Plenary Speakers

Dr. Brian Goldman: Lost and Found: An ED Physician's Personal and Professional Search for Kindness

08:45 – 09:30
Room: TELUS Exhibit Hall E

Dr. Brian Goldman has a long (and mostly) successful career setting broken bones and treating pneumonia. He always believed that caring came naturally to physicians. But time, stress, errors, and heavy expectations left him wondering if he might not be the same caring doctor he thought he was at the beginning of his career. In Lost and Found, Goldman explores the personal, professional and system factors that cause empathy and kindness to be short supply in the ED. He takes the audience on a trip around the world and inside his own brain and personality to find the kindest people and robots on the planet, and rediscover his own lost compassion.

Delegates who attend Dr. Goldman’s speech will learn:

  1. The definition and the three main components of empathy.
  2. Factors in the health care system that reduce an emergency health professional’s capacity for kindness.
  3. The role shame about medical errors plays in reducing the empathy.
  4. Ways to increase empathy in the ED.

The Best of Canadian EM Research – The Top 4 Abstracts

Moderator: Dr. Andrew McRae
08:30 – 09:30
Room: TELUS Exhibit Hall E

Dr. Jeffrey Perry
Grant Innes Research Paper and Presentation Award Winner
1st plenary presentation
Multicentre before-after implementation study of the Ottawa subarachnoid hemorrhage strategy
Dr. Stephen Freedman
Top Pediatric Abstract Award
2nd plenary presentation
Probiotic Regimen for Outpatient Gastroenteritis – Utility of Treatment (PROGUT) Study: A Multicenter Randomized Controlled Trial
Mr. Akram Mokhtari
Top Medical Student Research Abstract Award
3rd plenary presentation
Prophylactic administration of diphenhydramine to reduce neuroleptic side-effects in the acute care setting: a systematic review and meta-analysis
Dr. Alyssa Ness
4th plenary presentation
Effectiveness of hospital avoidance interventions among elderly patients: a systematic review

Mr. Richard Bartrem: Building a Customer Service Culture in Healthcare

08:30 – 09:30
Room: TELUS Exhibit Hall E

Customer service is a make-or-break issue for companies and organizations of all sizes, and Canada’s

WestJet has got it down to a science. Based in Calgary, WestJet has been ranked among the top three brands in the country for the past five years and has received countless customer service awards since its founding in 1996. How do they do it?

To find out, join WestJet’s Vice-President of Marketing Communication, Richard Bartrem, to learn the secrets to WestJet’s success and how the airline maintains a loyal guest base.


Richard is the Vice-President, Marketing Communications at WestJet. His responsibilities include external communications, public relations, social media, sponsorship, community investment and creative services. He joined WestJet in 2005 as Director, Brand and Communications. Richard began his career with Unilever in 1988 where, over the next twelve years, he held a variety of sales and marketing positions in Montréal, Halifax, Calgary and Toronto. Richard left Unilever in 2000 and spent five years working for Astral Media in television in Toronto and was responsible for marketing for The Movie Network and Mpix brands. A native of Montréal, Richard now resides in Calgary with his wife and two children. His favourite WestJet destination is Maui and he loves the free snack mix on board the plane!

Dr. Jeffrey Kline: Clinical Wisdom Springs from Cognitive Empathy

09:15 – 10:05
Room: TELUS Exhibit Hall E

The lecturer will describe what he has learned about diagnosis in emergency care in the past 25 years as an emergency physician and researcher. The talk describes a personal  and philosophical shift from creating research success, toward creating humanism in how emergency physicians generate diagnostic hypotheses.  In particular, the talk describes how weak empathy can be a root cause of diagnostic error (which includes failures as well as over testing) and a focus on what we can do at the bedside to improve empathy to reduce cognitive error.

Delegates who attend Dr. Kline’s session will be able to:

  1. Define intuitive diagnostic hypothesis generation including its magnitude of effect on decision making and time required.
  2. Describe one way to enhance patient perception that you are an empathic doctor
  3. Describe the relationship between empathy failure and faulty diagnostic hypothesis generation

Dr. Jeffrey Kline received his MD from the Medical College of Virginia, and then did an emergency medicine residency followed by a research fellowship the Carolinas Medical Center. He now serves as Vice Chair of Research in emergency medicine and a professor of physiology at Indiana University School of Medicine. He is the present Editor In Chief of Academic Emergency Medicine. His research interest focuses on blood clots, the people who have them, and the people who diagnose and treat them.

In the area of diagnosis, Kline’s main interests are in intuitive decision making, pretest probability and capnography to reduce medical imaging. His human treatment research includes mechanisms of resistance to fibrinolysis, use of the cyclic guanosine monophosphate signaling pathway to overcome pulmonary vasospasm and platelet hyperactivation during PE.  His laboratory work focuses on mechanisms and treatment of acute pulmonary hypertension and platelet hyperactivation from pulmonary embolism. He is the cofounder of Indian Lysis Technologies LLC, a company that seeks to translate nanoparticle-delivered plasmin for clot lysis into clinical use.