3 Annual

nd

Conference

GCC Patient
Experience
Summit
And

GCC
Patient Experience
www.fleming.events

Eminence Awards

17th April 2019 | Dubai, UAE

2nd GCC Patient Experience
Eminence Awards
Award overview
The inaugural Awards will recognize outstanding
accomplishments in Patient Experience in GCC.
The awards will not be only honor the outstanding
performers but benchmark excellence and motivate
regional PX leaders who are currently in pursuit of
achieving excellence. The award aims at reflecting
the accomplishments of organizations and
individuals in multiple categorize ranging from care
to operational technology that puts patients at the
forefront for their development.

How to submit

1 Read all information about award format, 5 Fill in and submit your nomination to:
judging format, eligibility and categories. pxawards@fleming.events

2 Request brochure with summit program and Submit respective documentation to:
award information pxawards@fleming.events

3 Choose award that you want to nominate Keep in mind all deadlines. Good luck!
yourself, your team or business partner for

Contact event producer Michaela Miklusakova

(pxawards@fleming.events) for respective
category nomination form

Deadline for document submission: 28th February 2019

Please use this email for filing your nominations & submitting documentation: sarin.satya@fleming.events

Award Jury/panel
Diane Magers John Morris
CCXP Customer Experience JXD Consultants, UK
Professionals Association Director
(CXPA), USA
Chief Executive Officer

Turki Al Shariti Dr. Fatih Mehmet GUL

King Fahad Medical City, Fakeeh University
KSA Hospital, UAE
Chairperson, Documents Chief Operations
and Information Dept. ick
Officer ClHere &

REGISTER
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ONLINE
 Award Format Eligibility
 Award will be self-nominated. Interested • For organization: The awards are open for firms
organizations should nominate themselves in GCC and should be registered with local
by filling a form and providing supporting government
documentation. • For individual: The nominee needs to represent
 Each category will have a comprehensive a health-care firm operating in GCC
nomination form that will help the jury to • Each nominated organization/individual should
evaluate and shortlist the winners. register at least 1 participant (1 ticket), who will
 Each organization can nominate themselves represent the company and attend the 3rd GCC
up to 3 categories Patient Experience Summit in Dubai
 All technology providers/solution providers • The jury panel may modify the eligibility criteria
will compete against other technology/ in best interests of the Awards
solution providers from GCC region. • The jury panel holds the right to disqualify
 Winners will be announced during the 3rd any application which does not meet the
GCC Patient Experience Summit hosted by eligibility criteria without assigning any reason
Fleming. whatsoever.
 Jury's decision will be final and will be based
on the details shared by the nominee.
Fleming. will have no involvement in the
judging process apart from seeking
nomination forms

Judging Format
 Each judge will rate the nominee on a scale
of 1-10 while 10 being the highest
 This score will be solely based on the
organizations efforts in the last 24 months
 The final score will be the summation of
scores from all judges and
 Nominee with the highest score will be
declared as a winner
 Hence there will be no comparison with
other organization's efforts and performance
as each organization is unique and so are the
challenges faced by them.

ick
ClHere &

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ONLINE
Categories For Organizations:
1. Excellence in measurement of patient
experience and its impact on patient
outcomes
• awarding an organization with the best prac-
tices for measuring and improving patient
outcomes, what & how is an organization
measuring – outcomes important for the hospi-
tal, society vs outcomes that matter to patients,
measuring patient experience and its correla-
tion with patient outcomes, best understand-
ing of patient insights & best acting on patient
feedback
2. Best business impact through improved
patient experience
• awarding an organization that achieved a sig-
nificant ROI improvement based on improved
patient experience
3. Excellence in cultural shift towards
patient-centricity and patient experience
• awarding an organization with the best prac-
tices for managing a cultural shift to achieve a
truly patient-centric model for enhanced patient
experience, best employee empowerment for
enhanced patient experience
4. Special needs – Best patient engagement hospital both In Patient/Out Patient
& experience innovations
• awarding an organization with the most innova-
tive approaches, tools and technologies for spe-
cial categories of population – best engagement
of children & young adults, best engagement of
elderly population, etc…
5. Best patient engagement innovation interact with hospital staff
launched by a patient organization
• awarding a patient organization or patient advo-
cacy group that has launched the most innova-
tive patient engagement & experience initiative,
project or program
www.fleming.events tel.: +91 997273 8752
6. Best use of wearables/digital health to
enhance patient engagement & experience
• awarding an organization which has developed
or applied the wearables/digital health for
improved patient engagement & experience, as
well as wearables for lifestyle enhancement and
disease prevention
7. Most improved hospital in terms of
technology usage based on acknowledged
areas for development
• awarding an organization which has managed
to improve the areas where they have made
mistakes or have not provided the levels of ser-
vice and experience promised. In these areas,
an awarded organization have developed and
implemented technology to drive up overall
satisfaction.
8. Most innovative use of technology to col
lect & analyse patient feedback
• awarding an organization with the best prac-
tices examples of using the new technology in
an innovative way to collect & analyse patient
feedback
9. Excellence in patient journey through the
• awarding an organization with the best use of
technology that enables the patients through
the Hospital journey both In Patient / Out Pa-
tient, with the most effective communication
with patients & families across all touch-points,
smoothing the journey by making the 'touch-
points' easier for the patient and families to
Categories For
Individuals:
1. PX Leader Award
2. PX Doctor/Physician Award
3. PX Nurse Award
4. PX Innovator Award ick
ClHere &
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email: sarin.satya@fleming.events
ONLINE
Our Supporting Partners and Sponsors

Media Partners

Corporate Table Partner

Quality production, selection of speakers, structure of topics, selection of quality

partners, highly professional and supportive staff at Fleming. Delivered what was
promised
Sanad Shaikh, Marketing & Communications Coordinator, Amana Healthcare
ick
ClHere &

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ONLINE
Testimonials Job Titles

“Brilliant event! It is very encouraging that PE is

now coming to the forefront. It was such a gift to
meet and network with like-minded people who
have a joint mission and vision for the right thing
for all the patient and caregivers.”
25% CEO, MD, Chairman, President, VP,
Pam Wilson, Silla, Co-Founder & Head of Executive Director & General Manager
Community
22% Patient Experience/Relations / Service
Excellence: Executive Director/Head/
“Multicultural and experienced speakers. It Supervisor/Manager/Officer
was amazing to hear from people from other
9% Administration & IT: CIO/Director/ Officer
countries. The subject importance was about the
patient as a focus in healthcare.” 11% Quality: Officer/Head/Manager/
Supervisor
Maryan Alantali, Healthpoint Hospital L.L.C,
Patient Educator – Physiotherapy 7% Nursing: VP/Chief/Manager/Officer
15% Sales & Marketing
“Well organized, high level, excellent speakers
and very well chosen topics!”
Dr. Ali T. Asery, King Fahd Medical City,
Executive Director of Patient Experience
Geography

Who will you meet?

Healthcare Providers
• Hospitals & Clinics (Primary, Secondary & Tertiary)
• Ambulatory Services
88% Middle East & North Africa
• Rehabilitation Centers
7% Uk & Europe
Stakeholders in Patient Experience 5% US & North America
• Health Ministries
• Industry Associations
• Research Institutes
• Health Authorities
• Health Insurance Firms
• Accreditation Bodies
Key Topics
 Re-prioritizing PX as the focal point of an
Job Titles organization's culture
• Strategic Leaders - President /CEO/ CIO/ COO / VP/  Correlation between PX and hospital
Director financial performance
• Chief/Director of Nursing  Strategies to improve systems for managing
• Chief Medical Officer patient complaints within healthcare
• Director/Head/Manager/Officer – Patient Experience/ facilities
Patient Care/ Patient Relations/ Patient Services/  Transforming digital patient experience
Patient Satisfaction/ Patient Flow  The power of patient satisfaction data
• Director/Head/Manager/Officer – Quality & Safety  Talent development's role in upgrading PX
• HR & Operations  Patient satisfaction as a
• Manager/Head – Marketing & Business Development balance
ick
• Case Managers measure ClHere &
• Project/Facility Managers

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ONLINE
Esteemed Speaker Panel:
Bassam Sayad Mohamed Ahmed Huda AlOtaibi
Cambridge Medical Hamdy Prince Mohammed
and Rehabilitation Al Salama Hospital, bin Abdulaziz
Center, UAE UAE Hospital, KSA
Chief Operations Officer Chief Operations Officer Associate Director
of Patient Services
& Director of Person
Center Care

Monica Jacobs Arpan David Fatima Rashid Al Ali

Specialized Bahrain Specialist Abu Dhabi
Rehabilitation Hospital, Bahrain Telemedicine
Hospital, UAE CEO Centre, UAE
Director of Quality, Safety CEO
and PI

Sravan Kumar Riaz Khan Mervat Mansour

Zulekha Hospital, Emirates Hospital Al Zahra Pvt
UAE Group, UAE Hospitals, UAE
Deputy Director – Quality Vice President Operations Director of Quality and
Patient Safety

Camille Sirgi Santosh Marathe

Bareen Hospital, Apollo Hospitals,
UAE India
CEO Chief Operating Officer

ick
ClHere &

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ONLINE
 17 April 2019 – Conference Day
8:00 Registration and Coffee
9:00 Welcome Note from Fleming.
9:05 Welcoming Remarks by Conference Chairman
9:10 Keynote: Creating a Patient-Centric
Culture That Gives You an Edge
• Winning in healthcare by getting the patient
experience right
• Re-prioritizing the PX as the focal point of the
organization's culture
• Improving patient services – starting with
improving employee engagement
• Open Q&A
Bassam Sayad, Cambridge Medical and
Rehabilitation Center, UAE, Chief Operations
Officer
9:40 Panel Discussion: Identifying and
Turning Around Our Company Culture
• What’s the impact of organizational culture in
healthcare?
• How healthcare leaders can build a strong
corporate culture
• What behaviors do we encourage and reward?
What behaviors do we or do we not tolerate?
• Open Q&A
Arpan David, Bahrain Specialist Hospital,
Bahrain, CEO
10:20 Announcement of Winners:
Excellence in the Cultural Shift Towards
Patient-Centricity and Patient Experience
• Awarding the organization with the best
practices for managing a cultural shift to
achieve a truly patient-centric model for
enhanced patient experience, best employee
empowerment for enhanced patient experience
10:30 Morning Coffee Break & Networking Break
www.fleming.events tel.: +91 997273 8752
11:00 Panel Discussion: How to Drive
ROI in Your Healthcare Improvement
Projects
• Why is improving patient experience a good
financial and business decision for our
organizations?
• KPIs & measuring the impact of improved PX on
business & ROI
• Leveraging investments in new patient-centered
technology & innovations – impact on PX and ROI
Santosh Marathe, Apollo Hospitals, India,
Chief Operating Officer
Riaz Khan, Emirates Hospital Group, UAE,
Vice President Operations
11:30 Case Study: The Value of Patient
Experience
• Defining the value for patients, caregivers and
society
• Measuring the value of patient-centered care –
impact on patient outcomes
• Identifying the outcomes that matter to patients
vs outcomes important for the hospital
• Maximizing the value of patient-centered care
for patients, hospitals and society
Mohamed Ahmed Hamdy, Al Salama Hospital,
UAE, Chief Operations Officer
11:50 Lighting Talks: Strategies to Improve
Systems for Managing Patient Complaints
Within Healthcare Facilities – What Can
We Learn? (3×10 Minutes Presentations)
• Complaints handling, investigating, resolving
and learning
• Analyzing data on negative patient experience
• Proactive steps to avoid patient complaints
• Q&A
Huda AlOtaibi, Prince Mohammed bin
Abdulaziz Hospital, KSA, Associate Director of
Patient Services & Director of Person Center Care
Camille Sirgi, Bareen Hospital, UAE, CEO
ick
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ONLINE
 DAY 1
17th April 2019 – Conference Day
12:20 Announcement of Winners:
Best Business Impact Through Improved
Patient Experience
• Awarding the organization that achieved
significant ROI improvement based on improved
patient experience
Excellence in Measurement of Patient
Experience and Its Impact on Patient
Outcomes
• Awarding the organization with the best
practices for measuring and improving patient
outcomes, what & how an organization is
measuring – outcomes important for the
hospital - society vs. outcomes that matter to
patients, measuring patient experience and
its correlation with patient outcomes, best
understanding of patient insights & best acting
on patient feedback
Most Innovative Use of Technology To
Collect & Analyze Patient Feedback
• Awarding the organization with the best
practices examples of using new technology in
an innovative way to collect & analyze patient
feedback
12:30 Lunch Break
13:30 Case Study: Patient Communication –
Engagement Fatique
• Does patients/ healthcare consumers get tired
of the enormous information they receive in
different platforms?
• Is there communication / engagement fatigue
patients or consumers go through?
• Should different strategies be employed for
communicating with “The Patient” and “The
Consumer”?
• What strategies should hospital employ to
prevent engagement fatigue?
• Q&A
Sravan Kumar, Zulekha Hospital, UAE, Deputy
Director – Quality
www.fleming.events tel.: +91 997273 8752
14:00 Case Study: Transforming the Digital
Patient Experience
• Technology as way to highlight the need for
better understanding the elements involved in
healthcare experiences
• Optimal deployment of digital strategy
• Virtual care apps and tools (telemedicine,
remote patient monitoring tools, wearable
devices etc) as the patient experience priority
• Q&A
Santosh Marathe, Apollo Hospitals, India,
Chief Operating Officer
14:30 Case Study: How Digital & Mobile Can
Improve Patient Experience
• Leveraging digital and mobile technologies to
better connect with and engage patients
• Balancing technology with the personal touch
• Digital health & AI
• Utilizing big data and analytics for better & more
personalized patient services
• Examples of tools & solutions
• Q&A
Fatima Rashid Al Ali, Abu Dhabi Telemedicine
Centre, UAE, CEO
ick
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ONLINE
 DAY 1
17th April 2019 – Conference Day
15:00 Announcement of Winners: 16:40 Panel Discussion: What Is the Cure
Special needs – Best Patient Engagement
& Experience Innovations
• Awarding the organization with the most
innovative approaches, tools and technologies
for special categories of the population – best
engagement of children & young adults, best
engagement of the elderly population, etc.
Best Patient Engagement Innovation
Launched by a Patient Organization
• Awarding the patient organization or patient
advocacy group that has launched the most
innovative patient engagement & experience
initiative, project or program
Best Use of Wearables/Digital Health to
Enhance Patient Engagement & Experience
• Awarding the organization which has best
developed or applied wearables/digital health
for improved patient engagement
& experience, as well as wearables
for lifestyle enhancement and
disease prevention
15:10 Afternoon Coffee & Break
15:40 Case Study: Should We Pick a New Name
for Patients? – When Patients Became
Clients And Consumers
• Patient, consumer, client, or customer: what do
people want to be called?
• The patient-client as a consumer
• What does surveys reveal?
• A new style of patient experience
• The next generation of patients
• Conclusions and Q&A
Monica Jacobs, Specialized Rehabilitation
Hospital, UAE, Director of Quality, Safety and PI
16:10 Patient Experience Program Within
Multicultural Environment
Huda AlOtaibi, Prince Mohammed bin
Abdulaziz Hospital, KSA, Associate Director of
Patient Services & Director of Person Center Care
www.fleming.events tel.: +91 997273 8752
for the Better Overall Patient Experience
in GCC?
• Putting citizens at the center of thinking and
decision-making
• Shifting from “inside-out” to “outside in”
thinking, engaging and involving citizens to
define their expectations
• Investing in eHealth initiatives, medical
performance improvements and preventive care
programs
• Open Q&A
Arpan David, Bahrain Specialist Hospital,
Bahrain, CEO
Camille Sirgi, Bareen Hospital, UAE, CEO
17:00 Announcement of Winners:
Individual Categories:
• PX Leader Award
• PX Doctor/Physician Award
• PX Nurse Award
• PX Innovator Award
Organizational Categories:
Excellence in patient journey through the
hospital both in patient/and out patient
• Awarding the organization with the best use
of technology that enables patients on their
journey through the hospital, both in patient
/and out patient, with the most effective
communication with patients & families across
all touch points, smoothing the journey by
making the 'ouch points easier for patients and
families to interact with hospital staff
Most improved hospital in terms of
technology usage based on acknowledged
areas for development
• Awarding the organization which has managed
to improve the areas where they have made
mistakes or have not provided the levels of
service and experience promised. In this area,
the awarded organization has developed and
implemented technology to drive up overall
satisfaction.
17:15 Closing of the Conference & Farewell Remarks
from the Chairman
email: sarin.satya@fleming.events
 The team behind:
We are delighted to bring you the
GCC Patient Experience
Summit

Click on the ticket below to sign up

Or write to
sarin.satya@fleming.events
to get in touch with a member of
our team

Michaela Miklusakova
Senior Conference Producer
Ondrej Bero
Marketing manager
Sarin Satya
Portfolio Manager

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