Presentation Schedule

Breakout Session 1 - 2:30pm - 4:00pm

Oral Presentations:


Breakout Session 2 - 4:15pm - 5:45pm

Oral Presentations:



JOINT Poster Session - 5:45pm - 7:15pm


Breakout Session 3 - 10:15am - 11:45am

Oral Presentations:


Breakout Session 4 - 1:30pm - 3:00pm

Oral Presentations:


Breakout Session 5 - 3:15pm - 4:45pm

Oral Presentations:




Why do patients request diagnostic tests? What emotions arise for clinicians when patients ask for tests? Why do clinicians find these requests more challenging than those for opioid pain medications? This webinar will provide participants with tools that enable them to have these difficult conversations in short periods of time, which will result in meeting the patient's agenda while also protecting patient safety.

  Motivational Interviewing and Facilitating Patient Behavior Change in the (time-constrained) Clinical Setting - Krista Hirschmann, MA, PhD

After this webinar participants will be able to: 1. Describe the general spirit and technique of Motivational Interviewing; 2. Explain four specific MI techniques; and 3. List two common challenges to implementing MI d)Apply an abbreviated approach for a time-constrained encounters.

  TTT Programs: Developing Internal Facilitators of Relationship-Centered Communication - Calvin Chou, MD, PhD, FAACH, Professor of Clinical Medicine, University of California, San Francisco & Laura Cooley, PhD, Senior Director of Education and Outreach, Academy of Communication in Healthcare

Through this webinar you will learn how ACH has helped institutions across the country establish internal expertise through delivering train-the-trainer programs. Growing programs with local champions as skills trainers equips institutions with renewable means to support internal development and longevity for culture change. The phases of the program include preparing for implementation of the program, having program participants undergo a fundamental communication skills workshop and then understanding the theoretical and practical rationales underlying the workshop, setting up practice sessions for participants to achieve mastery, and ensuring long-term viability of a communication skills improvement initiative. Train-the-trainer programs are a viable way to create enduring communities of local experts who can implement and support institutions' commitments to excellence in the communication skills of their providers.

  What is ‘Shared Presence’ and Why Should I Care?- Richard Frankel, PhD, Professor of Medicine, Indiana University School of Medicine

A great deal of interest and practical wisdom has come from research and education on communication in encounters with patients. This webinar will focus on one specific aspect of relationships, the concept of "shared presence". The overall goal is to describe the role of shared presence in four domains of practice: 1) interpersonal skills; 2) relational contexts; 3) actions in encounters and 4) co-production of healing outcomes. Each of the domains will be unpacked along with evidence about the impact shared presence has on processes and outcomes of care with special attention paid to time and resilience.

  Stereotype Threat and Identity Threat: The Science of a Diverse Community - Claude Steele, PhD, Executive Vice Chancellor and Provost, University of California, Berkeley

Drawing on stereotype threat and social identity threat research, this talk will address the why, what and how of diverse learning communities: why they are important, a working hypothesis about what is critical to their success and what research reveals about how to achieve that success. The talk's practical aim is to identify features of diverse learning communities-schools, universities and academic disciplines-that while good for all students, are especially helpful for minority students generally, and for women in STEM fields. The talk will also explore the psychological significance of community and its role in learning.

  The ART of Responding to Difficult Questions when Caring for Patients with Serious Illness- Lynn O'Neill, MD, Associate Professor, Emory University School of Medicine

Am I dying? How long do I have? These are just two frequent questions posed by patients (or by family members) as they live with a terminal illness. This webinar will describe a method for using ART (Ask-Respond-Tell) to respond to these and other difficult questions. Objectives: Highlight challenging questions that providers are asked by patients at end of life and describe ART (Ask-Respond-Tell), a communication skill used in other situations and its application as a method of responding to difficult questions.

  Shared Decision Making Made Easier: Tools for the Trade - Glyn Elwyn, BA, MD, MSc, PhD, Professor, The Dartmouth Institute for Health Policy & Clinical Practice

In this webinar, Glyn Elwyn, professor at the Dartmouth Institute for Healthcare Policy and Clinical Practice, will provide practical tools to help share decisions in clinical visits. Dr. Elwyn will offer suggestions on how to teach others, including evaluation strategies to explore whether patients have experienced shared decision making. The presentation will focus on the "three talk" model - using team, option and decision talk steps, while providing examples to assist clinicians as they utilize the method with patients. The presentation will also introduce shared decision making tools, such as the Option GridsTM decision aids, to illustrate the integration of evidence-based information into conversations with families.

  Reflective Writing as Scholarship: Using Autoethnography as Self-Reflective Practice to Improve Patient-Centered Communication - Nicole Defenbaugh, PhD, Director of Education & Program Evaluation, Lehigh Valley Health Network

This webinar examines how autoethnography can be a valuable and reflective methodology for clinicians. As a methodology, autoethnography invites researchers to engage in meaningful reflective practice of self and other (culture) through narrative writing ('graphy'). Autoethnography situates the personal story ('auto') at the heart of research, enabling clinicians to explore their personal and professional roles within the culture of medicine ('ethno'), leading to improved communication in the areas of relationship-centered care, patient empathy and self care. More than poetry or short essay, autoethnography follows a systematic research design that can be published and fulfill the "scholarly activity" requirement for residency or medical school.

  Partnership between the social and clinical sciences: Preparing for collaboration across the disciplines- Robert C. Smith, MD, Professor of Medicine and Psychiatry, Michigan State University & Christopher J. Koenig, PhD, Assistant Professor, University of California, San Francisco

In the past 10 years, health services and clinical research has increasingly recognized the importance of incorporating social science to promote patient-centered care and to improve population health. For example, traditional health services research may use administrative or clinical data to identify opportunities for improving care, social scientists may directly observe clinical processes to map out what actually happens before making recommendations for improvement. However, health services, clinical, and social science research often have distinct objectives, methods, and assumptions. This webinar is a conversation with a physician and a social scientist who have successfully navigated trans-disciplinary grant-funded research. The overall goal of the conversation is to identify the pitfalls and opportunities for collaboration to plan for and implement working relationships among health services researchers, clinicians, social scientists.

  Understanding Communication Preferences and Needs By Caregiver Communication Type - Joy Goldsmith, PhD, Associate Professor, The University of Memphis

Family communication patterns, comprised of family talk and family obligation, are used to describe differences and variation in caregiver communication. In this presentation, four different types of caregivers are described, each with their own unique style of communication, communication preferences, and information needs. Tools for identifying the different types of caregivers are reviewed. Objectives: Define family talk and family obligation and understand high and low pattern, identify differences among caregiver types (manager, carrier, lone, partner), and demonstrate awareness of caregiver communication patterns.

  A Five Step Appreciative Model of Coaching Clinicians- Maysel Kemp White, PhD, MFT, FAACH, CEO and President, Healthcare Quality and Communication Improvement, LLC

By the end of this session participants will be able to:

  1. Explain the core premises behind Appreciative Inquiry
  2. Explain the five steps in the Appreciative coaching process
  3. Provide examples of how to discover a coaches strengths
  4. Provide examples of how to elicit a coachee's vision or dean of their ideal self performing at their peak
  5. Explain the core components in designing a plan for success
  6. Explain the core components of developing someone using specific behavioral feedback
  7. Explain how to achieve and sustain their destiny

  Partnering with Patients to Co-Design Healthcare – Developing Patient Preferred Practices - Randall L. Carter, Senior Vice President, Planetree

As the full force and impact of healthcare reform takes root, organizations are under great pressure to improve overall performance in quality, safety, and patient experience. At the same time, a new level of transparency and access to information will continue to expand healthcare consumers' abilities to make more informed choices and influence the care they receive. Designing and implementing a comprehensive patient- and family-centered experience has significant and immediate benefits to organizational culture, as well as longer-term benefits to patient satisfaction ratings, and employee recruitment, retention, and engagement. During this program we review practical and innovative approaches implemented by advanced patient- and family-centered organizations that have significantly enhanced the healthcare experience of patients, families and staff.

  The Institute for Healthcare Improvement's Strategies for Person Centered Care - Martha Hayward, IHI Lead, Public and Patient Engagement, Institute for Healthcare Improvement

Martha Hayward will share the IHI Framework for Public and Patient Engagement and talk about some of the initiatives currently underway, including Always Events, The Conversation Project and Conversation Ready.

  Empathy Perils and Pearls: What social psychology and neurobiology have to say - Steven Rosenzweig, MD, Clinical Associate Professor, Drexel University College of Medicine

We expect empathy from ourselves and our students. What gets in the way between the ideal and real? Recent findings in social psychology and neurobiology help frame the problem and point to the solution.

  The Power of Choice in Patient Experience Excellence: A Critical Role for Physicians & Leaders - Jason Wolf, PhD, CPXP, President, The Beryl Institute

In this session participants will engage in the understanding of patient experience as a macro-concept, impacting the full spectrum of touch points in healthcare, including:

  1. Exploring the definition of patient experience versus satisfaction and the key constructs that comprise it
  2. Examining the Patient Experience Centrality of Needs
  3. Discovering five strategic levers central to patient experience performance
  4. Acknowledging the critical impact physicians and leaders play in patient experience excellence
  5. Understanding the power of choice in driving patient experience success across the continuum of care

  Professionalism and Communication in Medical Education - Dennis Novack, MD, Professor, Drexel University College of Medicine

Healthcare communication teaching, assessment and research is reaching maturity after over three decades of intense work. In recent times, medical educators have begun to understand the importance of focusing on professionalism. The lessons from the work of ACH members and others have broad applicability in the emerging field of professionalism education, assessment, remediation and research. Dr. Novack will highlight the major advances in field of healthcare communication and discuss their applicability to promoting the professional growth of medical students and residents.