Atlas is supporting the U.S. Department of Veterans Affairs this week as it hosts more than 400 health care leaders at the Veterans Patient Experience Symposium. This event, which runs February 5-7 from 9:00 a.m. to 5:30 p.m., is focused on improving customer service. VA's Veterans Experience Office has created multiple tools and resources to help employees provide consistent and exceptional care.
The event is being streamed live and is available for public viewing: https://www.media.events/index.php?view=article&id=16
The schedule of speakers and topics includes the following:
Tuesday February 5: Thinking Differently
11:25 a.m. – 11:55 a.m VA & Customer Experience: Presidential Management Agenda Cross-Agency Priority Goal of Improving Customer Experience and VA National Strategy to improve Customer Experience. Ms. Barbara Morton- Deputy Chief Veteran Experience Officer, Veterans Experience Office
12:55 p.m. – 1:25 p.m. VHA & Patient Experience: Overview of the VHA Patient Experience Journey and Introduction of the VA Patient Experience Road Map to Excellence Ms. Jennifer Purdy– Acting Executive Director, VA Patient Experience, Veterans Experience Office Ms. Renee Oshinski– Acting Deputy Under Secretary for Management and Operations, VHA
1:25 p.m. – 1:50 p.m. Whole Health & Patient Experience: How Setting the Foundation of Excellent Patient Experience allows for the Delivery of Whole Health Care and How they connect. Dr. Tracy Gaudet- Executive Director, National Office of Patient Centered Care and Cultural Transformation, VHA
1:50 p.m. – 2:15 p.m. Employee Experience & Patient Experience: How the Engaged Employee Improves Patient Experience Dr. Dee Ramsel- Executive Director, National Center for Organizational Development, VHA
2:15 p.m. – 2:35 p.m. Introducing the Story of Patient Experience and the First Stops on the Patient Experience Road Map to Excellence – Mr. Michael Renfrow- Chief, Implementation and Consultation, VA Patient Experience
Wednesday February 6: Understanding Patient Experience
10:15 a.m. – 10:45 a.m. Patient Experience Talks
- Red Coat Ambassadors Mr. Tim Liezert- Orlando VA Medical Center Director
- On Stage Coaching – Dr. Steve Holt- Dallas VA Medical Center Director
- Servant Leadership Mr. Paul Crews- Durham VA Medical Center Director
11:00 a.m. – 12:00 p.m. Patient Experience Talks
- Own the Moment (Leader) Mr. Michael Kiefer- Amarillo VA Medical Center Director
- Own the Moment (Caregiver) Dr. Lynda Davis- Chief Veteran Experience Officer, Veterans Experience Office
- Patient Experience: Strategic View from VISN Dr. Sharon Bostic- Patient Experience Officer, VISN 6 & Ms. Brianna Camera- Patient Experience Officer, VISN 1
- Patient Experience: Strategic View from VAMC Ms. Martina Malek- Associate Director -Chief Experience Officer, Minneapolis VAMC
1:00 p.m. – 1:30 p.m. Service Recovery: What is service recovery, what is the role of the Patient Advocate, and how they connect with Patient Experience Ms. Ann E. Doran- Executive Director, VHA Office of Patient Advocacy
1:30 p.m. – 2:00 p.m. Multi-Channel Technology & Patient Experience: Technological Innovations to improve Patient Experience and to assist Patient Advocates: PATS Replacement and Digital Comment Card Ms. Denise Kitts- Executive Director, Multi-Channel Technology, Veterans Experience Office
2:00 p.m. – 2:20 p.m. Patient Experience: Impact and Outcomes: Where are you today? Mr. Michael Renfrow- Chief, Implementation and Consultation, VA Patient Experience
Thursday February 7: Development and Sustaining
9:00 a.m. – 9:10 a.m. Welcoming Remarks and Introduction of Deputy Secretary Dr. Lynda Davis- Chief Veteran Experience Officer, Veterans Experience Office
9:10 a.m. – 9:30 a.m. Deputy Secretary of Veterans Affairs The Honorable Mr. James Bryne- Acting Deputy Secretary of Department of Veterans Affairs
9:30 a.m. – 10:00 a.m. VHA NLC Employee Engagement Strategy Ms. DeAnne Seekins– VISN 6 Network Director, VHA
10:00 a.m. – 10:30 a.m. Patient Experience – Improving Patient Experience Mr. Michael Renfrow- Chief, Implementation and Consultation, VA Patient Experience
2:25 p.m. – 3:25 p.m. Own the Moment (OTM): Veterans Customer Experience workshop reinforces the idea that employees should “own the moment” when faced with decisions that affect Veterans. OTM builds on the delivery of providing positive customer service (utilizing ease and effectiveness) by encouraging the creation of positive customer experiences (through the addition of emotion). Ms. Toni Hightower– Patient Experience Coach, VA Patient Experience
3:25 p.m. – 3:55 p.m. Patient Experience Award Ceremony Secretary Robert Wilkie; Dr. Richard Stone; Dr. Lynda Davis; Ms. Renee Oshinski; Ms. Jennifer Purdy 7 Patient Experience Awards and DC VA Volunteer Recognition
3:55 p.m. – 4:00 p.m. Introduction of Secretary of the VA Mr. Hershel Woody Williams, USMC (Ret) Introduced by Mr. J. Brian Nimmo, Hershel Woody Williams Huntington VA Medical Center Director
4:00 p.m. – 4:15 p.m. Secretary Remarks and Discussion The Honorable Mr. Robert Wilkie- Secretary of Department of Veterans Affairs
4:15 p.m. – 4:30 p.m. Closing Song – Have You Thanked A Veteran? Mr. Stephen Berry– Author and Performer, and VA Employee: Medical Technician, Dallas VAMC Ms. Jennifer Purdy– Acting Executive Director, VA Patient Experience, Veterans Experience Office
Conclusion and Send off Dr. Ryan Vega- VA Diffusion of Excellence Lead, VA Center for Innovation, Office of Discovery and Advancement