Health Forum Web Seminars
Culture War: Establishing and Sustaining a Patient-Centered Culture of Quality
Scott Adler, Principal, Insight Strategies, LLC, Northville, MI
Wednesday, January 11, 2012
12:00 – 1:30 pm Eastern
11:00 am – 12:30 pm Central
10:00 – 11:30 am Mountain
9:00 – 10:30 am Pacific
(90 minutes with live Q&A)
The latest battleground in health care revolves around the patient experience. The epicenter of this battle, however, is being waged inside our organizations rather than between competing organizations. With the impending onset of value-based payments hospitals are recognizing the implications for not providing a great patient experience. They’re also recognizing that achieving that great patient experience is more than cherry picking the lowest scoring questions on their patient satisfaction surveys and addressing them one at a time. Consistently delivering the ideal patient experience can only be accomplished through the creation of an organizational culture that addresses quality in its three dimensions: Clinical quality, service quality and quality of work life.
Most organizations already believe they have a patient-centered culture and that improvements begin with identifying the “hot button” of the moment and then developing a plan to address that problem. Unfortunately, this non-systemic, reactive approach can confuse or frustrate staff by frequently moving from one issue to the next. Moreover, it rarely engenders sustainable change and improvement.
This webinar will provide participants with the essential elements necessary to establish a patient-centered culture of quality, including the guiding principles required for systemic change, and vital tools to facilitate that change. You’ll learn how Lean (or other continuous quality improvement tools) can support culture change and how to engage staff at all levels to actively participate in transforming the culture.
There is no silver bullet or easy answer to creating a patient-centered culture of quality. Organizations have very strong immune systems that resist change. However, the way in which you think about your organizational culture will drive how you approach changing it.
And that can make all the difference in the world.
Who will benefit from participation
This web seminar is ideally suited for hospital leaders, including:
- Chief Executive Officers
- Senior Executives
- Board Members
- Quality Improvement and Patient Safety Leaders
- Clinical Leaders
- Strategic Planning and Operations Executives
Purchase the Recording
The web seminar recording will be available by January 25. The cost is $195 for access to the recording through April 20th, 2012. The recording will be e-mailed as an html link.
Online purchase (credit cards only)
Click here for online registration.
Purchase by mail (checks only)
Click here to download the registration form PDF.
Gather your leadership team!
Web seminar pricing is based on a “per site” fee. We encourage attendees to bring their leadership together to participate as a team for even further value and benefit.
Note: You will only need to register one individual if you plan to participate as a team.
Cancellation policy
If you cannot participate in the Live Web Seminar you can transfer your registration to a substitute. No refunds are offered for cancellations of the Live Web Seminar. If you are unable to participate in the Live Web Seminar please contact Connie Lang at clang@healthforum.com for alternate arrangements.
How the web seminar works
Participants will watch the presentation via computer and will listen to the audio portion via the telephone. During the Q&A portion, participants can ask questions via the online chat feature or through the telephone.
Continuing education credits
American College of Healthcare Executives
Health Forum is authorized to award 1.0 hour of pre-approved Category II (non-ACHE) continuing education credit for this webinar toward advancement or recertification in the American College of Healthcare Executives. Participants in this program wishing to have a continuing education hour applied toward Category II credit should indicate their participation in this webinar when submitting application to ACHE for advancement or recertification.
California Board of Registered Nursing
Health Forum is provider approved by the California Board of Registered Nursing, Provider Number 12650 for 1.0 contact hour for this web seminar. Check with your state provider for reciprocity.
College of Healthcare Information Management Executives
Health Forum is approved to provide 1.0 qualifying Continuing Education Units (CEUs) for this conference by the College of Healthcare Information Management Executives (CHIME) Certified Healthcare CIO (CHCIO) Program.
About the speaker
Scott Adler is a Principal with Insight Strategies, LLC. Scott has been in health care marketing, business development and operations for more than 25 years. He has developed strategic partnerships between health care organizations, schools, churches, municipalities and businesses. He has published articles on his work in relationship marketing, community development and health status improvement as well as a book chapter on quality and customer service. He co-wrote and produced the PBS documentary, "Living With Cancer: The Windstorms of Life."
Scott has been working with organizations and communities across the country for more than 15 years helping them make the right strategic choices to ensure their future success. The primary focus of his consulting for most of the last decade has revolved around helping his clients create a patient-centered culture of quality in their organizations.
He was a 1994-95 Fellow with The Healthcare Forum. He is an adjunct faculty member at the University of Detroit-Mercy. He was the first elected chair of the internationally recognized and award-winning health status improvement initiative Creating a Healthier Macomb.
