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Now, more than ever...

As 'pay for reporting' inevitably gives way to 'pay for performance', the time to architect an aggressive HCAHPS score-movement strategy has never been more urgent.

To that end, we're proud to announce that the Healthcare Service Excellence Conference is coming around again (November 5-7, 2008, in Louisville - see the links below to register!).

The event is a 'combustible' gathering of service excellence pros from across the US...it's really quite inspiring. As this'll be my 9th year attending (I'm keynoting this year), I thought I'd share with you:

The 10 Reasons why the Healthcare Service Excellence Conference
truly is a 'Can't Miss' event for hospital leaders:

1. Create a positive impact on your HCAHPS scores

2. Develop appropriate standards to address disruptive Physician behaviors and staff perceptions

3. Implement accountability systems that will reinforce and sustain peak performance

4. Learn what's likely to come when value-based purchasing becomes a reality...and what you can be doing about it now

5. Drive strategic change through focused/invigorated leadership

6. Connect your team with the most vibrant online community of service excellence professionals, dedicated to solving problems and maximizing the patient experience (a community-style peer-to-peer best practices resource is being launched at the conference)

7. View new technologies that enable constant improvement in the patient experience, through dramatic increases in accountability and early-warning of negative trends.

8. Learn strategies to address and tie physician disruptive behaviors to improvements in clinical and satisfaction outcomes.

9. Challenge and learn from peers and experts from survey firms to learn the latest thinking, strategies, and best practices in the HCAHPS roundtables.

10. Learn how rapid cycle process improvement can impact your hospital, while producing sustained results.

http://www.healthcareserviceexcellence.com

Accountability for HCAHPS Results

With the publication of HCAHPS scores, senior leadership teams at hospitals across the country are focusing on implementing best practices and ownership for results.

GoalMaster is a robust product designed specifically to assist the implementation of best practices, and move HCAHPS and Patient Satisfaction scores.

Because it defines accountability and ownership of specific goals and tasks, senior leaders have a clear understanding of 'who does what, when', and a clear roadmap to managing HCAHPS outcomes.

Keep Your Nurses & Healthcare Professionals for Life

The authoritative bestseller on Nurse Retention and Nurse Magnetism is available here, at no cost as a pdf download. A must-read for any hospital leader.

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Leadership Retreats

Maximize the time of your senior leadership team, by focusing their discussion, and decision-making on the mission-critical. This process will guide you, and provide decision-making catalysts.

The Service Excellence Report

This indispensable tool provides implementable strategies, news, and updates related to HCAHPS, Joint Commission, Magnet, and survey companies. Subscribe now!

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A Total Transformation Solution

In this age of public-access to hospital experience/ patient satisfaction data, it's no longer good enough to simply monitor your HCAHPS scores.

Progressive hospitals have realized that to make change stick, it's got to be cultural change.

The Employer of Choice-Service Excellence Initiative™ will change the way your entire team (and your patients) feel about your hospital.

Using proven systems and framework, your hospital will transform toward a service-driven culture where staff genuinely enjoy their jobs, and contribute tangibly to the patient experience.

The Magic of Frontline Leadership

Take control of your patient satisfaction and employee retention outcomes with The Employer of Choice - Service Excellence Initiative™:

Cultural transformation is assured through the engagement of front line associates in the delivery of exceptional patient service.

Become the employer of choice! Engage staff at all levels in a process that's proven, effective, fun, and has a measurable ROI.

Physicians are engaged in the culture change, through the Physician Service Excellence Initiative.

Become the provider of choice in your market! Our Service Excellence Initiative is the only sustainable solution to managing patient satisfaction over the long term, by making managers accountable for results delivery through an engaged, empowered staff.

Videos

Breakthrough Strategies to Become the Employer and Provider of Choice (12 minutes)
The Magic of Frontline Leadership (OASIS Team) (4 minutes)

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