Clinical models enhancing patient outcomes and experiences



Wednesday 11 September


Session description:

Healthcare leaders continually strive to enhance the patient experience and outcomes. This session explores different projects innovating within care models, all based on patient-centred approaches.

Featured presentations:

  • New multidisciplinary and person-centred approach to chronic pain (Dr Natalia Allué)
  • Creating actionable strategy across the outpatient continuum to improvement patient experience (Ms Christine Cunningham)
  • Reduction of the unscheduled outpatient visits by appropriate outpatient slots management
  • Real-time patient feedback and patient experience improvement
  • Treatment of resistant depression on an outpatient basis with subcutaneous ketamine infusion (Ms Valéria Pereira Silva)
  • Enhanced patient safety culture and moving towards a safe, informed and learning organization about the patient’s safety: A multi-component program (Dr Ghassan Watfa)

Chair: Ms Claire Clarke, Director of Healthcare Engagement, GS1, UK



Wednesday 11 September


Chair and Speakers

Ms Claire Clarke

Director of Healthcare Engagement, GS1, UK

Claire Clarke, Director of Healthcare Engagement at GS1, is dedicated to ensuring patients receive the safest possible healthcare. With over 25 years of experience as a senior nurse leader, Claire has a deep understanding of healthcare systems and their complexities. She has successfully led teams through transformational business changes, resulting in excellent performance and outstanding care delivery. Claire is a strong advocate for using global standards to eliminate errors in healthcare systems. She fosters an open environment, encouraging innovation, accountability, and professional integrity among her teams.

Dr Natalia Allué

Medical Director, Fundació Sanitària Mollet, Spain

Dr Natalia Allué is the Medical Director of the Fundació Sanitària Mollet. She is a specialist in Preventive Medicine and Public Health with extensive experience in data analysis and clinical management. She has experience in Health Management focused on the analysis of databases, clinical documentation, dashboards and the creation of indicators always linked to the improvement of healthcare quality.

She is enthusiastic about continuous improvement, methodology and quality, always seeking to add value. She likes multidisciplinarity and teamwork. She has always worked surrounded by people with diverse and varied profiles, considering that they are basic pillars for good management.

She complements her work with a teaching role at the university, serving as an adjunct professor in Medicine and a Master of Clinical Management. Dr Natalia Allué was a student of the YEL 2022 cohort and current YEL ambassador at present. She currently serves as an international contact for the Unió Catalana d’Hospitals (Spain) being a link with International Hospital Federation.

Ms Christine Cunningham

Chief Experience Improvement Officer, El Camino Health, USA

Ms Christine L. Cunningham, CPXP, MBA is currently the Chief Experience Improvement Officer at El Camino Health. In her current role, she is responsible for Patient Experience, Spiritual Care and Healing Arts, Interpreter Services, Volunteer Services, and the Call Center. Her role is to purposefully develop and implement strategies designed to promote the organization’s evolution towards a more patient/family-centered culture while maintaining focus on the team and staff experience. Christine is committed to ensuring an extraordinary human experience; this includes patients, families, caregivers, and all staff.

Prior to El Camino Health, Christine was the founding employee for the Office of Patient Experience at Stanford Children’s Health – growing the team and responsibilities during her tenure and was instrumental in the planning and visioning of the opening of the new Children’s Hospital.

In addition, Christine started her career in the medical device industry acting as Vice President of Marketing, Customer Service, and Business Development for various companies in the Bay Area.

Ms Valéria Pereira Silva

Psychiatrist, Hospital Universitário Polydoro Ernani de São Tiago, HU - UFSC, Brazil

Valéria Pereira Silva, psychiatrist, graduated in medicine from the Federal University of Santa Maria, residency in psychiatry at the Hospital de Clínicas de Porto Alegre – UFRGS, specialist in analytical psychotherapy from the Centro de Estudos Luís Guedes – UFRGS, psychiatrist at HU – UFSC since 2019.

Dr Ghassan Watfa

Geriatrics Consultant and Director of Excellence Administration, King Saud Medical City, Saudi Arabia

Dr Ghassan Watfa is currently working in King Saud Medical City (KSMC) as a consultant Geriatrician and the Director of Excellence Administration.

As the Past Director of Home Health Care Administration in KSMC and Riyadh Health Cluster one (R1) and the lead of Last Phase (System of Care) in R1, he initiated the Hospital at Home services including infusion therapy (OPAT), TPN, hospice at home, advanced respiratory therapy, advanced wound care, and many more. He initiated and developed geriatric activities by starting Geriatrics and Memory Clinics, and a Multidisciplinary Geriatric Team.

Before joining KSMC, he served as a Geriatrics Consultant for 6 years at the Department of Geriatrics of Nancy University Hospital in France and participated in their clinical and pedagogical activities.

Dr Watfa has an active role in the training of undergraduate and postgraduate students including physicians, nurses, and health-allied staff. He is also a member of the National Scientific Committee of Home Health Care Diploma and of several national and international medical societies. He has authored more than 20 papers published in peer-reviewed international scientific journals and has participated in several international conferences. He has contributed chapters to 2 published books in hypertension management in the elderly.

After the basic medical training, he did his Internal Medicine Residency training in 2007 and Geriatrics specialty in 2010 from Nancy University Hospital. He obtained his Masters in Science from the University of Paris VII in 2008, his Doctorate from the University of Nancy in 2011, and his Master in Management of Health and Social Sector Organisations from the Lorraine University in 2023.