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Baystate Health to offer conference on "The Patient Experience" for area caregivers

September 21, 2015
Brian Boyle

As hospitals around the country focus their efforts on developing a variety of strategies to improve the patient experience, Baystate Health and its Department of Continuing Interprofessional Education is sponsoring a daylong conference, “The Patient Experience: Explore, Engage, Excel” on Oct. 6 at The Log Cabin Banquet and Meeting House in Holyoke.

About the keynote speaker

Keynote speaker Brian Boyle – who turned tragedy into triumph after a horrific car accident nearly cost him his life – has had his inspirational story told on NBC’s Today Show, ESPN and other television programs around the world.

He will talk about his patient experience, which included 14 operations and two months in a coma in an intensive care unit, followed by weeks in the hospital and later at a rehabilitation center learning to walk again.

On July 4, 2004, then 18-year-old Boyle of Welcome, Maryland, was driving home from swim practice. At one intersection, a speeding dump truck plowed into his Camaro, totaling the vehicle. He suffered massive internal injuries and lost 60 percent of his blood. Doctors had to jumpstart his heart eight separate times during surgery. In 2007, Boyle staged what many consider to be one of the greatest comebacks in sports history, when he crossed the finish line at the Hawaii Ironman just three years after leaving the intensive care unit.

About the program

The one-day program is designed for all area health care providers and employees, health care administrators, and Patient and Family Advisory Council (PFAC) members.

Goals include:

  • Assisting participants in identifying the key influences that shape patients’ perceptions of their care
  • Discovering how health care professionals and Patient and Family Advisory Councils can partner to create and strengthen a culture of patient- and family-centered care
  • Describing how strategies such as Appreciative Inquiry can foster an organization’s journey towards patient-centered excellence
  • Assessing if patient satisfaction data truly measures a healthcare provider’s performance


Additional sessions during the day include:

  • “Mindfulness and You Matter,” presented by Dr. Robert Smith of Baystate Medical Practices – Pioneer Valley Medicine and senior  teacher, Oasis Mindfulness Professional Development Program, Center for Mindfulness at UMASS Medical School
  • “Creating a Framework for Organizational Improvement,” presented by  Dr. Evan Benjamin, FACP, senior vice president, Quality and Population Health, and chief quality officer, Baystate Health, and Stephanie Calcasola, MSN, RN-BC, director, Quality and Medical Management at Baystate Medical Center
  • “Methodology Matters: How Patient Survey Data Drives Performance,” presented by Joseph Snipp, director, Research Analytics and New Product Development, Professional Research Consultants
  • “Engaging Front Line Staff: One Organization’s Journey,” presented by Denise Schoen, MSN, RNC, director, Patient Experience, Baystate Medical Center, and Mary Ann Simcoe, MA, senior consultant, Organizational Learning and Effectiveness, Baystate Health
  • “The Influence of Patient and Family Advisory Councils,” presented by Maripat Toye, RN, MS, CCRP, director, Nursing Research and PFAC facilitator, as well as representatives of the Baystate Health Patient and Family Advisory Councils. The day will end with “Stories Matter,” including a presentation by Jordan Franz, Baystate Children’s Hospital patient; Wendy Franz, chair, Baystate Children’s Hospital Patient Family Advisory Council; as well as Dr. David Dredge of Pediatric Neurology at Baystate Children’s Hospital, and Dr. David W. Page, director, Undergraduate Programs in Surgery, Baystate Medical Center.

Course credits are available for physicians, nurses, psychologists, and mental health counselors.


Registration – including continental breakfast, refreshment breaks and lunch, there is no charge to park – is $130 online. When online, choose calendar, then select the course and add it to your shopping cart, then follow the registration and credit card payment instructions.

For additional information, or to register by mail, contact or call (413) 322-4242.