structures at the organizational level that ensure that the voices of patients, and their preferences and needs, are included in the delivery of care
- Participants will understand the connection between leadership support of patient and family engagement, and staff involvement in actions and strategies that operationalize this commitment
- Participants will be able to describe the connections between patient and family engagement and improving quality of care
Details
Presentation B5 - Repeated
The Four Values of a Positive Patient Experience
Session Track: Better Experience
Speaker: Dr. Lisa Allen
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
This session looks at the definition of patient experience and the four values of a positive patient experience, including the human value, the quality and safety value, reputational value, and financial value. Also discussed are ideas for improving the patient experience in your organization.
Objectives
- Understand the definition of patient experience and the important aspects of the definition
- Learn about how a positive patient experience can affect the many different aspects important to an organization’s health
- Get ideas for the best ways to improve a patient’s experience
Details
Presentation B6 - Repeated
Community Relationships – Identification of Vulnerable Patient Populations
Session Track: Better Culture & Healthy Communities
Speaker: Dr. Muna Al Maslamani
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
The Qatar National Health Strategy 2018-2022 reflects that the development of a nation's health system not only sustains well-being and treats ill health, but is also a critical investment in its communities. This will require a significant time and resource commitment, working in partnership across the sector, including the public, healthcare organizations, businesses, government agencies, civil society and the media; working together to achieve better health, better care, better value for Qatar's population
Aligned with the Qatar National Health Strategy, the Communicable Disease Center (CDC) aims to achieve health improvement through addressing the health needs of population groups and individuals, recognizing that factors such as gender, geography, employment status and age have a large impact upon individual health needs.
CDC is a specialized center and integral to Hamad Medical Corporation’s strategic plan for developing new services to meet the increasing demand for highly specialized healthcare in Qatar. The facility is purpose-built single patient with state-of-the-art negative pressure isolation rooms.
The first of its kind in Qatar and the Middle East, the CDC provides care for patients and public with specific infections. It works to diagnose, treat, prevent and control these infections at a local and national level. CDC also works internationally with the World Health Organization (WHO) and is the only center in Qatar for the National Tuberculosis Control and Prevention Program.
The CDC establishes and maintains community relationships through building a bridge between CDC and the public to achieve its vision of delivering the safest, most effective and most compassionate care to each patient with an infectious disease, and to ensure the effective integration of communicable diseases prevention and control services.
The facility ensures that community needs are assessed and studied to meet precautionary measures, customize services based on the needs of the identified populations and indulge in various community engagements for vulnerable populations in Qatar. e.g. via collaborations with the public and private sectors.
Objectives
- To foster community understanding of all aspects of communicable diseases
- To recognize the importance of strong community relationships with the public and private sectors.
- To be aware of vulnerable groups in Qatar with regards to infectious diseases
- To acquire knowledge on health integrity
Details
11:05 - 11:35
11:35 - 12:05
Breakout Group C
Presentation C1 - Repeated
Overcoming Challenges in Implementing Planetree Concepts in the Middle East Culture: A Case Study
Session Track: Better Engagement
Speaker: Dr. Dia Hassan
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
This session focuses on the challenges that face leadership and staff while implementing person-centered care in a Middle Eastern culture.
Objectives
The attendees will be exposed to solutions, already implemented in a Middle Eastern hospital with a similar culture, to overcome major challenges facing the implementation of patient centered care concepts. These include:
- Compassionate Care: Introducing the concept of a healing circle
- Integrative Medicine: Developing a program of self-energy healing for patients and families
- Patient and Family Advisory Council: Recruitment of members
- Involvement of Patient/Family in the Care Process: Informing patients about their diagnosis focused on Oncology patients. Compliance of physicians with the integrated care plan
- Open Directed Visitation: The problem facing intensive care units
Details
Presentation C2 - Repeated
Dementia Village
Session Track: Better Experience
Speaker: Ms. Marita Bossers-Nabben
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
There are 254,000 people living with dementia in the Netherlands. This number will increase tremendously in the coming years. 300,000 informal care givers like spouses, children, friends or other relations take care for those who live still at home. In the early stages of dementia, informal care givers and also patients have a lot of questions and support is vital. A Gold Certified Planetree member therefore developed an interactive dementia training program in the form of a game where players can learn about dementia and learn how to support people with this disease in an appropriate way.
Objectives
Participants of this workshop will experience a modern way of learning about the different types of dementia for example how patients sometimes hide the symptoms as well as effective ways of dealing with people with mild forms of dementia. People with dementia are part of our community and when treated well, they are able to remain at home as long as possible.
Details
Presentation C3 - Repeated
Planetree Starts with Being Safe; The Safety Imperative – Keeping you, our patients and families safe!
Session Track: Better Culture & Healthy Communities
Speaker: Ms. Maria Hale
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
Stressors are commonplace in healthcare environments around the world. These stressors can create feeling of unease, insecurity and loss of control for patients, families and staff. Join this dynamic, interactive discussion about maintaining a safe environment for all patients and staff to heal and practice – all while upholding the Planetree Components of Person & Family Centered Care.
Putting patients first, means empowering staff to create and maintain safe environments through partnership with patients, families and fellow colleagues. This is achieved through effective communication and protocols that allow staff to feel comfortable with always maintaining a safe, healing environment. It also involves understanding and respecting patient and family requests and preferences and knowing how to address situations of conflict in the most person and family centered manner.
Objectives
- Participants will learn tools, techniques and best practices for addressing uncomfortable situations ensuring optimal healing environments for all
- Effective communication strategies for proactively engaging patients, families and staff
- De-escalation techniques for addressing conflict situations or hostile behaviors
- Reward and recognition programs to highlight best practices used by staff to constructively address situation and reach consensus
Details
Presentation C4 - Repeated
Two Sides of a Coin: Being the Patient’s Family – Being the Provider
Session Track: Better Engagement
Speaker: Mr. Ilkay Baylam
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
Why are you in healthcare?
Why are you interested in the patient experience?
I have a personal story, let me share it with you.
Objectives
- Emotions and expectations of pregnant ladies and their families
- Limitations of healthcare institutes to meet their expectations
- Creative solutions to overcome these limits and meet expectations
- And much more!
Details
Presentation C5 - Repeated
Breaking TB Stigma: Moving Forward After Diagnosis
Session Track: Better Experience
Speaker: Ms. Fatima Moodzna Alawi, Ms. Michelle Dano
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
The Oxford dictionary defines “stigma” as a disgrace associated with a certain circumstance, quality or person. Despite efforts to educate the public, the stigma associated with TB has continued to hinder treatment compliance and follow-up in developing nations. How do we help patients move forward after being diagnosed and treated? Across the world, stigma surrounding TB has been embedded in social structures, human behavior and beliefs system. Being on the frontline of care delivery, it is our responsibility to make sure that they do not only perform their activities of daily living (ADL’s) in the clinical setting; but also live normally after hospitalization.
Objectives
This activity aims to help patients, their family and community to understand and challenge TB stigma in their communities and workplaces. This proposal also intends to:
- Identify how stigma surrounding TB affects individuals, families and communities;
- Understand why stigma happens;
- Describe how they have been affected by TB, and
- Ideas and actions to remove the stigma
Outcomes: At the end of the activity, 90 to 95% of TB patients undergoing treatment reported:
- An improvement in how their family, friends and co-workers treated them;
- Feeling less isolated;
- Increased assertiveness in their communities and workplaces;
- Adjusting to their everyday routine
Details
Presentation C6 - Repeated
Finding the Gaps in Community Health and Closing them; a Family Journey to the Unknown
Session Track: Better Culture & Healthy Communities
Speaker: Ms. Justine Plaatjies, Ms. Mona Nasr
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
Understand the role of behavioral health integration for effectively
addressing complex healthcare needs of high risk populations in
the Person Centered Care approach
Learn from Private Nursing Services about their experience with different approach of behavior
integration, partnering with specialty Behavior Care Providers and lessons learned
as they transform their practices to Person Centered Care
Objectives
The presentation is an in-depth look at how we incorporate person centered care from the screening process to the point of discharge into the community: It covers the following topics;
- Behavioral health focus in the community
- Screening
- Behavioral health skills
- Care coordination and information sharing
- Care management
Details
12:05 - 13:05
13:05 - 13:35
Breakout Group D
Presentation D1 - Repeated
Overcoming Challenges in Implementing Planetree Concepts in the Middle East Culture: A Case Study
Session Track: Better Engagement
Speaker: Dr. Dia Hassan
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
This session focuses on the challenges that face leadership and staff while implementing person-centered care in a Middle Eastern culture.
Objectives
The attendees will be exposed to solutions, already implemented in a Middle Eastern hospital with a similar culture, to overcome major challenges facing the implementation of patient centered care concepts. These include:
- Compassionate Care: Introducing the concept of a healing circle
- Integrative Medicine: Developing a program of self-energy healing for patients and families
- Patient and Family Advisory Council: Recruitment of members
- Involvement of Patient/Family in the Care Process: Informing patients about their diagnosis focused on Oncology patients. Compliance of physicians with the integrated care plan
- Open Directed Visitation: The problem facing intensive care units
Details
Presentation D2 - Repeated
Dementia Village
Session Track: Better Experience
Speaker: Ms. Marita Bossers-Nabben
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
There are 254,000 people living with dementia in the Netherlands. This number will increase tremendously in the coming years. 300,000 informal care givers like spouses, children, friends or other relations take care for those who live still at home. In the early stages of dementia, informal care givers and also patients have a lot of questions and support is vital. A Gold Certified Planetree member therefore developed an interactive dementia training program in the form of a game where players can learn about dementia and learn how to support people with this disease in an appropriate way.
Objectives
Participants of this workshop will experience a modern way of learning about the different types of dementia for example how patients sometimes hide the symptoms as well as effective ways of dealing with people with mild forms of dementia. People with dementia are part of our community and when treated well, they are able to remain at home as long as possible.
Details
Presentation D3 - Repeated
Planetree Starts with Being Safe; The Safety Imperative – Keeping you, our patients and families safe!
Session Track: Better Culture & Healthy Communities
Speaker: Ms. Maria Hale
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
Stressors are commonplace in healthcare environments around the world. These stressors can create feeling of unease, insecurity and loss of control for patients, families and staff. Join this dynamic, interactive discussion about maintaining a safe environment for all patients and staff to heal and practice – all while upholding the Planetree Components of Person & Family Centered Care.
Putting patients first, means empowering staff to create and maintain safe environments through partnership with patients, families and fellow colleagues. This is achieved through effective communication and protocols that allow staff to feel comfortable with always maintaining a safe, healing environment. It also involves understanding and respecting patient and family requests and preferences and knowing how to address situations of conflict in the most person and family centered manner.
Objectives
- Participants will learn tools, techniques and best practices for addressing uncomfortable situations ensuring optimal healing environments for all
- Effective communication strategies for proactively engaging patients, families and staff
- De-escalation techniques for addressing conflict situations or hostile behaviors
- Reward and recognition programs to highlight best practices used by staff to constructively address situation and reach consensus
Details
Presentation D4 - Repeated
Two Sides of a Coin: Being the Patient’s Family – Being the Provider
Session Track: Better Engagement
Speaker: Mr. Ilkay Baylam
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
Why are you in healthcare?
Why are you interested in the patient experience?
I have a personal story, let me share it with you.
Objectives
- Emotions and expectations of pregnant ladies and their families
- Limitations of healthcare institutes to meet their expectations
- Creative solutions to overcome these limits and meet expectations
- And much more!
Details
Presentation D5
Hourly Rounding for Patient Safety; Satisfaction and Better Experience
Session Track: Better Experience
Speaker: Ms. Ayat Alsmadi, Ms. Veronica Ferrer
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
Hospital patients often rely on nurses to help with basic tasks, such as using the restroom, eating, bathing and ambulating. Nurse responsiveness to their needs is a key factorw hich patients often consider when making judgments about the quality of their care
Hourly rounding is a structured means of promoting patient-centered communication in a healthcare setting between staff, patients, and their families to ensure the best outcomes. It is a best practice intervention to routinely meet patient care needs, ensure patient safety, decrease the occurrence of patient preventable events, proactively address problems before they occur, and increase authentic regular interaction between nurses and patients.
The Hourly Rounding Project includes eight behavioral practices namely: Introduction, Nursing Activities (explaining the goal and plan of care for the shift), the Core P’s, fulfillment of scheduled tasks, environmental assessment (cleanliness and safety), use of closing keywords as “Is there anything else I can do for you?”, rounding documentation, and informing the patient and family of the time of the next round.
Objectives
- Discuss the concept of hourly rounding
- Present the tools used in the implementation of hourly rounding
- Explain the 7P’s of hourly rounding
- Review the implementation process for hourly rounding
- List the challenges encountered and measures carried out to overcome those challenges
- Discuss the impact of hourly rounding on falls, peripheral intravenous complication prevention and call bell usage
Details
Presentation D6 - Repeated
Finding the Gaps in Community Health and Closing them; a Family Journey to the Unknown
Session Track: Better Culture & Healthy Communities
Speaker: Ms. Justine Plaatjies, Ms. Mona Nasr
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
Understand the role of behavioral health integration for effectively
addressing complex healthcare needs of high risk populations in
the Person Centered Care approach
Learn from Private Nursing Services about their experience with different approach of behavior
integration, partnering with specialty Behavior Care Providers and lessons learned
as they transform their practices to Person Centered Care
Objectives
The presentation is an in-depth look at how we incorporate person centered care from the screening process to the point of discharge into the community: It covers the following topics;
- Behavioral health focus in the community
- Screening
- Behavioral health skills
- Care coordination and information sharing
- Care management
Details
13:35 - 13:45
13:45 - 14:15
Breakout Group E
Workshop E1
The Future for Adults with Learning Disabilities in Qatar - A Patient Centered Approach (part 1 of 2)
Session Track: Better Engagement
Speaker: Dr. Daniel Coffey
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
The care and placement of a 38-year-old Qatari female. Fatima (not her real name) was born with Down Syndrome. My assessment of Fatima involved multiple meetings with her and her family in their home. Fatima presented as a friendly, obese lady with typical features of Down's Syndrome who complained of constipation and occasional abdominal pain.
Better Engagement: From the beginning, a person-centered care approach was applied. A person-centered care model cannot be implemented without engaging patients and family members. This engagement continued at various levels of the process and at various times. We engaged with the family by discussing the potential services and listening to their requests and hopes. Person-centered care requires two-way communication in the patient-provider relationship and even beyond that. All of this has been implemented, but unfortunately does not deal with the core isolation suffered by Fatima in her home. We are slowly trying to build confidence in her family and nurses by encouraging small, short excursions and promoting positive experiences. These developments have been very positive with a multidisciplinary and multi departmental approach and have to some level provided what the family requested and needed. However, there are many people like Fatima in Qatar. For improvements to be achieved more widely, there is a need to seek some form of support. It is up to us to be the voice of the voiceless. Some families have considered sending their adult children to facilities in other jurisdictions whicht would not be in the best interest of the person when such facilities could be provided in their home country.
Objectives
- Highlight the need for services for adults with learning disabilities in Qatar
- Show how different departments working together can improve the patient experience
- Educate service providers and service users regarding the needs of the hidden community of adults with learning disabilities
- Educate service providers and service users to the law and human rights as it relates to adults with learning disabilities
Details
Workshop E2 - Repeated
Physician Communication Workshop: Evidence-based way of communicating more effectively and time-efficiently with patients and families (part 1 of 2)
Session Track: Better Experience
Speaker: Dr. Dorothea Wild
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
There is ample evidence that an empathetic relationship between physicians and patients improves outcomes, care efficiency, and patient satisfaction. In fact, having a conversation with patients and families is the most frequently performed procedure in healthcare. However, in contrast with other quality control and continuing medical education, communication training is usually provided in medical school only (if at all), and after that, practitioners must rely on their own impressions to manage and maintain communication. This workshop will survey the repertoire of effective communication behaviors and provide concrete tools to assess and improve physicians’ communication skills.
Objectives
- Assess their own communication style
- Use at least two evidence-base strategies to structure a patient interaction in the most time-efficient manner possible
- Use at least two evidence- based strategies to respond to difficult emotions
- Use at least two evidence-based strategies to engage patients in shared decision making
- Use at least two evidence-based strategies to ensure understanding
- Name ways to elicit continued feedback on their communication skills
Details
Workshop E3 - Repeated
Compassionate Human Interactions Workshop (part 1 of 2)
Session Track: Better Culture & Healthy Communities
Speaker: Dr. Maha Othman, Ms. Refa Hanish B Z Bakhit
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
This training takes participants through a stepwise process of learning, roleplay, feedback, and mastery that will have an immediate effect on their ability to communicate effectively, authentically, and compassionately with patients, family members, and each other. Planetree’s Compassion Human Interactions Workshop is designed to equip healthcare professionals with a deeper understanding of the importance of compassion as a driver for high-quality, high-value healthcare, providing practical strategies and skills for interacting in ways that promote compassion, both to self and others, even under the most challenging circumstances.
Objectives
- Enhance participants’ understanding of compassion as an underpinning of all patient-centered culture change efforts, and the connection between compassion, patient engagement and outcomes
- Identify practical approaches for participants to nurture compassion in action within your practice
- Enhance participants’ understanding and ability to articulate the business case for compassion
- Contribute to the development of a comprehensive plan for integrating learning into practice
Details
Presentation E4 - Repeated
Making Care Visible: The Bridge between Intent and Impact
Session Track: Better Engagement
Speaker: Ms. Jill Golde
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
It’s a given that people in healthcare mean well in interactions with patients and families. But meaning well isn’t enough. We need to make sure our words and actions communicate our positive intent. We need to not only say what we’re planning to do or doing, but also pinpoint the benefits for the person on the receiving end. Then, they can confirm the value of these benefits for them and partner with us in achieving the desired impact. In this session, Jill Golde will illustrate the surprisingly challenging skill–Explaining Positive Intent, and engage caregivers in applying this skill to everyday interactions that present opportunities to personalize care, make caring visible and engage patients and families as active partners.
Objectives
- Articulate the critical difference between being caring and communicating caring
- Describe and illustrate the powerful communication skill “Explaining Positive Intent” that makes our caring visible and helps us match our intent with our impact
- Practice “Explaining Positive Intent” in everyday scenarios
Details
Presentation E5
The Experience of Developing an Education and Socialization Programme for Long Stay Patients
Session Track: Better Experience
Speaker: Mrs. Arti Jain, Mr. Gary Kenward
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
The Patient Recovery Centre (PRC) is a 57-bed step-down facility that provides convalescence and lower dependency care for patients who have finished their acute episode of hospital treatment. The facility, managed by the Mobile Healthcare Service (MHS), is a nurse–led service supported by MHS Senior Consultants. Some patients experience a long stay in the PRC whilst undergoing treatment for chronic conditions. As many are distant from their usual support networks we introduced a weekly education and socialization session to increase engagement and interaction with / between patients.
The sessions proved immensely popular for patients, staff and a growing body of volunteers, keen to share their time and expertise. Art and craft sessions proved especially popular with patients and many developed a flair for art and it became an avid pastime.
Regular and focused group activity has provided a welcome diversion for patients, allowing many to develop new skills and provide a link into the wider community. The key to success has been the combination of engaged clinical staff working alongside compassionate and committed volunteers. We believe that with the right support patients can have a better experience of hospitalization.
One ex-patient recently summed up his experience following a long stay in the PRC saying, "The art sessions helped me get though my cancer treatment, they saved my life’.
Objectives
This session aims to:
- Describe the process of setting up a patient education and socialization activity
- Outline the experience and challenges encountered
- Share lessons learned in establishing a program
Details
Presentation E6 - Repeated
Ambulatory Care Center: A Piece of Art Designed for Everyone
Session Track: Better Culture & Healthy Communities
Speaker: Dr. Emad Edeen Al Duhirat
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
This session is an introduction of the Ambulatory Care Center as a facility designed to be a person friendly environment for all. The speaker will talk about built environment – state of the art building and facility – patient rooms, waiting areas, staff work spaces, open spaces.
Objectives
This session aims to provide guidance in helping patients, families and staff time spent at Ambulatory Care Center is as convenient, comfortable and straightforward as possible.
Details
14:15 - 14:45
14:45 - 15:15
Breakout Group F
Workshop F1
The Future for Adults with Learning Disabilities in Qatar - A Patient Centered Approach (part 2 of 2)
Session Track: Better Engagement
Speaker: Dr. Daniel Coffey
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
The care and placement of a 38-year-old Qatari female. Fatima (not her real name) was born with Down Syndrome. My assessment of Fatima involved multiple meetings with her and her family in their home. Fatima presented as a friendly, obese lady with typical features of Down's Syndrome who complained of constipation and occasional abdominal pain.
Better Engagement: From the beginning, a person-centered care approach was applied. A person-centered care model cannot be implemented without engaging patients and family members. This engagement continued at various levels of the process and at various times. We engaged with the family by discussing the potential services and listening to their requests and hopes. Person-centered care requires two-way communication in the patient-provider relationship and even beyond that. All of this has been implemented, but unfortunately does not deal with the core isolation suffered by Fatima in her home. We are slowly trying to build confidence in her family and nurses by encouraging small, short excursions and promoting positive experiences. These developments have been very positive with a multidisciplinary and multi departmental approach and have to some level provided what the family requested and needed. However, there are many people like Fatima in Qatar. For improvements to be achieved more widely, there is a need to seek some form of support. It is up to us to be the voice of the voiceless. Some families have considered sending their adult children to facilities in other jurisdictions whicht would not be in the best interest of the person when such facilities could be provided in their home country.
Objectives
- Highlight the need for services for adults with learning disabilities in Qatar
- Show how different departments working together can improve the patient experience
- Educate service providers and service users regarding the needs of the hidden community of adults with learning disabilities
- Educate service providers and service users to the law and human rights as it relates to adults with learning disabilities
Details
Workshop F2 - Repeated
Physician Communication Workshop: Evidence-based Way of Communicating more Effectively and Time-efficiently with Patients and Families
Session Track: Better Experience
Speaker: Dr. Dorothea Wild
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
There is ample evidence that an empathetic relationship between physicians and patients improves outcomes, care efficiency, and patient satisfaction. In fact, having a conversation with patients and families is the most frequently performed procedure in healthcare. However, in contrast with other quality control and continuing medical education, communication training is usually provided in medical school only (if at all), and after that, practitioners must rely on their own impressions to manage and maintain communication. This workshop will survey the repertoire of effective communication behaviors and provide concrete tools to assess and improve physicians’ communication skills.
Objectives
- Assess their own communication style
- Use at least two evidence-base strategies to structure a patient interaction in the most time-efficient manner possible
- Use at least two evidence- based strategies to respond to difficult emotions
- Use at least two evidence-based strategies to engage patients in shared decision making
- Use at least two evidence-based strategies to ensure understanding
- Name ways to elicit continued feedback on their communication skills
Details
Workshop F3 - Repeated
Compassionate Human Interactions Workshop (part 2 of 2)
Session Track: Better Culture & Healthy Communities
Speaker: Dr. Maha Othman, Ms. Refa Hanish B Z Bakhit
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
This training takes participants through a stepwise process of learning, roleplay, feedback, and mastery that will have an immediate effect on their ability to communicate effectively, authentically, and compassionately with patients, family members, and each other. Planetree’s Compassion Human Interactions Workshop is designed to equip healthcare professionals with a deeper understanding of the importance of compassion as a driver for high-quality, high-value healthcare, providing practical strategies and skills for interacting in ways that promote compassion, both to self and others, even under the most challenging circumstances.
Objectives
- Enhance participants’ understanding of compassion as an underpinning of all patient-centered culture change efforts, and the connection between compassion, patient engagement and outcomes
- Identify practical approaches for participants to nurture compassion in action within your practice
- Enhance participants’ understanding and ability to articulate the business case for compassion
- Contribute to the development of a comprehensive plan for integrating learning into practice
Details
Presentation F4 - Repeated
National Academy of Medicine Framework for Patient and Family Engagement
Session Track: Better Engagement
Speaker: Dr. Susan Frampton
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
Patient and family engaged care (PFEC) has been identified as a cornerstone of national strategies for delivering healthcare that results in better health at lower cost. But despite efforts to make PFEC a predominant feature in all healthcare interactions, it continues to be an aspirational aim and will remain so in the absence of:
- Clear direction on the specific, high impact elements necessary to create, sustain and measure a culture of PFEC
- A persuasive evidence base to compel healthcare practitioners and leaders to change business as usual.
To address these persistent barriers, in 2016, the National Academy of Medicine convened a group of clinical and health service researchers, healthcare professionals and patient and family leaders to collaborate on the development of a Guiding Framework for Patient and Family Engaged Care.
The framework depicts how a broad array of culture change strategies work together to yield results for better health, better care, greater value and better healthcare cultures. The multi-stakeholder development process yielded a framework that takes a broader view than previous patient and family engagement (PFE) frameworks through the inclusion of the often overlooked dimensions of workplace culture, the physical environment, quality of human interactions, communication approaches and other PFEC levers that impact healthcare culture, quality, experience and value.
The guiding framework will be presented in this session, along with evidence to support its various elements. In addition, the presentation will share how the tool can be used to accelerate the advancement of PFEC, promote effective partnerships among healthcare executives and patient and family leaders, and guide broader policy efforts intended to pave the way for patient and family engaged care to become the norm in healthcare.
Objectives
- Participants will be able to describe several ways that the organizational environment can support the engagement of patients, families and healthcare providers in acute care and ambulatory care.
- Participants will be able to list multiple patient engagement structures at an organizational level that ensure that the voices of patients, and their preferences and needs, are included in the delivery of care.
- Participants will understand the connection between leadership support of patient and family engagement, and staff involvement in actions and strategies that operationalize this commitment
- Participants will be able to describe the connections between patient and family engagement and improving quality of care
Details
Presentation F5 - Repeated
The Four Values of a Positive Patient Experience
Session Track: Better Experience
Speaker: Dr. Lisa Allen
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
This session looks at the definition of patient experience and the four values of a positive patient experience, including the human value, the quality and safety value, reputational value, and financial value. Also discussed are ideas for improving the patient experience in your organization.
Objectives
- Understand the definition of patient experience and the important aspects of the definition
- Learn about how a positive patient experience can affect the many different aspects important to an organization’s health
- Get ideas for the best ways to improve a patient’s experience
Details
Presentation F6 - Repeated
Community Relationships – Identification of Vulnerable Patient Populations
Session Track: Better Culture & Healthy Communities
Speaker: Dr. Muna Al Maslamani
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
The Qatar National Health Strategy 2018-2022 reflects that the development of a nation's health system not only sustains well-being and treats ill health, but is also a critical investment in its communities. This will require a significant time and resource commitment, working in partnership across the sector, including the public, healthcare organizations, businesses, government agencies, civil society and the media; working together to achieve better health, better care, better value for Qatar's population
Aligned with the Qatar National Health Strategy, the Communicable Disease Center (CDC) aims to achieve health improvement through addressing the health needs of population groups and individuals, recognizing that factors such as gender, geography, employment status and age have a large impact upon individual health needs.
CDC is a specialized center and integral to Hamad Medical Corporation’s strategic plan for developing new services to meet the increasing demand for highly specialized healthcare in Qatar. The facility is purpose-built single patient with state-of-the-art negative pressure isolation rooms.
The first of its kind in Qatar and the Middle East, the CDC provides care for patients and public with specific infections. It works to diagnose, treat, prevent and control these infections at a local and national level. CDC also works internationally with the World Health Organization (WHO) and is the only center in Qatar for the National Tuberculosis Control and Prevention Program.
The CDC establishes and maintains community relationships through building a bridge between CDC and the public to achieve its vision of delivering the safest, most effective and most compassionate care to each patient with an infectious disease, and to ensure the effective integration of communicable diseases prevention and control services.
The facility ensures that community needs are assessed and studied to meet precautionary measures, customize services based on the needs of the identified populations and indulge in various community engagements for vulnerable populations in Qatar. e.g. via collaborations with the public and private sectors.
Objectives
- To foster community understanding of all aspects of communicable diseases
- To recognize the importance of strong community relationships with the public and private sectors.
- To be aware of vulnerable groups in Qatar with regards to infectious diseases
- To acquire knowledge on health integrity
Details
15:15 - 15:25
15:25 - 16:25
Plenary 2
Session Title: The Patient is a Person
Speaker: Ms. Judith John
Moderator: Tejal Gandhi
CPD: 1 hour
Venue: Theater
View More
Description
Every healthcare system – local, national, and international – grapples with skyrocketing demand, escalating expectations, complex expensive care, and declining resources. These pressures are as universal as the need for healthcare itself. As a patient advocate in North America, Judith John experienced healthcare from many perspectives, and brings a unique lens as a former communications hospital executive working in healthcare; as a patient, with an inoperable brain tumor; and as a caregiver to her husband, who had cancer.
Judith’s knowledge and experience have had a demonstrable impact on Canada’s largest network of academic health systems. All healthcare institutions face profound and worldwide challenges. Insights about patient care, relationship building, and partnerships are critically relevant. The clear message is constructive, and the impact transcends borders.
Objectives
The voice of patients is paramount in defining a better health future, with improved outcomes and less clinical burnout. How can we understand underlying principles, leverage innovation to foster patient centered care and recognize patients as partners in care?
In this session participants will:
- Identify the common barriers and alienating practices that dramatically impact the patient experience
- Describe both the challenges and opportunities in expanding the use of technology related to patients and their families
- Create an environment for partnering with patients that draws on rapid transformation and age-old principles of care
16:25 - 18:00
Poster Presentations
Venue:
Conference Foyer
CPD:
1.50 hours
View More
Description
Poster presenters will discuss their projects with attendees.
Objectives
Attendees will be able to learn from the experiences of poster presenters in implementiong projects and initiatives.
08:15 - 08:45
Opening Remarks
Venue:
Al Dafna, (Banquet - 1,500pax)
CPD:
0.50 hours
Speaker: Dr. Abdulla Al Ansari
View More
Description
Review of learnings so far and opening comments.
08:45 - 09:45
Plenary 3
Session Title: Building the Business Case for Person Centered Care
Speaker: Mr. Patrick Charmel
Moderator: Tejal Gandhi
CPD: 1 hour
Venue: Theater
View More
Description
Through a review of current literature, outcomes data and organizational case studies, this presentation provides an in-depth look at how patient-centered care is a fundamental strategy for achieving these aims.
09:45 - 09:55
09:55 - 10:25
Breakout Group G
Presentation G1
“We Cannot Do it Without you!” – The Essential Role of the Care Partner - Arabic Session (part 1 of 2)
Session Track: Better Engagement
Speaker: Dr. Hanan Saleh A Alyazeedi Alyafei
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
The session highlights the essential working partnership needed between HHCS, the patient, family and caregiver and their continuous engagement in ensuring the best patient care/outcomes and experience
By the end of the session, HHCS would like to know the extent of responsibility of care accepted, respecting culture and social factors.
Objectives
The role and importance of the Care Partner will be discussed in a panel discussion led by Dr Hanan Al Yazeedi (HHCS Physician).
Dr Hanan will seek opinions on the level of care and partnership a care partner should be willing to provide and will also discuss issues related to confidentiality and other sensitive issues.
- Introduction of Home Healthcare and the journey of PCC
- Introduction to the role of Care Partner
- Care Partner experience presented by a Patient Family Member
- Panel discussion on the role of the Care Partner, issues faced and how they can be supported
Details
Workshop G2
The Art of Person Centered Care at the Heart of Dementia (part 1 of 2)
Session Track: Better Experience
Speaker: Ms. Amanie Gaus, Dr. Mani Chandran
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
Caring for people with dementia is very challenging. A Person Centered Care model is one of the excellent care models which enable health care professionals and patients to develop partnerships. Identifying the patient's preferences, values, cultural traditions and other socio-economic factors will facilitate the development of appropriate care plans for patients. Key areas of focus are:
- Dementia as public health priority
- Dementia awareness and support
- Dementia risk reduction
- Dementia diagnosis, treatment, care and support and support for dementia carers.
As Qatar’s elderly population is increasing, it is essential to focus on the NHS priority of “Health Ageing “. Dementia is one of the unrecognized health issues among the elderly population. Understanding the illness and providing adequate management on time is vital. Delivering effective patient family education is also an identified gap in health care settings related to dementia care. This workshop will provide participants with essential evidence based knowledge and information to deliver a compassionate person-centered care to patients with dementia.
Objectives
- Understand the concept of person centered care in dementia
- Identify the importance of person centered communication in dementia
- Understand the importance of family engagement in dementia care
- Identify the needs of carers in taking care of residents with dementia
- Recognize strategies which helps to prevent and manage resistance when attending to ADL
- Understand the management strategies for behavioral and psychological symptoms
Details
Workshop G3
Diabetes Management and Patient Experience at HMCs National Diabetes Centers (part 1 of 2)
Session Track: Better Culture & Healthy Communities
Speaker: Dr. Mahmoud Ali Zirie, Ms. Manal Musallam Othman
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
Diabetes is a chronic disease reaching epidemic proportions worldwide. In Qatar, 17% of the adult population is diagnosed with diabetes, twice the global prevalence, with a further 20-25% diagnosed as pre-diabetic.
The chronic debilitating nature of the disease can be distressing and often leaves patients feeling powerless to improve their condition. Patients who use effective behavioral interventions to lower the risk of diabetes—and treatments to improve glycemic control and cardiovascular risk profiles— can prevent or delay progression to kidney failure, vision loss, nerve damage, lower extremity amputation, and cardiovascular disease.
This in turn can lead to an improved patient experience with better care, better quality of life and improved health outcomes. These outcomes can often be enhanced by adopting a person-centered care model.
This approach is aligned with the new diabetes care model in the Qatar National Diabetes Strategy 2016-2022 “Preventing Diabetes together”. A person-centered care model is defined as: “Providing care that is respectful of, and responsive to, the individual patient preferences, needs and values, ensuring that patient values guide all clinical decisions."
Objectives
After the completion of the workshop, participants will:
- Understand the principles and benefits of adopting a patient centered care model in the management of chronic diseases such as diabetes
- Become familiar with strategies that can be implemented to build successful partnerships between patients and healthcare providers
- Have experience in the design of tools for measuring and evaluating patient satisfaction and clinical performance, and applying data to support the continuous improvement of the patient experience
- Reflect on the dynamic impact on patient satisfaction and quality of care that can be achieved by introducing a patient centered care model in their service
Details
Presentation G4 - Repeated
Experiential Learning: From A to Z: Planning, Execution, Measurement
Session Track: Better Engagement
Speaker: Mr. Ilkay Baylam
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
Building compassion as a skill requires a focused approach to the training activities of staff members. Experiential learning is one method where staff members are exposed to moments of putting themselves into the shoes of their patients, their families and peers. At this session, all the phases of building an experiential learning session will be discussed with an experience from a major hospital in Turkey.
Objectives
- How to plan a staff retreat and implement pilots
- How to overcome problems through conduct
- Quantitative and qualitative measurement of a staff retreat
Details
Presentation G5 - Repeated
Engaging your Patients and Families in Co-Writing the Future of Your Hospital
Session Track: Better Experience
Speaker: Dr. Lisa Allen
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
This presentation reviews the role of placing patient and family centered care as part of your strategic priorities. It will help you learn how to engage patients in multiple ways to improve the health and future of your organization.
Objectives
- Understand the importance of placing patient and family centered care as part of your strategic priorities
- Learn ways to engage patients and families in improvement efforts
- Explore initiatives through which patients and families have helped improve different organizations
Details
Presentation G6 - Repeated
Reimagining the Family and Professional Caregiver Experience
Session Track: Better Culture & Healthy Communities
Speaker: Ms. Maria Hale
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
The role of the family is becoming increasingly larger in today's evolving health care. The critical link between the patient and healthcare facility is the family caregiver.
The Ken Hamilton Caregivers Center at Northern Westchester Hospital, recognized this connection and developed an innovative program to support the family caregiver, caring for a chronically ill patient, at the hospital or at home. Anyone who is committed to improving the patient and family experience will benefit from the unique perspective of this session. They will come to understand how appropriate emotional support, assistance in communicating with the care team, stress relief techniques and resource referrals can help strengthen families. They will also learn how this program helps clinical staff better address patient goals and address their own struggles with burnout and compassion fatigue.
The Ken Hamilton Caregivers Center was the brainchild of a community member who lost her husband, after a long struggle with cancer. She envisioned what would have been helpful to her during her ordeal.
Since 2005, our team connects with family caregivers and offers emotional support, assistance with navigating complex health issues and referrals to community resources. The program is 100% funded through philanthropy and has become a jewel in the hospital system for its support of families and professional caregivers. In its 13 year existence, the Center has grown to see over 70,000 caregiver interactions, 34 trained volunteers and 18 other replicated centers in a variety of healthcare settings.
Objectives
- Listen to the voice of a family caregiver
- Learn about the importance of addressing and supporting the needs of the family caregiver in acute care settings; many times known as the “Invisible Patient.”
- Discover how to create a Family Caregiver Center staffed by trained volunteers
- Understand the programs and services that are most meaningful to family caregivers
- Learn how to create a post discharge program for family caregivers isolated at home
- Learn how minimize professional caregiver stress and burnout through support of a dedicated caregiver center
- Learn methods to fund the program through philanthropy
Details
10:25 - 10:35
10:35 - 11:05
Breakout Group H
Presentation H1
“We Cannot Do it Without you!” – The Essential Role of the Care Partner - Arabic Session (part 2 of 2)
Session Track: Better Engagement
Speaker: Dr. Hanan Saleh A Alyazeedi Alyafei
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
The session highlights the essential working partnership needed between HHCS, the patient, family and caregiver and their continuous engagement in ensuring the best patient care/outcomes and experience
By the end of the session, HHCS would like to know the extent of responsibility of care accepted, respecting culture and social factors.
Objectives
The role and importance of the Care Partner will be discussed in a panel discussion led by Dr Hanan Al Yazeedi (HHCS Physician).
Dr Hanan will seek opinions on the level of care and partnership a care partner should be willing to provide and will also discuss issues related to confidentiality and other sensitive issues.
- Introduction of Home Healthcare and the journey of PCC
- Introduction to the role of Care Partner
- Care Partner experience presented by a Patient Family Member
- Panel discussion on the role of the Care Partner, issues faced and how they can be supported
Details
Workshop H2
The Art of Person Centered Care at the Heart of Dementia (part 2 of 2)
Session Track: Better Experience
Speaker: Ms. Amanie Gaus, Dr. Mani Chandran
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
Caring for people with dementia is very challenging. A Person Centered Care model is one of the excellent care models which enable health care professionals and patients to develop partnerships. Identifying the patient's preferences, values, cultural traditions and other socio-economic factors will facilitate the development of appropriate care plans for patients. Key areas of focus are:
- Dementia as public health priority
- Dementia awareness and support
- Dementia risk reduction
- Dementia diagnosis, treatment, care and support and support for dementia carers.
As Qatar’s elderly population is increasing, it is essential to focus on the NHS priority of “Health Ageing “. Dementia is one of the unrecognized health issues among the elderly population. Understanding the illness and providing adequate management on time is vital. Delivering effective patient family education is also an identified gap in health care settings related to dementia care. This workshop will provide participants with essential evidence based knowledge and information to deliver a compassionate person-centered care to patients with dementia.
Objectives
- Understand the concept of person centered care in dementia
- Identify the importance of person centered communication in dementia
- Understand the importance of family engagement in dementia care
- Identify the needs of carers in taking care of residents with dementia
- Recognize strategies which helps to prevent and manage resistance when attending to ADL
- Understand the management strategies for behavioral and psychological symptoms
Details
Workshop H3
Diabetes Management and Patient Experience at HMCs National Diabetes Centers (part 2 of 2)
Session Track: Better Culture & Healthy Communities
Speaker: Dr. Mahmoud Ali Zirie, Ms. Manal Musallam Othman
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
Diabetes is a chronic disease reaching epidemic proportions worldwide. In Qatar, 17% of the adult population is diagnosed with diabetes, twice the global prevalence, with a further 20-25% diagnosed as pre-diabetic.
The chronic debilitating nature of the disease can be distressing and often leaves patients feeling powerless to improve their condition. Patients who use effective behavioral interventions to lower the risk of diabetes—and treatments to improve glycemic control and cardiovascular risk profiles— can prevent or delay progression to kidney failure, vision loss, nerve damage, lower extremity amputation, and cardiovascular disease.
This in turn can lead to an improved patient experience with better care, better quality of life and improved health outcomes. These outcomes can often be enhanced by adopting a person-centered care model.
This approach is aligned with the new diabetes care model in the Qatar National Diabetes Strategy 2016-2022 “Preventing Diabetes together”. A person-centered care model is defined as: “Providing care that is respectful of, and responsive to, the individual patient preferences, needs and values, ensuring that patient values guide all clinical decisions."
Objectives
After the completion of the workshop, participants will:
- Understand the principles and benefits of adopting a patient centered care model in the management of chronic diseases such as diabetes
- Become familiar with strategies that can be implemented to build successful partnerships between patients and healthcare providers
- Have experience in the design of tools for measuring and evaluating patient satisfaction and clinical performance, and applying data to support the continuous improvement of the patient experience
- Reflect on the dynamic impact on patient satisfaction and quality of care that can be achieved by introducing a patient centered care model in their service
Details
Presentation H4 - Repeated
Experiential Learning: From A to Z: Planning, Execution, Measurement
Session Track: Better Engagement
Speaker: Mr. Ilkay Baylam
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
Building compassion as a skill requires a focused approach to the training activities of staff members. Experiential learning is one method where staff members are exposed to moments of putting themselves into the shoes of their patients, their families and peers. At this session, all the phases of building an experiential learning session will be discussed with an experience from a major hospital in Turkey.
Objectives
- How to plan a staff retreat and implement pilots
- How to overcome problems through conduct
- Quantitative and qualitative measurement of a staff retreat
Details
Presentation H5 - Repeated
Engaging your Patients and Families in Co-Writing the Future of Your Hospital
Session Track: Better Experience
Speaker: Dr. Lisa Allen
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
This presentation reviews the role of placing patient and family centered care as part of your strategic priorities. It will help you learn how to engage patients in multiple ways to improve the health and future of your organization.
Objectives
- Understand the importance of placing patient and family centered care as part of your strategic priorities
- Learn ways to engage patients and families in improvement efforts
- Explore initiatives through which patients and families have helped improve different organizations
Details
Presentation H6 - Repeated
Reimagining the Family and Professional Caregiver Experience
Session Track: Better Culture & Healthy Communities
Speaker: Ms. Maria Hale
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
The role of the family is becoming increasingly larger in today's evolving health care. The critical link between the patient and healthcare facility is the family caregiver.
The Ken Hamilton Caregivers Center at Northern Westchester Hospital, recognized this connection and developed an innovative program to support the family caregiver, caring for a chronically ill patient, at the hospital or at home. Anyone who is committed to improving the patient and family experience will benefit from the unique perspective of this session. They will come to understand how appropriate emotional support, assistance in communicating with the care team, stress relief techniques and resource referrals can help strengthen families. They will also learn how this program helps clinical staff better address patient goals and address their own struggles with burnout and compassion fatigue.
The Ken Hamilton Caregivers Center was the brainchild of a community member who lost her husband, after a long struggle with cancer. She envisioned what would have been helpful to her during her ordeal.
Since 2005, our team connects with family caregivers and offers emotional support, assistance with navigating complex health issues and referrals to community resources. The program is 100% funded through philanthropy and has become a jewel in the hospital system for its support of families and professional caregivers. In its 13 year existence, the Center has grown to see over 70,000 caregiver interactions, 34 trained volunteers and 18 other replicated centers in a variety of healthcare settings.
Objectives
- Listen to the voice of a family caregiver
- Learn about the importance of addressing and supporting the needs of the family caregiver in acute care settings; many times known as the “Invisible Patient.”
- Discover how to create a Family Caregiver Center staffed by trained volunteers
- Understand the programs and services that are most meaningful to family caregivers
- Learn how to create a post discharge program for family caregivers isolated at home
- Learn how minimize professional caregiver stress and burnout through support of a dedicated caregiver center
- Learn methods to fund the program through philanthropy
Details
11:05 - 11:35
11:35 - 12:05
Breakout Group I
Presentation I1
Addressing Women’ s Need For Contraception In Qatar by Educating patients-An initiative worthwhile
Session Track: Better Engagement
Speaker: Dr. Sufia Athar, Dr. Yehia Elkhawly
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
Studies to date have shown that inter pregnancy intervals (IPI) of less than 18 months are associated with an increased risk of uterine rupture and utero-placental bleeding disorders (i.e. placental abruption, placenta previa).
IPIs of less than six months increase the risk of low birth weight and preterm birth. An audit conducted within Al Wakra hospital showed that 27% of patients had an IPI of less than 18 months.
Short pregnancy interval postpartum contraception has been shown to reduce unplanned pregnancies and optimize the inter-pregnancy interval (IPI). IPIs of less than 18 months have been associated with adverse outcomes in both the mother and child.
ACOG recommends the initiation of immediate postpartum contraception before leaving hospital. This service was initiated by the Clinical Pharmacy Department at the Obstetrics Ward to provide comprehensive postpartum counseling on the various contraceptive options safe for breastfeeding mothers aimed at reducing future maternal and fetal morbidity.
Objectives
- To assess knowledge of contraceptive methods in postnatal mothers.
- To educate mothers about the proper usage of the desired family planning methods (hormonal and/or non-hormonal) in order to decrease the rate of failure of the method and the rate of unplanned pregnancies.
- To assess satisfaction levels after the counselling.
Outcome: Out of 714 patients who attended the service, 100 patients completed the survey. Almost < 5 % patients had adequate knowledge of contraception. 65% of patients never used contraception due to having wrong information about the side effects of the methods and failure rates. Nearly 83% patients were either unsure of or had misconceptions about the safety of contraceptive methods during breastfeeding. After counselling, all of the patients agreed that the clinical pharmacist’s communication was clear and understandable. Patients were followed up for six months and their compliance was assured.
Details
Presentation I2 - Repeated
Developing a multidisciplinary integrated care plan with patient and family involvement
Session Track: Better Experience
Speaker: Dr. Dia Hassan
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
This presentation focuses on developing a unified patient care plan that involves all the disciplines caring for the patient such as doctors, nurses, dieticians, physiotherapists, etc. in the preparation of the care plan and then discussing it with the patient/family to ensure his/her involvement in decision making related to his/her treatment.
Objectives
- Performing assessments of patient across different healthcare disciplines and identifying the findings
- Prioritizing the findings from the different disciplines
- Developing measurable objectives for each of the prioritized findings
- Developing a process for involving the patient and care partner in the integrated care plan
Details
Presentation I3 - Repeated
Patient Preferred Practices: Tools and Methodologies to Support Culture Change
Session Track: Better Culture & Healthy Communities
Speaker: Ms. Karin Jay
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
Participants will be provided with tools to implement a culture change program and patient preferred practices.
Objectives
- Increase the ability to draw on the most current literature and scientific evidence to make connections between person- and family-centered approaches to care and improved health and healthcare outcomes
- Learn more about essential organizational practices, structures and skill-building opportunities that work together to create, strengthen and sustain an organizational culture of person centered care
Details
Presentation I4 - Repeated
Ria’s Escape Room – How to get to know your patient/resident
Session Track: Better Engagement
Speaker: Ms. Marita Bossers-Nabben
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
How do we ensure that the choices we make are the ones that the client would choose? That is not an easy task when caring for frail elderly.
There are different ways of raising employee awareness of the importance of getting to know each patient well enough to be able to provide person-centered care.
One of those ways is serious gaming. Jurriaan van Rijswijk, founder of Games for Health Europe and &happy, has been campaigning for years for the application of games in healthcare, highlighting the scientific basis for doing so.
Planetree Netherlands believes we need to offer this kind of learning, together with more traditional ways, to inspire healthcare providers.
During this workshop we will share our experiences in nursing homes including the learning experiences of escape room participants as well as the importance of embedding a learning trajectory in a learning organization and finally the impact of gaming on patients.
Objectives
As a participant of this workshop, you will experience a modern way to learn about serious gaming as a way to improve long term care, improve the quality of life for residents and improve staff satisfaction.
- We will combine the evidence base of serious gaming with practical experience.
- Planetree Netherlands has chosen to collaborate with &happy to provide healthcare providers with this modern method of encouraging better person-centered care.
Details
Presentation I5 - Repeated
Long Term Care Flow: Coordinated Transition Planning
Session Track: Better Experience
Speaker: Dr. Hanadi Khamis Mubarak Alhamad
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
The session will highlight the significance of having strong processes between hospital based long-term care services and community-based services to ensure a seamless transition of care.
The assessment team at Enaya coordinates the transition process across care teams, with a particular focus on care transitions into and out of Long Term Care. The session will give an overview of how care teams are working to achieve a seamless, integrated, and person-centered system, between the hospital and the community by building new partnerships and relationships.
Objectives
The session will provide participants with:
- An overview of the scope of services at the Enaya Specialized Care Center
- Process flow in and out of Long term Care
- IDEAL discharge planning
- The role of the multidisciplinary team in improvement and supportive changes
- The role of the patient and family in patient flow
- Common challenges encountered and how to overcome them
- Project results
- Case study success story
Details
Presentation I6 - Repeated
Spreading Mindfulness: The One Skill Utterly Essential to Person-Centered Care
Session Track: Better Culture & Healthy Communities
Speaker: Ms. Jill Golde
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
Mindfulness is the practice of focusing our attention purposely on the present moment and accepting it without judging. It is all about openly experiencing what is there.
Mindfulness is crucial for patients, families and co-workers. It also can greatly enhance ersonal effectiveness and job satisfaction.
Mindfulness expert Jon Kabat-Zinn defines mindfulness as:
- Paying attention undivided attention
- Staying on purpose - consciously
- In the present moment
- Without judging
Says, Kabat-Zinn, only when you are mindful with patients will you release your innate compassion. He calls mindfulness “presence of the heart.”
Objectives
The session will enable participants to:
- Articulate the importance of mindfulness in all types of situations
- Describe and illustrate the powerful communicating skill" “Mindful Practice” that makes our caring visible and helps us immediately connect with patients, families and co-workers.
- Practice the skill of “Mindfulness” or “The Practice of Presence”
Details
12:05 - 13:05
13.05 - 13.35
Breakout Group J
Workshop J1
Motivation Interviewing: Enhancing the Patient Experience (part 1 of 2)
Session Track: Better Engagement
Speaker: Dr. Bridget Javed, Dr. Monica Zolezzi
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
Motivational interviewing (MI) is a patient-centered approach for assessing and assisting patients in the process of health behavior change. Examples of health behaviors changes may include medication adherence, dietary changes, physical activity, or smoking cessation. Non-adherence to these behavior changes occur due to patient resistance. MI is designed for health care providers to uncover and resolve patient resistance to promote behavior change.
This workshop is intended to give healthcare providers from HMC and Qatar the opportunity to understand and apply the principles of MI in practice. It will provide them with strategies on how to address patient resistance and ambivalence to health behavior change within all health care settings. This will help motivate patients to take charge of their health that may lead to better health related outcomes.
By educating providers with the skills of MI, patient visits will be more interactive and productive for both the patient and provider. This in turn may lead to higher patient satisfaction scores for the institution. This workshop will provide a didactic and interactive session. Role-plays, videos, and patient case scenarios will be incorporated into the session to enhance the health care provider’s knowledge and skills about MI.
Objectives
- Explain the role, benefits, and process of motivational interviewing
- Demonstrate how to used motivational interviewing techniques to engage patients to make health behavior changes
- Design a plan to implement motivational interviewing into your own practice
Details
Workshop J2
When Things Fail, Service Recovery Saves The Day: Frameworks That Help Address Patient Complaints to Improve Overall Patient Experience (part 1 of 2)
Session Track: Better Experience
Speaker: Mr. Romeo Miguel Alonzo
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
Service recovery is the process of making things right after something has gone wrong with the healthcare experience. It's doing all that we can—in a sincere way that satisfies the customer/patient when the service has failed.
This workshop will focus on frameworks that will guide the healthcare professional in addressing patient complaints or concerns. Also part of the discussion is to fully understand what service recovery is, ways to identify service breakdowns and strategies to reduce complaints.
Cleveland Clinic is famous in using its service recovery framework which is HEART that stands for Hear, Empathize, Apologize, Respond, Thank. This and other frameworks can be used when dealing with service failures.
Since it's a workshop, participants will be given different scenarios after discussion of the topic and they will have to create their own script following the framework which will be assigned to them. There will be a feedback from the speaker after the session and participants can also provide their feedback.
Service Recovery Frameworks have been proven effective in improving the overall patient experience. Since errors in healthcare can never be eliminated, we must devise strategies that will at least lessen the burden for the patient such as the application of these service recovery frameworks.
Objectives
At the end of the session, participants will be able to:
- Understand what service recovery is
- Understand ways to identify service breakdowns
- Apply service recovery frameworks in different scenarios
- Learn strategies to reduce patient complaints
Details
Presentation J3
Patient Panel
Session Track: Better Culture & Healthy Communities
Speaker: Mr. Frankie Famillaran, Ms. Joy Grover
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
Patient stories has become an essential method of developing more empathetic relationships between clinicians and patients, based on a deeper understanding of the patient experience.
In this session, participants will hear stories shared by patients and families who overcame challenges in their lives as patients and family members.
Joy Grover how her world fell apart when she received the devastating news that she had been diagnosed with breast cancer. She will share the challenges and struggles she has gone through battling the disease and she will also share how instrumental HMC has been to her treatment and recovery.
Frankie Famillaran will share his story as a care receiver and a care provider. He is a father of twins, born premature at 25 weeks. In an unfortunate circumstance, one of the twins contracted ‘Sepsis’, a potentially life-threatening condition caused by the body's response to an infection. Frankie will share the challenges and successes he and his family has been through at that particular point in their lives.
Objectives
This session is focused on learning from patients and family experiences through storytelling of real life patient and family stories. At the end of the session, participants will be able to:
- Better understand the patient and family experience of care
- Become better informed about patient needs and expectations
- Inform and inspire systemic opportunities for improvement
Details
Presentation J4
Transforming Lives To Build Independence
Session Track: Better Engagement
Speaker: Mr. Ashok Bhagat, Ms. Alma De Guia Carmen
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
This study shows the importance and effectiveness of occupational therapy intervention when it is monitored and reviewed by the routine use of rigorous and well-standardized outcome measures in day to day practice, service evaluation and research activities. This increases the quality of care provided, and enables patients/clients to improve their skills in self-managing health, wellbeing and lifestyle through involvement in meaningful activities which facilitate the transition from hospital to community integration.
The goal of this project was to reintegrate mentally ill clients into the community. It was initiated because of the many challenges faced by clients, family, caregivers and medical teams.
This project was one of a kind in Qatar and was intended to help patients, families and caregivers reduce social stigma, increase acceptance among each other and employers, and enhance the patient's motivation to improve their independence and live life to the fullest.
Objectives
The topic will improve understanding of a framework for best practice implementation of interventions to provide high quality and consistent occupational therapy services in a mental health setting.
It will also showcase the importance and rationale for outcome measures, which is currently used in service planning, delivery, and evaluation in OT mental healthcare.
It will support the design of effective transitional care plans to ensure effective communication between services in mental health rehabilitation.
Details
Presentation J5 - Repeated
Developing a multidisciplinary integrated care plan with patient and family involvement
Session Track: Better Experience
Speaker: Dr. Dia Hassan
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
This presentation focuses on developing a unified patient care plan that involves all the disciplines caring for the patient such as doctors, nurses, dieticians, physiotherapists, etc. in the preparation of the care plan and then discussing it with the patient/family to ensure his/her involvement in decision making related to his/her treatment.
Objectives
- Performing assessments of patient across different healthcare disciplines and identifying the findings
- Prioritizing the findings from the different disciplines
- Developing measurable objectives for each of the prioritized findings
- Developing a process for involving the patient and care partner in the integrated care plan
Details
Presentation J6 - Repeated
Patient Preferred Practices: Tools and Methodologies to Support Culture Change
Session Track: Better Culture & Healthy Communities
Speaker: Ms. Karin Jay
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
Participants will be provided with tools to implement a culture change program and patient preferred practices.
Objectives
- Increase the ability to draw on the most current literature and scientific evidence to make connections between person- and family-centered approaches to care and improved health and healthcare outcomes
- Learn more about essential organizational practices, structures and skill-building opportunities that work together to create, strengthen and sustain an organizational culture of person centered care
Details
13:35 - 13:45
13.45 - 14.15
Breakout Group K
Workshop K1
Motivation Interviewing: Enhancing the Patient Experience (part 2 of 2)
Session Track: Better Engagement
Speaker: Dr. Bridget Javed, Dr. Monica Zolezzi
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
Motivational interviewing (MI) is a patient-centered approach for assessing and assisting patients in the process of health behavior change. Examples of health behaviors changes may include medication adherence, dietary changes, physical activity, or smoking cessation. Non-adherence to these behavior changes occur due to patient resistance. MI is designed for health care providers to uncover and resolve patient resistance to promote behavior change.
This workshop is intended to give healthcare providers from HMC and Qatar the opportunity to understand and apply the principles of MI in practice. It will provide them with strategies on how to address patient resistance and ambivalence to health behavior change within all health care settings. This will help motivate patients to take charge of their health that may lead to better health related outcomes.
By educating providers with the skills of MI, patient visits will be more interactive and productive for both the patient and provider. This in turn may lead to higher patient satisfaction scores for the institution. This workshop will provide a didactic and interactive session. Role-plays, videos, and patient case scenarios will be incorporated into the session to enhance the health care provider’s knowledge and skills about MI.
Objectives
- Explain the role, benefits, and process of motivational interviewing
- Demonstrate how to used motivational interviewing techniques to engage patients to make health behavior changes
- Design a plan to implement motivational interviewing into your own practice
Details
Workshop K2
When Things Fail, Service Recovery Saves The Day: Frameworks That Help Address Patient Complaints to Improve Overall Patient Experience (part 2 of 2)
Session Track: Better Experience
Speaker: Mr. Romeo Miguel Alonzo
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
Service recovery is the process of making things right after something has gone wrong with the healthcare experience. It's doing all that we can—in a sincere way that satisfies the customer/patient when the service has failed.
This workshop will focus on frameworks that will guide the healthcare professional in addressing patient complaints or concerns. Also part of the discussion is to fully understand what service recovery is, ways to identify service breakdowns and strategies to reduce complaints.
Cleveland Clinic is famous in using its service recovery framework which is HEART that stands for Hear, Empathize, Apologize, Respond, Thank. This and other frameworks can be used when dealing with service failures.
Since it's a workshop, participants will be given different scenarios after discussion of the topic and they will have to create their own script following the framework which will be assigned to them. There will be a feedback from the speaker after the session and participants can also provide their feedback.
Service Recovery Frameworks have been proven effective in improving the overall patient experience. Since errors in healthcare can never be eliminated, we must devise strategies that will at least lessen the burden for the patient such as the application of these service recovery frameworks.
Objectives
At the end of the session, participants will be able to:
- Understand what service recovery is
- Understand ways to identify service breakdowns
- Apply service recovery frameworks in different scenarios
- Learn strategies to reduce patient complaints
Details
Presentation K3
Patient Panel(Arabic Session)
Session Track: Better Culture & Healthy Communities
Speaker: Dr. Sohel Ahmed
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
Patient stories has become an essential method of developing more empathetic relationships between clinicians and patients, based on a deeper understanding of the patient experience.
In this session, participants will hear stories shared by patients and families who overcame challenges in their lives as patients and family members.
Sohel Ahmed an anaesthetist and intensive care physician for the last 20 years. He will share his experience in the hospital not as a doctor but as a patient. He will be reflecting on his experience during the time of his admission, the good the bad and the ugly.
Objectives
This session is focused on learning from patients and family experiences through storytelling of real life patient and family stories. At the end of the session, participants will be able to:
- Better understand the patient and family experience of care
- Become better informed about patient needs and expectations
- Inform and inspire systemic opportunities for improvement
Details
Presentation K4 - Repeated
Ria’s Escape Room – How to get to know your patient/resident
Session Track: Better Engagement
Speaker: Ms. Marita Bossers-Nabben
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
How do we ensure that the choices we make are the ones that the client would choose? That is not an easy task when caring for frail elderly.
There are different ways of raising employee awareness of the importance of getting to know each patient well enough to be able to provide person-centered care.
One of those ways is serious gaming. Jurriaan van Rijswijk, founder of Games for Health Europe and &happy, has been campaigning for years for the application of games in healthcare, highlighting the scientific basis for doing so.
Planetree Netherlands believes we need to offer this kind of learning, together with more traditional ways, to inspire healthcare providers.
During this workshop we will share our experiences in nursing homes including the learning experiences of escape room participants as well as the importance of embedding a learning trajectory in a learning organization and finally the impact of gaming on patients.
Objectives
As a participant of this workshop, you will experience a modern way to learn about serious gaming as a way to improve long term care, improve the quality of life for residents and improve staff satisfaction.
- We will combine the evidence base of serious gaming with practical experience.
- Planetree Netherlands has chosen to collaborate with &happy to provide healthcare providers with this modern method of encouraging better person-centered care.
Details
Presentation K5 - Repeated
Long Term Care Flow: Coordinated Transition Planning
Session Track: Better Experience
Speaker: Dr. Hanadi Khamis Mubarak Alhamad
Moderator: Dr. Nawal Al-Tamimi
CPD: 0.50 hours
Venue: Theatre
Description
The session will highlight the significance of having strong processes between hospital based long-term care services and community-based services to ensure a seamless transition of care.
The assessment team at Enaya coordinates the transition process across care teams, with a particular focus on care transitions into and out of Long Term Care. The session will give an overview of how care teams are working to achieve a seamless, integrated, and person-centered system, between the hospital and the community by building new partnerships and relationships.
Objectives
The session will provide participants with:
- An overview of the scope of services at the Enaya Specialized Care Center
- Process flow in and out of Long term Care
- IDEAL discharge planning
- The role of the multidisciplinary team in improvement and supportive changes
- The role of the patient and family in patient flow
- Common challenges encountered and how to overcome them
- Project results
- Case study success story
Details
Presentation K6 - Repeated
Spreading Mindfulness: The One Skill Utterly Essential to Person-Centered Care
Session Track: Better Culture & Healthy Communities
Speaker: Ms. Jill Golde
Moderator: Dr. Guillaume Alinier
CPD: 0.50 hours
Venue: Exhibition Hall 2
Description
Mindfulness is the practice of focusing our attention purposely on the present moment and accepting it without judging. It is all about openly experiencing what is there.
Mindfulness is crucial for patients, families and co-workers. It also can greatly enhance ersonal effectiveness and job satisfaction.
Mindfulness expert Jon Kabat-Zinn defines mindfulness as:
- Paying attention undivided attention
- Staying on purpose - consciously
- In the present moment
- Without judging
Says, Kabat-Zinn, only when you are mindful with patients will you release your innate compassion. He calls mindfulness “presence of the heart.”
Objectives
The session will enable participants to:
- Articulate the importance of mindfulness in all types of situations
- Describe and illustrate the powerful communicating skill" “Mindful Practice” that makes our caring visible and helps us immediately connect with patients, families and co-workers.
- Practice the skill of “Mindfulness” or “The Practice of Presence”
Details
14:15 - 14:45
14:45 - 15:15
Awards Ceremony
Venue:Al Dafna, (Banquet - 1,500pax)
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Description
Review of top poster presentations & awards ceremony.
15:15 - 16:15
Plenary 4
Session Title: The Brave New World of Patient and Family Engagement
Speaker: Mr. Nasser Al Naimi, Dr. Susan Frampton
Moderator: Tejal Gandhi
CPD: 1 hour
Venue: Theater
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Description
The empowerment and engagement of patients and families in the design and coordination of health care services at the levels of policy, organization and direct delivery has become a centerpiece in current healthcare improvement efforts.
Guidelines and legislation supporting, and in some instances mandating, explicit and meaningful involvement of patients and families is accelerating internationally, through efforts of organizations including the World Health Organization, Planetree International, Ministries of Health and many regional and local healthcare quality organizations.
Efforts such as the CMS Partnership for Patients, Patient Centered Medical Home (PCMH), and the Patient Centered Outcomes Research Institute (PCORI) have pioneered new practical approaches to improving and measuring patient experience. In addition, consumer healthcare trends and innovations in personalized technologies are creating a brave new world in which patients and their families are becoming more involved in creating the healthcare of the future.
This session will highlight how these trends are improving safety, quality and the patient experience of care.
Objectives
The voice of patients is paramount in defining a better health future, with improved outcomes and less clinical burnout. How can we understand underlying principles, leverage innovation to foster patient-centred care and recognize patients as partners in care?
In this session participants will:
- Participants will understand several consumer health trends and the impact on patient engagement
-
Participants will be able to describe how virtual innovations are changing the healthcare experience for patient, families and clinical staff
- Participants will be able to identify multiple current barriers to patient and family engagement, and strategies to address these barriers
16:15 - 16:45
Closing Remarks
Venue: Al Dafna, (Banquet - 1,500pax)
CPD: 0.50
Speaker: Mr. Nasser Al Naimi
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Description
Summary of overall Forum learnings.
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