FOCUSING ON PEOPLE AND PROCESSES

The Patient and Family Centered Care (PFCC) Series Presents FOCUSING ON PEOPLE AND PROCESSES Lessons to be Learned from Other Service Industries: Disney & Games Friday, February 22, 2008 8 am - 5 pm Herberman Conference Center UPMC Shadyside, Pittsburgh Featuring Keynote Speakers, author If Disney Ran Your Hospital: 9 1 /2 Things You Would Do Differently Don Marinelli, Executive Producer Carnegie Mellon s Entertainment Technology Center (ETC) Jointly sponsored by The AMD3 Education and Research Foundation The Innovation Center at UPMC Center for Quality Improvement and Innovation The University of Pittsburgh School of Medicine, Center for Continuing Education in the Health Sciences Co-Chairs Anthony M. DiGioia III, MD Tami E. Merryman, RN, MSN, FACHE FOR MORE INFORMATION OR TO REGISTER www.patientandfamilycenteredcare.org 412-683-3260

CALL FOR PARTICIPATION Topics of Interest The Disney Experience Gaming for Rehabilitation, Simulators and Training Lessons Learned from Other Service Industries Projects that Improve Patients Experiences PFCC Methodologies and Projects Patient and OR Observations using Stealth Tracking Technologies The Generation Gaps in Health Care (Program is subject to change.) Accreditation Continuing Education Credit: This activity has been planned and implemented in accordance with the Essential Areas and Policies of the Accreditation Council for Continuing Medical Education (ACCME) through the joint sponsorship of the University of Pittsburgh School of Medicine and the AMD3 Education and Research Foundation, the Innovation Center at and the UPMC Center for Quality Improvement and Innovation. The University of Pittsburgh School of Medicine is accredited by the ACCME to provide continuing medical education for physicians. *The University of Pittsburgh School of Medicine designates this educational activity for a maximum of 6.5 AMA PRA Category 1 CreditsTM. Each physician should only claim credit commensurate with the extent of their participation in the activity. *Other healthcare professionals are awarded 0.65 continuing education units (CEU's) which are equal to 6.5 contact hours. 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. Who Should Attend Physicians Nurses and All Health Care Providers Hospital Administrators and Leadership Health Care Related Businesses This workshop encourages participation across all health care constituencies. Registration Fees: UPMC Employees, UPMC Physicians and UPMC Affiliated Health Care Providers (Reduced Rate) Non-UPMC On or Before January 25 FREE $200 After January 25 $25 $250 Special Needs Participation by all individuals is encouraged. Advance Notification of any special needs will help us provide better service. Please notify us of your needs at least two weeks in advance of the program by calling 412-683-3260..

KEYNOTE SPEAKERS Friday, Feb. 22, 2008 Herberman Conference Center UPMC Shadyside, Pittsburgh FOR MORE INFORMATION VISIT www.patientandfamilycenteredcare.org Special Keynote Addresses Author of If Disney Ran Your Hospital: 9 1 /2 Things You Would Do Differently has the unusual distinction of having been both a senior vice president of a major medical center and a cast member at Disney University. At Disney he helped develop and facilitate Disney s health care version of its 3-day seminar, Disney s Approach to Quality Service, and a new seminar on Customer Loyalty. With an insider s experience, he is author of a new health care best seller, If Disney Ran Your Hospital: 9 1 /2 Things you Would Do Differently, which has been awarded the 2005 Book of the Year from the American College of Healthcare Executives. Don Marinelli, PhD Executive Producer, Carnegie Mellon s Entertainment Technology Center (ETC) Don Marinelli is a tenured Professor of Drama and Arts Management at Carnegie Mellon University. He has been at Carnegie Mellon for twenty-six years where he served as the Assistant Head of the Drama Dept. and later the Associate Dept Head. With colleague Randy Pausch, he co-founded the Master of Entertainment Technology (MET) degree program and the ETC. The ETC is developing innovative, interdisciplinary curricula in the area of drama and interactive multimedia, and applying dramatic and cinemagraphic theory to multimedia interface and application design. Course Co-Chairs Anthony M. DiGioia, MD Anthony M. DiGioia, MD, is the founder of the AMD3 Education and Research Foundation. He is a practicing orthopaedic surgeon in Renaissance Orthopaedics located at Magee-Womens Hospital of UPMC, and Clinical Associate Professor of Orthopaedic Surgery, University of Pittsburgh School of Medicine. Dr. DiGioia has organized and chaired several conferences on Less and Minimally Invasive and Computer Assisted Orthopaedic Surgery, Patient and Family Centered Care, and Bone and Joint Health. Dr. DiGioia also is a Senior Research Scientist at Carnegie Mellon. Tami Merryman, RN, MSN, FACHE Tami Merryman is Chief Quality Officer for the University of Pittsburgh Medical Center (UPMC). Ms. Merryman is also the UPMC Liaison to the Peter M. Winter Institute for Simulation Education and Research (WISER) and of Sim Medical, a UPMC subsidiary with expertise in the creation and management of integrated healthcare simulation training programs. A nationally known speaker, Ms. Merryman has been published in the Journal of Nursing Administration, Modern Health Care, Healthcare Leaders, Reflections by Sigma Theta Tau and Newsweek.

FACULTY Course Co-Chairs: Anthony DiGioia, MD Clinical Associate Professor of Orthopaedic Surgery University of Pittsburgh School of Medicine and Renaissance Orthopaedics, PC Tami Merryman, RN, MSN, FACHE Chief Quality Officer University of Pittsburgh Medical Center Keynote Speakers: Innovative Healthcare Speakers Bozeman, Mont. Don Marinelli, PhD Executive Producer Carnegie Mellon Entertainment Technology Center Cheryl Carr, MSN Instructor II, Nursing UPMC South Side Michelle Doas, Ed D Assistant Professor, Nursing Chatham University Carol Gussman, RN UPMC Shadyside Poster Pavillion Blaine Lester, MA William Macaulay, MD Professor of Clinical Orthopaedic Surgery New York Presbyterian Hospital at Columbia University New York, NY Janey Roach, MSN Faculty, School of Nursing Faculty Disclosure In accordance with the Accreditation Council for Continuing Medical Education requirements on disclosure, information about relationships of presenters with commercial interests (if any) will be included in materials distributed at the time of the conference. Friday, February 22, 2008 Lessons to be Learned from Other Service Industries: Disney & Games Podium Presenters: Christopher DiGioia, BS The Innovation Center Amy Haugh, MLS Jill Jones, MSN Deborah Lewis, MSN Faculty, School of Nursing Jeff Pepper, BS and CEO Touchdown, Inc. Oakmont, Pa. Suzanne Rocks, RN UPMC Presbyterian Robert Schwartz, MD UPMC Presbyterian John Silipigni, LCSW T. Michael White, MD UPMC McKeesport McKeesport, Pa. Catherine Witsberger, RN, MSN Nurse Educator UPMC Shadyside Program is subject to change.

The Patient and Family Centered Care (PFCC) Series Presents FOCUSING ON PEOPLE AND PROCESSES 7:15 a.m. Registration and Check In 7:55 a.m. Welcome and Introductions Anthony DiGioia, MD, Tami Merryman, RN, MSN, FACHE Friday, February 22, 2008 Lessons to be Learned from Other Service Industries: Disney & Games 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 9:30 a.m. Break/Poster Presentations 10 a.m. Keynote: Learning from Disney Where it's Not About Service 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 Poster Pavillion 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 Macaulay, 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 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 Program is subject to change.

ADVISORY COUNCIL Elizabeth Concordia Executive Vice, UPMC, Hospital & Community Services Division Leslie Davis Cynthia Dorundo UPMC Braddock John Innocenti UPMC Presbyterian Shadyside Mark Laskow Member, UPMC Board of Directors Greycourt & Co., Inc. Nancy Magee UPMC South Side David Martin Ronald Ott UPMC McKeesport Roger Oxendale Children s Hospital of Pittsburgh of UPMC Greg Peaslee Senior Vice, UPMC Chief Human Resources and Administrative Services Officer, UPMC Teresa Petrick UPMC Passavant (McCandless and Cranberry campuses) Claudia Roth Western Psychiatric Institute and Clinic David Sharbaugh Senior Director of Quality Improvement UPMC Neil Todhunter UPMC Northwest (Seneca and Oil City Campuses) Pamela Triolo Chief Nursing Officer UPMC Roger Winn UPMC Bedford Memorial Don Wolff, Jr. Member, UPMC Board of Directors Guyasuta Investment Advisors Tom Worall, MD Medical Director UPMC Center for Quality Improvement and Innovation Joel Yuhas UPMC Horizon About the AMD3 Foundation The AMD3 Foundation is a tax-exempt, charitable organization that sponsors and directs education, research and other related charitable activities in patient and family centered care. The Foundation s goal is to promote education and research in innovative technologies and processes to improve the delivery of health care. Anthony M. DiGioia, MD, is the founder of the AMD3 Education and Research Foundation. For more information about the AMD3 Foundation and its ongoing educational events: www.amd3.org Visit the AMD3 blog at: www.amd3.org/roblog Save the Dates Patient and Family Centered Care Series www.patientandfamilycenteredcare.org May 9, 2008 Designing the 21st Century Hospital and the Delivery of Care: It s all about People, Processes and Facilities Bone and Joint Health Series www.boneandjointhealth.org March 1, 2008 June 21, 2008 September 13, 2008 December 6, 2008 The Second Annual Innovator s Conference www.innovatorsconference.org November 7, 2008 Never underestimate the power of a small group of individuals to change the world. Indeed, it is the only thing that ever has. -- Margaret Meade