Patient Experience Conference 2011

Apri l 13-15, 2011 Hi l ton Dal las/Southlake Town Square Southlake, TX

Patient Experience Conference 2011

2 | the beryl institute patient experience conference 2011

Who Should Attend the beryl institute conference is designed for leaders and practitioners who are improving the patient experience in healthcare with roles in areas such as: • executive leadership • patient experience/satisfaction • service excellence • patient and family advocacy • Marketing and community outreach • Quality • operations • organization Development/effectiveness • customer service • Marketing and planning

Benefits attendees will experience interactive educational sessions, roundtables, a leadership panel and networking activities. learn from leading healthcare organizations such as henry ford health system, Massachusetts General hospital, MD anderson cancer center, texas health resources, ucla Medical center, Vanderbilt university Medical center, Vanguard health systems, and many more…in four keynote, one leadership panel and sixteen breakout sessions.

• take away proven practices from numerous healthcare settings that you can apply in your own facility.

• Make lasting connections with peers dedicated to improving the patient experience and build a support network as you tackle this critical issue.

• ensure that patient experience is not only part of your quality and service agenda, but also a key business strategy for your organization.

• Discover new ways to exemplify excellence in customer service.

Hotel & Vicinity hilton Dallas/southlake town squareJust minutes northwest of DfW international airport, the hilton southlake is the official conference hotel. the hilton hotel is centered in southlake town square (www.southlaketownsquare.com), an open-air shopping mall with more than 100 upscale shops, numerous restaurants, and a 14-screen harkins movie theater. the hotel is located about 15 minutes from Dallas/ft. Worth international airport and 35 minutes from Dallas love field airport.

Register to attend The Beryl Institute Patient Experience Conference 2011, april 13-15, in Dallas, texas. the conference brings healthcare professionals together from across the country to network, share proven practices and learn from industry experts focused on the Institute’s mission of improving the patient experience. for 2011, the conference has been redesigned to be highly interactive and expanded to include concurrent breakout sessions in the areas of patient experience practices, culture/change, marketing, research and measurement. take this opportunity to learn, build lasting connections, and identify strategies and solutions to help your organization create an exceptional patient experience.

Hotel ReSeRVAtIoNShilton Dallas/southlake town square

1400 plaza place, southlake, tx 76092

PRIce $199 for a single/double room

cAll817-442-9900

RefeReNcethe beryl institute conference

Book by March 31, 2011 for discounted hotel rates.

the beryl institute patient experience conference 2011 www.theberylinstitute.org | 3

KRIStIN BAIRd, R.N., B.S.N., M.H.A.President and Chief Executive OfficerBaird Group, Inc.

cSI MeetS tHe flINtStoNeS: USING NeW INfoRMAtIoN to cHANGe old WAYSWith over 30 years of experience in patient care, healthcare marketing, business development and administration, Kristin baird is a talented speaker and consultant with a passion for service excellence. the president of baird Group, inc., baird earned a bachelor’s of science in nursing from the university of Wisconsin, Madison and a Master’s of science in health services administration from cardinal stritch college in Milwaukee, Wisconsin. baird Group, inc. is a results-oriented consulting group specializing in customer service improvement and mystery shopping for healthcare organizations.

dAVId t. feINBeRG, M.d., M.B.A.Chief Executive Officer, UCLA Hospital System, Associate Vice Chancellor, UCLA Health Sciences

HeAlING HUMANKINd oNe PAtIeNt At A tIMeas the chief executive officer and associate Vice chancellor, Dr. David t. feinberg oversees the ucla hospital system and is a clinical professor of psychiatry on the faculty of the David Geffen school of Medicine at ucla. he is triple-board certified in child and adolescent psychiatry and addiction psychiatry with an M.b.a. from pepperdine university. in addition to his commitment to uphold the highest clinical standards for patient care, Dr. feinberg’s primary goal is to ensure patient satisfaction. he has been instrumental in refocusing the culture of the hospital system. under his leadership, patient satisfaction has increased dramatically.

GeRARd VAN GRINSVeNPresident and Chief Executive OfficerHenry Ford West Bloomfield Hospital

IMPRoVING tHe PAtIeNt exPeRIeNce: BReAKING old MINdSetS ANd SUStAINING cHANGe Gerard van Grinsven joined henry ford health system in 2006 as president and chief executive officer of henry ford West bloomfield hospital. he has more than 24 years of global experience in the luxury hospitality industry with emphasis in operational, corporate and general management positions. before coming to henry ford, he served as vice president and area general manager for the ritz-carlton hotel company, managing the ritz-carlton hotels in Dearborn, cleveland, st. louis and philadelphia. Van Grinsven’s vision includes a passion for service and a total commitment to creating an environment of excellence.

tHoMAS c. RoYeR, M.d.President and Chief Executive Officer CHRISTUS Health

cReAtING excelleNce IN A NeW coMPANYthomas c. royer, M.D., is chief executive officer and president of Dallas-based christus health. Dr. royer lends an extensive expertise in developing physician partnerships and community health programs within christus. in his 11 years with the organization, Dr. royer has led christus health through a remarkable period of growth, making it one of the 10 largest catholic health systems in the nation today. in 2006, 2007, and 2008, he was named one of the top 50 Most powerful physician executives in healthcare list by Modern Healthcare magazine.

deVIN cARtYChief Experience Officer and Chief Learning Officer Vanguard Health

tHoMAS deNNISVice President, Service Excellence Texas Health Resources

colleeN SWeeNeY, R.N., B.S.Director of Innovation, Ambassador and Customer Services Memorial Hospital of South Bend

BReNt leMoNdS, M.S., R.N., eMt-P, fAcHeAdministrative Director of Emergency Services Vanderbilt University Medical Center

MARSHA PRIce, M.ed., cccDirector of Operations Emergency ServicesVanderbilt University Medical Center

Keynote SpeakersThe Beryl Institute is pleased to have a list of renowned industry presenters for 2011. these experts will share evidence-based insights regarding the patient experience and the future of healthcare.

the patient experience leadership panel is a session dialogue among healthcare leaders addressing real patient experience issues. learn from four leading organizations as they share their stories and engage in a Q & a session with the audience, moderated by Jason Wolf, ph.D., executive Director of the beryl institute.

Patient experience leadership Panel


Breakout SessionsPatient Experience Practices

An excellent experience - delivering on the Promise Richard Corder, Senior Director of Service Improvement, Massachusetts General Hospital

this session describes the strategies and tactics that an academic medical center is using to focus on improving the patient experience. leave this session with tried and tested service improvement tactics, such as an overview of the development and delivery of an on-boarding program for all employees and a 90-day service academy. learn how these programs can change culture and increase internal networking and physician collaboration. teaching caring communication: the Key to Breakthroughs in the Patient experience Wendy Leebov, President, Wendy Leebov and Associates

to transition to patient and family-centered care, it’s pivotal to employ strategies that not only enhance the patient and family experience, but also make the change sustainable by consistently engaging and energizing employees in their caring work. in this session, participants will be able to articulate six over-arching principles key to breakthroughs in the patient and family experience and be able to describe five evidence-based practices that advance patient and family-centered care and satisfaction. the Role of Support Services in Building collaborative Patient care environments that drive Patient Satisfaction Jan Moellering, Vice President of Operations, ARAMARK Healthcare

support services have a significant impact on patient satisfaction. this session will outline how hospitals can adopt process improvements through organization effectiveness activities, and when combined with employee engagement techniques, can improve patient satisfaction scores. the presentation includes a case study demonstrating how this strategy significantly improved patient satisfaction at holy redeemer hospital and health system in huntingdon Valley, pa, and how a “collaboration for excellence” model developed by the american organization of nurse executives (aone) and araMarK healthcare create a disciplined and collaborative approach to improve patient and employee satisfaction.

Just the Pfacts about Starting and Sustaining a PfAc (Patient and family Advisory council) Laurie Brown, Business Process Consultant, BJC HealthCare; Tara Hendrix, Business Process Consultant, BJC HealthCare; Dennis Luber, Patient, Chair of The Siteman Cancer Center PFAC

patient and family advisory councils (pfac) have become an integral part of patient and family-centered care. a pfac toolkit has been developed to support the planning, implementation and sustainment phases. this toolkit provides a step-by-step guide for developing and sustaining successful pfacs. During this session participants will learn specific methods for planning and implementing a pfac, including coordination of a planning team to complete the foundational work of the pfac. participants will also discuss lessons learned from a variety of pfac groups and gain insights on sustaining a successful pfac.

Culture and ChangePutting Patients first: transforming concentra, transforming HealthcareAlan A. Ayers, Vice President of Strategy & Execution, Concentra Urgent Care

putting your customers first is nothing new in business, but this concept is new in healthcare. in less than 30 years, concentra grew from one medical center to more than 300 nationwide, but rapid growth resulted in localized cultures, which focused on financial performance rather than patient satisfaction. that, in turn, resulted in inconsistent service delivery and standards. if concentra was going to survive, especially in an economic downturn, a new strategy and culture had to be developed. this session will describe why concentra believes long-term success in the healthcare industry is directly related to patient satisfaction and what steps concentra took to get there, including a new strategy, culture, surveys and metrics. At the core of change is Heart Dennis Ondrejka, Dir. of Professional Practice & Magnet Program Director, Exempla Lutheran Medical Center

healthcare organizations often maintain a focus on change from a linear perspective. We work hard to change our outcomes for improving patient care, creating a culture of safety and meeting the needs of our patients, but it often seems our evidence-based models and their focus on “cause and effect” leave us with the same or similar results. this session is designed to challenge our conventional thinking about change and address the very nature of chaos we are facing within our day-to-day work in healthcare. participants will explore the potential challenges of our current change models and will be exposed to the most current science, evidence and creative thinking on change, that can help us drive positive outcomes in healthcare.


How Human Resources Practices Influence employee engagement and cultural development Deborah L. Thomas, Senior Director-Patient and Resident Experience, Sodexo Health Care Services

all aspects of hr Management affect employee engagement from sourcing/recruiting, selection, on-boarding, ongoing training, rewards and recognition, to performance evaluation. instilling an emotional connection or “engagement” requires a system linked together by a common commitment to patient, family, and resident experiences in hospitals and senior communities. participants will learn design elements of an integrated hr system to recruit, select/hire, orient/train, reward/recognize and evaluate frontline employees and how to use that system to enable and support a patient-centric environment. Aligning diverse Ambulatory Services to create a Unified culture: A Journey toward Achieving an exceptional Patient experience Jamie Markel, Director OD & Corporate Service Officer, WellSpan Health

Most service-based industries recognize the value and importance of providing strong customer service and certainly healthcare is no exception. however, our ability to consistently measure customer/patient satisfaction across a broad array of care and services is indeed challenging, since patients often require multiple services delivered under a shared health system. not surprisingly, they often encounter inconsistent levels of service. this presentation will provide an overview of how one health system set a system-wide priority to provide patients with a consistently positive experience by measuring the patient experience utilizing a common survey tool and process. participants will also understand how leadership attention provides diverse care entities with a common focus and a shared accountability for performance and the need to focus performance improvement initiatives on both a system-wide level as well as on an entity-specific level.

the circle of Growth: Gaining customer loyalty through an employee-focused cultureLara Morrow, Queen of Fun and Laughter, The Circle; RickPalmer, Manager of Organizational Development, The Beryl Companies

the circle is a culture training program designed to share best practices with organizations wanting to implement the benefits of an employee-focused work environment. based on the successful cultural philosophy of the beryl companies that has led to seven “best place to Work” awards since 2003, the central concept is that if you invest in your employees, they will enjoy what they do, with the end result being satisfied customers and, ultimately, a successful and profitable organization. With the current business climateand interest in retaining key employees, organizations must shift to an approach that goes beyond a focus on the bottom line. in this session, learn best practices you can implement to improve your culture, with the end result being a workplace that is fun, engaging, transparent, rewarding and profitable.

Marketing developing a Patient-centered experience for out-of-town PatientsEmilio Williams, Strategic Advisor and Managing Director, Johns Hopkins Medicine International

in 2004, Johns hopkins Medicine launched its first formal crM initiative to improve the loyalty of out-of-town patients. thanks to this unique service marketing, the institution was able to double the number of patients for these units in only four years. in this session you will learn the 10 most important lessons to implement a crM loyalty program in your organization and understand the benefits of comprehensive loyalty programs and the practical correlation between marketing and customer service.

“Thank you for the fabulous conference! I will be attending a roundtable conference later this week to share some of the information learned.”

pam sandy - Memorial hosipital of south bend

Apri l 13-15, 2011 | Dal las, Texas

�e Beryl Institute



How to Grow Marketing-Influenced Word-of-Mouth Marketing Bill Gombeski, Director Strategic Marketing, UK HealthCare

Word-of-Mouth (WoM) marketing is a major channel for generating patient volume. a review of eight journal studies from around the country measuring impact of positive WoM on patient decision making shows an average of 35% of patients were influenced by WoM with a range from 14% to 65%. a 2010 study, published by uK healthcare (uKhc), showed 39% of new patients chose the organization for their medical care because of word-of-mouth advertising. uKhc will share its 10 best marketing tactics used to generate WoM advertising and incorporating WoM messages and activities into your pr and marketing. enhancing a Healthcare System’s Website to Impact the Patient and caregiver experience Daniel E. Ansel, President / CEO, Private Health News

enhancing the patient experience is one of the c-suite’s top five priorities according to the HealthLeaders Media 2010 leadership survey. as part of that “experience,” healthcare systems have begun to recognize that one’s experience with the system’s website can contribute to how one experiences the system as a whole. learn key internet and health information-seeking trends that healthcare systems can capitalize on when enhancing their website.

experience Mapping Builds empathy ANd RevenueCara Zorzi, Associate Director of Marketing, MD Anderson Cancer Center and John McKeever, President, Gelb Consulting Group, Inc.

experience Mapping has become a catalyst for MD anderson clinical service lines to affect revenue growth. from referring physicians to patient education to service delivery, the technique provides insights to drive care, coordination and communication. participants will learn how to design and execute an experience Mapping project as well as see examples of how to apply experience mapping insights to operational improvements, marketing communications and coordination.

Research and Measurement

What Patients fear and Why We Have to Know Colleen Sweeney, Director of Ambassador and Customer Services, Memorial Hospital and Health System

ninety-six percent of all people have some fear about their healthcare. this session reveals the results of a three-year study on the 10 things that patients fear most and how we can substantially change the patient’s perception of care by asking just one question. participants will identify ways to address patient fears that impact perceived outcomes. truly patient centered care will start at the end of this session. Patient experience Grant Research Panel Project update from a selection of The Beryl Institute’s 2011 Grant Program recipients

the mission of the beryl institute Grant program is to support research on the value of the patient experience before, during, and after care, how it impacts customer service, and the influence of culture on the patient experience. a panel of grant program recipients will present their research based on this mission.

the Revenue cycle Impact on the total Patient experience and How to Maximize lifetime Revenue Value Scott Morgan, President/CEO, Revenue Cycle Partners, LLC.

this session will include actual case studies detailing revenue cycle programs and processes that have a direct impact on the patient’s experiences with the healthcare organization. participants will learn the future financial and revenue opportunities through favorable outcomes by integrating the revenue cycle within the total patient experience. you will also learn the critical steps as well as specific tools that are required to build a revenue cycle model that enhances the total patient experience.

“I always come back from The Beryl Institute Conference with several good ideas that I can immediately implement to enhance the overall healthcare experience for our patients, families and other customers.”

Jay Wolz - southeast Missouri hospital


2011 conference Agenda Patient experience Practicesculture and changeMarketingResearch and Measurement

Wednesday, April 13 8:00 am – 12:00 pm PRe-coNfeReNce SeSSIoNS to be announced.

1:00 pm – 2:00 pm WelcoMe ANd coNfeReNce oVeRVIeW Jason Wolf, ph.D., executive Director, The Beryl Institutepaul spiegelman, ceo, the beryl companies 2:00 pm – 3:15 pm IMPRoVING tHe PAtIeNt exPeRIeNce: BReAKING old MINdSetS ANd SUStAINING cHANGe Keynote – Gerard van Grinsven, president and chief executive officer, henry ford West bloomfield hospital

3:15 pm – 3:45 pm BReAK – NetWoRKING ANd toPIc RoUNdtABleS

3:45 pm – 5:00 pm BReAKoUt SeSSIoNS I an excellent experience - Delivering on the promise

putting patients first: transforming concentra, transforming health care

Developing a patient-centered experience for out-of-town patients

What patients fear and Why We have to Know

6:30 pm – 9:30 pm dINNeR ANd NetWoRKING RecePtIoN

thursday, April 14

7:30 am – 8:30 am BReAKfASt

9:00 am – 10:15 am cReAtING excelleNce IN A NeW coMPANY Keynote – tom royer, M.D., chief executive officer and president, christus health

10:15 am – 10:45 am BReAK – NetWoRKING ANd toPIc RoUNdtABleS

10:45 am – 12:00 pm BReAKoUt SeSSIoNS II teaching caring communication: the Key to breakthroughs in the patient experience

at the core of change is heart

how to Grow Marketing-influenced Word-of-Mouth Marketing

patient experience Grant research panel

12:00 pm – 1:00 pm lUNcH 1:00 pm – 2:00 pm cSI MeetS tHe flINtStoNeS Keynote – Kristin baird, r.n., b.s.n., M.h.a., president baird Group, inc.

thursday, April 14 (continued) 2:00 pm – 2:30 pm BReAK – NetWoRKING ANd toPIc RoUNdtABleS

2:30 pm – 3:45 pm BReAKoUt SeSSIoNS III the role of support services in building collaborative patient care environments that Drive patient satisfaction

how human resources practices influence employee engagement and cultural Development

enhancing a healthcare system’s Website to impact the patient and caregiver experience

the revenue cycle impact on the total patient experience and how to Maximize lifetime revenue Value

3:45 pm – 4:15 pm BReAK

4:15 pm – 5:15 pm PAtIeNt exPeRIeNce leAdeRSHIP PANel dIScUSSIoNDevin carty, Vanguard health thomas Dennis, texas health resources brent lemonds, Vanderbilt university Medical center Marsha price, Vanderbilt university Medical center colleen sweeney, Memorial hospital of south bend oPeN dINNeR NIGHt

friday, April 15

7:00 am – 8:00 am BReAKfASt

8:30 am – 9:45 am BReAKoUt SeSSIoNS IV Just the pfacts: starting and sustaining a pfac (patient andfamily advisory council)

aligning Diverse ambulatory services to create a unified culture: a Journey toward achieving an exceptional patient experience

the circle of Growth: earning customer loyalty through an employee-focused culture

experience Mapping builds empathy and revenue 9:45 am – 10:15 am BReAK – NetWoRKING ANd toPIc RoUNdtABleS 10:15 am – 11:30 am HeAlING HUMANKINd oNe PAtIeNt At A tIMe Keynote – David t. feinberg, M.D., M.b.a. chief executive officer, associate Vice chancellor, ucla hospital system 11:30 am – 12:00 pm coNfeReNce cloSe - RoUNdtABle ReSUltS RePoRt




About the Beryl Institute

the beryl institute serves as the professional home for stakeholders who recognize that the patient experience is an essential element in the execution and evaluation of healthcare performance. the institute is committed to improving the patient experience by serving as a reliable resource for leading research, sharing information and proven practices, and connecting effective leaders and dedicated practitioners. the institute is uniquely positioned to develop and publicize cutting-edge concepts focused on improving the patient experience, touching thousands of healthcare executives and patients.

for more information or to become a member, go to www.theberylinstitute.org. you can also follow the beryl institute on linkedin, facebook, and twitter (@berylinstitute).

conference Registration costs: Member: $550

non Member: $700*

local Day pass $300/day

Early bird discount: Register by Jan. 31 to receive

20% off registration fees.

Register today atwww.theberylinstitute.org




postal

indicia

area for address

the beryl institute3600 harwood road, suite abedford, tx 76021

The Institute defines the patient experience as the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.

*Become a member of The Beryl Institute and save $150 on registration.

Documents

Patient Experience Conference 2011