Press Ganey 2010 National Client Conference

The Marriott Orlando World Center
Orlando, Florida
November 8 - November 10, 2010



Personal Information


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Dietary Restrictions 

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Conference Registration

Conference Registration


Early registration fee through 10/15 is $975
Regular registration fee after 10/15 is $1,300

    
$975 - Early Registration Fee (through 10/15)    

Session Selection

Session Selection


Please select the sessions, meals, and events you plan to attend.
You may only attend one session during each time slot.


Focus Areas
Please click on the title below for a description of each focus area.
           
Dedicated Stakeholders    
Service Excellence    
Safety & Clinical Quality    
Strategy & Leadership Systems    
Efficiency & Throughput    
Medical Services    

 


Conference - Monday, November 8

11:15 a.m. - 12:15 p.m.

           
Mon 11/8, 11:15 a.m. - Lunch  
Lunch 		   

12:30 p.m. - 2:15 p.m.

           
Mon 11/8, 12:30 p.m. - Welcome Remarks & Keynote Speaker  
Welcome Remarks and Keynote Speaker, Chesley B. Sullenberger, III 		   

2:15 p.m. - 2:45 p.m.

           
Mon 11/8, 2:15 p.m. - Networking Break  
Networking Break 		   

2:45 p.m. - 4:00 p.m.
Sessions

           
Mon 11/8, 2:45 p.m. - Not Attending a Session  
Not Attending a Session		    
Mon 11/8, 2:45 p.m. - No Excuse!  
No Excuse! - An Accountable Approach to Unified Care and Patient Satisfaction (Dedicated Stakeholders)		    
Mon 11/8, 2:45 p.m. - Culture of Service Excellence  
Inculcating a Culture of Service Excellence: A System-Wide Approach
(Service Excellence)		    
Mon 11/8, 2:45 p.m. - Changing the Culture of Wait Time  
From "Wait" to "Reception:" Changing the Culture of Wait Time in Your Organization(Efficiency & Through-Put)		    
Mon 11/8, 2:45 p.m. - Plan for Hourly Rounding Success  
If We Can Do It, You Can Do It: Creating a Five-Hospital Plan for Hourly Rounding Success (Safety & Clinical Quality)		    
Mon 11/8, 2:45 p.m. - Health Reform in Massachusetts  
Health Reform in Massachusetts: Progress and Challenge (Strategy & Leadership)
    
Mon 11/8, 2:45 p.m. - Continuity of Care  
Continuity of Care: Managing the Patient Experience and the Patient's Perception of the Experience (Medical Services)
    
Mon 11/8, 2:45 p.m. - How to Read & Use Your Reports  
How to Read and Use Your Reports
    
Mon 11/8, 2:45 p.m. - Back to Basics  
Back to Basics: A Journey of 1,000 Miles Begins with a Single Step
    

4:15 p.m. - 5:30 p.m.
Sessions

           
Mon 11/8, 4:15 p.m. - Not Attending  
Not Attending a Session		    
Mon 11/8, 4:15 p.m. - Engaging the 21st Century Nurse  
Engaging the 21st Century Nurse: Communicating to Develop Nursing Partnerships (Dedicated Stakeholders)
    
Mon 11/8, 4:15 p.m. - Value Based Purchasing  
Making Dollars and Sense Out of Value-Based Purchasing (Service Excellence)
    
Mon 11/8, 4:15 p.m. - Culture of Excellence  
Creating a Culture of Excellence: How a "Tiger" ate an "Elephant"
(Service Excellence)
    
Mon 11/8, 4:15 p.m. - Breaking the Habit of Crowding  
Breaking the Habit of Crowding (Efficiency & Throughput)
    
Mon 11/8, 4:15 p.m. - Finding & Prioritizing Opportunities  
Finding and Prioritizing Opportunities (Safety & Clinical Quality)
    
Mon 11/8, 4:15 p.m. - Focusing on Patient Satisfaction  
Dugouts to Dashboards: Developing the Tools Necessary to Keep Large Organizations Focused on Patient Satisfaction (Medical Services)
    
Mon 11/8, 4:15 p.m. - Summit Award Panel Discussion  
Summit Award Panel Discussion
    
Mon 11/8, 4:15 p.m. - Cruise to Excellence  
Cruise to Excellence: Creating Change that Lasts
    


7:00 p.m. - 8:30 p.m.

           
Mon 11/8, 7:00 p.m. - Welcome Reception - It's A Beach Bash  
Welcome Reception - It's A Beach Bash
    

 


Conference - Tuesday, November 9

7:00 a.m. - 8:15 a.m.

           
Tues 11/9, 7:00 a.m. - Breakfast  
Breakfast 		   

8:30 a.m. - 10:00 a.m.

           
Tues 11/9, 8:30 a.m. - Keynote Speaker  
Keynote Speaker, The Honorable William H. Frist, MD
    

10:00 a.m. - 10:30 a.m.

           
Tues 11/9, 10:00 a.m. - Networking Break  
Networking Break 		   

10:30 a.m. - 11:45 a.m.
Sessions

           
Tues 11/9, 10:30 a.m. - Not Attending  
Not Attending a Session		    
Tues 11/9, 10:30 a.m. - Leader Empowerment  
Leader Empowerment Improves Employee Partnership Score (Dedicated Stakeholders)
    
Tues 11/9, 10:30 a.m. - HCAHPS PLAYBOOK  
HCAHPS PLAYBOOK: ALWAYS Provide a Premier Experience (Service Excellence)
    
Tues 11/9, 10:30 a.m. - Sentiment Analysis  
Sentiment Analysis: Extracting Meaning from Your Client Comments
(Service Excellence)
    
Tues 11/9, 10:30 a.m. - Achieving a Collegial Hospital  
Achieving a Collegial Hospital - Physician Approaches to Clinical Management Challenges (Safety & Clinical Quality)
    
Tues 11/9, 10:30 a.m. - Using Baldridge to Lead  
Using Baldridge to Lead Your Organization to Excellence (Strategy & Leadership)
    
Tues 11/9, 10:30 a.m. - Physician Compensation  
Including Patient Experience Results as a Component of Physician Compensation (Medical Services)
    
Tues 11/9, 10:30 a.m. - Home Health CAHPS  
Home Health CAHPS: Simple Steps for Successful Implementation, Improvement and Compliance (Medical Services)
    
Tues 11/9, 10:30 a.m. - From Dissonance to Harmony  
From Dissonance to Harmony
   

11:45 a.m. - 1:15 p.m.

           
Tues 11/9, 11:45 a.m. - Awards Lunch  
Awards Lunch
    

1:30 p.m. - 2:45 p.m.
Sessions

           
Tues 11/9:, 1:30 p.m. - Not Attending  
Not Attending a Session		    
Tues 11/9, 1:30 p.m. - Holy Grail of Patient Satisfaction  
The Holy Grail of Patient Satisfaction: Physician Engagement and Waiting Time -
The Ultimate Crusade (Dedicated Stakeholders)
    
Tues 11/9, 1:30 p.m. - Service Excellence: Your Expectation  
Service Excellence: Your Expectation, Our Standard!
(Service Excellence)
    
Tues 11/9, 1:30 p.m. - Winning the Patient Sat Battle  
How to Win the Patient Satisfaction Battle in Your ED! (Efficiency & Throughput)
    
Tues 11/9, 1:30 p.m. - Tales From the White Coat  
Tales From the White Coat: The Chief Medical Officer's Perspective on Physician Buy-In
(Safety & Clinical Quality)
    
Tues 11/9, 1;30 p.m. - A Line in the Sand  
A Line in the Sand: Delineating the Behaviors that will Define Your Patients' Experiences
(Strategy & Leadership)
    
Tues 11/9, 1:30 p.m. - Physician Quality Programs  
Discussion of Physician Quality Programs in a Post-Health Care Reform Environment (Medical Services)
    
Tues 11/9, 1:30 p.m. - Statistics for Patient Satisfaction  
Statistics for Patient Satisfaction Data Reporting
    
Tues 11/9, 1:30 p.m. - The Ready Resolve Program  
The Ready Resolve Program: What's Your Problem?!
    

2:45 p.m. - 3:15 p.m.

           
Tues 11/9, 2:45 p.m. - Networking Break  
Networking Break 		   

3:15 p.m. - 4:30 p.m.
Sessions

           
Tues 11/9, 3:15 p.m. - Not Attending  
Not Attending a Session		    
Tues 11/9, 3:15 p.m. - Culture Change  
Culture Change: Denial --> Habit --> Sustained Excellence (Dedicated Stakeholders)
    
Tues 11/9, 3:15 p.m. - Outpatient Satisfaction  
Outpatient Satisfaction: Becoming a Service Culture (Service Excellence)
    
Tues 11/9, 3:15 p.m. - Unclogging the Cath Lab  
Improving the Flow: Unclogging the Cath Lab (Efficiency & Throughput)
    
Tues 11/9, 3:15 p.m. - Value of Public Data Benchmarking  
All Eyes Are On You: The Importance and Value of Public Data Benchmarking
(Safety & Clinical Quality)
    
Tues 11/9, 3:15 p.m. - Change that Lasts  
Change that Lasts: A Roadmap for Creating and Sustaining Effective Change
(Strategy & Leadership)
    
Tues 11/9, 3:15 p.m. - If You K.I.S.S. You M.I.S.S.!  
If You K.I.S.S. You M.I.S.S.! (Medical Services)
    
Tues 11/9, 3:15 p.m. - Partner of Choice Panel Discusssion  
Partner of Choice Award Panel Discussion
   
Tues 11/9, 3:15 p.m. - Roads to Successful Outcomes  
California Dreamin' - Roads to Successful Outcomes
   

6:30 p.m. - 9:30 p.m.

           
Tues 11/9, 6:30 p.m.-Universal CityWalk Block Party  
Universal CityWalk Block Party
    

 


Conference - Wednesday, November 10

7:45 a.m. - 9:00 a.m.

           
Wed 11/10, 7:45 a.m. - Breakfast  
Breakfast 		   

9:15 a.m. - 10:30 a.m.
Sessions

           
Wed 11/10, 9:15 a.m. - Not Attending  
Not Attending a Session		    
Wed 11/10, 9:15 a.m. - Model of Quality Patient Care  
Building a Model of Quality Patient Care that Leads to Excellence
(Dedicated Stakeholders)
    
Wed 11/10, 9:15 a.m. - Sustaining the Gain  
Sustaining the Gain (Service Excellence)
    
Wed 11/10, 9:15 a.m. - Extreme ED Makeover  
Extreme Emergency Department Makeover (Efficiency & Throughput)
    
Wed 11/10, 9:15 a.m. - Core Measures  
Core Measures: Implementing Strategies for Success (Safety & Clinical Quality)
    
Wed 11/10, 9;15 a.m. - Grow by Focusing on What Matters  
Grow by Focusing on What Matters (Strategy & Leadership)
    
Wed 11/10, 9:15 a.m. - Satisfaction Stakeholders  
Satisfaction Stakeholders: The Three Levels of Satisfaction Every Practice Should Know About (Medical Services)
    
Wed 11/10, 9:15 a.m. - How to Read and Use Your Reports  
How to Read and Use Your Reports
    
Wed 11/10, 9;15 a.m. - Lights, Camera, Eat  
Lights, Camera, Eat: Making Every Co-Worker a Service Star
    

10:30 a.m. - 11:00 a.m.

           
Wed 11/10, 10:30 a.m. - Networking Break  
Networking Break 		   

11:00 a.m. - 12:30 p.m.

           
Wed 11/10, 11:00 a.m. - Keynote Speaker, Uwe E. Reinhardt  
Keynote Speaker, Uwe E. Reinhardt, PhD and Closing Remarks
   



12:30 p.m.


Boxed Lunch
For your convenience, a boxed lunch will be provded at the conclusion of the conference.