Under the Patronage of Organised By

BII World
Eyes Of Cities

Elevating
Holistic Experiences
to Achieve the Quadruple Aim

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 Ace Your PX Game with the Learnings of Today!
The Patient Experience Excellence Congress returns this year with exciting new content and
a fresh new line-up of top global and regional trendsetters. These diligently selected experts
will share their knowledge on innovation in healthcare delivery and how to spark change in
the experience era.
Experience leaders are in a unique vantage point to share their insights – and the time has
come to take lead and help usher in the emerging realm of healthcare revolution.

Walk in ready to level up, and you’ll walk away with the
tools you need to create lasting change..
PX 4.0 Leaders Talking Disruption &
Innovation whilst Staying Patient Centric
Dr. Mohammed Khaled Abdulaali Alan Dubovsky
Assistant Deputy Minister for Chief Patient Experience Officer
Hospital Services Cedars-Sinai
Ministry of Health Saudi Arabia Learn how Cedars-Sinai, one of the top health
With the launch of Ada’a – the unique systems in the United States, has launched a
performance measurement model; Ministry of tremendously successful Patient Experience
Health Saudi Arabia is conquering the challenge program resulting in significant increases in patient
to rank more than 100 of its hospitals across the satisfaction scores and increased team member
kingdom based on more than 40 KPI’s engagement.
Acclaimed international recognition by receiving the "The International Cedars-Sinai Medical Center in Los Angeles, CA is ranked No. 8 on the Best
Project of the Year" MCA award in 2018; this talk will share insights on this Hospitals Honor Roll. It is nationally ranked in 12 adult specialties and rated
massive hospital digitization and transformation project – truly a global high performing in 9 adult procedures and conditions
example for the world to follow. Session: Building a World-Class Patient Experience Program
Session: Patient Experience & Operational KPIs : Optimal Concentration

Manvir Victor, WHO Martha M. Parra

Patient Advocate, Malaysia; Chairman | Vice President - Clinical Support Services
Patient for Patient Safety, Malaysia & Board Children's National Health System
Member | Malaysian Patient Safety Council Ranked No. 6 overall and No. 1 for newborn care,
& Malaysian Society for Quality in Health; UK Children’s National named to U.S. News Best
Speaker was a renowned radio DJ in Malaysia Children’s Hospitals top 10 list for third year.
with a drive time show for approximately 1.5 Discover the leading strategies as the speaker
million listeners. He hosted programs on local sheds light on innovative strategies deployed to
and international television for sports, which included ESPN and BBC move PX performance from Good to Great
covering the World Cups 2002 & 2006, Euro 2004, 2004 Olympics, Session: Aligning Experience, Engagement, Culture, Quality &
1998 Commonwealth Games. Safety to Drive Improvements
Hear him as he shares his account of being diagnosed with end stage
renal failure and a very heart touching healthcare experience composed of
extraordinary acts of compassion + great clinical care.
Session: Patient Stories of Hope, Faith & Healing

Jon Langford Dr. Adeline Saliba

Pulmonary Diagnostic Lab Manager Chief of Staff to the CEO
Texas Childrens Hospital Abu Dhabi Health Services Company – SEHA
Jon’s sister’s journey in fighting multiple This talk will draw insights on redirecting your
medical battles led Jon to inspire change efforts to what matters most to your patients and
through patient experience initiatives. Jon understand what does person-centric care in
has played a pivotal role on the Texas today’s digital arena mean? Underpin the power to
Children’s patient experience team and led connect patients with Emotional Intelligence
by the notable example of his late sister, he now aspires to inform on a day-to-day basis
and inspire others. He is very passionate about sharing his vision for Session: Getting the Patient Experience Right
improving the patient experience
Session: Beyond the Diagnosis

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 Sponsors & Partners
Under the Patronage of

Strategic Partner

Premium Gold Sponsor Patient Advocacy Partner

Silver Sponsors Health Analytics Partner

Knowledge Partner

Media Partners

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 The Most Influential Voices Shaping
Next-Generation Patient Experience
International Speakers
Martha M. Parra Alan Dubovsky
Vice President - Clinical Support Services Chief Patient Experience Officer
Children's National Health System Cedars-Sinai

Jon Langford Ilkay Baylam

Pulmonary Diagnostic Lab Manager Assistant Director
Texas Children’s Hospital Planetree

Reenita Das Dr. Dirk De Korne

Partner & Senior Vice President Global, Director of Care & Welfare
Healthcare and Life Sciences SVRZ
Frost & Sullivan

Manvir Victor, WHO Benedict A Stanberry

Patient Advocate, Malaysia; Chairman Principal
Patient for Patient Safety, Malaysia & Board IHLM
Member | Malaysian Patient Safety Council
and Malaysian Society for Quality in Health

Local & Regional Speakers

Dr. Ahmed Balkhair Dr. Abdulrahman AlQahtani

Deputy Minister E-Health Vice President – Health System Transformation
Ministry of Health Saudi Arabia Ministry of Health Saudi Arabia &
Emergency Medicine Consultant
King Saud Medical City

Dr. Abdulrahman Mohammed Dr. Adeline Saliba

Al-Muammar Chief of Staff to the CEO
Abu Dhabi Health Services Company – SEHA
CEO
King Saud University Medical City

Dr. Shatha AbuZinada Dr. Mohammed Khaled Abdulaali

Chief Organization Development Officer Assistant Deputy Minister for Hospital Services
King Saud Medical City Ministry of Health Saudi Arabia

Dr. Abdulelah AlHawsawi Barakah Saleh Binshamlan

Director General General Manager of Mystery Visitor Program
Saudi Patient Safety Center Ministry of Health Saudi Arabia

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 Dr. Ghassan Abbas Dr. Tamara Sunbul
Assistant Vice President for Clinical Excellence Medical Director of Clinical Informatics
Riyadh Second Health Cluster John Hopkins Aramco Healthcare

Dr. Rola Hammoud Dr. Abdullah Kashgary

Chief Medical Executive | Clemenceau Director of Strategy and Support Services
Medical Centre-Dubai (UAE) DaVita International
Founder & President | Lebanese Society for
Quality and Safety in Healthcare

Muhammed Siddiqui Dr. Michael Davis

Chief Information Officer Chief Operating Officer
International Medical Center NMC Healthcare

Dr. Ahmad Mahmoud Wazzan Christine Rawlinson

Assistant Professor, Emergency Medicine Program Director, Nursing Development and
King Saud bin Abdulaziz University for Saudization | King Faisal Specialist Hospital
Health Sciences; Consultant Trauma, and Research Centre
Emergency Medicine | King Abdulaziz Medical
City (Ministry of National Guard Health
Affairs, Jeddah)

Monalisa Watfa Ahmad AlKhaibary

Chief Experience Officer Associate Executive Director of Nursing Affairs
Saudi German Hospitals King Saud Medical City

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 CALL FOR
ABSTRACTS
Deadline: 23rd January 2020

Ace the
Patient Experience
The 2nd Annual Patient Experience
Excellence Congress
is delighted to invite healthcare
professionals to participate in
Showcase and share
the poster competition.
your organisation’s experiences/
projects/initiatives illustrating remarkable
patient experience improvement with
measurable outcomes.
Lets distinguish, celebrate and support the impressive
work done to enhance the quality of the overall
healthcare experience.

Prizes will be awarded to the

best 5 poster exhibits

If you have an interesting case study to share, write please email

[email protected] or visit the event website for
guidelines and registration process.

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 Promise of
2nd Annual Patient Experience Excellence Congress

“What can I take back to the office & put into

place immediately?”
Executives Keep
that Question at
the Top of Their
Minds & for Good
Reason!

We Understand What it Takes For You to Deliver

Great Healthcare Experience

COMMITMENT PASSION EXPERIENCE KNOWLEDGE INTELLIGENCE

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 THINK DIFFERENTLY
Incremental improvement in patient outcomes and satisfaction is not
sufficient for success in a rapidly evolving market.

PLAN DIFFERENTLY
Develop a vision of the future and work backwards to create a success formula
that makes providers, clinicians, employees, consumers and communities more
accountable for care outcomes.

ACT DIFFERENTLY
Allocate and manage the organization's time, capital and other resources so that
tomorrow's success can be realized today.

Global
Best Practices
Strategy &
Px Credit Hours Implementation

Set Up
Your Game
Techzone Plan & Evidence
- Based Study

Witness

Transformational Experiencial
Journies Learning
Patient Story
Slam

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 Central Themes
This year, program will lean more towards understanding experience touch points,
the innovation required to break down silos and reinvent pain points, and learn more
about new and exciting experience innovations in the following domains :

High reliability: culture & reliability Quality & Clinical Brilliance

Caregiver Wellbeing & Engagement Innovation & Digitisation

P
 atient, Family & Community Healing Facilities
Empowerment
 Governance, Policy & Regulation
D
 esign Thinking & Co-Creation
Engrained Compassion & Empathy
M
 etrics & Measurement:
Journey Mapping Nursing Shared Governance Toolkit

Striving for Excellence is What Separates the

Leaders from the Followers

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 Who will you meet at
the Patient Experience Excellence Congress
Over 350 Senior leaders from TOP Hospitals & Health Systems
Misc.
Case Manager, Clinicial Co-rdinator, Unit Manager,
Marketing, Communications & Pharmacist, Therapist, Accreditation Specialist,
Business Development Lab Manager
Director, Head, Manager

Quality, Safety & Risk

Chief, Director, Patient Experience
Head Officer & Manager VP, Director, Head, Officer,
Manager of Patient Experience,
Patient Service, P
 atient Relations,
Patient Advocate, Patient Affairs

Nursing
Chief, Director, Head Officer
& Manager

C-Suite
Chairman, Director General, Asst. DG, CEO,
President, VP, CIO, CMO, Executive Director

Hospitals & Providers

Public & Private Hospitals | Clinics (Primary, Secondary & Tertiary) | Ambulatory
Services | Rehabilitation Centers | Pharmaceutical

Government & Academia

Health Ministries | Industry Associations | Research Institutes |
Health Authorities | Accreditation Body

Payers
Public & Private Insurance Providers

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 Attendees loved PXEC 2019!

  

Overall excellent presentation
Thank you for well organized Extremely informative congress
and ambiance. Very good time
and informative event. with excellent dynamic
management. I love of moment
The speakers were diverse and speakers. Chairperson doing an
of awarding trophy which does
well knowledgeable in PX outstanding job
not take a lot of time.

  

A great event, well organized, Outstanding organization, An excellent platform to engage
interesting sessions and the best conference I have all healthcare providers in
professional speakers. Looking ever been to – great minds, patient experience excellence
forward to seeing more of such wonderful experiences to share most especially person-
events by PX champions centered care

 
It is been a great pleasure and

advantage to be one of your
I was pleased to attend this
Excellent topics and speakers. conference. It was well organised
participants in this patient experience
Q&A is informative overall it excellence congress. This experience and it was interesting to
gives me insight of patient gain me more understanding because discover the many efforts of the
safety in the Kingdom and its all speakers are excellent and relevant Kingdom in creating the proper
topics. Excellent venue and
future plans enhanced learning. environment for healthcare

  

Excellent selection of conference Thank you for one of the most
inspiring gatherings I have been Great congress – interesting
– proactive information to improve subjects. Very inspired speakers
to. As a very senior leader in
patient experience and for with recent knowledge.
Healthcare I just attend a congress
fostering patient as the center of that makes me wish I was 20 years Comprehensive conference. I
our institution in the health system younger to be part of the future. am glad to be here.


Great organization excellence
attention to the details. Diverse
topics and highly esteemed
speakers

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 Saudi Arabia Digital Pulse
With the Rise in Focus on Value-Based Care, Technology Convergence
will Drive Care Delivery Innovation

Saudi Arabia, with increasing focus

on digital healthcare innovations, offers
an excellent meeting place for IT
solutions to enhance healthcare services
offered. Saudi’s e-Health policy aims to
implement a program in order to achieve
its vision of a ‘safe, efficient health system,
based on the care centred around the
patient, standard-oriented, and
supported by the e-Health’

Where Are They Spending?

About 80% Healthcare

Industry CXO’s believe
4 technologies namely
AI, Big Data Analytics,
mhealth & Wearables
will be the biggest game
changer
*Frost & Sullivan

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 LeD by
15th March 2020
Benedict A. Stanberry
HALF-DAY MASTERCLASS A Principal | IHLM (UK)

Using Design Thinking to Transform the Patient Experience

09:30 – 12:30
This is a masterclass for anyone who works in healthcare – whether in a boardroom or at a bedside
– and believes that the care they and their team deliver could be much more responsive to the
needs of patients and their families.

In this interactive and hands-on class you’ll discover what design thinking is, how you can use it to
understand the problems that patients and their families face, and how to subsequently use this
understanding to redesign care in ways that are more person-centred.

There will be numerous case studies illustrating how design thinking has helped some of the
world’s leading hospitals to transform their patient’s experiences, as well as practical exercises
that will enable you to practice using design thinking to solve the real-life problems your hospital
or clinic faces – such as eliminating missed appointments, improving communication between
clinicians and patients, and reducing waiting times.

Learning Outcomes:
As a result of this masterclass you will be able to:
•D  efine what design thinking is and describe how and why it can be used to transform the patient
experience,
• Describe each of the individual phases of the design thinking cycle and what takes place during
each phase, and
• Use design thinking to improve patient satisfaction by generating solutions based on a deep
understanding of patient needs and experiences.

All masterclass participants will receive an IHLM Certificate of CPD Completion and
both paper and electronic copies of the illustrated masterclass handbook.

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 LeD by
15th March 2020
Ilkay Baylam
HALF-DAY MASTERCLASS B Assistant Director
Planetree (Turkey)

Care Partner Program from A to Z

14:00 – 16:30
Every day we host millions of companions (watchers-sitters) overnight in our health care
organizations beside our patients. Sometimes they are in an effort to help and learn about the care
of their patients; most of the times they are silent observers, ignored by the care givers.

What if we were able to teach them how to give basic to complex care to their patients during
their stay in the hospital? We know that “Higher levels of social support are associated with
BETTER SELF-MANAGEMENT, and HEALTH OUTCOMES in chronic illness” (Strom 2012; Nicklett
& Rosland 2013; Baker 2000 & 2003; Luttik 2005; Zautra 1998; Rosland 2008; Rosland
2010; Krumholz 1998; Griffith 1990,  Eaton 1992, Cardenas 1987) and not only this, but also the
readmissions of geriatrics population drops by 25% when they have a care giver with them (Journal
of the American Society, April 2017).

Care partner is defined as family member or friend appointed by the patient who is included as a
member of the care team and accepts mutually-agreed upon patient care responsibilities during
and between specific episodes of care.

With the help of a care partner program, our aim is to help companions understand the care of their
loved ones, contribute into the care of their loved ones and empower them for the care activities
that they will conduct at home after discharge.

Learning Outcomes:
In this Master Class, participants will learn:
•  he “why” for a Care Partner Program along with the evidence base for it,
T
• The key components of a Care Partner Initiative,
• Implementation Steps,
• Measuring the Impact of a Care Partner Program and
• Evolving the Concept.

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 AGENDA | Monday, 16th March 2020 Day-1

08:10 Badge Collection & Welcome Coffee

08:50 BII Welcome Note

08:55 Opening Remarks from the Chairman

09:00 Curtain Raiser Keynote

Getting the Patient Experience Right
• Outline global trends driving healthcare
• Foster a culture of patient experience through compassion and empathy
• Create an empowered and engaged patient
Dr. Adeline Saliba, Chief of Staff to the CEO | Abu Dhabi Health Services Company – SEHA

09:30 Healthcare Super Heroes Panel

The Quadruple Aim: Hitting the Mark for Improvement & Sustaining Excellence
We all know the various tactics to improve the experience of ourpatients, but we also know how difficult it is to sustain
improvement.How can large health systems reliably increase thenumber of outstanding experiences they produce?
The plenary brings together a group of rich and diverse leadership perspectives working to address excellence in
patient experience as they lead their healthcare organizations. In this session, we will explore their commitments and
aspirations, challenges and opportunities, strategies and lessons learned on their respective journeys. Learn from the
reflections of leaders and leap forward to steer your PX journey to the next level.
• High-value care: How to scale and sustain innovation in care delivery?
• What is your organization doing to increase provider engagement?
• How forge new partnerships to champion co-creation and shared decision-making efforts?
• Reengineer health care delivery – what key things should change to transform patient view of the service experience?
• Role of each stakeholders in health care delivery and opportunities to collaborate in preventative health, disease
management, and advocacy initiatives
• Proven revolutionary techniques to rapidly integrate processes that make a difference for the patient beyond the
medical care
Panelists
Dr. Abdulrahman Mohammed Al-Muammar, CEO | King Saud University Medical City
Dr. Shatha AbuZinada, Chief Organization Development Officer | King Saud Medical City
Dr. Abdulelah Alhawsawi, Director General | Saudi Patient Safety Center
Dr. Adeline Saliba, Chief of Staff to the CEO | Abu Dhabi Health Services Company – SEHA

10:00 Moving from Good to Great: Aligning Experience, Engagement, Culture, Quality & Safety to Drive
Improvements
• Patient experience framework that drives strategic work
• Model and the governance structure that aligns quality, safety and experience
• Process for developing organizational values that have driven culture and patient experience
• Innovative strategies that have advanced patient experience
Martha M. Parra, Vice President - Clinical Support Services | Children's National Health System

10:30 Morning Coffee Break & Networking

11:00 High Reliability: Culture & Leadership

Safety is a core value and fundamental to the patient experience. This is a general notion, however, human as we
are, there are still preventable medical errors result in the loss of 200,000 lives per year with associated financial and
operational burdens in organizations and society. Widespread preventable patient harm occurs despite increases in
healthcare regulations. Attaining patient safety care can be achieved through high reliability operations.
• Strong Leadership is a key component to any success in an organization, which is the same way for healthcare
institutions seeking high reliability.
• Best Leaders in a high reliability healthcare institutions have innovative spirit, move others to action.
• high reliability health care institution shows mindfulness to every action, as it adapts a “just” culture, wherein there is a
collective action to improve quality and patient safety.
Dr. Shatha AbuZinada, Chief Organization Development Officer | King Saud Medical City (KSA)

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 AGENDA | Monday, 16th March 2020 Day-1

11:30 Triple "T" to Enhance Patient Experience

Transparency, Truth & Trust in Medical Error
• Identify the events for which disclosure is needed
• Use different models to explain to patients about adverse events
• Show the importance of truth telling to enhance patient experience.
Rola Hammoud, Chief Medical Executive | Clemenceau Medical Centre-Dubai (UAE) & Founder & President I Lebanese
Society for Quality and Safety in Healthcare (UAE)

12:00 Mission of Caregiving: Building High Reliability Workforce & Engagement

Employee engagement and satisfaction is rapidly emerging as a key area in the management of healthcare services. The
focus has traditionally been on the patient as sole customer of healthcare organizations. However, the emerging trends
of staff attrition, burnout, and declining service quality have made it a must for healthcare organizations to recognize
their own employees as customers too. This presentation will discuss:
• The emerging numbers, patterns and trends in the areas of staff attrition, burnout and satisfaction.
• The signs used to identify health vs unhealthy workforce.
• The difference between staff satisfaction and engagement.
• Examples of successful practices in the field of employee engagement.
• The methods used to effectively and validly measure employee engagement.
• A practical road map for transforming and uplifting your employees’ morale.
Dr. Ghassan Abbas, Assistant Vice President for Clinical Excellence | Riyadh Second Health Cluster

12:30 Patient Experience in Emergency Unit & Beyond

• A trauma patient is coming – what should I do?
• Advanced nursing practise to improve care in the Emergency Department
• Ethical Dilemma for families of terminal patients
• End of Life : Crucial Conversation
• Enhancing partnership with patients and family – Crescent of Care
Dr. Ahmad Mahmoud Wazzan, Assistant Professor, Emergency Medicine | King Saud bin Abdulaziz University for
Health Sciences; Consultant Trauma, Emergency Medicine | King Abdulaziz Medical City (Ministry of National Guard
Health Affairs, Jeddah)

13:00 Prayer Break & Luncheon 

14:00 Beyond the Diagnosis
Often times we get so caught up in the patient’s diagnosis that we miss great opportunities to provide an excellent
patient experience. Tasks in diagnosing and treating a diagnosis become so routine for caregivers that the patient’s
understanding and comfort levels with such tasks can often be overlooked. This presentation will cover:
• Using AIDET to develop trust early in the patient,
• Caregiver interaction, getting to know a few of the patient’s key likes & dislikes to help establish a longer-term
relationship,and involving the patient & family in medical decisions.
Speaker will use the experience and outcome of his late sister to will show how these points are applied to real life situations.
Jon Langford, Pulmonary Diagnostic Lab Manager |Texas Childrens Hospital

14:30 Two Sides of a Coin: Being the Patient’s Family – Being the Provider
• Emotions and expectations of pregnant (families)
• Limitations of healthcare institutes to meet the expectations of pregnant (families)
• Creative solutions to overcome limits and meet the expectations of pregnant (families)
Ilkay Baylam, Assistant Director | Planetree

15:00 Healthcare Co-production : Patients as Surveyors?

Involving patients & Community in Accreditation : Future Roadmap
• Involving patients & Community in Accreditation : Future Roadmap
• Patient involvement, engagement and empowerment are strategies part of patients’ rights and duties that plays a
critical role in shaping new patients' perception of involvement
• Patient participation make patients feel the importance of their active role in their own plan of care; and improve their
safety even when patients do not vigorously make medical decisions.Freytag, J.et al (2019).
• Patient’s assessment of the services can enforce meeting the exact patient’s needs andexpectations

15:30 Afternoon Coffee Break & Networking

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 AGENDA | Monday, 16th March 2020 Day-1

16:00 Story Slam

Patient Stories of Hope, Faith & Healing
The speaker shall share his personal patient journey from being diagnosed with illness to having received a successful
transplant. His current role allows him to view healthcare systems globally and share stories of triumph through adversity
of patient champions
Showcasing an inspirational patient story& extraordinary acts of compassion
Manvir Victor, WHO Patient Advocate, Malaysia; Chairman |Patient for Patient Safety, Malaysia & Board Member |
Malaysian Patient Safety Council and Malaysian Society for Quality in Health; UK

16:30 Evidence-Based Case Study

HEART : Nursing Care as a Shared Governance Solution to Meet Patient’s Needs
HEART Nursing Care Project is an evidenced-based initiative aimed at improving patients’ satisfaction toward nursing
care through providing training to the frontline nurses in how to deliver customer focused services that will meet
patients' expectations, patients' needs and create a therapeutic relationship with their clients.
KSMC nursing affairs will share with our peers the success of this initiative and the impact on the patient experience and
patient satisfaction supported by evidence and actual reports. Moreover, will take them through the shared governance
model at KSMC as a success story.
• Meeting patients’ needs could be achieved with innovation
• Shared governance is a key for innovation and nursing practice solution
• Model will lead to satisfactory outcomes.
Ahmad AlKhaibary, Associate Executive Director of Nursing Affairs | King Saud Medical City

17:00 Change Maker Panel

Taxonomy of the Patient Voice& Co-Design Challenge
Understanding the patient voice is an important but elusive goal. Embedding "the voice of the patient" is an aspiration
many healthcare organizations hold, yet one that most find challenging to operationalize. As competition in healthcare
becomes more intense, organizations that truly embrace the patient voice will win.
In this panel you’ll hear from real patients who will share their design horror stories, discuss the challenges they face,
and highlight opportunities for designers and industry professionals to focus their attention. Also gain insights from
healthcare leaders on project and/or initiative they have led at their organization, showcasing best practices and results
to date.
• Share unique approach to measurably improve care delivery through redesigning existing practices and engaging
patient advocacy groups.
• How can healthcare organizations ensure that authentic patient voices permeate decision-making and strategy?
• Stories Matter: Why you should embed patient stories at the heart of what you do?
• How to build genuine connections between leaders and the patients?
• Create an environment for partnering with patients that draws on rapid transformation and age-old principles of care
Panel Moderator
Benedict A Stanberry, Principal | IHLM
Panelists
Martha M. Parra, Vice President - Clinical Support Services | Children's National Health System
Dr. Ahmad Mahmoud Wazzan, Assistant Professor, Emergency Medicine | King Saud bin Abdulaziz University for
Health Sciences; Consultant Trauma, Emergency Medicine | King Abdulaziz Medical City (Ministry of National Guard
Health Affairs, Jeddah)
Manvir Victor, WHO Patient Advocate, Malaysia; Chairman |Patient for Patient Safety, Malaysia & Board Member |
Malaysian Patient Safety Council and Malaysian Society for Quality in Health; UK

17:30 Day 1 Closing Remarks from Chairman

17:35 Evening Reception

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 AGENDA | Tuesday, 17th March 2020 Day-2

08:30 Welcome Coffee & Networking

09:00 Recap of Day 1 by Chairman

09:10 International Keynote

Building a World-Class Patient Experience Program
The presentation will outline how to develop, or relaunch, a world-class Patient Experience program from the ground
up, focused on data-driven, collaborative, and innovative experience strategies. Learn how Cedars-Sinai, one of the top
health systems in the United States, has launched a tremendously successful Patient Experience program resulting in
significant increases in patient satisfaction scores and increased team member engagement.
• Practical tools and templates for launching a Patient Experience program
• Details on specific Patient Experience projects that could be universally applied
• Guidance on selecting appropriate technologies and innovation around Patient Experience
Alan Dubovsky, Chief Patient Experience Officer | Cedars-Sinai (USA)

09:40 Patient Experience & Operational KPIs : Optimal Concentration

Patient experience (PX) is measured utilizing many methodologies and approaches. This is not at countries level but down
to institutional levels. Predominantly these measures are used to rank, evaluate, incentivize and/or sensitize top, middle
and first line managers. However; these are presented most of the time as solo domain metrics that are detached from other
mission domains, or other domains are presented without counting for PX, which may lead to inappropriate engagement.
Here we are presenting the importance of balancing these measures, and the necessity of coupling any PX program with
multi-factor improvement tactics. In our presentation we will be suggesting an innovative tactic in this regard (SPR-P).
• The mission requires our balanced focus on all important domains.
• PX may impact all other mission domains and vice versa.
• Solo measures will remain always limited, biasing and may lead to fake outcomes.
• Appropriate culture, supported by highly engaged leaders are important factors to harvest from implementing PX programs.
Dr. Mohammed Khaled Abdulaali, Assistant Deputy Minister for Hospital Services | Ministry of Health Saudi Arabia

10:20 Morning Coffee Break & Networking 

10:40 Journey to Care Excellence at SGH

• The journey to care excellence is not a smooth one: how to navigate the peaks and valleys?
• Caring for staff before caring for patients
• Each healthcare system's care excellence model is unique
Monalisa Watfa, Chief Experience Officer | Saudi German Hospitals
11:05 Humanizing Technology in Integrated Healthcare Delivery: How Combined Artificial & Human Intelligent Design
Makes Healthcare Better
In this interactive session the audience will learn about the implementation of innovative quality and safety improvement
examples in hospital and long-term-care facilities in Europe and Asia.
• Presenting best practices in managing partnerships and collaboration projects
• Overcoming challenges in integrating holistic aging care elements
• The key initiatives and factors in achieving an integrated care system
• Artificial intelligence, blockchain, cloud, and data - Examples of its application in diabetes care, dementia,
ophthalmology and infection prevention and control
Dr. Dirk De Korne, Director of Care & Welfare | SVRZ
11:30 Smart Home for Healthcare
Optimising big data, AI, aging-in-place, disease management and wellness in a platform for consumer health
In this interactive talk, the speaker will cover the concept of how healthcare can be delivered in smart homes, for whom and how.
• Are we really in the age of smart homes? What should a Smart Home Tech Stack comprise for enabling healthcare services?
• Which healthcare services can be delivered in the smart home, and how will they evolve? What trends are affecting these
developments?
• What are the resident profiles, and their unique health needs in a smart home?
• Which care delivery segments can be served by a smart home healthcare service, and what features must smart homes
have to enable such services?
• What is the level of regional readiness for smart homes healthcare services? How does that compare to the existing smart
home penetration across the world?
• Who are the players in this ecosystem? What does an ideal smart home delivering care look like?
Reenita Das, Partner & Senior Vice President Global, Healthcare and Life Sciences | Frost & Sullivan

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 AGENDA | Tuesday, 17th March 2020 Day-2

11:55 Next Generation Patient Engagement to Achieve Prevention before Intervention

• How to utilize the registry framework to define patients needing interventions
• How to engage patients as partners in healthcare delivery
• Integrating data from patients including patient wearables into medical records
• Scoring Patient risks using international scoring tools and algorithms
• Non-traditional patient outreach and interventions
• Data mining & measuring outcomes of interventions
Dr. Tamara Sunbul, Medical Director of Clinical Informatics | John Hopkins Aramco Healthcare

12:25 Smart Chat

Taking the Digital Pulse: Is Your Digital Strategy Fit?
When it comes to deploying technology to improve patient experience, healthcare organizations have great intentions.
The challenge comes when turning those intentions into action. How do you improve the patient experience in the digital era?
Panel featuring tech veterans and caregivers to deliberate discussion on digital transformation fatigue, buy-in issues,
where they pivoted along the way and how are they measuring success in layering their digital strategy over PX strategy?
• Explore disruptive technology entering the market and what it means for health systems?
• Incorporate technology-enabled innovation into the organizational culture
• Asking patients what they want in a digital patient experience
• Solve the right problem – avoid chasing wrong metrics
• Lessons learnt in the digital transformation journey
• Core tenets of the digital game: Agile methodologies, human-centered design and systems thinking
Panel Moderator
Reenita Das, Partner & Senior Vice President Global, Healthcare and Life Sciences | Frost & Sullivan
Panelists
Dr. Ahmed Balkhair, Deputy Minister for E-Health | Ministry of Health Saudi Arabia
Dr. Dirk De Korne, Director of Care & Welfare | SVRZ
Alan Dubovsky, Chief Patient Experience Officer | Cedars-Sinai

13:00 Prayer Break & Luncheon 

14:00 Risk, Patient Safety & Patient Experience : Multi-Disciplinary Approach
• Deploying "secret shoppers" to get a better understanding of patient experience in their facilities, and ascertain the
findings that can be eye-opening
• Insights on the state of mystery shopping in KSA healthcare facilities
• Handling staff expectations and feedback
Barakah Saleh Binshamlan, General Manager of Mystery Visitor Program | Ministry of Health Saudi Arabia

14:30 Revolutionising Customer Experience with AI-Powered Chatbots

• Understanding the relevance of AI-chatbots to deliver and convey information to the customers promptly
• Comprehending the values of human powered live chat for better understanding in solving any customers’ issues
• Comparing the importance of both AI-chatbots and human powered live chat to consider on the best customer
service platform
Muhammed Siddiqui, Chief Information Officer | International Medical Center

15:00 Empathy versus Sympathy: Delivering the Compassionate Care Always

• Define empathy and sympathy and discuss the differences between the two to understand how to always deliver
compassionate care.
• Methods to instill these traits in the staff to ensure optimal patient experience and outcomes.
• Interventions to combat compassion fatigue
Christine Rawlinson, Program Director, Nursing Development and Saudization | King Faisal Specialist Hospital and
Research Centre

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 AGENDA | Tuesday, 17th March 2020 Day-2

15:30 Purposeful Executive Rounding in Action- Tips & Tricks

• A look at how leading organizations are prioritizing objectives with executive rounding
• Debunk the grave mistakes – what are the common mistakes organisation make to debase leadership rounding and
diminish its effectiveness?
• Strong process and supporting technology to deploy effective performance improvement
• How rounding can improve trust and morale?
• Conversation VS interrogation
• Case Study : Executive Rounding in Real Life
Dr. Michael Davis, Chief Operating Officer | NMC Healthcare

16:00 Vision Board Sessions

Reflect Back & Leap Forward :Patient Experience Prognosis
Conferences can be informative and inspiring, but what action steps will you take when you’re back at work? Having a
platform in place to help diagnose the state of your current patient experience can help you make tangible changes to
improve it.
Join your fellow participants for a hands-on session to take the conference learnings and identify the desired outcomes and
bold steps needed to provide consistent and exceptional person-centric experience across the care continuum.
As we are going paperless to save environment, pick your handsets/ tabs to post the following on the event app.
• What was your wow moment / take-away message ?
• List your 2 important PX goals that you wish to achieve after attending the 2 days of inspiring sessions and actionable insights.

16:30 Closing Remarks from the Chairman

16:40 Farewell Coffee & Networking

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 LeD by
18th March 2020
Benedict A. Stanberry
HALF-DAY MASTERCLASS A Principal | IHLM (UK)

Resolving Complaints & Dealing with Difficult Patients

(09:30 – 12:30)
Healthcare can be one of the most rewarding professions, but it can also be one of the most
stressful. Patients and family members can be uncooperative, hostile, demanding, disruptive,
unpleasant, unrealistic and irrational.
In this masterclass we will explore why interactions with patients and families can sometimes
be so challenging, and then demonstrate and practice useful strategies for managing difficult
interactions. We will discover the four fundamental variables that affect these interactions, which
include not only the attitude and behaviour of the patient, but also that of the doctor or care
provider, the effect of the patient’s disease or condition and the healthcare system itself – since
limited resources, time pressures and interruptions all contribute to difficult interactions.
We will use video case studies to illustrate practical strategies for handling a variety of scenarios
such as resolving complaints, calming anxious patients, delivering bad news, and defusing
potentially violent situations. We will use role-plays to practice applying the strategies in our own
hospital or clinic.

Learning Outcomes:
As a result of this masterclass you will be able to:
• Identify the four factors that drive effective interactions with patients,
• Predict which patient interactions are likely to be problematic and understand the reasons
why, and
• Adopt effective strategies for managing difficult interactions in a wide variety of scenarios.

All masterclass participants will receive an IHLM Certificate of CPD Completion and
both paper and electronic copies of the illustrated masterclass handbook.

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