transforming healthcare through patient experience · 2018. 11. 22. · using measurement to...

Copyright© 2018 Ipsos. All rights reserved.

Thursday, November 8, 2018The George Washington University

How do we give patients the best carepossible to promote the besthealth possible?

Ipsos Public Affairs2020 K Street, Suite 410, Washington, DC 20006

That’s what we will explore during today’s Symposium featuring Federal of�cials and leaders in health-related agencies, hospital administrators, providers, and patient advocates, each sharing how they have transformed healthcare for the good of the patient.

Transforming Healthcarethrough Patient Experience:Going Beyond the Score toBetter Care and Better Health


Agenda

9–9:30 am Registration and Continental Breakfast

9:30–9:35 am Welcome & Introductions Speaker: Dr. Kristen Welker-Hood, ScD, RN

9:35–9:50 am Opening Comments from Ipsos Speakers:

Katie Joyce, MPADr. Clifford Young, Ph.D

9:50–10:25 am Keynote Address Speaker: Dr. Kate Goodrich, MD Director of the Center for Clinical Standards

and Quality, and Centers for Medicare andMedicaid Services (CMS) Chief Medical Of�cer

10:25–11:30 am Panel 1: Major Lessons Learned in

Patient Experience Moderator: Omar Pedraza, MPH Panelists:

Linda House, RN, BSN, MSM Dr. Kimberley Marshall-Aiyelawo, Ph.D. Dr. Tom Valuck, MD, JD

11:30 am–12:20 pm Panel 2: Using Measurement to Improve Care Moderator: Dr. Beatrice Abiero, Ph.D. Panelists:

Dr. Alan Roshwalb, Ph.D.

Dr. Josh Seidman, Ph.D. Dr. Richard Bannick, Ph.D.

12:20–1:00 pm Networking Lunch

1:00–1:35 pm

Panel 3:

New Innovative Methods for Understanding the Patient Experience Moderator: Dr. Katie Ziemer, Ph.D. Panelists: Dr. Barbara Barry, Ph.D.

Doug Cottings, MBA Dr. Kevin Heath, MD, MHL, FACP

1:35–2:25 pm

2:25–2:30 pm Closing Remarks fKatie Joyce, MPA

rom Ipsos

Craig Deao, MHA

1

Speaker:

Keynote Address Speaker: Jennifer Purdy Executive Director, VA Patient Experience,

U.S. Department of Veterans Affairs


Keynote Address

Dr. Kate Goodrich, MDDirector of the Center for Clinical Standards and Quality (CCSQ) and CMS Chief Medical Officer (CMO)

Spotlight on our Symposium Speakers

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Dr. Kate Goodrich, MD, MHS, Director of the Center for Clinical Standards and Quality (CCSQ) and the Centers for Medicare and Medicaid Services (CMS) Chief Medical Of�cer (CMO), joined (CMS) in September 2011. CCSQ is responsible for over 20 quality measurement and value-based purchasing programs, implementation of the new Quality Payment Program and the Improving Medicare Post-Acute Care Transformation Act, quality improvement programs in all 50 states, clinical standards and survey and certi�cation of all providers across the nation, and all coverage decisions for treatments and services for CMS. The Center budget exceeds $1.5 billion annually. Prior to being CCSQ Director and CMO, Dr. Goodrich served as the Director of the Quality Measurement and Value-based Incentives Group in CCSQ from 2012 through 2015. Dr. Goodrich served as a Senior Advisor to the Director of CCSQ and the CMS Chief Medical Of�cer from 2011 to 2012, and from 2010 to 2011 she served as a Medical Of�cer in the Of�ce of the Assistant Secretary for Planning and Evaluation (ASPE) in HHS. Dr. Goodrich is a graduate of the Robert Wood Johnson Clinical Scholars Program at Yale University. From 1998 to 2008, Dr. Goodrich was on the faculty at the George Washington University Medical Center (GWUMC) and served as Division Director for Hospital Medicine from 2005 to 2008 and Chair of the Institutional Review Board from 2004 to 2008. She went to medical school at Louisiana State University in Shreveport, Louisiana, and completed her internal medicine residency and chief medical resident year at GWUMC. She continues to practice clinical medicine as a hospitalist and Professor of Medicine at GWUMC.

Copyright© 2018 Ipsos. All rights reserved. 3

Panel 1: Major Lessons Learned in Patient Experience

Dr. Tom Valuck, MD, JD is a Partner at Discern Health. He is a thought leader on health

health care outcomes at lower cost. Tom’s recent work at Discern includes facilitating the exploration of next-generation quality measurement and accountability models for health care delivery systems. He has also helped clients develop strategies to achieve success within the value-based marketplace. Before joining Discern, Tom served as Senior Vice President for Strategic Partnerships at the National Quality Foundation (NQF) where he oversaw the NQF-convened partnerships—the Measure Applications Partnership (MAP) and the National Priorities Partnership (NPP). In addition, Tom oversaw NQF’s engagement with states and regional community alliances. Tom also served as a Senior Advisor and

senior agency and Department of Health and Human Services leadership regarding Medicare payment and quality of care, particularly value-based purchasing.

Dr. Kimberly Marshall-Aiyelawo, Ph.D. served in the U.S. Navy for over 20 years as a Healthcare Administrator. Her current responsibilities include providing operational and policy guidance to the Uniformed Services in support of the execution of the $31 billion Defense Health Program budget. She serves as a principal scientist for the $8.3M DoD

provides guidance for study design, data collection, and analyses in support of health related research for policy decisions and military medical readiness issues. She holds a doctorate degree in Health Policy and Administration from The Pennsylvania State University.

Since 2006, Craig Deao, MHA, has been an integral part of Studer Group as a senior leader for the organization’s speaking and conferences teams, and he now directs thought leadership across Huron’s broader healthcare practice. Craig is a highly regarded national speaker on leadership, engagement, quality, and patient safety. He works with medical staffs and healthcare executives to create highly reliable organizations where employees want to work, physicians want to practice, and patients want to receive care. He also co-led the organization’s journey to become a recipient of the Malcolm Baldridge National

author the book, “The E Factor: How Engaged Patients, Clinicians, Leaders, and Employees Will Transform Healthcare.” In addition to his full-time work with Studer Group and Huron, he serves as faculty for the American College of Healthcare Executives (ACHE). Born and raised in New Orleans, Craig received two bachelor’s degrees from Louisiana State University. He received a master’s degree in healthcare administration from the University of Minnesota. Craig now lives in Pensacola, Florida, where he serves on the quality committee of his local health system.

Dr. Tom Valuck, MD, SD Partner, Discern Health

Dr. Kimberly Marshall-Aiyelawo, Ph.D.Senior Healthcare Research Analyst, Decision Support Division, Defense Health Agency

Craig Deao, MHASenior Leader, Managing Director, Huron Consulting

Linda House,RN, BSN, MSM President, Cancer Support Community

Linda House, RN, BSN, MSM has a long-standing history with the Cancer Support Community. First, she served as a local, af�liate volunteer and now, as President of the headquarters of�ce. In her current role, Linda oversees several areas of CSC including the Research and Training Institute, the Cancer Policy Institute, strategic growth and development, and marketing and communications, while maintaining high engagement with CSC’s af�liates and service delivery functions. Linda joined CSC after many years working in the cancer care environment, including over a decade of direct patient care in the acute oncology and hospice care setting. Immediately prior to joining CSC, Linda served as Executive Director of St. Vincent Cancer Care in Indianapolis where she led a team of individuals to provide care across the full cancer continuum. Prior to that, Linda was Senior Director of Advocacy and Professional Relations for Lilly Oncology working with patient and professional organizations on programs and broad issues related to cancer care. Linda serves in a variety of advisory roles in the national cancer community and is also an active volunteer with a number of organizations in her local community.


Panel 2: Using Measurement to Improve Care

Dr. Josh Seidman, Ph.D. , Senior Vice President, Avalere Health, advises clients on health delivery and payment innovation with a focus on using information technology to guide value-based care models. He applies his background in quality, health IT, and patient engagement to accountable care delivery system transformation and new payment models. Prior to joining Avalere, Josh was Managing Director at Evolent Health, where he supported large delivery system clients in quality measurement and performance improvement around clinical transformation, patient engagement, and population health management programs. Prior to that, Josh was Director of Meaningful Use at the

Health Information Technology, the founding President of the Center for Information Therapy, and Director of Measure Development at NCQA. Josh holds a Ph.D. and an MHS in Health Policy and Management from Johns Hopkins Bloomberg School of Public Health and a BA from Brown University. Josh is a Past President of the Society for Participatory Medicine and was a William B. Ziff Fellow for patient engagement with the Center for Advancing Health.

Dr. Josh SeidmanSenior Vie President, Avalere Health

Dr. Richard Bannick Ph.D.Deputy Division Chief of the Decision Support Division, OASD (Health Affairs) / Defense Health Agency

Dr. Alan Roshwalb, Ph.D.Senior Vice President, Ipsos Public Affairs

Dr. Richard Bannick, Ph.D., FACHE (Colonel, USAF, MSC, Retired) has extensive operational experience at all levels of the Military Health System (MHS), as military of�cer and health care executive, contractor, and federal service employee. His operational experience in uniform includes 25 years as a health care executive in Military Treatment Facilities (MTFs), at various levels as a clinic and hospital administrator; twice as staff of�cer and director at Headquarters, U.S.A.F. Surgeon General (as Facilities Programmer, Director of Managed Care, and Director of Air Force Medical Manpower); and at the Department of Defense as Executive Director of TRICARE Southwest Lead Agency (four-state Region) and as Deputy Chief Operating Of�cer, TRICARE Management Activity. Dr. Bannick is currently a federal service employee in the OASD (Health Affairs)/Defense Health Agency as Deputy Division Chief of the Decision Support Division, Falls Church, VA. He is a Board-Certi�ed Healthcare Administrator (Fellow, American College of Healthcare Executives), and a published health care researcher. He has led his Directorate’s survey operations since 2005.

Dr. Alan Roshwalb, Ph.D. joined Ipsos in 1995 as a Senior Statistician. Dr. Roshwalb received his Ph.D. from the University of Michigan’s School of Business Administration in Statistics and Management Science with an af�liation with the Survey Research Center at the Institute for Social Research. He has over twenty-�ve years of experience in research. Dr. Roshwalb began working in patient experience research in 1995 with Kaiser Mid-Atlantic and Kaiser-Ohio. Since then he has helped design and execute continuous patient experience tracking studies for different regions of Kaiser Permanente, the Army Medical Command, the United States Coast Guard, and the Defense Health Agency. In addition, he has worked with other health care and health plan organizations, such as Blue-Cross Blue-Shield, Cigna and United HealthCare, Davita Dialysis Centers, Fresenius Kidney Care, and BrightNow Dental. His work spans from the design of the programs to reporting and interpretation of results. Prior to joining Ipsos, Dr. Roshwalb taught statistics and applied quantitative methods at Georgetown University’s McDonough School of Business. He has authored and presented professional papers on statistical and research methodology for social science, marketing, accounting, and health management audiences. Recent research includes methodological effects of changes in study design on CAHPS surveys, and examining the ef�cacy of non-probability samples for measuring attitudes toward the risk of consuming alcohol and the value of college education.

Keynote Address

Jennifer PurdyActing Executive Director, VA Patient Experience, Department of Veterans Affairs

Panel 3: New Innovative Methods for Understanding the Patient Experience

Dr. Barbara Barry, Ph.D. Design Strategist, Mayo Clinic Center for Innovation

Dr. Kevin Heath,MD, MHL, FACPMedical Director, Enterprise Clinical Performance, Optum Care

Dr. Barbara Barry, Ph.D. is the Design Strategist for the Mayo Clinic Center for Innovation where she leads strategic vision for design and serves on strategy, operations, and leadership groups. Throughout her career as a research scientist and designer, she has applied anthropology and computer science to fuel innovation in industry, public, and humanitarian sectors. At the Mayo Clinic, she has led human-centered design projects to improve young adult health and co-designed patient-centered care models for emerging markets. She is an Assistant Professor in the Mayo Clinic School of Medicine specializing in Human Computer Interaction and applications of AI to improve health and wellbeing. Dr. Barry has a Ph.D. and M.S. from Massachusetts Institute of Technology and a B.F.A. from Massachusetts College of Art and Design. Her work has been featured in I.D. Magazine and MIT Technology Review, and published in academic conferences and journals, such as AAAI, ACM Multimedia, and AI Magazine.

Dr. Kevin Heath, MD, MHL, FACP is currently a Medical Director within the Enterprise Clinical Performance division of Optum Care. He is board certi�ed in internal medicine and nephrology. He completed medical school and residency at Creighton University in Omaha, Nebraska. This was followed by a clinical and research fellowship at Stanford University in Palo Alto, California. He also has a Master of Healthcare Leadership degree from Brown University. He previously worked in private practice as a nephrologist in Dallas/Fort Worth, Texas, and also as a hospitalist in Lawrence, Kansas. Immediately prior to joining Optum, Dr. Heath served as a market medical director for population health for Humana in Kansas City, Kansas and Kansas City, Missouri. Dr. Heath currently leads a team of 32 clinicians in performing clinical chart review in major markets across the United States. He also works closely with Optum’s House Calls and Complex Care Management programs in addressing the needs of both community and institutionalized Medicare and Medicaid patients nationwide. Dr. Heath provides continuing education as part of Optum Health Education and the Optum Center for Clinician Advancement. He travels the country speaking to clinicians and medical groups about identifying, diagnosing, and managing complex medical conditions. His research currently is focused on peripheral vascular disease and he is active with Vascular Cures, the only patient centered non-pro�t organization focused on peripheral arterial disease.

Jennifer Purdy leads the VA Patient Experience (PX) program. This program has worked to de�ne, design, and is currently deploying the VA PX framework and toolkits across VHA. Ms. Purdy has worked for the VA for 25 years. Prior to joining the VEO in June 2016, Ms. Purdy served as the Assistant Director for Outpatient Services at the VA North Texas Health Care System. She co-chaired the Veteran and Employee Experience council managing the facility’s Veteran Experience Committee, Employee Experience Committee, Organizational Health and Development Committee, Patient Centered Care Committee, Employee Wellness Program, Veterans Outreach Committees, and the VAEA. Under her leadership, the facility saw an increase in all component of the All Employee Survey and was featured as a best practice for improvements in the Best Places to Work SAIL metrics. Ms. Purdy served as the executive sponsor for the Patient Centered Care Journey and helped the organization become one of �ve VHA Centers for Innovation from the Of�ce of Patient Centered Care.



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Notes

Doug Cottings, MBAStaff Vice President, Market Strategy & Insights, Anthem Blue Cross Blue Shield

Doug Cottings, MBA, Vice President, Market Strategy & Insights, and leads Anthem Blue Cross Blue Shield’s capable team of research experts -- a dedicated team specializing in working with internal stakeholders to help them improve Anthem’s consumer centricity and competitive advantage in these challenging times. Doug brings a wealth of experience and relevant leadership to the Market Strategy & Insights team, with a strong focus on the �nancial industry plus experience in healthcare. Most recently, Doug held the position of Managing Director at GfK, one of the world’s largest market research consultancy companies, where he held responsibility over the Financial Services and Multicultural Research lines of business and their P&Ls. During his time at GfK, Doug was instrumental in pivoting the research organization to partner more closely with clients and helping them understand both the research conducted and how that research could be turned into actionable initiatives to improve business results. Doug’s background also includes time at UBS Financial Services, as Executive Director, Marketing Research & Analysis Head, and Bank of America where he served as Senior Vice President, Strategy & Business Intelligence. He also previously held senior positions in Global Business Intelligence and Global Research at Principal Financial Group. As a recognized thought-leader in his �eld, Doug has multiple industry publications, press quotes, news articles, and speaking engagements to his credit. Doug received his MBA from Xavier University and his BS in Business from Miami University (Oxford). He also was an adjunct marketing professor at both Miami University and Drake University.

transforming healthcare through patient experience · 2018. 11. 22. · using measurement to...

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