Breakout Sessions

Monday, Nov. 12

2:45 – 4:00 p.m.

• Be Nice or Go Away (Bowe)
• Create and Sustain an Engaged Employee Culture That Sets the Stage for an Emotionally Engaging Patient and Family Experience (Carty)
• Emory University Hospital's Bedside Shift Report Bundle (Kamke/Gray/Hill)
• HHCAHPS: The Road to Improvement at Wheaton Franciscan Home Health & Hospice and Best Practices for Top Performers (Kodrich/Toul)
• Improvement Portal^SM for Advanced Users (Press Ganey Faculty)
• Incorporating the Patient Experience into Physician Compensation (Hayworth/Brouhle/Lester)
• Raising the Bar Even Higher: Building a Framework to Provide an Unsurpassed Patient Experience (Wu/Goldberg/Lo Basso/Slawitsky)

Tuesday, Nov. 13

10:30 – 11:45 a.m.

• Employee Satisfaction: A Roadmap to Success (Costella/Neuendorf)
• Every Patient, Every Time (Smith/Bates/Jordan)
• From 30th Percentile to 99th Percentile: How Non-clinical Call Center Staff Played a Critical Supporting Role (Pulliam/McAshan/Rosdahl)
• Going Global: Using Quality and Service to Attract Medical Tourism (Hiranand/Thomas)
• Improvement Portal^SM for Advanced Users (Press Ganey Faculty)
• Improving Patient Experience and Flow in the Medical Practice (Dempsey/Long)
• Score Big … One Goal at a Time (Rabideau/Romano)
• Shared Accountability: A Path to Sustained Core Measures Achievement (Willson/Toney)

1:45 – 3:00 p.m.

• Bringing Compassionate Care to Life with Schwartz Center Rounds^® (Rosen/Chapman/Rodis)
• Case Study: Using Client Satisfaction Analytics to Influence Home Health Care Outcomes (Cassidy/Fassino)
• Employee Engagement: Our Two-Year Journey (Cannata/Ferrelli/Green)
• Growing the Seed: From Concept to Culture (Bayes/Hansen)
• Introduction to the Improvement Portal^SM (Press Ganey Faculty)
• Panel of Early Adopters: Accountable Care Organizations (Press Ganey Faculty)
• The Science and Art of Improving Flow and Operations (Privett/Rush)
• Statistics for Patient Satisfaction Data Reporting (Mylod)

3:30 – 4:45 p.m.

• Bottoms Up: 25 Strategies to Transform ED STAT-isfaction! (Pedersen/Mirarchi)
• A CEO's Journey to Champion Patient Satisfaction Within the Post-acute Experience (Yosko)
• eSurvey: A Transformational Tool to Improve Medical Practice Patient Experience (Daniels/Miller)
• Improvement Portal^SM for Advanced Users (Press Ganey Faculty)
• Leading for a Trifecta: Top Performance in Patient, Employee and Physician Satisfaction (Foster/Green)
• Lose the Wait: Emergency Department Throughput Transformation at Scripps Health (Zachry/Burnell)
• Reducing Admissions Following Unscheduled Returns to the Emergency Department: A Daunting Challenge (Mujumdar)
• Spinning Plates: Managing the Payment Reform Challenge (Buhlman)
• Taking the Time to Understand What Customers Want Pays Off (Dederer/Jackson)

Wednesday, Nov. 14

8:30 – 9:45 a.m.

• CGCAHPS: Are You Ready? (Riskind/Schwab)
• Improving the Emergency Center Experience: We Are All Accountable (Murray/Arias/Meredith/Ward)
• Introduction to the Improvement Portal^SM (Press Ganey Faculty)
• Patient Experience Today and Tomorrow: Comprehensive HCAHPS Update (Cunningham)
• Physician Partnership: Worst to First, and How We Got There (Long)
• Summit Award^® Panel Discussion
• The University of Patient Satisfaction (Scarborough/Duca)
• Why Not 99? The Tie Between Satisfaction, Quality and Safety (Klosterman)

10:15 – 11:30 a.m.

• A Burning Platform Is Catalyst for ED Change (Schwedhelm/Egan)
• Challenges and Strategies for Developing Patient Experience in an International Environment (Pallotta)
• COME Together: Clinical Outcomes and Memorable Experiences (David/Corba/McNeil/Stec)
• How to Read and Use Your Reports (Press Ganey Faculty)
• Improvement Portal^SM for Advanced Users (Press Ganey Faculty)
• Journey to Sustained Results (Gettys/Garrett)
• The Journey Towards Reducing Readmissions (Payne/Jeffries)
• Transformation to Excellence: A Model for Patient-centered Care in the Emergency Department (Jones/Hill)
• Transitioning to a Culture of Patient-centered Care (Lennon/Quinn)