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DTSTART;TZID=America/Los_Angeles:20230202T170000
DTEND;TZID=America/Los_Angeles:20230202T183000
DTSTAMP:20260606T091410
CREATED:20221117T181441Z
LAST-MODIFIED:20230125T202236Z
UID:10000026-1675357200-1675362600@achewfc.org
SUMMARY:Reinventing Customer Service in Healthcare
DESCRIPTION:Consumer-driven services in business and the need for efficiency are accelerating changes in the way organizations operate and compete. Many consumers today are taking greater control of their purchasing power and healthcare decisions and are demanding excellence in service. The challenge is how to give them the best service in a meaningful and economic way. Organizational survival relies on healthcare leaders with the vision\, determination and courage to test various methods of enhancing the patient experience. Patient expectations are being set by other industries; for example\, the airline industry\, in which Southwest Airlines is the only airline that has turned in profitable years for 33 consecutive years\, consistently achieved the best on-time performance\, received the fewest customer complaints and fewest mishandled bags\, is consistently cited for the best customer service\, the smartest management and as the most fun place to work. Can the principles from a culture like Southwest Airlines help healthcare win the hearts and minds of their employees? \nAgenda \n5:00 -5:15 – Event & speaker introduction \n5:15 -6:15 – Speakers Present \n6:15 – 6:30 – Speaker Q & A \nQualified Education Credit Hours: 1.5 \nAs an independent chartered chapter of the American College of Healthcare Executives\, the West Florida Chapter\, is authorized to award a total of 1.5 hours of ACHE Qualified Education credits toward advancement or recertification in the American College of Healthcare Executives. Participants in this program who wish to have it considered for ACHE Qualified Education credit should list their attendance when they apply to the American College of Healthcare Executives for advancement or recertification. \nTo purchase your ticket\, visit: https://www.eventbrite.com/e/reinventing-customer-service-in-healthcare-tickets-465861473207 \nLara Klick\, MBA\, CPXP \nLara Klick is Vice President and Patient Experience Officer at Tampa General Hospital. In her role\, Lara provides strategic and operational oversight of all aspects of the patient experience. This includes the analysis of performance and opportunities for improvement\, the provision of support and communication during healthcare crisis and the resolution of issues and recovery of relationships. In her 20 plus years of experience in the acute healthcare arena\, she has been a part of the evolution of the role of the patient experience professional. Her focus is on elevating role of the patient voice in the healthcare dialogue. She has opened hospitals to families and given health care providers concrete tools to facilitate a collaborative relationship with patients and families. This laser focus on patient centeredness is fueled by her belief that health care providers\, patients and families all have a common goal and her role is to help them work together to reach it. In addition to her professional background\, Lara is the proud mother of two children who delight in the fact that they’re taller than her now. She will tell you that her greatest achievements in her life call her mom. \nEdward M. Rafalski\, Ph.D.\, MPH\, FACHE \nEdward Rafalski\, Ph.D.\, MPH\, FACHE is currently the Chief Strategy and Marketing Officer for BayCare Health System in Clearwater\, FL. Dr. Rafalski is responsible for all planning\, business development\, real estate\, market research\, clinical research\, marketing\, digital strategy\, government relations\, public relations and communications at BayCare Health System. Dr. Rafalski has an extensive background in strategic planning\, data analytics\, decision support\, GIS\, business development\, marketing\, public relations\, group purchasing and managed care contracting. He has also served as an executive liaison for emergency department and children’s hospital operations. After graduating from the University of Chicago with a bachelor’s degree in public policy studies\, Dr. Rafalski received a master’s degree in public health from Yale University School of Medicine. He received his Ph.D. in public health sciences from the Division of Health Policy and Administration at the University of Illinois\, School of Public Health where he has taught as Clinical Assistant Professor. His health services research and teaching interests include: the effects of market economics on health care services\, healthcare decision support\, quantitative methods\, managerial epidemiology health disparities\, marketing and strategic management. Dr. Rafalski is a Fellow of the American College of Healthcare Executives\, Six Sigma Black Belt and member of the 2014 TNCPE Board of Examiners\, trained in the Baldrige Criteria for Performance Excellence. Ed is also a member of the University of South Florida College of Public Health’s Master Health Administration Advisory Board. \nPaul Grossman \nPaul is the founder\, CEO and Chief Experience Officer of PLG ExperienceSolutions\, a consulting and training company that helps healthcare organizations create consistently exceptional experiences for its employees and\, as a result\, their patients. For more than 25 years\, Paul has focused on improving customer experiences. Before starting his own company\, he spent 10 years with Integrated Loyalty Systems as their senior vice president of content and solutions\, designing culture-change programs and training workshops for healthcare organizations around the country\, including Dignity Health\, Ochsner Clinic\, Penn Medicine\, Carson Tahoe Health\, the National Rehabilitation Hospital in Washington\, DC. Paul was the lead consultant on engagements with all seven hospitals of the Detroit Medical Center\, as well as clinics of Dignity Health in California\, and the Women’s and Children’s Hospitals of Michigan Medicine\, to name a few. In addition to culture change and patient experience journey mapping\, Paul specializes in employee engagement and onboarding programs for healthcare\, having redesigned more that two dozen healthcare orientation programs with the philosophy: “How you treat staff on day one determines how they’ll treat patients… and each other.” Prior to that\, Paul spent eight years as a Disney Castmember\, specifically as a senior manager first with the famed Disney Institute at Walt Disney World\, teaching the Disney Approach to visiting organizations. Then he moved to Disney Event Productions\, ultimately returning to the Disney Institute to become one of its most highly rated trainers and national keynote speakers\, focusing on applying Disney cultural elements to other industries. Paul spent 13 years before Disney with Kaset International/AchieveGlobal\, at the time one of the world’s largest “soft skills” training and consulting companies. There he learned the intricacies of adult learning\, instructional design and organizational consulting. He was the co-author of the industry standard Everybody Has a Customer\, based on the “internal customer service” concept of: “If you’re not taking care of a customer\, you should be taking care of someone who is.” Paul has been both a preceptor and guest speaker at the USF School of Public Health\, is an active member of the American College of Healthcare Executives (ACHE)\, currently serving on the Board of the Western Florida Chapter\, is a longtime member of the ACHE Consultant’s Forum\, and received the prestigious ACHE Regent’s Award in 2021. He has frequently presented workshops and speeches at healthcare conferences around the country\, including multiple times for ACHE’s national Congress on Healthcare Leadership\, as well as numerous local chapter events\, both in Florida and across the country. Paul lives in Tampa\, Florida with his wife\, Sue. He has two grown children and is a passionate hockey fan.
URL:https://achewfc.org/event/reinventing-customer-service-in-healthcare/
CATEGORIES:Face-to-Face
ORGANIZER;CN="ACHE WFC":MAILTO:communications@wfcache.org
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DTSTART;TZID=America/Los_Angeles:20230622T173000
DTEND;TZID=America/Los_Angeles:20230622T190000
DTSTAMP:20260606T091410
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LAST-MODIFIED:20230613T131657Z
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SUMMARY:Racial and Social Disparities in Healthcare
DESCRIPTION:Join ACHE Central\, Northern\, and Western Florida Chapters for the Racial and Social Disparities in Healthcare Forum on June 22nd from 5:30 pm – 7:00 pm. \nTo purchase your ticket\, visit: https://www.eventbrite.com/e/racial-and-social-disparities-in-healthcare-forum-tickets-641773300217  \n **Please note: ALL ATTENDEES must register for this event using the link below.  PLEASE REMIND YOUR ATTENDEES – this is a two step registration process and they will not receive F2F credit unless they complete both steps using this link only: https://account.ache.org/eweb/DynamicPage.aspx?Reg_evt_key=05e7f751-87ac-4db0-8578-9896f791cd36&WebCode=EvtRedirectorTL&site=ACHE \n  \n  \n 
URL:https://achewfc.org/event/racial-and-social-disparities-in-healthcare/
CATEGORIES:Face-to-Face
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DTSTART;TZID=America/Los_Angeles:20230921T073000
DTEND;TZID=America/Los_Angeles:20230921T173000
DTSTAMP:20260606T091410
CREATED:20230116T235759Z
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SUMMARY:Culture & Workforce in Healthcare Symposium
DESCRIPTION:Click here to register and purchase tickets.  \nThis 10 hour\, instructor led\, symposium will provide expert insight regarding a range of topics impacting the culture and workforce in healthcare. The panels cover topics including RN retention\, professional well-being for healthcare workers\, civility in the workplace\, talent management\, and mindful leadership. Panels will share relevant stories\, reflections\, and tools to support improved practices in the healthcare environment. Attendees are welcomed and encouraged to ask questions and interact with the panelists. The symposium will feature five events: \n\nSustainable Strategies to Support Resiliency and Professional Well-Being for Healthcare Professionals\nTalent Management for Bench Strength Development\nDeveloping an Environment of Civility and Respect in Healthcare Organizations: Resources to Empower Healthcare Leaders to Identify\, Intervene and Prevent Workplace Bullying\, Incivility and Disrespect\nRN & Clinical Staff Retention & Turnover\nMindful Leadership: Leading with Heart and Mind for Healthcare Leaders\n\n\nFor more details\, see below! \n\n\nKeynote Speakers:\n\n Delvecchio S. Finley\, FACHE – 8:00am\nDoni Landefeld\, Ph.D.\, ACPEC – 12:00pm\n\n\n\n\n\n\n\n\n\nSpeaking Events:\nSustainable Strategies to Support Resiliency and Professional Well-Being for Healthcare Professionals – 1.5 in person F2F Education Credits\n\nTime: 8:30am-10am\n\nPanelists: Dr. Katie Cole\, Dr. Seema Weinstein\, Gail Ryder\, Diego Perilla\n\n\n\n\nAdverse patient events have been attributed to healthcare staff who have experienced difficulty sleeping\, reduced job satisfaction\, impaired behavior and anxiety. These attributes contribute to more serious consequences such as burnout\, depression\, post-traumatic disorder and suicidal ideation. The suicide rate for physicians is higher than that for any other profession\, in part because of the stress of medical school\, risk for malpractice\, sleep deprivation and challenges with work/life balance. Healthcare leaders often struggle with finding long-term solutions to address an important but personal issue for their staff and organization. During this panel\, participants will learn sustainable strategies and approaches that will address well-being and resiliency for healthcare professionals in today’s healthcare environment. Even when leaders recognize this as a problem\, they are often presented with confusing information or get-better-quick solutions that bring no lasting change and can sometimes increase cynicism among employees. During this panel\, participants will learn the importance of sustaining well-being for healthcare professionals in today’s health care environment.\n\n\n\n\nTalent Management for Bench Strength Development  – 1.5 Qualified Education Credits\n\n\nTime: 10:15am-11:45am\n\nPanelists: Cami Leech Florio\, Kyle Barr\, David Howard\, Charles Hinson.\n\nTalent management and succession planning are important to the successful operation of every organization. Together\, they constitute a systematic process for preparing people to meet an organization’s needs for talent over time. They are designed to ensure the continued effective performance of an organization by developing employees at all levels\, while paying particular attention to the identification and training of high- potential candidates for managerial or leadership positions. Talent management and succession planning enable an organization to meet its needs for leadership by assessing the competencies required for key positions\, nurturing and developing the talents needed to fill those positions\, and implementing procedures and protocols for managerial and leadership replacement when it becomes necessary.\n\n\n\nDeveloping an Environment of Civility and Respect in Healthcare Organizations: Resources to Empower Healthcare Leaders to Identify\, Intervene\, and Prevent Workplace Bullying\, Incivility and Disrespect – 1.5 in person F2F Education Credits\n\n\n\n\n\n\nTime: 12:30pm-2:00pm\n\nPanelists: Qualenta Kivett\, Tom McDougal\, Joan M. Veccioli\, Vyron Folds\n\nThe organizational culture of a healthcare organization plays a critically important role in shaping the work environment for its employees. Organizations with environments of civility and respect recruit the best and brightest people\, exude high morale and high job satisfaction by their employees\, and demonstrate high performing teamwork. Unfortunately\,disrespect and incivility at work is rampant in many organizations\, and it’s on the rise. Uncivil behaviors are characteristically rude and discourteous\, displaying a lack of regard for others. There is an organizational price to be paid for uncivil encounters among coworkers. Employees that have experienced or witnessed incivility reduce their commitment to the organization and demonstrate a reduction in work effort. While individual factors may play a major role in contributing to incivility and disrespectful cultures\, the workplace environment is a powerful force that consciously or unconsciously enables acts of incivility\, disrespect and bullying. Emerging evidence and anecdotal reports suggest that the conscientiousness of healthcare leaders in implementing comprehensive\, cohesive\, and integrated bullying prevention and intervention programs in their organizations is critical to promote environments of respect and enhance the sustainability of cultures of civility. This panel discussion will focus on tools and methods to identify and address incivility\, bullying and disrespectful behavior in the workplace environment as well as methods to develop and support a culture of civility and respect in healthcare organizations.\n\n\n\n\n\n\n\nRN & Clinical Staff Retention & Turnover – 1.5 in person F2F Education Credits\n\n\nTime: 2:15pm-3:45pm\n\nPanelists: Lisa Johnson\, Wendi Goodson-Celerin\, Charity Carlisle\, Gen Guanci\n\nWith an aging population\, baby boomers retiring\, millennials taking over the work force\, and reimbursements being more tied to patient satisfaction and administrative duties\, it is no surprise that turnover is at an all-time high. It is imperative for hospitals and health care systems to understand the impact of turnover as well as how to increase retention through engagement\, professional development and mentorship.\n\n\n\nMindful Leadership: Leading with Heart and Mind for Healthcare Leaders  – 1.5 Qualified Education Credits\n\n\n\n\n\nTime: 4:00pm-5:30pm\n\nPanelists: Mo Kasti\, Colleen Walters\, Paul Grossman & Victor Weeden\n\n\nThe use of mindful practices like meditation\, introspection\, and journaling have been shown to contribute to the success of leading organizations. Mindful practices support personal and professional growth by enabling leaders to gain focus\, clarity\, creativity\, and compassion – qualities which allow leaders to face the myriad demands and struggles of everyday work life. Healthcare leaders\, in particular\, deal with challenges and pressures that are unique to the healthcare climate. Practicing mindfulness can help healthcare executives more effectively deal with these challenges by teaching them how to approach each situation with focus and clarity to make important decisions\, how to be creative and innovative in their approach to healthcare leadership\, and how to be compassionate with others in times of turmoil. \n********************************************************** \nContinuing Education Credit: a Max of 8.5 contact hours are available for program completion. CE Broker program number 20-1074006. Tampa General is an approved Providers for the Florida Board of Nursing and multiple other professional Boards or Councils (Provider #50-1943). Contact hours based on completed session evaluations are approved by: \n\nFlorida Board of Nursing for RN\, APRN\, LPN\n\nIn order to receive CE\, the participant must: \n\nAttend the entire panel presentation or key-note session. Partial credit will be given for hours attended.\nComplete the session evaluation using the provide QR code.\nInclude on each evaluation\, name\, email address\, and professional license number\n\nConflict of Interest: Speakers’ are all working healthcare executives who will be sharing their experiences related to topic of panel discussion. Each declares no conflict of interest in any product or brand name that may be mentioned as examples of methods/processes used at their institution. Speak or member of speaker family will not benefit from mention of or use of a product. \nPlease contact Lana Palmquist\, Lana.Palmquist@baycare.org with any questions\, or request for special accommodation at least 5 days prior to the program.
URL:https://achewfc.org/event/culture-workforce-in-healthcare-symposium/
LOCATION:Tampa Marriott Water Street\, 505 Water St\, Tampa\, FL\, 33602\, United States
CATEGORIES:Face-to-Face,Networking,Qualified Education
ORGANIZER;CN="ACHE WFC":MAILTO:communications@wfcache.org
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