PRESS RELEASE: Patient Satisfaction, Outcomes And Your Bottom Line
- A HealthcareWebSummit Event from MCOL
- Thursday, September 29, 2011
- 10:00 a.m. to 11:00 a.m. Pacific (1:00 - 2:00 p.m. Eastern)
- Register for $195 - Call 209.577.4888 or Click here to register
PRESS RELEASE
Phone: (209) 577-4888
Email: infohws@healthwebsummit.com
Website: www.healthwebsummit.com/pp092911.htm
MODESTO, CA -- HEALTHCARE UPDATE NEWS SERVICE -- SEPTEMBER 16, 2011: Patient Satisfaction, Outcomes And Your Bottom Line, to be held on Thursday, September 29th, 2011 at 10:00 a.m. Pacific, is a HealthcareWebSummit Event from MCOL. The event, co-sponsored by Payers & Providers, will feature:
- The correlation between patient satisfaction and readmission rates
- Translating satisfaction improvements to outcomes and financial performance
- Linkages between patient satisfaction and patient outcomes
- What constitutes a more satisfactory patient experience
- Tips on improving a patient's stay at their institution
- Talking points for future staff-patient communications
- A blueprint for care continuum planning
FACULTY
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Shannon O'Kelley
Chief Operating Officer, UCLA Health System |

J. Eugene Grigsby
Chief Executive Officer, National Health Foundation
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OVERVIEW
Customer service. Hospitals have been focusing on the concept for the better part of two decades, offering such amenities as valet parking, private rooms and even gourmet cooking.
But what of the be-all to end-all of customer service: Patient outcomes? A recent Duke University study correlated patient satisfaction with lower readmission rates. "Asking patients if they were satisfied with their care is a better indicator than whether the staff competently performs a battery of tests," said study co-author Richard Staelin.
But how does this work in California's hospitals? Payers & Providers invites you to find out through its innovative webinar: "Patient Satisfaction, Outcomes And Your Bottom Line."
LEARNING OBJECTIVES
Participants will be able to:
- Have a clearer understanding of the linkages between patient satisfaction and patient outcomes
- Have a clearer picture of what constitutes a more satisfactory patient experience
- Get tips on improving a patient's stay at their institution
- Receive talking points for future staff communications
- Have a more concise blueprint for care continuum planning
- Engage in interactive learning through online question submission, attendee feedback and opportunity for follow up questions, and networking with attendees, faculty and other professionals through dedicated LinkedIn group
WHO SHOULD ATTEND
Interested attendees would include:
- C-Suite Executives
- Medical Directors
- Care Management Executives and Staff
- Clinicians
- Communications Executives and Staff
- Social Media Managers
- Strategy and Planning Executives and Staff
- Customer Service and Engagement Executives and Staff
Attendees would represent organizations including:
- Health Plans
- Hospitals and Health Systems
- Provider Networks
- Medical Groups
- Other Health Care Providers
- Pharmaceutical Organizations
- Solutions Providers
- Associations, Institutes and Research Organizations
- Government
- Media
- Other Interested Parties
REGISTRATION
Individual Registration Fee: $195.. Audio Conference CD-ROM: $40 for attendees; $285 for non-attendees after the event.
Corporate Site licensing also available. Click here to register or call 209.577.4888
FACULTY

Shannon O'Kelley
Chief Operating Officer
UCLA Health System
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Shannon O'Kelley is currently the Chief Operating Officer (COO) for the UCLA Hospital System. Shannon is responsible for the operations of the Ronald Reagan UCLA Medical Center, Mattel Children's Hospital at UCLA, the Resnick Neuropsychiatric Hospital at UCLA and Santa Monica-UCLA Medical Center and Orthopedic Hospital.
Shannon previously held the role as Executive Director of Operations -- Clinical Services for UCLA Health System where he was responsible for clinical services administration for UCLA Medical Center, Mattel Children's Hospital at UCLA, Resnick Neuropsychiatric Hospital at UCLA and UCLA Medical Plaza. He collaborated with physicians, staff, and managers in guiding administration and service line planning for Cardiac Services, Cancer Services, and Transplant Services. In addition Shannon facilitated service-line operations with Mattel Children's Hospital, Women's services, and other key programs and coordinated closely with the Business Development and International Services initiatives. Shannon also worked closely as an administrator for the Operation Mend program, which is a partnership between Ronald Reagan UCLA Medical Center, Brooke Army Medical Center in San Antonio, Texas, and the V.A.-Greater Los Angeles that has been established to help treat several U.S. military personnel wounded during service in Iraq and Afghanistan.
Shannon previously worked at New York- Presbyterian Hospital -- the University Hospital of Columbia and Weill Cornell medical schools, where he held the role of Executive Director for International and Corporate Health. In his role at New York- Presbyterian Hospital, among other things Shannon developed and implemented operational policies and procedures, coordinated and facilitated multiple annual International Symposia with affiliated institutions, jointly expanded the number of international hospitals affiliated with NYPH, and co-developed an International Patient Reporting System within the International and Corporate Health department and throughout the health system.
Prior to his role at New York Presbyterian, Shannon worked for Johns Hopkins Health System in Baltimore, Maryland, where he held several positions including Deputy Director of International Services, Senior Project Manager for International Services, Assistant Administrator of Finance for the Department of Psychiatry, Manager of Strategic Planning and Marketing, Associate Planner of Strategic Planning and Marketing, and Senior Marketing Analyst of Strategic Planning and Marketing.
Shannon graduated from the M.J. Neeley School of Business at Texas Christian University with a degree in Business Administration, Marketing.
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J. Eugene Grigsby
Chief Executive Officer
National Health Foundation
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J. Eugene Grigsby III, President/CEO of the National Health Foundation, received his Ph.D. degree from the University of California at Los Angeles. Prior to assuming this position, Dr. Grigsby was a professor at UCLA's School of Public Policy and Social Research. In addition he served as the President of his own firm, The Planning Group.
Dr. Grigsby has conducted consulting assignments for the UCLA Medical Center, the California Hospital Medical Center, and a variety of government and private sector clients. Dr. Grigsby's professional works have received awards of excellence from the California and Los Angeles chapters of the American Planning Association and the American Institute of Architects.
Dr. Grigsby is recognized nationally and internationally as an expert in urban development strategies. Stanford University selected Dr. Grigsby as its first recipient of the United Parcel Services Visiting Scholar award. He was also the recipient of the Occidental College Booker T. Washington Outstanding Alumni Award; the International House of Blues Foundation Educators Achievement Award; and The University of North Carolina's Floyd B. McKissick Visiting Scholar Award. His co-edited book, "Residential Apartheid: The American Legacy" received the Gustavus Myers Center Outstanding Book Award.
His most recent co-authored book is "Regions That Work: How Cities and Suburbs Can Grow Together." As a past member of the Los Angeles Times Board of Advisors, Dr. Grigsby wrote a regular column on economic issues. He is currently on the Board of the California Hospital Medical Center, the National Civic League, Kaiser Foundation Health Plan, Inc./Kaiser Foundation Hospitals, and Occidental College.
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