The engagement of patients and families in the design and coordination of health care services at the levels of policy, organization and direct delivery has become a centerpiece of current healthcare improvement efforts. Legislation supporting, and in some instances mandating, explicit and meaningful involvement is accelerating nationally, regionally and locally through efforts tied to the Affordable Care Act, including the CMS Partnership for Patients, Patient Centered Medical Home (PCMH), Value-Based Purchasing and the Patient Centered Outcomes Research Institute (PCORI). Dr. Susan Frampton, patient rights advocate, patient-centered policy expert, and president of Planetree – the oldest patient and family engagement non-profit in the US, sits at the center of this movement. Dr. Frampton, a medical anthropologist, currently co-chairs the National Quality Forum’s National Quality Partnership and their Advanced Illness Care Action Team, and chairs the National Academy of Medicine’s Scientific Advisory Panel on the Evidence-Base for Patient-Engaged Care. She understands what it takes to translate both research and policy into change strategies that deliver the practical outcomes our healthcare system is committed to accomplishing in the quest to reach the Triple Aim.

Long before patient-centered care became a centerpiece of healthcare reform efforts or a media buzz word, Dr. Susan Frampton and the non-profit advocacy organization Planetree have been defining not only what it means to be patient centered, but practical and successful strategies to make it a reality. Decades of listening to patients and their families, and partnering with organizations to design and implement patient-centered approaches to care, have resulted in an incomparable evidence-based for innovation in care delivery. Dr. Frampton is the authority on what it takes to transform healthcare systems to put patients first. In this presentation, Susan will share personal perspectives and stories that bring to life the five simple but profoundly important lessons that any organization working to deliver patient-centered care, can use to accelerate efforts and improve outcomes. We are all human, we all have to work as a team in order to take care of people and at the end of the day, we have all been - or will be -patients.

Patient-centered healthcare is accountable care. It is accountable for quality, value, and patient satisfaction. Knowing how to build and operate a sustainable culture of patient-centered healthcare means looking beyond traditional views of what the patient wants and what your hospital can deliver. In this presentation, speaker Susan Frampton will share successful strategies for developing a patient-centered leadership culture that creates the foundation for accountable care. She will teach you how to educate physicians, nurses, and other caregivers in developing a new dynamic with patients, improving transitions of care, and reducing readmissions.

As patient-centered care gains traction as the optimal way to deliver healthcare, patients and professional caregivers are becoming more aware of the importance of better addressing human needs. For too long, patients experienced a system of patriarchal care that made them passive. To reverse this, we must create organizational cultures that value compassion at all levels, from the bedside to the boardroom. Speaker Susan Frampton invites audiences to reflect on the role of compassion, empathy, kindness, and respect in healthcare and shares viable strategies for embedding compassionate action into your organization.

Success in providing patient-centered care is rooted in organizational culture. It’s about building a culture of ownership by reconnecting employees with the reason healthcare was their calling and their passion in the first place and creating the opportunity for them to do the kind of work they were initially drawn to. Through a combination of data and storytelling about renowned healthcare employers, speaker Susan Frampton will examine the link between the patient experience and the employee experience and will provide concrete strategies for organizations to cultivate supportive work environments where caregivers—and their patients—can thrive.