**Earn Nursing and HR credits!** Improve your processes and make the most of your performance excellence journey at the 3rd Hospital Operational Excellence. Points of focus will include: The Economics of Patient Safety, Synchronizing Patient Flow Tasks, Managing Flow Activities Real Time, Reducing Delays in the Patient Care Process by Decreasing Diversions, Increasing Bed Capacity, and Managing Length of Stay more effectively. Hear from the following companies and organizations: Gallup, The Joint Commission, Mayo Clinic, Cross Country Healthcare, Nationwide Children’s Hospital, Mt. Sinai Hospital, Virtua Health and many others. Visit our site at http://www.iqpc.com/us/HospitalExcellence

1. Hospitals and Health
Systems: Register by
May 29, 2009 for only $799!
3RD
Annual Hospital Benchmark With Leaders
From the Expert Speaker
Operational Faculty:
The Joint Commission
Mount Sinai Hospital
Excellence
Enhancing Patient Safety and Sustaining
TM Good Samaritan Hospital
Virtua Health
Cross Country Healthcare
Boston University School of
Quality in a Time of Resource Constraints Medicine
Nationwide Children’s Hospital
Cleveland Clinic
July 27-29, 2009 | Chicago, IL
Partnership for Patient Safety
Bon Secours Health System
Woman’s Hospital
University of Rochester Medical
Center
Mayo Clinic
North Shore LIJ Health System
Gallup
And more….
Featured Speakers
Make the Most Of Your Performance Maggie Ozan-Rafferty
Excellence Journey: Global Practice Leader
Gallup
• The Economics of Patient Safety –Engage in discussion surrounding the issues of
budget costs, staff costs and the potential increased risk to patient safety Ann Scott Blouin
EVP of Accreditation and
• Benefit from the experience of 6 Master Black Belts who have accumulated Certification
big savings in their organizations by synchronizing patient flow tasks The Joint Commission
• Manage flow activities real time, facilitating communication and hands Wyatt Decker
off across vertical silos M.D, Chair, Department of
• Reduce delays in the patient care process by decreasing diversions, Emergency Medicine
increasing bed capacity, and managing length of stay (LOS) more Mayo Clinic
effectively. Maribeth Quinn
Director, Business Process
Improvement
PLUS! Added Roundtable Discussions on the Newly Nationwide Children’s
Hospital
Announced Health Systems Stimulus Package and
the Clinical Care Implications and Opportunities Frank Shaffer
CNO/CLO Cross Country
Healthcare
Media Partner: Credits Available:
Nursing and HR credits
www.iqpc.com/us/HospitalExcellence • 1-800-882-8684 available! See page 2 for details

2. Interact With Leaders in
Attendance
• CEOs, CIOs, CMOs, CMIO, CQO, CFO, CNO
Hospital Operational
• Heads of Emergency Department
3RD • VPs & Directors of:
Annual - Patient Safety
Excellence
- Quality
TM
- Process Improvement
- Case Management
- Six Sigma
rational Excellence Conference
Welcome to the 3rd Hospital Ope - Operations
traints, it may feel so far - IT/IS
attainable, but with resource cons
Hospital Operational Excellence is improvement. Hospital - Operational Excellence
nt solutions for immediate
away. Take home easy to impleme you a place to meet and exchang
e ideas in a - Organizational Development
Operational Exce llence has been designed to offer improvement, the speakers will
the interest of continuous
learning-centered environment. In ormance excellence criteria and whe
re
identify how thei r organizations relate to and use perf Sponsorship and Exhibition
gaps exist. Opportunities
& quality objectives. Sponsorships and exhibits are excellent
ing improvements in your process
Let us get you two steps closer to mak opportunities for your company to showcase its
products and services to high-level, targeted
decision-makers attending the 3rd Annual
Hospital Operational Excellence conference.
ussed: The International Quality and Productivity
The Following Tools Will Be Disc esses Center (IQPC) helps companies like yours
iling the changing patient flow proc
✔ Illustrated patient flow charts deta ation
achieve important sales, marketing and
and improve the Cost/Quality Equ
branding objectives by setting aside a limited
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identify, vet, launch, resource, integrate and spaces – all of which are tailored to assist your
✔ EPE – A vibrant framework to organization in creating a platform to maximize
oversee all performance management initiatives its exposure at the event.
✔ Sig Sigma Statistical Analysis For more information on sponsoring or
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✔ Change Acceptance Tools y
oducible problem solving methodolog
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Credits Available
NURSING
ago!
I look forward to seeing you in Chic Up to 20.5 contact hours
P.S. Learn More.
for nurses are awarded.
quot;Cross Country University,
Save More. Bring
a division of Cross Country Staffing, Inc., is
accredited as a provider of continuing nursing
ive education by the American Nurses
your team and rece
Credentialing Center's Commission on
Accreditation.
additional savings.
Cross Country University is an approved
provider with the Florida Board of Nursing,
Naomi Secor approved provider #50-3896.quot;
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C
HealthcareIQ, a division of IQP HEALTHCARE RECRUITERS
quot;This program has been submitted to HR
Certification Institute for review.quot;
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2 1-800-882-8684 www.iqpc.com/us/HospitalExcellence

3. Pre-Conference Workshops Monday, July 27, 2009
7:45 am – Registration and Coffee Breakfast will be served
A: 8:00 am – 11:00 am Obtaining Simple Techniques to Increase Patient Throughput by 10%
The world of healthcare is full of unfulfilled expectations and conflict. •
Avoid the major pitfalls that can derail even the most thought out
Hospital executives list the relationship with medical staff as a pivot performance excellence initiative
point for success of the organization. Employee satisfaction has been •
Learn the top Lean tools to use and when to use them
proven to impact the patient experience and yet employees remain • Discuss The Value Stream and how it relates to your hospitals
frustrated. Turnover and absenteeism are persistent problems. Demand performance
for service is increasing as the patient population and the workforce •
Obtain simple techniques that can minimize footpath - maximizing
ages. TQM, SPC, Reengineering, Lean, Six Sigma, PDCA, have all had staff efficiency
some success and yet the opportunities for improvement abound and • Hear about the downstream process capacity and what it means for
only pockets of excellence have emerged. your organization
Dr. Ed Boudreau, VP of Healthcare, BMGI
Why? An absence of a disciplined consistent and reproducible problem
solving methodology is at the root of the problem.
11:00 am – Registration Lunch will be served
B: 11:15 am – 2:15 pm Successfully Implementing Six Sigma in Healthcare: An Introduction to Six Sigma
Principles, Practical Exercises and Case Study Examples
Six Sigma removes barriers to change and raises expectations about interactive session will provide insight into the following areas:
acceptable performance. Through the rigorous use of facts, data and • Results that can be expected from applying Six Sigma
statistical analysis, to manage, improve and re-invent business • The need for accountability in healthcare to achieve and sustain
processes, quality performance is achieved and national healthcare maximum results
standards are met and exceeded not once, but on a never-ending basis. • Alignment of Six Sigma with the strategic initiatives of the organization
Adrienne L Elberfeld, Master Black Belt Six Sigma Champion-
This workshop will include a review of the essential elements of
Operations, Virtua Health
conducting a Six Sigma project. It will allow participants to apply Six
Rick Morrow, Master Black Belt and Director of Business,
Sigma tools and examples of successful practical case studies will be
Development, The Joint Commission
discussed to demonstrate the use of Six Sigma principles. This
2:15 pm – Registration
C: 2:30 pm – 5:30 pm Organizing Medical Groups for High Success In A Changing Environment
Medical groups today face ever increasing challenges across the board • Provide an overview of the most critical dimensions of performance –
financially, holding or growing market share and meeting the rising financial, market penetration, organization/culture and medical
expectations for medical quality. This workshop will describe these quality – and will explore detailed examples of outstanding success
interconnected challenges and explore the options that organizations from each area
must consider to achieve ongoing success over the next decade. To • Hear about the changes in the healthcare environment that will
operate medical groups in a time of rising challenges and expectations affect medical groups and hospital systems that own medical groups
means applying a new logic to outpatient medicine. This presentation • Learn about the dimensions of performance that matter to medical
will explore the dimensions that determine whether medical groups are groups today
highly successful, barely successful or failures today and in the future. Robert Matthews, President & CEO, MediSync
5:30 pm – Registration Dinner will be served
D: 5:45 pm – 8:45 pm Applying a System-Wide Approach to Managing Patient Throughput
Most hospitals have operations processes that are manual with • Understanding how logistics management concepts and technologies
multiple bottlenecks and inefficient cross-vertical patient care. Your can effectively be applied to managing patient flow
hospital staff knows what they need to do, but they lack the system • Applying a system wide technology is key to accomplishing your
tools and immediate information to help move patients and resources operational and patient care goals
effectively between departments. Learn how an enterprise patient • Transforming from a departmental focused facility to one with horizontal
throughput technology solution helps to improve operational integration of all hospital departments to sustain patient throughput
performance and reduces delays in the patient care process by processes and improvements
decreasing diversions, increasing bed capacity, and managing length of Ben Sawyer, Executive Vice President, Client Services,
stay (LOS) more effectively. Objectives for this session include: StatCom, Previously, Director of Performance and Process
improvement St. Mary's Healthcare System
About Your Conference Chair
Doug Sears • Designed, implemented, and leads a comprehensive Lean Six Sigma performance improvement program
Director throughout Bon Secours. This nationally recognized initiative has generated over $30 million in net savings
Performance Improvement / through 300+ completed projects over the past five years
Knowledge Transfer for Bon • Teaches all Lean Six Sigma courses and has certified 62 Black Belts and 650+ Green Belts within Bon Secours
Secours health System
• Integrated and institutionalized the Lean Six Sigma philosophy/concepts into key business processes and
organizational culture
• Facilitated over 500 diverse and successful performance improvement projects and conducted 400+ Lean and
Six Sigma sessions for over 5000 leaders and employees
3 1-800-882-8684 www.iqpc.com/us/HospitalExcellence

4. Main Conference Day One Tuesday, July 28, 2009
7:30 Registration and Coffee 9:45 Morning Break
8:00 Chairperson’s Opening Remarks 10:30 Double Session Lecture & Working Group: Observation
Doug Sears, Director of Performance Improvement/Knowledge Transfer, Bon Status: Sustaining Financial, Quality & Process Outcomes
Secours Health System Aligned With the New Healthcare Transformation
• Utilize a combination of WorkOut, FMEA, Lean Six Sigma tools throughout an on-
A recent Joint Commission Journal on Quality and Patient Safety ranks the System 23rd going journey to improve compliance, financial performance, and education of key
of top 100 systems in quality of care and patient satisfaction stakeholders
• Sustain outcomes that will prepare the organization for future governmental
8:10 Keynote: Joint Commission: Current Issues in regulatory programs and initiatives, (ie: RAC)
Patient Safety and Quality Management • Hear how the use of The Six Sigma Tool Kit at Virtual Health has realized a financial
Almost 50% of the Joint Commission’s standards are directly related to safety and impact of more than 26 million and continues to grow and learn how the use of the
address issues ranging from medication use and infection control to staffing and staff improvement tools is incorporated in the technology project methodology business
competence. The standards also include specific requirements for the response to practice
adverse events; the prevention of accidental harm through the analysis and redesign of
vulnerable patient systems (for example, the ordering, preparation and dispersing of Adrienne L Elberfeld, Master Black Belt Six Sigma Champion-Operations,
medications); and the organization’s responsibility. Virtua Health
• Identify new/revised patient safety goals that will impact hospitals Rita Veterano, RN, BS, MSHA, Assistant Vice President, Case Management,
• Explore high reliability relative to healthcare and adverse events Virtua Health
• Discuss the solutions for addressing sentinel events and other patient safety issues Robert DiRenzo, MD, VP, Physicians Relations, Virtua Health
Dr. Ann Scott Blouin, EVP for Accreditation and Certification, The Joint Interactive Group Activity!
Commission
12:00 Lunch
9:00 Revolutionizing Healthcare At the Point of Care: Demand
and Capacity Management, Team Performance and Clinical
Microsystems
• Discuss why a dynamic system for matching demand to capacity is critical for
sustaining clicnal, operational and financial outcomes
• Discover the ways that team performance are enhanced through leadership across
nursing, the medical staff and administration
• Explore demand and capacity management, its promise and limitations
Jamie Haeuser, Senior Vice President, Woman’s Hospital
Patricia Johnson, Senior Vice President, Chief Nurse Executive, Woman’s
Hospital
Concurrent Tracks: Choose Track A or B
Track A: Delivering High Quality Services in an Environment of Scarce Resources Track B: The Economics of Patient Safety
1:00 Utilizing HCAHPS to Measure the Quality of Customer Service Double Session: The New Administration and Healthcare
• Review the criteria for satisfaction levels including nurse and doctor communication, pain Agenda: 2009 Health IT Economic Stimulus and The Clinical
management, room cleanliness, quietness of the facility, helpfulness of the hospital staff, Care Implications
explanation of medications, and recovery information upon discharge. During this roundtable we will discuss the components to the healthcare stimulus package
• Discuss the universally applied national standard to gauge quality levels, patient including funding, new initiatives, modifications and analysis of potential ramifications for
satisfaction levels, pricing information and method for publicly reporting data, that is our industry and healthcare at-large. We will discuss the main goal – the utilization of an
now available through use of this survey electronic health record for each person in the U.S. by 2014.
Andrew Sama, MD, FACEP, Vice President, Emergency Medicine, North Shore-LIJ • Share examples from your own organization’s use of HIT in improving quality of
Health System, Chairman of Emergency Medicine, North Shore University Hospital healthcare, reducing medical errors and reducing health disparities
(NSUH) and LIJ Medical Center • Receive peer-to-peer advice on how your healthcare organization can obtain maximum
benefit through an understanding of the qualifying funding requirements
1:50 The Implication of Never Pay Events • Discuss the potential negative consequences for no EHR implementation
• Discuss the significant impact on our hospitals that are looking at these issues and
Roundtable Facilitators:
working with their staff to make sure preventive guidelines are adhered to
Charles E. Christian, FCHME, CIO, Good Samaritan Hospital
• Describe the aid of supportive technology in the role of never events
• Identify the increasing important role evidence based practice plays in an era of quot;never
Wyatt Decker, M.D. Chair, Department of Emergency Medicine, Mayo
pay eventquot; decisions.
Clinic
• Explain connection and the impact of the never pay events with the rapidly expanding
role of consumers and quality will have on the hospitals reimbursement.
Frank Shaffer, CNO/CLO Cross Country Healthcare Latha Stead, M.D., Chair, Division of Emergency Medicine, University of
Rochester Medical Center
2:35 Afternoon Break
Track A: Strategy & Leadership Track B: The Economics of Patient Safety
3:20 Double Session Lecture and Roundtable Discussion: The Double Session Roundtable Discussion: Labor Availability and
Economics of Patient Safety Healthcare Costs
During this interactive session, attendees will be provided with real-world tactics and • Review global healthcare options, including but not limited to Medical Tourism and the
insights to address patient safety needs in economically challenging times. Participate in effects on US Based Hospitals
scenario based exercises discussing critical issues around patient safety and improved quality • Discuss the Joint Commission International Accreditation and hear about some
Two Major Components to Be Addressed: countries developing their own accreditations and partnering with American Health
1. Quality Patient Safety: Learn a hospital-wide approach to quality improvement and Systems
articulate the ROI that quality initiatives can make in your hospital • Examine how health insurance impacts labor market outcomes such as wages, labor
2. Personnel Management: Discuss the importance of total management in developing supply, labor demand, and job turnover
and retaining top talent, along with alternatives to across the board layoffs should you • Discuss the implications of having a fragmented system of health insurance delivery--in
need to reduce your workforce which employers play a central role--on the healthcare system and healthcare outcomes
Wyatt Decker, M.D. Chair, Department of Emergency Medicine, Mayo Clinic Jamie Haeuser, Senior Vice President, Woman’s Hospital
Frank Shaffer, CNO, CLO, Cross Country Healthcare
4:50 End of Day One
4 1-800-882-8684 www.iqpc.com/us/HospitalExcellence

5. Main Conference Day Two Wednesday, July 29, 2009
7:30 Registration and Coffee 1:00 Reducing Door to Doctor Time in the ED: Achieving a
22% Reduction in Time to First Provider and a
8:00 Chairperson’s Opening Remarks & Recap of Day 1 Reduction in LWBS and an Improvement in Patient
Perception of Cost
8:10 Strengthening Care Through Engagement Many Emergency Department patients are plagued by long wait times. This
For healthcare organizations the essential goal not only includes financial leads to dissatisfied patients and staff and higher rates of LWBS. A program to
success but also the delivery of quality care, the execution of the mission, and decrease the time to physician and eliminate diversions was developed at the
creation of community well-being. A quality patient experience directly impacts Cleveland Clinic department of Emergency Medicine
physician scores and rankings with private insurers and government agencies, • Discuss the mechanism of changing ED processes to improve patient flow
boosts patient volume and retention rates, and leads to better patient through a proven innovative approach to triage and registration
adherence and improved medical outcomes. In short, improving patient • Illustrate the use of flow charts in changing patient flow processes
engagement may be your practice’s best investment. • Review the monetary benefits in increasing patient flow
• Discuss the Gallup Employee Engagement Survey and focus on the 12
Eric Anderson, MD, MBA, FACEP, Director, Clinical Operations,
questions that measure the strength of the workplace
Emergency Department, Cleveland Clinic
• Explore in greater depth the relationship between employee communication
patterns and the effect of these patterns on their interactions with patients
1:50 Mount Sinai Hospital: A Model of Process Improvement
• Identify specific design elements that improve patient and employee
for Patient Throughput
perceptions of quality, as well as engagement
Increased emergency department patient volume and reduced reimbursed has
Maggie Ozan-Rafferty, Global Practice Leader, Gallup challenged the healthcare system and necessitated improved hospital and
emergency department efficiency
9:00 Conquering the Cost/Quality Equation • Examine the means to reduce throughput times for ED patients and
Healthcare is being buffeted by rising expenses, declining reimbursement, and hospitalized patients – total target throughput for urgent care as 1.5 hours
heightened, well-founded consumerism demands. Added to these challenges and ED at 3.5 hours or less
are the recent dramatic losses in investment portfolios that have historically • Review a model of how to change processes to improve efficiency
augmented slim operating returns. • Consider the revenue impact of improved ED throughput – up to $2-4
• Hear how BSHSI is using a system-wide Balanced Scorecard to manage and million increase on the bottom line
improve the Cost/Quality equation (without a dashboard focusing and
Leslie Zun, MD, Professor and Chair, Department of Emergency
prioritizing performance improvement efforts, this work quickly becomes
Medicine, Chicago Medical School & Chair, Department of Emergency
fragmented)
Medicine, Mount Sinai Hospital
• Learn how BSHSI’s system-wide approach to improving the Cost/Quality
equations is enhancing performance excellence (EPE) - EPE is a vibrant Mount Sinai Hospital, an inner city community hospital, reduced walk outs
framework to identify, vet, launch, resource, integrate, and oversee all from 10% to less than 2% and door to doctor time within 30 minutes to
performance improvement initiatives (EPE has generated significant quality, 60% or more by a rapid process redesign to be discussed during this session
service, and operational process improvements and a $111 million net
financial impact in the past three years) 2:35 Afternoon Break
Doug Sears, Director Performance Improvement/Knowledge Transfer,
3:05 Hospital Wide Management of Patients with Acute
Bon Secours Health System, Inc.
Brain Ischemia: Achieving Gains in Patient Throughput,
BSHSI recently received a Joint Commission top quartile ranking in quality of Safety, and Cost Effectiveness
care and patient satisfaction. A streamlined, system wide approach to acute stroke care provides the
opportunity to achieve gains in throughput, patient safety, as well as realize
BSHSI has certified 650+ Green Belts and 62 Black Belts and returned over $30 cost savings by optimizing utilization of resources. The latter is especially
million through over 300 process improvement projects linked to Balanced poignant in light of current stroke reimbursement practices. These issues will
Scorecard objectives over the past eight years. be discussed using a case study of the acute stroke protocol developed at
Mayo Clinic.
9:45 Morning Break • Understand the logistical aspects of implementing a hospital wide or
regional acute stroke protocol
10:30 Working Group Discussion & Exercise: Combining • Apply best practices in acute stroke care to achieve a streamlined process
Various Disciplines to Produce Quality Outcomes that maximized throughput and safety
In this presentation you will learn what has worked at Nationwide Children's • Review risk stratification techniques that lead to best patient outcomes after
Hospital in terms of producing quality results in their projects. They will a transient ischemic attack
outline the process, structure and tools, used to drive the projects/solutions
forward. Latha G. Stead, MD, FACEO, Chair, Department of Emergency Medicine,
University of Rochester Medical Center
Examples: Projects in Pharmacy, Central Sterile, Emergency Department,
Urgent Care as well as the Laboratory. In each of these examples you will see
3:50 General Session & The Patient Opportunity: Defining
how they merged the tools of Lean, Six Sigma, Change Management and
the Patient Role in Quality & Safety – Consumerism on
other disciplines to produce better results
the Rise
Breakout Portion: Examples of real data will be used to give participants an Patients and families are an under-utilized resource in quality/safety
opportunity to work through how to get conclusions, drive results and improvement work. They see things that busy providers miss and their full
implement real change. engagement as partners is crucial as patients journey across transitions in care.
Tools in this session include: Six Sigma statistical analysis, DMAIC project This session will cover emerging pathways for engaging consumers, including:
structure, Lean tools, Simulation modeling and change acceptance tools • Review current evidence linking consumer engagement to improved
safety/outcomes
Maribeth Quinn, Director, Business Process Improvement, Nationwide • Learn how to increase patient participation in reporting medical events
Children’s Hospital • Receive techniques for effective patient/provider communication and
collaboration
12:00 Lunch for Speakers & Delegates Martin J. Hatlie, President of Partnership for Patient Safety
4:35 End of Day Two & Close of Conference
5 1-800-882-8684 www.iqpc.com/us/HospitalExcellence

6. Hospital
International Quality & Productivity Center
3RD 535 5th Avenue, 8th Floor
Annual New York, NY 10017
Operational
Excellence TM
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Featured Speakers
Maggie Ozan-Rafferty
3
Hospital
RD Global Practice Leader
Gallup
Annual
Ann Scott Blouin
Operational
EVP of Accreditation and
Certification
The Joint Commission
Excellence TM
Wyatt Decker
M.D, Chair, Department
of Emergency Medicine
Enhancing Patient Safety and Sustaining Mayo Clinic
Quality in a Time of Resource Constraints Maribeth Quinn
Director, Business Process
July 27-29, 2009 | Chicago, IL Improvement
Nationwide Children’s
Hospital
Frank Shaffer
CNO/CLO Cross Country
Healthcare