Keynote PresentationHealthcare Industry Trends and Assumptions

Closing SessionHCAHPS and Willingness to Recommend: What Senior Leadership Can Do Next

2013 CHA Healthcare Executive Summit

Connecticut hospitals, like those across the nation, are in a race to shape their future—a future that will require bold innovation, critical thinking, and transformational change to address the unprecedented challenges triggered by health reform.

The 2013 CHA Healthcare Executive Summit will focus on both strategic and tactical plans healthcare leaders must implement to meet expectations from those they serve for improved clinical and financial performance, high patient satisfaction, and broad responsiveness to their communities.

Robert Reilly, Chief Marketing Officer, GE Healthcare, returns to CHA at members’ request following his dynamic presentation at the CEO Forum last November. He will provide a thought-provoking presentation on the industry trends and assumptions that are driving new healthcare models, and GE’s unique perspective on addressing the threats and opportunities health reform presents to major industrial organizations.

With value-based purchasing taking on increasing influence in shaping new payment systems, CHA is extremely pleased to have Susan Keane Baker join us to discuss the connection between meeting patient expectations and financial sustainability of the hospital. Ms. Baker is an author and nationally recognized speaker who will discuss specific, practical options senior leaders have implemented to move the dial on HCAHPS rankings.

Tuesday, February 26, 2013

Registration and Breakfast:Program:

8:15 a.m. - 8:45 a.m.8:45 a.m. - 12:30 p.m.

Robert ReillyChief Marketing OfficerGE Healthcare Americas

Susan Keane BakerAuthor and Nationally-Recognized Speaker

Co-Sponsored with

Agenda

8:15 a.m. – 8:45 a.m. Registration and Continental Breakfast

8:45 a.m. – 9:00 a.m. Welcome and Opening Remarks

9:00 a.m. – 10:30 a.m. Keynote PresentationHealthcare Industry Trends and AssumptionsRobert ReillyChief Marketing Officer, GE Healthcare Americas

The U.S. healthcare system is undergoing a complete transformation brought about by many factors including massive provider consolidation, intense reimbursement pressure, new industry entrants, and new business models. This session will offer attendees a look at a global healthcare vendor’s unique perspective on this change and describe the strategies and investment decisions that will be implemented based on the rapid evolution of the healthcare market. Mr. Reilly will also describe how large employers—in this case GE with over 600,000 employees and $3 billion in health related costs—will change health benefit platforms to remain viable in an increasingly competitive market.

At the conclusion of this session, participants will be able to:• Assess the magnitude of change facing the U.S. healthcare industry in the next five years, including emerging new

healthcare models. • Describe how large healthcare vendors are adjusting their benefit strategies to position themselves for new

industry realities.

10:30 a.m. – 10:45 a.m. Break—Visit Sponsors

10:45 a.m. – 12:15 p.m. Closing SessionHCAHPS and Willingness to Recommend: What Senior Leadership Can Do Next Susan Keane BakerAuthor and Nationally-Recognized Speaker

The willingness to recommend (WTR) question on patient satisfaction surveys is a macro-level measure that may be perceived as impossible to influence. Yet to move the dial on your HCAHPS rankings in a world where patient consumerism is growing, organizations much be concerned about this measure that trumps everything else in meeting and exceeding patient expectations. This presentation will focus on specific actions senior leaders can implement to enhance patients’ likelihood to recommend. Content will include:• Best practices of hospitals with WTR of 90% or more• Social media, online reviews• What you need to stop saying to patients and families• The best advocates you’re not watching

At the conclusion of this session, participants will be able to:• Outline rapid service improvements to create consistent, reliable experiences. • Assess effective and ineffective testimonial management.• Discuss 12 questions to map out your strategy.

12:15 p.m. – 12:30 p.m. Evaluations

• Effective and ineffective testimonials• Who talks, who walks? Tracking exit, voice, and

loyalty• 12 questions to map out your strategy

Speaker Profiles

Susan Keane Baker, MHA, is the author of Managing Patient Expectations: The Art of Finding & Keeping Loyal Patients, ranked #3 on Amazon’s list of 100 top sellers in the general medicine category. With Leslie Bank, she is co-author of “I’m Sorry to Hear That…” Real Life Responses to Patients’ 101 Most Common Complaints About Healthcare.Ms. Baker is an experienced healthcare professional with 17 years of experience as vice president at New York and Connecticut hospitals. She also directed the quality initiatives program for a national PPO with 19 million members.She is a Commissioner of the Connecticut State Commission on Medicolegal Investigations. From 2008-2011, Ms. Baker served as a member of the Board of Examiners for the Malcolm Baldridge National Quality Award. She earned her MHA from SUNY Stony Brook.

Robert Reilly is Chief Marketing Officer for the U.S. and Canada, where he is responsible for driving the go-to-market strategy for the largest region in GE Healthcare. He joined GE as part of its Financial Management Program after graduating from the University of Michigan with a Bachelor’s in Business Administration. After four years of working globally on process improvement projects across GE’s industrial businesses, he became Staff Executive to GE’s Chief Financial Officer, responsible for driving initiatives globally across the Finance function as well as investor relations activities.He has served in several roles at GE Healthcare—CFO for the Americas Service business, General Manager—Contractual Services, responsible for risk and portfolio management, and General Manager–Services Sales and Marketing, responsible for all Services commercial activities in the Americas. Prior to his current position, he was General Manager–Performance Solutions leading GE Healthcare’s increased focus on solutions growth and healthcare system optimization.

Driving Directions Connecticut Hospital Association

110 Barnes RoadWallingford, CT 06492-0090

203-265-7611Traveling from New Haven on I - 91 North:Take Exit 15. At the end of the exit ramp, turn left onto Route 68 West. Proceed 0.9 miles to the 5th traffic light (not counting light at end of ramp); turn right onto Barnes Road. Proceed on Barnes Road through one traffic light. A CHA sign will be on the right. Turn right into driveway just before the sign.

Traveling from Hartford on I - 91 South:Take Exit 15. At the end of the exit ramp, turn right onto Route 68 West. Proceed approximately 0.8 miles on Route 68 to the 4th traffic light (not counting light at end of ramp); turn right onto Barnes Road. Proceed on Barnes Road through one traffic light. A CHA sign will be on the right. Turn right into driveway just before the sign.

From Wilbur Cross Parkway North (Route 15):Take Exit 66. At the end of the Exit ramp, turn left onto Route 5 South. Proceed approximately 0.25 mile to 3rd traffic light. Turn left up short hill to next traffic light. Turn left onto Route 68 East. At first traffic light, turn left onto North Main Street Extension. Take first right onto Barnes Road. CHA is the second building on the left.

From Wilbur Cross Parkway South (Route 15):Take Exit 66. At the end of the exit ramp, turn left onto Route 5 South. Proceed approximately 0.25 mile to 4th traffic light. Turn left up short hill to next traffic light. Turn left onto Route 68 East. At first traffic light, turn left onto North Main Street Extension. Take first right onto Barnes Road. CHA is the second building on the left.

From Interstate 84:Take Exit 27 and proceed on Route 691 East to Wilbur Cross Parkway Southbound. Take Exit 66. At the end of the exit ramp, turn left onto Route 5 South. Proceed approximately 0.25 mile to 4th traffic light. Turn left up short hill to next traffic light. Turn left onto Route 68 East. At first traffic light, turn left onto North Main Street Extension. Take first right onto Barnes Road. CHA is the second building on the left.

Registration Form: 2013 CHA Healthcare Executive SummitTuesday, February 26, 2013

Organization:___________________________________________________________________

Registrant #1:Name: ___________________________________________________ Phone: _________________________________ Title:_____________________________________________________ E-Mail: _________________________________

Registrant #2:Name: ___________________________________________________ Phone: _________________________________ Title:_____________________________________________________ E-Mail: _________________________________

Registration Fees:$175 per person for Acute Care Hospital Member attendees. $225 per person for CHA Other Member attendees.$375 for each Non-Member attendees.

Payment: o Please bill my institution (CHA Members Only). o Check enclosed: $_______________P.O.# (if required by institution): __________________ o American Express o Visa o MasterCard o Discover

Account Number: ________________________________________________ Expiration Date: _________________

Billing Street Address: _____________________________________________________ Zip Code: ______________

Signature: _____________________________________________________________________________________

Mail or Fax Registration Form and Payment to: Education Services, CHA, 110 Barnes Road, Wallingford, CT 06492-0090 or Fax to (203) 284-9318.

Cancellations received 10 business days prior to the program date will receive a full refund minus a $25 per person administrative fee. After that time you may send a substitute but there is no refund. CHA members may only substitute with another CHA member to qualify for the member rate. In the event of inclement weather, call (203) 265-7611 after 6:30 a.m. and select option #4 for a cancellation update.

Accessibility Note: If you require auxiliary aids or services to attend this program, please contact us in advance at educationservices@chime.org or (203) 294-7263.

For additional information, please contact CHA Education Services at 203-294-7263 or educationservices@chime.org.

AccreditationConnecticut Hospital Association-CHA is an Approved Provider of Continuing Nursing Education by the Connecticut Nurses’ Association, an Accredited Approver by the American Nurses Credentialing Center’s Commission on Accreditation.

This Activity has been planned and implemented in accordance with the Essential Areas and Policies of the Accreditation Council for Continuing Medical Education (ACCME) through the joint sponsorship of The John D. Thompson Hospice Institute for Education, Training and Research, Inc. and The Connecticut Hospital Association. The John D. Thompson Hospice Institute for Education, Training and Research, Inc. is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians. The John D. Thompson Hospice Institute for Education, Training and Research, Inc. is pending designation of this educational activity for AMA PRA Category 1 Credits™. Physicians should only claim credit commensurate with the extent of their participation in the activity.

DISCLOSURE: The members of the Planning Committee and speakers have made full disclosures. Robert Reilly has disclosed that he has a commercial interest in a health-related company: GE Healthcare. However, his presentation has been reviewed and the content has been determined to be free from commercial bias.

This program is pending approval of Qualified continuing education credit through the American College of Healthcare Executives (ACHE).