The Patient Safety & Quality Summit

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Summit Description

This one-day event will explore how effective, thoughtful communications can make a noticeable difference in the experience and safety of patients resulting in better patient outcomes. We've all been in situations with patients, colleagues or teams where our communications could have been more transparent and intentional. This summit will weave communications into all sessions and speakers — from human interactions into the workplace to communicating data to tell a story to using an ethical framework to improve communications with individuals, teams, patients and families. Without effective communications you can't drive change, prioritize for success or create a strong culture of care.

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Liz Jazwiec, Creating a Positive Workplace


Have you ever worked with a crab? You know, the type of people that complain about everything, even free food! Then you understand that continuous workplace negativity saps the energy out of an organization and distracts everyone from work and productivity. It is not okay to come to work everyday in a bad mood because the job is hard!  This is the message that Liz Jazwiec will discuss by telling her personal story, laced with her notorious humor and effective tools to manage morale, eliminate victim thinking, and have fun. Using real-life examples and anecdotes from her bestselling book, Eat THAT Cookie! she will provide insights to make positive thinking work for you and the shadow you cast on others. Liz concludes with a straightforward approach to the connection between job satisfaction and success, creating a enjoyable workplace and choosing to be happy.

+ About Liz
Liz Jazwiec, R.N. is an internationally renowned speaker, strategist and author who has shared her passion for leadership, engagement and service with audiences across all industries. She is the award-winning author of the bestselling books Eat THAT Cookie!, Hey Cupcake! We are ALL Leaders, and Service Excellence is as Easy as P.I.E. (Perception Is Everything).  She’s also been a longtime hospital officer who helped raise service scores at Chicago, Illinois’ Holy Cross Hospital from the 5th to the 99th percentile in just a few years. Today, she uses that expertise to inspire other organizations interested in building a culture where excellence is driven by strong leaders and engaged employees. You’re sure to enjoy her creative and viable suggestions for addressing some of the difficult issues facing organizations today.

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Jason Gillikin, Facilitating Success with Ethical Competence

Everyone understands the value of concepts like “change management” and “cultural competence,” but many of our major initiatives still fail because of stakeholder misalignment or outright resistance. An often overlooked skillset – “ethical competence” – can fill the gap. An ethically competent communicator harmonizes competing values, not just competing objectives, and thereby overcomes the pre-rational barriers that thwart success. Attendees will take away a clearer understanding of the seven primary ethical paradigms as well as a deeper appreciation for how those paradigms affect motivation and can be affected, in turn, by alternative communication strategies.

+ About Jason
Jason Gillikin is the principal consultant at Gillikin & Associates, a Michigan-based health care quality consulting firm focused on analytics, population health management and the culture of quality. He’s spent nearly 20 years in the health care industry as a leader in managed care, delivery systems and multispecialty practices. He earned a degree in moral philosophy from Western Michigan University and served for four years as the administrator of a biomedical ethics committee for an academic medical center. He is a former member of the board of directors of the National Association for Healthcare Quality, where he served as co-chair and lead author of NAHQ’s 2018 revision to its code of ethics.

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Ken Rohde, How Effective Are Your Data Conversations?

Every day we work to communicate effectively with our human coworkers, patients and leadership — that’s the domain of our written, verbal and non-verbal communication. In addition to those ‘human’ communication paths, we must also be skilled in sending and receiving important messages with our data. Unfortunately, sometimes trying to figure out what our data is telling us ends up being a frustrating “failure to communicate!” — or even worse, our data is yelling warnings at us that we just don’t hear. Ken's session will discuss how we can improve our ability to use the ‘language of data’ to better communicate within our organization and what we as receivers of data should set as expectations. Attendees will take home a solid, conceptual framework for setting expectations for improving your organization’s data conversations – making them more effective and less frustrating.

+ About Ken
Mr. Rohde is President of KRRohde LLC and senior consultant for The Greeley Company. He brings 38+ years of experience in quality management to his work in health care, manufacturing and nuclear power. Mr. Rohde's roles in performance improvement and project management make him uniquely qualified to assist organizational leaders develop solutions to their toughest challenges. He instructs, speaks, and consults in the areas of effective data collection, analysis, trending and communication; error reduction strategies, root cause and apparent cause analysis, failure modes and effects analysis, process simplification, patient safety evaluation and improvement, change management, corrective action program evaluation and redesign, and human performance evaluations.  Mr. Rohde also specializes in technology-based approaches to preventing human errors and analyzing and managing the overall cost of quality.

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Ryan Bramble, Using Health Information Exchange Tools in Support of Care Coordination

This session will help attendees understand the capabilities of Health Information Exchange (HIE) tools in the care coordination space. Best practices related to sharing of insights, clinical data, and care management enrollment information will be highlighted, along with an overview of the HIE environment in the District and surrounding region. Attendees of this session with leave with an understanding of how your organization can implement and use HIE and ideas for use cases that could be implemented in support of care coordination.
+ About Ryan
Ryan joined the CRISP team as part of the planning project in 2008. In his role, he has served as a Business Analyst, Project Manager, Senior Director of Technology, and now Executive Director of CRISP D.C. In this role Ryan serves the CRISP D.C. board which is composed of District Healthcare leaders that help shape the vision and mission of CRISP efforts in D.C. Additionally, Ryan oversees the product development teams for CRISP.  In this role Ryan leads CRISP’s Point Solutions application development team,  creates and implements multi-region and company-wide roadmaps, and works with vendor partners to plan enhancements and development of new products. Ryan is a Lean Six Sigma Green Belt, has a B.A from Loyola University Maryland and a M.S. from the University of Maryland, Baltimore County.

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Fast-paced, high-impact sessions providing attendees an opportunity to learn about a variety of health care and leadership topics in a short period of time (six, 15-minute sessions).


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Bridging the Communication Gap: The Pivotal Role of a Nurse

Communication is an essential element of quality care outcomes across a patient's care continuum from community to health care facility-based settings. Communication gaps with patients, families, caregivers and providers may yield serious consequences, affecting treatment adherence, medication administration, follow-up care and health care decision making. The registered nurse plays a pivotal role in care communication for provider visits, home visits or in between visits, and is best positioned to be an advocate for patients across settings. Participants in this speed session will be introduced to models for effective clinical care team communication and how some of these strategies can be deployed to avoid communication breaks with all parties involved in a patient's care. Presenter: Yvonne Washington-Turay, DNP, FNP-BC

+ About Yvonne

Yvonne Washington-Turay is a Doctor of Nursing Practice who received her degree from Walden University and is a ANCC Board Certified Family Nurse Practioner. She currently works for the DC Department of Corrections in Washington, DC providing acute chronic intermediary care and evaluating and treating individuals suffering from alcohol and substance abuse disorders. Yvonne is experienced in conducting physical and mental health assessments, infectious disease prevention and acute care management.



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Discussing and Arranging Transport with Patients

The patient care continuum begins before the appointment is scheduled and continues after the appointment.  The health care provider and patient have both successfully agreed to a scheduled appointment, but before the patient’s appointment, he/she needs transportation to get there. Does the health care provider know how the patient is arriving? How the patient is getting back home? Does the provider care about the patient’s transportation needs?  If “care” is the keyword in health care, then the answer should be yes to all of these questions. All patients don't have access to their own vehicle or a reliable family member/friend who can transport them to and from their appointment. A patient’s mode of transportation to and from their appointment should be included in the health care provider’s communication during appointment scheduling. Also, not all appointments are scheduled; what about the emergency trip to the ER? How will the patient return home after their ER visit? This session will discuss questions health care providers should be having with their patients concerning transportation. Presenter: MeChale' Johnson

+ About MeChale'

MeChale' Johnson is the regional director for Southeastrans, a non-emergency medical transportation (NEMT) broker. MeChale' has 12 years experience in transportation in both the public and private sectors, with specialties in passenger safety, driver safety and training, and transportation management.  MeChale' is very passionate about customer service, including advocating for the passenger and the employee, who are customers too.



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Person and Family Engagement: Yesterday, Today and Tomorrow...

Patient- and family-centered care is a collaborative approach to the planning, delivery and evaluation of clinical services. This speed round will explore why patient and family engagement programs may not have worked in the past. Learn how to assess where your organization stands currently with engaging patients and families and how each party can share their knowledge, skills and experiences that can foster innovation in the clinical setting. Presenters: Armando Nahum, Janet Jones and Deneen Williams.

+ About Armando, Janet & Deneen

Armando Nahum is the Director of the Center for Engaging Patients as Partners at MedStar Institute for Quality and Safety. In 2006, Armando and his wife Victoria began their work in patient advocacy and engagement by establishing the Safe Care Campaign after three members of his family became infected in three different hospitals, in three different states in just 10 months, culminating with the death of his son, Josh, 27. The Nahum’s have not only turned their family’s tragedy into a positive tribute to their young son, but Armando’s educational presentations Hospital Associated Infections: What YOU Should Know and Change One Thing, Change Everything inspire hospital administrations and frontline caregivers to remind, provoke and motivate all who work in the continuum of care of their most noble challenge and moral duty to prevent these infections that annually infect more than 1.7 million and kill more than 99,000 patients in the U.S. Armando currently sits on the Georgia HAI Advisory Board and the Georgia Health and Human Services Antimicrobial Stewardship Board. Along with his wife Victoria, Marty Hatlie and Dr. Tim McDonald, Armando has launched the Healthcare and Patient Partnership Institute to effectively train hospitals to achieve the stated goals of CMS’ Partnership for Patients. Armando is a member of MedStar System Patient and Family Advisory Council for Quality and Safety and has been a driving force in establishing Patient and Family Advisory Council for Quality and Safety at each of the 10 MedStar hospitals.

Janet Jones works for Qlarant, the Quality Improvement Organization (QIO) for the District of Columbia and is currently the Task Lead for the Care Coordination task for the 11th Scope of Work (SoW). Janet has worked for the QIO for nine years. Her current responsibilities are working with hospitals and all types of health care providers to form a multi-stakeholder coalition to identify root causes of readmissions and select interventions to address these problems. Janet has also served as the program manager for the Every Diabetic Counts project in the 9th SoW and managed five staff members. Additionally she held the position of director for the Integrating Care for Populations and Communities in the 10th SoW contract with a staff of four. In addition to her nine years of quality improvement work, Janet was a clinical dietitian for 27 years and practiced as a certified diabetes educator for 23 years. She continues to provide diabetes education on a part time basis when there is an opportunity. 

Deneen Williams is a woman of many talents. Creative and driven, there is absolutely nothing that holds her back when she is determined to make something happen. Deneen has always been able to see a need, fulfill it, and achieve her dreams. In her career, and life, she puts both her analytical and creative “brains” to expert use. She loves and finds joy in creating unique products and services that serve and delight others. As an entrepreneur, she has created products and services working as a technologist, and inventor. Deneen is also a proven visionary and strategic leader, with a proven track record for delivering quality service, motivating diverse teams, and executing programs and projects in various industries throughout the federal government and private sector. Originally from South Carolina, she holds a Bachelor’s Degree in Management Science from the University of South Carolina. She earned a Master’s in Science Degree in Management Information Systems from Bowie State University. As a results-driven information technology (IT) and program management professional, she possesses more than 30 years of experience transforming everyday business needs into practical solutions. She has held strategic positions at small, mid-size, and large businesses including IBM, PricewaterhouseCooper, Booz Allen Hamilton, CGI Federal, Creative Business Solutions, Priwils, Inc. (CEO), and Helena Deneen (CEO). In addition to her business pursuits, Deneen is also a leader in her community. She is Co-leader of the AQIN-DC Beneficiary and Family Advisory Council, Patient Advisor to the DC/MD QIO since 2011, Missionary Board Member in the AME church; Top Ladies of Distinction, Status of Women Chair, and a member of other community organizations.

Medication Reconciliation Across the D.C. Community to Optimize Patient Outcomes

Recognizing and identifying medication errors is encouraged by all health care providers and organizations at various points in a patient’s coordination of care journey. The intent is to avoid various types of errors that can occur. However, this process is not the easiest. This session will explore and discuss what we all can do to improve the process in the D.C. area and decrease adverse drug events. Presenters: Jennifer Thomas, Abiy Getahun & Eujin Ahn

+ About Jennifer, Abiy & Eujin


Dr. Jennifer Thomas serves as the Qlarant project manager for medication safety projects for the District of Columbia Atlantic Quality Innovation Network-Quality Improvement Organization. Her work entails collaboration across multiple aims where medication issues are relevant including: antimicrobial stewardship and HAI reductions, falls prevention, reducing antipsychotic use in nursing homes, improving immunization rates and medication reconciliation and ADEs in transitions of care. Dr. Thomas is an active member of several professional pharmacy state and national organizations and participates in the Pharmacy Quality Alliance (PQA) quality measure development workgroup, and is current Co-Chair of PQA Stakeholder Advisory Panel B. She is a member of the ImmunizeDC Coalition and Chair, ImmunizeDC Special Projects Committee. She is the Co-Chair, Antimicrobial Stewardship Subcommittee, DC Healthcare Acquired Infection Advisory taskforce. She Chairs the  Maryland Pharmacist Association Health Information Technology/Exchange workgroup and coordinates a community pharmacist pilot access project to the health information exchange, CRISP, for eight pharmacies including one DC community pharmacy. Dr. Thomas received her Doctor of Pharmacy degree from Auburn University and completed post-doctoral residency and fellowship training.

Dr. Abiy Getahun, PharmD. is the Care Transitions and Emergency Department Pharmacist for George Washington University Hospital and leads the medication reconciliation quality improvement initiative incorporating pharmacy student interns as integral members of the team. He is responsible for compiling reporting results for internal hospital medication safety and quality meetings and has presented results of the GWUH medication reconciliation QI project during the 2017 American Society of Health-System Pharmacists Mid-year meeting. 

Eujin Ahn, PharmD. is a Shenandoah University graduate who had an opportunity to work with Dr. Getahun in the medication reconciliation quality improvement initiative during her last year rotation at George Washington University Hospital. She developed the GWUH Care Transitions medication review on discharge forms and documentation. Since then, she realized the importance of medication reconciliation and grew her passion for medication reconciliation for patient safety. 

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Driving Sustainability in Infection Prevention: Lessons Learned from the AHRQ Safety Program for ICUs

The George Washington University Hospital and Howard University Hospital will share their experiences as participants in the AHRQ Safety Program for ICUs: Preventing CLABSI and CAUTI. The program centers around the Comprehensive Unit-Based Safety Program (CUSP) model. CUSP is a method that can help clinical teams make care safer by combining improved teamwork, clinical best practices, and the science of safety. At the center of CUSP is a strong commitment to enhancing communication among the care team to ensure achievement of desired health outcomes. This program provided the opportunity for both hospitals to examine better methods of engaging leadership, drive improvements through data sharing and promote a culture of safety within the ICU and beyond. Each hospital will share their performance improvement journey, lessons learned, and showcase their plans for continued sustainability. Presenters: Angella Browne and Melissa Eades

+ About Angella and Melissa
Angella Browne, BS, MT (ASCP), MBA, CIC  is co-chair of the DCHA Infectious Disease/Infection Prevention Committee, serves as the Infection Control Officer at Howard University Hospital in Washington DC. Angella Joined the Infection Prevention team in 1999 and has served as the Director of Infection Prevention since 2000 with duties to develop policies and programs that prevent health care acquired infections and that promote patient safety. Angella has been certified in Infection Prevention since 2001 and is a member of the District of Columbia Association for Professional in Infection Control and Epidemiology (APIC) chapter where she currently serves as the 2019 President.


Melissa Eades, RN has served as The George Washington University Hospital Intensive Care Unit (ICU) Nurse Manager for the past 16 years. She served as the ICU Nurse Lead for the AHRQ Safety Program on behalf of her facility. She leverages her frontline nursing expertise and desire to connect with like-ICUs across the region in pursuit of performance improvement opportunities and best practice identification.  During a recent DC Healthcare-Associated Infection Advisory Committee meeting, Ms. Eades presented on the GWUH action plan for a Catheter-Associated Urinary Tract Infection (CAUTI) reduction initiative. 



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Creative Solutions to Enhance Patient Care

This session will highlight St. Elizabeths Hospital Rehabilitation Services Team and the creative solutions implemented to enhance patient care and promote a culture of safety. The mission of Rehabilitation Services is to provide the highest quality of integrated, recovery-based, culturally competent restorative therapies and therapeutic support for individuals in care at St. Elizabeths that use best practices and facilitate reintegration in the community. Hospitals that promote inclusiveness and acceptance foster recovery and resiliency in individuals with serious mental illness. This approach supports individuals as they transition from inpatient care to full involvement in their communities. Rehabilitation Services staff are responsible for assessment, orientation and provision of direct treatment services to individuals in care that are designed to stabilize and improve functional level, promote safety, respect, recovery and restoration and comply with mandated standards. Presenter: Crystal Robinson
+ About Crystal
Crystal Robinson, MT-BC serves as the Director of Rehabilitation Services at Saint Elizabeths Hospital within the Department of Behavioral Health in Washington, DC.  She has served in this role for over 10 years and have been employed at the hospital for over 29 years.

Continuing Education Credits


Accreditation Statement: This activity has been planned and implemented in accordance with the accreditation requirements and policies of the Accreditation Council for Continuing Medical Education (ACCME) through the Joint Providership of Washington Regional Transplant Community (WRTC) and the District of Columbia Hospital Association (DCHA). WRTC is accredited by the ACCME to provide continuing medical education for physicians.

Credit Designation: WRTC designates this Live Activity for a maximum of 5.5 AMA PRA Category 1 Credit(s)™. DCHA has applied for 5.5 credits. Physicians should claim only the credit commensurate with the extent of their participation in the activity.

Statement: Washington Regional Transplant Community (WRTC) is a provider approved by the California Board of Registered Nursing for possible 5.5 CNE contact hours.