Join us at HAS 17 – September 12-14, 2017 in Salt Lake City

Glenn Drayer

Director of Enterprise Business Intelligence, Stanford Hospital & Clinics

Glenn Drayer has been a Business Intelligence professional for nearly 20 years with prior experience as a business analyst, systems auditor and Certified Public Accountant. With experience in healthcare analytics for Payer, public health, registry, and provider organizations, he has lead numerous projects deploying analytics to drive improved patient outcomes, population health surveillance, and efficiency in care delivery. Currently, Glenn works with senior executives and user stakeholders to define the BI strategy, governance processes, and BI infrastructure to make Stanford Hospital a leader in information analytics for operations, clinical quality, lab operations, and patient experience. He leads the Operations and ETL Development teams supporting daily operations, help desk support, and development functions for Epic Clarity and Stanford’s Enterprise Data Warehouse. Glenn also leads key programs including: development of Executive KPI Dashboard, COO Operations Dashboard, ICD-10 implementation across all reporting and analytical solutions, and development of reporting/analytical capabilities for Lab operations (based on Epic Beaker).

Mysti Smith-Bentley, RN, MBA

Administrative Director, Service Excellence, Stanford Health Care

Mysti Smith-Bentley has an exemplary record with over 15 years of Healthcare Service/Operations improvement in addition to her clinical expertise as a Registered Nurse. She has a well-established presence at Stanford Health Care driving patient experience programs, measurement systems and feedback channels into the culture of these organizations. She is experienced in planning, directing and coordinating daily operations, leading internal consultants in the design, implementation, & management of lean improvements, and has expertise in patient satisfaction programs, survey design/administration, and reporting. Mysti began her career at Stanford Health Care in August 2000 as a Registered Nurse in outpatient oncology before becoming the Assistant Nurse Manager in the Outpatient Infusion Treatment Area at the Stanford Cancer Center in 2004. In 2006 Mysti joined the Performance Excellence team as a Program Manager. Mysti holds a Bachelor of Arts Degree in Nursing from the College of St. Catherine, St. Paul, Minn, and a Master’s in Business Administration in Health Care Management from Capella University, Minneapolis, Minn.

11 - Patients Don't Measure Quality Care—They Experience it (Case Study)

Glenn Drayer (Director of Enterprise Business Intelligence, Stanford Hospital & Clinics), Mysti Smith-Bentley, RN, MBA (Administrative Director, Service Excellence, Stanford Health Care)

Session Overview

It’s a fact that healthcare is joining the age of consumerism. The cost of care and, most importantly, the quality and ease of service are crucial factors in determining patient satisfaction. Stanford Health Care, already committed to providing the highest quality of care, saw an opportunity to be on the forefront of the growth in consumerism and proactively increase their attention to the factors that impact patient satisfaction.

With nearly 700,000 clinic visits a year, Stanford knew that working with the clinicians who interact with patients during clinic visits was the path to develop a systematic approach to delivering high quality service, improving patient communications, and increasing transparency. Join Stanford as they define the steps that have led to engaged physicians, an improved experience for patients, and ultimately higher patient satisfaction scores its organization. The presenters will review the educational tools that helped to engage physicians in improving patient experience and embracing transparency, the importance of a positive physician work experience and how that impacts patient experience, the need for strong governance, and the value of a patient-based care approach.