Focusing on People and Processes
Lessons to be Learned from Other Service Industries:
Disney and Games

Friday, June 1, 2007
7:15 a.m. Registration and Check In  
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  
10:00 a.m. Keynote: Learning from Disney Where It's Not About Service Fred Lee
11:30 a.m. Discussion  
11:45 a.m. Lunch  
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
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  
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
5:30 p.m. Adjourn  

Poster Pavilion
1 Assessing Safe Resumption of Antihypertensive Medications Following Total Hip or Knee Surgery
Janey Roach, MSN
2 Developing the Nurse of the Future: Transforming Clinical Education
Cheryl Carr, MSN
3 Lowering Costs and Length of Stay: The Impact of Pre-Operative Patient Education
William Macauluy, MD
4 Medication Reconciliation in the Outpatient Setting: Strategy for Implementation
Blaine Lester, MA
5 Obtaining Customer Satisfaction in Hospitality Areas & Healthcare: Is it really that different?
Michelle Doas, Ed D
6 Use of Bedside Ultrasound Guidance to Improve Outcome Related to PICC Line Placement
Carol Gussman, RN
 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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