PurPoseLearn from and interact with bold, courageous leaders who have utilized the principles of Relationship-Based Care and I2E2: Leading Lasting Change to transform the culture of their health care organizations. Come hear about the impact Relationship-Based Care has on enhancing clinical quality, safety, and patient, family, and staff satisfaction.

Who should Attend For greatest impact, attend as teams that include individuals from all of the categories below. By attending together your organization will be better prepared to take action on plans stimulated by what you learn at the conference.

Include leaders from acute, ambulatory, long term care, and academic settings:

✦ Administration: CEOs, CNOs, CXOs, CMOs, COOs, CFOs, HR, board members, etc.

✦ relationship-Based Care Leaders: Leaders representing communications, education, quality improvement, caring/healing, physician partnerships, and service support.

✦ results Council or steering Teams: Leaders representing communications, education, quality improvement, caring/healing, physician partnerships, and service support.

✦ Department/unit Managers and Directors: Physicians, nurses, allied health professionals, service support leaders, and pastoral care.

✦ staff: Unit/Department Practice Councils representing allied health professionals (RT, PT, Pharmacists, etc.), nurses, physicians, and others engaged in RBC implementation.

✦ Academic Faculty: Nursing, medical, allied health professionals, health care administration.

✦ students: Nursing, medical, allied health professionals, health care administration.

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Showcasing Bold and Courageous Leadership in Health Care: Making the Quality, Safety, and Business Case for Compassion

Call for Abstracts!Have you helped transform the culture of your health care organization using the principles of relationship-Based Care? Then you are a bold and courageous leader, and we want to hear your story!

We are accepting abstracts through March 31, 2013. Those selected will be notified by April 15, 2013. If your abstract gets selected, you will have the opportunity to present a poster to the Symposium attendees.

Abstract application and submission guidelines can be found at chcm.com. If you have additional questions, please contact us at chcm@chcm.com.

This is a great opportunity to inspire others and be recognized by your peers!

Page 2 • Turn to page 11 or visit chcm.com to register! • Call: 800.728.7766

Comments from Past Participants

“The most powerful conference I have ever attended!”

“I came here not having a clear understanding of Relationship-Based Care and am leaving here being very inspired. I wish all of my co-workers could have had the opportunity to share in this experience.”

“I think one of the most valuable lessons I will take with me is insight into myself, which is where all change begins.”

“I came here this week with hopes of finding a way to break the barriers between MDs and RNs, and I’ve taken away with me so much more. This has not only been a career changing milestone but a personal stepping stone that I will NEVER forget! My only regret this week has been that

I wished I had brought some physicians with me.”

“Carefully selected keynote speakers and engaging panel members really drove home the values and principles needed for success in implementing Relationship-Based Care.”

“One of the most inspiring conferences I have attended.”

International Relationship-Based Care Symposium Objectives

At the completion of the International Relationship-Based Care Symposium, participants will be able to: ✦ Describe the value of a Relationship-Based Care culture in today’s cost-focused, outcomes driven health

care environment.

✦ Develop strategies designed to engage and inspire colleagues from point of care/service to the boardroom, in harnessing the power of Relationship-Based Care, resulting in their organization’s ability to provide an improved patient experience and superior clinical outcomes.

✦ Identify innovative best practices for implementing and sustaining a Relationship-Based Care culture.

Bene fits of Attending this Unique Con ference

✦ This symposium provides an inter-professional approach to learning, which encourages attendees representing diverse roles at all levels of an organization to develop a shared passion and commitment for prioritizing therapeutic relationships as the primary way to impact patient care outcomes.

✦ Each day will feature inspiring keynote presentations by high-profile thought leaders along with targeted, intensive learning sessions that address specific interests from many disciplines.

✦ Meet and learn from people from across the world who have demonstrated best practices and innovations in Relationship-Based Care.

✦ Rejuvenate in a unique resort environment that supports inspiration, healing, self awareness, and personal growth.

International Relationship-Based Care Symposium • september 10–13, 2013 • Page 3

Keynote Speakers

Brené Brown, PhD, LMSW, is a research professor at the University of Houston Graduate College of Social Work. She has spent the past decade studying vulnerability, courage, worthiness, and shame. Her 2010 TEDxHouston talk on the power of vulnerability is one of TED’s most watched talks. Dr. Brown has appeared on Oprah, Katie, The Today Show, and other major media outlets.

Lee Woodruff’s first book, In an Instant, was co-authored with her husband Bob, the ABC News anchor who was critically injured in Iraq in 2006. In an Instant spent over a month at #1 on the New York Times best seller list. She is also the author of Perfectly Imperfect—A Life in Progress (2009) and the novel, Those We Love Most (2012). Lee Woodruff will speak on what she experienced as the family member of a critically ill loved one.

Daniel Pink is an acclaimed speaker and the author of four provocative books about the changing world of work, including A Whole New Mind, and the #1 New York Times best seller, DRIVE: The Surprising Truth About What Motivates Us.

roger Nierenberg has had a distinguished career at the helm of two American orchestras and numerous guest conducting engagements with premiere orchestras and opera companies worldwide. He has presented “The Music Paradigm” for hundreds of organizations in numerous countries with over 90 different orchestras. His book Maestro: A Surprising Story about Leading by Listening received an award for Best Leadership Book of 2009.

Marie Manthey, MNA, FRCN, FAAN, President Emeritus of Creative Health Care Management, author of The Practice of Primary Nursing, will be speaking about “Fulfilling Our Sacred Trust” as we create therapeutic relationships with the patients and families we serve.

Page 4 • Turn to page 11 or visit chcm.com to register! • Call: 800.728.7766

Crittenton Hospital Medical Center (CHMC) provides a full scope of inpa-tient, outpatient, and surgical care to

over 30,000 community members each year. CHMC is a fully-accredited teaching facility, providing learning opportunities for residents from two distinguished campuses. In partner-ship with Creative Health Care Management, CHMC con-tinues to integrate Relationship-Based Care (RBC) into its professional nursing, ancillary, and supporting department practices. The RBC model is the framework for empowering employees to create meaningful and intentional relationship with their patients and families, their team, and themselves. CHMC has experienced improved outcomes in indicators of patient and employee satisfaction and service excellence since implementing RBC.

The VA Healthcare system of ohio (VISN 10) is one of 21 Veterans Integrated Service Networks (VISNs) in the Veterans Health Administration. VISN 10 is an integrated health care system consisting of four VA medical centers, one VA ambulatory care clinic, thirty-two community-based outpatient

clinics, and one outreach clinic. VISN 10 provides high-quality health care to Veterans in nearly 100 counties across Ohio, Northern Kentucky, and Southeast Indiana. Individuals working in VISN 10 facilities demonstrate their deep gratitude to our nation’s veterans by committing themselves whole heartedly to “veteran-centered care” every day.

Keynote Speakers

Barbara McAfee will help participants end each day on a “high note” as she blends practical content, sassy music, useful wisdom, and sophisticated humor into each

afternoon’s send-off. Barbara has released six CDs of her music, and her book, Full Voice: The Art and Practice of Vocal Presence, was an Amazon #1 bestseller.

As an organizational development consultant, she specialized in team building, communications, and applying organizational principles and practices within

communities. As a voice coach for over 20 years, she helps leaders from all walks of life to more fully express their power and presence.

Mary Jo Kreitzer, PhD, RN, is the founder and director of the Center for Spirituality & Healing at the University of Minnesota.

Dr. Kreitzer will speak on Whole Systems Healing: Implications for Well-Being Leadership.

Michael Trout, MA, BA, psychologist, founder of The Infant-Parent Institute, and co-author of See Me as a Person, will be speaking about the power of attunement, presence, and three distinct therapeutic practices that work to create therapeutic

relationships even within chaotic care environments.

Featured Organizations

International Relationship-Based Care Symposium • september 10–13, 2013 • Page 5

Seminar ScheduleMonday, september 9, 2013

6:00–8:00 p.m. Pre-registration

Tuesday, september 10, 2013 - symposium Day 1

7:45–9:00 a.m. Registration, Gather, and Continental Breakfast

9:00–11:00 a.m. The Music Paradigm: Leading by Listening and the Power of Attunement —Roger Nierenberg Participants will experience first-hand the core characteristics of leadership and the nuances of leading and following in order to create synergy, harmony, unity, and change.

11:00-11:30 a.m. Break

11:30 a.m.– 12:45 p.m.

The rebirth of a Caring Culture: From Distrust and Disunity to Compassion and Joy —Kathleen Van Wagoner Community hospital leaders describe how the implementation and integration of Relationship-Based Care advanced their organizational culture to one in which extraordinary care and highly committed professional staff are the norm.

12:45–2:00 p.m. Lunch

2:00–3:15 p.m. The Journey from National Mission to Personalized Care for ohio Veterans —Jack Hetrick and James Hall Leaders from the multi-site VA Healthcare System of Ohio share the impact of Relationship-Based Care in achieving the national directive for veteran-centered care and in creating a culture of employee empowerment.

3:15–3:45 p.m. Break

3:45–4:45 p.m. Whole systems Healing: Implications for Well-Being Leadership —Dr. Mary Jo Kreitzer Drawing from the lessons of complexity science, Whole Systems Leadership recognizes that when many interconnected individuals and groups take many small actions, a shift happens in the larger patterns of communities, organizations, and societies.

4:45–5:00 p.m. Celebration and reflection with Barbara McAfee

Wednesday, september 11, 2013 - symposium Day 2

7:30–8:30 a.m. Gather and Continental Breakfast

8:30–10:00 a.m. Daring Greatly: How the Courage to be Vulnerable Transforms the Way We Live, Love, and Lead —Dr. Brené Brown Vulnerability is indeed at the core of difficult emotions, but it is also the birthplace of creativity and innovation, authenticity, adaptability to change, and accountability.

10:00–10:30 a.m. Break

10:30 a.m.–12:30 p.m. MorNING INTeNsIVe sessIoNs (See Page 8 for Full Descriptions)

1. Technology and Human Connection: Best Practices for Integration of High Tech and High Touch

2. Safeguarding Autonomy and Commitment within Cultures of Standardization

3. Creating Cultures of Belonging: Welcoming and Connecting Newcomers to Our Teams

4. Learning from the Contributions of Service Support Staff

5. Stop the Madness: The Keys to Integrating and Aligning Multiple Initiatives

6. The Drive for Excellence: How RBC Supports Magnet® and Magnet® Supports RBC

7. Excellent Patient and Family Experiences: Authentic Connection IS the Solution

12:30–2:00 p.m. Lunch

Page 6 • Turn to page 11 or visit chcm.com to register! • Call: 800.728.7766

Seminar Schedule Continued2:00–4:00 p.m. AFTerNooN INTeNsIVe sessIoNs (See Page 8 for Full Descriptions)

8. The Business Case for RBC: Making the Obvious Clear and Compelling

9. The Physician’s Role in the Patient and Family Experience

10. Vulnerability in Crisis: Getting the Patient Experience Right in the Emergency Department

11. The Middle Manager Maestro: Creating & Sustaining Commitment in Chaotic Environments

12. The Relationship-Based Care Learning Community: An Academic Model for Integrating the Art and Science of Caring

13. The Quality of All Relationships Impacts Patient Safety

14. The Self-Care Imperative

6:30 p.m. Best Practice extravaganza! Presentations, Wine and Cheese Reception

Thursday, september 12, 2013 - symposium Day 3

7:30–8:30 a.m. Gather and Continental Breakfast

8:30–10:00 a.m. The surprising Truth: The science Behind What Drives us —Daniel Pink Pink exposes the mismatch between what science knows and what business does and how that affects every aspect of life.

10:00–10:30 a.m. Break

10:30–11:45 a.m. Moving from Thought Leader to Action: Who are You In This Work? Bold and courageous CEOs reflect on their leadership journeys. They will explore the passion, purpose, and values that drive them.

11:45 a.m.–1:15 p.m. Lunch

1:15–2:30 p.m. The Impact of Persistent Focus & Commitment: sustainment stories —Georgia Persky and Pat Roach Visionary leaders from two organizations share compelling evidence on the improvement of quality, safety, and business operations over their 8-year RBC implementation journeys.

2:30–3:00 p.m. Break

3:00–4:45 p.m. World Café: Meaning and Movement

4:45–5:00 p.m. Celebration and reflection with Barbara McAfee

7:30–9:00 p.m. Music Café with Barbara McAfee

Friday, september 13, 2013 - symposium Day 4

7:00–8:00 a.m. Gather and Continental Breakfast

8:00–8:30 a.m. Poster Awards Recognition

8:30–9:00 a.m. A Moment of Clarity: A New Clinician’s Perspective —Kelly Poppaw How a new health care professional discovered the meaning of compassionate, patient-centered care.

9:00–10:30 a.m. Fulfilling our sacred Trust —Michael Trout and Marie Manthey Emerson said, “The years teach much which the days never knew.” Two esteemed wisdom keepers wonder with us about how all that we’ve learned can and should inform our future.

10:30–11:00 a.m. Break

11:00 a.m.–12:00 p.m. Courage in the Face of Adversity: A Family’s Journey of Healing —Lee Woodruff The inspiring story of her family’s recovery after her husband’s devastating injury while embedded with troops in Iraq. The Oklahoman called her book, In an Instant, a “testimony to the power of the human spirit, to the catharsis of love, and to infinite hope.”

12:00–12:15 p.m. Celebration, Blessing, and sending —Barbara McAfee

International Relationship-Based Care Symposium • september 10–13, 2013 • Page 7

Intensive SessionsMorning Intensive sessions (10:30 a.m.–12:30 p.m.)

1. Technology and Human Connection: Best Practices for Integration of High Tech and High Touch. This panel features new and innovative approaches in using technology that strengthens communication, connection, and partnership with patients and families.

2. safeguarding Autonomy and Commitment within Cultures of standardization. This think tank explores the tension created by the need to safeguard creativity, autonomy, and commitment within cultures that are driven by regulation, compliance, and standardization.

3. Creating Cultures of Belonging: Welcoming and Connecting Newcomers to our Teams. This panel explores and describes best practices for hiring, orienting, and integrating individuals into the culture resulting in an alignment of values and a sense of belonging within the team.

4. Learning from the Contributions of service support staff. This panel will share inspiring stories of how Relationship-Based Care (RBC) thrives in departments such as security, dietary, and environmental services, including descriptions of their council processes, success factors, and implications for cultural transformation.

5. stop the Madness: The Keys to Integrating and Aligning Multiple Initiatives. This panel will discuss ways in which RBC and I2E2 can be used to align and integrate multiple initiatives in order to move from a chaotic and pressured culture to one that is calm and creative.

6. The Drive for excellence: How rBC supports Magnet®* and Magnet® supports rBC. This panel will look at the symbiotic relationship between RBC and Magnet® designation and re-designation.

7. excellent Patient and Family experiences: Authentic Connection Is the solution. This session features the authors of the book See Me as a Person and demonstrates why a therapeutic relationship, which goes beyond customer service methodology, is the essential ingredient in excellent patient and family experiences.

Afternoon Intensive sessions (2:00–4:00 p.m.)

8. The Business Case for rBC: Making the obvious Clear and Compelling. This is a working session to discuss the impact of Relationship-Based Care on core measures, financial outcomes, patient satisfaction, and employee engagement. Participants will bring their questions, their data, and their ideas to co-create, in real time, a clear, compelling business case for compassionate care.

9. The Physician’s role in the Patient and Family experience. This think tank explores the role of physicians in the patient and family experience as health care reform continues to evolve; contrasting the historical role with what may be necessary in the future. We’ll hear about what’s working, what’s not working, what’s challenging, and what’s exciting about the new model of health care delivery, and we’ll discuss whether the new model will present physicians with the opportunity to regain what they perceive they’ve lost over recent decades.

10. Vulnerability in Crisis: Getting the Patient experience right in the emergency Department. This session explores how adding exemplary relational skills to already-exemplary complex clinical skills is the key to turning around a troubled ED.

11. The Middle Manager Maestro: Creating and sustaining Commitment in Chaotic environments. In this session, you’ll meet exemplars who explore how they’ve led teams to improve results in the midst of chaos and created caring environments in which commitment and ownership drive the culture.

12. The relationship-Based Care Learning Community: An Academic Model for Integrating the Art and science of Caring. This session will showcase academic and service partnerships, demonstrating curriculum integration of caring theory and practices. As we move toward working as accountable care organizations, how we prepare new clinicians will be a huge factor in our success.

13. The Quality of All relationships Impacts Patient safety. This panel will explore strategies for defragmenting care across the continuum. It explores the impact of primary relationships and authentic human connection on care coordination and patient safety.

14. The self-Care Imperative. This session explores why our physical, mental, emotional, and spiritual health is essential to our ability to provide care. This panel will feature those who are making strides in living it, modeling it, and creating cultures that support and nurture self-care.

*MAGNET®, Magnet Recognition Program®, ANCC®, Magnet®, and the Magnet Journey® are registered trademarks of the American Nurses Credentialing Center. The products and services of Creative Health Care Management are neither sponsored nor endorsed by ANCC. All Rights Reserved.

Page 8 • Turn to page 11 or visit chcm.com to register! • Call: 800.728.7766

Kathleen Van Wagoner, MSN, RN, Chief Nursing Officer, Crittenton Hospital Medical Center, Rochester, MI

Jack Hetrick, CF, AAMA, FACHE, Network Director, Dept. of Veterans Affairs, VISN 10, The VA Healthcare System of Ohio, Cincinnati, OH

James Hall, PsyD, MBA, Contracting Officers Technical Representative, Dept. of Veterans Affairs, VISN 10, The VA Healthcare System of Ohio, Cincinnati, OH

Georgia Persky, MBA, RN, CNAA-BC, Vice President Patient Care Services, New York-Presbyterian. The University Hospital of Columbia and Cornell, New York, NY

Pat roach, MSN, RN, CNAA-BC, Senior Vice President & Chief Nursing Office, Faxton-St. Lukes Health Care, Utica, NY

Kelly Poppaw, SPT, BS, Doctor of Physical Therapy student, Grand Valley State University, Grand Rapids, MI. Expected Graduation: July 2013

Recommended Reading

Relationship-Based Care defines the basic principles and presents practical

applications and exemplars.

See Me as a Person explains three therapeutic practices that enable

clinicians to build meaningful, authentic relationships with patients and families.

I2E2: Leading Lasting Change describes the process for initiating and

sustaining the necessary cultural change for Relationship-Based Care.

What Why

Continuing Education In formationNurses: A maximum number of 21 contact hours (including posters) will be awarded for this educational activity.

Creative Health Care Management is accredited as a provider of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation.

Physicians: Please visit chcm.com/2013-rbc-symposium for CME information.

other Professionals: General attendance certificates will be available for those attending the entire session and those completing the symposium evaluation. Please watch our website for details.

Symposium Faculty

International Relationship-Based Care Symposium • september 10–13, 2013 • Page 9

Sawmill Creek ResortArriving at sawmill Creek resort in Huron, ohio, you are immediately taken by the beauty of this special place. Nestled on the shores of Lake Erie, the 240-room lodge, 18-hole Tom Fazio Golf course, and 50,000 sq. feet of flexible meeting space are set on 235 acres of affordable luxury. Three restaurants, a marina, shops, pools, a beautiful beach, and a 500-acre nature preserve will satisfy your resort expectations.

AccommodationsSawmill Creek Resort is a full service hotel featuring 240 deluxe guest rooms and suites with a casual lodge theme.

ConferencesWilderness Hall is a beautiful ballroom with high ceilings; spacious windows and natural lighting are encompassed by the peaceful backdrop of the resort.

GolfNestled on the shores of Lake Erie in the small lakeside community of Huron, Ohio sits one of the states most challenging and best kept secrets, Sawmill Creek Golf

Club. Designed by world renowned architect Tom Fazio, Sawmill Creek is a 6700 yard Par 71 championship layout that will test golfers of all abilities.

DineFrom elegant to casual, Sawmill Creek Resort has three restaurants located conveniently onsite. Enjoy great burgers or Lake Erie Perch in a casual setting or sit and relax for an upscale meal.

shopThe Sawmill Creek Shops, located in a historic barn built in 1887, house men’s and women’s clothing, a gourmet kitchen shop, books, unique home accessories,

Vera Bradley accessories, and a lovely selection of jewelry.

For more information visit: sawmillCreekresort.com

Don’t miss out. Make your hotel reservations now!

400 sawmill Creek Drive West, Huron, oH 44839

Call: 800-729-6455 and ask for the RBC Symposium rate or go to sawmillCreekresort.com, click on

“Make a Reservation,” then “Group Rates,” and enter Group ID: 745 and Password: 1085000704.

Room rate: $135–155/night

Closest airport: Cleveland-Hopkins International 5300 Riverside Drive, Cleveland, OH 44135 Estimated time: 55 minutes (47 miles)

If you need assistance with flight or car rental reservations please contact:

Janet Pearson at Travel Now email JanetTravelNow@gctel.net, or call 320-834-2803

If you need limousine or car service please contact:

Michael englebert at Grand Carriage Limousine & Executive Transportation email Michael@grandcarriagelimo.com, visit GrandCarriageLimo.com, or call 419-577-4355.

Page 10 • Turn to page 11 or visit chcm.com to register! • Call: 800.728.7766

Registration Options Group (5 or More)

Fewer than 5

Number of Participants Cost

suPer early Bird Discount (08/01/2012–04/30/2013) $845/person $995/person

early Bird Discount (05/01/2013–06/30/2013) $945/person $1,095/person

regular (07/01/2013–09/10/2013) $1,045/person $1,195/person

Please register as soon as possible to secure your spot. The website will be updated when the symposium is full and we are no longer accepting registrations.

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Creative Health Care Management

INTeNsIVe sessIoNs: Wednesday, september 11, 2013 • Morning & Afternoon(Circle one morning session and one afternoon session)

Morning Intensive sessions (10:30 a.m.–12:30 p.m.)1. Technology and Human Connection: Best Practices for Integration of High Tech

and High Touch

2. Safeguarding Autonomy and Commitment within Cultures of Standardization

3. Creating Cultures of Belonging: Welcoming and Connecting Newcomers to Our Teams

4. Learning from the Contributions of Service Support Staff

5. Stop the Madness: The Keys to Integrating and Aligning Multiple Initiatives

6. The Drive for Excellence: How RBC Supports Magnet® and Magnet® Supports Relationship-Based Care

7. Excellent Patient and Family Experiences: Authentic Connection IS the Solution

❍❍ Not attending session

Afternoon Intensive sessions (2:00–4:00 p.m.)8. The Business Case for RBC: Making the Obvious Clear and Compelling

9. The Physician’s Role in the Patient and Family Experience

10. Vulnerability in Crisis: Getting the Patient Experience Right in the Emergency Department

11. The Middle Manager Maestro: Creating & Sustaining Commitment in Chaotic Environments

12. The Relationship-Based Care Learning Community: An Academic Model for Integrating the Art and Science of Caring

13. The Quality of All Relationships Impacts Patient Safety

14. The Self-Care Imperative

❍❍ Not attending session

You may also mail this form to:Creative Health Care Management

5610 Rowland Road, Suite 100Minneapolis, MN 55343

register online: CHCM.com

Fax to: 952.854.1866Dial: 800.728.7766

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