2013 Conference Highlights
The 2013 Press Ganey National Client and Executive Leadership Conferences were held Nov. 18-20 at the World Center Marriott in Orlando, Fla. The theme for this year’s conference was “A Voice for Every Patient.” CEO Pat Ryan opened the event with a dramatic and heartfelt “Thank You” to the 2,100 health care professionals in attendance, after which he introduced a video highlighting the extraordinary efforts made by health care providers in the face of unimaginable tragedy. The video paid tribute to the individuals and organizations directly affected by several recent catastrophes, including the Boston Marathon bombing, the fertilizer plant explosion in West, Texas, Hurricane Sandy in New York and New Jersey and the tornadoes that tore through Moore, Oklahoma.
Ryan noted that any day could be “that day” and thanked Press Ganey clients – those present as well as those unable to attend – for the passion and commitment that propel them every day to deliver the best care possible, even when the cameras aren’t rolling and the stories do not make national news.
As a further gesture of gratitude, Ryan announced that, in the spirit of “paying it forward,” 80 client facilities would receive a delivery of pizzas that day to recognize and appreciate their continued dedication to patient care.
Ryan also applauded the tremendous efforts of client organizations, noting that together with Press Ganey, they are changing the dialogue in the industry. In giving every patient the opportunity to be heard, and elevating the voices of physicians and employees, Press Ganey and its partner organizations are redefining and transforming the patient experience.
2013 PRESS GANEY INNOVATION AWARD
Chris Van Gorder, President and CEO of Scripps Health, was announced as the recipient of the 2013 Press Ganey Innovation Award. Presented annually, the award recognizes individuals or organizations that have transformed the patient experience, repeatedly pushing boundaries and acting on opportunities to improve the care experience. Press Ganey President Joe Greskoviak presented the award, describing Van Gorder as a passionate and influential leader who engages employees and fosters a patient-focused culture.
The roster of keynotes was truly impressive. Each speaker provided a unique perspective and broadened the dialogue around the current and future state of health care.
Jillian Michaels, perhaps best known as the tough life coach and trainer on TV’s Biggest Loser, revealed a softer side to the audience. She kicked off Monday afternoon with a motivational address, urging attendees to take care of themselves so they can have the physical and emotional strength to take care of others. Caregivers are known for their heroism and sacrifice, she said, but to rise to the challenges they face every day, they must save some of their healing energy for themselves.
On Monday evening, the Former Secretary of State Hillary Rodham Clinton captured the attention of attendees when she cited the critical role good data play in improving health care. She stressed that health care leaders must pay attention to trend lines, not headlines. In an informal interview in which the former Secretary of State fielded questions from attendees, she responded candidly on a broad range of topics, from the most difficult decision she has ever made to the coolest thing about Air Force One.
Dr. Atul Gawande, a practicing surgeon, health care visionary and recipient of a MacArthur Fellowship, shared stories of his own interactions with patients to illustrate the increasing complexity of health care and the necessity for all care providers to work collaboratively. Acknowledging that mistakes are inevitable, he noted that the defining difference between a good health care organization and a bad one is how it reacts when things go wrong.
2013 Press Ganey Award Winners
During the annual Awards Lunch, Press Ganey announced its 2013 award-winning health care organizations. More than 400 institutions across the continuum of care were recognized for their efforts and performance achievements around improving the quality and safety of patient care, providing a positive and collaborative environment for employees and physicians, and delivering exceptional patient experiences.
The pavilion was a central gathering place for attendees to meet Press Ganey subject-matter experts and learn more about solutions and recent innovations to help clients improve the entire patient experience. In addition, the conference mobile app included downloadable resources for the solutions highlighted at each information station.
More than 80 breakout sessions provided conference attendees a fantastic opportunity to learn from and with peers. Sessions highlighted best practices on key health care issues, as well as case studies and success stories from a cross section of client organizations. Health care professionals across the continuum of care gathered actionable insights and strategies to improve the patient experience. Seventy-eight sessions were eligible for continuing education credits, which was a tremendous benefit to the many clients pursuing professional development and certifications.
Contact us for more information about the Press Ganey National Client Conference.