20-21 August 2018 | Pullman Melbourne Albert Park

Erwin Loh


Chief Medical Officer & Executive Director - Innovation, Patient Safety & Experience
Monash Health


10:30 AM PANEL DISCUSSION: Improving Patient and Family Experiences through Modification of Culture and Processes

An improved patient experience is associated with better health outcomes and a more positive workplace. Reducing the frustrations of the complex and bewildering healthcare system will improve the patient experience. This panel will explore the issues around patient experience and leadership’s role in attuning the organisation’s culture and values. It will also consider the role technology can play in empowering our patients:

  • The role of leaders and consumers in culture change to foster the right attitudes
  • How to effectively utilise patient feedback as a significant aspect of your change strategy
  • Making your healthcare organisation ‘customer focussed’
  • Co-design of clinical information systems to empower patients and clinicans

Facilitators:

2:10 PM CASE STUDY: Observing How Monash Health’s Patient Experience Strategy is Impacting Leadership, Governance and Change Management

Monash Health initiated a continuous patient experience strategy that starts with improving staff experiences to thereby improve patient experiences and patient outcomes thereafter. Use of technology and data are key enablers that augment the patient experience as part of their broader leadership and governance hospital transformation. In this session, Erwin will discuss:

  • The role of technology and data in enabling their patient experience program, in particular providing the opportunity to assess information for trends in behaviour and preferences
  • Changes initiated in response to feedback from patient experience surveys such as changing models of care, ongoing training in customer service and restructuring their complaints management unit
  • Challenges in culture and how they went about managing this organisational shift, such as raising accountability for each ward by establishing a governance system at the ward level

2:10 PM CASE STUDY: Observing How Monash Health’s Patient Experience Strategy is Impacting Leadership, Governance and Change Management

Monash Health initiated a continuous patient experience strategy that starts with improving staff experiences to thereby improve patient experiences and patient outcomes thereafter. Use of technology and data are key enablers that augment the patient experience as part of their broader leadership and governance hospital transformation. In this session, Erwin will discuss:

  • The role of technology and data in enabling their patient experience program, in particular providing the opportunity to assess information for trends in behaviour and preferences
  • Changes initiated in response to feedback from patient experience surveys such as changing models of care, ongoing training in customer service and restructuring their complaints management unit
  • Challenges in culture and how they went about managing this organisational shift, such as raising accountability for each ward by establishing a governance system at the ward level


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

Download The Latest Agenda