Opening Session

SUNDAY, OCT. 17

3:30-5 p.m.

 

“Complexity Theory and Its Impact on Risk: Going to the Edge”

 

Brenda Zimmerman, Ph.D.

Director, Health Industry Management Program

Associate Professor of Strategy/Policy

Schulich School of Business, York University, Toronto, Ontario

 

Health care organizations are textbook examples of human systems where chaos and complexity theories apply, and ASHRM is pleased to welcome the woman who wrote the book on the topic. Brenda Zimmerman, who co-authored Edgeware: Insights from Complexity Science and Health Care Leaders, will identify the skills risk managers need – and may already have – to thrive in their complex environments. She’s also adept at teaching the power of inquiry and will show how changing the nature of a question can shape the solutions. (Zimmerman will also be signing copies of her book.)

 

MONDAY, OCT. 18

8:30-10 a.m.

 

“Releasing Service Brilliance, Reaping the Benefits”

 

Simon T. Bailey

Author and Founder, Imagination Institute, Inc., Orlando, FL

 

If patient care is customer service, then “Releasing Service Brilliance” is key to our industry’s efforts to forge a better future. In his high-impact keynote presentation, former Walt Disney Co. executive Simon T. Bailey will demonstrate how organizations can reap lasting benefits when they encourage staff members to discover their unique purpose and release their brilliance. Learn how to lose self-limiting belief systems, reconnect to your internal purpose, celebrate your distinctiveness, and rekindle the fire of happiness and hope.

 

TUESDAY, OCT. 19

8:30-10 a.m.

 

“High Reliability Organizations: What Risk Managers Need To Know”

 

Karlene Roberts, Ph.D.

Professor, Haas School of Business, University of California, Berkeley, CA

 

Is your organization high reliability or low reliability? Health care risk managers need to understand the issue because the difference between high and low can mean drastic differences in staff performance, patient outcomes and profitability. As a leading authority on organization characteristics, Dr. Karlene Roberts will define the processes underlying high and low reliability, share examples of each type and reveal findings from one health care organization that applied high reliability principles to its care delivery.

 

Closing Session

WEDNESDAY, OCT. 20

10-11 a.m.

 

“New Approaches To Understanding and Nurturing Patient Loyalty”

Fred Lee

Fred Lee & Associates, Inc., Orlando, FL

While a senior VP at Florida Hospital in Orlando, Fred Lee developed a nationally acclaimed guest relations program. Now as a consultant, he has provided training services to nearly 100 hospitals and written a book titled If Disney Ran Your Hospital: 9½ Things You Would Do Differently. As our closing keynoter, Lee will address the vexing reality that most accepted approaches to patient satisfaction will not lead to patient loyalty and share his alternative approaches to improving patient relations. (Lee will also be signing copies of his book.)