Sponsor: Webinar Series Faculty: Brian Lee, CSP Founder of CLS. David Dworski, MA, Implementation Specialist

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1 Sposor: Webiar Series Faculty: Bria Lee, CSP Fouder of CLS David Dworski, MA, Implemetatio Specialist

Joi us for this dyamic, high impact, iovative, practical educatio series desiged to achieve breakthrough sustaiable improvemets i your HCAHPS patiet experiece survey scores.

their patiet experiece scores. The Learig Guide also icludes a Team DO IT Implemetatio Pla that covers all the actioable steps to create a domai-specific Strategic Pla.

Participats who miss ay of the scheduled webiar series, or wish to revisit or share the cotet with other employees, ca access the HCAHPS Breakthrough Series Library for three moths followig the 12th

This high level of participatio will create a critical mass of expertise ad geerate powerful implemetatio mometum. Every participat will receive a HCAHPS Breakthrough Series Certificate of Completio.

2 Joi us for this dyamic, high impact, iovative, practical educatio series desiged to achieve breakthrough sustaiable improvemets i your HCAHPS patiet experiece survey scores. Here s how the HCAHPS Breakthrough Series Webiars works: Each webiar will focus o oe HCAHPS domai ad is crafted to provide participats with a step by step actioable blueprit to sustaiably improve their patiet experiece scores. The Learig Guide also icludes a Team DO IT Implemetatio Pla that covers all the actioable steps to create a domai-specific Strategic Pla. The cotet has bee desiged to provide a egagig, educatioal, how-to roadmap that will captivate the imagiatio of attedees to successfully drive positive behavioral chage at every level. Participats who miss ay of the scheduled webiar series, or wish to revisit or share the cotet with other employees, ca access the HCAHPS Breakthrough Series Library for three moths followig the 12th webiar. Hospitals are permitted ad ecouraged to eroll 10% of their people, (5% maagemet, ad 5% frotlie leaders). This high level of participatio will create a critical mass of expertise ad geerate powerful implemetatio mometum. Every participat will receive a HCAHPS Breakthrough Series Certificate of Completio. The series will lauch with a bous sessio for Seior Leaders ad HCAHPS domai champios by focusig o three critical skill sets eeded to lead, pla ad systematically leverage the series to achieve their strategic goals. Each webiar icludes a dowloadable Learig Guide that features priority best practice tools, LEAN friedly SOP checklists, ad critical implemetatio skills. A importat buildig block for webiar curriculum is the Custom Learig Systems proprietary HCAHPS HOPE Pla, Hardwirig Outstadig Patiet Experiece, a powerful systematic step by step blueprit to hardwire sustaiable HCAHPS improvemet. As a value-added bous, every hospital team will receive a complimetary oe hour customized Coachig Call with author Bria Lee, CSP. A Natioal Symposium o sustaiable HCAHPS improvemet, will take place i February, at the Aual HealthCare Service Excellece Coferece (A coferece withi a coferece). The Natioal Symposium will iclude both geeral ad breakout sessios featurig Best Practices focused o HCAHPS improvemets. HCAHPS Breakthrough parters ad their hospitals will receive preferred symposium registratio fee discouts. Page 2

3 Schedule The HCAHPS Breakthrough Series Webiars Schedule All Webiars scheduled o Tuesdays at: 10PT / 11MT / 12CT / 1ET Webiar Date 1. Leadership Egagemet: The C-Suite Leader Role i HCAHPS Trasformatio November 17, 2015 Creatig Leadership Ispiratio, Egagemet & Accoutability to Drive HCAHPS Success 2. Quiet at Night: The Quiet Revolutio December 8, 2015 How to Create a Restful, Healig Eviromet that Patiets Perceive to be Quiet 3. Clealiess of Patiet Rooms: Clealiess Matters Jauary 12, 2016 Clealiess is Next to Godliess Natioal Symposium o HCAHPS Sustaiability February 8, Commuicatio about Medicie: Medicatio Educatio Imperative March 8, 2016 Master the Skills of Successful Patiet Medicatio Educatio 5. Commuicatio with Doctors: Skillful Physicia Commuicatio April 12, 2016 Master the Commuicatio Skills for a Compassioate Patiet Experiece 6. Commuicatio with Nurses: Relatioship-Based Nurse Commuicatio May 10, 2016 Master Relatioship-Based Commuicatio Skills that Heal 7. Discharge Iformatio: Discharge Satisfactio Guarateed Jue 14, 2016 How to Prepare Every Patiet for Safe, Cotiued Recovery at Home Every Time! 8. Pai Cotrol: Compassioate Pai Care July 12, 2016 Create a Culture of Compassioate Pai Cotrol Through Prove Skills ad Best Practices 9. Resposiveess of Staff: Revolutioize Staff Resposiveess August 9, 2016 Create a Culture of Empathetic, Timely, Resposive Service 10. Trasitio of Care: Care Trasitios Doe Right September 13, 2016 Egage Staff ad Patiets i Creatig a Seamless Care Trasitio Experiece 11. Overall Ratig: High-Performig Overall Hospitals October 11, 2016 A Strategic Blueprit to Egage All Staff i Creatig a Compassioate Experiece for Patiets ad Family Throughout their Hospital Stay 12. Willigess to Recommed: The Power of Word-of-Mouth Marketig November 8, 2016 Create a Hospital Experiece that Patiets Will Ethusiastically Recommed 13. BONUS WEBINAR! Marcus Egel: Applied Ispiratio December 13, 2016 Discover the Small Thigs that Make a Big Differece i Patiet Care Page 3

Discover for yourself why hospital Leaders from Across the Natio are Ravig about the Value ad Impact of the HCAHPS Breakthrough Series Webiars Leadership Egagemet The Leader s Role i HCAHPS

5 Discover for yourself why hospital Leaders from Across the Natio are Ravig about the Value ad Impact of the HCAHPS Breakthrough Series Webiars Leadership Egagemet The Leader s Role i HCAHPS Trasformatio The webiar was a gift from heave. Katherie Pearce, Memorial Hospital of Bradford Health System Very iformatioal - o poit, kept my iterest with good takeaways I ca implemet, ad take back to the rest of my team. JoElle Patterso, CNO, Peki Hospital, Peki, IL Quiet at Night The Quiet Revolutio Excellet - dow to basics, good iformatio ad good tips. Motivatig. Esther Va Bare, Quality Care Specialist, Fairchild Medical Cetre, Yrek, CA Woderful! The presetatio, the materials, the resources are woderful. Thak you Swak Healthcare for sposorig this series. Katie Pfitzer, HR Represetative, Mid-Valley Hospital, Omak, VA Clealiess of Patiet Rooms Clealiess Matters The speakers were great. Very iformative, uderstadable. Iformatio curret ad useable. Diae Ocheltree, Director of Respiratory Care, Stoewall Jackso Memorial Hospital, Westo, WV Relevat to us ad our low patiet satisfactio scores. Deise Krajewski, CNO, Doctors Hospital, Dallas, TX Subject matter experts! Ages Hay, Patiet Experiece Maager, Teet Healthcare, Coral Sprigs, FL Commuicatio about Medicatio The Medicatio Educatio Imperative You provide a orgaized hour of why ad how with great ideas ad useful tools. Easy to uderstad with practical recommedatios. Rhoda Marcus, Quality Coordiator, Graite Falls Hospital, Graite Falls, MN Excellet. Valuable iformatio for meds as well as other educatioal opportuities for patiets. Laura Woods, Nurse Maager, Richlad Memorial Hospital, Oley, IL Commuicatio with Doctors Skillful Physicia Commuicatio Outstadig! My CNO ad I will develop a pla to have all leadership watch. I made a copy of the presetatio that is available to my ER Director/Physicia to review. Emmett Schuster, Presidet/CEO, Gibso Geeral Hospital, Priceto, IN Liste ad lear the skills the MD s eed to brig o board. HCAHPs are serious ad the MD s eed to get o board. Barb Urbis, Supervisor Dietary Aspirus Otoago Hospital, Otooga, MI Commuicatio with Nurses Relatioship-Based Nurse Commuicatio Dyamic speakers. Thought provokig. Great ideas that are ready for implemetatio. Marily Madas, RN, Placetia-Lida Hospital, Placetia, CA Very iformatioal ad woderful ideas. Sady Otte, Performace Improvemet Coordiator, Memorial Hospital, Chester, IL Page 5

Discharge Iformatio Discharge Satisfactio Guarateed I felt like I kew pretty much everythig about the discharge process, but this program orgaizes the iformatio i such a way that I was ispired i

The speaker makes it usable for ay size facility, which is great. Tammy Lambright, Nurse Maager, Critical Care Services, Aderso Hospital, Maryville, IL Pai Cotrol Reivetig Pai Cotrol Outstadig!

6 Discharge Iformatio Discharge Satisfactio Guarateed I felt like I kew pretty much everythig about the discharge process, but this program orgaizes the iformatio i such a way that I was ispired i spite of myself. Collee Todd, RN, Coquille Valley Hospital, Coquille, OR Agree that all Nursig Leaders should be utilizig this resource. The speaker makes it usable for ay size facility, which is great. Tammy Lambright, Nurse Maager, Critical Care Services, Aderso Hospital, Maryville, IL Pai Cotrol Reivetig Pai Cotrol Outstadig! The best Pai Maagemet Webiar I have ever atteded. Radall Aitchiso, Coordiator, Patiet Satisfactio, Uiversity of Iowa Hospitals ad Cliics, Iowa City, IA Easy to liste to. The eergy from the speakers is cotagious. Theresa Kirby, Quality Risk Maager, Grade Rode Hospital, LaGrade, OR Resposiveess of Staff Revitalize Staff Resposiveess So may useful tips to implemet for immediate use. I like the covictio ad passio of the speakers. - Marily Madas, BSN, RN, Director GI/Outpt Surgery, Placetia Lida, Placetia, CA Very iformative. Although people thik of resposiveess of staff as beig primarily Nurses, the speakers were great at poitig out the cotributios that ca affect patiets, are ot just the result of ursig. - Lottie Whitmer, Compliace/AQ/RM, Rio Grade Hospital, Del Norte, CO Trasitio of Care Care Trasitios Doe Right Bria ad David are excellet ad dow to earth. They have great executio ad elocutio. I like their tag team approach, with great iformatio shared i a professioal maer. - Deb Puetz, Patiet Represetative, Illiois Valley Commuity Hospital, Peru, IL Excellet ideas, cotet, iformatio. Provided superb ideas for workig with skilled ursig facilities to reduce readmissios - Roy Bolad, ED Director, Sait Fracis Hospital, Memphis, TN Overall Ratig High-Performig Overall Hospitals They uderstad what makes hospital employees wat to serve the patiets, ad what patiets eed to see to improve the perceptio of the hospital. - Wylethia Reyolds, Occupatioal Therapy Maager, Pickeyville Commuity Hospital, Pickeyville, IL Great advice ad ideas! Eve provides tools eeded to get started. - Theresa Kirby, Quality/Risk Maagemet, Grade Rode Hospital, LaGrade, OR Recommed the Hospital The Power of Word-of-Mouth Marketig The cotet ad iformatio was priceless! This was right i lie with what our hospital eeds ad where we are tryig to go. - Jamie Dickeso, Patiet Experiece Coordiator, Grade Rode Hospital, LaGrade, OR They are kowledgeable i all aspects of becomig a hospital where people feel like they belog. - Wylethis Reyolds, Piekeyville Commuity Hospital, Piekeyville, IL Page 6

7 HCAHPS Breakthrough Webiar Series KHA/KHREF will sposor a year-log webiar series o HCAHPS, which is desiged to eable hospitals to achieve breakthrough sustaiable improvemets i their HCAHPS patiet experiece survey scores. The series will cosist of twelve (12) webiars, oe a moth begiig i November, WEBINAR HIGHLIGHTS (More iformatio about the series icluded i the separate brochure) Each webiar will focus o oe HCAHPS domai ad will provide a step-by-step actioable blueprit to improvemet. The cotet has bee desiged to provide a egagig, educatioal, how-to roadmap to successfully drive positive behavioral chage at every level. The series will lauch with a bous sessio for C-Suite ad Patiet Experiece/HCAHPS leaders by focusig o three critical skill sets eeded to lead, pla, ad systematically leverage the series to achieve your strategic goals. Each webiar icludes a dowloadable Learig Guide that features priority best practice tools, checklists, ad critical implemetatio skills. Every hospital s cliet team will receive a complimetary oe-hour customized Coachig Call with Bria Lee ad/or David Dworski. Every registered participat will be ed a follow up DO IT Implemetatio Checklist, ad a attedace remider for the ext webiar. To lauch the series we have scheduled a webiar for C-Suite Leaders ad HCAHPS domai champios, focusig o three critical skill sets eeded to lead, pla ad systematically leverage the series to achieve their strategic goals. Please let us kow if you will participate i this prelimiary webiar by returig the attached form before October 16. DATE: Wedesday, October 21, 12 oo-1pm, ET DIAL IN: CODE: I If you have additioal questios regardig the webiars series, please cotact me at or cwalters@kyha.com.

REGISTRATION HCAHPS Webiar Series ( ) Our hospital will participate i the October 21 prelimiary workshop (FREE) ( ) Our hospital will participate i the webiar series (see registratio fee iformatio

8 REGISTRATION HCAHPS Webiar Series ( ) Our hospital will participate i the October 21 prelimiary workshop (FREE) ( ) Our hospital will participate i the webiar series (see registratio fee iformatio below) Please complete iformatio: Cotact Name Title Orgaizatio Address Phoe FAX: Registratio Fee: $200/hospital (ulimited umber of participats) Paymet Optios: Check Eclosed Charge my MasterCard/VISA/America Express Perso to call for card umber: Telephoe Number: Cardholder Sigature: Prit Cardholder Name: Mail or fax before October 16 to: KHREF P.O. Box Louisville, Ketucky Fax: (502)

Person-Centered Care Coordination. December 8, 2016

Person-Centered Care Coordination. December 8, 2016 Perso-Cetered Care Coordiatio December 8, 2016 Preseters Departmet of Social Services (DSS) Perso-Cetered Medical Home (PCMH) Program Lead Erica Garcia-Youg, MPH Commuity Health Network of Coecticut, Ic.