During the first day of the seminar, we will present:

• IHI’s vision for person-and family-centered care
• How a great patient experience can impact quality, safety, staff engagement, and financial results
• Ways to make sense of and improve your HCAHPS or CG-CAHPS and other patient-driven metrics
• Different strategies for working in partnership with your patients and family members
• Best practices from a variety of organizations
  

During the second day, we will present:

• How to integrate current practices and new concepts to positively change the patient experience
• How to use high impact actions and behaviors — from leadership to the frontline — that can move culture change from concept to reality
• Case studies of exemplars in a variety of settings
• Concrete plans for action for participants to implement