From May to July 2021

Lectures by internationally renowned people in the patient experience, who will offer, from different angles, new approaches and perspectives for real world implementation.

These conferences will take place between May and July 2021, with presentations in French and English.

All sessions will be held online, from 4 to 6 pm, and will consist of a presentation open to all participants, followed by a debate for which registration is required.

After the completion of each session a report will be produced with key messages from the presentations and conclusions from the discussions, and will be delivered to all registrants.

18th of May – 4 to 6pm
Patients’ expectations as a driver for change

The world of healthcare is undergoing profound changes, whether technological (e-health), scientific (6P medicine) or organizational (network, data). This evolution is leading to a reorganization of the roles and functions of the actors, from patients to public authorities, including health care institutions and physicians. In this perspective, how are patients’ expectations integrated into the system and a factor in its evolution and renewal?


Valérie Kokoszka
Center for Medical Ethics, Catholic University of Lille

25th of May – 4 to 6pm
Care is Human: Transforming the Human Experience for Patients, our Workforce and the Communities We Serve

In this talk, Jason Wolf offers healthcare at its heart is built on a simple premise, we are human beings caring for human beings. This idea is grounded in the reality that what both those who seek care and those who provide it say matters is the relationships they build through listening and communicating clearly, teamwork and respect. The evidence shows that with a commitment to caring and to the human experience provided in every healthcare encounter, healthcare organizations can and will achieve the quality and financial results desired and the loyalty they seek. In the end the humanity on which healthcare is built may be its greatest key to success.


Jason Wolf
President & CEO, The Beryl Institute

1st of June – 4 to 6pm
Involving Patient-Citizen Partners in Research and Care Improvement: Best Practices

You believe that involving patient-citizen partners in research and care improvement is important, but how do you go about it? We will draw on our experience in Switzerland, France and the United States to talk about recruitment, roles and responsibilities, and challenges to overcome in engaging patient-citizen partners. The presentation will be interactive, and we also hope to hear your experiences and plans for the future.


Marie-Anne Durand
Scientific Assistant at Unisanté Lausanne, Researcher at Toulouse III Paul Sabatier University in France and Adjunct Associate Professor at Dartmouth College, USA

Kevin Selby
Assistant Doctor, University Centre for General Practice and Public Health Lausanne

Christine Bienvenu
ePatient, specialist in social media, digital health and patient communities, assistant in communication and research activities. / Department of Epidemiology and Health Systems (DESS) and Department of Vulnerability and Social Medicine (DVMS) – UNISANTÉ / University Institute for Training and Research in Health Care (IUFRS) – CHUV

15th of June – 4 to 6pm
A Call to Redesign Care back into Society: Strategies for creating equitable, proactive and compassionate experiences for all

At The Care Lab we see Care as an equitable, proactive and compassionate experience that must be accessible for all. An essential quality of our everyday life, from birth to death. In this talk I would like to share with you our vision on Care, our design approach and methods as well as selected international case studies that demonstrate bold and collective action to redesign the experience of Care and in doing so, to create a more humane and hope-filled future for us all.


Lekshmy Parameswaran
Care activist, designer & co-founder of The Care Lab

29th of June – 4 to 6pm
Long COVID: a new condition shaped by shared experience and patient activism

According to Callard and Perego (2021), “Long Covid has a strong claim to be considered the first illness to be collectively made by patients finding one another through Twitter and other social media.” In the first few months of the pandemic, people with COVID-19 started to report unexpected persistent and fluctuating symptoms, including in people with initially mild disease. By sharing experiences on social media patients were able to identify other people like them. Through this patient activism the condition of Long COVID emerged and continues to be defined. Once people started using the term #longcovid, it developed a momentum and has established a patient movement which advocates in favour of resources, rehabilitation, research and recognition. The patient groups often include those with professional authority including doctors and academics and public figures experiencing Long COVID themselves. In this talk I will share results from a large study in England, REACT-Long COVID, which combines in depth biological research into disease mechanisms with participatory research with patients to refine definitions and define outcomes.


Helen Ward
Professor of Public Health, Imperial College London, UK

13th of July – 4 to 6pm
The missing link between Patient Experience, Patient Flow and Digital Transformation

Patient Experience, Patient Flow Management and Digital Transformation are three of the challenges that healthcare organizations face. They are interconnected and feed each other. The objective of this presentation will be to discuss how one can take a holistic view integrating these 3 challenges, as well as understand their interdependence.


Joan Barrubés
Director of the Master in Management of Healthcare Organizations at ESADE Business School and Antares Consulting

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