4:00-4:10pm: Welcome & Overview of Quality & Value Innovation Consortium (QVIC) Activities
– Stacy Farr, PhD, MPH
– John Spertus, MD, MPH
4:10-4:25pm: Healthcare Perspective: Improving the Hospital Experience for Seniors – Lessons Learned & Future Challenges
– Anne Xenos; Director, Senior Care Services
– George Mitchell, Manager of Performance Improvement/Risk
– Tramaine Smith, Patient Experience Coordinator; St. Joseph Medical Center, Prime Healthcare
4:25-4:35pm: Healthcare Perspective: Patient Satisfaction in the VA
– Kelly Goudreau, PhD, DSN, RN, ACNS-BC FAAN; Director of Patient Care Services / Nurse Executive
– Deborah Campbell, MHA, BSN, RN; Patient Experience Officer; KC Veterans Administration Medical Center
4:35-4:45pm: Researcher Perspective: Understanding Patient Satisfaction, Patient Experience, and Patient Engagement: Conceptual and Methodological Issues and Applications
– Tracey LaPierre, PhD, MA, MS; University of Kansas & University of Kansas Medical Center
4:45-4:55pm: Researcher Perspective: Using Research to Improve Patient Engagement
– Danielle Olds, MPH, PhD, RN, CIC; School of Nursing, University of Kansas Medical Center
4:55-5:05pm: Moving Beyond CAHPS Surveys: Gaining Deeper Insights Into Patients’ Experiences
– Mary Kay O’Connor, CEO, PatientsVoices
-Katie Taff, MBA CPXP; Program Manager, Children’s Mercy Hospitals
5:05-5:15pm: Patient Perspective: What Matters Most to Patients
– Barbara McCool, PhD, MHA, MTP; Retired
5:05-5:35pm: Questions & Discussion - Panel 5:35-6:00pm: Brainstorming Session: Problem Identification & Potential Strategies
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