Survival Strategies for the Emergency Department

Webinar

Wednesday, June 11, 2008

12:00 p.m.–1:30 p.m. Eastern Time
11:00 a.m.–12:30 p.m. Central Time
10:00 a.m.–11:30 a.m. Mountain Time
9:00 a.m.–10:30 a.m. Pacific Time

Emergency department (ED) staff members perform incredible work under very difficult circumstances yet seldom are appreciated for their efforts. This is evident by lower than desired “likely to return,” “likely to recommend” and “overall satisfaction” scores in the ED as measured by the patient satisfaction measurement tool. As a result, many customer service experts promote pneumonics that assist the healthcare provider and enhance the patient care experience. Unfortunately, these methods are often debunked by emergency department staff under the premise that the ER is “different and unique”—too fast paced, too high pressured and too chaotic to fit into the standard plan used by other hospital departments. Therefore, administrative staff responsible for the ED, who are eager to push patient satisfaction scores to the top quartile or even top 10 percent, should acknowledge the special challenges of the ED and promote specific strategies to overcome each one.

This program teaches ED personnel:

To recognize and avoid potential destructive confrontations in the ED
To respect and value each member of the ED team
To consider every person encountered in the ED as a “customer”
To hold each other accountable for negative behavior

You Will Learn:

The value of high-patient satisfaction
To list the obstacles to good customer satisfaction
To raise collective and individual accountability for good patient satisfaction
To describe the key 120 seconds of a patient visit regarding patient satisfaction

Presenter:

Randal Dabbs, MD
President and Chief Medical Officer
TeamHealth Midsouth
Knoxville, Tennessee

Who Should Participate:

Healthcare executives at all levels.

Registration Fee:

ACHE affiliates: $175
Nonaffiliates: $195

Additional Registrations:

For an extra $55 per person, additional participants at an organization where a full registration has been purchased may register and receive Category I (ACHE education) credit. Registration must occur prior to the start of the webinar to receive credit. Only the original registrant will receive the webinar links. Please call KRM Customer Service at (800) 775-7654 and identify the original registrant.

Continuing Education Credit:

In addition to the 1.5 Category I (ACHE education) credits assigned to this seminar, ACHE is accredited by other organizations to provide continuing education credit. View information about these organizations.

Registration

Register online
To register by phone, call (800) 775-7654. (Phone registrations will be accepted until the day of the conference.)

Cancellation Policy

To cancel your webinar registration, please contact KRM Customer Service no less than 14 days prior to the program to receive a full refund. If you cancel registration less than two weeks prior to the conference, you will receive a full credit or a refund, less a $50 processing fee. (The credit can be used toward any ACHE educational offering within one year of issue.) Once the conference begins, no credits or refunds will be granted, and all fees will be forfeited; however, you may register a substitute attendee prior to the conference if you cannot attend. If you have any questions, please contact KRM Customer Service at (800) 775-7654 or custserv@krm.com.

Webinar CD

Order a copy of this webinar CD. Shipped approximately two weeks following the program, the CD is available at the following rates:

ACHE affiliates: $175
Nonaffiliates: $195

Note: ACHE will not grant Category I (ACHE education) or Category II (non-ACHE education) credit to CD buyers.