Concurrent Sessions
Wednesday, September 16, 2009
7:30–8:45 am
Silence Kills: the Seven Crucial Conversations in Healthcare (1001)
Stacy Nelson
While there is evidence to suggest that poor communication among providers is a top contributor to medical errors, there has been little research to date examining the specific kinds of communication breakdowns healthcare leaders must address to significantly improve patient safety. AACN and VitalSmarts combined their resources to better understand these communication problems and provide solutions for improving healthcare delivery and patient safety. Past studies have indicated that nearly three in four medical errors are caused by mistakes in interpersonal communication. This study builds on these findings by exploring the specific concerns people have a hard time communicating that may contribute to avoidable errors and other chronic problems in health care.
Learning to Play in the Sandbox Together: a Collaboration of Stakeholders Focusing on Improved Clinical Patient Outcomes (1002)
Joyce Matsko
Interdisciplinary approach to managing patient care across a continuum. All stakeholders across the healthcare continuum work in partnership through active collaboration. In this case study, the Health Plan accepts the role of collaborator, facilitator and coordinator of activities among stakeholders: patients, physicians, employers and health plan utilizing the Patient Centered Medical Home model core features as a basis to the program. This model fits within a greater strategy of partnering with physicians to provide more holistic, comprehensive and coordinated patient care. Healthcare in the U.S. today is fragmented and currently rewards service volume instead of improved patient clinical outcomes. Incorporating evidence-based guidelines into pay for performance initiatives while providing educational support and value added resources to physicians and their office staff to meet and exceed financial goals is creating an atmosphere of improved patient clinical outcomes.
Get Organized (I Heard it at Grapevine and was Organized in No Time) (1003)
Agnes McCarthy
The presentation focuses on the principles of organization with practical tips for organizing the home and office. Topics covered will include how to: 1) save time and money 2) decrease stress 3) best utilize available space 4) handle paper and electronic mail 5) establish a filing system 6) handle phone calls and voicemail 7) use the STOP method (Sort, Toss, Organize and Place) 8) clear the clutter 9) apply the principles of feng shui 10) manage your schedule 11) manage a disorganized superior or subordinate.
Creating a Culture of Service: Consumer Assessment of Healthcare Providers and Systems (CAPS) and Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) (1004)
Lynn Ehrmantraut
As the HCAHPS (Hospital Assessment of patient experience) moves from "pay to report" to "pay for performance" many healthcare leaders are asking - what is my role, what should I be doing to improve the service experience for our patients. As with any change management strategy, leaders have a clear and distinctive role. Know your organization (we'll share the results of common findings in hospitals across the country), and develop an action plan aimed at developing a culture of exemplary service. For leaders, a focus on creating PRESSURE FOR CHANGE is the first step. Development of a CLEAR VISION and GOOD PLAN follows, with emphasis on setting CLEAR EXPECTATIONS and ACCOUNTABILITIES. The roles of MEASUREMENT and FEEDBACK, SKILLS and ATTITUDES, RECOGNITION AND INCENTIVES and finally how to MINIMIZE BARRIERS will also be explored. Practical tips will accompany each step of the change journey.
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