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Health Quality Call - Innovation Exchange: Improving the Patient Experience
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When: Wednesday, November 28, 2012
1-2pm eastern

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Health Quality Call
Wednesday, November 28, 2012 - 1-2pm ET - Special Date *4th Wednesday*
Topic: Innovation Exchange: Improving the Patient Experience
Guests: Cameron Norman, Colleen Sweeney, Nancy Iversen, Keith McCandless

MP3 File


Where do good ideas come from? Sometimes the answers surprise us. Nancy M. Schlichting, CEO of Henry Ford Hospital in Detroit, believes that her role as CEO is to create an incredible environment by focusing on people, saying "yes" to disruptive ideas, and working together across silos.

Inspired by her success, we explored our own networks for examples of creative solutions that improved the patient's hospital experience. For this call, individuals from healthcare and other disciplines will share good ideas they have implemented in hospitals. And we've asked our guests to leave time for you to join in the conversation with questions and ideas from your own experience.


Cameron Norman spends his time thinking about the big picture and working on strategies to enhance the way we live, work and play through research and design. His work combines systems thinking, design and behavioral science with the tools of critical education, communications and evaluation. Dr Norman seeks to inspire people to think in systems, harness their creativity, and design social innovations for public wellbeing.

Cameron is the Principal of CENSE Research + Design, a social innovation consultancy studio focused on strengthening clients’ skills in designing innovations and understanding their impact on the world. Dr Norman is also a faculty member with the Dalla Lana School of Public Health at the University of Toronto, where he has taught graduate courses in health behavior change, systems science, and program evaluation.

Cameron holds undergraduate and graduate degrees in psychology and a doctorate in public health. In addition to post-doctoral training in systems thinking and knowledge translation, Dr. Norman is currently completing a Masters of Design degree in Strategic Foresight and Innovation. You can read his blog at:
Cameron D. Norman PhD
Principal, CENSE Research + Design
757-155 Dalhousie Street
Toronto, ON M5B 2P7

Colleen E. Sweeney, RN, BS is the founder of Sweeney Healthcare Enterprises, "recognizing patient fears . . . exercising empathy.” Colleen conceived and conducted the Patient Empathy ProjectSM. During this three-year research study, she discovered that 96% of all patients have serious fears about healthcare, and coined the term ClinicaphobiaSM. She developed the Patient Experience PyramidSM as a tool for healthcare teams to uncover and respond to patient fears. She’s identified the Top 11 Patient Fears and collected astonishing artwork from the Patient Empathy Postcard ProjectSM.

Colleen’s most recent position was as Director of Ambassador and Customer Services at Memorial Hospital in South Bend, IN. During her tenure, Memorial consistently ranked in the top deciles of performance in both Press Ganey and HCAHPS measures of the patient experience. She also served as the Director of Innovation at Memorial’s School of Innovation, which realized a 3:1 return on investment by utilizing the collective genius of its employees.

A member of the National Speakers Association and a certified facilitator with the Tom Peters Company, she holds a master’s certificate in project management and attributes much of her success to an earlier career in improvisational comedy.

Postcard Study:



Nancy Iversen, RN, CIC is the Director of Patient Safety and Infection Control at Billings Clinic, in Billings, Montana and has practiced nursing for 28 years. Her professional experience has been in the areas of critical care nursing, infection control and patient safety. Special interests include hospital-based infection prevention and control, surgical infection prevention, reducing catheter-associated infections, MRSA, Positive Deviance approach to change, and improving teamwork and patient safety climates.

She has been Board Certified in Infection Control since 1998 and is a graduate of the Institute for Healthcare Improvement’s Patient Safety Officer Executive Development Program. She was the lead investigator for Billings Clinic who participated in a Robert Wood Johnson Foundation/Plexus Institute-sponsored national collaborative working to eliminate MRSA transmission. She has presented at the Association of Professionals in Infection Control and Epidemiology's (APIC) annual conference, the American Nurses Credentialing Center (ANCC) National Magnet Conference, the Institute for Healthcare Improvement's National Forum, and Canada’s Forum on Patient Safety and Quality Improvement.


Innovation - Cardiac Rehab (pptx)


Keith McCandless, MS is a founding partner of the Social Invention Group since 2000. He helps people in organizations innovate and manage complexity by working with groups to unleash creativity, discover opportunities and build on momentum. His eclectic skills are grounded inbusiness management, organization development, complexity science, strategy development, and graphic facilitation—all with an improvisational twist.

From 1992-2000,Keith led executive learning initiatives for the Health Forum in San Francisco, where he was responsible for working with field-based learning collaboratives focused on market strategy, systems thinking, quality management, creativity, rapid prototyping, and transformational leadership. He managed education and research efforts. Prior to the Health Forum, Keith founded and served as the executive director of the Foundation for Health Care Quality in Seattle. The foundation brought together business &health leaders in a unique partnership to improve quality and value in healthcare. Over the last ten years, Keith and Henri Lipmanowicz have worked as partners to develop Liberating Structures.

Born in Cincinnati Ohio, he holds a Masters in Management of Human Services from Brandeis University in Boston and a BA from Evergreen State College in Olympia, Washington. Keith lives in Seattle with his wife Annie and Deacon the long-tailed-whippet.

Simple Ethnography (pptx)




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