3rd Hospital Operational Excellence


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**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

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3rd Hospital Operational Excellence

  1. 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. 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 ✔ Balanced scorecard to manage number of event sponsorships and exhibit 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 ✔ DMAIC project structure exhibiting at 3rd Annual Hospital Operational Excellence, please contact Mario Matulich at ✔ Simulation modeling (212) 885-2719 or sponsorship@iqpc.com. ✔ Change Acceptance Tools y oducible problem solving methodolog ✔ Disciplined consistent and repr Continuing Education 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; Senior Conference Producer C HealthcareIQ, a division of IQP HEALTHCARE RECRUITERS quot;This program has been submitted to HR Certification Institute for review.quot; Registration Information Please note that multiple discounts cannot be Reference: Please include the name of the combined. attendee(s) and the event number: Hospitals and Health Systems 11355.002 A $99 processing charge will be assessed to all Register by Register by Register After registrations not accompanied by credit card payment Payment Policy: Payment is due in full at the May 29, 2009 June 26, 2009 June 26, 2009 at the time of registration. time of registration and includes lunches, Conference Only (save $200) (save $100) refreshment and detailed conference materials. MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC * Your registration will not be confirmed until $799 $899 $999 CT residents or people employed in the state of CT payment is received and may be subject to must add 6% sales tax. Each Workshop $549 $549 $549 cancellation. Team Discounts: For information on team discounts, All Access Pass (save $1,296) (save $1,096) (save $896) please contact IQPC Customer Service at 1-800-882- For IQPC’s Cancellation, Postponement $1,899 $2,099 $2,299 and Substitution Policy, please visit 8684. Only one discount may be applied per www.iqpc.com/cancellation registrant. Others Special Dietary Needs: If you have a dietary Special Discounts Available: A limited number of restriction, please contact Customer Service at Register by Register by Register After discounts are available for the non-profit sector, 1-800-882-8684 to discuss your specific needs. May 29, 2009 June 26, 2009 June 26, 2009 government organizations and academia. For more information, please contact customer service at 1-800- ©2009 IQPC. All Rights Reserved. The format, Conference Only (save $800) (save $400) 882-8684. design, content and arrangement of this $1,999 $2,399 $2,799 brochure constitute a trademark of IQPC. Details for making payment via EFT or wire Each Workshop $549 $549 $549 Unauthorized reproduction will be actionable transfer: JPMorgan Chase under the Lanham Act and common law All Access Pass (save $1,296) (save $1,096) (save $896) Penton Learning Systems LLC dba IQPC: 957-097239 principles. ABA/Routing #: 021000021 $3,699 $3,899 $4,099 2 1-800-882-8684 www.iqpc.com/us/HospitalExcellence
  3. 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. 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. 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. 6. Hospital International Quality & Productivity Center 3RD 535 5th Avenue, 8th Floor Annual New York, NY 10017 Operational Excellence TM ❑ Conference Only ❑ Workshop(s) Only ❑ All Access Pass Please Choose Your Workshops: ❑A ❑B ❑C ❑D Your customer registration code is: When registering, please provide the code above. Name__________________________________ Job Title ________________________ Organization____________________________________________________________ Approving Manager______________________________________________________ Address_______________________________________________________________ City__________________________________State______________Zip___________ Phone________________________________Fax_______________________________ E-mail__________________________________________________________________ 5 EASY WAYS TO REGISTER: ❑ Please keep me informed via email about this and other related events. 1 Web: www.iqpc.com/us/HospitalExcellence ❑ Check enclosed for $_________ (Payable to IQPC) 2 Call: 1-800-882-8684 or 1-646-378-6026 ❑ Charge my __Amex __Visa __Mastercard __Diners Club 3 Email: info@iqpc.com Card #__________________________________Exp. Date___/___ CVM Code:____ 4 Fax: 1-646-378-6025 Details for making payment via EFT or wire transfer can be found on 5 Mail: IQPC preceding page. 535 5th Avenue, 8th Floor ❑ I cannot attend, but please keep me informed of all future events. 11355.002/KA New York, NY 10017 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