Program Schedule

Continental Breakfast 8:00 am - 9:00 am
Program 9:00 am - 4:15 pm
Reception 4:15 pm - 5:30 pm

Health Care Excellence: Hardwiring The Results That Matter

• High Quality Clinical Care
• Reduced Costs
• Exceptional Leadership
• Process and Metrics Improvement
• Evidence-based patient safety
• Patient Satisfaction
• Holding Physicians Accountable

Leadership For Great Customer Service / Patient Satisfaction In A Value Base Purchasing, HCAHPS Era

• #1 reason to get this right? It makes your job easier!
• #2 reason? You can’t afford to get this wrong!
• A-Team strategies for sustained excellence
• Improving patient satisfaction scores

Improving Front-End ED Patient Flow: Successful Change Management

• Critical patient flow concepts in the E.D.
• Key improvement strategies, tactics and methods
• Hardwiring emergency department flow to decrease Left Without Being Seen (LWBS) rates and diversions
• Optimizing emergency department flow to improve staff satisfaction and the patient experience

Hospital-Wide Patient Flow: Cracking The Code

• Identifying the key challenges, barriers and opportunities
• Developing short- and long-term plans for improving hospital-wide patient flow
• Engaging your clinical team
• Why it matters: the business case for flow

Becoming The High Quality, Cost-Efficient Alternative Across Service Lines

• Teamwork: Don’t say it. Play it!
• “Handing off the baton” in health care
• Creating the risk-free health care experience through execution of an evidence-based approach

Door-To-Discharge with Rapid Admission Process and Gap Orders

• Working with hospitalists
• Opportunities to increase revenue, reduce costs and minimize or eliminate subsidies
• How to improve bed management and speed inpatient admission
• How emergency medicine physicians and hospitalists can work together seamlessly to increase throughput, decrease E.D. boarding times and increase patient satisfaction
• Maximizing financial synergies

Engaging Doctors: Changing / Managing / Influencing Physician Behavior

• Getting your physicians on-board
• Aligning physician and hospital mission, vision and values
• Answering the question, “What’s in it for them?”
• The art and science of holding physicians accountable
• Moving the bell-shaped curve
• Managing culture change

Preparing Your Hospital And Emergency Department For HCAHPS

• The open book test approach
• Doctors love data
• The A-Team toolkit
• Focused patient satisfaction coaching: tying performance to the results that matter