CME Program Detail

Title: The 1st Annual Physician Communication Symposium: Optimizing the Patient Experience
Date: Tue, Nov 14th, 2017
Time: 7:15 am - 12:15 pm
Location: Lang Auditorium

Statement of Need:
Patients and their loved ones expect more than excellent medical care from their providers. They desire to be equal partners in an open dialogue about their plan of care. They expect to understand why and when elements of that plan will occur, to be treated with respect, to be spoken to in a language that they can understand, and to be actively listened to. Above all, care must be compassionate. In many cases we, the providers, do not meet the expectations of our patients and families.

Target Audience:
Physicians, nurses, nurse practitioners, physician assistants, administrators, directors, managers and all clinical and non-clinical staff.


Susana Perez
Patient Family Representative, NewYork-Presbyterian Queens

Joseph J. Abularrage, MD, MPH, M.Phil, FAAP
Course Director, Physician Leader, Physician/Patient Experience Workgroup
Chairman, Department of Pediatrics, NewYork-Presbyterian Queens

Patrick Swift, PhD, MBA, CSSBB, FACHE
Senior Director and Patient Experience Officer, NewYork-Presbyterian Queens

James Merlino, MD, FACS, FASCRS
President and Chief Medical Officer for Strategic Consulting, Press Ganey Associates

Stephen C. Beeson, MD
Founder & CEO of PracticingExcellence

Amir Jaffer, MD, MBA
Chief Medical Officer, NewYork-Presbyterian Queens

Rick Evans
Senior Vice President & Chief Experience Officer, NewYork-Presbyterian Hospital

Jim Kinsey
Director of Planetree Member Experience
Disclosures: None


Joseph J. Abularrage, M.D., MPH, M.Phil, FAAP


• Identify the importance of the patient’s perspective.
• Recognize that quality medical care requires a positive patient experience.
• Recognize the direct connection between evaluation of patient experience and physician compensation.
• Identify opportunities and implement a plan to improve patient experience in her or his practice.


7:15 a.m.- 8:00 a.m.
Registration and Continental Breakfast

8:00 a.m.- 8:10 a.m.
Welcoming Remarks
Jaclyn A. Mucaria, MPA
President, NewYork-Presbyterian Queens
Amir Jaffer, MD
Chief Medical Officer, NewYork-Presbyterian Queens

8:10 a.m.- 8:20 a.m.
The Importance of the Patient’s Perspective
Susana Perez

8:20 a.m.- 8:40 a.m.
Organizational Context
Joseph J. Abularrage, MD, MPH, M.Phil, FAAP

8:40 a.m.- 9:00 a.m.
Initial Impression of the Patient Experience at NYP Queens
Patrick Swift, PhD, MBA, CSSBB, FACHE

9:00 a.m.-10:00 a.m.
Patient Experience: Who Cares?
James Merlino, MD, FACS, FASCRS

10:00 a.m.-10:15 a.m.

10:15 a.m.-11:15 a.m.
What Works? What Doesn’t?
Stephen C. Beeson, MD

11:15 a.m.-12:15 p.m.
Panel Discussion
Moderator: Amir Jaffer, MD, MBA
Panelists: Rick Evans and Jim Kinsey

12:15 p.m.

New York Hospital Queens is accredited by the Medical Society of the State of New York (MSSNY) to provide continuing medical education for physicians.

New York Hospital Queens designates this Live Activity for a maximum of 3.75 AMA PRA Category 1 Credit(s)™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.

Disclosure Statement
The Medical Society of The State of New York relies upon planners and faculty participants in its CME activities to provide educational information that is objective and free of bias. In this spirit and in accordance with the guidelines of MSSNY and the ACCME, all speakers and planners for CME activities must disclose any relevant financial relationships with commercial interests whose products, devices or services may be discussed in the content of a CME activity, that might be perceived as a real or apparent conflict of interest. Any discussion of investigational or unlabeled uses of a product will be identified.

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