In support of improvingpatient care, Baystate Health is accredited by theAccreditation Council forContinuing Medical Edu-cation (ACCME), theAccreditation Council for Pharmacy Education (ACPE), and American Nurses Credentialing Center (ANCC), to provide continuing education for the healthcare team.

PHYSICIANSBaystate Health designates this live activity for a maximum of 6.25 AMA PRA Category 1 Credits™. Physicians should claim only the credit commensu-rate with the extent of their participation in the activity.

NURSESThis activity carries a maximum of 6.25 contact hours.

SOCIAL WORKERSApplication for social work continuing education credits has been submitted. Please contact us at learn.bhs.org for the status of social work CE accreditation.

Application has been made for PXE credits to the Patient Experience Institute.

This program will take place at The Log Cabin, 500 Easthampton Road, Holyoke, MA 01040. The Log Cabin phone number is 413-535-5077.

DIRECTIONSFrom the Mass Pike: Take Exit 4 to I-91 North. From I-91, take Exit 17B to Route 141 West. The Log Cabin is two miles ahead on the left.From the North: Travel South on I-91. Take Exit 17 to Route 141 West. (Going toward Easthampton). The Log Cabin is two miles ahead on the left. From the South: Travel North on I-91. Take Exit 17B to Route 141 West. The Log Cabin is two miles ahead on the left.There is no charge for parking.

SPECIFIC AIDS OR SERVICESPlease call Baystate Continuing Interprofessional Education at 413-322-4242 if, under the Americans with Disabilities Act, you require specific aids or services during your visit to this continuing education program.

YOUR COMFORTMeeting Room temperatures will fluctuate. Please dress in layers and bring a sweater.

REGISTRATION & TUITION INFORMATION: Tuition includes continental breakfast, lunch, and refreshment break. There is no charge for parking.

Online Through October 13, 2017: $120Online After October 13, 2017: $130All Checks: $140

Your CE Portal ID:For Baystate employees and medical staff, your CE Portal ID is your EN or PN. For all others, your CE Portal ID is the first initial of your first name, your birth-day month and date as four digits (February 28 = 0228), and the last four digits of your social security number.

Credit card on website:Go to learn.bhs.org. Click on "Regional Conferences," then on "available courses." Choose from the list of courses, or click on the "Calendar" link on the left side of the screen. Search or navigate through the calendar to find your course. Click on the course you want. Click on the appropriate fee and add to Cart. Click on the shopping cart, then Checkout. Sign in with your CE Portal ID or create an account (if you do not have one already).

Check by mail:Complete the registration form on this brochure and mail it with a check for the full course fee to: Baystate Continuing Interprofessional Education 3601 Main Street, Springfield, MA 01199

Remember to include the course name and date on your check.

CANCELLATIONS:To cancel, call us at 413-322-4242 or fax your refund request to 413-794-0300. All cancellations incur a pro-cessing fee of $25 for conferences. We cannot refund cancellations received less than 10 business days before the course.

Credits Location Registration

October 27, 2017 • The Log Cabin

Nonprofit OrganizationU.S. Postage

PAIDSpringfield, MAPermit No. 830

The Patient Experience: Explore, Engage and Excel 2017

Friday, October 27, 2017 The Log Cabin

Banquet & Meeting House Holyoke, MA

8:15 am to 4:15 pm

Provided By:Baystate Health Office of Patient Experience and Baystate Continuing Interprofessional Education

Baystate Continuing Interprofessional Education Springfield MA 01199Supporting safety, quality, value, the patient experience and community

PLEASE POST

Patient Experience • October 27, 2017

WHY ATTEND?Healthcare consumers have choices and they are looking more closely at the safety, quality and value that care organizations provide. Good healthcare organizations met the safety, quality and value thresholds for excellence. Great healthcare organizations provide world-class clinical care and recognize that "patient experience" is the differentiating factor between good and great.Providing consistent, superlative and compassion-ate care and service in every step of the patient experience also supports the organizations' financial performance and employee engagement.

GOAL: The goal of this educational activity is to support efficient, effective, compassionate, patient-centered care that benefits the individual patients and the communities we serve.

AUDIENCE: This course was designed for health-care providers in all disciplines and specialties, patient family and advisory council (PFAC) members and administrators.

OBJECTIVES:By participating in this educational activity, you should be able to:

1.

2.

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4.

5.

KEYNOTE SPEAKERWill Lautzenheiser, BA, MFA was a filmmaker and lecturer on film production and screenwriting before an invasive group A strep infection struck him in the fall of 2011, leaving him a quadrilateral amputee. While in rehabilitation, he was intro-

Michael Albert, MDAssistant Professor of SurgeryUniversity of Massachusetts Medical School-Baystate Medical Staff PresidentBaystate Medical Center

Pixie Plummer, MD Assistant ProfessorUniversity of Massachusetts Medical School-Baystate PhysicianBaystate Medical Center

Nancy Shendell-Falik, RN, MAPresident of Baystate Medical Center Senior Vice President for Hospital OperationsBaystate Health

7:45 Registration, Exhibits and Breakfast

8:30 Stumped: An Extraordinary Journey

9:30

10:15 Coffee Break & Exhibits

10:30

ProgramObjectives

The Patient Experience:

October 27, 2017The Log Cabin Banquet & Meeting House Holyoke, MA

RegistrationLAST NAME ___________________________________________________

FIRST NAME ___________________________________________________

PROFESSION __________________________________________________

HIGHEST PROFESSIONAL DEGREE______________________________

SPECIALTY_____________________________________________________

E-MAIL__________________________________________________________HOME PHONE ________________________WORK PHONE ________________________ HOME

ADDRESS________________________________________________CITY___________________________________STATE___________ZIP CODE____________ INSTITUTIONAL

AFFILIATION_________________________________________________________________________________________________________________

IF you do not have an EN or PN, your CE ID number is:

Discounted tuitions for most courses are available when you register online with a credit card. For your security, we do not accept credit card payments by fax or mail. Our CE Portal at learn.bhs.org securely

encrypts credit card transactions through our payment gateway without storing your card details.

A. B. C.A. First initial of your first nameB. Birthday month and day (2 digits each May 7 = 0507 not 57)C. Last four digits of social security number

If you are a Baystate employee or medical staff member, your ID is your EN or PN number,

including the letters.

EN _ _ _ _ _ PN _ _ _ _ _

ENTER YOUR CE ID NUMBER in the appropriate box below. Use your CE ID number to register for courses, access your CE transcript/credits, and confirm your registration.

COURSE: Patient Experience 10/27/17

For all others, your ID is:

To register by postal mail, send this completed form with your check payable to Baystate Health.

Baystate Continuing Interprofessional Education 3601 Main St. Springfield, MA 01199

Through Loss and Restoration Will Lautzenheiser, BA, MFA

The Not-So-Secret Ingredients to Delivering Relationship-Based CarePixie Plummer, MD

Maintaining Patient Dignity in the Opioid CrisisLinda Jablonski, RNStephen Ryzewicz, MD, FACP, FASAM Khadijah Tuitt, BSN, RN-BC

11:15 Wrapping Your Arms Around Patient Suffering

Rohini Harvey, MDLinda McShane, MEdDeborah Smith, BSN, RN, CPXP

12:15 Lunch

1:00 Provider Burnout: A Public Health CrisisMichael Albert, MD

1:45 Understanding the Relational Patient Experience in Ambulatory Primary Care Through Patient Journey Mapping

Jason C. Vallee, PhD

2:45 Coffee Break & Exhibits

3:00 The Patient Experience InnovationChallenge Elizabeth Brady, MD, MBA, MS, FACS, CPHQ Denise Schoen, MSN, RN, CPXP

4:00

4:15

Closing Remarks

Adjourn Jason Vallee, PhD Vice President of Patient ExperienceCheshire Medical Center/Dartmouth HitchcockAssistant ProfessorGeisel School of Medicine

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8:15 Welcome

8:20 IntroductionNancy Shendell-Falik, RN, MA

Elizabeth Brady, MD, MBA, MS, FACS, CPHQ Provider Leader, Patient ExperienceBaystate Health

Rohini Harvey, MDAssistant Professor of PediatricsUniversity of Massachusetts Medical School-BaystateHospitalistBaystate Medical Center

Linda Jablonski, RNC, MSN Assistant Nurse Manager Baystate Franklin Medical Center

Linda McShane, BA, MEdAdult PFAC ChairEx OfficioVolunteer - Baystate Medical Center

duced to the possiblity of arm-transplant surgery. A donor match was found, and the surgery performed, in the fall of 2014. He has lectured on subjects such as disability and comedy, accessibility issues, patient rights and experiences, and transplantation.

Describe the challenges and impact of a novel and successful medical innovation on a patient’s human experience.

Describe the roles of the members of the health care team in their respective responsibilities for quality care.

Identify with the patient's perspective on their journey across the healthcare continuum.

Identify strategies and resources to enhance the patient-caregiver connection.

Describe the effective tactics for interacting with patients who have addictions.

Recognize the value and importance of relating to the patient as a whole person.

Discuss the persistence of human suffering and its impact on the patient and provider experience.

Identify strategies to reduce "patient suffering" in order to optimize the patient experience.

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Define burnout and discuss causative factors.

Identify consequences of provider burnout.

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Discover how to tie the journey map to strategy and tactics to improve the patient experience.Explain the process of developing a patient journey map.

Stephen J. Ryzewicz, MDAssistant Professor of MedicineTufts University School of MedicineAcademic HospitalistBaystate Medical Center

Denise Schoen, MSN, RN, CPXPChief Patient Experience Officer Baystate Health

Deborah Smith,BSN, RN, CPXP Patient Experience Specialist Baystate Health

Explain the concept of “patient suffering.”

Discuss a plan to address burnout at Baystate Medical Center.

FACULTY

Khadijah Tuitt, BSN, RN-BCBehavior Resources NurseBaystate Medical Center

15. Apply key learnings from the day and identifyareas in your work environment where youcan begin to take action.

FACULTY DISCLOSURENone of the other faculty or planners for this educational event have commercial relationships with any entity producing, marketing, reselling or distributing health care goods or services con-sumed by, or used on, patients.

Explore, Engage and Excel 2017