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Focusing on People and Processes Lessons to be Learned from Other Service Industries: Disney and Games
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| Friday, June 1, 2007 |
| 7:15 a.m. |
Registration and Check In |
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| 7:55 a.m. |
Welcome and Introduction |
Anthony DiGioia, MD Tami Merryman, RN, MSN, FACHE |
Session I: Lessons to Be Learned From Other Service Industries: Disney Moderator: Anthony DiGioia, MD |
| 8:00 a.m. |
Keynote: Learning from Disney Where It's Not About Satisfaction |
Fred Lee |
| 9:30 a.m. |
Break/Poster Presentations |
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| 10:00 a.m. |
Keynote: Learning from Disney Where It's Not About Service |
Fred Lee |
| 11:30 a.m. |
Discussion |
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| 11:45 a.m. |
Lunch |
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Session II: Games for Health Care Moderator: Anthony DiGioia, MD |
| 12:45 p.m. |
Keynote: Introducing Games to Enhance a Patient's Experience in Health Care: Let's Have a Little Fun |
Don Marinelli, PhD |
| 1:15 p.m. |
Discussion |
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Session III: The Science of Performance Moderator: Anthony DiGioia, MD |
| 1:30 p.m. |
Keynote: Why Do We Need a "Science of Performance" in Health Care? |
Anthony DiGioia, MD |
| 2:00 p.m. |
Assessment of Critical Thinking and Student Nurse Response to Simulation Lab Experience |
Deborah Lewis, MSN |
| 2:10 p.m. |
Patient
Room Observation Project: Examining the Patient's Experience from the Patient's Perspective |
Christopher DiGioia, BS |
| 2:20 p.m. |
CRM:Customer Relationship Management (CRM) in Healthcare |
Robert Schwartz, MD |
| 2:30 p.m. |
Adapting a Teen-Oriented Dancing Game for Seniors and the Long Term Care Market |
Jeff Pepper, BS |
| 2:40 p.m. |
Break/Poster Presentations |
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Session IV: PFCC Best Practices Moderator: Tami Merryman, RN, MSN, FACHE |
| 2:55 p.m. |
The
Power of a Positive Attitude |
Amy Haugh, MLS |
| 3:05 p.m. |
Educational Impact on Communications |
Catherine Witsberger, MSN |
| 3:15 p.m. |
Preoperative Testing Experience |
Suzanne Rocks, BSN |
| 3:25 p.m. |
Redesigning of the Medication Process:A PFCC Approach |
Jill Jones, MSN |
| 3:35 p.m. |
Improving the Discharge Process:A Patient Focused Approach |
John Silipigni, MSW |
| 3:45 p.m. |
Teaching/Learning Root Cause in less than 15 Minutes(a tool for rapid organizational change) |
Michael White, MD |
| 3:55 p.m. |
Closing Remarks |
Anthony DiGioia, MD |
| 4:00 p.m. |
Reception |
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| 5:30 p.m. |
Adjourn |
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| Poster Pavilion |
| 1 | Assessing Safe Resumption of Antihypertensive Medications Following Total Hip or Knee Surgery Janey Roach, MSN |
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| 2 | Developing the Nurse of the Future: Transforming Clinical Education Cheryl Carr, MSN |
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| 3 | Lowering Costs and Length of Stay: The Impact of Pre-Operative Patient Education William Macauluy, MD |
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| 4 | Medication Reconciliation in the Outpatient Setting: Strategy for Implementation Blaine Lester, MA |
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| 5 | Obtaining Customer Satisfaction in Hospitality Areas & Healthcare: Is it really that different? Michelle Doas, Ed D |
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| 6 | Use of Bedside Ultrasound Guidance to Improve Outcome Related to PICC Line Placement Carol Gussman, RN |
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| Accreditation and Certification: An application will be submitted for approval for category 1 credit towards the
AMA Physician’s Recognition Award.
Nursing Credits: This continuing
nursing education activity has been approved for 5.5 contact hours by the UPMC
Provider Unit of the PA State Nurses Association, an accredited approver by the
American Nurses Credentialing Center’s Commission on Accreditations. To receive
contact hours, the participant must attend the entire session and complete the
evaluation form.
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