The Leadership Factor in Value-Based Purchasing

The countdown is on to the Healthcare Service Excellence Conference!

With relentless pressures such as present on admission (POA), recovery audit contractors (RAC), hospital acquired conditions (HAC), payment for performance (P4P), HCAHPS, Never Events and Core Measures, hospitals have a new urgency to understand how to thrive in a value-based purchasing environment.

While many hospitals have approached these initiatives as discrete and unrelated, connecting the dots between these initiatives reveals the urgency (and the opportunity) of VBP.
The Healthcare Service Excellence Conference has focused this year's agenda on Value-Based Purchasing to help navigate through the complexity.

It is a must attend for any healthcare professional.

Sessions of Interest:
The Leadership Factor in Value-Based Purchasing
Hospital of Choice 2010
Improving HCAHPS Results on a Unit-Level Basis

There's much more to this dynamic event, that I firmly believe that every hospital should send at least one leader!

Call me directly for more info (403-607-7444), or visit http://www.healthcareserviceexcellence.com to register.

Brian.

It's Customer Service Week!

I read an article announcing that this week is Customer Service Week!

Its as good a time as any to:

1. Send an internal email reminding your staff
2. Recognize a leading provider of customer service in each area of your hospital
3. Invigorate your customer service process (or start one!)
4. Register for the Healthcare Service Excellence Conference! http://www.healthcareserviceexcellence.com

Brian.

Looking forward to the Healthcare Service Excellence Conference

I've been reviewing the registrations for the Healthcare Service Excellence...they are booming!

...20 days to go!

Please register at http://www.healthcareserviceexcellence.com

James.

A Creative HCAHPS-Awareness Program!

The team over at St. Elizabeth's in Belleville, IL sure are creative!

To raise awareness about HCAHPS with their staff, they are giving them these 'H'-caps!

Clever!

Brian.

PS...have you registered for the Healthcare Service Excellence Conference yet? The hotel is holding rooms only for 2 more days! http://www.healthcareserviceexcellence.com/

HCAHPS Value-Based Purchasing Boot Camp at the Healthcare Service Excellence Conference

I'll be presenting this one-day session on day 1 of the Healthcare Service Excellence Conference (Oct 28) in Nashville. It's a one-of-a-kind learning experience for anyone who is interested in the competitive and financial health of your hospital.

Because 'patient experience' will shortly become a direct and quantifiable cost center with the HCAHPS-only risk for some hospitals estimated to range from $300,000 to substantially higher, this is an important session to attend!

Some reviews of previous Boot Camps include:

- "Top notch and practical."
Mary Hammons, CEO Delta Medical Center, Memphis, TN

- "Excellent, very valuable."
Keith Butler, CEO Laughlin Memorial Hospital, Greenville, TN

You'll learn 22 practical, powerful skills, systems, and strategies to master HCAHPS, VBP, and maximize reimbursement, some items are highlighted below:

1. Create a vision for excellence
2. Master HCAHPS and Pay for Reporting
3. Maximize reimbursement by mastering VBP
4. Reposition your ED as both your Marketing Agency and your front door
5. Use the 60-day quick-start action plan
6. Create a customized blueprint for excellence

- "It was much better than I anticipated - lots of tools to affect positive change."
Sharon Queen, CNO, Walton Regional Medical Center, Monroe, GA

- "Brian really puts it into perspective for systems that have gotten 'stuck'!"
Audrey Jeffords, Marketing and Planning Rep, Satilla Health Services

For more information about the HCAHPS Value-Based Purchasing Boot Camp, please click to download the brochure.

For more information about the Healthcare Service Excellence Conference, please download the conference brochure, or visit the conference site.

To register for the HCAHPS Value-Based Purchasing Boot Camp at the Healthcare Service Excellence Conference, please click here.

Brian.

Simplifying the complexity.

As you know, I'm passionate about service excellence in healthcare, and I steadfastly reject the argument that 'there's too much uncertainty right now' to act with conviction to make foundational improvements to systems that support the patient experience (as measured by the HCAHPS survey).

The Healthcare Service Excellence Conference simplifies the complexity, and presents sessions that are of such high impact, that your HCAHPS performance will have the foundation to achieve positive change in the 3 months following the attendance of a senior leader to the conference.

These are a few sessions that illustrate what I mean:

• Return to Care: VHA's Nursing-Centered Approach to Improving Medical Surgical Patient Care in Hospitals - Pat Tyler, RN, CCRN
• Becoming a Category of One: How Extraordinary Healthcare Organizations Defy Comparison - Joe Calloway
• Floor Leadership: From Success to Significance - Case Study of Unity Health Center
• Hardwiring Sustainability: Creating a Service Excellence Return on Investment - Cathy Wilson Sands RN, BC, BSN and Natalie Edwards, MAEd, RHEd

Of course, there are more.

Because Value-Based Purchasing is so important, and HCAHPS is so influential, I invite you to register one or more of the senior leaders of your organization to attend this transformational event (Oct 28-30, 2009, Nashville).

http://www.healthcareserviceexcellence.com/

Brian.

The Leadership Factor

Regardless of the direction that healthcare reform takes, stronger leaders will be required.

The leaders of the near-future will need to have skills to 'turn the ship' quickly. They'll need to be comfortable and effective not only reacting to VBP and HCAHPS issues, but anticipating them, and engaging their teams to avoid problems before they occur.

Your leaders of tomorrow will need exceptional communication skills, life-resilience skills, and financial agility.

With Value-Based Purchasing a reality (and soon to be expanding via HCAHPS), I urge you to send key leaders to the Healthcare Service Excellence Conference, Oct 28-30, 2009 (Nashville).

Register here: http://www.healthcareserviceexcellence.com

Brian.

What are your Hospital's Priorities?

What are the priorities of your hospital:

1. Improving HCAHPS scores?
2. Improving Leadership skill?
3. Improving ED operations?
4. Improving market share?

Please take a minute and share your opinion via the poll. I'll share the results at the Healthcare Service Excellence Conference, Oct 28-30, 2009 in Nashville.

...to register, visit: http://www.healthcareserviceexcellence.com

Thanks!

Brian.

The HealthCare Service Excellence Conference

With major healthcare reform poised to transform the way that we conduct our businesses, dedication to patient care is just the starting point. Not only do we need to be champions of our patients, we need to be champions of change. Because, by anticipating and embracing change, we can make our hospitals stronger - and better able to deliver excellent patient care in the years ahead.

We know that patient experience will shortly become a direct and quantifiable cost center: preparations made now to maximize HCAHPS results will yield returns in the form of maximized Medicare reimbursements.

That's why this year's bold theme is The Leadership Factor in Value-Based Purchasing.

Delegates to this, the 10th Annual Healthcare Service Excellence Conference will learn to leverage HCAHPS and VBP to create world class customer satisfaction, and achieve sustainable competitive advantage as the Hospital of Choice in their respective markets.
With the most dynamic roster of speakers, case studies, and special presentations ever, the 10th Annual Healthcare Service Excellence Conference is a must-attend for every hospital leader.
The Healthcare Service Excellence Conference has become known as a vital, energetic gathering of professionals dedicated to improving the quality of patient care...we hope you'll join us in Nashville!

Visit http://www.healthcareserviceexcellence.com for more information, and to send a delegate from your hospital now!

Value-Based Purchasing Boot Camp

I just returned from another Value-Based Purchasing Boot Camp, this time in partnership with my friend Clint Maun, and the Georgia Hospital Association.

The event was terrific, although unusual in structure, with about 1/3 of the group spending the day with us via teleseminar. Congrats (and thank you!) to the GHA for pulling the technical aspects of the day off without a hitch!

We've been running these Value-Based Purchasing Boot Camps for some time now, and we're noticing a steady increase in the registrants at each event...clearly a reflection of the pace of change in healthcare today.

The dedication to improving the patient experience, as measured through HCAHPS, was clearly the driving force behind the professionals who attended the GHA session.

Our next session is at the Healthcare Service Excellence Conference, Oct 28-30, 2009 in Nashville. Visit the site to register: http://www.healthcareserviceexcellence.com .

We also offer private boot camps, conducted on-site to leaders of hospitals. Interested in finding out more? Call Chris Garcia at Custom Learning Systems, at 1-800-667-7325, ext. 206.

Brian.