Agenda

09:15 - 09:30
Valts ĀbolsValts Ābols
Chairman of the Board of the Children's Clinical University Hospital, Head of the Association of Large Hospitals

Opening speech "Care for the Human Being"

09:30 - 09:40
Daniels Pavļuts
Minister of Health

Welcome and speech at the first Patient Experience Conference

09:40 - 10:15
Marita Bossers-NabenMarita Bossers-Naben
Head of Planetree Netherlands and Germany

12 key principles of human-focused healthcare

10:15 - 10:40
Vita ŠteinaVita Šteina
Head of Patient Experience and Customer Management at the Children's Clinical University Hospital, Member of the Global Council of the Beryl Institute

The Children's Clinical University Hospital's Patient and Staff Experience Strategy "Care for the Human Being"

10:40 - 11:05
Austra StraumeAustra Straume
Patient Experience Project Manager at the Children's Clinical University Hospital

Care for the Patient

11:05 - 11:10
Video

Video story: "Reducing fear and anxiety"

11:10 - 11:35
Gunta TralmakaGunta Tralmaka
Head of Human Resources at the Children's Clinical University Hospital

Care for the Employee

11:35 - 11:40
Video

Video story: "Voices of employees"

11:40 - 11:55
Kafija

Break

11:55 - 12:20
Santa PildavaSanta Pildava
Head of the Patient Safety and Healthcare Quality Improvement Unit of the Center for disease control and prevention

What is the patient experience in Latvian hospitals?

12:20 - 12:25
Video

Video story

12:25 - 12:50
Iluta RiekstiņaIluta Riekstiņa
Board Member of the Children's Clinical University Hospital

5 steps to excellence

12:50 - 12:55
Video

Video story: "Empathetic communication"

12:55 - 13:20
Valts ĀbolsValts Ābols
Chairman of the Board of the Children's Clinical University Hospital, Head of the Association of Large Hospitals

Digital ecosystem - a platform for human-focused healthcare

13:20 - 13:25
Video

Video story: "The parents' Council"

13:25 - 13:55
Nuria Diaz AvendañoNuria Diaz Avendaño
Head of Quality and Patient Experience, Quirónsalud Hospital Network (Spain), Member of the Global Council of the Beryl Institute

The most important steps to achieve patient experience excellence in Quironsalu

13:55 - 14:20
Kafija

Break

14:20 - 15:30
Diskusija

Discussion

15:30 - 16:00
Apbalvošana

Awards ceremony

16:00 - 16:30
Jason WolfJason Wolf
President and CEO of the Beryl Institute

To care is human: Leading the Global Effort to Transform the Human Experience in Healthcare