March 30 - April 01, 2016
Thompson Toronto, Toronto, ON

Day 1

08:00 - 09:00 Registration & Networking Breakfast

09:00 - 09:05 Opening Ceremonies Welcome:

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Brenda E. Tan FSHCA

Independent Specialist, Patient Relations
Ontario Patient Relations Associations (OPRA)

Learning Objectives:
  • PENDING
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Joshua Tepper MD, MPH, MBA

President and Chief Executive Officer
Health Quality Ontario (HQO)

09:50 - 10:30 Key Note Address: Making Small Changes With Patients That Can Change Everything

Sholom Glouberman PhD - Philosopher in Residence, Baycrest Centre for Geriatric Care, Founder, Patients Canada
Learning Objectives:
  • Learn about What Needs Changing from the Patients Point of View
  • How to Make Small Changes Count
  • How to Create Patient Led Change in Complex Systems
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Sholom Glouberman PhD

Philosopher in Residence, Baycrest Centre for Geriatric Care
Founder, Patients Canada

10:30 - 11:00 Networking Break-Tea & Refreshments

11:00 - 11:40 Managing Challenging interactions with Patients, Families and Healthcare Providers. Responding with Confidence and Compassion.

Mary Gavel - Director of Patient Advocacy and Navigator, iCare Home Health, Member, Ontario, Health Professions Regulatory Advisory Council (HPRAC)
Learning Objectives:
  • Gain insight into causes that manifest challenging interactions.
  • Learn how to support patients, families and healthcare providers to accomplish win-win resolutions.
  • Learn strategies to proactively manage challenging interactions.
  • Learn strategies for supporting patients and families to address concerns with their healthcare providers.
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Mary Gavel

Director of Patient Advocacy and Navigator, iCare Home Health
Member, Ontario, Health Professions Regulatory Advisory Council (HPRAC)

Learning Objectives:
  • Learn effective ways to begin the journey of enhancing your culture of collaboration
  • Learn about effective ways of engaging with Patients and Families
  • Learn about specific experiences at a large multi-site teaching hospital
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Winnie Doyle BSN, MSN

Vice President and Chief Nursing Executive
St Joseph’s Healthcare Hamilton

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Michelle Joyner MBA

Director, Strategic Planning and Quality
St. Joseph's Healthcare Hamilton

12:20 - 13:20 Networking Lunch

Learning Objectives:
  • How the needs of patients are putting a strain on providers
  • How self care is crucial for providing care to others
  • Strengthening your team will lead to better patient outcomes
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Michael Levitt

Executive Director, Humber River Family Health Team
Board director, Mississauga-Halton CCAC

14:00 - 14:40 Resolution Through Collaboration: Enhancing the Journey of Recovery for People Touched by Mental Illness

Carol Robertson Baker BA, MEd - Mental Health Patient Advocate, Office of the Alberta Health Advocates: Mental Health
Learning Objectives:Build knowledge and skills in resolving concerns with those living with a mental illness through increased understanding of collaboration at different levels including:
  • Case by case
  • Provincially within hospitals with identified systemic issues
  • Cross-ministry with identified systemic issues
  • Cross-ministry, non-government offices and community advocates at a system wide level
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Carol Robertson Baker BA, MEd

Mental Health Patient Advocate
Office of the Alberta Health Advocates: Mental Health

14:40 - 15:10 Networking Break-Tea & Refreshments

15:10 - 15:50 Fostering a culture of patient and family-centred compassionate care: The development of a hospital wide curriculum of patient experience

Lisa Hawthornthwaite - Sr. Patient Experience Specialist, London Health Sciences Centre
Lauren Lee - Patient Advisor, London Health Sciences Centre
Learning Objectives:
  • Understand how our hospital facilitates components to establish an effective cadre of patient storytellers for quality, patient safety and patient experience in-hospital curriculum
  • Identify the elements of a two-part storytelling workshop for patient and family advisers who are interested in sharing their stories
  • Self-reflect on impact of patient video that is shared
  • Understand the findings of the impact of patient storytelling curriculum on the audience and patient storytellers
  • Discuss challenges and learning of presenting patients stories in hospital wide curriculum
  • Share overall impression of the success and impact on cultural transformation and more authentic patient and family-centered care
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Lisa Hawthornthwaite

Sr. Patient Experience Specialist
London Health Sciences Centre

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Lauren Lee

Patient Advisor
London Health Sciences Centre

Learning Objectives:
  • Discover ways to overcome bias and stigma
  • Learn about initiatives that break through the communication barriers
  • Identify core values that determine commitment to quality health care and services
  • How an organization works together with facility Licensing Officers in complaint resolution
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Brenda E. Tan FSHCA

Independent Specialist, Patient Relations
Ontario Patient Relations Associations (OPRA)

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Courtney Roberts-Lawes

Marketing and Communications Coordinator
The Dream Team

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Edward Park BSW, MHA

Manager, Client Relations and Risk Management
Vancouver Coastal Health

Janet Brewster

Territorial Manager - Patient Relations
Government of Nunavut

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Brenda E. Tan FSHCA

Independent Specialist, Patient Relations
Ontario Patient Relations Associations (OPRA)

17:25 - 19:00 Networking Reception & Cocktail Hour