Sessions

October 23

Opening Keynote: No Ego: How Leaders Can Cut the Cost of Drama, End Entitlement and Drive Big Results in Healthcare

9 -10:15 a.m.
Cy Wakeman

It is time to redefine leadership with science and research, to teach leaders strategies and tools that will actually work in their modern workplace. Leaders and organizations deserve to have a new understanding of what greatness looks like and how it can be fueled. This session delivers that call to greatness for all. It provides the road map to thinking differently about leadership and employee roles and delivering quality results and patient experiences—not in perfect circumstances, but in today’s world.

Most philosophies are grounded in two completely faulty assumptions: “change is hard” and “engagement drives results.” Those beliefs have inspired expensive attempts to keep change from being disruptive to employees. What these engagement programs actually do is create and reinforce feelings of victimhood and leave employees unprepared to adapt to real changes that are necessary for the health, quality, and profitability of their enterprises. Rather than driving performance and creating efficiencies, these programs fuel the emotional waste, entitlement, and drama that drags down healthcare organizations and steals precious time away from the bedside.

This is backwards. And expensive.

When employees indulge in distracting drama, learned helplessness, low accountability, lack of self-awareness, and ego-driven behavior, it comes at a significant cost to their organizations. We now know it can easily consume up to three months per year of each employee’s time—potentially billions of dollars annually in the United States alone. That's the drama quotient.

In this session, the speaker will weave new research into a narrative that provides healthcare leaders with:

  • Case studies showcasing large wins, like the turnaround of a large finance team that delivered an organizational transition slated to take three years in just seven months
  • Strategies for eradicating entitlement with great resources such as the Engaged Action Planning Tool and the Negative Brainstorming Tool, which changes the attitude of group meetings from “why we can’t” to “how we could
  • Ways to develop highly effective mental processes in teams and hold all team members accountable to quality, safety, and excellent patient care
  • Practical, easy-to-use tools that can be used right now to promote self-reflection and awareness from the bedside to the leadership role
  • An entirely different way to administer and use engagement based upon listening to highly accountable employees.

Concurrent Sessions

10:30 a.m. - 12:30 p.m.

Track 1: The ROI of Cracking the Code of Employee Disengagement - Jill Christensen

One of the best ways to drive clinical excellence, improve the patient satisfaction, and ensure their return if they need care again is to ensure that your employees are engaged. When you create an engaging work experience in healthcare it improves clinical excellence, patient care, the patient experience, and satisfaction scores; increases government reimbursements; increases the patient’s willingness to return to your facility if they need care again; and causes patients to engage in their treatment plan. 

Currently, however, employee engagement is a challenge for many U.S. healthcare providers:

  • 56 percent of healthcare workers are disengaged.
  • 43 percent of these disengaged workers are seeking other employment options. 

How do you inspire healthcare employees to get off the sidelines and into the game? In Jill Christensen’s bestselling book, If Not You, Who? Cracking the Code of Employee Disengagement, she shares a proven four-step process to turn disengaged workers into a unified high-performing team, resulting in increased patient satisfaction, employee productivity and retention, profits, and government reimbursements.

Her process has been used by companies in eight different industries, and every organization realized a one-year increase in employee engagement between four and 11 points. Per Gallup, a two-point increase is statistically significant.

You will leave this session with:

  • A new perspective on employee disengagement and the number 1 reason employees don’t engage
  • Tactics to engage senior leaders in employee engagement
  • Clarity on next steps and inspiration to achieve your goals

Track 2: The Secret Every Leader Needs to Know in Achieving Excellence in Healthcare Experiences - Deanna Frings

Patient experience matters. Its importance continues to grow and remains a global priority for healthcare organizations. Central to patient experience is the awareness that leadership plays a pivotal role in driving your organization’s experience culture. Join this session for a facilitated discussion on the current state of patient experience and the leadership strategies critical in delivering excellence in experience.

Learning Objectives:

  • Review highlights from the 2017 State of Patient Experience study.
  • Explore the critical elements of fostering relationships, enhancing engagement, and driving accountability in delivering excellence in experience.
  • Identify specific actions you can take to support your teams in delivering their best in experience every day.

 

Track 3: Building Connections: Harnessing the Power of Effective Communication, Simplicity, and Design to Improve the Patient Experience - Ron Cappello

 

 

"What we have here is a failure to communicate." This is a famous line from the classic movie Cool Hand Luke. It can also be heard throughout the American healthcare system, with serious ramifications. In this session, the speaker will share lessons learned from working with leading healthcare providers and insurers on improving their communication to enhance the patient experience. 


 

Panel: The Role of Talent Development in Healthcare

2:30-3:30 p.m.
Charlotte Hughes, Cindy McCauley

General Session Day 1: Driving Organizational Excellence through Performance Development

3:40-4:40 p.m.
Jacque Burandt, Theresa Scepanski

In the world of healthcare, change and uncertainty continue to roll in, and your job now involves doing more with less. You’re so busy keeping up; how can you possibly stay connected to your initial commitment to producing innovative, high-quality work with a positive attitude?

In this session, the speaker will use concepts from her popular book to provide insights that will transform the way you work. You’ll learn how to bounce back when hit with challenges. You’ll get evidence-based tools and techniques for raising the bar on your own positive experiences at work, and you’ll leave feeling re-energized and ready to rock and roll.

During this session, you will:

  • Receive a proven methodology for handling the day-to-day stresses at work.
  • Receive solid takeaway tools you can use the minute you return to work.
  • Participate in facilitated dialogue, interactive exercises, and problem solving.
  • Receive helpful follow-up to keep the learning going.

Closing Session Day 1: SHIFT to Professional Paradise

4:45-5:45 p.m.
Vicki Hess, RN

In the world of healthcare, change and uncertainty continue to roll in, and your job now involves doing more with less. You’re so busy keeping up; how can you possibly stay connected to your initial commitment to producing innovative, high-quality work with a positive attitude?

In this session, the speaker will use concepts from her popular book to provide insights that will transform the way you work. You’ll learn how to bounce back when hit with challenges. You’ll get evidence-based tools and techniques for raising the bar on your own positive experiences at work, and you’ll leave feeling re-energized and ready to rock and roll.

During this session, you will:

  • Receive a proven methodology for handling the day-to-day stresses at work.
  • Receive solid takeaway tools you can use the minute you return to work.
  • Participate in facilitated dialogue, interactive exercises, and problem solving.
  • Receive helpful follow-up to keep the learning going.

 


October 24

Opening Keynote: Tie Your Shoes Before You Trip! Prevention of Adverse Events in Healthcare

9-10:15 a.m.
Dr. Arnold Mackles, MD, MBA, LHRM

This session will help familiarize you with the impact that adverse events have on the healthcare system. It will cover areas of healthcare that have high rates of error, resulting in patient harm. The speaker will provide performance improvement methodologies, techniques, and processes that will have a positive and immediate impact on improving patient safety and significantly reducing errors in healthcare settings. Particular emphasis will be placed on improving communication, quality of care, and patient satisfaction.

After this session, you’ll be able to:

  • Categorize the most frequent sentinel events in healthcare as reviewed by the joint commission.
  • Summarize the impact that breakdowns in healthcare communication have on malpractice litigation claims.
  • Utilize techniques to improve healthcare handoffs.
  • Employ targeted solutions to reduce patient falls in healthcare settings.

Concurrent Sessions

10:30 a.m. - 12:30 p.m.

Track 1: Using Virtual and Augmented Reality to Unleash Your Team's Talent - Ramon Tisaire & Greg Hunter

This session will demonstrate the functionality of an operational management platform that incorporates virtual reality. It will also explore how artificial intelligence can benefit your team by raising team members’ emotional intelligence, increasing safety, and contributing to a better patient experience while reducing administrative burdens. In this session, you will experience virtual reality training and automatization of work flow. 

You will also learn about:

  • Barriers to achieving an efficient talent development program
  • The effectiveness of virtual reality mind training
  • The automation of competencies to align to direct care
  • How to sustain virtual reality training and educational initiatives through gamification. 

Track 2: Innovations and Best Practices in Patient-Centric Care: How Do We All Get Better? - Ben Locwin

For a long time, patient care has been seen as something of a privilege, rather than a repeatable and sustainable industry for helping people improve the trajectory of their disease or disability. However, with many of today's health systems promoting a more patient-centric approach, the focus has shifted the balance of power to the customer (the patient). This session will discuss ways in which well-being can be directly influenced by proper healthcare treatment approaches.

This session will explore evidence-based care as well as the best (and worst) ways to analyze healthcare data to look for real trends and maximize patient outcomes and satisfaction. 

Learning objectives of this session include:

  • Understanding where patient care comes from.
  • Realizing how patient-centricity has changed healthcare, and what's next.
  • Deeply internalizing the role of resilience and well-being in patient-centered outcomes.
  • Gaining a deep understanding of healthcare data analysis best practices to improve the future.

Track 3: Communicate Your Care! - Niedringhaus Su & Lee Massaro

Healthcare is all about encounters and relationships -- with our team members, our direct reports, our patients and our organizations.  This highly interactive session explores how effective communication plays a vital role in creating trust and working well together.  Whether seeking adherence from patients, reaching across teams or inspiring colleagues and co-workers, discover how intentionally applying these four elements can foster both better health outcomes and more enjoyable working environments. Build rapport, partner with powerful questions, demonstrate empathy and know your next steps. By the session's end, your practitioner and leader toolkit will be brimming with fresh ideas and techniques to put to immediate use.

Learning Objectives:

  • Participants will learn and practice techniques for quickly building rapport and trust.
  • Participants will discover the elements of a powerful question and experiment with true curiosity.
  • Participants will practice demonstrating empathy that lands and shifts the energy.
  • Participants will experience the value of consciously and effectively closing an encounter and leaving with a plan.

 

General Session Day 2: Creating a Culture of Coaching Starts at the Top! Round Table

1:30 – 2:30 p.m.
Darelyn "DJ" Mitsch

Did you know the average physician spends 18 seconds listening to a patient before they interrupt or start diagnosing? What if physicians learned to really listen to hear the full story? Think about what that could lead to: Less costly mistakes? Better partnerships with nurses and office staff? Profound connections with patients? More freedom to try something new and offer their best ideas in team meetings? Opportunity for teams to adapt more readily to change?

What if executives modeled that approach?

In this session, the speaker will introduce the road map for creating a culture of coaching and demonstrate simple formulas for coaching anyone, anywhere. Caught in a water cooler conversation? Make it a coaching conversation! Is it time for the individual development plan conversation? Make that a deeper coaching conversation and help people create, take ownership, and shift mindsets to see the best in others. Have groups and teams that need to amp up their communication and performance? Coach them to build a strong foundation and new ways of working.

In this session you will:

  • Learn to listen comprehensively and understand what is behind what others say.
  • Practice a simple coaching model that takes conversations to a more meaningful place.
  • Leave others creating and in action as you partner and coach through the chaos of change.

Note: We will use the job aid from the TD at Work issue “Coaching in Healthcare.” It is a checklist of coaching skills and a coaching model that prompts a deeper understanding about the coach approach and how to best distinguish coaching from consulting and training.

Panel: Applicable Learning and Emerging Technologies in Today’s Healthcare Industry

2:30 – 3:30 p.m.
Flora Alves, Yon Sugiharto

Closing Keynote Day 2: How Google, NASA, and Navy SEALs Create Teams That Deliver: Case Studies in Improving Team Performance and Optimizing Outcome Delivery 

2:30 – 3:30 p.m.
R.A. Farrokhnia

The increasing complexity of organizational operations and the accelerated pace of technological change, among many other factors, necessitate high-performing and cohesive teams to execute strategy and deliver intended outcomes. In this session, the presenter will discuss how some of the most innovative and leading organizations create, manage, and empower teams on mission critical projects where failure is not an option.