Breakout Sessions - Details
Monday, Nov. 14, 10:00 – 11:15 a.m.
Communicating the Plan – Getting Everyone on Board with Your Service Excellence Strategy
Carla Peterson, FACHE, Client Experience Manager, Press Ganey Associates, Inc.
Tom Tull, MBA, Senior Director, Organization Development and Service Excellence, Mountain States Health Alliance
Focus area: Strategy & Leadership
Session level: Intermediate
Organizations spend countless hours developing strategic plans that include goals for improving service excellence and the patient experience. They often fall short, however, in communicating these goals to their employees and helping them understand how they can contribute to achieving those goals. Hear about Mountain States Health Alliance's best practice approach to communicating strategy and service excellence plans; and learn how to achieve success by effectively communicating service excellence goals and engaging employees in the strategic plan process.
Creating an Office of Patient Experience
Mary Linda Rivera, RN, ND, Executive Director, Office of Patient Experience
Carmen Kestranek, MBA, Director, Office of Patient Experience
Cleveland Clinic
Focus area: Patient Satisfaction
Session level: Introductory
Originating from the CEO's vision for a structured program focused on improving and sustaining positive patient experiences, the Office of Patient Experience (OPE) was created as an internal resource to support initiatives throughout Cleveland Clinic's integrated health system. Key areas of focus for the OPE include management of survey operations and data, coordination of improvement initiatives, service excellence training and service recovery. Session attendees will learn how the OPE partners with internal caregivers to ensure consistent delivery of patient-centered care. Cleveland Clinic is a 2011 Press Ganey Success Story Award® winner.
Disruptive Innovation? The Globalization of Health Care and Medical Tourism
David Boucher, MPH, FACHE, President and Chief Operating Officer, Companion Global Healthcare, Inc.
Focus area: International
Session level: Introductory
Health care for United States citizens is not limited to what is available within U.S. borders. We'll discuss the drivers and impacts of the globalization of health care on the global health care delivery system. Audience members will learn how American employers are offering incentives to their employees to travel abroad for care, and we'll explore the need for cross-border data comparisons, patient and employer concerns about cross-border care, and how leaders of United States-based hospitals can prepare their organizations for medical travel.
The Improvement Portal Experience
Press Ganey Faculty
Focus area: Technology & Training
Session level: Suitable for all
The Press Ganey Improvement PortalSM (patent pending) focuses your organization on improvement by reducing the time spent in "data mode" and increasing the amount of time spent in "improvement mode." This hands-on learning session allows you to explore the new Improvement Portal while you watch live demo sessions. This dynamic resource provides real-time insight into current performance, immediate access to best-in-class improvement resources and networking, and aligns organizations around performance priorities. Seating in the Improvement Portal Experience is limited, so reserve your seat today. Computers will be provided.
Inspired to Succeed: Hiring, Training and Motivating Staff to Provide Exceptional Patient Experiences
Ross Van Vranken, LCSW, Executive Director, University of Utah Neuropsychiatric Institute
Focus area: Patient Satisfaction
Session level: Introductory
After several years of inconsistent patient experience improvement programs, leadership and staff at the University of Utah Neuropsychiatric Institute recognized the need to change their focus from scripted interactions to innovative connections. It worked: their rankings rose from the 52nd to the 95th percentile. Hear how they created an inspired work force, created a customized training solution and shared patient satisfaction data at all levels. The University of Utah Neuropsychiatric Institute is a 2011 Press Ganey Success Story Award® winner.
Making the Way for Patient Flow in the ED
Keith McCoy, MD, Medical Director, Emergency Department
Baptist Memorial Medical Center - Golden Triangle
Diane Gann, RN, BSN, Director of Emergency Services
Crystal Kelley, RN, ED Medical Director and ED Manager
Baptist Memorial Golden Triangle
Sandra Myerson, RN, Managing Consultant, Clinical and Operational Consulting, Press Ganey Associates, Inc.
Focus area: Clinical & Operational
Session level: Intermediate
Like many health care organizations, Baptist Memorial Golden Triangle has struggled with managing emergency department wait times and the resulting low patient satisfaction scores. Collaborating with Press Ganey's clinical and operational consulting services, Baptist implemented significant changes that improved ED length of stay as well as overall satisfaction. Learn how team commitment, change management leadership, and the use of queuing analysis and simulation modeling enabled Baptist to achieve and sustain dramatic results.
Mayo Clinic Health System Provider-Patient
Communication Workshop
Alan Fleischmann, MD, Vice President and Physician Leader for Service, Mayo Clinic Health System
Focus area: Medical Practice
Session level: Intermediate
The Mayo Clinic Health System Provider-Patient Communication Workshop has benefited over 1,400 providers in the Mayo Clinic Health System, resulting in improved patient satisfaction scores. Fleischmann will provide insight into the workshop's key focus areas, each of which is designed to improve the patient experience, including: mindfulness; reflective listening; the three function model of communication; health care literacy; and giving bad, sad and unexpected news.
Rebirthing Quality and Customer Service
Richard Maki, RN, BA, MHSA, Vice President and Chief Nursing Officer
Charlene Torrisi, RNC, MSN, Director, Maternal Child Health
Anna Jaques Hospital
Focus area: Employee & Physician
Session level: Intermediate
Suffering from dismal patient satisfaction scores, the staff at Anna Jaques Hospital's Birthing Center challenged themselves to improve patient experiences while avoiding negative fiscal impact. Through improvements in team cohesiveness, interdepartmental recognition and enhanced community perception, they have sustained scores in the 90th percentile for the past two years. Learn their strategies for identifying areas for improvement, fostering an environment of accountability, building a culture of engagement and participation, and sustaining positive results.
Monday, Nov. 14, 12:45 – 2:00 p.m.
Building a Successful Physician and Ambulatory Network Enterprise
Susan Congiusta, RN, DNP, Director Service Excellence and Quality Management
Dennis Dowling, Regional Executive Director
North Shore–LIJ Health System
Focus area: Medical Practice
Session level: Intermediate
The North Shore–LIJ Health System recognizes the importance of creating a culture that fosters collaboration and values partnership with physicians. The Physician and Ambulatory Network Service organization serves as the foundation of its physician enterprise. Presenters will discuss how to build the infrastructure to support a growing physician and ambulatory network while adapting to a rapidly changing health care environment. Key areas of focus will include leadership, strategy, performance improvement and electronic health records.
Communities of Quality: Implementing and Using the International Quality Indicator Project in Latin America
German Diaz, MD, MPH, Strategic Marketing Manager, Southern Region, Johnson & Johnson Medical Companies Latin America
Ana Lucia Correa Angel, MD, Medical Director of Infection Prevention Group, Hospital Pablo Tobón Uribe, Colombia
Ivan Solarte, MD, Scientific Director, Hospital Universitario San Ignacio, Colombia
Focus area: International
Session level: Introductory
Two hospitals in Latin America used clinical performance measures to build strong regional groups of health care leaders to help their communities use market forces to drive and sustain quality. Though the internal focus of each hospital was different, their case studies illustrate key components of the initiative: comparisons against international benchmarks to identify improvement priorities and goals, developing best practices to support improvement strategies, and measuring economic impact. Johnson & Johnson Latin America is a winner of a 2011 Press Ganey Success Story Award®.
Core Measures Success: Measure by Measure
Sherry Dillon, RN, CPHRM, Director, Quality Measurement, Press Ganey Associates, Inc.
Focus area: Clinical & Operational
Session level: Intermediate
Even with the best equipment, physicians and staff, why do some of the most renowned hospitals across the nation struggle with core measures compliance? Because core measures success has little to do with stature and reputation and everything to do with process and implementation. In a value-based purchasing environment, it is more important than ever to achieve 100% success – and you can get there, patient by patient, measure by measure. Whether your facility is large or small, you can ensure core measures success by breaking down each measure with steps for implementation, monitoring and increasing compliance. This session will show you how.
ED Blastoff: Taking Your Emergency Department from Great to Out of this World!
Rosemary Wurster, RN, BSN, MPH, CEN, NE-BC, Nurse Manager, Emergency Department
Stuart Brilliant, MD, Chief of Emergency Medicine
Paoli Hospital
Focus area: Patient Satisfaction
Session level: Intermediate
Has the complexity of the emergency department left you resigned to accepting mediocre rankings as a result of overcrowding and unpredictability? The leaders and staff at Paoli Hospital's 28-bed community trauma center used Press Ganey improvement resources, the empowerment of stakeholders and interdisciplinary collaboration to become a top-performing ED. Attendees of this session will leave with tools they can use to create world-class experiences for their ED patients.
The Improvement Portal Experience (repeat session)
Press Ganey Faculty
Focus area: Technology & Training
Session level: Suitable for all
The Press Ganey Improvement PortalSM(patent pending) focuses your organization on improvement by reducing the time spent in "data mode" and increasing the amount of time spent in "improvement mode." This hands-on learning session allows you to explore the new Improvement Portal while you watch live demo sessions. This dynamic resource provides real-time insight into current performance, immediate access to best-in-class improvement resources and networking, and aligns organizations around performance priorities. Seating in the Improvement Portal Experience is limited, so reserve your seat today. Computers will be provided.
It's All About Culture
Kristy Gay, Divisional Patient Satisfaction Consultant, Mercy Health Partners
Focus area: Strategy & Leadership
Session level: Intermediate
Organizational culture is possibly the most critical factor in determining an organization's capacity, effectiveness and longevity. An organization's culture is the source of the energy and attitude that permeate the organization, creating momentum for success. Discover how nine hospitals utilized staff and patient input to form the behavioral expectations that would define their culture, and learn the key components for providing a solid infrastructure to support an organization's culture.
Paving the Way to Patient Loyalty
Carol Mills, BSN, CRRN, MHSA, Director of Customer Service, Trinity Home Health Services
Laura Johnson, MS, Improvement Manager, Press Ganey Associates, Inc.
Focus area: Home Care
Session level: Intermediate
Home care organizations often struggle to provide a consistent and exceptional patient experience – especially when agencies are spread across multiple states. Trinity Home Health Services will present the unique communication and goal-setting models that helped each of its home care agencies race along the path to success. Audience members will learn about these models, along with the tools and resources the agencies used to help them become "drivers" of patient satisfaction.
The Power of Choice: Involving Employees in Decision-Making
Rosemary Guillette, MBA, Instructional Design Project Manager, Press Ganey Associates, Inc.
Focus area: Employee & Physician
Session level: Introductory
Involving employees in decision-making is a prime opportunity for organizations seeking to improve employee satisfaction and engagement. Yet, organizations often face resistance – from leaders reluctant to share decision-making to employees unwilling to participate. This interactive session will introduce the five levels of decision-making, address the four barriers that prevent most leaders from sharing decision-making, and explore strategies to increase staff participation and maximize the quality of ideas generated through collaboration.
Monday, Nov. 14, 2:30 – 3:45 p.m.
Creating a Culture of Service by Motivating, Coaching and Measuring
Rhonda Dishongh, Director of Customer Experience and Patient Access
Gregory D. Erikson, Director of Imaging Services
Memorial Herrmann Northeast
Focus area: Employee & Physician
Session level: Introductory
At Memorial Hermann Northeast, engaging employees was the first step toward creating a patient-centered culture. Two department directors will speak about their experiences in leading Memorial Hermann Northeast to a culture focused on motivation through communication, education, recognition, accountability and fun. Employee involvement was critical to the success of this initiative: they led the efforts to improve patient satisfaction. The presenters will share the effective methods they used to coach a motivated team and give attendees some new tools for measuring compliance and outcomes.
D2D - Transforming Emergency Care
Theresa Ojala, RN, MSN, Director, Emergency Services, St. Mary's Hospital
Anthony Callisto, MD, FAAEM, Medical Director, Emergency Services, St. Mary’s Hospital
Focus area: Patient Satisfaction
Session level: Intermediate
With patient satisfaction percentile rankings in the 50s and door-to-doctor (D2D) wait times hovering around 50 minutes, the emergency department at St. Mary's took a focused approach to achieve exceptional patient satisfaction by decreasing D2D times to an average of 14 minutes. This presentation will focus on how they engaged stakeholders, distinguished between noise and actual change in the data, and effectively used metrics to monitor improvement. A 2011 Success Story Award® winner, Ojala will share some of the specific changes that lead to their sustained results.
Exploring Quality ... Undercover
Shelly Sun, CEO and Co-founder, BrightStar
Focus area: Home Care
Session level: Introductory
From the office of the CEO, an organization's performance can look very different than it does from the front lines. Sun discovered this for herself when she participated in the hit television show Undercover Boss. She will share lessons learned from her undercover experience and from her position as an industry leader. Sun will discuss opportunities for home health care to excel in the evolving market place and introduce new concepts to unite the home care industry through social networking.
The Improvement Portal Experience (repeat session)
Press Ganey Faculty
Focus area: Technology & Training
Session level: Suitable for all
The Press Ganey Improvement PortalSM (patent pending) focuses your organization on improvement by reducing the time spent in "data mode" and increasing the amount of time spent in "improvement mode." This hands-on learning session allows you to explore the new Improvement Portal while you watch live demo sessions. This dynamic resource provides real-time insight into current performance, immediate access to best-in-class improvement resources and networking, and aligns organizations around performance priorities. Seating in the Improvement Portal Experience is limited, so reserve your seat today. Computers will be provided.
Medical Home: Engaging your Team in Delivering Patient-centered Care in the Medical Practice Setting
Curtis L. Hershey, MD, Family Practice
Vicki Rote, BASW, Medical Home Care Coordinator
Deb Wertz, Practice Manager
Lancaster General Medical Group
Focus area: Medical Practice
Session level: Introductory
Recognized by the National Committee for Quality Assurance as a Level 3 Medical Home, Lancaster General Medical Group (LGMG) has established itself as a leader in the patient-centered Medical Home model of care in Central Pennsylvania. LGMG has implemented the medical home concept in two family practices and one pediatric practice setting. Join the LGMG medical home team to learn more about this unique model of care and how to implement it in your organization.
Physician Engagement: How to Move from Good to Great!
Carolyn Otten, CPA, Chief Human Resource Officer
Geoff Bland, MD
Stephanie E. Wojtowicz, MD, FAAP
Springfield Clinic
Focus area: Strategy & Leadership
Session level: Intermediate
When satisfaction scores don't align with clinical levels of expertise, what then? You know you're good but how do you move to great? Patient perceptions won't change unless health care delivery changes – and that requires physician buy-in, engagement and support. In this session, Springfield Clinic shares their physician engagement journey from good to great and provides useful strategies for encouraging physicians to change patient perceptions by being a part of both the process and the solution.
Statistics for Patient Satisfaction Data Reporting
Deirdre E. Mylod, PhD, Vice President, Improvement Services, Press Ganey Associates, Inc.
Focus area: Technology & Training
Session level: Introductory
This popular session discusses the basic statistics used in reporting patient satisfaction data. Each type of statistic used in the Press Ganey standard quarterly report will be explained, with straightforward examples and stories to make statistical concepts easy and memorable. After this session, novice audience members will feel comfortable reading statistics and the experienced data cruncher will be better equipped to explain statistics to colleagues.
What Makes the Best Better Than the Rest? A National Study of Core Measures Top Performers
Nell Buhlman, MBA, Vice President, Clinical Compliance Products, Press Ganey Associates, Inc.
Teresa Sievers, MS, RN, CPHQ, CPHRM, Performance Improvement Department, Beverly Hospital
Focus area: Clinical & Operational
Session level: Advanced
With the transition to value-based purchasing (VBP) well under way and core measures performance playing a starring role in VBP metrics, Press Ganey's clinical division launched a research project to uncover the approaches, tactics and best practices of core measures top performers. Join us to learn about the primary and secondary factors that distinguish top performers from the rest and hear first hand how Beverly Hospital, a national core measures top performer, overhauled its approach and culture to achieve and sustain consistently high levels of performance.
Monday, Nov. 14, 4:15 – 5:30 p.m.
ACO and CGCAHPS Update: What's Happening and What It Means for You
Patricia Riskind, MBA, Senior Vice President, Medical Services
Philip Marshall, MD, MPH, Senior Vice President, Product Management
Press Ganey Associates, Inc.
Focus area: Medical Practice
Session level: Intermediate
Numerous market drivers influence the need for increased transparency and accountability for medical practices. We will provide an update on these market drivers, review the latest ACO rules and corresponding quality metric requirements, and provide an update on CGCAHPS (i.e., which instrument will likely be required, timing for rollout, and corresponding public reporting). We will also introduce Press Ganey's new and enhanced solutions to help prepare clients for impending regulatory requirements.
Alignment, Accountability and Execution: Comprehensive Performance Management for Ambulatory
Holly C. Adams, MHA, FACHE, FACMPE, Executive Director of Operations, Clinical Services, OU Physicians
Focus area: Strategy & Leadership
Session level: Intermediate
Oklahoma's largest physician group practice has significantly improved the patient experience in its ambulatory clinics by executing a strategically focused performance improvement initiative called "EXCEL." Adams will share a model for leader accountability, including a revised leader performance evaluation system and a standardized monthly administrative meeting model. Attendees will discover the critical success factors in designing similar accountability systems for their organizations, and hear about the challenges of implementing a culture of service excellence in an academic medical center environment.
Educate, Mentor and Incent: Engaging Physicians to Achieve Excellence
Teresa Roberts, BA, MA, MSA, FACMPE, Principal Consultant, Press Ganey Associates, Inc.
Robert Hart, MD, Regional Medical Director, Ochsner Health System – Baton Rouge
Focus area: Employee & Physician
Session level: Advanced
Like many organizations, Ochsner Health System – Baton Rouge medical practices had a mix of high- and low-performing physicians. Acknowledging the link between higher satisfaction and better clinical care and outcomes, physician leaders developed an incentive and education program that encouraged physicians to strive for high patient satisfaction and provided the training needed to achieve excellence. Learn the details of this program and how it changed the culture surrounding patient satisfaction at Ochsner.
How to Read and Use your Reports
Press Ganey Faculty
Focus area: Technology & Training
Session level: Suitable for all
This interactive roundtable session is for all clients, from the novice report reader to those with years of experience. This session is divided into three levels of report interpretation: just started, moderate level of experience, and many years of experience but looking for assistance in delving more deeply into the reports. Learn what all the report pages mean, discuss which report pages to focus your improvement efforts on and discuss your report questions with Press Ganey staff.
The Improvement Portal Experience (repeat session)
Press Ganey Faculty
Focus area: Technology & Training
Session level: Suitable for all
The Press Ganey Improvement PortalSM (patent pending) focuses your organization on improvement by reducing the time spent in "data mode" and increasing the amount of time spent in "improvement mode." This hands-on learning session allows you to explore the new Improvement Portal while you watch live demo sessions. This dynamic resource provides real-time insight into current performance, immediate access to best-in-class improvement resources and networking, and aligns organizations around performance priorities. Seating in the Improvement Portal Experience is limited, so reserve your seat today. Computers will be provided.
Partner of Choice Award® Panel Discussion
Focus area: Patient Satisfaction
Session level: Suitable for all
Combining outstanding patient care with a great working environment is no small feat in today's health care environment. The three 2011 Partner of Choice Award winners have achieved and sustained outstanding scores for patient satisfaction and employee and physician partnership. Learn how these exceptional facilities have met and exceeded the needs of these three constituents. Moderated by Press Ganey Faculty, there will be time during this session for the audience to ask questions of the panelists.
Simply the Best
Kathy Berry, RN, BSN, Director of Performance Improvement, Marlborough Hospital
Focus area: Clinical & Operational
Session level: Intermediate
Marlborough Hospital will share strategies for successfully implementing a team approach to improve core measure compliance by describing its quality mission (Simply the Best), identifying tools and resources available to improve quality, examining the use of humor to engage staff, describing successful strategies for its "Give it a Shot" immunization program, and describing the role of a nurse-turned-analyst in a small community hospital. Marlborough Hospital is a 2011 Press Ganey Success Story Award® winner.
When is a Flat Line in the ED a Good Thing ... No Shock Advised
Peggy Furman, RN, MSN, Director Emergency Services, St. Clair Hospital
Focus area: Patient Satisfaction
Session level: Intermediate
St. Clair Hospital, home to one of the busiest emergency departments in Pittsburgh, will present its journey from worst to best in overall patient satisfaction. Even as patient volumes climbed, St. Clair's ED achieved and sustained its place in the 99th percentile nationally for five consecutive quarters using a combined Toyota/lean approach to process redesign with dedicated attention to Press Ganey data. St. Clair Hospital is a 2011 Press Ganey Success Story Award® winner.
Tuesday, Nov. 15, 10:30 – 11:45 a.m.
Engaging Home Care Employees As a Competitive Edge
Debbie O'Brien-Paller, MBA, Senior Vice President Consulting and Education Services, Press Ganey Associates, Inc.
Mary Newberry, RN, Director, Riverside Medical Center
Jane Pike-Benton, MNA, Executive Vice President HomeHealth & Care Transitions, MetroWest Medical Center
Focus area: Home Care
Session level: Introductory
Engaging home care employees is uniquely challenging. Employees are most often working in patients' homes and have little face-to-face time with supervisors so it's difficult to coach, encourage and connect with them. In this session, our presenters will discuss a contemporary approach to building powerful relationships with your home care employees that can lead to reduced turnover, improved productivity and higher patient satisfaction. Two home care agencies that have successfully engaged their employees will present case studies.
Eyes Wide Open: VBP/HCAHPS Update
Jodie Cunningham, Director, Public Reporting
Deirdre E. Mylod, PhD, Vice President, Improvement Services
Press Ganey Associates, Inc.
Focus area: Patient Satisfaction
Session level: Introductory
Value-based purchasing (VBP) significantly alters the way hospitals are incentivized for quality and reimbursed for services. Organizations must face these changes with their eyes wide open to the opportunities to maximize reimbursement. In order to position your hospital for success under value-based purchasing, you need to have a firm grasp of the fundamentals. Join us as we review VBP methodology, recent HCAHPS performance trends and the implications of those trends.
Helping Physicians Take Ownership of Patient Satisfaction Data
Leslie Fossey, Director of Marketing and Customer Service
Jan Garrett, MD
Azalea Orthopedics
Focus area: Medical Practice
Session level: Intermediate
The primary driver of satisfaction during an office visit is the patient's interaction with his/her care provider. The physician-patient interaction influences the patient perception of the entire experience. With proper training and accountability, physicians are capable of connecting with most patients. Azalea Orthopedics recognized that taking ownership of the data and the patient experience is the critical first step in achieving excellence throughout a medical practice. Learn how Azalea Orthopedics created a culture of ownership within their organization.
Improving Your (and Your Patients') Satisfaction
Thomas Dagney, DO, Chairman of Emergency Services, Good Samaritan Hospital
Focus area: Employee & Physician
Session level: Intermediate
Initially denying the importance of patient satisfaction, this veteran ED physician will walk participants through the journey he undertook once he acknowledged its value. Dagney is very forthright in admitting he used every excuse in the book to forgive the very low patient satisfaction scores his ED and his doctors earned. He will present case studies of two hospitals, and discuss ways to bring staff members back to the reason they started practicing medicine in the first place.
Lessons from Asia: What the U.S. Hospital Can Learn from the Medical Tourism Industry in Asia
Dato' Dr. Jacob Thomas, Group Medical Advisor, Sime Darby Healthcare, Malaysia, President of the Association of Private Hospitals of Malaysia, Advisor on Joint Commission International and the Malaysian Society for Quality in Health
Focus area: International
Session level: Introductory
Medical tourism is a burgeoning industry that offers many opportunities for U.S. health care organizations. Discover how hospitals throughout Asia, including many in Malaysia, are positioning themselves to appeal to medical tourists, how governments are assisting hospitals with positioning, and how U.S. hospital leadership may adapt operations, marketing and information technology to prepare for medical tourists both nationally and internationally.
Rounding for Better Outcomes
Nicole Seraphine, RN, BSN, MS, Clinical Manager, Baptist Hospital East
Focus area: Clinical & Operational
Session level: Introductory
On Baptist Hospital East's neuroscience unit, staff took ownership and developed a falls reduction plan to improve the quality and the safety of care for their patients. Discover how implementation of purposeful hourly rounding on this unit resulted in a reduction in patient falls and also improved both patient and nurse satisfaction. This presentation demonstrates how empowered staff can employ best practices and impact patient safety. Baptist Hospital East is a 2011 Press Ganey Success Story Award® winner.
Summit Award® Panel Discussion
Focus area: Patient Satisfaction
Session level: Suitable for all
Most anyone in health care would agree that reaching the 95th percentile for patient satisfaction scores is an outstanding accomplishment. Reaching that level of satisfaction – and maintaining it – is an achievement worthy of celebrating. This panel of 2011 Summit Award winners will share some of the challenges and victories they've faced on this journey to distinction. Moderated by Press Ganey Faculty, audience members will have the opportunity to ask questions of the panelists.
Sustainability in Patient Flow Improvement
Candice Saunders, Executive Vice President & Administrator
Murphy Townsend, MD, Surgeon and former Chair of Surgical Services Committee
WellStar Kennestone Hospital
Christy Dempsey, MBA, BSN CNOR, Senior Vice President, Clinical and Operational Consulting Services, Press Ganey Associates, Inc.
Focus area: Clinical & Operational
Session level: Advanced
Many hospitals are working on ways to improve patient flow efficiency while maintaining or improving quality and safety – but sustainability of these efforts can prove to be difficult. WellStar Kennestone has been able to not only sustain the improvements made in patient flow for over two years but also to make further improvements. Using proven methodologies, this hospital has achieved increased patient, physician, and staff satisfaction while increasing revenue and decreasing cost. They will share lessons learned and secrets to their sustained success.
Tuesday, Nov. 15, 1:45 – 3:00 p.m.
Creating a Passion for Service, One Step at a Time
Anne Freeburn, RN, Manager, PACU and Day Surgery
Nia Mulligan, RN, PACU Staff Nurse
Memorial Hermann Northeast
Focus area: Patient Satisfaction
Session level: Introductory
Memorial Hermann Northeast leveraged its staff members' passion for service to improve the patient experience. Learn specific improvement tactics from its step-by-step journey toward service excellence, including introducing and explaining data to staff, and how to ignite energy from engaged employees to create exceptional experiences and drive results. Front-line caregivers will share stories of quality, fun, unity and peer accountability that resulted in sustained improvement from the 34th to the 98th percentile. Memorial Hermann Northeast is a 2011 Press Ganey Success Story Award® winner.
Implementing and Sustaining Change: The Power of Data Analysis to Build Collaboration and Improve Patient Care
Sandy Voigtländer, MA, Project Manager, Klinikum Chemnitz gGmbH, Department of Psychiatry, Behavioral Medicine and Psychosomatics, Germany
Sandhya Mujumdar, MD, Deputy Director, Medical Affairs Department, National University Hospital, Singapore
Focus area: International
Session level: Intermediate
Effective data analysis and sharing build a powerful foundation to collaborate on improvement. This session illustrates this idea with two case studies. The first, from a tertiary hospital in Germany, explores how data monitoring and analysis supported changes that resulted in a sustained reduction in physical restraint events by two-thirds. The second, from Singapore's leading university hospital, highlights how interdepartmental and provider collaboration led to standardization in hypoglycemia patient care and reduced unscheduled readmissions by 71%.
Inpatient Psychiatric Performance Measurement: Accreditation, Regulation and Beyond
Kathleen McCann, RN, PhD, Director of Quality and Regulatory Affairs, National Association of Psychiatric Health Systems
Focus area: Strategy & Leadership
Session level: Intermediate
Improve your understanding of the current environment of quality measurement and reporting for inpatient psychiatric services by attending this enlightening session. Gain insight into both the inpatient psychiatric measures mandated by the Patient Protection and Affordable Care Act and The Joint Commission's Hospital Based Inpatient Psychiatric Services core measures. Other highlights include a discussion of the psychiatric measurement initiatives endorsed by the National Quality Forum as well as an overview of inpatient measurement Medicaid requirements.
Moving the Needle – Engaging Our Team for Improvement
Lynne Ingersoll, MSOD, Leadership and Organizational Development for the Physician Services Group
Daniel S. Senft, D.O., Carolinas Physician Network Family Medicine Medical Director
Carolinas HealthCare System
Focus area: Medical Practice
Session level: Intermediate
Carolinas HealthCare System improved the patient experience by engaging team members in a 2009 initiative called the "Move the Needle Challenge." This challenge included over 200 managers and executives within the physician networks. Each region and its respective vice president were required to initiate a five-step process for improvement, to successfully implement the process, and to sustain improvement throughout 2010. Carolinas HealthCare System is a 2011 Press Ganey Success Story Award® winner.
Nursing Innovations Designed to Improve HCAHPS
Mary Donohue, PhD, Vice President of Nursing
Shawn Smith, Senior Manager of Guest Relations
Jersey Shore University Medical Center
Focus area: Patient Satisfaction
Session level: Intermediate
Explore the inherent power of the relationship between guest relations and nursing that supports the individualized patient care philosophy at Jersey Shore University Medical Center. Participants will learn about Jersey Shore's core strategic service alignment – key innovations that engage clinical and support team members to ultimately improve the guest experience. Highlighted nursing innovations include bedside shift report, bedside discharge rounds and a "fond farewell" program with a built-in accountability structure.
Selling Discharge Plans: Marketing's Role in Value-based Purchasing
Lorren Pettit, MS, MBA, Managing Consultant, Press Ganey Associates, Inc.
Focus area: Strategy & Leadership
Session level: Intermediate
Value-based purchasing presents hospital marketers with a unique opportunity to elevate the role they play in their organization. Learn how marketing principles can be used to positively impact patient recall of and compliance with hospital discharge instructions – which can translate to improved HCAHPS scores. The insights shared in this presentation can help organizations improve their HCAHPS performance and, ultimately, value-based purchasing status.
Surgical Site Infection Prevention Initiative: Patient Attitude and Compliance
Joseph A. Bosco, MD, Vice Chair, Clinical Affairs, NYU Hospital for Joint Diseases
Focus area: Clinical & Operational
Session level: Advanced
Surgical site infections (SSIs) present a great challenge to health care facilities in the U.S. SSIs are associated with increased morbidity, mortality and extensive resource utilization. Two pre-surgical treatments – an intranasal antibiotic ointment and antimicrobial soaps – have proved successful in reducing staph colonization and SSIs. Bosco will share study findings of patient tolerance and attitude toward these protocols, yielding valuable insight toward improving design, patient compliance and successful completion of staph decolonization regimens.
They Cannot Change What They Don't Know
Steven Judge, MD, Medical Director of Emergency Department, PCRMC and Regional Director, THMS
Leah Cox, BS, MA Director, Organizational Development and Community Health and Education
Jacob Wieties, BSW, MHA, Data/Project Specialist
Phelps County Regional Medical Center and Team Health
Focus area: Employee & Physician
Session level: Intermediate
The importance of initiating and implementing change from within a department cannot be overstated. The Phelps County Regional Medical Center story shows how one emergency department dramatically and consistently improved its patient satisfaction scores by giving physicians the knowledge and tools that allowed them to change and become a positive force. Judge will discuss the power of knowledge in affecting change and effective methods for driving improvements in any size department.