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									                               CONNECTIONS 2009
                  REAL WORLD STRATEGIES FOR TODAY’S CHALLENGES
                                                                                  Pre-conference Workshop
                                                                                                     W3


                        Tying it all together...Research as the ribbon
                                  Wednesday, September 30
                                    9:00 a. m. - 12:00 Noon

Candace Quinn, MM                                          Joe Inguanzo, Ph. D.
Chief Experience Officer, Sr. Consultant                   President
Brand=Experience                                           Professional Research Corporation
McLean, VA                                                 Omaha, NE

Melodie White, RN, BSN, MBA, COHN-S, CIC, CPHQ
Director, Quality Assurance
Southeast Missouri Hospital
Cape Girardeau, MO

Summary Description

Whether you are a student of the Studer Group℠, a Baldrige℠ wannabe, a member of marketing
or management, or just curious, there certainly seems to be a correlation between satisfaction
among all of your audiences.
This session will consider the correlation of satisfaction, and dissatisfaction, among multiple
audiences. We will try to understand what satisfaction looks like, what loyalty looks like, and
how do you get to advocacy. We will try to correlate quality, outcomes, and satisfaction. We
will use a combination of case studies and reference work with multiple clients to demonstrate
what we are learning. See what so many are asking about and how, you too, can identify what
data to use to make improvements.

Learning Objectives
1. Data and where to find it
2. Data and how to use it
3. Making a lasting impact…going from score keeper to coach

Faculty Information
Ms. Quinn is a 25+ year experienced Marketing career professional in building and leading
highly effective, results oriented marketing programs and teams. As a marketing and Brand
consultant, today she works largely with non-profit hospitals and health systems. Candace has
strong administrative skills, effective leadership techniques, is able to coach and teach
organizations in the area of experience design, brand definition and deployment, marketing
department organization and operations, market planning, and market positioning.

Dr. Inguanzo, one of the co-founders of Professional Research Consultants, Inc., was
instrumental in the development of PRC’s unique and specialized telephone research
methodology. Since 1980, Dr. Inguanzo has continued to be a leading force in the evolution of
the organization’s research methodologies, allowing PRC to offer hospitals some of the most

                         SHSMD’s ANNUAL EDUCATIONAL CONFERENCE
                              SEPTEMBER 30 – OCTOBER 3  ORLANDO, FLORIDA
                                  CONNECTIONS 2009
                     REAL WORLD STRATEGIES FOR TODAY’S CHALLENGES
                                                                                 Pre-conference Workshop
                                                                                                    W3


innovative and sophisticated marketing research and consulting services available. In addition to
his consulting work with hundreds of hospitals and health systems nationwide, Dr. Inguanzo has
conducted numerous projects for many well-known and prestigious academic medical centers.
Dr. Inguanzo is a frequent consultant to his research clients, speaker at state and national
conferences, and is often cited in major works.

Ms. White joined Southeast Missouri Hospital in 2008 and is responsible for the quality
management department and all quality improvement activities at this 267 bed, non-profit
hospital. She has led the pursuit for the Missouri Quality Award for Southeast, and assisted her
previous organization, Capital Region Medical Center, Jefferson City, MO in accomplishing the
receipt of that prestigious award in 2006.

Executive Summary/Outline

I.       Introduction of presenters

      A. Director of Quality Management, Southeast Missouri Hospital
      B. CEO, Brand=Experience
      C. President, PRC

II.      Resources---Educational and Examples

      A. Patient Satisfaction & HCAHPS
                  1.     How to use this data
                  2.     How to aggregate it
                  3.     Going beyond reporting and posting
                                --case studies of best practices

      B. Employee Satisfaction
               1.    How to use this data
               2.    How to aggregate it
               3.    Going beyond reporting and posting
                             --case studies of best practices
                             --loyal employees: supervisor v. the organization

      C. Medical Staff Satisfaction
                 1.     How to use this data
                 2.     How to aggregate it
                 3.     Going beyond reporting and posting
                               --case studies of best practices

      D. Focus Groups
                1.    When do you need them

                            SHSMD’s ANNUAL EDUCATIONAL CONFERENCE
                                 SEPTEMBER 30 – OCTOBER 3  ORLANDO, FLORIDA
                                      CONNECTIONS 2009
                         REAL WORLD STRATEGIES FOR TODAY’S CHALLENGES
                                                                                Pre-conference Workshop
                                                                                                   W3


                    2.     How do you conduct them
                    3.     How do you use the information to:
                             a. Validate
                             b. Clarify
                             c. Test

III.       Presentation of Integrated Case Studies---tying it all together

       A. Action Planning
                   1.   Who gets involved
                   2.   Best Practices, inside and out
                   3.   What does a great action plan look like
                   4.   Open discussion as to how attendees currently approach this

       B. Putting some muscle behind the work
                   1.   Performance review integration
                   2.   Reward integration
                   3.   Recognition opportunities
                   4.   Open discussion as to how attendees currently approach this

       C. How do you tie it all together
                  1. Key Driver overlap—focus on what’s relevant and related
                  2. Make the work relevant for all
                  3. Make the commitment public
                  4. Track more than improved scores; link to market share, volumes,
                        recruitment, retention, and leadership goals
                  5. Happy v. loyal v. advocates…where are your audiences?
                  6. Open discussion and closing questions




                              SHSMD’s ANNUAL EDUCATIONAL CONFERENCE
                                  SEPTEMBER 30 – OCTOBER 3  ORLANDO, FLORIDA

								
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