Eight speakers will present on their experiences improving cancer care services in a Pecha Kucha style workshop. Pecha Kucha involves concise presentations with 20 slides that automatically advance every 20 seconds. The topics will include improving coordination of care, enhancing the patient experience, implementing supportive care programs, and using a multidisciplinary approach to cancer treatment. The goal is to identify best practices for delivering high quality, patient-centered cancer care.

1. Moderator
Helen Bevan, NHS England,
@HelenBevan
Welcome to session E1:
Improving Service in Cancer Care:
A Pecha Kucha-Style Workshop

3. Clarity and brevity in presentations are
endangered practices
Source of image: onlignment.com

4. Source of image: jennifermccrea.com

5. Our eight outstanding speakers will share
their experiences of improving service in
cancer care
Leonard Berry
Jerilyn Crain
Robert Chapman
Joe Holcomb
Deborah Mayer
Brad Stuart
Jody Wilmet
Lou Carbone

6. Woodrow Wilson was asked by a member of his
cabinet how long he took to prepare speeches:
It depends....
If I am to speak for ten minutes, I need a week for
preparation….
If fifteen minutes, I need three days….
If half an hour, I need two days….
If an hour, I am ready now
‘

7. Woodrow Wilson was asked by a member of his
cabinet how long he took to prepare speeches:
It depends....
If I am to speak for ten minutes, I need a week for
preparation….
If fifteen minutes, I need three days….
If half an hour, I need two days….
If an hour, I am ready now
‘ We have been
preparing for
three months!

9. Joel Meilleur
The holy triad of
great presentations
• Be brief
• Be brilliant
• Be gone

10. Leonard Berry, PhD,
Distinguished
Professor of Marketing,
Texas A&M University

11. 1111
Improving Service
in Cancer Care
Leonard Berry, Ph.D.
University Distinguished Professor of Marketing
Mays Business School, Texas A&M University
Senior Fellow, Institute for Healthcare Improvement

12. 1212
Cancer is always life-
changing and often life-
ending.
Cancer care is a
high-emotion service.

13. “Patients are ultra-sensitive to
the doctor’s words
as clues to whether
they will live or die.”
~acancerpatient

14. “I wear the heart as a
symbol of compassion. I
truly love my patients. I
often give them hugs
when I see them and say
goodbye.”
– Dr. David Gullion, medical
oncologist, Marin Cancer Care

15. The Question
How can we improve the service
experience of adult cancer patients
and their families as they make the
journey from diagnosis onward?
An Ongoing Quest to Look for Answers

17. 5 C’s of Cancer Service
 Cancer Services
 Orchestrating Experience
 Enabling
 Valuing Care
 Creating Partnerships

18. A Sampling of Cancer
Service “Bright Lights”

19. SETON CANCER CARE’S “BIG PINK BUS”
Community

20. Monter Cancer Center’s
“Shame Free” Service Culture
Clues

21. Lacks Cancer Center’s
Financial Navigator Program
Coordination

22. Kaiser
Permanente’s
“Embedded”
Infusion
Pharmacy
Connection

23. Mayo Clinic Arizona’s
Supportive Care Infusion Center
Connection

24. Seton Cancer Care’s
Survivorship Navigation
and Clinic Services
Continuity

25. Bellin Health’s
Cancer Patient Fitness Program
Continuity

26. ProHealth’s Care Support
In-Home Palliative Care Service
Continuity

27. Hospice of the Valley’s
Off-Hours Call Center
Connection

28. A room at Ryan House
RYAN HOUSE’S “STORY OF ME” ROOM
Clues

29. “We cannot always control
the clinical outcome,
but we can control the
patient experience.”
~TeamLeader,TheCancerTeam
BellinHealthSystems

30. Cancer touches us all –
sooner or later, directly or
indirectly. What an
opportunity we have to
improve the journey that
patients and families make.

31. Jerilyn Crain
Patient Advocate
Kaiser Permanente

32. The Beginning
Jerilyn Crain ● Kaiser Permanente ● Patient Advisor

33. “Yes Mrs. Crain, you have cancer.”

37. I CAN DO ALL THINGS THROUGH CHRIST
WHO
I CAN DO
ALL THINGS
THROUGH CHRIST
WHO
STRENGHTENS
ME

39. RADIATION BUS

44. RADIATION BUS

45. • Support Group Picture - hands

52. Robert Chapman, MD,
Director, Josephine Ford
Cancer Institute,
Henry Ford Health
System

53. Providing Real Service:
One Doctor’s Perspective
ROBERT CHAPMAN, MD

54. Conflicts of Interest
 None

73. Joe Holcomb,
Director, Oncology
Wellness
INTEGRIS Cancer Institute
of Oklahoma

74. Joe D. Holcomb
Director, Oncology Wellness
INTEGRIS Cancer Institute of Oklahoma
MULTIDISCIPLINARY CANCER CONFERENCES AND CLINICS

83. Traditional
Way

94. Deborah Mayer, PhD, RNA,
OCN, FAAN
Professor
University of North
Carolina at Chapel Hill

95. The Face of Cancer
Deborah K. Mayer
Professor
University of North Carolina
Director of Cancer
Survivorship
Lineberger Comprehensive
Cancer Center
Chapel Hill, NC

96. AN INTERRUPTED LIFE

97. BUMPS ON THE ROAD OF LIFE

98. SEASONS OF SURVIVAL

99. WHEN LIFE IS SEWN BACK TOGETHER,
IT HAS CHANGED

100. Spiritual Well Being
Social Well Being
Psychological Well
Being
Physical Well Being and
Symptoms
Cancer
Survivorship
Ferrell, BR and Grant, M. City of
Hope Beckman Research Institute
(2004)
Quality of Life

101. The Road Home
Physical Well Being and
Symptoms

102. AS I AM, BEAUTIFUL AND WHOLE

103. A BLUE DAY
Psychological
Well Being

104. MIXED EMOTIONS

105. RELAY FOR LIFE – SURVIVORS’ LAP
Social
Well Being

106. UNITED IN BRAVERY

107. Soldiers of Love
Spiritual
Well Being

108. CONNECTING WITH
THE UNIVERSE

109. CAREGIVER

110. UNCHARTED

111. Picking up my pieces

112. SEARCHING:
THE ANSWER IS OUT THERE

113. THE ROAD TO
SURVIVAL

114. The Face of Cancer

115. Brad Stuart, MD,
Chief Medical Officer,
Coalition to Transform
Advanced Care

116. Care Beyond Cure
Brad Stuart MD
Chief Medical Officer
Coalition to Transform Advanced Care
(C-TAC)
BradS@theCTAC.org

117. How can we blend the best treatment for patients…

118. …with the best caring for people?

119. We can confront the threat of cancer…

120. …with teams of clinicians who bring care…

121. …to people where they live.

122. We can practice deep listening…

123. …so people may truly be heard.

124. Help people adapt to life’s challenges…

125. …and discover what really matters to them.

126. Help them see all their options…

127. …so they can choose for themselves.

128. Help them make decisions now…

129. …so loved ones aren’t left to decide.

130. Help people see in the dark…

131. …so they can find the water of life.

132. Then we can provide the best treatment…

133. …as part of real health care.

134. Then we can find healing together…

135. …and bring it to a thirsty world.

136. Jody Wilmet, RN
Vice President
Bellin Heart and
Vascular Center
Bellin Health

137. Lessons Learned:
Building New Cancer Center
Jody Wilmet, RN, BSN, MS
VP Cancer Services

141. What did our
cancer
patients
want?

142. Don’t make us come to the
hospital for treatment

145. Add facility pic

146. We want better access to care

147. Give us top notch physicians

150. We want
our doctors to know us and
talk to each other

152. Give me a support person

155. What Cancer??

156. Find new pic of wedding

157. Lou Carbone
CEO
Experience
Engineering

158. © 2015, All Rights Reserved. Experience Engineering, Inc.
lcarbone@expeng.com
“you cannot NOT have an experience…
…the question is, how managed or
haphazard is that experience?”
Lou Carbone,
President & CEO
Experience Engineering, Inc.

160. © 2015, All Rights Reserved. Experience Engineering, Inc.
lcarbone@expeng.com

161. © 2015, All Rights Reserved. Experience Engineering, Inc.
lcarbone@expeng.com

162. © 2015, All Rights Reserved. Experience Engineering, Inc.
lcarbone@expeng.com

163. © 2015, All Rights Reserved. Experience Engineering, Inc.
lcarbone@expeng.com
clues emotions attitudes behavior

164. © 2015, All Rights Reserved. Experience Engineering, Inc.
lcarbone@expeng.com

165. © 2015, All Rights Reserved. Experience Engineering, Inc.
lcarbone@expeng.com
types of clues that customers experience
what we taste
what we feel
what we see
what we hear
what we smell

166. © 2015, All Rights Reserved. Experience Engineering, Inc.
lcarbone@expeng.com
categories of clues
humanic clues
emotional
mechanic clues
emotional
functional clues
rational

169. © 2015, All Rights Reserved. Experience Engineering, Inc.
lcarbone@expeng.com

174. © 2015, All Rights Reserved. Experience Engineering, Inc.
lcarbone@expeng.com

175. © 2015, All Rights Reserved. Experience Engineering, Inc.
lcarbone@expeng.com
what kind of experience do these clues create?what if we managed these clues?

176. Experience
Design
Experience
Management
System
WHAT
HOW
Culture / Clue Consciousness

177. © 2015, All Rights Reserved. Experience Engineering, Inc.
lcarbone@expeng.com
"People will forget what you said. They will forget
what you did, but they will never forget how you
made them feel."
Maya Angelou