Annual Conference Day 2: Elevating the Patient Experience of Care

Date: Friday, October 28, 2022

Time: 9 a.m. to Noon

Available Credits: 3 CEUs (1.5 Ethics CEUs Available for Part 2)

Cost per Registrant: $150 (Non-members), $75 (Members) Enter the member discount code at checkout to receive the reduced rate. Need the code? Send an email to Brenna Whiteside at

Speakers: Jake Poore, President and CEO, Integrated Loyalty Systems; Melissa Crum, PhD, CEO, Mosaic Education Network



Part 1: The Power of Connections | 9 a.m. to 10:30 a.m.

In the first half of the day's programming, nationally recognized health care speaker and customer experience coach Jake Poore will explore how considering the patient's experience of care and thinking about their interactions with an organization can improve outcomes for everyone involved. For many, healthcare today is chaotic and exhausting. With all the uncertainty, leaders face employee burnout, turnover, and a workforce dealing with mental health challenges. Despite all this change and turbulence, what can behavioral health practitioners do to become better caregivers, partners, or transformational leaders? To not just survive, but thrive? It’s all about trust, and trust comes when we make connections with our teams and patients. Participants will leave this session with an increased understanding of how to improve the patient experience and patient outcomes through employee engagement. 

A former customer experience trainer for the Walt Disney World Company, Jake Poore has advised some of the nation's most respected health care organizations—including Kaiser Permanente, the Mayo Clinic, Cigna Medical Group, and the National Rehabilitation Hospital—on how to improve their patients' experience of care. Using humor, authenticity, storytelling, and more, Jake helps organizations elevate the human side of health care. Learn more about Jake Poore.

Part 2: The Patient Experience: Diversity, Equity & Inclusion  | 10:30 a.m. to Noon

During the second half of the training, participants will learn how to create a more inclusive patient care environment from Dr. Melissa Crum, a certified diversity and inclusion practitioner and CEO of the Mosaic Education Network. This session will explore how organizational culture related to diversity, equity, and inclusion impacts staff and patients and review strategies for how to create an environment that promotes engagement and healing for everyone. It is important to understand how patients' varied identities affect their experience in behavioral health treatment and considerations providers should be aware of to create optimal treatment environments. This training will discuss the impact of workplace culture on the employees of and patients seeking treatment from behavioral health organizations. Participants will gain a better understanding of how implicit bias can impact the treatment environment, patient engagement, and patient outcomes and how to make improvements. Learn more about Dr. Melissa Crum.


  • Participants will understand the impact of employee burnout on the patient treatment experience.
  • Participants will learn tools to develop a plan for improving the patient treatment experience.
  • Participants will understand how workplace culture impacts behavioral health professionals and the patients treated in behavioral health organizations.
  • Participants will understand implicit bias and other barriers to creating equitable, diverse, and inclusive treatment environments.
  • Participants will be able to identify considerations to create more welcoming and inclusive environments to meet the needs of diverse populations.

Attendance, Registration, and Pricing Details

All 2022 Annual Conference training sessions will take place virtually via GoToWebinar. There is no in-person attendance option. Attendees may not share webinar login credentials. Using another attendee's login link and credentials will disqualify one from receiving CEUs.

After registering via GoToWebinar, participants will receive a link for the individual session at the email address they used to sign up. If you do not receive this email, please check your spam/junk folder and contact Brenna Whiteside, as necessary. Attendees must attend the webinar using the unique link generated for them by the GoToWebinar service to qualify for CEUs.

Attendance for each session will be taken electronically using reports from GoToWebinar. To qualify for CEUs, attendees must attend through the GoToWebinar web service or app. Taking part by telephone only will not qualify one for CEUs. Guests who arrive late or leave early may only be eligible for partial credit. The Ohio Council's attendance requirements are determined by relevant state licensing agencies. Conference webinars will not be recorded.

Sessions are priced individually as marked at member and non-member rates. Members will be sent discount codes to secure member rates at the time of registration. Attendance fees are payable at the time of registration. Please note that due to fixed costs associated with the 2022 Annual Conference, session registration fees are non-refundable.

Registrations are transferable to other staff members within one's organization with advance notice. To do this, please send an email to Ohio Council Administrative Assistant Brenna Whiteside at at least one week before the session is scheduled to begin. Please include the full names, titles, license numbers, and contact information of the original registrant and the person to whom the registration is being transferred. Please note that due to demands on our team related to the Conference, The Ohio Council cannot guarantee that last-minute transfer requests will be processed in time to be counted present for the training if requests are not made in a timely manner. Please allow at least at least 5 business days to process registration transfers.