HPMSNJ.ORG

HPMSNJ Board Meeting Date: Thursday, June 12, 2008
Location: Capital Health System in Hamilton

Meeting Rooms 1 & 2
1445 Whitehorse-Mercerville Road
Hamilton Township, NJ 08619

Quarterly Meeting Date: Wednesday, June 11, 2008
Location: TBD

How to Hit a Homerun with Your Customers Date: Friday, April 18, 2008
Location: Citizens Bank Park, Philadelphia, PA

HPMSNJ and HLNDV are proud to present an innovative seminar that puts you in the front row of excellent customer experience. The day includes:

A private tour of Citizens Bank Park—home of the Philadelphia Phillies—by ARAMARK Sports and Entertainment. You’ll see, firsthand, how the sports industry carefully creates ideal customer experiences through facility design, branding, direct customer contact techniques and more—and how you can apply those techniques to your patients’ experiences.

Then… four fascinating workshops on cutting-edge customer care:

Greg Pautler, Vice President, Sales, ARAMARK Healthcare will reveal the “hotel” approach to caring for patients and their families.
Susan Wynne, Sr. Vice President, Business Development: Lancaster General and Michele Lloyd, Senior Vice President of HIM and Family Services and Juliette Schlucter, Family Consultant: Children’s Hospital of Philadelphia will reveal how to “operationalize” customer service and ways to take full marketing advantage of your new-found techniques.
Patricia D. Malick, AAHID, IIDA, Principal with Array Healthcare Facilities Solutions will share how you can utilize design to provide a platform for caregiver excellence and foster a positive patient experience.
Tom Hutchinson, Senior Vice President, HealthStream Research Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) results are being publicly released. Mr. Hutchinson will share recent developments concerning HCAHPS, including how this data could be incorporated in CMS’ Value Based Purchasing plan. Currently working with over 450 hospitals to collect, manage, and report HCAHPS data, Mr. Hutchinson will share some of the most current HCAHPS data as well as discuss the direction many hospitals and health systems are heading to integrate HCAHPS as the primary measurement of patient satisfaction and creating a positive impact on their results.

BONUS! After the tour and workshops, you and your colleagues will be treated to a PICNIC and the PHILLIES-METS GAME! We’ll have a reserved section of the stadium to relax, network and enjoy the game.

This event is approved for 2 ACHE Category 2 credits.

HPMSNJ gratefully acknowledges Array Healthcare Facilities Solutions for their generous support as an event sponsor.

This is a business casual event. For more information, click here. For directions, click here. For parking map, click here.

HPMSNJ Board Meeting Date: Wednesday, March 26, 2008
Location: NJHA, Princeton

Quarterly Meeting Date: Wednesday, March 12, 2008
Location: TBD

Brand Diagnostics Workshop Date: Thursday, February 21, 2008
Location: Star and Barry Tobias Ambulatory Campus at CentraState

901 West Main Street, Freehold, NJ 07728
732.845.9400
For directions, visit www.centrastate.com

At our February "Meet and Greet", Bob Gaugaff, President, R&J Health, presented an approach for understanding a hospital's brand and positioning your organization based on your strengths. Using a fictitious hospital, Schwarzenegger Medical Center, Bob led a group of 12 health care executives through a seriesof questions that focused on how to create a brand.

Bob described how employees need to be involved in the brand positioning, as they are the best brand advocates. He presented case studies from several hospitals, and described how the approach taken by the team resulted in the final brands. Bob highlighted a thoughtful approach of diagnosis as essential in creating a hospital brand.

Following Bob's presentation, a tour of the new CentraState Healthcare System Star and Barry Tobias Ambulatory Campus was led by Jim Karaman, AVP of Ambulatory Services and Brian Mason, Director of Rehabilitation. The Center provides a broad spectrum of services that helps patients and the community served by CentraState to maintain a healthy lifestyle: for example, CentraState's Aquatic Center's three therapeutic pools,including the HydroWorx® with an underwater treadmill. We also viewed The Michelle and Jennifer Tobias Adventure to Health. This high-tech, educational wonderland allows kids to explore the humanbody through a colorful maze of interactive stations. Designed for thosein grades K-8, this dynamic learning center teaches kids about good nutrition, the body’s organs and systems, the senses and so much more. And, it includes a 25-seat theater area which features entertaining multimedia presentationsand demonstrations. We saw some kids interact with the exhibits, and it was impressive!

2008 Board Meeting Date: Wednesday, January 16, 2008
Location: New Jersey Hospital Association, 760 Alexander Rd., Princeton, NJ 08543

HPMSNJ Annual Meeting Date: Friday, December 07, 2007
Location: Forsgate Country Club, 275 Forsgate Drive, Monroe Township, NJ 08831

The Oncology Service Line: Practical Ideas and Solutions for Growth Date: Friday, October 26, 2007
Location: New Jersey Hospital Association Conference Center - Princeton, NJ

The Oncology Service Line: Practical Ideas and Solutions for Growth education session recently featured four industry experts speaking about technologies, volume trends and physician relationships as they pertain to the field of oncology services. 60 attendees heard speakers from ECRI, Thomson Healthcare and Health Strategies & Solutions, three leading national firms who shared their knowledge about the current and future states of oncology services, physician practices, service utilization, cancer incidence and technology to help better align hospital strategies and marketing initiatives in the rapidly changing and expanding field.

The program featured the following speakers:

Tom Skorup, Vice President, Health Technology Planning, ECRI Institute
Dennis Dunn, Ph.D., Senior Scientist, Thomson Healthcare
Alex Skarulis, National Director, Planning & Marketing Solutions, Thomson Healthcare
Kathleen H. McCarthy, Principal, Health Strategies & Solutions, Inc.

Due to an illness, Bob Gagauf, President of r&j health, was unable to make the session, however his presentation is available below.

All four presentations are available to all registered attendees. The password will be mailed to those who registered, if you do not receive an e-mail please contact Elizabeth McNutt at emcnutt@sbhcs.com.

"Going Smoke Free" - Developing, Implementing and Enforcing a Smoke Free
Hospital Campus Date: Friday, September 14, 2007
Location: Capital Health System

At the September 14, 2007 "Meet and Greet", more than 30 HPMSNJ members and guests were treated to a session that featured executives from three New Jersey hospitals/healthcare systems who described the challenges and successes of going completely smoke free. Speakers described their timeline for implementation, and reinforced that this usually takes more time to implement than initially budgeted. Written policies were distributed and discussed. The speakers described the programs that were provided to employees and families, including offering smoking cessation resources. Lessons learned with communicating and educating internal and external constituents, implementing a marketing & public relations plan and enforcing the smoke free policy.

The program featured representatives from the following hospitals:

Hackettstown Regional Medical Center, Susan Frost, Manager, Marketing and Public Relations
Saint Clare's Health System, Ben Martin, Communications Manager, Marketing, Community & Government Relations
Shore Memorial Hospital, Alan Beatty, Vice President of Human Resources and Margie Barham, Director, Marketing and Public Relations

"Meet and Greets" are free to members, and are available to non-members for $10.00.

Spring Meet and Greet Date: Friday, June 08, 2007
Location: Capital Health System

At the June 8, 2007 "Meet and Greet", 16 HPMSNJ members and guests were treated to a short symposium of how to work with the media. "Meet and Greets" are short "mini-educational" sessions that feature topics of interest to HPMSNJ membership.

Using a mixture of video, slides, newspapers, and just old fashioned story-telling, Gregory Peck, President of Media Training, Inc. (http://www.mediatraininginc.com) presented real life health care case studies that demonstrated the importance of being prepared for the media. Peck argued that that the media shouldn't be treated as an adversary, but as a conduit to providing positive messaging about your services. "Stay on point," Peck stated. "Clearly communicate with emphasis...and then stop. It is important to create a direct tailored message, and show examples that the audience will understand."

Peck described situations where spokespersons got into trouble for "saying what you don't want to say." He showed video of some of the healthcare stories, but then punctuated the point with the famous line of Richard Nixon, "I'm not a crook." Peck stated not to say what you are not. And not to get into hypothetical situations.

Peck also presented how to promote your health care organization's mission through the media, by being a resource for the media. "Suggest areas for answers, and the media will seek you out," stated Peck.

Finally, Peck took questions from the audience, and helped refine messaging that occurred for HPMSNJ members. Nancy Webster, Vice President of Marketing & Business Development, Media Training, Inc., was also there to answer questions.

"Meet and Greets" are free to members, and are available to non-members for $10.00. The next "Meet and Greet" will be in September. Topic is to be determined.

2006 Annual Meeting Date: Friday, December 01, 2006
Location: Forsgate Country Club

October Educational Session: Building for Your Future Date: Friday, October 20, 2006
Location: Jersey City Medical Center

2006 Summer Celebration Date: Thursday, August 03, 2006
Location: President's House, Long Beach Island

2006 Summer Meet and Greet Date: Tuesday, June 13, 2006
Location: St. Francis Residential Community, Denville, NJ