Issue 17 n Feb 6-8, 2017

n Administrators, CEO, COO, CFOn CNE, CNO, and Nursing Leadersn Customer Service/Quality

Professionalsn Education & Training Professionalsn Human Resource Professionalsn Patient Representativesn Physicians/Providersn Process Improvement Team Leadersn Service Excellence Trainers,

“Advisors,” “Mentors,” and Frontline Leaders

n Retention and Recruitment Committee Members

n Service Excellence Council Membersn Healthcare Suppliers and Vendorsn Recruitersn Volunteers and Volunteer

Leadershipn Everyone Else who

Believes in World-Class Employee/Patient Satisfaction

Page…3 Agenda

4 Pre-Conference Day

n National Symposium on HCAHPS Sustainability

n Onboarding and Retention Academy 3.0

5 Keynotes & Breakout Sessions

6 Awards

Registration

Hotel Information

Noted author Denise Brosseau described thought leaders as “go-to people” in their field of expertise, who can move and inspire people with innovative ideas; turn ideas into reality, and show how to replicate their success.This year the HealthCare Service Excellence Conference has assembled a world-class faculty of thought leaders in the fields of patient experience, staff morale and retention, and physician engagement. Their mission is to share leading edge, proven skills and best practices to equip you and your team to overcome the biggest barriers you face to consistently delivering an

empathetic, kind and compassionate experience.

2PAGE

WhOWHONeeds to hear this?

ContentsThe Table of

Contents

Brian LeeSuper Power W Empowerment

6:30 am - 4:30 pm Registration & Info Desk7:00 am - 8:15 am Breakfast7:00 am - 8:15 am By Invitation Only/Breakfast n The Secrets of our Success: A CEO’s Personal Case

Study on Their Journey to Excellence

8:30 am - 10:00 am Opening/Keynote n Compassion on Purpose: Innovating the Patient

Experience – Dave Carroll

10:00 am - 10:30 am Break10:30 am - 11:30 am Breakout Sessions 1 11:45 am - 12:30 pm Lunch12:30 pm - 1:45 pm Keynote n Nothing About Me, Without Me

– Frank King

1:45 pm - 2:00 pm Break2:00 pm - 3:00 pm Breakout Sessions 23:00 pm - 3:30 pm Break3:30 pm - 4:45 pm Keynote n Presence: The Cornerstone

of Caregiving – Marcus Engel

4:45 pm - 10:00 pm Free Time 3PAGE

What’s

Happening?What’s

Happening?

6:30 am - 4:30 pm Registration & Info Desk

7:00 am - 8:30 am Innovate Session/Breakfast

8:30 am - 10:00 am Opening/Keynote n Reframing Your Life and Leadership:

What’s Good about Bad Experiences – Ashley Rhodes-Courter

10:00 am - 10:30 am Break10:30 am - 11:30 am Breakout Sessions 311:45 am - 12:15 pm Lunch

12:15 pm - 12:30 pm Team Bragging Video Awards

12:30 pm - 1:00 pm Breakthrough Awards1:00 pm - 1:15 pm Group Photograph1:15 pm - 1:30 pm Break

1:30 pm - 2:30 pm Breakout Sessions 42:30 pm - 3:00 pm Break3:00 pm - 4:30 pm Closing Ceremonies/

Keynote n Never Fly Solo – Lt. Col. Rob “Waldo”

Waldman, The Wingman

4:30 pm - 6:30 pm Free Time6:30 pm - 7:00 pm Reception7:00 pm - 8:00 pm Dinner

8:00 pm - 9:00 pm Summit Awards Celebration9:00 pm - 11:30 pm Dance

When? Where?

Who?

Monday, February 6, 2017 .

7:00 am - 7:30 pm Registration & Info Desk 8:00 am - 2:00 pm National Symposium on

HCAHPS Sustainability8:00 am - 12:00 pm Onboarding & Retention Academy 3.0 – Greg Efta 8:00 am - 3:00 pm Program Directors Meeting – Annual Forum for

the CLS Service Excellence Program Directors

4:00 pm - 6:15 pm Opening Ceremonies/Keynote n Patient Experience Thought Leadership: How to

Inspire, Create, Innovate and Succeed – Brian Lee n The Power of One: How One Attitude, One Action,

and One Person Can Change the World – John O’Leary

6:15 pm - 10:00 pm “ Dinner & Movie Night” [Team Bragging Videos, Networking & Party]

Tuesday, February 7, 2017

wednesday, February 8, 2017

inspire

Pre- Conference

Events

inspire

Pre- Conference

Events

Program Directors Day Annual Forum for the

CLS Service Excellence Program Directors

The Onboarding and Retention Academy 3.0 – Greg Efta

This workshop takes over where last year’s pre-conference academy left off! Onboarding and Retention has become one of the most critical challenges facing health care organizations today. With literally hundreds of thousands of dollars on the line in turnover costs, the ability to find, train and KEEP superstars is finding its way into hospital and long term care strategic plans at an alarming rate! This academy delves much deeper into the concepts of welcoming and rewarding, teaching critical soft skills such as communication and conflict, and the significant power of effective mentoring. This is more than an HR workshop; this is a must hear for every member of your staff! 4PAGE

CREATE

Monday, FebRUARY 6, 2017

8:00 am - 9:00 am [Opening] The Thought Leader’s Role in Transforming the Overall Experience

9:00 am - 9:15 am Break9:15 am - 10:15 am Academy #1 HCAHPS Nursing Academy #2 HCAHPS for Everyone Academy #3 HCAHPS Physicians & Hospitalists Academy #4 Clinics & Groups CAHPS Academy #5 Emergency Department 10:15 am - 10:45 am Break10:45 am - 12:15 pm Academies Continue12:15 pm - 1:00 pm Lunch1:00 pm - 2:00 pm [Closing] Thought Leadership to

Become the Recommended Hospital of Choice

Schedule

CREATE

Schedule

PRE-

CONFERENCE

DAY

PRE-

CONFERENCE

DAY

Lt. Col. Rob “Waldo” WaldmanSuper Power N the Wingman

Ashley Rhodes-CourterSuper Power T Overcomer

5PAGE

REBOOT Your Thinking

inNOVATE

Team Bragging VideoTeam Bragging Video

Awards

H o s p i t a lC o m p a r e

4 StarO R

5 StarRating

The Power of One: How One Attitude, One Action, and One Person Can Change the World

With emotional storytelling and unexpected humor, John will remind the audience of the significance of daily attitudes, the power of gratitude, and the impact of serving others with courage.

How doctors, nurses, patients, and caregivers can partner

for higher quality care, greater patient satisfaction, and thereby, a better bottom line.

Nothing About Me,

Without Me

Reframing Your Life and Leadership: What’s Good about Bad Experiences

In this humorous presentation, Ashley takes audiences through her personal story and highlights key elements of leadership and focus that allowed her to triumph despite initial tragedies.

Presence: The Cornerstone of Caregiving

Staying compassionate and resilient while immersed in daily human suffering.

KeYnotes

Compassion on Purpose: Innovating the Patient ExperienceDave Carroll’s strength as a storyteller allows his audiences to see themselves through his experience and reminds us that the purpose of every successful business should be to answer the question “How can I be of service?”

Never Fly SoloAs a healthcare professional, you cannot successfully treat a patient alone. You must work as a team with physicians, nurses, technicians, suppliers and even family members to achieve excellence.

Marcus EngelSuper Power E InsightFrank King

Super Power C Humor

John O’leary

Super Power P Resilience

Dave Carroll

Super Power J Imagination

KeYNotes

inNOVATE

REBOOT

Tuesday, February 7, 201710:30 am - 11:30 am BREAKOUT SESSIONS 1

n Reinventing the American Hospital: creating a world class patient experience with game changing facility design technology – Todd Bartos

n You’re a Leader… Now ACT Like it! – Greg Efta

n Rural ED CAHPS Breakthrough – Angie Charlet & Jodi Ward

n Staying Positive in a Negative World – Michele Matt

n Turbo Charge Census Growth through a Dynamic Transitional Care Program – Mark Lindsay MD

2:00 pm - 3:00 pm BREAKOUT SESSIONS 2

n A Manager’s Guide to Detoxing a Negative Workplace – Bruce Lee

n CEO Roundtable – Brian Lee, Ron Webb, Joe Tasse, Mark Brodeur

n Critical Components to Supercharge your Patient Experience . . . An insiders perspective – Donna Manring

n Onboarding and Orientation – Palo Pinto General Hospital

Wednesday, February 87, 201710:30 am - 11:30 am BREAKOUT SESSIONS 3

n With Winning in Mind – Tim Durkin

n Bring Your “A” Game to Work and Life – Stephanie Staples

n Integrity, Heart & Soul: Keys to successful Leadership in rural healthcare – Dennis Shelby

n The Board’s Role as Champion for Service Excellence and Patient Centered Care – Jim Rice & Kelly Prchal, Integrated Healthcare Strategies

n Service Excellence Workshop – Beaufort Memorial Hospital

1:30 pm - 2:30 pm BREAKOUT SESSIONS 4

n Four Reasons Change is Better than Chocolate – Michael Bayer

n The Art & Science of Connecting, Engaging, and Persuading – Blair Kolkoski

n Revised Performance Management – Pulaski Memorial Hospital

n Currency of Trust: The CEO Role in Visibility & Accountability – Joe Tasse, Ron Webb, Mark Brodeur

Breakout

SessionsBreakout

SessionsRegister

PAGE 6

Hotel Reservations:Hotel Reservations: Special conference pricing! Click on “Book your Hotel” at www.healthcareserviceexcellence.com Experience an ocean of change at the recently renovated Hilton Long Beach. A total transformation has been revealed in all guestrooms, public spaces, and meeting spaces. Grab a Starbucks coffee on your way to the meeting or enjoy a cocktail or craft beer at the Enclave, the hotel’s gorgeous new lobby bar and restaurant. The new Hilton Long Beach reflects California sunshine and expresses west coast cool!

Register www.HealthCareServiceExcellence.com

Questions, Comments... 1.800.667.7325 / register@customlearning.com

Registration Includes: n Six Dynamic, World-Class Keynote Speakers n 16+ Practical, Relevant, How-to Breakout Sessionsn Two Continental Breakfasts n Two Lunches including the Breakthrough Awards Luncheon n Opening “Dinner and Movie Night” n The 17th Annual “Night of Excellence” featuring the

Summit Awards Banquet & Ball BONUS: Full Access to the National Symposium on HCAHPS Sustainability with 2 Keynotes and 5 Academies

$999USD (�reflects�a�$50 savings before Jan 13, 2017)

Full Registration + Symposium

$525USDTo only attend the National Symposium on HCAHPS Sustainability on February 6, 2017

succeedsucceed