Custom Learning Systems

Conference Brochure

Check out the 2017 Conference brochure here. Share with your friends and colleagues. arrow

Register for Conference

Register online for the 2016 HealthCare Service Excellence Conference and/or the National Symposium on HCAHPS Sustainabilityarrow

Accomodations

Book your room now arrow

National Symposium on HCAHPS Sustainability

An innovative, practical education, designed to achieve breakthrough and sustainable improvements to HCAHPS Patient Experience Survey Scores arrow

Summit & Breakthrough Awards

Visit HCSECawards.com to view the recipients of this year's awards. Come back in July to access Summit nomination forms, Breakthrough forms, information on the TBV (Team Bragging Video) Awards.arrow

Conference Archives

  • Testimonialsarrow

  • Photo Gallery: check out our Facebook page to view the photos from last year's conference in Phoenixarrow

  • 2015 Summit Award & Pinnacle Award Recipientsarrow

  • 2015 Breakthrough Awards Achieversarrow

  • 2016 TBV Award Recipientsarrow

  • Watch the TBV Videos from 2016arrow

Patient Experience Thought Leadership

Inspire Create Innovate Succeed

 

Head icon Conference Agenda

Long Beach, CA is our destination... here is what is happening.

 

See a full version of the Agenda (with session descriptions) here

 

 

Monday, February 6, 2017

7:00 am – 7:30 pm Registration & Information Desk

Pre-Conference Events

8:00 am – 2:00 pm

8:00 am – 12:00 pm

The Onboarding and Retention Academy 3.0 – Greg Efta

4:00 pm – 6:15 pm Opening Ceremonies/Keynote

Patient Experience Thought Leadership: How to Inspire, Create, Innovate and Succeed – Brian Lee, CSP

The Power of One: How One Attitude, One Action, and One Person Can Change the World – John O'Leary

6:15 pm – 10:00 pm

"Dinner and Movie Night"
Team Bragging Videos, Networking & Party

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Tuesday, February 7, 2017

6:30 am – 4:30 pm Registration & Information Desk

7:00 am – 8:15 am Breakfast

7:00 am – 8:15 am Breakfast (By Invitation Only) – Brian Lee, CSP & Rodney Smith

The Secrets of our Success: A CEO’s Personal Case
Study on Their Journey to Excellence

8:30 am – 10:00 am Opening/Keynote

Compassion on Purpose: Innovating the Patient Experience – Dave Carroll

10:00 am – 10:30 am Break

10:30 am - 11:30 am Breakout Sessions 1

Reinventing the American Hospital: Creating a World Class Patient Experience with Game Changing Facilty Design Technology – Todd Bartos

You're a Leader… Now ACT Like it! – Greg Efta

Rural ED CAHPS Breakthrough – Angie Charlet & Jodi Ward

Staying Positive in a Negative World – Michele Matt

Turbo Charge Census Growth through a Dynamic Transitional Care Program – Mark Lindsay

11:45 am – 12:30 pm Lunch

12:30 pm – 1:45 pm Keynote

Nothing About Me, Without Me – Frank King  

1:45 pm – 2:00 pm Break

2:00 pm – 3:00 pm Breakout Sessions 2

A Manager's Guide to Detoxing a Negative Workplace – Bruce Lee

CEO Roundtable – Brian Lee, Ron Webb, Joe Tasse, Mark Brodeur

Critical Components to Supercharge Your Patient Experiences… An Insiders Perspective – Donna Manring

3:00 pm – 3:30 pm Break

3:30 pm – 4:45 pm Keynote

Presence: The Cornerstone of Caregiving – Marcus Engel

4:45 pm – 10:00 pm Free Time

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Wednesday, February 8, 2017

6:30 am – 4:30 pm Registration & Information Desk

7:00 am – 8:30 am Innovate Session/Breakfast

8:30 am – 10:00 am Opening/Keynote

Reframing Your Life and Leadership: What’s Good about Bad Experiences – Ashley Rhodes-Courter

10:00 am – 10:30 am Break

10:30 am - 11:30 am Breakout Sessions 3

With Winning in Mind – Tim Durkin

Bring Your "A" Game to Work and Life – Stephanie Staples

Integrity, Heart & Soul: Keys to Successful Leadership in Rural Healthcare – Dennis Shelby

Board Governance - Strategic Planning & Physician Reimbursement – Jim Rice & Kelly Prchal, Integrated Healthcare Strategies

11:45 am– 12:15 pm Lunch

12:15 pm - 12:30 pm TBV (Team Bragging Video) Awards

12:30 pm - 1:00 pm Breakthrough Awards

1:00 pm - 1:15 pm Group Photo

1:15 pm – 1:30 pm Break

1:30 pm – 2:30 pm Breakout Sessions 4

Four Reasons Change IS Better than Chocolate – Michael Bayer

The Art & Science of Connecting, Engaging, and Persuading – Blair Kolkoski

Revised Performance Management –  Pulaski Memorial Hospital

Currency of Trust: The CEO Role in Vissibility & Accountability – Joe Tasse, Ron Webb, Mark Brodeur

2:30 pm – 3:00 pm Break

3:00 pm – 4:30 pm Closing Ceremonies/Keynote

Never Fly Solo – Lt. Col. Rob “Waldo” Waldman, The Wingman

4:30 pm – 6:30 pm Free Time

6:30 pm – 7:00 pm Reception

7:00 pm – 8:00 pm Dinner

8:00 pm – 9:00 pm Summit Awards Celebration

9:00 pm – 11:30 pm Dance