Person-Centered Care Track

​​​​​​​Putting people, patients, and care partners at the heart of every decision and empowering them to be genuine partners in their treatment is what we strive for in quality health care. Sessions for the Person-Centered Track will cover:

  • Patient and care partner engagement within diverse care settings and for underserved populations
  • Reliably addressing what matters most to patients (in addition to “what’s the matter") in every interaction
  • Measurement strategies and demonstration of the business case to guide improvement initiatives aiming to further person-centered care
  • Partnership between health care systems and community organizations to improve person-centered care
  • Utilization of shared decision-making, motivational interviewing, health literacy, and other communication strategies to enhance person-centered care

Session selection is open. View all Person-Centered Care sessions below or see the full program here. ​You can also view this year's 10 Forum tracks.

Person-Centered Care Sessions

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Co-Design Is Caring: Experience Meets Improvement

Co-Design Is Caring: Experience Meets Improvement

Co-design is the future, and the future is here. Learn about two global models that look beyond community engagement and look at co-designed plan-do-study-act cycles with measurable outcomes. Learn how to use co-design to ensure that diverse voices from the community are heard and harnessed. Take your improvement efforts to the next level with strategies that move us away from assumptions and into the true patient experience.

After this presentation, you will be able to:

  • Clearly distinguish differences between co-design and traditional patient-family partnership models
  • Illustrate experience-based co-design, a specific evidence-based model for improvement
  • Apply with passion the co-production process in professional and community settings

Presenters: Catherine Dale, Programme Director, Patient Safety, Health Innovation Network; Andrea Werner, MSW, Vice President, Heart, Lung and Vascular Center, Bellin Health; Tiffany Christensen, Patient advocate, Author, Public speaker, Duke University Medical Center

Using Improv to Improve Communication and Teamwork

Using Improv to Improve Communication and Teamwork

Medical improv uses principles of improvisational theater to enhance teamwork and promote patient-centered communication. During this highly interactive session, we will review rules and principles of theatrical improv before you participate in medical improv exercises designed to promote creative thinking, experiential learning, and clinician and staff engagement. You will work together to identify opportunities to integrate improv techniques into your daily work. You'll leave this session with a toolkit to implement these exercises at your institution.

After this presentation, you will be able to:

  • Recognize the value improv can play in teamwork and patient care
  • Utilize improv techniques to increase participants’ comfort level and skills with uncertainty, ambiguity, and surprise
  • Practice improv techniques that can be replicated in your local setting

Presenters: Julie Johnson, MSPH, PhD, Professor, Northwestern University; Maren Batalden, MD, MPH, MS, Assistant Professor, Harvard Medical School, Associate Chief Quality Officer, Cambridge Health Alliance; Magdy Milad, Professor, Northwestern Memorial HealthCare; Lindsey Kreutzer, MPH, Project Manager, Northwestern University

People-Powered Health: Best Ways to Get Everyday Folk Driving Quality Improvement

People-Powered Health: Best Ways to Get Everyday Folk Driving Quality Improvement

Is quality improvement (QI) really QI if the folks we serve aren’t involved in shaping it? Are you prepared to change how you do QI? At this session, learn five tested principles for involving everyday people in QI efforts, and how to use small group work to apply the principles to improving the health of elders or those with chronic diseases. See the results obtained in large–scale, award-winning examples, and how to replicate them.

After this presentation, you will be able to:

  • Apply the rationale and business case for involving everyday folk in QI
  • Understand the five design principles for systematically involving people in care improvement and how to apply them
  • Describe how to create large-scale health care movements and change using ordinary people

Presenters: John Oldham, OBE, MBA, Adjunct Professor, Imperial College London; Anette Nilsson, Project Leader, The County Council of Jönköping; Anders Vege, RN, Head of Quality Improvement

Bringing “The Conversation” to Primary Care

Bringing “The Conversation” to Primary Care

A pioneer sponsor of “Conversation Ready,” Care New England is focused on effective conversations. Through a Geriatric Workforce Enhancement Program grant, we are working with primary care to identify knowledge gaps. Using a modifiable curriculum including tools from The Conversation Project, we train the team in the principals of geriatrics and palliative care, focusing on advance care planning. In this session, we will share results of a needs assessment, the curriculum we developed, and training outcomes.

After this presentation, you will be able to:

  • Identify the knowledge gaps of primary care teams surrounding the care of patients with complex medical needs
  • Describe a modifiable curriculum that can be used to train health care professionals from numerous disciplines
  • Identify how to assess knowledge and confidence-based outcomes of the training protocol

Presenters: Kate Lally, MD, Chief of Palliative Care, Care New England Health System; Ana Tuya Fulton, MD, Chief of Geriatrics, Care New England Health System

The Art and Science of Co-Producing Exceptional Cancer Care

The Art and Science of Co-Producing Exceptional Cancer Care

Cancer care service failures fall into two categories: breakdowns during a specific phase of care delivery and breakdowns during transitions between phases. This session led by a patient, family caregiver, and researcher identifies avoidable yet common “fail points” and offers suggestions for service improvement and interprofessional practices that improve care. The content is based on original research on service improvement in cancer care and the personal experiences of a cancer patient and family caregiver.

After this presentation, you will be able to:

  • Identify the complex environmental human factors and describe the potential for failures in cancer care that may result in preventable health care–acquired conditions or hospital readmissions, as well as how poor service contributes to patient harm
  • Design and identify ways to implement a patient and family caregiver–centered service model that improves the service experience of cancer patients and their families
  • Describe successful and scale-up strategies available to health plans, organized health systems, and medical practices to improve performance in cancer services

Presenters: Leonard Berry, PhD, University Distinguished Professor, Regents Professor, Texas A&M University, Senior Fellow, IHI; Julie Johnson, MSPH, PhD, Professor, Northwestern University; Paul Barach, BSc, MD, MPH, Professor (clinical), Wayne State University School of Medicine

Kicking It Up a Notch: Engaging Patients and Community Members

Kicking It Up a Notch: Engaging Patients and Community Members

Need to build your skills in engaging patients and community members in improvement? 100 Million Healthier Lives has partnered with patients and community members to drive innovative, transformative work. Wherever you are on the journey, this highly interactive workshop will help you learn and apply our best learning about how, when, and why to engage patients and community members in improvement, and will share practical, effective tools to take home to your improvement team.

After this presentation, you will be able to:

  • Develop an approach to patient and community partnership appropriate to where you are on the journey
  • Recognize the life cycle of patient and community partnership and be ready to apply the supports needed at each stage
  • Prepare your team to identify and engage patients and community members

Presenters: Soma Stout, MD, MS, Executive Lead, 100 Million Healthier Lives, IHI; Ziva Mann, MA, Patient Lead, Cambridge Health Alliance; Shemekka Coleman, Community champion, North Carolina

Quality and Effect of Relationships in Health Care

Quality and Effect of Relationships in Health Care

Southcentral Foundation (SCF) in Alaska recently undertook a research project to measure the effectiveness of its relationship-based care system. A survey of 2,126 patients was conducted at SCF’s primary care clinics in an attempt to determine what factors influence the relationship between a patient and provider, and how those factors influence health outcomes. This session will detail the results of the research, which revealed that patients who reported having a relationship with their provider showed better health outcomes.

After this presentation, you will be able to:

  • Identify the core principles of SCF’s relationship-based care system
  • Identify what factors influence a relationship between a patient and provider, and how that relationship affects health outcomes
  • Develop methods to assess relationships at their own organizations

Presenters: Michelle Tierney, PhD, Vice President of Organizational Development and Innovation; April Kyle, Certified Human Resources Professional, Vice President of Behavioral Services, Southcentral Foundation

Redrawing Boundaries with a Co-Design Culture

Redrawing Boundaries with a Co-Design Culture

What happens when you start inviting patients and families to play in your sandbox of making things better? Explore how this strategy is shifting the dynamics for leaders and teams at Virginia Mason Medical Center, where pursuing a culture of side-by-side co-design is becoming the norm. Presenters will cover the organization’s strategy, provide case examples, and lead participants through planning of practical approaches.

After this presentation, you will be able to:

  • Learn the journey of an organization going through a cultural transformation from being provider-driven to patient-driven
  • Identify methods that help you shift from “designing for” to “designing with” patients and families
  • Understand ways this work can influence the typical rules and dynamics of leadership

Presenters: Amy Tufano, MBA, Patient Experience Administrative Director, Virginia Mason Medical Center

Patient Experience 2.0: Nothing About Me Without Me

Patient Experience 2.0: Nothing About Me Without Me

A dynamic presentation demonstrates how to move from project-based safety to systems of safety. It looks at how patient care and safety cannot be an isolated project but needs to look at the whole health care system. Working on projects in silos does not support systematic, strategic improvement for the patient and family. This session addresses what matters to patients and families in all interactions, so that they experience a system that actualizes “Nothing about me without me.”

After this presentation, you will be able to:

  • Co-produce a safe system with patients and families
  • Address what matters to patients and families in every interaction
  • Support systematic, strategic improvement of the patient and family experience of health care

Presenters: Rosie Bartel, MA in Educational Leadership, Patient Advisor; Maureen Bisognano, President Emeritus and Senior Fellow, IHI; David Bartel, Patient Caregiver

Leading Conversations That Drive High-Value Care

Leading Conversations That Drive High-Value Care

In this interactive “flipped classroom” session, participants will arrive ready to discuss effective techniques for leading professional conversations that drive high-value care with patients, inter-professional team members, and supervisors and consultants. Participants will complete three brief web-based, Continuing Medical Education–approved modules that center around real clinical vignettes and provide strategies and insights for communication best practices. Presenters will facilitate group discussions and coach participants on how to lead value conversations at their home institutions.

After this presentation, you will be able to:

  • Identify the challenges to addressing overuse and costs at the point of care
  • Develop an approach to discussing high-value care, including overuse and costs, with patients
  • Discuss strategies for effectively starting conversations about high-value care with patients, interprofessional team members, and supervisors and consultants

Presenters: September Wallingford, RN, MSN, Operations Director, Costs of Care; Neel Shah, MD, Executive Director, Costs of Care; Chris Moriates, MD, Implementation Director, Dell Medical School, University of Texas at Austin; Vineet Arora, MD, Education Director, University of Chicago Medical Center; Reshma Gupta, MD, Outreach and Evaluation Director, Costs of Care; Jordan Harmon, , Director, Hospital For Special Surgery