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Agenda

8:30 - 9:00 AM
Registration and check-in

9:00 - 10:00 AM
Reinventing Customer Service in Healthcare: Lessons Learned from the Best

10:00 - 10:15 AM
Break

10:15 - 11:15 AM
Improving patient care one story at a time – a practical approach to improving the patient experience.

11:15 - 12:00 PM
Panel Discussion with Dr. Dishman and Ms. Larin

12:00 - 1:00 PM
Lunch and business meeting

1:15 - 3:00 PM
Embracing the new paradigm: making the shift to digital and content marketing for hospitals and health systems.

3:00 - 3:00 PM
Evaluations and Adjournment

Available Resources
'16 Spring Conference Presentation: Why Does Improving Patient Experience and Hospital Financial Performance Begin with Strategic and Leadership Development?
Dr. Lihua Dishman presented her quantatative study on the impact of improved patient experience on hospital financial performance.

Speakers

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Dr. Lihua Dishman
Assistant Professor of the College of Graduate Health Studies
A.T. Sill University of Health Sciences

Dr. Dishman is an Assistant Professor in the College of Graduate Health Studies at A. T. Still University of Health Sciences (ATSU), the founding institution of osteopathic healthcare established by Dr. Andrew Taylor Still in 1892.  In this role, she primarily develops and teaches courses in ATSU’s Doctor in Health Administration and Master in Health Administration programs.  As a scholar-practitioner with two decades of experiences in financial management, she currently focuses on linking theory to practice through transferring academic knowledge to evidence-based practices in healthcare administration. 

She recently completed a national study, entitled “Patient Experience and Financial Performance of United States Hospitals: A Longitudinal Analysis of 1,377 For-Profit, Non-Profit, and Governmental Hospitals.”  The relationship among patient experience, hospital financial performance, and hospital type was investigated in this study.  The empirical findings indicate that patient experience impacted hospital financial performance, hospital type moderated the relationship between patient experience and hospital financial performance, and the governmental hospital type demonstrated the greatest moderating effect.  Additionally, descriptive findings indicate that patient experience improved gradually from 2009 to 2012, patient experience of for-profit and governmental hospitals consistently exceeded that of non-profit hospitals, patient experience of hospitals in smaller sizes (bed size and employee size) consistently exceeded that of larger hospitals, and patient experience of rural hospitals consistently exceeded that of urban hospitals.

At the upcoming MSHPM Spring conference, she will share her study findings and discuss how these findings may inform hospitals in developing evidence-based strategies.


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Linda R. Larin, FACHE
Associate Hospital Director for Cardiovascular and Neurosciences Programs Chief Administrative Officer of the Frankel Cardiovascular Center.
University of Michigan Health System

Linda is a Fellow of American College of Healthcare Executives (FACHE), the American College of Cardiovascular Administrators (FACCA), and Past Chair of the American Academy of Medical Administrators (AAMA).  In 2015, she was named the Healthcare Executive of the Year by the American Academy of Medical Administrators (AAMA). In 2015, an endowed administrative fellowship was created in her name at the University of Michigan Health System to support an educational fellowship in healthcare administration.

At the upcoming MSHPM Spring conference she will share the lessons from her personal experiences and from a healthcare management book she edited and published in November 2013 on patient and family centered care titled “Inspired to Change – Improving Patient Care One Story at a Time.


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Chris Bevolo, MBA
EVP, Consumer Marketing and Health Systems Practice Leader
ReviveHealth

A nationally recognized futurist, author and speaker on healthcare marketing, strategy and branding, Chris helps organizations better understand and leverage key trends in healthcare competition, branding and consumerism. He is best known for helping healthcare organizations re-envision what their marketing could be, re-energizing management and inspiring staff to think bigger and act differently. His 2011 book, “Joe Public Doesn’t Care About Your Hospital,” a manifesto for transforming healthcare marketing, has become the field guide for driving transformation in hospital marketing departments across the country. His most recent book, “Joe Public II: Embracing the New Paradigm,” (Interval 2014) shows healthcare marketers how to move away from mass promotional advertising to the far more effective strategies of digital and content marketing.

Chris is a frequent keynote speaker and featured presenter at national healthcare conferences on the topics of marketing, branding, innovation, the patient experience and consumer trends. He has also authored of two other books, “A Marketer’s Guide to Measuring Results“ (2010) and “A Marketer’s Guide to Brand Strategy” (2008), as well as numerous articles and papers on healthcare marketing and branding.

Chris founded Interval in 1995, and he and his team worked with dozens of healthcare clients, including Banner Health (Phoenix, AZ), Providence Health & Services (Seattle, WA), Inova Health System (Falls Church, VA), St. Joseph Health (Orange, CA), Penn State Hershey Medical Center (Hershey, PA), Baptist Health System (San Antonio, TX), Allegiance Health (Jackson, MI), St. Joseph’s Hospital (St. Paul, MN), and the Children’s Hospitals & Clinics of Minnesota (Minneapolis, MN). In November 2014, Interval was acquired by ReviveHealth, where Chris now serves as EVP, Consumer Marketing and Health Systems Practice Leader.

Chris earned an M.B.A. at the University of St. Thomas in Minneapolis and holds a B.S. in journalism and mass communication from Iowa State University.

Each attendee will receive a copy of Chris’s newest book included in your registration fee. Please register by April 25 to reserve your copy for the conference. 


2016 Spring Conference

May 6, 2016

Schoolcraft College Vista-Tech Center Kehrl Auditorium
18600 Haggerty Rd. Livonia, MI 48152-2696

View Registration How To's


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Presentations
Reinventing Customer Service in Healthcare: Lessons Learned from the Best ( 9:00)
Dr. Lihua Dishman
Assistant Professor of the College of Graduate Health Studies
A.T. Sill University of Health Sciences

(ACHE face to face educational credits pending)

By the numbers – using the facts to develop patient experience strategies.

Improving patient care one story at a time – a practical approach to improving the patient experience. (10:15)
Linda R. Larin, FACHE
Associate Hospital Director for Cardiovascular and Neurosciences Programs Chief Administrative Officer of the Frankel Cardiovascular Center.
University of Michigan Health System

Improving patient care one story at a time – a practical approach to improving the patient experience.

Panel Discussion with Dr. Dishman and Ms. Larin (11:15)

Panel Discussion with Dr. Dishman and Ms. Larin, FACHE, moderated by Dr. John Fick, FACHE.

Embracing the new paradigm: making the shift to digital and content marketing for hospitals and health systems. ( 1:15)
Chris Bevolo, MBA
EVP, Consumer Marketing and Health Systems Practice Leader
ReviveHealth

Featured Keynote Speaker

Each attendee will receive a copy of Chris’s newest book included in your registration fee. Please register by April 25 to reserve your copy for the conference. 

Fees:
$30.00
Annual MSHPM Membership. You must join before registering to receive discount.

$50.00
Students

$100.00
MSHPM & MCACHE Members

$150.00
Non-members

$350.00
MSHPM and MCACHE Member Group rate for four attendees

$520.00
Non-Member group rate for four attendees

View Registration How To's

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