Monday, November 17
2:45 - 4:00p.m.
- Engaging Hearts: How Caregivers Build Meaningful Relationships with Patients & Families
- Global Health Care & Patient Safety
- Lessons From the Mouse: Applying Disney World's Secrets of Success to Your Organization, Your Career and Your Life
- Patient Satisfaction as a Driver in Litigation and How it Can Enhance Your Medical Practice
- The New Frontier in Employee Engagement and Satisfaction
- How to Read & Use Your Reports - Handouts will be available in this session
- Success Story - Children's Hospital at Montefiore Medical Center
- Success Story - St. Tammany Parish Hospital
4:15 - 5:30p.m.
- Deploying Service Excellence and Patient Experience Strategies in a Large, Integrated Health System: What Works, What Doesn't
- Magnet: A Satisfying Journey - no handouts available
- Proven Employee Recruitment and Retention Strategies for the Home Health Setting
- How to Read & Use Your Reports - Handouts will be available in this session
- The Power of Physician Partnerships
- Service, Safety, Quality - Breaking Down the Silos!
- Success Story - Children's Hospital at Montefiore Medical Center
- Success Story - St. Tammany Parish Hospital
Tuesday, November 18
10:15a.m. - 11:30a.m.
- Optimizing Clinical, Patient Satisfaction, and Financial Outcomes in a Growth Environment
- The Power of Wow! Innovating for Exceptional Service
- Three Things That Keep Health Care Leaders Awake at Night
- The Trust Element in the Delivery of Outstanding Customer Service - no handouts available
- Success Story - Baylor Regional Medical Center at Grapevine
- Success Story - Norton Suburban Hospital
12:30p.m. - 1:45p.m.
- Alternative Therapies for Your Retention Headaches
- HCAHPS Current Events
- It's All About Your Leaders
- Resiliency: Change Mastery Skills for a Whitewater World
- Success Story - Baylor Regional Medical Center at Grapevine
- Success Story - Norton Suburban Hospital
- Summit Award Winners - Panel Discussion - no handouts available
2:00p.m. - 3:15p.m.
- Managing Chaos with Confidence
- Now Lead This! Wake Up and Smell the Innovation
- When Consistent Scores Dip - Digging Deeper, Making Hard Decisions & Practical Approaches to Getting Back on Track
- Wired to Connect: Focused Relationship Skills that Promote Extraordinary Service & Increase Patient Safety
- Pay for Performance: The National Landscape
- Success Story - MidState Medical Center
- Success Story - Summit Medical Group
3:45p.m. - 5:00p.m.
- Building a Stronger Patient Safety Culture in a Community Hospital - Key Partnerships for Success
- Cultivating Physician Network Leaders
- The Power of Wow! Innovating for Exceptional Service
- Hourly Rounding: Delivery Results
- Lead Smart: High-Performance Leadership
- Success Story - MidState Medical Center
- Success Story - Summit Medical Group
Wednesday, November 19
9:15a.m. - 10:30a.m.
- Implementing Patient Centered Care Initiatives in the Ambulatory Setting at New York-Presbyterian Hospital
- It IS Easy Being Green
- Safety Coaches: Making Patient Safety a Priority
- Sharing the Wealth
- Smart Teams: Creating Teams That Succeed Together
- Statistics for Patient Satisfaction Data Reporting
- Summit Award Winners - Panel Discussion - no handouts available
- The Yin-Yang of Physician Relations: Uniting forces to Create Hospital Harmony
11:00a.m. - 12:15p.m.
- Engaging Hearts: How Caregivers Build Meaningful Relationships with Patients & Families
- Breaking Down the Silos - Improvement through Integrated Strategies
- HCAHPS Secrets from Top Performers - no handouts available
- Innovation Unit: A Model for Staff Nurses
- Legendary Service at the Ritz-Carlton
- Silence Kills: Seven Crucial Conversations for Health Care
- WOW! We Can Do That!