Carolinas Society for Healthcare Consumer Advocacy

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Rosamund Collins
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Past; Embracing the Present; Creating the Future

1 Carolinas Society for Healthcare Consumer Advocacy 35 th Anniversary Celebration: Reflecting on our Past; Embracing the Present; Creating the Future September 20-22, 2017 Beach Colony Resort Myrtle Beach, SC

Wednesday, September 20 11:30 AM 1:00 PM Registration Raffle Tickets available for purchase to benefit the Wendy Atkinson Scholarship Fund 1:00 3:15 PM Keynote Address Perspective is Everything:

Trust is the foundation of all human relationships how are we cultivating a culture that equips our employees and providers to give their very best always?

2 Wednesday, September 20 11:30 AM 1:00 PM Registration Raffle Tickets available for purchase to benefit the Wendy Atkinson Scholarship Fund 1:00 3:15 PM Keynote Address Perspective is Everything: Evidence to Elevate Workforce Engagement Katie Owens, VP, HealthStream Engagement Institute We count on our workforce to provide the best possible care 24/7. Trust is the foundation of all human relationships how are we cultivating a culture that equips our employees and providers to give their very best always? Patients see, feel and experience employees and providers who are engaged and disengaged. What can we do differently? This session will unveil our 2016 National Benchmarking Study on Employee Engagement of over 250,000 healthcare employees and providers. Participants will learn Leading practices to positively impact engagement in their organizations Utilize key trends and drivers to impact employee and provider engagement Equip attendees with evidence based practices to create a culture of person centered excellence 3:15-3:30 PM Break 3:30 5:00 PM Session Positivity on the Frontline: Innovative Tactics to Build Resilience and Enhance the Patient Experience Paige Roberts, MBA, BSN, RN, PCCN UNC Hospitals Research has proven that positivity has the power to transform individuals and teams to new levels of satisfaction and performance. With the dynamic nature of healthcare, staffing challenges and increasing expectations to improve performance and patient outcomes, building a resilient team is crucial to succeed. This presentation will provide information on creating a more positive, resilient work culture, and describe interventions that courageously engage staff to survive and thrive in healthcare and ultimately enhance the lives of those in our care. 5:00 PM Raffle ~ Must be present to win 6:00 PM ~ Until Dinner, Reception & Awards Spend the evening networking with friends & colleagues as we enjoy a traditional Carolina Barbeque dinner (chicken & pork vegetarian options available). Past CSHCA Presidents are invited to this celebration, and the annual Deborah D. Wood Patient Advocacy Award will be presented. A cash bar will be available throughout the evening. Dress: Beach Casual

3 Thursday, September 21 7:00 7:45 AM Buffet Breakfast 8:00 9:30 AM Session What will be your Legacy? Elizabeth Barnes, Co-Founder/Executive Director Hope Abounds, Inc. You can create a life legacy at any time in your life; however, it is best to first complete one for yourself and then sow seeds from your life into the lives of others. How is your life bringing meaning to you and changing lives in your work? 9:30 10:00 AM Break with Exhibitors 10:00 10:30 AM Business Meeting All conference attendees are requested to attend this vital meeting. Your voice is needed to ensure CSHCA is meeting your educational needs. 10:30 11:45 AM Session Through the Eyes of the Patient: Understanding the Reality of Grievances Marion Martin, RN Nurse Surveyor, The Joint Commission Discussion to include description of what constitutes a grievance from a regulatory perspective, and processes to address resolution. Session includes mandated processes; empathetic responses; follow-up, and tips on how to utilize data to establish a proactive response. 11:45 1:00 PM Lunch with Exhibitors 1:00-2:30 PM Session From Story to Activation: Partnering with Patients Tiffany Christensen, PI Specialist, The North Carolina Hospital Foundation Judy Ward, Patient & Family Advisor Cathy Arsenault, Patient & Family Advisor Kara Lyven, Patient & Family Advisor As patient advocates in today s complicated healthcare system, it s easy to lose sight of our patients ability to partner and help organizations improve. Through this workshop, patient advocates will explore new and innovative ways to work side by side with patients while also addressing their own burnout. 2:30 3:00 PM Break with Vendors 3:00 4:30 PM Session Partnering to Drive Reform in Behavioral Healthcare: A Story from North Carolina Julia Wacker The number of patients seeking behavioral health care in emergency departments, and the length of time they wait for treatment, has increased roughly four-fold over the past decade. Extended emergency department boarding carries serious consequences for both the individual and the state s safety net resources, as mental health conditions are likely to rapidly deteriorate in non-therapeutic settings. In 2016, the NC Hospital Association partnered with patient advocacy groups, as well as a multi-sector workgroup of community agencies, to identify process gaps associated with emergency department boarding and implement policy and practice solutions. This session will provide an overview of the MCHAs collaborative work to reform behavioral health service delivery in the state, including the introduction of legislation to modernize the state s involuntary commitment statute. 4:30 PM Raffle and Vendor Prize ~ Must be present to win

Friday, September 22 6:30 8:15 AM Buffet Breakfast 8:30 10:00 AM Session The Interpersonal Relationship Game Liz Huggins, MS, CPXP Patient Experience Consultant Carolinas Healthcare System Mia

situations and giving and receiving feedback. 10:00 10:15 AM Break 10:15 11:30 AM Keynote Address What Is Your Patient Experience Superpower?

4 Friday, September 22 6:30 8:15 AM Buffet Breakfast 8:30 10:00 AM Session The Interpersonal Relationship Game Liz Huggins, MS, CPXP Patient Experience Consultant Carolinas Healthcare System Mia Harvey-Mintz, Corporate Patient Experience Consultant Carolinas Healthcare System This interactive session will focus on creating a positive first impression, staying your best in difficult situations and giving and receiving feedback. 10:00 10:15 AM Break 10:15 11:30 AM Keynote Address What Is Your Patient Experience Superpower? Katie Owens, VP, HealthStream Engagement Institute In Healthcare, we are braver, stronger, smarter and more resilient than we give ourselves credit. Each day patients are counting us across the continuum of care to not just deliver exceptional care but to act with compassion, dignity and respect. Uncovering and building upon your strengths is key to individual and team confidence, thus improving patient s confidence in the care delivered. This interactive and engaging session will inspire a recommitment to delivering on your passion and unleash your hidden superpowers. 11:30 AM Closing Remarks Final Raffle ~ Must be present to win This conference is pending approval for Patient Experience Continuing Education Credit (PXE). Participants interested in receiving PXEs must claim their credits within 30 days of attending the conference.

5 About Our Faculty, Vice President for HealthStream Engagement Institute. Katie has made patient-centered excellence a priority since she embarked on a career in healthcare. With two decades of experience helping organizations achieve service and operational excellence, Katie has proactively worked to gather the skillset and knowledge base to effect positive change in the healthcare industry. As a member of the HealthStream Leadership team, she oversees our coaching practice and the growth of our patient experience solutions. Katie is passionate about helping organizations create an environment that is fully-focused on the patient. As leader of HealthStream s coaching practice, she is tasked with managing an expert group of experienced coaches who are dedicated to improving the quality of the patient experience. Katie is also an innovator in her field, constantly studying new ways to deliver patient-centered care. Katie previously served on the leadership team of Baptist Health Care (BHC) in Pensacola, Florida, where she supported the system s sustained journey to excellence. She was instrumental in growing Baptist Leadership Group was acquired by HealthStream in 2013, now known as HealthStream Engagement Institute. Prior to her tenure at BHC, Katie served as the Director or Market Research for the Methodist Le Bonheur Healthcare system, where she successfully led HCAHPS implementation for five acute care hospitals. Her well-rounded experience includes tenure at a leading children s healthcare system, a for-profit hospital, and a children s hospital. She is the lead author of HE HCAHPS Imperative for Creating Patient-Centered Excellence and is currently working on her second book about the importance of speaking the patient s language. She was published in HFM Magazine, and Hospitals and Health Networks. Ms. Owens is an internationally recognized speaker and presents regularly at conferences for leading organizations, including the American College of Healthcare Executives, the Society for Healthcare Strategy and Market Development, and the Healthcare Financial Management Association. Katie has a Bachelor of Human Resources Development degree and a Master of Healthcare Administration. Paige Roberts, MBA, BSN, RN, PCCN has been a nurse at UNC Hospital in Chapel Hill for the past 13 years, where she advanced up the clinical ladder to become the nurse manager of 7 Neurosciences, the Surgical Oncology and ENT Surgery unit at UNC. Paige was recognized as a Great 100 nurse for the state of North Carolina in 2013 and received the Triangle Healthcare Hero award from the Triangle Business Journal in After attending a patient safety class in 2013, Paige realized the potential of positive psychology to enhance staff and patient outcomes and it was then her passion was born. She has shared her story nationally at the National Teaching Institute Conference for Critical Care Nurses in San Diego and Denver, and co-authored an article titled The Power of the Positive for the ANA s Journal, American Nurse Today. Elizabeth Barnes, Co-Founder and Executive Director of Hope Abounds. A cancer support organization founded in 2010 to provide programs for women, children, teens and their families. The commitment of Hope Abounds is to provide patient advocacy, educational programs, workshops, and financial assistance to families residing in central and eastern North Carolina and northeast South Carolina. Elizabeth is happy and blessed to be married to her husband of 32 years, Kenny who is the Co-Founder of Hope Abounds. They have resided in Wilmington, NC for 41 years. After going through a cancer journey of their own, Elizabeth and Kenny uncovered the need to address the gaps in the cancer survivor experience, from diagnosis through post-treatment. Marion Martin RN, MSN, MBA is presently a part-time Joint Commission surveyor and team leader focused on both acute care and ambulatory standards. In addition, she assists organizations across the country with the development of patient and family experience councils. Prior to her role as a surveyor and retirement, Ms. Martin served in roles as executive oversight for quality, patent safety, regulatory compliance, infection control and patient experience. She is a seasoned health care professional with over forty years experience in health are with an emphasis in acute and critical care nursing; trauma and quality/performance improvement. Ms. Martin is a frequent state and national speaker on patent experience, patient safety and quality outcomes. Ms. Martin has served on the North Carolina Hospital Association Board. Currently, she is licensed in both North and South Carolina as a registered nurse. Her degrees include a Bachelors and Masters of Science in Nursing and a Master of Business Administration. She has obtained certifications in Lean Six Sigma and is a Lean Six Sigma Black Belt.

6 About Our Faculty Tiffany Christensen, nationally recognized public speaker and the author of three books, exploring advocacy, end of life planning and partnership strategies in healthcare. She is a board member of the Beryl Institute for improving the patient experience and faculty for the PSO Training at IHI. Tiffany approaches her work from the perspective of a life-long patient and a professional patient advocate. Tiffany is a TeamSTEPPS Master Trainer, a Respecting Choices Advance Care Planning Instructor, an APPEAL certificate recipient, and the creator of her own Train the Trainer workshop series entitled Finding Your Voice in the Healthcare Maze. Tiffany began her professional healthcare experience as a Patient and Family Advisor. Tiffany served as a patient advocate at Duke Hospital working primarily in the area of Oncology and also worked as the Program Coordinator for Duke Medicine s Patient Advisory Council Expansion Program. Currently, Tiffany is the Performance Improvement Specialist at the NC Quality Center working on operationalizing Patient and Family Engagement best practices across North Carolina. Nationally, Tiffany works with organizations on starting or improving their Patient and Family Advisory Council Programs as well as implementing TeamSTEPPS tools for patient engagement. Julia Wacker, Vice President of Community and Behavioral Health, at the NC Hospital Association. In this role, she develops state-level behavioral health policy and programmatic initiatives in support of NC hospitals and patients. Previously, Ms. Wacker managed Duke Children s Healthy Lifestyles Clinic Office of Community Outreach, conducting childhood obesity prevention outreach and physician education in family-centered communication. Ms. Wacker is the co-author of the American Board of Pediatrics Performance Improvement Module on motivational interviewing, as well as several book chapters and journal publications on community pediatrics, patient-centered care, and assault against people with disabilities. Ms. Wacker is the recipient of the Public Health Social Work Leadership Award and the Leadership Education in Neurodevelopmental Disabilities Award. She earned a Bachelor of Education Studies from the New School University and Masters in Social Work and Master of Science in Public Health from UNC Chapel Hill. Liz Huggins, Patient Experience Consultant, joined Carolinas Healthcare System two years ago where she supports the Medical Group, specifically Primary Care and Pediatrics. Previously, she worked for Chick-fil-A for 13 years in many capacities. She worked as a Hiring and Training Director, she also traveled around the states opening Chick-fil-A restaurants and training their teams and leadership teams to be successful. She attended UNC Charlotte and she has her Master of Management and Leadership. Liz is passionate about serving others, excellent customer service and developing leaders. Mia Harvey-Mintz, Corporate Patient Experience Consultant, is a native of Baltimore, Maryland. She attended Howard University in Washington, DC and graduated with a Bachelor of Science in Psychology. While at Howard, Mia was a member of the Showtime Marching Band, Psychology Club, Alpha Phi Omega National Service Fraternity, Inc. Mia believes of all that she has accomplished in her life; the most rewarding is her work in the community and helping others. She currently works for Carolinas Healthcare System in Charlotte, NC where she is able to give back to the community. During her tenure in Corporate Patient Experience, she served a pivotal role in the increase of Patient and Family Advisory Councils and Patient and Family advisors across the system. She is a trained CURO Conversations facilitator and participates in new employee and provider orientation. She has also worked with the Thomas Davis Foundation, Dave Thomas Foundation for Adoption, a lobbyist for the March of Dimes, Habitat for Humanity and other civic organizations.

7 Conference Registration Fees Early Bird Registration - $ for CSHCA Members by August 1, 2017 After August 1, CSHCA Members pay $ Early Bird Registration - $ for Non-members by August 1, 2017 After August 1, Non-members pay $ Registration Fee includes: Attendance at 8 educational sessions Conference session materials Information on exhibitor resources Dinner on Wednesday; Breakfast & Lunch on Thursday; Breakfast on Friday Hospitality bag Opportunity to purchase raffle tickets to support the Wendy Atkinson Scholarship Fund, and a chance to win great raffle prizes; including: one Registration to the 2018 CSHCA Annual Conference, and many other great prizes! Opportunity to win great door prizes from our vendors! Please complete registration form and mail/ information to: Venita Schenck 3407 Fallston Road, Shelby, NC to Venita.Schenck@carolinashealthcare.org Beach Colony Resort 5308 N. Ocean Blvd., Myrtle Beach, South Carolina (877) Room Rates: Ocean View Studio $59/night Oceanfront Two Bdrm $129/night Oceanfront Three Bdrm $159/night Oceanfront Guest Suite $65/night Angle Oceanfront Two Bdrm $139/night Oceanfront Executive Guest Suite $70/night Oceanfront Executive King Suite $75/night Ocean View Two Bdrm $107/night There is an additional $8/night resort fee and 12% sales tax. One night deposit is required upon booking, and the remaining balance is due upon arrival. To make a reservation, please contact Beach Colony reservations at Refer to the group name Consumer Advocates the confirmation number for this group is

8 Registration Form Name/Title Organization Address Phone Fax Do you have any diet restrictions? Is this your first time attending a CSHCA Conference: Yes No CSHCA Member Early Bird by August 1, 2017 CSHCA Member After August 1, 2017 Non-Member - Early Bird by August 1, 2017 Non-Member After August 1, 2017 Guest for Wednesday Sept. 20, 2017 Dinner $195 $220 $230 $250 $ 35 Total Check enclosed in the amount of: $ Credit/Debit Card Payment in the amount of: $ Credit/Debit Card # Security # (MasterCard, Visa, Debit or Commercial Credit Cards accepted) Expiration Date Cardholder Name Cardholder Signature In the event of an emergency, refunds are available until August 31, 2017 less a $50.00 administrative fee.

Cultivating A Culture of Safety in Healthcare

Cultivating A Culture of Safety in Healthcare A National Patient Safety Conference April 13-15, 2016 Registration Now Open Jointly provided by Dates & Times: Wednesday, April 13, 2016 Registration: 8:00