Nebraska Hospital Association: eBulletin

As a health care professional, you know there are unique pressures that simply come from working in this kind of job. Yet, there are days when you think you just can’t take another cross word from a disgruntled patient, ice-cold response from a faceless insurance company bureaucrat or unreasonable demand from a co-worker. Wouldn’t it be great if you could find answers to your pressing work problems in a fast-paced and exciting workshop that will only take you out of the office for one day? Attend this seminar and in six short hours you will learn the secrets of delivering powerful customer service to internal and external customers – as well as your patients and their families – and eliminate many of the frustrations you feel at work every day. Designed specifically to address issues unique to health care professionals, this training is a must for everyone who has contact with patients – whether it’s face-to-face, over the phone or in writing.

You’ll learn proven strategies for defusing the most agitated patient, powerful communication skills to help you cut through tangled balls of red tape, and stress-reduction techniques guaranteed to re-energize you no matter how long you’ve been worn down. Plus, for health care professionals who deal with life and death matters, you’ll gain insightful tips on how to effectively comfort and console patients and their families who receive life-altering news, while still maintaining your professionalism. And best of all, everything you learn is proven, practical and immediately applicable the moment you return to work. You’ll easily be able to share your new found skills with everyone in your organization to create customer service excellence from top to bottom.

Participants will learn:

v The foundations of quality customer service

v Making your patients feel like VIPs

v Handling emotional situations unique to the health care industry

v Relieving your on-the-job stress

v Developing your communication skills

v Why customer service excellence should be just as important to you as a health care provider as it is to any other business professional

v How to cope with difficult patients

v Stress-busting tips that will keep you from becoming overwhelmed and burned out

v How to better serve the needs of your patients

Who Should Attend:

v Medical professionals, including nurses and physician assistants

v Patient care representatives

v Office managers and medical assistants

v In-home care providers

v Anyone in the health care industry who interacts one-on-one with patients or their families

Faculty:

Libby Magill is a career Customer Service Professional. She has 24+ years' experience in a variety of professional organizations, colleges, universities and health care. Her area of expertise is guest relations and communications. She has a wealth of knowledge in training both professional as well as para-professional staff regarding issues of customer service. Ms. Magill was a member of the Association of Collegiate Conference and Event Professionals – International for twelve years where she served as a board member, vice president and president. She was the first member of ACCED-I to be certified in the association’s certification program. Ms. Magill served as the Director of Conference Services at the Brasstown Valley Resort in Georgia for five years, and is currently responsible for customer service training and university event management at Middle Tennessee State University in Murfreesboro, Tennessee.

Registration:

Click here to register for Customer Service for Health Care Professionals. Registration fee is $150 per person for NHA member hospital employees, $175 for non-members. Fee includes instruction, materials, lunch and refreshments.

NHA Mid-Year Meeting & NHA/HFMA Golf Tournament

June 11-13, 2008
Holiday Inn Convention Center
110 Second Avenue, I-80 Exit 272
Kearney, Nebraska
(308) 237-5971

Kearney Country Club
2800 Nineteenth Avenue
Kearney, Nebraska
(308) 234-3151

Program:

The 2008 NHA Annual Mid-Year Meeting and Golf Tournament will be held June 11-13, 2008 in Kearney, Nebraska. The theme for the 2008 NHA Mid-Year Meeting is “Going Green: Healthy Hospital Environments & Sustainability." Patients and staff are more aware than ever of the benefits of going green because it is good for the environment. Many will make green choices, but the big question remains – what will it cost? Hospitals have the great potential to effect positive change by seeing opportunities to influence their own operations. Making these green choices is necessary for sustaining growth and profitability in the future. Sessions during this year’s Mid-Year Meeting will provide an overview of “hot” environmental topics including construction and operations, green cleaning, pollution prevention and waste reduction. Join your hospital colleagues in committing to preserve the environment and promote responsible use of resources.

Topics Include:

v Green Guide for Health Care: Construction and Operations

v MetroHealth Project Certification – Leadership in Energy and Environmental Design (LEED) green building rating system

v The Soft Side of Going Green

v Partners in Pollution Prevention

v Sustainability 101 for Health Care Professionals

v Nebraska Materials Exchange Program

Special ACHE Category I “In-a-Box” Session on Friday
(non-ACHE members may attend)

v Managing for Morale: Effective Management Techniques to Retain Your Staff

Sponsors Reception/Entertainment with Tim Gabrielson, Comic/Magician

Join us for the Mid-Year Sponsors’ Reception and Dinner with comic/magician, Tim Gabrielson. Mr. Gabrielson has one goal when he steps on stage: Keep It Funny. A native of Minnesota, Tim began performing at a local theme park at age 16. His comedic wit and natural timing combined with magical prowess quickly made him a park favorite and landed him a contract with a local agency. He soon became one of the Midwest's youngest and fastest rising entertainers.

NHA-HFMA Mid-Year Golf Tournament

The Mid-Year Golf Tournament is always one of the favorite events of the year. On Wednesday, June 11, enjoy the beautiful Kearney Country Club Golf Course and the camaraderie of other health care professionals, affiliate members, and members of the HFMA Nebraska Chapter. After the tournament, relax during the post-tournament awards party at the clubhouse. (Registration begins at 8:00 a.m. and tee off at 9:00 a.m.)

The Kearney Country Club has been prospering for over 85 years. Its rich heritage and picturesque 18-hole course set it apart. The now infamous island green, Hole #17, was completed in 2004 and is the only one in the state. In fact, more than half of the course is currently surrounded by Kearney Lake and the Kearney canal. In addition to the course’s scenic views, the Club offers two practice greens, a full driving range, ample cart storage, frequent golf and social events, tennis courts, excellent dining, and a multitude of special occasion facilities and services.

Click here to download a program brochure and registration information.

2008 National Hospital Week

May 11-17, 2008
Theme: "Where Healing Happens Every Day"

National Hospital Week (NHW) focuses public attention on the many contributions hospitals make to their communities and is a traditional time for hospitals to recognize staff and volunteers. NHW has been celebrated since 1921, when a magazine editor suggested that more information about hospitals might alleviate public fears about the “shrouded” institutions of the day. From that beginning, NHW has grown into the nation’s largest health care event. To download a planning guide and product guide for ordering promotional products, visit www.imprintmall.com/hospitalweek/, or call (800) 822-1923.

May Webinars & Audioconferences

New viewing format. Click on any program title for full program description.

Implementing a Clinical Case Management Model
May 1, 2008
12:00 p.m. – 2:00 p.m. (Central)

Emergency Department (ED): Coding, Billing, and Reimbursement
May 6, 2008
8:30 a.m. – 10:00 a.m. (Central)

The Joint Commission: The New Survey Process
May 6, 2008
12:00 p.m. – 2:00 p.m. (Central)

Conducting an EMTALA & Emergency Department Audit
May 7, 2008
10:00 a.m. – 12:00 p.m. (Central)

Decision Focus®: Critical Thinking in Action
May 7, 2008
1:30 p.m. – 3:00 p.m. (Central)

Chargemasters: Charge Capture Assessments
May 8, 2008
11:00 a.m. – 1:00 p.m. (Central)

Serious Reportable Errors in Health Care: Implementing a No Charge Policy for the 28 Never Events
May 8, 2008
9:00 a.m. – 10:15 a.m. (Central)

Streamlining & Increasing Patient Flow Throughout the Organization Ensuring Compliance with The Joint Commission
May 8, 2008
12:00 p.m. – 1:30 p.m. (Central)

Basic RBRVS – Resource Based Relative Value System
May 9, 2008
10:00 a.m. – 12:00 p.m. (Central)

Financing for Future Flexibility
May 13, 2008
10:00 a.m. – 11:30 a.m. (Central)

The Joint Commission: National Patient Safety Update
May 13, 2008
12:00 p.m. – 2:00 p.m. (Central)

Aligning Compensation Incentives with Compliance and Patient Care Outcomes
May 13, 2008
10:00 a.m. – 11:00 a.m. (Central)

Fixing Your Emergency Department (ED): Making and Sustaining Substantial Improvements in Throughput, Quality, Satisfaction, Service and Revenue
May 13, 2008
9:00 a.m. – 10:00 a.m. (Central)

High Stakes Communication Series: Hand Off Communication (Session 4)
May 14, 2008
10:30 a.m. – 11:30 a.m. (Central)

Do Not Delete! Protecting Yourself from New Legal Hazards for the Information Age
May 14, 2008
1:30 p.m. – 3:00 p.m. (Central)

Getting a Seat at the Table with Lean (Process Improvement) Initiatives
May 15, 2008
12:00 p.m. - 1:30 p.m. (Central)

Managing Joint Commission Standards for Environment of Care® Series (Hazardous Materials & Waste EC.3.10)
May 16, 2008
1:30 p.m. – 3:00 p.m. (Central)

The Joint Commission: Medication Management at Your Hospital
May 20, 2008
12:00 p.m. – 2:00 p.m. (Central)

Critical Storage Monitoring within a Hospital: Current Regulations and Requirements
May 21, 2008 (NOTE: Rescheduled from April 9, 2008)
1:30 p.m. – 3:00 p.m. (Central)

Preferred Work Behaviors – The Matrix Analysis Process
May 22, 2008
12:00 p.m. – 2:00 p.m. (Central)

The Joint Commission: Disruptive Practice Standards
May 22, 2008
12:00 p.m. – 2:00 p.m. (Central)

Sorry Works! How Disclosure, Apology, and Relationships Prevent Medical Malpractice Claims
May 22, 2008
11:00 a.m. – 12:00 p.m. (Central)

MRI Safety
May 27, 2008
12:00 p.m. – 2:00 p.m. (Central)

Emerging Strategies for Hospital-Physician Alignment and their Implications for Capital Projects
May 28, 2008
10:00 a.m. – 11:30 a.m. (Central)

Improving Alignment for Strategy Execution
May 29, 2008
1:30 p.m. – 3:30 p.m. (Central)

Western Regional Trustee Symposium Registration Deadline May 16, 2008

The registration deadline for the 12th Annual Western Regional Trustee Symposium is May 16, 2008. Online registration is available at www.trusteesymposium.org. The Nebraska Hospital Association participates in the sponsorship of this symposium along with eight other state hospital associations and the American Hospital Association. It is a tremendous educational opportunity for hospital trustees, board members and CEOs.

Featured keynote speakers and topics at this year’s meeting include:

Disruptive Governance: The Board’s Role in Leading Change

Jamie Orlikoff, President, Orlikoff & Associates

Do Better Boards Have Better Hospitals? Emerging Theories About Governance Effectiveness

Dr. Kathryn McDonagh, PhD

Boards on Board

Michael Pugh, President & Chief Executive Officer, Verisma Systems, Inc.

Responsibility for the Future: Leadership Commitment to Success

Clint Maun, CSP, Senior Partner, Maun-Lempke

9 Concurrent Sessions, Trustee Toolkit Experience and AHA’s Health Care Reform Framework are also offered.

This year’s meeting is being held June 4-6, 2008 at the Boise Centre on the Grove in Boise, Idaho. You are encouraged to reserve your lodging early as the room block is limited and will end on May 4, 2008. The conference registration deadline is May 16, 2008. Take advantage of the multiple registrant discount by registering four or more individuals under one payment.

SIDS & Shaken Baby Prevention Materials Available for Birthing Hospitals & Medical Facilities

Sudden Infant Death Syndrome (SIDS) is the leading cause of death for babies one to 12 months old. The deaths remain unexplained after a thorough case investigation, including performance of a complete autopsy, examination of the death scene, and review of the clinical history. Experts cannot predict which babies will die of SIDS.

To protect the health of Nebraska’s children, the Nebraska Legislature in 2006 passed a law requiring that every hospital, birth center, or other medical facility that discharges a newborn to request each maternity patient, and father of a newborn child, if available, view a video presentation and read printed materials approved by the Nebraska Department of Health and Human Services (DHHS), on the dangers of shaking infants and children, the symptoms of shaken baby syndrome, the dangers associated with rough handling or striking of an infant, safety measures which can be taken to prevent SIDS, and the dangers associated with infants sleeping in the same bed with other children and adults.

DHHS has produced a “Safe Sleep for Your Baby and Shaken Baby Syndrome” informational video, in addition to printed brochures about safe sleep for babies and preventing shaken baby syndrome. Brochures are available in English and Spanish. To order videos or brochures, or for more information, go to http://www.dhhs.ne.gov/sids/ or contact Sue Huffman at 402/471-1938 or sue.huffman@dhhs.ne.gov

New NHA Education E-Store Titles

It's Easy Being Green: A Handbook for Earth-Friendly Living
By Crissy Trask

Go Green, Live Rich: 50 Simple Ways to Save the Earth and Get Rich Trying
By David Bach, Hillary Rosner

To purchase these or many other items click here to visit the NHA e-store.

Other Health Care Educational Opportunities

Melanoma Monday Webinar
May 5, 2008 (9:30 a.m. – 11:00 a.m. Central)
Sponsored by Nebraska CARES, guest speaker Dr. Griess, Nebraska Dermatological Society
Register by contacting Jennifer.dunavan@dhhs.ne.gov

6^th Annual Biopreparedness Symposia Series
May 6-8, 2008
Holiday Inn Hotel & Convention Center
Kearney, Nebraska
Register online at www.bioprepare.org

Evidence for Effective Upper Extremity Rehabilitation Among Patients with Stroke: Present Perspectives – Future Prognostications
May 7, 2008
Boys Town National Research Hospital Auditorium
Omaha, Nebraska
For more information visit http://cme.creighton.edu/programs/seminars

National Rural Health Association Annual Conference
May 7-10, 2008
New Orleans, Louisiana
For more information visit http://www.nrharural.org/conferences/

2008 Nebraska Healthcare Quality Forum
May 13, 2008
Lincoln, Nebraska
For more information visit http://www.cimronebraska.org/Events.aspx

2008 Governor’s Conference on Aging
May 14-15. 2008
Ramada Inn
Kearney, Nebraska
Contact Penny Clark at (402) 471-4547 or penny.clark@dhhs.ne.gov

Women’s Health Symposium
May 16, 2008
Embassy Suites
Lincoln, Nebraska
For more information visit www.dhhs.ne.gov/womenshealth/WHS.htm

Depression: Out of the Shadows
May 21, 2008
PBS Health Campaign (8:00 p.m. CT (PBS, NPS, NOLA code OUDA)

The Environmental Health Consequences of Clandestine Methamphetamine Laboratories
May 23, 2008
8:00 a.m. – 4:00 p.m.
Eppley Science Hall Auditorium
University of Nebraska Medical Center
Omaha, Nebraska
Register at http://www.trainex.org

Embracing the Wellness of Native American Communities
May 28-30, 2008
University of Nebraska-Lincoln
Department of Academic Conferences
To register visit conferences@unl.edu or call (402) 472-9334

Public Health Grand Rounds – Standards, Accreditation and Improvement – Raising the Bar of Public Health Performance
May 29, 2008
Register at www.publichealthgrandrounds.unc.edu

Questions/Comments

This electronic bulletin is compiled monthly by the Nebraska Hospital Association. The aim is to provide members with accurate, up-to-date and timely information and resources relating to health care education.

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