Wednesday, 1:00 – 1:50 pm
Health Care Reform: Leading the Transformation
Traci Haynes, MSN, RN, BA, CEN, Director, Clinical Services, LVM Systems & Suzanne Wells, RN, BSN, Manager, Answer Line, St. Louis Children’s Hospital, St. Louis, MO
With passing of the Patient Protection and Affordable Care Act, our healthcare system is experiencing major change. How can your call center support your organization through this transformation in providing care coordination and transition management? We’ll learn what this means and how one call center pilot project has been developed. A brief overview of the Institute of Medicine (IOM) and the Future of Nursing report will also be provided.
Wednesday, 2:00 – 2:50 pm
Post Discharge Phone Calls: Balancing Customer Service and Clinical Needs
Teresa Hegarty, RN, Clinical Nurse Manager, Children’s Hospital Colorado, Aurora, CO
Post discharge phone calls are becoming more common in hospital settings. These calls support the continuum of care providing the bridge between the hospital stay and the next physician visit. They also contain meaningful data that is useful for individual departments and the hospital as a whole. Clinical and non-clinical areas of concern can be identified, quantified and monitored for change. This presentation will help to identify Centaurus features in your LVM tool kit that will help gather and summarize family feedback in order to improve the patient experience.
Wednesday, 3:00 – 4:00 pm (Panel Discussion-Clinical/Marketing)
Medical Home Concept - What Is Your Organization Doing to Meet the New Regulations and How Are You Incorporating your Healthcare Call Center into that Picture?
The Panel will consist of Advisory Committee Members, LVM Clinical Staff, and other Users
Thursday, 7:45 – 8:15 am
Breakfast with the Doctors – Clinical Benchmarking Results
Dr. Bart Schmitt & Dr. David Thompson
Thursday, 9:30 – 10:20 am
Stroke’s Golden Hour: Providing Feedback to Rural Hospitals through Centaurus Reporting
Donna Williams, RN, ANGELS Call Center Manager and Susan Smith Dodson, MBA, BSN, RN, University of Arkansas for Medical Sciences, Little Rock, AR
In acute stroke treatment, there is a ‘golden hour’ in which the medical team attempts to complete a protocol assessment in order to determine if a stroke victim is a candidate for a clot busting medication, Alteplase (t-PA). The CDH Call Center at UAMS facilitates a telestroke program called AR SAVES. Data related to patient care is collected in customized surveys and reports allowing the call center to give feedback to participating hospitals in an effort to improve outcomes and meet the goal of the ‘golden hour.’
Thursday, 10:30 – 11:20 am
Q & A Open Forum
Dr. Bart Schmitt & Dr. David Thompson are joined by Kelli Massaro, Level IV RN, QI and Education Coordinator, Children’s Hospital Colorado, Aurora, CO
Join your clinical service peers in an open networking session with our panel. Discuss strategies, challenges and solutions.
Thursday, 1:00 – 1:50 pm
Release with Care: Reducing Hospital Readmission
Mark Dwyer, COO; Traci Haynes, MSN, RN, BA, CEN, Director, Clinical Services, LVM Systems; & Amy Birney, MPH, MCHES, Research Scientist, ORCAS, Eugene, OR
As part of the Affordable Care Act recently passed by Congress, hospitals with excessive readmissions will face 1 percent to 3 percent reductions in Medicare base diagnosis-related groups (DRG) rates starting in fiscal year 2013. This session will discuss the recent changes in the law and present a comprehensive solution LVM has developed in conjunction with ORCAS, a firm specializing in evidence-based condition management solutions.
Thursday, 2:00 – 2:50 pm
Triage Nurse Performance Evaluation
Tammy Simon, RN, MSN, Proactive Health Program Manager, Marshfield Clinic, Marshfield, WI
The Triage nurse evaluation is multi-faceted. Call recording, document review to include guideline use, patient satisfaction and employee self development are important components of the employee evaluation.
Thursday, 3:00 – 3:50 pm
Post Discharge Calls: Impact on Patient Satisfaction
Janie Dail, RN, MHA, MBA, Program Director, UNC Health Care, Chapel Hill, NC
The University of North Carolina Health Care Clinical Call Center successfully implemented a hospital discharge call back program with the goal of increasing patient satisfaction through increased return rates of surveys. All acute care patients are called 24–48 hours following discharge. The discharge call back program also offers patients an opportunity to receive resolution of care issues following discharge which furthers patient satisfaction. Since this program commenced as part of a nursing led institution-wide satisfaction initiative, the scores have increased over 30 percentile points.
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