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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

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