Craig Deao

The past decade has seen the rise of dozens of nationally-standardized metrics that are transparently reported, tied to reimbursement and galvanizing the attention of healthcare leaders. Yet many actions to improve these measures are fractured in their approach, limiting their effectiveness and stretching already-thin resources. Fortunately, evidence shows there are several high-leverage practices that can sustain improvement in multiple outcome domains through single actions. This session will review the evidence correlating positive patient experiences with quality and safety; introduce three evidence-based practices proven to improve each of these domains; and inspire attendees to set targets and hold themselves and their colleagues accountable for delivering perfect patient experiences. Read More >

Learning Objectives: Read Less ^

• See the evidence correlating positive patient experiences with quality and safety;
• Learn three evidence-based practices proven to improve each of these domains;
• Be inspired to set targets and hold themselves and their colleagues accountable for delivering perfect patient experiences.

If you want to create highly engaged and loyal customers, first focus on creating highly engaged and loyal employees (and, in healthcare, this includes physicians whether employed or not). In this session participants will learn how the nation’s most successful healthcare organizations achieve and sustain high performance on their key measures of quality, safety, service and financial sustainability through a pathway focused on engaging their people. Read More >

Learning Objectives: Read Less ^

• Describe the evidence linking customer loyalty with employee and physician engagement;
• Describe the Evidence-Based Leadership system used by Baldrige recipients in healthcare to sustain world-class performance;
• Implement the first key steps toward achieving world-class customer and employee engagement.

Leaders in healthcare have a competitive advantage: we have the most talented, passionate people of any industry. Yet, despite decades of focus on performance improvement our results lag our ambitions. In this session hear Studer Group's latest thinking on engaging people as the core competency necessary to achieve your mission.

Objectives:

1) Describe the latest trends in patient, physician and employee engagement.

2) Shift your leadership philosophy from satisfaction to engagement.

3) Implement evidence-based strategies to empower your team's human capital.

Develop communication skills that produce consensus, ownership and results.
Acquire ready-to-use communication tools to increase employee engagement, clarify performance expectations and create a culture of collaboration—resulting in a more purpose-driven and productive organization. Read More >

Objectives: Read Less ^

• Enhance leadership and coaching skills to deliver aligned messages connecting behavior to mission execution.
• Apply communication techniques to create a feedback-rich environment, minimize negativity, convey respect, encourage peer to peer leadership and navigate difficult conversations.
• Obtain methods to increase staff and organization engagement and decrease turnover and anxiety.
• Gain comfort in clarifying performance expectations to reduce miscommunications and safety errors.
• Understand how fear creates conflict and undermines quality.
• Identify the roles of respect and safety in delivery of difficult messages.
• Develop a personal action plan incorporating tactics and lessons learned.