Breakout Sessions

Monday, Nov. 14

10:00 - 11:15 a.m.

• Communicating the Plan – Getting Everyone on Board with Your Service Excellence Strategy (Peterson/Tull)
• Creating an Office of Patient Experience (Rivera/Kestranek)
• Disruptive Innovation? The Globalization of Health Care and Medical Tourism (Boucher)
• The Improvement Portal Experience (Press Ganey Faculty)
• Inspired to Succeed: Hiring, Training and Motivating Staff to Provide Exceptional Patient Experiences (Van Vranken)
• Making the Way for Patient Flow in the ED (McCoy/Gann/Kelley/Myerson)
• Mayo Clinic Health System Provider-Patient Communication Workshop (Fleischmann)
• Rebirthing Quality and Customer Service (Maki/Torrisi)

12:45 - 2:00 p.m.

• Building a Successful Physician and Ambulatory Network Enterprise (Congiusta/Dowling)
• Communities of Quality: Implementing and Using the International Quality Indicator Project in Latin America (Diaz/Angel/Gomez)
• Core Measures Success: Measure by Measure (Dillon)
• ED Blastoff: Taking Your Emergency Department from Great to Out of this World! (Wurster/Brilliant)
• The Improvement Portal Experience (repeat session) (Press Ganey Faculty)
• It's All About Culture (Gay)
• Paving the Way to Patient Loyalty (Mills/Johnson)
• The Power of Choice: Involving Employees in Decision-making (Guillette)

2:30 - 3:45 p.m.

• Creating a Culture of Service by Motivating, Coaching and Measuring (Dishongh/Erikson)
• D2D - Transforming Emergency Care (Ojala)
• Exploring Quality ... Undercover (Sun)
• The Improvement Portal Experience (repeat session) (Press Ganey Faculty)
• Medical Home: Engaging your Team in Delivering Patient-centered Care in the Medical Practice Setting (Hershey/Rote/Wertz)
• Physician Engagement: How to Move from Good to Great! (Otten/Bland/Wojtowicz)
• Statistics for Patient Satisfaction Data Reporting (Mylod)
• What Makes the Best Better Than the Rest? A National Study of Core Measures Top Performers (Buhlman/Sievers)

4:15 - 5:30 p.m.

• ACO and CGCAHPS Update: What's Happening and What It Means for You (Riskind/Marshall)
• Alignment, Accountability and Execution: Comprehensive Performance Management for Ambulatory (Adams)
• Educate, Mentor and Incent: Engaging Physicians to Achieve Excellence (Roberts/Hart)
• How to Read and Use your Reports (Press Ganey Faculty)
• The Improvement Portal Experience (repeat session) (Press Ganey Faculty)
• Partner of Choice Award^® Panel Discussion (Expert Panel)
• Simply the Best (Berry)
• When is a Flat Line in the ED a Good Thing ... No Shock Advised (Furman)

Tuesday, Nov. 15

10:30 - 11:45 a.m.

• Engaging Home Care Employees As a Competitive Edge (O'Brien-Paller/Newberry/Pike-Benton)
• Eyes Wide Open: VBP/HCAHPS Update (Cunningham/Mylod)
• Helping Physicians Take Ownership of Patient Satisfaction Data (Fossey/Garrett)
• Improving Your (and Your Patients') Satisfaction (Dagney)
• Lessons from Asia: What the U.S. Hospital Can Learn from the Medical Tourism Industry in Asia (Thomas)
• Rounding for Better Outcomes (Seraphine)
• Summit Award^® Panel Discussion (Expert Panel)
• Sustainability in Patient Flow Improvement (Saunders/Townsend/Dempsey)

1:45 - 3:00 p.m.

• Creating a Passion for Service, One Step at a Time (Freeburn/Mulligan)
• Implementing and Sustaining Change: The Power of Data Analysis to Build Collaboration and Improve Patient Care (Voigtländer/Mujumdar)
• Inpatient Psychiatric Performance Measurement: Accreditation, Regulation and Beyond (McCann)
• Moving the Needle – Engaging Our Team for Improvement (Ingersoll/Senft)
• Nursing Innovations Designed to Improve HCAHPS (Donohue/Smith)
• Selling Discharge Plans: Marketing's Role in Value-based Purchasing (Pettit)
• Surgical Site Infection Prevention Initiative: Patient Attitude and Compliance (Bosco)
• They Cannot Change What They Don't Know (Judge/Cox/Wieties)