Healthcare Management Association
Massachusetts Hospital Association

Present

38th Mid Winter
Leadership Forum

Collaboration:
The Pathway to Health Care Excellence

January 27, 2005
Sheraton Framingham Hotel

Registration (pdf)
Directions

Agenda

8:30 am – 9:00 am

Registration & Continental Breakfast

9:00 am – 10:15 am

Keynote Presentation: No More Health Reform Plans: A Compact for Excellence

Michael Millenson, Author, Demanding Medical Excellence;
Healthcare Consultant & The Mervin Shalowitz, M.D. Visiting Scholar

Health Industry Management Program
Northwestern University, Kellogg School of Management
Healthcare “reform” and the healthcare “crisis” have been staples of American politics since Herbert Hoover was president. It is time for soaring rhetoric to give way to targeted, collective actions that will bring about change. This presentation will offer specific challenges to each sector of the health care industry and suggest how a joint Compact for Excellence can point the way to significant improvements in the quality and safety of care for each and every patient.

10:15 am – 10:30 am

Networking Break

10:30 am – 12:00 pm

Panel: Getting Onto the Same Page – Advancing Strategic Imperative Priorities

Moderator: Dolores Mitchell

Payers’ Assessment:
Cleve Killingsworth, President & Chief Operating Officer, Blue Cross & Blue Shield of MA

Hospital Assessment: Jeanette G. Clough, President & CEO, Mount Auburn Hospital, Chairwoman, MHA Board of Trustees

Consumers’ Assessment:
John E. McDonough, DPH, Executive Director, Health Care for All

Physician Assessment:
Alan Woodward, M.D., Board Member, President, Massachusetts Medical Society
President of Medical Staff, Emerson Hospital

This panel represents the constituents that must collaborate to achieve strategic imperatives and will discuss how to move from “we should” to “we will” advancing a private agenda for healthcare in Massachusetts.

12:00 pm – 1:45 pm

Luncheon

Featured Speaker: Failure is Not Final
Commander Scott Waddle USN (Ret.) – USS Greeneville
Against the advice of his lawyer, against the direction of the Navy, Commander Scott Waddle followed his conscience. When a U.S. nuclear submarine collided with a Japanese fishing boat in February 2001, the story made international headlines. Navy Commander Scott Waddle, captain of the USS Greeneville, was at the center of the controversy. Unlike many other leaders in the public eye who have denied or made excuses for their behavior, Waddle stood boldly and took complete responsibility for his actions. This session will inspire the pursuit of integrity against all odds and will highlight the importance of individual actions and courage to do what is necessary for patient care and safety.

1:45 pm – 2:30 pm

Best Practices - Patient Satisfaction
The “Ask Me” Initiative, at Newton-Wellesley Hospital

Lauren Lele, Director of Volunteer Services, Co-Coordinator Ask Me Program
Chris Oginz, Executive Assistant to the COO, Co-Coordinator Ask Me Program
Patrick Jordan, Senior Vice President for Administration

The session will focus on the essential elements that have made the Ask Me Program successful. The program was started two years ago as part of the Organizational Excellence Initiative. This program is a segment of the Service pillar, whereby Newton-Wellesley Hospital strives to exceed the expectations of patients and visitors. The program is staffed by executive management, directors and supervisors who are required to commit to two hours per month. Participants welcomed patients, escorted visitors and provided any assistance that is needed. The program has had an enormous impact on patients and visitors who continually mail in comments on how helpful and unexpected the service is. In addition to the community impact, Ask Me has also been an education for staff who step away from their normal work activities to interact with patients in a totally different setting than what they are used to. Currently 160 staff participates in the program. The session will also cover other aspects of the program such as the feedback log, an avenue for hospital improvements, training methods, challenges of the program, and recognition opportunities.

2:30 pm

Wrap-up & Adjourn

*final agenda subject to change

Program Sponsored By:

DiGiorgio Associates
ZurickDavis & ZDmd
Fidelity Investments Tax-Exempt Services Company