2016 press ganey regional education symposiums

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2016 PRESS GANEYREGIONAL EDUCATION SYMPOSIUMS

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San DiegoCompassion as a Driver in Health Care: Design, Develop and Deploy Becca Hawkins, MSN, ARNP, Director, Compassion Program, Providence Health & Services Mark Rosenberg, MD, FACP, Director, Compassion Program, Providence Health & Services

The delivery of safe, quality and reliable health care is important. But the public is increasingly asking health care organizations to provide care that is also consistently compassionate, while upholding safety, reliability and quality standards. To deliver on this, health care organizations need to determine how they will “hardwire” compassion into their processes. This will take purposeful design. Leadership plays a key role in encouraging compassion as a core value while simultaneously allowing compassion to grow organically. For compassion to develop among caregiver staff, organizations must align compassion with other key strategies, tailor compassion to key caregiver groups and determine how compassion will be measured. In this regard, balancing standardization and local innovation is crucial. This presentation will address organizational compassion, with an emphasis on the role of leadership, alignment and culture. Developing compassion among caregiver staff will be addressed and several examples will be offered. The complexities of measuring compassion will also be discussed.

KEYNOTE Day One 9:00 - 10:00 a.m.

Client Innovation Stories Day One 1:30 - 2:30 p.m.

Evolving the Patient Experience: Moving to A Safer and More Reliable Health Care SystemDr. James Merlino, President and Chief Medical Officer, Strategic Consulting, Press Ganey

Patient experience has been pejoratively branded as the need to improve satisfaction and make patients happy, but that is not an accurate definition of the term. Every health care organization must promise to deliver safe, high-quality care in an environment of patient centeredness. As such, patient experience should not be a silo defined as a service, but rather a strategy that incorporates safety, quality and service built on a cultural foundation of engaged caregivers who are driven to achieve high reliability. In this session, Dr. Merlino will explore strategies to better integrate the core enterprise initiatives of safety and service by identifying barriers to change and implementing mitigation tactics to unleash high performance more effectively, enhance the patient experience and, ultimately, deliver better health care value.

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KEYNOTE Day One 9:00 - 10:00 a.m. KEYNOTE Day Two 8:30 - 9:30 a.m.

Returning to the Why: Patient and Caregiver Suffering and CareChristina Dempsey, MSN, MBA, CNOR, CENP, Senior Vice President, Chief Nursing Officer, Press Ganey

The nuances of advancing the patient experience may be complex, but the process of improving the patient experience doesn’t have to be. To deliver the optimal patient experience clinically, operationally, culturally and behaviorally, we must go back to basics and focus on reducing suffering across the continuum of care—both for patients as well as for those who care for them every day. Engagement, leadership and a shared purpose of reducing suffering help solidify the relationship between patient experience, clinical quality and safety. By returning to core principles, we can revolutionize the care experience.

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Client Innovation Stories Day One 1:30 - 2:30 p.m

ChicagoAchieving High Reliability Using the CAHPS Survey ResultsMichelle Maimonis, MPH, Business Intelligence Consultant, Advocate Health Care Erin Pangallo, Director, Service Excellence/Magnet Program, Advocate Health Care, Lutheran General Hospital

In early 2014, Advocate Health Care adopted the Press Ganey approach to measuring CAHPS results when it began to collect Service Reliability HCAHPS measures. Service Reliability measures provide a unique way to look at opportunities to improve, allowing organizations to identify ideal experiences across the different HCAHPS service items. Concurrent to adopting the Service Reliability approach, Advocate began a partnership with Healthcare Performance Improvement (HPI) to create a culture of safety and high reliability within its nursing units. This presentation will walk attendees through the core concepts of the Service Reliability approach, the pros and cons of this type of measurement, Advocate’s implementation strategy and how the Service Reliability approach works in concert with the HPI approach to achieving a high reliability organization.

HoustonImproving Patient Experience at the Microsystem LevelVirginia (Ginny) Bowman, MSN, RN, AOCNS, CNL, Director, Nursing Programs, University of Texas MD Anderson Cancer Center Roxy Blackburn, MSN, RN, NEA-BC, Director, Clinical Nursing, University of Texas MD Anderson Cancer Center

The University of Texas MD Anderson Cancer Center created and implemented a patient care delivery model designed to improve patient care at the microsystem level. The model focuses on team function, communication and collaboration to achieve safe, effective, continuous and coordinated patient care. This session will discuss how the model was implemented, including the level of involvement of the center’s clinical nurse leaders. In addition to reviewing pre- and post-patient experience scores, we also will identify critical lessons learned and recommended best practices.




Register OnlineSpace at symposiums is limited, so register soon. We cannot guarantee registrations received within 10 business days of a symposium. Registration is open only to current Press Ganey clients. Register online at regionals.pressganey.com.

Special OfferIf your organization sends five people, the sixth registration is half price. Or, send 10 people and the eleventh registration is free. To take advantage of the discounts, please email [email protected].

Registration FeeEarly Bird Rate: $395 Regular Rate: $429 The cut-off date for the Early Bird discount varies by city. Registration fee includes lunch the first day and breakfast both days.

“Incredibly relevant content for all excellent topics. Would be great for senior leaders.” “I feel fueled, motivated and prepared with new skills to take back to my facility.” - 2015 Symposium Attendees

HOTEL INFORMATION

San Diego, May 3-4The Westin San Diego 400 West Broadway, San Diego, CA 92101888.627.9033Rate: $229/night plus taxesReserve your room online Early Bird Registration Discount and Cutoff Deadline: April 18, 2016

Chicago, June 1-2Sheraton Chicago Hotel & Towers 301 East North Water St, Chicago, IL 60611877.242.2558Rate: $239/night plus taxesReserve your room online Early Bird Registration Discount and Cutoff Deadline: May 4, 2016

Houston, June 8-9JW Marriott Houston 5150 Westheimer Rd., Houston, TX 77056 888.236.2427Rate: $179/night plus taxesReserve your room online Early Bird Registration Discount and Cutoff Deadline: May 18, 2016


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AGENDA

Day TwoBreakfast ............................................. 7:30 - 8:30 a.m.

Keynote: Returning to the Why: Patient and Caregiver Suffering and Care Christy Dempsey .................................. 8:30 - 9:30 a.m.

Break .................................................... 9:30 - 9:45 a.m.

Breakout Sessions .............................. 9:45 - 10:45 a.m.

n Care Coordination: Are Your Patients Feeling It?

n The New Frontier of Provider Coaching: How to Create Organizational Alignment for Greater Outcomes

Break ............................................... 10:45 - 11:00 a.m.

Breakout Sessions ..................................... 11:00 - Noon

nIdentifying Subtle Messages that Erode Empathy

n Utilizing Press Ganey Online Reports

Focus Area Legend:

nCompassionate, Connected Care in Action

n Transforming the Patient Experience

Day OneBreakfast .............................................. 8:00 - 9:00 a.m.

Welcome Remarks and Keynote Evolving the Patient Experience: Moving to A Safer and More Reliable Health Care System Dr. James Merlino .............................. 9:00 - 10:00 a.m.

Break ................................................ 10:00 - 10:15 a.m.

Breakout Sessions ............................ 10:15 - 11:15 a.m.

n CAHPS Expansion: A Survey for (Almost) Every Setting

n Burnout: Why it Matters and What You Should Be Doing About it

Break ................................................ 11:15 - 11:30 a.m.

Breakout Sessions .................... 11:30 a.m. - 12:30 p.m.

n Infusing Compassion Practices in a Task Driven World: A Parallel Approach

n Staffing vs. Practice Environment: Which Have a Greater Impact on Performance?

Lunch ................................................ 12:30 - 1:30 p.m.

Client Innovation Stories ...................... 1:30 - 2:30 p.m.

San Diego | Compassion as a Driver in Health Care: Design, Develop and Deploy

Chicago | Achieving High Reliability Using the CAHPS Survey Results

Houston | Improving Patient Experience at the Microsystem Level

Break .................................................... 2:30 - 2:45 p.m.

Breakout Sessions ................................ 2:45 - 3:45 p.m.

n From Lucky to Legit: Transforming Culture through Leadership Rounding

n High Reliability: The Foundation of an Exceptional Patient Experience

Break .................................................... 3:45 - 4:00 p.m.

Breakout Sessions ................................ 4:00 - 5:00 p.m.

n Closing the Gap: Best Practices in Post-Discharge Follow-Up

n Inspiring Staff to Deliver Empathetic Care: A Living Experience

Justification Letter The Press Ganey Regional Education Symposiums provide health care professionals valuable educational and networking opportunities. Attendees can choose from more than 15 educational sessions, with continuing education credits available for nursing, CPHQ and ACHE. Download the customizable letter from our website: pressganey.com/regionalsymposiums



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“Exceptional. Able to apply all concepts at every practice level.” - 2015 Symposium Attendee

DAY ONE

10:15 - 11:15 a.m.

CAHPS Expansion: A Survey for (Almost) Every SettingJodie Cunningham, BS, Vice President, Reporting & Policy

nFocus Area: Compassionate, Connected Care in Action

The next wave of regulated surveys will greatly expand the collection of patient experience data across the care continuum. In this session, we will review the latest updates to current CAHPS survey requirements for hospitals, medical groups and post-acute-care providers, as well as forthcoming surveys and their anticipated implementation timelines. You will also learn how the survey results will impact your reimbursement and reputation.

Burnout: Why It Matters and What You Should Be Doing About ItBarbara Reilly, PhD, Senior Vice President, Employee, Physician and Nurse Engagement

nFocus Area: Transforming the Patient Experience

Burnout is a serious condition caused by far more than feelings of fatigue or stress. The prevalence of burnout among health care workers is well established and increasing, and its consequences are severe and can be life-threatening. The pursuit of reducing patient suffering requires caring for caregivers; as such, burnout should be a top concern for all health care leaders. Addressing burnout in a meaningful way is a key component of establishing a healthy and productive work environment. In this session, you will discover the key indicators of burnout and ways to prevent it.

Focus AreasTo assist you as you make your selections, a focus area is included in each session description. This descriptor identifies the core focus of that particular session.

nCompassionate, Connected Care in Action

As the health care industry evolves toward a more patient-centric approach to care delivery, approaches to enhancing the patient experience must also evolve to meet patients’ needs, reduce suffering and achieve high performance. Sessions in this track provide direct caregiver-to-patient best practices related to building compassion, rounding and care coordination among other topics.

nTransforming the Patient Experience

Implementation is a critical step of any patient experience improvement initiative. A solid cultural foundation is needed to build the organization-wide support and engagement that make a program successful. Focusing on elements that build a strong culture, such as high reliability, recognizing and addressing burnout, and inspiring empathy, these sessions present approaches to transforming your organization from the inside out.



11:30 a.m. - 12:30 p.m.

Infusing Compassion Practices in a Task Driven World: A Parallel Approach Renee Carolan, BA, Patient Experience Advisor/Onboarding Specialist

Sheila Meehan, Patient Experience Advisor

Daniyel McAlvey, Patient Experience Advisor


So many times in health care, compassion is viewed as an extra duty that is added to an already jam-packed series of tasks. The goal of this session is to show how compassion should be viewed as a necessary component that health care workers should practice in parallel with their other duties. In addition to demonstrating ways in which compassion and empathy can be infused into patient care, we will evaluate the four common expectations in health care—acccuracy, efficiency, proficiency, and detachment—and review key strategies to enhance the tasks reflected in these expectations to produce accuracy and compassion, efficiency and compassion, proficiency and compassion, and detachment and compassion.

Staffing vs. Practice Environment: Which Have a Greater Impact on Performance? Nell Buhlman, MBA, Senior Vice President, Clinical & Analytic Services


Recent findings from analysis of the combined National Database of Nursing Quality Indicators (NDNQI) and patient experience data sets confirm long-held assumptions regarding the influence of nursing practice on the patient experience. They also reveal powerful insights into how the caregiver experience impacts the patient experience. In this session, you will learn how you can leverage these findings and your own performance data within your organization, as well as explore how to pinpoint the elements of structure and process that shape outcomes.

2:45 - 3:45 p.m.

From Lucky to Legit: Transforming Culture through Leadership Rounding Kristy Gay, Managing Engagement Advisor

Dawn Robbins, Patient Experience Advisor

Celeste Nau, Patient Experience Advisor


Leader rounding has long been recognized as a practice that has a significant impact on culture. However, organizations still struggle to determine what types of leader rounding to implement and, more important, how to promote responsibility for quality rounds. Join our Press Ganey advisors as they share an overview of the impact of leader rounding, examples of current rounding programs and key components that drive quality and accountability so that you can take your leader rounding program from lucky to legit.

High Reliability: The Foundation of an Exceptional Patient Experience Steven Kreiser, CDR (USN, Ret.), MBA, MSM, Senior HPI Consultant

David Varnes, CDR (USN Ret.), MSAE, Senior HPI Consultant


High reliability is the study of human performance in complex systems and includes resilient system design, focused analysis of safety events, tools to minimize the probability of error, techniques to minimize waste in processes and tactics to position safety as a core element of operations. This session will describe how concepts borrowed from high reliability organizations (HROs), such as those in the aviation and nuclear power industries, can lead to dramatic improvements in safety, quality and satisfaction.


DAY ONE continued




“Reinvigorates caregivers to go back with a renewed attitude.”

“Excellent. Every session had valuable, practical info.”

“All of the presenters were passionate and extremely knowledgeable. Really enjoyed the presentations.”

“First time attending. Hope to attend annually, as the information was very useful. - 2015 Symposium Attendees

4:00 - 5:00 p.m.

Closing the Gap: Best Practices in Post-Discharge Follow-UpLynn Beebe, BA, CPHQ, Patient Experience Advisor

Angie Smith, MHA, Patient Experience Advisor

Renee Rieder, BS, Managing Advisor


Post-discharge follow-up, when done effectively, can improve the entire patient experience. This session will focus on post-discharge follow-up calls for the purpose of achieving increased performance in three major areas: quality outcomes, patient perception of care and reduction of readmissions. Attendees will learn evidence-based best practices that they can implement in a variety of ways to accommodate their organization’s needs and resources.

Inspiring Staff to Deliver Empathetic Care: A Living ExperienceKate Sims, MHA, Patient Experience Advisor

Brooke Petrillo, Engagement Advisor

Wendy Lopez, Patient Experience Advisor


Exhibiting empathy and compassion in the delivery of health care results in positive patient outcomes, but it can be difficult for health care leaders to inspire these traits among their workforce given the pressures and stress that caregivers must manage on a daily basis. A culture of empathy requires leaders who recognize and prioritize their own needs as well as those of their workforce. This session will provide you with the tools you need to inspire an empathetic workforce. You will learn how to acknowledge the significance of empathy in health care, identify and demonstrate empathic behaviors and plan for practical and timely actions that will have a positive impact on both the patients and caregivers within your organization.

DAY ONE continued



9:45 - 10:45 a.m.

Care Coordination: Are Your Patients Feeling It?Laura Johnson, MS, Patient Experience Advisor

Laura Aiken, Patient Experience Advisor

Melissa Streck, M.Ed, Patient Experience Advisor


Patients expect their care team will provide coordinated care. But is your organization ensuring that your patients make that connection? After defining what care coordination means to patients, we will share examples and strategies for displaying care coordination that can be applied in multiple care settings. Although care coordination exists both behind the scenes and in front of patients, we will focus on those strategies that are patient-facing.

The New Frontier of Provider Coaching: How to Create Organizational Alignment for Greater OutcomesKristi Roe, MA, Managing Consultant


Provider coaching is an often-recognized need in health care organizations, but when it comes to implementing such a program many do not know where to begin. It is also very intimidating to directly coach providers. This session will reveal strategies for designing and developing a provider coaching program and highlight approaches and methods that work. In addition to discussing the details of organizational readiness and implementation, attendees will learn how a strong focus on infrastructure development will foster greater sustainment and performance.

11:00 a.m. - Noon

Identifying the Subtle Messages That Erode EmpathyAnne Grill, Patient Experience Advisor

Kristen Ragusa, MA, Patient Experience Advisor

Ashley Bauer, MHA, Patient Experience Advisor


Striving for high levels of empathy in your organization is key. It can help you connect with consumers, improve your patient experience and create the kind of culture that appeals to all audiences. Empathy is critical to compassionate, connected care. What you may not realize is that you may be sending subtle messages in which you are eroding the empathy you are trying to exhibit. Join us for this informative session in which we will explore these counterproductive messages and discuss ways to identify them.

Utilizing Press Ganey Online Reports Jeanna Founds, CPHQ, Patient Experience Advisor

Patrick Tiffany, Patient Experience Advisor

Michele Nafziger, Patient Experience Advisor


To stimulate improvement within your organization you need to do more than conduct surveys. You need to be able to easily access and interpret the data from those surveys so that you can understand and improve the patient experience. In this session, you will learn the basic fundamentals of using the Press Ganey reporting tools. The goal of the session is to enable beginners to easily navigate survey data and use the reporting resources more efficiently. Spend less time finding your data and more time acting on it! Please note that this is a presentation and discussion session, not a hands-on computer lab.

DAY TWO





WELCOME

Keith Grispo President, Client Management

Keith works closely with all of Press Ganey’s existing clients to assess their strategic plans and help them leverage their partnership with Press Ganey. He works with his team to ensure all are highly aligned with their clients and actively support and assist them with their improvement and performance goals. His passion for improving the patient experience and reducing patient suffering has been heightened by his daughter’s fight with leukemia. His family’s experiences have given him a unique perspective on family-centered care and what health care providers can do to reduce the suffering and anxiety patients and families endure. Keith holds a bachelor’s degree in communication from the

University of Iowa and resides in Plainfield, Illinois with his wife and two daughters.

Dan SchumanPresident, Midwest Region

For 25 years in health care informatics, Dan has focused squarely on meeting and exceeding customer requirements. He has partnered with Midwest providers to enable improvement in patient experience and delivering high quality, cost effective care. Dan is responsible for managing Press Ganey’s strategic resources to achieve his customers’ goals in the reduction of suffering and anxiety experienced by their patients and families. Dan has a bachelor’s degree from Marquette University and resides in Chicago with his wife and son.

Mike ScarlettPresident, Central Region

Mike has over 29 years of related health care experience and has been an integral part of business development, client services and health care consulting teams that were successful in delivering solution-based strategies to improve performance. Before rejoining Press Ganey last year, Mike held the position of Vice President of Research Sales and Client Services at HealthStream. Previously, he spent more than 20 years at Cox Health in Springfield, Missouri in various roles. Most recently, he served as the Director of Guest Services. Mike holds a Bachelor of Science degree from Drury University. He resides with his wife, Beverly, near Springfield, Missouri.

As partners in your organization’s mission to deliver patient-centered care, we have designed a symposium program of innovative, educational sessions and networking opportunities to provide you and your colleagues with best practices and resources to drive lasting change within your organization. As your hosts, my colleagues and I look forward to welcoming you.



Fees and How to RegisterEarly Bird Rate: $395 per person. Regular Rate: $429 per person.

Registration fee includes lunch the first day and breakfast both days. Register online at regionals.pressganey.com. Registration is open only to current Press Ganey clients.

CancellationsCancellations must be sent in writing to [email protected]. To receive a full refund, cancellations must be made three business days prior to the event. If cancellations are made after that time, or if a registrant does not attend, the full registration fee will be charged.

Attendee SubstitutionIf you’ve registered for the symposium, but can’t attend and want to send someone in your place, you must cancel your registration by sending an email to [email protected]. You must then register the new attendee online.

Special Registration OfferIf your organization sends five people, the sixth registration is half price. Or, send 10 people and the eleventh registration is free. To take advantage of the discounts, please email [email protected].

Hotel ReservationsPlease contact the hotel directly to make reservations, cancellations or changes to your hotel reservations. Reservation and cancellation policies vary by hotel. For your convenience, a block of rooms has been reserved at each symposium location. Mention Press Ganey when booking. Space is limited; reserve your room early. Hotel accommodations are not included in the symposium registration rate.

AttireBusiness casual attire is appropriate for all sessions. Please note that it is difficult to control the temperature in the meeting rooms. Therefore, you may want to bring a light sweater or jacket. We’ll do our best to ensure that room conditions are comfortable.

Symposium Registration InformationRegister at regionals.pressganey.com

Continuing EducationEarn Continuing Education Credits for Attending a SymposiumPress Ganey is accredited as a provider of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation.

Press is authorized to award pre-approved ACHE Qualified Education credit for programs toward advancement, or recertification in the American College of Healthcare Executives. Participants in select programs wishing to have the continuing education hours applied toward ACHE Qualified Education credit should indicate their attendance when submitting application to the American College of Healthcare Executives for advancement or recertification.

Direct questions regarding continuing education credits, please email [email protected]

Due to potential scheduling conflicts, speaker substitutions may occur.

REGISTRATION INFORMATION








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Join Us!

2016 PRESS GANEYREGIONAL EDUCATION SYMPOSIUMS

Register Today to Get the Early Bird Registration Rate!© 2016 Press Ganey Associates, Inc.

Register Today to Get the Early Bird Registration Rate.

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2016 press ganey regional education symposiums

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