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					                                                                                                June 28, 2011
  WEBINAR                                                                                       10:00 - 11:00 a.m. (PT)
                                                                                                11:00 a.m. - 12:00 p.m. (MT)




                                            HCAHPS/Patient Satisfaction


Improving patient satisfaction and HCAHPS scores are some             delivery. A leading hospitalist organization, Sound Physicians
of the biggest challenges facing hospital executives today. This      partners seamlessly with over 45 hospitals and invests deeply
will become increasingly important as providers are transitioned      in both hospitalists physicians and clinical process excellence.
from HCAHPS pay-for-reporting to HCAHPS pay-for-perfor-               Sound has had repeated success improving patient satisfaction
mance starting FY2013, which begins October 1, 2012. Incentive        and outcomes while strengthening the hospitals’ financial perfor-
payments will be based on a nine-month measurement period             mance.
starting July 1, 2011.
                                                                      Dr. Bessler received his medical degree and training from Case
This webinar will discuss the best practices for improving inpa-      Western Reserve School of Medicine and the Cleveland Clinic,
tient satisfaction and HCAHPS scores from leading experts from        and holds a degree in economics from Tufts University. Rob is
Banner Good Samaritan Medical Center and Sound Physicians.            board certified in emergency medicine and continues to see pa-
You will learn specific steps your hospital can take to be suc-       tients a few days per month to fulfill his passion for clinical care.
cessful now and in the future.
                                                                      Christopher Pruitt, MD, is the Medical Director at Banner Good
Program Topics                                                        Samaritan Medical Center. Dr. Pruitt is a dedicated physician who
During this webinar, hospital executives and physician leaders        believes in providing the highest quality medical care for patients.
will learn the keys to success in the age of HCAHPS, including:       In his current role, he manages over 20 hospitalist physicians and
                                                                      post-acute providers. The American Heart Association awarded
• Practical methods to improve patient satisfaction and HCAHPS        Dr. Pruitt the “Special Recognition for Outstanding Service”
results in advance of pay-for-performance.                            award.
• Best practices, Studer Group principles and key patient touch
points that drive inpatient satisfaction and HCAHPS results.          Dr. Pruitt is a graduate of Columbia University. He received his
• Methods to reliably measure and improve individual physician        medical degree from The Medical College of Ohio and completed
performance through leadership intervention.                          his residency in Internal Medicine at Banner Good Samaritan
• The key role hospitalists can play in helping hospital executives   Medical Center. Prior to that, he served as President of American
achieve their patient satisfaction and HCAHPS performance             Wellness Consultants, a Scottsdale-based firm specializing in
goals.                                                                personal and corporate health and wellness.

Target Audience                                                       Brandon S. Clark serves in the role of Service Excellence Senior
This webinar targets CEOs, CMOs, COOs, CNOs, CFOs, physi-             Manager for Banner Good Samaritan Medical Center in Phoenix,
cian leadership, nursing leadership and Quality Directors.            AZ. His responsibilities include developing and implementing
                                                                      programs that optimize the patient experience, leading initiatives
Faculty                                                               that drive organizational change, and providing customer service
Robert Bessler, MD, is the CEO and founder of Sound Physi-            consultation and training to bedside caregivers. Brandon actively
cians. He founded the company in 2001 to drive improvements           promotes the strategic value of a strong patient experience, and
in quality, satisfaction and efficiency for inpatient healthcare      works to engage employees at all levels in this campaign.



                        Toni G. Pugmire, Director of Education and
   For more             Member Services
   information          Idaho Hospital Association
   contact:             P.O. Box 1278, Boise, ID 83701-1278
                        Phone: (208) 489-1409 • Fax: (208) 338-7800
                        tpugmire@teamiha.org
Brandon holds an MBA from Arizona State
University in addition to his undergradu-
ate degree in business marketing. Prior to
his current role, Brandon held positions in
healthcare operations management as well
as hospital finance.

Mark Rudolph, MD, serves as Chief
Training Officer for Sound Physicians and
leads clinical operations for the Northwest
Region as Chief Medical Officer. Mark’s
responsibilities include developing and
implementing physician education and
training programs to provide Sound’s
outstanding physicians with the skills to
become effective hospitalists. Dr. Rudolph
works directly with the Chief Hospitalists
at each of Sound Physician’s partner hos-
pitals to ensure the delivery of high quality
patient care and the alignment of perfor-
mance with partner hospital goals.

Dr. Rudolph is a graduate of Case Western
Reserve School of Medicine and trained at
Cornell Medical Center. Mark was Assis-
tant Director of Graduate Medical Educa-
tion at NYU Downtown Hospital prior to
joining Sound in 2002.

Time:
Log-in begins 10 minutes prior to the
scheduled start time.

Registration:
There is a site fee/per connection fee of
$150 for IHA member hospitals for this
course; $300 for all Idaho-based non-
members. Advance registration is required
to ensure delivery of instructional
materials.
Registration deadline: June 21, 2011
                                                    June 28, 2011

                                         HCAHPS/Patient Satisfaction
                                11:00 a.m. – 12:00 p.m. MT; 10:00 – 11:00 a.m. PT


Contact:_______________________________________________________________________________________
Title:__________________________________________________________________________________________
Organization:___________________________________________________________________________________
Address:_______________________________________________________________________________________
City, State, Zip:__________________________________________________________________________________
Phone:__________________________Fax:__________________________E-Mail:___________________________


IHA Member Hospital…………………………………$150/per site, per connection
Idaho-based Non-IHA Member Hospital……………$300/per site, per connection

Payment must be received in order to get program materials.

Registration deadline: June 21, 2011

___ Check               ___ Visa                ___ MasterCard            ___ AmEx       ___ Discover
(payable to IHA)


Name of Cardholder:_____________________________________________________________________________

Card Number:________________________________________ Exp. Date:_________________________________

Security Code: ____________________________________________ Amount $ _____________________________




Mail with your remittance to:      Fax to:                    E-mail to:
Toni Pugmire, IHA                  (208) 338-7800             tpugmire@teamiha.org
P.O. Box 1278                      ATTN: Toni
Boise, ID 83701-1278

                                    Have questions or need more information?
                          Contact Toni Pugmire at (208) 489-1409; tpugmire@teamiha.org

				
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