| Thursday 26th January 2012 |
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| 9:30 |
Delegate Registration |
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| 10.20 |
Welcome by Informa |
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Will Morris, CEO, Informa Exhibitions, Dubai, UAE |
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| 10.25 |
Overview of the Day by Chairman |
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Dr James Merlino, Chief Experience Officer, Cleveland Clinic, USA, President, Patient Experience Association, USA |
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Keynote Opening Address
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| 10:30 |
The Patient Experience |
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HRH Princess Haya Bint Al Hussein, Chairperson of Dubai Healthcare City Authority, Dubai, UAE |
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| 11:00 |
Technology Integration for Patient Centred Care |
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Thomas Miller, CEO Customer Solutions, Siemens AG Healthcare Sector, Germany |
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| 11:30 |
Coffee for Delegates and Speakers |
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12:00 |
Plenary Session 1: Commercial Viability in Healthcare Delivery: The Economics of Patient Experience
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- The business side of Patient Experience
- Why it makes economic sense in healthcare delivery
- Measuring Patient Experience
Stuart Leatherby, MD, MEA, Aetna International, USA
Dr Marc Harrison, CEO, Cleveland Clinic, Abu Dhabi, UAE
Dr Kurt D Newman, CEO, Children’s National Medical Centre, USA
Moderated by: Dr James Merlino, Chief Experience Officer, Cleveland Clinic, USA, President, Patient Experience Association, USA
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| 13:00 |
Lunch |
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14:30 |
Plenary Session 2: Creating a Culture for Patient Experience
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- Identifying, nurturing and retaining talent
- Employee engagement: Cascading a culture which drives Patient Experience
- Monetising ‘emotional ROI’
Philip Davies, President EMEA, siegel+gale, USA
Cathy Easter, President and Chief Executive Officer, Methodist International, USA
Dr. Peter Morley, International Medical Director, Bumrungrad, Thailand
Moderated by: Dr Marc Harrison, CEO, Cleveland Clinic, Abu Dhabi, UAE
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15:30 |
Plenary Session 3: What Does Success Look Like?
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- Identifying and implementing performance metrics
- Cross cultural similarities and local specificity
- Creating a regional benchmarkable model
Danny Sebright, President ,Cohen Group, USA and President, US-UAE Business Council, UAE
Dr Jamil Hussain, VP, Press Ganey, UK
Dr Mussaad Al-Razouki, CEO, Kleos Healthcare Corporation and Advisor to the Government of Kuwait
Moderated by: Dr William Ruschhaupt, Chair, Global Patient Services, Cleveland Clinic, USA
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| 16:30 |
Chairman’s reflection of the day and Close of Conference |
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