This document provides information about an upcoming conference on transitioning to electronic medication management (eMM) systems. It lists the conference benefits, key speakers, and workshops. The workshops will provide practical guidance on implementing eMM, including how to achieve clinician engagement and how to get started with implementation. A closed-door roundtable for Chief Information Officers is also included to allow sharing of experiences between hospitals implementing eMM. The conference will be held in Melbourne on September 15-16, 2015.
1Call HIMSS 2010 - Hospital Call Center, Attendant Console for Operator Serv...AMTELCO
1Call's theater presentation from the HIMSS Conference held in Atlanta, GA March 1-5, 2010. 1Call is the leader in developing Call Center, Attendant Console, On-Call Scheduling and Notification Systems for Hospitals and Healthcare organizations. For additional information visit http://www.1call.com
Heath B. Murph has over 20 years of experience in various fields including the armed forces, security, healthcare, customer service, technical support, data entry, and administration. He has a wide range of skills such as providing customer service, sales, inventory management, training, and administrative support. Currently he works as a Telesales Agent for Humana Inc. providing Medicare plan enrollment and customer service.
The Wayne County Memorial Community Building was a large brick building in Goldsboro, NC dedicated in 1925 as a war memorial and community center. It contained a public room, reading room, gymnasium, swimming pool, game room, bowling alley, and kitchen. The building honored those from Wayne County who served and died in WWI, WWII, the Korean War, and Vietnam War with multiple bronze plaques listing their names. It served as a community gathering space until burning down in a 2004 fire.
Sea Destiny Ship Management Inc. was established in 2014 by Captain George Dienis to provide high quality ship management services. It is led by an experienced team with over 200 years of combined experience in shipping. Sea Destiny aims to become one of the top ship management companies through a focus on safety, cost effectiveness, customer satisfaction, and integrity. It offers services such as technical management, commercial management, and accounting through transparent online systems.
The Children's Society in Tees Valley North East Annual Report 2012/13 summarizes the work and outcomes of their family services projects in the region over the past year. The Ohana (Family Based) Project provided counseling to 76 children and engaged 33 families through family intervention services. It also recruited 49 volunteer mentors who worked with 62 young people. The project raised awareness of issues facing at-risk youth with over 3,927 people. The Stockton Participation Project consulted approximately 366 children on short break services. Overall, the report outlines the organization's efforts to support children and families in the community through diverse family programs.
Ashley Pollard's portfolio contains examples of her graphic design work including a poster series, infographic, and visual identity. It also includes an autobiography where she describes growing up in North Carolina and her passion for helping others, which led her to study public relations and law. The portfolio is intended to showcase her skills and experience to potential employers or clients.
The South Shore International College Prep High School TAR NATION Football Players and Fashion Club have been selected to perform in the NFL DRAFT TOWN 2016 Rip the Runway RED CARPET Fashion Show on April 30th, 2016 at 1PM in Grant Park, Chicago. Attendees are asked to RSVP by April 29th and arrive at 12:30PM. The event will feature football heroes and fashion legends from SSICP strutting on the red carpet for a national audience.
1Call HIMSS 2010 - Hospital Call Center, Attendant Console for Operator Serv...AMTELCO
1Call's theater presentation from the HIMSS Conference held in Atlanta, GA March 1-5, 2010. 1Call is the leader in developing Call Center, Attendant Console, On-Call Scheduling and Notification Systems for Hospitals and Healthcare organizations. For additional information visit http://www.1call.com
Heath B. Murph has over 20 years of experience in various fields including the armed forces, security, healthcare, customer service, technical support, data entry, and administration. He has a wide range of skills such as providing customer service, sales, inventory management, training, and administrative support. Currently he works as a Telesales Agent for Humana Inc. providing Medicare plan enrollment and customer service.
The Wayne County Memorial Community Building was a large brick building in Goldsboro, NC dedicated in 1925 as a war memorial and community center. It contained a public room, reading room, gymnasium, swimming pool, game room, bowling alley, and kitchen. The building honored those from Wayne County who served and died in WWI, WWII, the Korean War, and Vietnam War with multiple bronze plaques listing their names. It served as a community gathering space until burning down in a 2004 fire.
Sea Destiny Ship Management Inc. was established in 2014 by Captain George Dienis to provide high quality ship management services. It is led by an experienced team with over 200 years of combined experience in shipping. Sea Destiny aims to become one of the top ship management companies through a focus on safety, cost effectiveness, customer satisfaction, and integrity. It offers services such as technical management, commercial management, and accounting through transparent online systems.
The Children's Society in Tees Valley North East Annual Report 2012/13 summarizes the work and outcomes of their family services projects in the region over the past year. The Ohana (Family Based) Project provided counseling to 76 children and engaged 33 families through family intervention services. It also recruited 49 volunteer mentors who worked with 62 young people. The project raised awareness of issues facing at-risk youth with over 3,927 people. The Stockton Participation Project consulted approximately 366 children on short break services. Overall, the report outlines the organization's efforts to support children and families in the community through diverse family programs.
Ashley Pollard's portfolio contains examples of her graphic design work including a poster series, infographic, and visual identity. It also includes an autobiography where she describes growing up in North Carolina and her passion for helping others, which led her to study public relations and law. The portfolio is intended to showcase her skills and experience to potential employers or clients.
The South Shore International College Prep High School TAR NATION Football Players and Fashion Club have been selected to perform in the NFL DRAFT TOWN 2016 Rip the Runway RED CARPET Fashion Show on April 30th, 2016 at 1PM in Grant Park, Chicago. Attendees are asked to RSVP by April 29th and arrive at 12:30PM. The event will feature football heroes and fashion legends from SSICP strutting on the red carpet for a national audience.
Using the Tablet device, field force can do the detail the brands to HCP. You can get the following benefits.
Real Time Data: SAN eForce already captures traditional data elements with standard and custom fields. Now, by using eDetailing feature from SAN eForce application, the companies can now access in-clinic data. This data is real and authentic information at the point of promotion.
Quick and Agile: Modern way to communicate your products, receives feedback and metrics, re-deploy strategies and even lower your costs. Those promotional and detailing experiments are not so much expensive now-a-days..!
Power of Digital Media: Tablets can be used for presentation of a truly interactive content that can be customized to the needs of each meeting. Also, the content can be pushed and quickly changed before any meeting.
Walk the Talk: Marketing strategy, taking place in boardrooms gets diluted by the time it reaches sales representative working in the field. eDetailing helps in streamlining the communication to the client as well as helps in monitoring how well the strategy is being implemented at field level. (In Pharmaceuticals, mapping Doctor Specialty to product’s therapeutic class)
Call Effectiveness: Offers a unique opportunity to the representative, to obtain better results and communicate his products in the most efficient way.
Insights: Get better understanding of the campaign results by accessing live analytics and reports from the field.
Actionable Alerts: With custom report writing tool and dashboard analytics, adjust marketing strategies and redeploy promotional material.
Domain Independent: Product promotion by a Sales Team is common across many domains, other than Pharmaceuticals. Applications for various such domains can be quickly configured and Rolled-out
Practical Application of E&P information Management FrameworksDale Butler
Join us at SMi Group's new Masterclass in association with Venture Information Management, Practical Application of E&P Information Management Frameworks taking place in London this December
This document discusses how visual knowledge management can improve customer service by streamlining agent training and standardizing processes. It recommends a 5-step approach: 1) categorizing call types and mapping initial workflows; 2) linking knowledge articles to call types; 3) integrating systems into workflows; 4) mapping full workflows including variations; 5) testing workflows with agents. Customers saw benefits like reduced training time, increased efficiency and consistency, and improved customer satisfaction. Visual knowledge management engages agents and leads to better customer and employee experiences.
Service blueprinting involves mapping customer service processes through flowcharts. It shows the customer experience and identifies potential failure points. Blueprinting a restaurant involves a three-act structure: introduction, delivery of food/drinks, and conclusion. Setting standards and targets allows measurement of customer satisfaction. Redesigning service processes can reduce failures and increase productivity. When customers co-produce services, their level of participation and psychological factors must be considered. Self-service technologies also require management of customer reluctance to change and ensuring systems are reliable and easy to use.
Peter Coward is a British national with experience leading IT implementation projects in East Africa for the past 5 years. He has skills in project and change management, improving quality of services, and advising businesses on IT investments and process reengineering. He aims to add value through implementing solutions on time and within budget to defined quality standards while considering risks and stakeholder needs.
Shahleen Stokes has over 10 years of experience in the employee benefits industry. She is currently working as a Retirement Fund Business Specialist at NMG Benefits in Randburg, Johannesburg where she is responsible for communications, documentation, training, and client management. Previously she has held roles as a New Business Coordinator and Administrator focusing on pension payroll administration at NMG Benefits and Alexander Forbes. Her objective is to continue increasing her skills and applying her training experience to define service excellence.
Mrudula Babu Thayyil is seeking a challenging position where she can apply her professional skills such as analytical, management, business development, and administration skills. She has over 3 years of experience in customer service, sales, marketing, and system installation and support. Her most recent role was as a Guest Relation Executive at Al Ahalia Hospital, where her responsibilities included medical customer service, insurance verification, and administrative tasks. Prior to that, she worked as a Customer Care Executive and Secretary/IT Administrator. She has an engineering degree in Information Technology and certifications in Microsoft and Cisco systems.
Khethiwe Khumalo has over 20 years of experience in customer service roles in the healthcare and lottery industries. She currently works as a walk-in center consultant for Liberty Health, where she assists customers with claims, memberships, contributions, benefits, authorizations, and information access. Her CV details her education and qualifications, previous roles at Liberty Health and Uthingo Management, responsibilities in each role, achievements, and additional skills and courses.
The document discusses the collaborative contact center and trends in contact center technology. It notes that human latency slows business processes down and that communications-enabled business processes can remove human latency. It also mentions that 50% fewer calls may go through call centers in 5 years as more collaborative communications increase agility, communities, opportunities, revenue, simplicity, and productivity while lowering costs.
The document provides information about an upcoming conference on healthcare process improvement hosted by The Canadian Institute. The conference will take place over two days and feature speakers from hospitals, health regions, and provincial health ministries. Attendees will gain insights into process improvement and lean methodologies. They will hear success stories and learn how to reduce delays, improve turnaround times, tackle patient discharge challenges, and embed lean approaches at all levels to drive improvement and sustainability.
This document provides information about an upcoming conference on increasing customer satisfaction, including details about speakers, sessions, workshops, and registration. Some of the key points summarized are:
- The conference will provide strategies and lessons from industry leaders on driving revenue, achieving competitive advantages, and maintaining cost-effective customer experiences.
- Sessions and workshops will address topics like capturing customer insights, developing strategies for economic downturns, creating a unified culture for exceptional service, and leveraging tools and technology to enhance customer and agent satisfaction.
- Speakers include CEOs and executives from companies like GE, Disney, United Stationers Supply Co., and more who will share their experiences leading call centers and focusing on customer experience.
This document summarizes the costs and benefits of implementing OpenPM practice management software compared to traditional in-house systems. OpenPM offers lower upfront and ongoing costs through a monthly subscription model with no large capital expenses, maintenance fees, or long-term commitments required. It reduces investment risk and saves practices thousands per year compared to typical total ownership costs of in-house systems that are six times the initial software fee over five years. OpenPM provides full-featured software and strong customer support at affordable prices through its software-as-a-service model.
Customer experience management in telecomspdfTelecomsIQ
This document provides information about an upcoming conference on Customer Experience Management in Telecoms that will take place from January 24-27, 2011 in London. The conference will provide insights from executives at various telecom companies and opportunities to learn about developing, implementing, and leveraging successful customer experience management strategies. It will also include workshops, case studies, and a best practice exchange.
#C817 customer experience transformation on 15-16, 17 july 2014, organised by...Navik Numsiang
This document provides an agenda for a two-day customer experience transformation conference happening on July 15-16, 2014 in Bangkok, Thailand. The conference will feature 13 guest speakers from national and international organizations and will focus on topics like understanding customer experience, customer experience management strategies, harmonizing customer interactions across channels, evolving customer expectations online, and incorporating new technologies and trends into the customer experience. Attendees will learn how to drive profitable customer-centric strategies and transform their customer experience approaches through interactive discussions and case studies.
Great Customer Engagement Requires Great DataMarketo
Check out this Marketo LaunchPoint presentation featuring case studies from Informatica and Institute for Integrative Nutrition! You'll discover how to improve customer engagement by leveraging accurate customer data!
Consumer Behaviour
CASE: I Toyota
Q1. In what ways is Toyota’s new-product development system designed to serve customers?
• Toyota’s engineering system allows it to take a new car design from concept to showroom in less than four years versus more than five years for U.S. companies and seven years for Mercedes.
• This cuts costs, allows quicker correction of mistakes and keeps Toyota better abreast of market trends.
• Toyota can get its advanced engineering and design done sooner
• “We are closer to the customer and thus have shorter concept time."
• New products are assigned to a chief engineer who has complete responsibility and authority for the product from design and manufacturing through marketing and has direct contacts with both dealers and consumers.
• Superior Interorganizational or network learning.
• facilitate knowledge sharing
• Each worker serves as the customer for the process just before hers, she becomes a quality control inspector.
• Eliminating waste is just one-third of the equation for making lean successful. Eliminating overburden to people and equipment and eliminating unevenness in the production schedule are just as important—yet generally not understood at companies attempting to implement lean principles.
• Work to level out the workload of all manufacturing and service processes as an alternative to the stop/start approach of working on projects in batches that is typical at most companies.
Research Paper Writing
Writekraft Research and Publications LLP was initially formed, informally, in 2006 by a group of scholars to help fellow students. Gradually, with several dissertations, thesis and assignments receiving acclaim and a good grade, Writekraft was officially founded in 2011 . Since its establishment, Writekraft Research & Publications LLP is Guiding and Mentoring PhD Scholars.
Our Mission
“To provide breakthrough research works to our clients through Perseverant efforts towards creativity and innovation”.
Vision
Writekraft endeavours to be the leading global research and publications company that will fulfil all research needs of our clients. We will achieve this vision through:
Analyzing every customer’s aims, objectives and purpose of research
Using advanced and latest tools and technique of research and analysis
Coordinating and including their own ideas and knowledge
Providing the desired inferences and results of the research
In the past decade, we have successfully assisted students from various universities in India and globally. We at Writekraft Research & Publications LLP head office in Kanpur, India are most trusted and professional Research, Writing, Guidance and Publication Service Provider for PhD. Our services meet all your PhD Admissions, Thesis Preparation and Research Paper Publication needs with highest regards for the quality you prefer.
This document discusses techniques for mapping out service processes, including flowcharting and blueprinting. Flowcharting visually depicts the steps in a service process and how customer involvement varies by type of service. Blueprinting identifies key activities, distinguishes frontstage from backstage operations, and pinpoints potential failure points. The document provides examples of blueprinting a restaurant experience and discusses approaches to redesigning processes, such as eliminating non-value adding steps and increasing customer participation and self-service. Process redesign can help address issues like creeping bureaucracy and outdated practices.
This document provides information about an upcoming masterclass on mastering clinical trial documents. The masterclass will outline regulations related to the Trial Master File and explain how documents can be created and managed to ensure an inspection-ready file. Attendees will learn about documentation requirements, effective document management strategies, using records to enhance information sharing and facilitate operations, and improving inspection readiness to avoid burdensome preparations for audits. The full-day event will include presentations, discussions and activities on topics such as the Trial Master File reference model, electronic record requirements, inspection expectations, and archiving requirements and options.
More Related Content
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Using the Tablet device, field force can do the detail the brands to HCP. You can get the following benefits.
Real Time Data: SAN eForce already captures traditional data elements with standard and custom fields. Now, by using eDetailing feature from SAN eForce application, the companies can now access in-clinic data. This data is real and authentic information at the point of promotion.
Quick and Agile: Modern way to communicate your products, receives feedback and metrics, re-deploy strategies and even lower your costs. Those promotional and detailing experiments are not so much expensive now-a-days..!
Power of Digital Media: Tablets can be used for presentation of a truly interactive content that can be customized to the needs of each meeting. Also, the content can be pushed and quickly changed before any meeting.
Walk the Talk: Marketing strategy, taking place in boardrooms gets diluted by the time it reaches sales representative working in the field. eDetailing helps in streamlining the communication to the client as well as helps in monitoring how well the strategy is being implemented at field level. (In Pharmaceuticals, mapping Doctor Specialty to product’s therapeutic class)
Call Effectiveness: Offers a unique opportunity to the representative, to obtain better results and communicate his products in the most efficient way.
Insights: Get better understanding of the campaign results by accessing live analytics and reports from the field.
Actionable Alerts: With custom report writing tool and dashboard analytics, adjust marketing strategies and redeploy promotional material.
Domain Independent: Product promotion by a Sales Team is common across many domains, other than Pharmaceuticals. Applications for various such domains can be quickly configured and Rolled-out
Practical Application of E&P information Management FrameworksDale Butler
Join us at SMi Group's new Masterclass in association with Venture Information Management, Practical Application of E&P Information Management Frameworks taking place in London this December
This document discusses how visual knowledge management can improve customer service by streamlining agent training and standardizing processes. It recommends a 5-step approach: 1) categorizing call types and mapping initial workflows; 2) linking knowledge articles to call types; 3) integrating systems into workflows; 4) mapping full workflows including variations; 5) testing workflows with agents. Customers saw benefits like reduced training time, increased efficiency and consistency, and improved customer satisfaction. Visual knowledge management engages agents and leads to better customer and employee experiences.
Service blueprinting involves mapping customer service processes through flowcharts. It shows the customer experience and identifies potential failure points. Blueprinting a restaurant involves a three-act structure: introduction, delivery of food/drinks, and conclusion. Setting standards and targets allows measurement of customer satisfaction. Redesigning service processes can reduce failures and increase productivity. When customers co-produce services, their level of participation and psychological factors must be considered. Self-service technologies also require management of customer reluctance to change and ensuring systems are reliable and easy to use.
Peter Coward is a British national with experience leading IT implementation projects in East Africa for the past 5 years. He has skills in project and change management, improving quality of services, and advising businesses on IT investments and process reengineering. He aims to add value through implementing solutions on time and within budget to defined quality standards while considering risks and stakeholder needs.
Shahleen Stokes has over 10 years of experience in the employee benefits industry. She is currently working as a Retirement Fund Business Specialist at NMG Benefits in Randburg, Johannesburg where she is responsible for communications, documentation, training, and client management. Previously she has held roles as a New Business Coordinator and Administrator focusing on pension payroll administration at NMG Benefits and Alexander Forbes. Her objective is to continue increasing her skills and applying her training experience to define service excellence.
Mrudula Babu Thayyil is seeking a challenging position where she can apply her professional skills such as analytical, management, business development, and administration skills. She has over 3 years of experience in customer service, sales, marketing, and system installation and support. Her most recent role was as a Guest Relation Executive at Al Ahalia Hospital, where her responsibilities included medical customer service, insurance verification, and administrative tasks. Prior to that, she worked as a Customer Care Executive and Secretary/IT Administrator. She has an engineering degree in Information Technology and certifications in Microsoft and Cisco systems.
Khethiwe Khumalo has over 20 years of experience in customer service roles in the healthcare and lottery industries. She currently works as a walk-in center consultant for Liberty Health, where she assists customers with claims, memberships, contributions, benefits, authorizations, and information access. Her CV details her education and qualifications, previous roles at Liberty Health and Uthingo Management, responsibilities in each role, achievements, and additional skills and courses.
The document discusses the collaborative contact center and trends in contact center technology. It notes that human latency slows business processes down and that communications-enabled business processes can remove human latency. It also mentions that 50% fewer calls may go through call centers in 5 years as more collaborative communications increase agility, communities, opportunities, revenue, simplicity, and productivity while lowering costs.
The document provides information about an upcoming conference on healthcare process improvement hosted by The Canadian Institute. The conference will take place over two days and feature speakers from hospitals, health regions, and provincial health ministries. Attendees will gain insights into process improvement and lean methodologies. They will hear success stories and learn how to reduce delays, improve turnaround times, tackle patient discharge challenges, and embed lean approaches at all levels to drive improvement and sustainability.
This document provides information about an upcoming conference on increasing customer satisfaction, including details about speakers, sessions, workshops, and registration. Some of the key points summarized are:
- The conference will provide strategies and lessons from industry leaders on driving revenue, achieving competitive advantages, and maintaining cost-effective customer experiences.
- Sessions and workshops will address topics like capturing customer insights, developing strategies for economic downturns, creating a unified culture for exceptional service, and leveraging tools and technology to enhance customer and agent satisfaction.
- Speakers include CEOs and executives from companies like GE, Disney, United Stationers Supply Co., and more who will share their experiences leading call centers and focusing on customer experience.
This document summarizes the costs and benefits of implementing OpenPM practice management software compared to traditional in-house systems. OpenPM offers lower upfront and ongoing costs through a monthly subscription model with no large capital expenses, maintenance fees, or long-term commitments required. It reduces investment risk and saves practices thousands per year compared to typical total ownership costs of in-house systems that are six times the initial software fee over five years. OpenPM provides full-featured software and strong customer support at affordable prices through its software-as-a-service model.
Customer experience management in telecomspdfTelecomsIQ
This document provides information about an upcoming conference on Customer Experience Management in Telecoms that will take place from January 24-27, 2011 in London. The conference will provide insights from executives at various telecom companies and opportunities to learn about developing, implementing, and leveraging successful customer experience management strategies. It will also include workshops, case studies, and a best practice exchange.
#C817 customer experience transformation on 15-16, 17 july 2014, organised by...Navik Numsiang
This document provides an agenda for a two-day customer experience transformation conference happening on July 15-16, 2014 in Bangkok, Thailand. The conference will feature 13 guest speakers from national and international organizations and will focus on topics like understanding customer experience, customer experience management strategies, harmonizing customer interactions across channels, evolving customer expectations online, and incorporating new technologies and trends into the customer experience. Attendees will learn how to drive profitable customer-centric strategies and transform their customer experience approaches through interactive discussions and case studies.
Great Customer Engagement Requires Great DataMarketo
Check out this Marketo LaunchPoint presentation featuring case studies from Informatica and Institute for Integrative Nutrition! You'll discover how to improve customer engagement by leveraging accurate customer data!
Consumer Behaviour
CASE: I Toyota
Q1. In what ways is Toyota’s new-product development system designed to serve customers?
• Toyota’s engineering system allows it to take a new car design from concept to showroom in less than four years versus more than five years for U.S. companies and seven years for Mercedes.
• This cuts costs, allows quicker correction of mistakes and keeps Toyota better abreast of market trends.
• Toyota can get its advanced engineering and design done sooner
• “We are closer to the customer and thus have shorter concept time."
• New products are assigned to a chief engineer who has complete responsibility and authority for the product from design and manufacturing through marketing and has direct contacts with both dealers and consumers.
• Superior Interorganizational or network learning.
• facilitate knowledge sharing
• Each worker serves as the customer for the process just before hers, she becomes a quality control inspector.
• Eliminating waste is just one-third of the equation for making lean successful. Eliminating overburden to people and equipment and eliminating unevenness in the production schedule are just as important—yet generally not understood at companies attempting to implement lean principles.
• Work to level out the workload of all manufacturing and service processes as an alternative to the stop/start approach of working on projects in batches that is typical at most companies.
Research Paper Writing
Writekraft Research and Publications LLP was initially formed, informally, in 2006 by a group of scholars to help fellow students. Gradually, with several dissertations, thesis and assignments receiving acclaim and a good grade, Writekraft was officially founded in 2011 . Since its establishment, Writekraft Research & Publications LLP is Guiding and Mentoring PhD Scholars.
Our Mission
“To provide breakthrough research works to our clients through Perseverant efforts towards creativity and innovation”.
Vision
Writekraft endeavours to be the leading global research and publications company that will fulfil all research needs of our clients. We will achieve this vision through:
Analyzing every customer’s aims, objectives and purpose of research
Using advanced and latest tools and technique of research and analysis
Coordinating and including their own ideas and knowledge
Providing the desired inferences and results of the research
In the past decade, we have successfully assisted students from various universities in India and globally. We at Writekraft Research & Publications LLP head office in Kanpur, India are most trusted and professional Research, Writing, Guidance and Publication Service Provider for PhD. Our services meet all your PhD Admissions, Thesis Preparation and Research Paper Publication needs with highest regards for the quality you prefer.
This document discusses techniques for mapping out service processes, including flowcharting and blueprinting. Flowcharting visually depicts the steps in a service process and how customer involvement varies by type of service. Blueprinting identifies key activities, distinguishes frontstage from backstage operations, and pinpoints potential failure points. The document provides examples of blueprinting a restaurant experience and discusses approaches to redesigning processes, such as eliminating non-value adding steps and increasing customer participation and self-service. Process redesign can help address issues like creeping bureaucracy and outdated practices.
This document provides information about an upcoming masterclass on mastering clinical trial documents. The masterclass will outline regulations related to the Trial Master File and explain how documents can be created and managed to ensure an inspection-ready file. Attendees will learn about documentation requirements, effective document management strategies, using records to enhance information sharing and facilitate operations, and improving inspection readiness to avoid burdensome preparations for audits. The full-day event will include presentations, discussions and activities on topics such as the Trial Master File reference model, electronic record requirements, inspection expectations, and archiving requirements and options.
Similar to Transitioning to eMedication Management Systems (20)
1. Dr Monica Trujillo
Chief Medical Information Officer
UNITINGCARE HEALTH
Regional Director of Medical
Services
ST STEPHEN’S, HERVEY BAY
Christine Giles
Chief Executive Officer
PORTLAND HOSPITAL
Libby Owen-Jones
Clinical Systems Project Director
AUSTIN HEALTH
Dr Thomas Payne MD
Medical Director, IT Services
UW MEDICINE
UNIVERSITY OF WASHINGTON
Benefits of attending
Preventing medication errors
to improve medication
safety
Ensuring system design
enables integration and
interoperability
Engaging clinicians to
ensure end user buy-in
Remaining patient centred
to achieve positive patient
safety outcomes
Key Speakers
Transitioning to
eMedication Management Systems
15th & 16th September 2015, Victoria University Convention Centre, Melbourne
Implementing eMM to drive improvements in medication safety
phone +61 2 9239 5785 fax +61 2 8188 1761 dssales@criterionconferences.com
Register 3 delegates at the ‘standard
price’ & bring a 4th delegate FREE!
Attend our closed door CIO Forum
Limited complimentary places for strategic
CIO roundtable. Apply now to avoid
disappointment.
Spaces are limited, book early to
avoid missing out!
> see inside for more
Pre & Mid
conference workshops
How to get started with
eMM implementation
How to achieve clinician
engagement
A
B
Media Partners
2. Workshops
Practical guidance to help you implement eMM in your organisation
SAVE $100 when you register
& pay by 14th August 2015*
How to achieve clinical engagement
Mid Conference Workshop B
Tuesday 15th September, 5:30pm – 8:30pm
Getting clinicians on board is possibly the most crucial element of taking
the eMM journey. The whole project can fall apart if you don’t have your key
stakeholders and end users decision support from square one. You need
the clinical community bought in, strengthening the clinical user interface
and ensuring a user friendly system is critical so consulting and designing
systems with the end user in mind is fundamental. While you are constrained
by what your software provider can offer, you need to keep the end user in
mind, the systems needs to be intuitive and user friendly. While the CIO and
Chief Pharmacist are driven by stock and cost and addressing interfacing
with other systems, the eMM system needs to hit the clinician sweet spot too.
This interactive workshop will cover the following key issues:
• Demonstrating the benefits for medication safety
• Consulting and communicating changes to those involved right across
prescription, dispensing and administration
• Electronic system support and staff training
• Getting change management right to prevent change fatigue
• Delivering a good user experience for the clinician
• Establishing good governance for meds management
• Ensuring staff feel that eMM is at the core of everything they do
Your workshop leader:
Sepehr Shakib
Director Clinical Pharmacology
Royal Adelaide Hospital
How to get started with eMM
implementation
Pre Conference Workshop A
Monday 14th September, 5:30pm – 8:30pm
Where do you start with implementing eMM? How do you start the planning
process? What needs to change first? This workshop is designed to provide
practical advice on the preparation needed to implement eMedication
management systems, taking you through the step by step journey, offering
insights into milestones defining the case for using eMM.
Attend this workshop to learn:
• How to manage competing interests in design
• Challenges and benefits of taking this journey
• Minimising risks by addressing system integration and system
interoperability
• Designing what works for your hospital
• How projects go wrong and the factors of influence
• Securing and keeping stakeholder engagement
• Planning and operationalising change management stages
• Preparing the leaders for the challenge
Your workshop leader:
Cheryl McCullagh
Director of Clinical Integration
Sydney Children’s Hospitals Network
CIO Lunch Forum
EXCLUSIVE Strategic roundtable event for Chief Information Officers
Tuesday 15th September, 1:00pm – 3:30pm
To register, call us on
+61 2 9239 5785
This discussion forum is specifically designed for Chief Information Officers,
running alongside the main conference as a ‘Chatham House Rules’ round
table group discussion. The CIO Forum provides the opportunity for one of
the most crucial stakeholders in the eMM journey to come together to share
experiences, exchange ideas, network and learn from each other and the
implementation of eMM in neighbouring hospitals or neighbouring states.
This is a closed door informal round table and working lunch in a trusted
environment with peers and colleagues working across eMM implementation.
Key areas for discussion:
• Making the business case for eMM implementation – how do we ensure
we achieve ROI on our eMM investment?
• Ensuring systems design enables integration and interoperability with
existing systems
• Demonstrating the benefits of eMM
• Improving the clinical user interface and achieving clinician buy in
There are limited places for this session, so to avoid disappointment book
your place now.
3. How To Register
Team Discounts
Register 3 delegates at the ‘standard price’ & bring a 4th delegate FREE
Please note that the standard price will be charged for team discounted registrations,
early bird prices are not available for registrations utilising team discounts.
Delegates must be registered at the same time from the same organisation in order to receive
the team discount. For larger group bookings call us on +61 2 9239 5785 to find out how you
may qualify for greater discounts.
Venue Accommodation
Victoria University Convention Centre
Level 12, 300 Flinders Street
Melbourne VIC 3000
Ph: +61 3 9919 1012
Delegate Details
Please complete: (Please photocopy for additional delegates)
DELEGATE ONE
Delegate Firstname: ____________________________________________________
Delegate Surname: _____________________________________________________
Job Title: ____________________________________________________________
Department/Branch: ____________________________________________________
Company/Organisation: __________________________________________________
Email: ______________________________________________________________
Telephone: _________________________ Mobile: _________________________
Postal Address: _______________________________________________________
Signature: ___________________________________________________________
Approving Manager’s Name: _______________________________________________
Cancellations
Should you be unable to attend, a substitute delegate is welcome at no extra charge.
The company regrets that no cancellations will be refunded, course documentation will,
however, be sent to the delegate. For an event cancelled by Criterion Conferences registration
fees are fully refundable.
Privacy Policy:
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Criterion Conferences ABN number: 50 878 562 414
Transitioning to eMedication
Management Systems
15th & 16th September 2015, Melbourne
aqua.3805
Rendezvous Grand Hotel, Melbourne
328 Flinders Street, Melbourne VIC 3000
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Ph: + 61 3 9250 1888
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4. To register
phone +61 2 9239 5785
fax +61 2 8188 1761
dssales@criterionconferences.com
Plus key contributions from:
Tony Abbenante
Department of Health Victoria
Dr Robin Mann
eHealth NSW
Sepehr Shakib
Royal Adelaide Hospital
Bhavini Patel
Royal Darwin Hospital
Kate Richardson
St Vincents Hospital
Barry Jenkins
Fiona Stanley Hospital
Dr Ian Coombes
Royal Brisbane and the
Womens Hospital
Silvia Fazekas
South Eastern Sydney
Local Health District
Cheryl McCullagh
Sydney Childrens Hospital Network
Sue Kirsa
Peter MacCallum Cancer Centre
Angela Ryan
eHealth NSW
Rosemary Burke
Concord Repatriation General
Hospital
SAVE $400 when
you register pay by
19th June 2015*
This conference will address how to:
• Prevent medication errors and adverse drug events to
improve patient safety
• Get system design right to ensure integration and
interoperability with existing systems
• Close the medications loop through eMM implementation
• Improve the clinical user interface, sell the vision and
achieve clinician buy in
• Remain patient centred to achieve positive patient safety
outcomes
Implementing eMM to drive improvements
in medication safety
Hospitals across Australia are beginning to think about the transition
towards the implementation of eMedication management eMM.
While all are at various stages of maturity in this implementation
there is always a crucial focus on improving patient safety. With
the national NSQHS standards fully established the need to meet
standard 4 – medication safety is critical.
Processes and systems need to be in place to evidence safe
medication management. The use of eMedication management
systems enables a clear process of medication dispensing and a
greater ability to track data and compliance with the medication
safety standard. There are obvious benefits to implementation, to
improve patient safety and drive organisational efficiency; but most
importantly to prevent medical errors and improve administration of
drugs and information flow.
•• Chief Information Officers
•• Directors of Pharmacy
•• Chief Medical Officers
•• Directors of Clinical Services
•• Directors of Nursing and
Nurse Unit Managers
•• Quality and Safety Managers
Sponsorship opportunities
We work closely with corporate partners to create unique
and innovative tailored sponsorship packages that best meet
your specific marketing, business development and corporate
entertainment objectives.
Contact Andrew Hodder on +61 2 9239 5745 or andrew.hodder@
criterionconferences.com and find out how you can make your mark
on this industry.
Who will attend?
5. Day 1
Tuesday 15th September, 2015
8:00 Registration, coffee networking
8:30 Welcome opening remarks from the Chair
Dr Robin Mann, eMM Program Director, eHealth NSW
Improving medication safety through eMM
10:00 NSW eMM journey update: The part eMedication
management can play in preventing adverse drug events
• Understanding what the problem is and why it is occurring
• What are the ways around it? Where are the solutions?
Dr Robin Mann, EMM Program Director
eHealth NSW
11:00 Morning tea networking
12:15 Using eMM systems in the context of the NSQHS standards
• Insight into audits undertaken, new implementations and error
reduction strategies
• Strategies to address high risk and IV medicines
• Interoperability of clinical systems for VTE and antimicrobial stewardship
• Achieving criteria signoff while ensuring sustainability and improvement
Kate Richardson, eMedications Pharmacist
St Vincent’s Hospital
1:00 Networking lunch
2:00 Preventing errors making the system safer
• Lessons learnt from the first NSW pilot site
• Improving safety and efficiency
• Balancing safety and alert overload
Rosemary Burke, Director of Pharmacy
Concord Repatriation General Hospital
Integration interoperability of systems
2:40 Are we there yet? From paper to integrated eMM in the
context of the greater eMR
• Cultural stages of eMR change
• Sharing the safety benefits and getting the dosage right
• Clinical champion trainees and workforce and workflow redesign
Cheryl McCullagh, Director of Clinical Integration
Sydney Childrens Hospital Network
3:30 Afternoon tea and networking
4:00 Implementing transformative change to full electronic
medication prescribing, dispensing administration
• Automating clinical care activities from prescribing to medication
administration and data sharing to improve access to patient data
• Staff training to ensure a smooth transformational change process
• Business continuity planning and building risk management into the
change process
• What are the next steps? How do you use the data and incorporate
the patients?
Libby Owen-Jones, Clinical Systems Project Director, Austin Health
4:40 Building the foundations for an integrated medications
solution
• Implementing the NSW electronic Record for Intensive Care Program (eRIC)
• Improving patient care and clinician satisfaction through effective clinical
decision support
Angela Ryan, ICCIS Program Manager – Design Stream, eHealth NSW
5:20 Closing remarks from the Chair close of Day One
CIO INTERACTIVE PANEL
11:30 eMM – Why bother?
• Selling the vision, securing funding and decision maker approval
• Demonstrating organisational efficiency potential
• Evidencing potential for increased safety and governance of systems
10:40 SPEED NETWORKING
KEYNOTE
8:40 Information Technology (IT) patient safety:
Successes, promise pitfalls to avoid
• Using IT to improve safety and quality of care
• Optimising IT tools for medication safety
• Making care more efficient with EMR
Dr Thomas Payne MD, Medical Director, IT Services
University of Washington
KEYNOTE
9:20 Victoria eMM journey update
• The vision for the future of eMM in Victoria
• How can this improve work flow and information sharing from hospital
to GP and Allied health professionals
Tony Abbenante, Manager System Integration ICT Lead
Department of Health Victoria
Mid Conference Workshop B commences
See page 5
6. Day 2
Wednesday 16th September, 2015
SAVE $200 when you register
pay by 17th July 2015*
8:00 Welcome, coffee networking
8:30 Opening remarks from the Chair
Dr Ian Coombes, Director of Pharmacy, Royal Brisbane and Womens Hospital
Adjunct Associate Professor, School of Pharmacy, University of Queensland
Implementation – eMM journey best
practice showcase
10:10 Lessons learnt from a 10 year journey to implement in the NT
• Addressing the risks associated with eMM
• Demonstrating the patient safety outcomes
• Integrating access to meds information across primary care and in-hospital
Bhavini Patel, Director of Pharmacy, Royal Darwin Hospital
10:55 Morning tea and networking
11:25 Insights from development of the national in patient
medication chart – 30 +10
• Lessons learned from prescribing error analysis
• National in-patient safety medication chart development
• Driving forward data analysis and benchmarking to improve auditing
• Facilitating training and development for safe prescribing and
medication management
Dr Ian Coombes, Director of Pharmacy, Royal Brisbane and Womens Hospital
Adjunct Associate Professor, School of Pharmacy, University of Queensland
12:10 Integrating automated dispensing robots in a closed system
• Lessons learned from early implementation for chemotherapy through to
second generation
• Using storage and picking system to improve drug accountability
Sue Kirsa, Director of Pharmacy, Peter MacCallum Cancer Centre
12:50 Closed Loop Medicines Management: The vision journey in
a new acute care hospital
• What are the design considerations and factors which influence selection of
eMM solutions
• The complexity and challenge of medicines automation implementation
• Effective governance, ownership and change management for a
successful implementation
Barry Jenkins, Chief Pharmacist, Fiona Stanley Hospital
1:30 Networking lunch
Achieving clinical engagement
2:30 Working across medical, pharmacy nursing to improve
medication management across the continuum of care
• Undertaking closed loop eMM
• eMM as part of a patients integrated EHR
• Increasing patient safety reducing adverse events
Christine Giles, Chief Executive Officer, Portland Hospital
3:10 How to make friends with clinicians influence them to be
better prescribers
• Designing intuitive systems that are user friendly
• Examples of successes and failures in implementing e-prescribing
• Delivering a good user experience for the clinician
Sepehr Shakib, Director of Clinical Pharmacology, The Royal Adelaide Hospital
3:50 Afternoon tea networking
4:50 Using staff education training to leverage medication
safety aspects of eMM systems
• eMM training challenges and opportunities
• Increasing awareness of system features to improve handling of meds
• Ensuring clear accountability and transparency during administration
Silvia Fazekas, eMEDs Project Manager
South Eastern Sydney Local Health District (SESLHD)
5:30 Closing remarks from the Chair close of Conference
HYPOTHETICAL INTERACTIVE DISCUSSION
4:20 How can we prevent medication errors?
• What will medication safety look like in 10 years’ time?
• Recognising the impact of medication errors
• What processes are being put in place to mitigate risk?
KEYNOTE
9:25 Closed loop medication: Making it happen for
the hospital the clinician
• Insights from the first fully digitally integrated hospital in Australia
• Lessons learned in clinical medication safety
• Partnering with your clinicians – the only way to do it
Dr Monica Trujillo
Chief Medical Information Officer
UnitingCare Health
Regional Director of Medical Services
St Stephen’s, Hervey Bay
KEYNOTE
8:40 Linking research the clinical environment to
progress the journey from paper to electronic
• Fit for purpose - implementing clinical decision support - to what
purpose and does it fit?
• Learning from experience, integrating research and clinical care
• Alert or fatigued, dealing with drug interactions
Associate Professor Matt Doogue, Clinical Pharmacologist
Christchurch Hospital, Otago University