Inside This Issue
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- Conference delivers diverse perspectives
- Meeting celebrates a successful year
- Chapter leaders share insights at annual workshop
- Interest Networks to spur professional growth
- Quality Institute Feb. 14-16 to provide tools, practices
- First online ed course focuses on risk financing
- NEW CPHRMS
- ASHRM UPDATE: Audio conference covers care provider misconduct
Conference delivers diverse perspectives
The theme of ASHRM’s 2004 Annual Conference & Exhibition, held Oct. 17-20 in Orlando, was “New World, New Approaches.” The keynote programs, while diverse in their perspectives, all served to support the theme by presenting fresh views on the challenges faced by health care risk management professionals.
Brenda Zimmerman: Complexity theory and risk
To open the conference, Dr. Brenda Zimmerman, director of the Health Industry Management Program at York University in Toronto, took her audience “to the edge of our models and perspectives” on complex organizations and practices.
She challenged the audience of 1,800-plus attendees with the management concept of the “wicked question” – one that “can dislodge self-fulfilling prophecies, open the ground for new possibilities and increase information in a system.” For example, in discussing the role for risk managers in the quest for patient safety, she put forth a paradox: Health care professionals need to both decrease variability (with quality in conformity and reliability) and increase variability (quality in innovation and meeting unique needs). The wicked question is “How can we simultaneously decrease variability and maintain reliability?”
One of the keys to this question can be found in the “power of inquiry, where we ask questions based on what is actually working instead of focusing on what is not working.”
Zimmerman also maintained that, while the health care environment is complex, “complex patterns or behaviors do not need complex rules.” Simple rules and relationship-building do work. In fact, she said, “Creativity and accountability need to co-exist. We need to create ways to experiment where we don’t violate what is precious, and we need to increase diversity and still have coherence.”
Simon T. Bailey: Releasing inner brilliance
Equating patient care and customer service, Simon T. Bailey promised lasting benefits when managers help staff members discover their unique purpose and release their inner brilliance.
In his dynamic presentation Oct. 18, the former Walt Disney Co. executive who now runs his own Orlando-based consulting firm declared that“releasing service brilliance” is key to the health care industry’s efforts to forge a better future.
“What is brilliance? It’s living from the inside out and maintaining your energy in the moment,” he declared. It’s understanding that “everything I need to succeed is inside me.”
He shared four anchors of service brilliance: engage (preaching mastery of the moment), anticipate (understanding patient expectations), sustain (communicating a standard of service that clearly defines the organization’s purpose) and empower (telling others “I believe in you and there’s not a thing you can do about that!”).
Karlene Roberts, Daved van Stralen, MD: Hospitals as HROs
Dr. Karlene Roberts, professor emeritus at the University of California-Berkeley and expert on high reliability organizations (HROs), based her Oct. 19 keynote speech on her experiences in efforts to improve organizational performance.
Health care risk managers need to distinguish whether theirs is a high reliability or low reliability organization, Roberts advised, because the difference between high and low can mean drastic differences in staff performance, patient outcomes and profitability. Roberts defined the processes underlying high and low reliability, shared examples of each type and revealed findings from one health care organization that applied high reliability principles to care delivery.
Roberts introduced Dr. Daved van Stralen, medical director for Totally Kids Specialty Healthcare, a Loma Linda, CA, pediatric chronic intensive care unit. The former firefighter/paramedic-turned-doctor brought a unique perspective to the delivery of high reliability under pressure.
To illustrate the loss of reliability, he pointed to the conventional medical model with the physician in total control and the focus on the avoidance of wrong actions. “We must empower the staff to make decisions and recommendations and take responsibility for them without fear of blame if things go wrong,” van Stralen said.
He provided rules for mindfulness in an HRO. Among them was understanding that “every rule creates a crack,” he said. “ Don’t let policies and procedures be the objective.”
Fred Lee: If Disney ran your hospital …
What would you do differently if Disney ran your hospital? Fred Lee, a nationally recognized author and consultant in patient relations and service excellence, answered that question in the closing keynote program.
Lee drew from his experience as a senior vice president at Florida Hospital in Orlando where he developed a nationally acclaimed guest relations program. Now a consultant, he shared some of the provocative aspects of the training program he has brought to nearly 100 hospitals. He emphasized the value of exceeding patient expectations while de-emphasizing the value of meeting patient expectations.
“Patient satisfaction is fool’s gold,” he said. “It’s the same as zero. Neither good nor bad. It does not equal loyalty. Patient satisfaction merely meets expectations, and a satisfied person has no story to tell.” The goal, he said, should be to get “promoters” – patients who sing the praises of their caregivers. This can best be achieved through truly compassionate care.
RECORDINGS AVAILABLE
Extra copies of concurrent education session faculty presentations are available while current supplies last at www.ashrm.org (Members Services, Tools & Products). The CD-ROM and 870-page softcover book are identical in content and include all materials (PowerPoint slides, charts, graphs, etc.) submitted to ASHRM by faculty in advance of the sessions in Orlando. These proceedings do not include keynote sessions.
Also, recordings of keynote and all concurrent sessions are being sold for a limited time. For details, visit www.conferencemedia.net and click on the ASHRM Orlando logo or call (888) 222-1614.
Meeting celebrates a successful year
ASHRM’s annual business meeting, held Oct. 18 at the World Center Marriott in Orlando during the Annual Conference & Exhibition, highlighted achievements and spotlighted achievers.
ACHIEVEMENTS
“Thank you for another successful year as a growing organization,” ASHRM 2004 President Jeffrey Driver said. “In this ever-changing world, I am so proud of your contributions, and those of all managers of risk, to making health care safe and trusted.”
During his report to members, he reiterated ASHRM’s strategic dedication to professional development, advocacy and representation and organizational development. Some of the year’s milestones:
Interest Network previews. In early October, members were sent preview e-newsletters for ASHRM’s two Interest Networks (INs) in Patient Safety and Risk Financing & Claims Administration. “We would like to hear from you as we continue to build the Interest Networks,” Driver said.
Patient Safety Curriculum. Referring to results of last summer’s membership survey, Driver noted that “three-quarters of our membership indicated they would participate in a patient safety curriculum if offered by ASHRM,” Driver said. “We heard you. … Look for all three courses to be offered next year.” (The first course was piloted Oct. 15 and 16 in Orlando.)
Online education. “Our members have most frequently cited Internet-based study as the preferred method for keeping current in the field,” Driver said. “Once again, we heard you. The first two modules in our online risk financing course will be available by the end of the year and the remaining three will be available in 2005.”
Publications. ASHRM this year addressed members’ needs to be up on “the next big thing” through publication of monographs on operationalizing disclosure and the emerging role of the patient safety officer. A new Pearls booklet provided risk management wisdom for nurses in the OR.
Partnerships. “Within risk management, ASHRM has outstanding name recognition, but in other arenas our presence could be stronger,” Driver noted. So in 2004, ASHRM reached out to partner with other professional organizations. As examples, ASHRM presented at the annual conference of the Association of periOperative Registered Nurses (AORN), led an educational event in conjunction with the National Patient Safety Congress and joined with the American Society for Quality and AHA to hold the first health care quality conference. The partnerships will continue in 2005, he added.
Membership. “We experienced steady growth in our member numbers – a steady 4,500-plus,” Driver noted. He also noted that chapters in 2004 to date had offered more than 50 opportunities for networking and professional development. He welcomed the newest ASHRM chapter, the Louisiana Lagniappe Society for Healthcare Risk Management.
“It all comes down to each of you,” Driver said. “And thank you for bestowing me with the honor to represent you and ASHRM this year.”
ACHIEVERS
Driver also thanked the hundreds of volunteers who served on Specific Work Opportunity Tactical (SWOT) Teams and as educational program faculty during the year. He congratulated all new and renewing CPHRMs and recognized Patient Safety Leadership Fellows.
He expressed appreciation for the work of outgoing ASHRM directors Joyce Benton, Sherrill Peters, Mary Marta and Past-President Jane McCaffrey.
Driver gave special recognition for the following awards:
Todd Pickett National Patient Safety Award. The first Todd Pickett National Patient Safety Award went to Kathy Rapala, director of Risk Management and Patient Safety at Clarian Health Partners in Indianapolis. “Todd Pickett’s tragic death serves to remind us that there are lives behind the stories of medical error and medical malpractice,” Driver said in presenting the award. Rapala was recognized for her key role in creating Clarian Health Partners’ Safe Passage Program in 2002. The program supports a culture of safety by designating a “Safe Passage Nurse,” someone dedicated to assisting the interdisciplinary team in a patient care unit as they take patients through the health care system. The model empowers front-line workers to anticipate a variety of scenarios and prevent errors by working together.
Distinguished Service Award. Geri Amori, principal of Communicating HealthCare in Shelburne, VT, was presented with ASHRM’s Distinguished Service Award. “Many of you know Geri for her work on disclosure but you may not know that she was at the table when the Modules were born more than 10 years ago or that she led this organization during one of our most trying periods, after 9/11,” Driver noted.
Fellows and Distinguished Fellows. Recognized for their leadership in ASHRM and the profession were Fellows Petra Berger, Patricia Bundrant, Rose Braz, Kenneth Felton, Ann Grelyak, Kenneth Rhea and Robert Stanyon and Distinguished Fellows Geri Amori, Mark Cohen and Pamela Popp.
Journal Author Excellence Award. Lee Paige (principal author), Cindy Robinett and Tom Heim were honored for their article "Risk retention groups find favor in the health care arena," published in Vol. 23, No. 3 of the Journal of Healthcare Risk Management.
SAVE THE DATE
Next year’s Annual Conference & Exhibition will mark the 25th anniversary of ASHRM. The silver celebration will be held Oct. 23-26 at the Henry B. Gonzalez Convention Center along the banks of the famous River Walk in San Antonio, TX. The Patient Safety Curriculum I (basics), Barton Certificate in Healthcare Risk Management Program (Applications Module) and CPHRM Examination Preparation Session will immediately precede the conference. All hotel rooms will be within walking distance of program sessions and the exhibition hall.
Attendee registration will open in May. Prospective exhibitors and sponsors may contact Kristina Galloway for opportunities now at kmgalloway@corcexpo.comor (312) 541-0567.
Chapter leaders share insights at annual workshop
Chapter leaders gathered Oct. 16 in Orlando before the ASHRM Annual Conference & Exhibition for the Chapter Leadership Development Workshop. A panel shared tips for running a successful chapter and for dealing with tough financial and organizational issues.
Seth Davis, president of the Southern California Association for Healthcare Risk Management, addressed the issue of membership retention. Hennie Ellis, president of the Georgia Society for Healthcare Risk Managers, shared her society's success with grass-roots tort-reform efforts, as well as marketing risk management and the chapter to state hospital CEOs. And Eve Saenz, past president of the Arizona Society for Healthcare Risk Management, highlighted Arizona’s surgical site verification project, a winner of ASHRM’s 2004 Chapter Recognition Award.
Chapter leaders went in-depth on two important topics during breakout sessions. A session on planning regional meetings was led by Ann Turbyne, president of the New England Society for Healthcare Risk Management; Patrick McGrath, past president of the New England Society for Healthcare Risk Management; and Pamela Haughawout, president-elect of the Massachusetts Society for Healthcare Risk Management. President-elect Rae Hibner shared the Chicago Healthcare Risk Management Society’s experiences with non-profit status and IRS auditing.
ASHRM President-Elect Pamela Popp welcomed the group of chapter leaders, and executive director Elizabeth Summy provided an ASHRM update, including the latest figures on CPHRM certification and chapter study sessions.
Interest Networks to spur professional growth
In recognition of the diverse contributions its members bring to achieving safe and trusted health care, ASHRM is announcing the creation of ASHRM Interest Networks.
The Patient Safety Interest Network and the Risk Financing & Claims Administration Interest Network are being previewed now to all members via e-newsletters. Each e-newsletter is tied to a dedicated ASHRM Interest Network Web page.
The ASHRM Interest Networks will deliver timely content and resources tailored according to risk managers’ primary needs, whether they are focused on patient safety efforts or on traditional risk management issues of risk financing and claims administration.
Each Interest Network will initially:
- Deliver four e-newsletters during the year.
- Support a dedicated Web page of relevant content, including archives of the newsletter, discussion forums and extensive resource lists.
- Provide educational opportunities for ASHRM Interest Network members.
“We know from our membership survey conducted this summer that many ASHRM members see themselves primarily involved in only one or a few domains of risk management,” says ASHRM President Jeffrey Driver. “In creating the ASHRM Interest Networks, we are providing a targeted benefit for ASHRM members and others involved in specific domains of risk management by complementing our current wealth of professional development offerings.”
In addition, ASHRM Executive Director Elizabeth Summy cites the desire to highlight new opportunities for participation in ASHRM and reach beyond the traditional membership as factors in developing the ASHRM Interest Networks. “We’re very excited about the opportunity to provide a highly specialized product to meet the needs and expectations of our members and customers,” Summy says.
Beginning this winter, ASHRM members may join either or both of the ASHRM Interest Networks for an introductory annual fee of $25 per network added to their regular membership. Targeted content will be offered in addition to what is being offered - and will continue to be offered - to all members
“These ASHRM Interest Networks are the result of two years of thoughtful work by the Board of Directors and valuable input from ASHRM members, the National Advisory Council on Patient Safety and ASHRM staff,” Driver says. Roberta Carroll led the Risk Financing & Claims Administration Interest Network development. Barbara Lightizer led the development of content for the Patient Safety Interest Network preview issue.
For updated information on the new ASHRM Interest Networks – please watch ASHRM’s Friday e-News or contact ASHRM at ashrm@aha.org.
Quality Institute Feb. 14-16 to provide tools, practices
The 2005 Quality Institute for Healthcare will be held Feb. 14-16 in New Orleans. ASHRM, the AHA and the American Society for Quality (ASQ) are co-presenting the conference.
Designed to provide instruction through mini-courses for risk managers, patient safety officers, quality assurance officers and other health care professionals, the Quality Institute for Healthcare will present quality tools and practices currently being used in health care. While some of these tools and techniques have emerged uniquely from health care settings, many have been adapted from best practices in other industries. The instruction offered at the Quality Institute can provide attendees an introduction to the tools and systems-thinking that can help guide their organizations in redesigning systems of care.
This year’s program will focus on the Institute of Medicine’s six aims and their integration through a systems approach, particularly that of “clinical microsystems” and the Malcolm Baldrige award criteria. This will also be the first opportunity to hear about clinical microsystems from an originator of the concept, Gene Nelson of Dartmouth Hitchcock Medical Center.
Scheduled as keynote speakers are G. Richard Hastings, president and CEO of St. Luke's Health System and 2003 Malcolm Baldrige National Quality Award Winner, and Brent James, executive director of Intermountain Health Care's Institute for Health Care Delivery Research.
Click here to download a program preview (PDF).
Registration and details about the conference are available at http://qihc.asq.org/. Reduced rates are available for attendees who register before Dec. 17.
First online ed course focuses on risk financing
ASHRM is launching its first online education program, “Risk Financing for Managers of Risk.”
In a flexible format designed to fit members’ needs and schedules, this progressive five-part course allows participants to put new risk financing knowledge to work at their facility while they learn.
The host for the course is CareLearning, a non-profit association of hospital-related groups formed in 2000 to provide online learning services to hospitals and health care systems. CareLearning’s services are currently being provided to more than 50,000 individuals.
The five sessions of “Risk Financing for Managers of Risk” program are:
1. Health Care Risk Financing Fundamentals
- how risk financing fits into a risk management program
- the components of risk financing
2. Principles & Practices of Insurance
- insurance terminology and concepts
3. Submissions & Renewals
- preparing for the renewal process
- negotiation skills
case studies in applying for commercial insurance
4. Alternatives in Risk Financing
- alternative risk financing options – captives, risk retention groups, self-insurance
5. Enterprise Risk Financing
- lines of coverage in multiple health care environments
Each session costs $99; the complete course of five sessions costs $425. Completion certificate and continuing education credits are offered for each course.
To learn how to enroll in ASHRM’s “Risk Financing for Managers of Risk,” visit www.carelearning.com or contact ashrm@aha.org.
The Certified Professional in Healthcare Risk Management designation provides a credential based on a solid assessment that verifies a broad-based knowledge of risk management. Certification elevates professionals in an increasingly competitive marketplace.
Congratulations to recent CPHRM achievers:
Andrea M. Arnett, San Leandro, CA
Amy Michelle Bender, Mooresville, NC
Franchesca J. Charney, Camp Hill, PA
David Arthur Desimone, Neptune, NJ
Elizabeth Lovejoy Fritchley, Lagrange, GA
Rosalie Glowney, Grand Rapids, MI
Paula R. Haley, Sacramento, CA
Candace Catherine Isom, Mitchell, IN
Douglas A. Lewis, Lancaster, OH
Pamela S. Martin, Media, PA
Carol Murray, Blacklick, OH
Susie Price, Bakersfield, CA
Georgene Saliba, Bethlehem, PA
Christina Elizabeth Shelton, Weaverville, NC
Shirley A. Spicer, Fort Myers, FL
Thomas J. Van Osdol, Fishers, IN
Carol Elaine Smith, Littleton, CO
Ellen Grady Venditti, East Falmouth, MA
Brenda L. Wehrle, Bradenton, FL
The CPHRM designation is awarded based on participants meeting eligibility requirements and passing an examination. For details about the designation, download the CPHRM Candidate Handbook from the AHA Certification Center via www.ashrm.org (click on the CPHRM logo at the bottom of the page) or call (312) 422-3715.
Preparing for the CPHRM Exam
* The CPHRM Examination Study Guide (3rd Edition) covers exam content in a flexible format to meet the needs of anyone who has not yet purchased a study guide or does not plan to take a CPHRM Examination Preparation Session. Content was adapted from the Risk Management Handbook for Health Care Organizations (4th Edition). Also, practice tests in the study guide correspond with the CPHRM content outline. The study guide is available for purchase via the AHA Online Store or call (800) 242-2626 and request item 178836.
* A new online tool is available for preparing for the CPHRM Exam. Created by the AHA Certification Center (the people who created the exam), the Self-Assessment Exam (SAE) simulates the actual exam in format and content. The test offers rationales for correct and incorrect options, as well as several score reports that highlight the exam topics that they scored well in and those that need improvement. For details about the SAE, click here or contact the AHA Certification Center at (312) 422-3713.
Examination, renewal fees to rise Jan. 1
The AHA-CC Board of Directors recently voted to increase CPHRM examination and renewal fees, effective Jan. 1. The fee will be $275 for ASHRM members and $345 for non-members. Renewal fees will increase to $135 for members and $175 for non-members. Candidates who apply in 2004 will pay the current fees of $225 for members and $295 for non-members, even if they do not test until 2005.
ASHRM UPDATE: Audio conference covers care provider misconduct
An audio conference titled “Legal, Risk Management and Human Resources Implications of Misconduct by Nurses and Other Providers” will be co-presented 1-2:30 p.m. CT Dec. 8 by ASHRM and the American Society for Healthcare Human Resources Administration (ASHHRA).
The program will explore the fear of taking action against an employee who has committed misconduct such as drug diversion, sexual misconduct and licensure violations. Also, experts who have handled state-level disciplinary actions will discuss employer immunity for providing negative references as well as rights and responsibilities of the regulatory agency and licensee. Legislative initiatives with more stringent requirements for background checks and other strategies for managing related public and regulatory expectations will be reviewed, too. For details or to purchase a recording of the program after Dec. 8, visit www.ashrm.org (Education, Audio Conferences).
ASHRM UPDATE: Jan. 10 deadline for Patient Safety Fellows
Applications are due Jan. 10 for the 2005-2006 Patient Safety Leadership Fellowship program year. Participants in the yearlong program design and implement cost-effective models of health care delivery that advance patient safety and health outcomes. Fellows will be selected in February. The Health Research and Educational Trust, Health Forum, AHA and National Patient Safety Foundation sponsor the program in partnership with ASHRM. For details and an application, visit www.healthforumfellowships.com. Additionally, ASHRM members may apply for a scholarship; visit www.ashrm.org (Members Services, Calls / Notices) for scholarship details.
ASHRM UPDATE: Sample pages posted on ASHRM Web site
Sample pages and tables of content for many ASHRM products – including the 2004 compensation survey results and Pearls for Nurses: Focus on the OR Setting – are available on the ASHRM Products page.
ON THE MOVE
Carroll Montalva toLegislative Affairs Officer, Veterans Health Administration, Washington
Send On the Move notices to ashrm@aha.org. Contact details may be found in the ASHRM member directory at www.ashrm.org.
