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

Brenda E. Tan FSHCA


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


15:50 PANEL DISCUSSION: Complaints Management for Marginalized Groups

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

09:50 PANEL: 3 C’s of Healthcare – Caring, Collaboration, Communication

Learning Objectives:
  • Discover ways to increase effective physician and physician leader engagement in the patient relations process
  • How to mentor Emergency staff on how to take the time to listen and address patient and family concerns as they occur in a busy ER
  • How to start a Citizen’s Advisory Group


Check out the incredible speaker line-up to see who will be joining Brenda E..

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