PRECONFERENCE A
Thursday, June 5 • 8:00 a.m. - 12:00 p.m.
It All Starts with You! Creating a Culture of Accountability
Mark Sasscer, MSOD

7:00 a.m. Preconference A Registration • Check-In

Did you know that the #1 obstacle to effective business practice is organizational culture? In this highly interactive and thought-provoking session, Mark Sasscer will challenge you to “look in the mirror” first to:

• Examine your own beliefs and behaviors in your practice setting.
• Discover how you impact and shape the behaviors of your co-workers.
• Understand how each employee (including you) contributes to the overall culture of the organization.
• Commit to “Be the Change” and significantly contribute to a positive work environment.

By examining The 10 Principles of Personal Leadership, you will discover how to use feedback and coaching techniques as practical tools to assist you in the change process, and more fully understand the science of shaping human behavior and performance. Join Mark for what promises to be a memorable and eye-opening experience!

At the conclusion of this Preconference, you will be able to:

• Name, describe and apply The 10 Principles of Personal Leadership.
• Outline and put into practice an evidence-based model to more effectively shape human performance.
• Devise a plan to implement one change in your own workplace behavior that will lead to improved personal accountability and outcomes.

Mark Sasscer is the founder and CEO of LeadQuest, LLC, an international leadership consulting and training firm specializing in team development and organizational culture change. After 15 years in leadership roles for the telecommunications industry, he now devotes much of his time and energy to working with healthcare providers. In addition to consulting, coaching and lecturing, Mark has just published his first book entitled The Change Agent. He is uniquely qualified to provide practical tools and applications invaluable to your effectiveness as a nurse leader!

PRECONFERENCE B
Thursday, June 5 • 1:00 p.m. - 5:00 p.m.
“Wow” Your Patients: Best Practices in Service Excellence
Susan E. Osborne, MSN, MBA, RN

12:30 p.m. Preconference B Registration • Check-In

What is Customer Service all about? How do you convince your staff to buy into it? Learn ways to drive patient satisfaction in your organization through better communication with patients, hourly rounding, manager rounding and the use of key words. HCAHPS Reporting* will also be defined and discussed. Bring your survey tool with you along with your Priority Index/Key Drivers for small group discussion and develop a plan to improve your patients’ perception of care. See how excellent service will set your facility apart from the competition and positively impact your bottom line!

At the conclusion of this Preconference, you will be able to:

• Identify the value of improving service excellence in your practice setting.
• Describe tools that will improve staff communication with patients and families.
• Outline and develop a 90-day plan focusing on the Key Drivers/Priority Index for improving patient satisfaction.

With over 25 years of healthcare experience, Susan Osborne has achieved remarkable results in her leadership positions. As a result of her management skills and position as a Coach with the Studer Group, several facilities she worked with achieved patient satisfaction scores above the 95th percentile! In her new position as Vice President of Service and Operational Excellence at Piedmont Healthcare System in Atlanta, Susan’s personal vision is to continue to make a difference in healthcare. Don’t miss this opportunity to learn practical applications from an expert, impact the care you provide, and provide a positive experience for your patients and their families.

*HCAHPS - The HCAHPS initiative was formed by the Center for Medicare and Medicaid Services (CMS) and The Agency for Healthcare Research and Quality. The goal of HCAHPS is to provide a standardized survey instrument and data collection methodology for measuring patients’ perspectives on hospital care. This reporting goes live on the internet in March of 2008.