Day 1

08:00 AM - 09:00 AM Registration & Networking Breakfast

09:00 AM - 09:05 AM Opening Ceremonies Welcome:


Brenda E. Tan

Independent Specialist, Patient Relations
Ontario Patient Relations Associations (OPRA)
Learning Objectives:
  • PENDING

Joshua Tepper

President and Chief Executive Officer
Health Quality Ontario (HQO)

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

Sholom Glouberman, 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

Sholom Glouberman

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

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

11:00 AM - 11:40 AM 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.

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

Winnie Doyle

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

Michelle Joyner

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

12:20 PM - 1:20 PM 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

Michael Levitt

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

2:00 PM - 2:40 PM Resolution Through Collaboration: Enhancing the Journey of Recovery for People Touched by Mental Illness

Carol Robertson Baker, 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

Carol Robertson Baker

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

2:40 PM - 3:10 PM Networking Break-Tea & Refreshments

3:10 PM - 3:50 PM 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

Lisa Hawthornthwaite

Sr. Patient Experience Specialist
London Health Sciences Centre

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

Brenda E. Tan

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

Courtney Roberts-Lawes

Marketing and Communications Coordinator
The Dream Team

Edward Park

Manager, Client Relations and Risk Management
Vancouver Coastal Health

Janet Brewster

Territorial Manager - Patient Relations
Government of Nunavut

Brenda E. Tan

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

5:25 PM - 7:00 PM Networking Reception & Cocktail Hour


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