EPX 2019: Speakers

Medical professional using a tablet

Shafiq Rab
Shafiq Rab, MD, Rush University Medical Center
Keynote Address: Future of Digital Innovation and the Patient Experience

Santosh Basapur
Santosh Basapur, Illinois Institute of Technology-Institute of Design
Session: Design Thinking for Improved Digital Patient Experience—An Interactive Experiential Session
Santosh currently leads Design Practice at Rush University Medical Center. His team is working on two major system design projects. One is to innovate in primary care by developing new clinical models for Family Medicine practice to trial and the other is to bring efficiency to clinical trials and improve impact of Translational Medicine practice at Rush. Santosh is also an Adjunct faculty at IIT Institute of Design teaching Modes of Human Experiences and first principles of Interaction Design. Before this, Santosh was a Principal Staff UX Researcher with Motorola Mobility/Google with responsibilities of upfront design research for new concepts and evaluative usability studies validating product prototypes. Santosh is always interested in developing research method toolkits for research needs of various kinds be it data collection, data analysis or converting data into insights and developing new user experiences.
Recent completed projects in Systems Thinking and Design include Design of next generation Bike Sharing Systems, Design of future Operating Rooms, Redesigning Clinical Trial Processes, as well as designing support for parents with pre-maturely born babies. In prior years Santosh has done UX research in Interactive Media Solutions for the home such as multi-screen (TV + Tablet) content consumption and interactive TV applications. His healthcare research before joining Rush University was in collaboration with University of Chicago’s Operative Performance Research Institute and Institute for Translational Medicine. Santosh holds 10+ patents from USPTO and numerous publications in international conferences like ACM SIGCHI, IASDR and ACM TVX.

Steve Lindsey
Steve Lindsey, MBA, Banner Health
Session: Chatbots Improve Patient Experience In Unexpected Settings and Surprising Types of Patients
Steve Lindsey, MBA, is the Program Director of Operations for the Banner Innovation Group within Banner Health. He is responsible for designing, building and implementing innovative solutions that improve the overall experience for consumers and clinicians. Prior to joining Banner Health, he was a management consultant working with clients throughout North America to improve their overall processes through the optimization of their software applications. He holds an MBA from Grand Canyon University, and a BS in Management Information Systems and Public Communications from the University of Idaho. In his spare time, he enjoys spending time with his family, and coaching high school wrestling in Phoenix, AZ.

Leigh Simmons
Leigh H. Simmons, MD, Harvard Medical School
Session: Shared Decision Making Goes Digital—Keys and Pitfalls to Success in Moving Analog Success to Digital Success
Leigh Simmons, MD, is an internal medicine physician at Massachusetts General Hospital and assistant professor of medicine at Harvard Medical School.
She is the Medical Director of the MGH Health Decision Sciences Center where she studies the use of decision aids to help patients and clinicians in the shared decision making process. Simmons develops and conducts training of physicians and staff in communication skills focused on improving decision making with patients. Her clinical practice is with the Internal Medicine Associates at Massachusetts General Hospital. In addition to her clinical and research interests, Simmons is a medical student educator and directs the internal medicine clerkship for Harvard Medical School students at Massachusetts General Hospital.

Lisa Ravindra
Lisa Ravindra, MD, Rush University Medical Center
Session: Perfecting E-Visits
Lisa Ravindra, MD, is a clinical informaticist and the physician champion for virtual care at Rush University Medical Center. Her oversight has been critical in creating clinically effective telemedicine programs including E-Visits and video visits. Alongside this advisory position, Ravindra is a primary care physician focusing on preventative care. After transitioning from Rush’s Oak Park location, she has spent the last three years launching a new outpatient clinic, Rush River North.
Ravindra completed her Internal Medicine residency at Loyola University Medical Center and University of Cincinnati Medical Center. She holds a medical degree from Wright State University, a magna cum laude Bachelor’s in business administration from James Madison University and a pre-medical post-baccalaureate from Pennsylvania State University.

Justine Humber
Justine Humber, Rush University Medical Center
Session: Perfecting E-Visits
Justine Humber is currently the lead project manager for virtual care in Rush University Medical Center’s Office of Ambulatory Transformation. In this role, Justine focuses on the technology and processes that transform ambulatory care, particularly as related to telemedicine. Over the past two years, Justine has planned, launched and supervised 10-fold growth of Rush’s asynchronous E-Visit program. Her research around E-Visit audiences and clinical outcomes has been crucial in establishing the direction and importance of the program at the organization. Her other recent telehealth projects include post-operative video visits, virtual second opinion, as well as primary and specialty care video visits.
Beyond her current role, Justine also has experience as a project manager in several clinical specialties, including OBGYN, and was previously a licensed nursing home administrator. She holds a Bachelor’s in Health Systems Management from Southern Illinois University and is expected to obtain her Master’s in the same subject from the College of Health Sciences at Rush University in spring 2020.

Albert Chan, MD
Albert Chan, MD, MS, Sutter Health
Session: Solving the Last Mile: Sutter’s Approach to Digital Transformation
Albert Chan, MD, MS, serves as Chief of Digital Patient Experience, leading digital transformation efforts at Sutter Health. Chan leads an omni-channel digital patient engagement and virtual care strategy including leadership of Sutter’s patient portal My Health Online, telemedicine and artificial intelligence-powered solutions. As executive pacesetter of Sutter’s patient access initiatives, Chan is leading the modernization of its scheduling practices and navigation of healthcare services. As a primary care physician, he provides clinical leadership for the development and translation of innovative partnerships into practice. Chan has received numerous honors including the Epic PAC Academy Award, awarded annually by the Epic electronic health record community, and international recognition as a Fulbright Specialist and a 2017 Eisenhower Fellow, one of 20 U.S. citizens chosen for membership into a global network of leaders.
Chan earned a BS in biological sciences with honors from Stanford and an MD from the University of California, San Diego. After completing residency and chief residency in family medicine, Chan concurrently completed fellowships in biomedical informatics at Stanford and family medicine research at the University of California, San Francisco. Chan is an adjunct professor at the Stanford Center for Biomedical Informatics Research.

Shonda Vink
Shonda Vink, Ohio State University Wexner Medical Center
Session: Epic Bedside—Path to Success in Across the Board Improvement in Patient Experience
Shonda Vink is an advocate for patient participation in their health care and has focused her career on engaging patients through the use of technology. At The Ohio State University Wexner Medical Center, she has led many patient-facing initiatives, including the development of a mobile application, MyHealth, the integration of patient facing educational content, and most notably, the implementation of Epic’s MyChart Bedside, where OSU was the first academic medical center to adopt this technology beginning in 2013. Shonda has sought to demonstrate the value of patients actively participating in their care through the analysis of patient satisfaction scores, patient interviews, and assessing clinical outcomes. She has authored or co-authored several publications and presentations about patient engagement through the use of patient portals.

Jordan Dale
Jordan Dale, MD, Rush University Medical Center
Session: Epic Bedside—Panel Discussion
Jordan Dale, MD, is an associate CMIO and practicing physician in hospital medicine at Rush University Medical Center. Dale has been involved in EHR implementations and optimization for over 10 years across the Rush University System for Health and is board certified in Clinical Informatics as well as Internal Medicine. In his role as associate CMIO, he is focused on how technology can empower our care teams, including patients, and facilitate delivery of exceptional care across the Chicagoland area. Dale received the Irwin Press Patient Experience Research Award in 2018 to study how the utilization of MyChart Bedside could improve the hospitalized patient’s experience at Rush University Medical Center.

Francis Fullam
Francis Fullam, Rush University Medical Center
Session: Patient Satisfaction, Experience, Compliance and Engagement—Converge to Success or Diverge to Failure?
Mr. Fullam enjoys research, teaching and education on patient experience (PX). Research interests on PX have covered topics of reducing lawsuits; impact of HCAHPS; improving doctor-patient communication; the effect of the built environment; opioid crisis and pain. He began working with the Picker Institute in 1989 at University of Chicago Hospitals and led the University HealthSystem Consortium effort to develop the proto-mail version of HCAHPS based on the original telephone version. He established the first graduate course on PX at an academic medical center in 2015. He is co-author of a chapter on patient surveys in, Handbook of Health Survey Methods, John Wiley & Sons, 2014. He is a frequent journal reviewer and national speaker on PX. BA, Colgate University; MA, University of Chicago. Assistant professor, Health Systems Management, Rush University @francis_fullam

Bradley Crotty
Bradley Crotty, MD, Medical College of Wisconsin
Session: App that Connects Patients and Providers in New Ways
Brad Crotty, MD, is assistant professor of medicine at the Medical College of Wisconsin. He serves as a clinical leader in the health system’s innovation group known as Inception Health and also conducts research in healthcare delivery science.
His scholarly work is in the area of clinical informatics with a special focus on developing innovation in healthcare, especially patient-facing informatics and technology. His work centers on collaboration technology to enhance patient experience and care. He uses a mixed-methods approach to answer many research and improvement questions, and have experience in both quantitative and qualitative methods, and user-centered design.
He is a graduate of Harvard Medical School and the Harvard Chan School of Public Health. He is board certified in both internal medicine and clinical informatics.

Christopher Salisbury
Chris Salisbury, University of Bristol (UK)
Session: Does the NHS London ‘Babylon GP at Hand’ Service Represent the Future of Primary Health Care?
Chris Salisbury is a professor of primary health care at the University of Bristol, and a National Institute for Health Research senior investigator (one of the leading health researchers in England). He has published five books and over 230 research papers on how to improve provision of primary care. He has conducted several high-profile evaluations of new models of care, including new out-of-hours arrangements, National Health Service walk-in centres, telehealth for chronic disease management, and the potential of digital consultations. He currently focuses on how health care should address the growing number of people with multimorbidity, including leading a trial of the 3D intervention (Lancet 2018). In December 2018 Salisbury gave the prestigious James Mackenzie lecture at the Royal College of General Practitioners, entitled ‘Designing health care for the people who need it’.