Breakout Sessions – Details
Monday, Nov. 12, 2:45 – 4:00 p.m.
Be Nice or Go Away
Larry Bowe, BS, JD, MHA, Chief Executive, Providence Health & Services
Focus area: Strategy & Leadership
Session level: Introductory
Tags: Cultural Change
For Providence Health & Services, delivering optimal patient experiences started with the first step of the organization's improvement journey: developing a culture of compassion and excellence centered around the patient and family that involved all staff and volunteers. Leadership learned, however, that tactics alone won't lead to success if everyone isn't on board. Everybody, from the admitting staff to bed-side nurses to housekeeping staff and volunteers must treat patients as if they were members of their own family. The results: quality care, a high profile in the community and financial success.
Create and Sustain an Engaged Employee Culture That Sets the Stage For An Emotionally Engaging Patient and Family Experience
Devin C. Carty, MBA, Vice President of Culture, Chief Marketing Officer and Chief Experience Officer, Vanguard Health Systems
Focus area: Patient Satisfaction
Session level: Advanced
Tags: Family-centered
In order to create and sustain an engaged employee culture that will drive an emotionally engaging experience for patients, hospital leaders must not only be involved – they need to guide the process. Learn how to drive a consistently great patient and family experience by focusing on your people and empowering them to do what’s right. Understand how to create an office of patient and family experience focused on data integrity and reporting, cascading of best practices, and emotionally engaging the patient.
Emory University Hospital's Bedside Shift Report Bundle
Brooke Kamke, MPH, Nursing Quality Business Analyst II
Carolyn Hill, MSN, RN-BC, Unit Director
Emory Healthcare
Michelle Gray, RN, MN, CCRN, NEA-BC, Unit Director CCU, Emory University Hospital
Focus area: Strategy & Leadership
Session level: Introductory
Tags: Inpatient, Family-centered
Get insight into Emory University Hospital’s patient-and-family-centered approach to the shift change process. An interdisciplinary team, including patient and family advisors, designed a model that put patients and their families at the center of communication during this crucial exchange. Implementation of a standard Bedside Shift Report Bundle, resulted in significant improvement in patient satisfaction scores as well as patient safety indicators. Through its nursing dashboard, the hospital was able to effectively spread and sustain performance. Emory University Hospital is a 2012 Success Story Award® winner.
HHCAHPS: The Road to Improvement at Wheaton Franciscan Home Health & Hospice and Best Practices for Top Performers
Rabeka Kodrich, BS, Performance Improvement Manager, Wheaton Franciscan Home Health and Hospice
Colleen Toul, BS, Client Improvement Manager, Press Ganey Associates, Inc.
Focus area: Home Care
Session level: Intermediate
Tags: Cultural Change, CAHPS
The presenters will focus on key tactics WFHH&H used to improve the patient experience, including efforts devoted to education, using data to drive the improvement focus, and how its Patient Experience Team Charter changed the culture. Courtesy calls, patient calendars, a patient journey map, handbooks and competencies for agency associates were implemented as part of the charter. All of these tactics were strategically aligned with the organization's “To the T.O.P.” vision. Attendees will also learn about best practices Press Ganey clients have implemented to improve the patient experience.
Improvement PortalSM for Advanced Users
Press Ganey Faculty
Focus area: Technology & Training
Session level: Suitable for experienced Improvement Portal users
This hands-on learning session will explore how you can strategically leverage the Improvement Portal (patent pending) and Quick Reports. Topics covered in this session include how to create meaningful Quick Reports to share with other users in your organization, strategies for creating/pushing reports to users based on their roles and best practices specific to reporting. Space is limited. Seating by reservation only. To reserve a seat, you must register for this session. Computers will be provided and you must have an active Improvement Portal username and password.
Incorporating the Patient Experience into Physician Compensation
Scott D. Hayworth, MD, President and CEO
Thomas Lester, MD, Associate Medical Director
Mount Kisco Medical Group
Amy Brouhle, RN, BSN, MBA, MHA, Director, Medical Services, Press Ganey Associates, Inc.
Focus area: Medical Practice
Session level: Advanced
Tags: Physician Performance, Cultural Change
Linking patient satisfaction performance to compensation is key to driving continuous improvement over time. However, instituting such a system with physicians has proven particularly challenging for some organizations. The Mount Kisco Medical Group – a 285-physician multispecialty group in New York’s Hudson Valley – has successfully navigated the path of tying physician compensation to patient satisfaction performance. Hear firsthand how this was accomplished. Special focus will be placed on the barriers that often prevent physician acceptance and successful methods for overcoming that resistance.
Raising the Bar Even Higher: Building a Framework to Provide an Unsurpassed Patient Experience
Chao Wu, MBA, Director, Service Excellence
Stephanie Goldberg, MSN, Senior Vice President and Chief Nursing Officer
Ann Lo Basso, MBA, RN, Assistant Vice President, Nursing Operations
Bruce Slawitsky, Vice President of Human Resources and Service Excellence
Hospital for Special Surgery
Focus area: Patient Satisfaction
Session level: Intermediate
Tags: Prioritization to Implementation, Continuum of Care
Providing an unsurpassed patient experience during times of rapid organizational growth is challenging for even the most focused organizations. Through careful strategic planning, prioritization and adoption of streamlined process-of-care models, HSS elevated the patient experience during a period of rapid surgical growth while improving employee engagement throughout the process. Learn about the framework leadership used to engage interdisciplinary teams to hardwire a service culture across the patient continuum, as well as key tactics and the strategic priorities necessary to sustain patient loyalty and satisfaction.
Tuesday, Nov. 13, 10:30 – 11:45 a.m.
Employee Satisfaction: A Roadmap to Success
Jeane Costella, MBA, Vice President, Human Resources and Ancillary Services
Debbie Neuendorf, Vice President, Administration
Hudson Valley Hospital Center
Focus area: Employee & Physician
Session level: Introductory
Tags: Cultural Change
Hudson Valley Hospital Center (HVHC) is located in New York, a state with some of the worst bottom-line margins in the country. In spite of the challenges this dismal financial environment presents, HVHC achieved remarkable employee satisfaction, moving scores from the 28th percentile to the 94th percentile. Learn how HVHC accomplished this with limited resources, and the enormous impact the improvement had on quality, profitability and patient satisfaction. Hudson Valley Hospital Center is a 2012 Success Story Award® winner.
Every Patient, Every Time
Kelly Smith, MHA, Division President
Ondrea Bates, MS, Administrator, Clinical Operations
Rhonda Jordan, Manager, Guest Relations & Service Excellence
Oakwood Heritage Hospital
Focus area: Patient Satisfaction
Session level: Intermediate
Tags: Leadership, Cultural Change
In 2009, metro Detroit-based Oakwood Heritage Hospital experienced an operating loss of $11 million. In 2011, the hospital experienced an operating revenue increase of $29 million and an increase in patient satisfaction scores from the 12th percentile to the 96th percentile. This dramatic turnaround was spearheaded by senior leadership, who drove a complete culture shift based on Smith’s stated #1-priority: Patients come first. Learn how Press Ganey’s eCompassTM, Solutions Starters®, and priority index tools – plus several robust innovations – were utilized to drastically improve the patient experience. Oakwood Heritage Hospital is a 2012 Success Story Award® winner.
From 30th Percentile to 99th Percentile: How Non-clinical Call Center Staff Played a Critical Supporting Role
Kim Pulliam, MBA, Director, Planning & Referral Development
Darlene McAshan, Manager, Information/Referral Services
Melanie Rosdahl, Service Excellence Manager
DeKalb Medical
Focus area: Strategy & Leadership
Session level: Intermediate
Tags: Prioritization to Implementation, CAHPS
Learn how a call center staffed with non-clinical members collaborated with nursing leadership and case management to develop diagnosis-specific discharge planning phone scripts, call triage pathways, internal communication and reporting processes using referral software, Microsoft Access® and the hospital patient registration/EMR software. Learn how DeKalb Medical integrated data with wildly important goals and lean initiatives to achieve significant improvements in HCAHPS and survey response rates.
Going Global: Using Quality and Service to Attract Medical Tourism
Shelly Hiranand, Director of Hospitality and Business Relations
Jamie L. Thomas, Corporate Assistant Vice President Donor Relations, Founders Society Administrator
Baptist Health South Florida
Focus area: International
Session level: Intermediate
Tags: Prioritization to Implementation
Baptist Health South Florida has focused on attracting international patients to its facilities for the past 20 years. Approximately 10,000 international patients from over 80 different countries visit Baptist Health each year. It is the organization’s commitment to quality, safety and satisfaction that makes it a preferred destination for medical tourism. The focus of Baptist Health is to provide highly personalized services to patients that focus on the entire patient experience.
Improvement PortalSM for Advanced Users
Press Ganey Faculty
Focus area: Technology & Training
Session level: Suitable for experienced Improvement Portal users
This hands-on learning session will explore how you can strategically leverage the Improvement Portal (patent pending) and Quick Reports. Topics covered in this session include how to create meaningful Quick Reports to share with other users in your organization, strategies for creating/pushing reports to users based on their roles, and best practices specific to reporting. Space is limited. Seating by reservation only. To reserve a seat, you must register for this session. Computers will be provided and you must have an active Improvement Portal username and password.
Improving Patient Experience and Flow in the Medical Practice
Christina Dempsey, MBA, MSN, RN, CNOR, SVP, Consulting Services, Press Ganey Associates, Inc.
Rosalie Long, RN, MBA, Vice President, Physician and Ambulatory Network Services, North Shore – LIJ Health System
Focus area: Medical Practice
Session level: Intermediate
Tags: Operational Efficiency
With CGCAHPS, it is more important than ever for medical practices to improve the patient experience. To do this, the behavioral, cultural, clinical and operational aspects of the practice must be analyzed and their impact on the patient experience understood. Two busy surgical practices – one orthopedic and one general and vascular – embarked on this journey. Learn how data were used to drive organizational change, and get an inside look at the rationale, work, analyses and implementation that improved the patient experience.
Score Big … One Goal at a Time
Lisa L. Rabideau, Manager, Patient Relations & Service Excellence
Susan W. Romano, BA, Patient Experience Consultant, Patient Relations & Service Excellence Department
South Shore Hospital
Focus area: Employee & Physician
Session level: Intermediate
Tags: Inpatient, Prioritization to Implementation
Since 2004, South Shore Hospital, a 318-bed acute care community hospital just south of Boston, has made small, annual improvements in colleague satisfaction. Each year, all leaders are charged with improving one organization-wide employee engagement goal, however, the leadership development curriculum was overflowing with competing priorities. Hear how small changes and a single focus resulted in meaningful improvements in mean scores, percentile ranks and a first-time, goal-busting response rate.
Shared Accountability: A Path to Sustained Core Measures Achievement
Melanie A. Willson, BA, Quality Coordinator and Senior Core Measures Lead
Patricia Toney, RN, MSN, Vice President and Chief Nurse Executive
CHRISTUS Santa Rosa Health Care
Focus area: Clinical Quality & Efficiency
Session level: Advanced
Tags: Core Measures
In February 2011, CHRISTUS Santa Rosa Health Care hospital launched its Accountability Process Plan to achieve and sustain high core measures performance. The plan featured an attribution matrix, a concurrent case review process and hospital-wide accountability. This session will provide an overview of the plan implementation and lessons learned. The presenters will describe and demonstrate how use of advanced functions in Press Ganey's Quality Performer supported success. CHRISTUS Santa Rosa Health Care is a 2012 Success Story Award® winner.
Tuesday, Nov. 13, 1:45 – 3:00 p.m.
Bringing Compassionate Care to Life with Schwartz Center Rounds®
Julie Rosen, Executive Director, The Schwartz Center for Compassionate Healthcare
Steven H. Chapman, MD, Medical Director, Boyle Community Pediatrics Program, Children's Hospital at Dartmouth, Dartmouth-Hitchcock Medical Center
Pano Rodis, PhD, Lecturer, Department of Psychiatry, Geisel School of Medicine at Dartmouth
Focus area: Strategy & Leadership
Session level: Intermediate
Tags: Pediatric
Schwartz Center Rounds are held regularly at nearly 300 hospitals and outpatient centers across the country, providing a multidisciplinary forum for providers to share experiences, thoughts and feelings about patient cases. Presenters will describe and briefly model how challenging cases are presented and discussed, describe the program’s impact on Children’s Hospital at Dartmouth and the Dartmouth-Hitchcock Medical Center, and explain how the Schwartz Center for Compassionate Healthcare can help your organization get involved.
Case Study: Using Client Satisfaction Analytics to Influence Home Health Care Outcomes
Thomas K. Cassidy, MEngr, Area Director
Mike Fassino, MS, Director, Marketing Intelligence
BAYADA Home Health Care
Focus area: Home Care
Session level: Intermediate
Tags: Data Analysis, Prioritization to Implementation
BAYADA Home Health Care conducted a year-long study of client and employee satisfaction. Leveraging correlative data analysis on 18,600 client surveys, BAYADA determined the most relevant metrics for use in action planning and performance improvement for a network of over 200 Medicare-certified and private duty offices in 26 states. This study utilized LISREL analysis to correlate client responses with operational and employee retention/satisfaction data and identified key factors for improving the BAYADA Client Satisfaction Index.
Employee Engagement: Our Two-Year Journey
Suzanne Cannata, MN, RN, Chief Operating Officer, Coast Plaza Hospital
John J. Ferrelli, FACHE, Chief Operating Officer, Avanti Hospitals, LLC
Paul L. Green, MS, RN, CPHQ, Principal, Green Light Healthcare Consulting, LLC
Focus area: Employee & Physician
Session level: Introductory
Tags: Cultural Change
In response to the results of Press Ganey Employee Partner® surveys, the newly-installed senior leadership team at Memorial Hospital of Gardena embarked upon a two-year improvement journey. By working with the management team and getting every employee involved in the process, they focused on changing the organization's culture, ultimately improving both employee engagement and the quality of care delivered to the community.
Growing the Seed: From Concept to Culture
Nola J. Bayes, MBA, Director of the Patient Experience, Sanford Health Fargo Region
Carla Hansen, MS, RN, Chief Nurse Executive, Sanford Medical Center Fargo
Focus area: Patient Satisfaction
Session level: Intermediate
Tags: Cultural Change
Improving patient satisfaction may seem nearly as impossible as reaching the stars. However, a system-wide approach can improve stagnant and unsatisfactory scores. Developing patient satisfaction enhancement teams, unit by unit, can engage staff and encourage input and involvement from every team member. The result is an environment in which patient satisfaction is more than a numbers goal — it is a culture of care. This session will give an overview of the processes and resources that propelled Sanford Health Fargo Region’s patient satisfaction to stellar heights.
Introduction to the Improvement PortalSM
Press Ganey Faculty
Focus area: Technology & Training
The Press Ganey Improvement Portal (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.” Press Ganey experts will guide you through a live demo of the Improvement Portal and Quick Reports during this hands-on learning session. This dynamic resource provides real-time insight into current performance, immediate access to best-in-class improvement resources, and networking opportunities through the Community. Space is limited. Seating by reservation only. To reserve a seat, you must register for this session. Computers will be provided and you must have an active Improvement Portal username and password.
Panel of Early Adopters: Accountable Care Organizations
Press Ganey Faculty
Focus area: Medical Practice
Session level: Intermediate
Tags: Continuum of Care
Hear from leading Pioneer and Medicare Shared Savings Program ACOs on what led them to pursue the ACO path, how they modified practices and operations to accommodate risk sharing and how they manage communication and coordination across care settings. Panelists will share best practices and lessons learned and will answer questions.
The Science and Art of Improving Flow and Operations
Lance Privett, BS, MS, Master Black Belt
Diana Rush, RN, MSN, NE-BC, Business Manager Surgical Services
Blessing Hospital
Focus area: Clinical Quality & Efficiency
Session level: Intermediate
Tags: Emergency Department, Operational Efficiency
Blessing Hospital utilized data to initiate changes in the surgery department, the catheterization lab and emergency department. Optimizing the surgeon blocks, establishing guidelines for urgent/emergent cases and using data to make decisions were key components in improving surgery processes. The catheterization lab found that moving to a structured scheduling process was key to improving patient satisfaction and the creation of a rapid diagnostic area in the ED shortened patients’ length of stay. Blessing Hospital is a 2012 Success Story Award® Winner.
Statistics for Patient Satisfaction Data Reporting
Deirdre E. Mylod, PhD, Executive Director, Press Ganey Institute & Senior Vice President Research and Analytics, Press Ganey Associates, Inc.
Focus area: Technology & Training
Session level: Introductory
Tags: Data Analysis
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 experienced data crunchers will be better equipped to explain statistics to colleagues.
Tuesday, Nov. 13, 3:30 – 4:45 p.m.
Bottoms Up: 25 Strategies to Transform ED STAT-isfaction!
Anne Pedersen, RN, MSN, NEA-BC, CCM, CMA, Nurse Director Emergency Department, Endoscopy, Dialysis
Ferdinando L. Mirarchi, DO, Medical Director, Department of Emergency Medicine
UPMC Hamot
Focus area: Patient Satisfaction
Session level: Introductory
Tags: Emergency Department
Patient visits in this busy emergency department increased by 19% in just one year, suddenly exceeding the 75,000-visit milestone. As volumes increased, traditional practice patterns resulted in patient satisfaction scores that were some of the lowest in the country. Over 25 initiatives were implemented in a short period of time, vaulting scores into the top 10% of the Press Ganey database. Hear details of these initiatives with an emphasis on a highly successful RN scorecard, structured rounds and role changes within the department. UPMC Hamot is a 2012 Success Story Award® Winner.
A CEO’s Journey to Champion Patient Satisfaction Within the Post-acute Experience
Kathleen Yosko, RN, BSN, MS, MBA, PhD, President and CEO, Marianjoy Rehabilitation Hospital
Focus area: Strategy & Leadership
Session level: Advanced
Tags: Leadership
Marianjoy is an inpatient rehabilitation hospital. In 2009, patient satisfaction consistently ranked at the 47th percentile. In 2011 and 2012, inpatient satisfaction rose to the 95th percentile and associate satisfaction reached the 99th percentile. Yosko will discuss her journey to champion patient satisfaction, obtain associates’ buy-in and stimulate physician engagement. With special focus on the importance of CEOs' commitment to service excellence and their accountability to stakeholders, attendees will learn about the strategic process she used to create Marianjoy's improvement roadmap.
eSurvey: A Transformational Tool to Improve Medical Practice Patient Experience
Chrissy Daniels, MS, Director, Exceptional Patient Experience
Thomas Miller, MD, Chief Medical Officer
University of Utah Hospitals and Clinics
Focus area: Medical Practice
Session level: Intermediate
Tags: AMC
When University of Utah Hospitals and Clinics, an academic medical center with 1,100 physicians, shifted 100% of its medical practice to electronic surveying in 2011, the facility was looking for more surveys but got much more. Learn how the organization made the switch from mail, the impact of changing patient demographics, and strategies to engage both staff and physicians. See examples of physician scorecards, system reporting, annual goals, recognition strategies and innovative engagement tools that helped this academic medical center achieve unprecedented improvement.
Improvement PortalSM for Advanced Users
Press Ganey Faculty
Focus area: Technology & Training
Session level: Suitable for experienced Improvement Portal users
This hands-on learning session will explore how you can strategically leverage the Improvement Portal (patent pending) and Quick Reports. Topics covered in this session include how to create meaningful Quick Reports to share with other users in your organization, strategies for creating/pushing reports to users based on their roles, and best practices specific to reporting. Space is limited. Seating by reservation only. To reserve a seat, you must register for this session. Computers will be provided and you must have an active Improvement Portal username and password.
Leading for a Trifecta: Top Performance in Patient, Employee and Physician Satisfaction
Mickey Foster, MHA, President
Debbie Green, DNP, ANP/GNP, CENP, Vice President Nursing/Patient Services
Annie Penn Hospital, Cone Health System
Focus area: Employee & Physician
Session level: Intermediate
Tags: Cultural Change, Rural
How do you transform a small, rural hospital into a shining national leader in patient, employee and physician satisfaction? Ask Mickey Foster and Debbie Green of Annie Penn Hospital in Reidsville, NC. The hospital began its transformation with a laser-sharp focus on employee engagement – involving staff in a series of workplace improvements that elevated performance. Freshly inspired, the staff committed to what matters most: taking patient care and quality to new highs.
Lose the Wait: Emergency Department Throughput Transformation at Scripps Health
Jan Zachry, RN, MBA, Vice President, Chief Nursing & Operations Executive, Scripps Memorial Hospital Encinitas
Lori Lynn Burnell, RN, PhD, NEA-BC, Vice President, Chief Nursing & Operations Executive, Scripps Mercy Hospital
Focus area: Patient Satisfaction
Session level: Advanced
Tags: Emergency Department
This presentation explores the imperatives for change and the triumphs, barriers and lessons learned in radically redesigning care at Scripps Health. With the goal of ensuring continuous access to care now and in the future, the organization shifted processes to focus on the patients’ needs rather than those of providers. A systematic approach to redesigning workflow, assessment of the organization's culture, and defining appropriate roles for leadership and physicians led to outstanding results in patient satisfaction, volume and bottom-line results. Scripps Health is a 2012 Success Story Award® winner.
Reducing Admissions Following Unscheduled Returns to the Emergency Department: A Daunting Challenge
Sandhya Mujumdar, MBBS, MD (Paediatrics), MSc in Health Care Management (U.K.), Deputy Director, Medical Affairs, National University Hospital, Singapore
Focus area: International
Session level: Intermediate
Tags: Emergency Department, Clinical Improvement
At National University Hospital, high admission rates after returns to the emergency department contributed to already overburdened inpatient facilities. This led to higher ED wait times for beds, affected access to definitive tertiary care for patients and decreased the ability to right-site patients, which resulted in poor care coordination and higher risk exposure for patients. Intra-departmental collaboration and strong leadership united staff to support the common goal of reducing admissions from the ED. National University Hospital is a 2012 Success Story Award® winner.
Spinning Plates: Managing the Payment Reform Challenge
Nell Buhlman, MBA, Vice President, Product Strategy, Press Ganey Associates, Inc.
Focus area: Clinical Quality & Efficiency
Session level: Intermediate
Tags: Payment Reform, Clinical Improvement
Hospital leadership faces the significant challenge of understanding their exposure under payment reform and prioritizing costly, resource-intensive improvement initiatives. The key to success is knowing which aspects of performance to focus on first. Current performance, payment at risk, calculation methodology and complexity of improvement efforts are all factors for consideration. This session will present a strategic framework for prioritizing and selecting measures for improvement as well as strategies and approaches that enable hospitals to achieve and sustain high levels of performance in areas that directly affect payment reform.
Taking the Time to Understand What Customers Want Pays Off
Jessica L. Dederer, MHA, Manager
Nancy L. Jackson, RN, Hospital Liaison Nurse
Mary Washington Hospice
Focus area: Home Care
Session level: Intermediate
Tags: Cultural Change
Sometimes you have to hit bottom to bounce to the top. Mary Washington Hospice patient satisfaction scores had plummeted to the 1st percentile and employee satisfaction was below median. By listening to its stakeholders, Mary Washington Hospice was able to understand service opportunities, improve processes and ultimately earn back the trust of employees and the community. The presenters will share strategies to identify and understand what customers want, and describe how employees embraced a new culture of service.
Wednesday, Nov. 14, 8:30 – 9:45 a.m.
CGCAHPS: Are You Ready?
Patricia Riskind, MBA, Senior Vice President, Advisory Services
Michael Schwab, MBA, Client Improvement Manager
Press Ganey Associates, Inc.
Focus area: Medical Practice
Session level: Intermediate
Tags: CAHPS
The Clinician & Group CAHPS survey is right around the corner. Is your medical practice prepared? CMS has already initiated the ACO CAHPS survey, NCQA has its Patient-centered Medical Home CAHPS version, and California and Minneapolis have launched state programs. What's next? When will public reporting become a reality for doctors? Get the latest update on CGCAHPS, how to prepare and how to use the results to improve.
Improving the Emergency Center Experience: We are All Accountable
John Murray, MBA, System Director of Patient Experience, Memorial Hermann
Aaron Arias, RN, MSN, Patient Care Director, Emergency and Critical Care Service Lines, Memorial Hermann Northwest Hospital
Cathy Meredith, RN, MSN, ENP, MBA, Vice President, Client Services, TeamHealth
Kelly Ward, RN, CEN, Emergency Nursing Director, Memorial Hermann Hospital System
Focus area: Strategy & Leadership
Session level: Intermediate
Tags: Emergency Department
Discover how Memorial Hermann, the largest not-for-profit health care system in Texas, aligned processes, behaviors and initiatives to support an improved patient experience across eleven busy emergency centers. Learn how the system set clear expectations for service behaviors and hardwired processes to ensure individual accountability for performance by sharing patient feedback captured during and after the visit with caregivers. Memorial Hermann Emergency Centers are a 2012 Press Ganey Success Story Award® winner.
Introduction to the Improvement PortalSM
Press Ganey Faculty
Focus area: Technology & Training
Session level: Suitable for users with limited Improvement Portal experience
The Press Ganey Improvement Portal (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.” Press Ganey experts will guide you through a live demo of the Improvement Portal and Quick Reports during this hands-on learning session. This dynamic resource provides real-time insight into current performance, immediate access to best-in-class improvement resources, and networking opportunities through the Community. Space is limited. Seating by reservation only. To reserve a seat, you must register for this session. Computers will be provided and you must have an active Improvement Portal username and password.
Patient Experience Today and Tomorrow: Comprehensive HCAHPS Update
Jodie Cunningham, BS, Director, Public Reporting, Press Ganey Associates, Inc.
Focus area: Patient Satisfaction
Session level: Introductory
Tags: CAHPS
The health care industry is facing one of the fastest and most uncertain transformations in its history. Measures of quality, including the patient experience, are continuing to rise in complexity and significance. Ensure you are up to date on the latest HCAHPS survey information. We will review recent changes to the administration process and share our findings from the early adopters of the new care transition measure question set. New surveys on the horizon that impact hospitals will also be highlighted.
Physician Partnership: Worst to First, and How We Got There
Steve Long, MHA, MBA, FACHE, President and CEO, Skiff Medical Center
Focus area: Employee & Physician
Session level: Introductory
Tags: Cultural Change
There is no silver bullet to improving physician partnership – it requires hard work and adherence to some basic principles. At Skiff Medical Center, a series of simple steps resulted in phenomenal increases in physician partnership scores. Steps implemented included understanding the value of a physician’s time and developing organizational structures; meeting structures and physical spaces in ways that protect that time; understanding a physician’s desire for outstanding diagnostic services; and understanding the physician's perspective on improving quality and the patient experience.
Summit Award® Panel Discussion
Focus area: Patient Satisfaction
Session level: Suitable for all
Almost 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 something to shout about. This panel of 2012 Summit Award® winners will share some of the challenges they faced and the victories they celebrated on their journey to distinction. Moderated by Press Ganey faculty, audience members will have the opportunity to ask questions of the panelists.
The University of Patient Satisfaction
Scott Scarborough, PhD, Senior Vice President & Executive Director
Ioan Duca, MSA, Chief Experience Officer
University of Toledo Medical Center
Focus area: Strategy & Leadership
Session level: Intermediate
Tags: Cultural Change
A few years ago, UTMC senior executives looked at the organization’s dismal patient satisfaction scores and decided to do something about it. Taking stock of the good, the bad and the ugly, they committed to an organization-wide cultural transformation. Learn about the centerpiece of their initiative: iCARE University, a hands-on cultural transformation center where more than 2,200 staff members, physicians, residents and fellows have been participating in rigorous behavioral training classes. University of Toledo Medical Center is a 2012 Success Story Award® winner.
Why Not 99? The Tie Between Satisfaction, Quality and Safety
Mark Klosterman, FACHE, CMPE, President and CEO, St. Joseph’s Hospital – Breese (Ill.)
Focus area: Clinical Quality & Efficiency
Session level: Advanced
Tags: Core Measures, Inpatient
A successful health care organization is built around three priorities: creating customer value by achieving top-box quality, maintaining consistently high patient and physician satisfaction, and creating a culture of colleague engagement. The entire organization, including the board, medical staff and front-line colleagues, must be in sync with these priorities. The presenter will explain the connection between engagement and satisfaction, share strategies that have been successful in increasing satisfaction and demonstrate how outcomes drive strong performance.
Wednesday, Nov. 14, 10:15 – 11:30 a.m.
A Burning Platform is Catalyst for ED Change
Shelly Schwedhelm, MSN, RN, Director, ED, Trauma & Preparedness Services
Mary Jane Egan, RN, BSN, Emergency Department Quality Champion
The Nebraska Medical Center
Focus area: Patient Satisfaction
Session level: Introductory
Tags: Emergency Department
Crisis can often be the catalyst you need to make a much needed change. A burning platform can help you realize that staying where you are is not an option and doing nothing will result in devastating consequences for patient care. For The Nebraska Medical Center, two events during the past few years ignited the fires of change. Learn strategies that leverage results both in ED throughput and patient satisfaction and hardwire results. The Nebraska Medical Center is a 2012 Success Story Award® winner.
Challenges and Strategies for Developing Patient Experience in an International Environment
Stacie Pallotta, MPH, Administrator, Cleveland Clinic
Focus area: International
Session level: Introductory
Tags: Prioritization to Implementation
Patient experience transcends languages, cultures and continents. The key learning objectives of this session are to explore the unique challenges patient experience faces from an international perspective and to develop strategies around these challenges. Specifically, the session will explore similarities and differences across the globe; review challenges in developing international patient experience programs; discuss strategies for successful identification, implementation and translation of best practices; and discuss strategies for sustainability of patient experience initiatives across international health care environments.
COME Together: Clinical Outcomes and Memorable Experiences
Robert G. David, CPA, President
Karen McNeil, BSN, RN, Chief Nursing Officer
Cindy M. Stec, MBA, Patient/Family Liason
University Hospitals Geneva and Conneaut Medical Centers
Ann H. Corba, Client Improvement Manager, Press Ganey Associates, Inc.
Focus area: Strategy & Leadership
Session level: Intermediate
Tags: Cultural Change
University Hospitals Geneva and Conneaut Medical Centers learned an important lesson during its journey to excellence: If you cannot measure it, you cannot change it. Knowing this and realizing it takes everyone within an organization to achieve a culture change, engaged teams and strategic leadership used numbers to gain organization-wide support and drive change. The result? Unparalleled clinical quality and superior experience of care. COME Together empowers every team member to make a difference in the eyes of patients, to speak with patients, and to listen to patients as well as their family members.
How to Read and Use Your Reports
Press Ganey Faculty
Focus area: Technology & Training
Session level: Suitable for all
Tags: Data Analysis
This interactive roundtable is for all clients, from the novice report reader to those with years of experience. The session is divided into three levels of report interpretation: just started, moderate level of experience, and many years of experience but looking for assistance to delve more deeply into the reports. Learn what all the report pages mean, discuss which report pages will help you focus your improvement efforts and discuss your report questions with Press Ganey staff.
Improvement PortalSM for Advanced Users
Press Ganey Faculty
Focus area: Technology & Training
Session level: Suitable for experienced Improvement Portal users
This hands-on learning session will explore how you can strategically leverage the Improvement Portal (patent pending) and Quick Reports. Topics covered in this session include how to create meaningful Quick Reports to share with other users in your organization, strategies for creating/pushing reports to users based on their roles, and best practices specific to reporting. Space is limited. Space is limited. Seating by reservation only. To reserve a seat, you must register for this session. Computers will be provided and you must have an active Improvement Portal username and password.
Journey to Sustained Results
Roddey E. Gettys, III, CEO
Dale Garrett, RN, Director of Quality & Risk Management
Baptist Easley Hospital
Focus area: Employee & Physician
Session level: Introductory
Tags: Sustaining Results
Baptist Easley Hospital has a strong record of consistently high performance in patient satisfaction, employee partnership and physician partnership. In addition to winning the Press Ganey Partner of Choice® and Distinctive WorkplaceTM awards in 2009, 2010 and 2011, the hospital has been named one of Modern Healthcare’s “100 Best Places to Work” since 2008. Join this session to learn how Baptist Easley was able to attain high satisfaction and partnership results and maintain high performance over multiple years. This session will give participants the tools needed to replicate the same performance.
The Journey Towards Reducing Readmissions
Sue Payne, MBA, RN, CHCE, Vice President, Home Health
John H. Jeffries, RN, BSN, CRRN, Director of Disease Management and Practice
Advanced Home Care
Focus area: Home Care
Session level: Advanced
Tags: Clinical Outcomes
The ultimate goal of any home health company is to deliver exceptional services that allow patients to remain in the home as independently and safely as possible. Reducing readmissions into acute care requires multiple approaches and organizational resolve. Learn about the readmission prevention strategies Advanced Home Care employed, including collaborative partnerships with hospitals and community-based transition of care initiatives; hardwiring results using leadership/employee scorecards; and early social work intervention, front loading of nursing visits, and telephonic and tele-monitoring visits.
Transformation to Excellence: A Model for Patient-centered Care in the Emergency Department
Tami W. Jones, RN, MSN, Director of Emergency Services and Critical Care
Christopher Hill, DO, Medical Director of Emergency Services
Allen Memorial Hospital
Focus area: Clinical Quality & Efficiency
Session level: Intermediate
Tags: Emergency Department, Operational Efficiency
Over the past year, Allen Memorial Hospital transformed its emergency department into a patient-centered department that provides exceptional patient service. Using adaptive leadership, the hospital engaged its physicians and staff in improvement efforts. In addition to achieving improved patient throughput times and significantly improved patient satisfaction scores, AMH improved staff satisfaction and realized a considerable increase in market share. Allen Memorial Hospital is a 2012 Success Story Award® winner.
Transitioning to a Culture of Patient-centered Care
Yates A. Lennon, MD, Physician Champion of the Patient Experience
Jean Quinn, Organization Excellence Developer
Cornerstone Health Care
Focus area: Medical Practice
Session level: Introductory
Tags: Cultural Change
Providing exceptional patient-centered care often requires a monumental shift in organizational culture, necessitating an equally challenging behavioral change among care providers. This session will provide an overview of the specific steps taken by Cornerstone Health Care to transition to patient-centered care, including formation of a multidisciplinary team; the selection of a Physician Champion; the use of Press Ganey data; and specific actions implemented to provide exceptional service to “every patient, every time.” Cornerstone Health Care is a 2012 Success Story Award® winner.