Quantify & Cultivate Patient Engagement
Product Description:
Webcast On CD or On-Demand
Presented on September 22, 2011
Sponsored by: HealthLeaders magazine
More than just a buzzword, patient experience has become the quintessential objective in the current healthcare climate. Without it, future success will be impossible. Fortunately, the thriving world of social media offers proven pathways to not only create patient engagement, but actually build community around your organization.
In this 90-minute Webcast, learn how Emory University Orthopaedics and Spine Hospital consistently scores above the 90th percentile in patient satisfaction using social media tools and metrics.
With this Webcast, you will gain strategies to:
- Develop a social media program for patient engagement (avoid wait times, keep patients informed, create community around your organization)
- Connect your social media efforts with your existing programs to build a patient community
- Respond effectively to patient feedback via social media
- Track patient satisfaction with social media metrics
PROGRAM AGENDA
- Case study from Emory University Orthopedics and Spine Hospital
- Building a culture of patient satisfaction
- Operations
- Evolution: Customer service & patient satisfaction commitment o
- Benchmarks: Measuring results
- Engaging with social media
- Strategies to build multimedia, consumer engagement
- Obstacles/pain points
- Needs: infrastructure, specified response time
- Patient interaction, communication, & satisfaction
- Twitter, Facebook & Google+
- Tracking patient satisfaction using social media metrics
- Using online tools to measure your influence and effectiveness
- Responding to patient feedback
- Measurement
- Action steps & follow up
- Transforming negative feedback to positive
- Q&A
SPEAKERS
June Connor, MN, RN, NE-BC, Associate Chief Operating Officer/Associate Chief Nursing Officer, Emory University Orthopaedics and Spine Hospital, Atlanta, GA
Connor licensed and opened the Orthopaedics and Spine Hospital in 2008. Since opening, the facility has scored above the 90th percentile in patient satisfaction, with most months in the 99th percentile. Particular focus of practice is in the areas of the ideal patient experience and most recently, design for the future. Connor has had several positions during her career, including practicing as a staff nurse in oncology, neurology/neurosurgery, and critical care at Emory University Hospital; instructor at NHWSON; director of nursing over multiple divisions within the hospitals, and administrator for cardiac service product line of Emory Hospitals. During employment at Emory, her work has also been in the areas of renovations, construction of service delivery, and patient care areas.
Connor is a member of the American Association of Critical Care Nurses, ACHE, GHA, ADA, and American Heart Association. Over the past year, she completed the certificate program Managing Healthcare Delivery in the Executive Education Department at Harvard Business School. Additional program completion includes the Woodruff Leadership Academy at Emory Healthcare.
Sandra D. Mackey, Executive Director, Market Strategy & Support, Emory Healthcare, Atlanta, GA
Mackey is a seasoned marketing professional with a career in marketing and public relations that spans more than 20 years. At Emory, Mackey is responsible for strategic marketing, website strategy and development, advertising, and creative services.
Mackey joined Emory Healthcare in 2005 from one of the largest corporate law firms in Atlanta where she was responsible for all external communications and public relations. Prior to that, she worked for a subsidiary of Southern Company for seven years where she led external marketing efforts and developed a branding strategy to support the spin-off and launch of Mirant, a publicly traded corporation that became one of the nation’s largest non-regulated energy marketing companies.
In 1996, Mackey served as assistant press secretary for the Health and Hospitals Corporation and liaison to the Mayor’s office where she facilitated media relations and developed crisis communications for the largest municipal healthcare system in the nation.
Jeanne Kuriyan, Principal, Sixfold Media, Albuquerque, NM
Kuriyan has more than 25 years of experience in public relations, marketing communications, and online strategies, helping healthcare organizations to better position, promote, and establish their brands. She runs Sixfold Media with a partner from Time Magazine where the focus is on social media, online strategies, and reputation management.
Previously Kuriyan started and managed her own public relations agency in California where she assisted clients, including major technology companies such as Motorola and FileNet, to forge strong media contacts and enhance product and brand awareness. She also served as head of public relations for major software company Ashton-Tate and TRW, Inc.
Su Avasthi, Partner, Sixfold Media, Albuquerque, NM
Sue brings a solid digital and print media background to Sixfold Media. Since 2002, Su has helped a wide range of healthcare clients expand their media and online presence, including physician-run practices, health clinics, national laboratories and biotech companies.
She has more than 12 years of experience as a journalist at the New York Post, the New York Daily News, People.com and, most recently, USA Today. Su's avid interest in online media and communication strategies began in 2000, when she wrote for a column on Time Warner's website using one the industry's earliest blogging platforms. Su has written extensively about health and maintained a daily blog column called It's Not Easy Being Green at LIME.
Su earned a Masters in English from New York University and a B.A. from Pitzer College in Claremont, CA.
WHO SHOULD ATTEND?
Chief marketing officers, marketing directors, vice presidents of marketing, marketing executives, CEOs, CFOs, COOs, communications managers, community relations managers, hospital, health system, and group practice administrators, strategic directors, advertising and PR directors, agencies, consultants, service line administrators/leaders, public relations professionals, planning and business development leaders, physician relations directors, strategic planners, planning and decision support staff
New Purchase Option––WEBCAST ON–DEMAND
In addition to the regular CD purchase option for HealthLeaders Media Webcasts, we are pleased to offer a new option: Webcast on–demand. When you purchase a Webcast on–demand you will be able to view the program anywhere and anytime by logging into your account on www.HealthLeadersMedia.com. It's also a perfect training tool for new staff or as a refresher for veteran staff.
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