Dignity Health-St. Rose Dominican Leaders Tapped to Speak at UNLV’s Harrah Hotel College 2nd Annual Hospitality in Healthcare Conference

By | Hospitality in Healthcare
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Three leaders from Dignity Health-St. Rose Dominican – Chief Experience Officer, Maggie Ozan-Rafferty, VP of Strategic Marketing, Kate Grey, and Jason Grattini, Manager of Patient Experience – will be the only local speakers at this year’s Hospitality in Healthcare Conference, put together annually by UNLV’s William F. Harrah College of Hotel Administration, the Las Vegas Convention and Visitors Authority and Las Vegas HEALS. This year’s conference will take place on Monday, November 14 at the Stan Fulton Building on the UNLV campus.  

“This is a great opportunity for healthcare leaders to leverage the expertise of some of the best service providers in the world,” said Maggie Ozan Rafferty, chief experience officer for Dignity Health-St. Rose Dominican. “There are many synergies between the hospitality and healthcare industries and we are looking forward to sharing our experiences and best practices with healthcare leaders from around the country.”

The conference, hosted by the college’s Professional and Leadership (PLuS) Center, will bring high performing healthcare firms and executives from the hospitality industry together to share best practices for improving patient satisfaction and healthcare outcomes. As the patient experience continues to play a more critical role in how health care providers are reimbursed by insurance companies, creating a distinctive patient experience is quickly becoming the new gold standard. The conference, as part of The PLuS Center’s How Vegas Does Vegas™ education series, will give healthcare providers behind-the-scenes insights into how excellent service delivery promotes patient satisfaction. Some of the hospitality industry’s most successful leaders will be on hand to present real case studies that can be applied to any healthcare organization.

“Patient experience is one of the most fundamental pieces of healthcare, yet, most aren’t getting it right,” said Brian Brannman, senior vice president of operations, Dignity Health Nevada. “Through our Hello humankindness movement, we have set a level of expectation for what the patient experience should look like. Dignity Health-St. Rose Dominican is honored to be the only local health organization speaking at this event.”

To learn more about this event or to register to be a part of this important discussion, please visit https://www.lasvegasheals.org or call the UNLV PLuS Center at (702) 895-4430.


About Dignity Health-St. Rose Dominican

As the community’s only not-for-profit, religiously sponsored health system, Dignity Health-St. Rose Dominican has been guided by the vision and core values of the Adrian Dominican Sisters for more than 65 years. As the Henderson and Las Vegas communities grow, the three St. Rose Dominican hospitals (the Rose de Lima, Siena and San Martín Campuses) and more than 3,400 employees will continue the Sisters’ mission of serving people in need. St. Rose Dominican is a member of the 21-state Dignity Health network of nearly 11,000 physicians, 56,000 employees, and more than 300 care centers, including hospitals, urgent and occupational care, imaging centers, home health, and primary care clinics. For more information, visit our website at strosehospitals.org or follow us on Facebook, Twitter, YouTube or our Blog. St. Rose is hiring! To apply for an open position, visit our careers website.

About Las Vegas HEALS

Founded in 2002, Las Vegas HEALS (Health, Education, Advocacy, and Leadership in Southern Nevada) is a nonprofit, membership-based association whose mission is to foster strategic alliances in the healthcare and wellness communities, collaborating on workforce issues, and being a proactive force for legislative initiatives to improve access and enhance the delivery of high quality healthcare. The organization now represents members who collectively employ over 28,000 health care professionals. Recent initiatives have included the release of the Las Vegas Regional Strategic Plan for Medical & Wellness Tourism, the expansion of graduate medical education, and the issue of reimbursement rates.

UNLV’S HARRAH HOTEL COLLEGE ANNOUNCES 2ND ANNUAL HOSPITALITY IN HEALTHCARE CONFERENCE

By | Hospitality in Healthcare
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Healthcare Providers Join Hospitality Experts to Explore the Implications of Patient Satisfaction in the Race for Reimbursement

LAS VEGAS – UNLV’s William F. Harrah College of Hotel Administration, in conjunction with the Las Vegas Convention and Visitors Authority and Las Vegas HEALS (Health, Education, Advocacy and Leadership of Southern Nevada), is pleased to announce the 2nd Annual Hospitality in Healthcare Conference on Monday, November 14th, 2016, at the Stan Fulton Building on the UNLV Campus. The conference, hosted by the college’s Professional and Leadership (PLuS) Center, will bring high performing healthcare firms and executives from the hospitality industry together to share best practices for improving patient satisfaction and healthcare outcomes.

As the patient experience continues to play a more critical role in how health care providers are reimbursed by insurance companies, creating a distinctive patient experience is quickly becoming the new gold standard. The conference, as part of The PLuS Center’s How Vegas Does Vegas™ education series, will give healthcare providers behind-the-scenes insights into how excellent service delivery promotes patient satisfaction. Some of the hospitality industry’s most successful leaders will be on hand to present real case studies that can be applied to any healthcare organization.

This program, designed specifically for healthcare professionals, will be led by Dr. Stowe Shoemaker, Harrah Hotel College dean and expert in loyalty and customer satisfaction practices, as well as Doug Geinzer, CEO of Las Vegas HEALS. Speakers include Dr. Joseph Steele from MD Anderson Cancer Center, Sharon Messimer of Texas Health Resources, Peter Yesawich from Cancer Treatment Centers of America, Eileen Moore Regional President Caesars Entertainment . Central to the discussion will be Shoemaker’s “Loyalty Circle,” which is being successfully applied in healthcare organizations, such as MD Anderson, and in numerous well-known hospitality and gaming properties throughout the world.

The keynote presentation will be delivered by Leah Binder, president and CEO of The Leapfrog Group, the nation’s nonprofit purchaser-driven enterprise to drive a transparent market for high-value hospital care. Binder will summarize purchaser strategies at the national level that include the alignment of benefit programs with CMS’ value programs, while working with plans and others to tie payment to excellence.

To learn more about this event or to register to be a part of this important discussion, please visit www.lasvegasheals.org or call the UNLV PLuS Center at (702) 895-4430.

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Cleveland Clinic – Healthcare Interior Design Program

By | Education, Hospitality in Healthcare, Innovation

Wednesday, aug. 24, 2016, las vegas – cleveland clinic lou ruvo center for brain health and the university of nevada, las vegas (unlv) have teamed up to offer the first master of healthcare interior design program in north america. The post-professional program, which is part of the school of architecture, provides students with a unique, cross-disciplinary and research-driven educational experience focusing on the design of healthcare environments for those living with neurodegenerative diseases.

As part of the collaboration, specialists in neurology, psychiatry and neuropsychology at cleveland clinic lou ruvo center for brain health (cclrcbh) will provide unlv students with the medical knowledge necessary to understand the considerations and challenges in designing living and working environments for the neurologically impaired and to prepare program graduates for careers in the healthcare interior design profession.

“the new master’s program builds on the monumental success we had with the healthcare design courses in the interior architecture and design undergraduate professional program, which we started four years ago,” said dr. Dylan wint, cclrcbh’s nv energy chair for brain health education. “the center and unlv have a long and thriving history in research collaboration and it’s encouraging to see our program, which benefits the lives of the patients we treat here at the center, continue to grow and make advancements in healthcare and interior design.”

The evidence-based program, which will welcome its first class of students on aug. 29, uses current research and trends in neuroscience to create healthier spaces, which ultimately make those living with brain diseases feel better and perform better in day-to-day activities. Students will take into account things like the acoustic environment, lighting and the use of natural materials to design a space that feels warmer and less industrialized, which tends to have a positive impact on patients.

“this will lead to graduates who are creative and innovative problem-solvers and who can productively function across disciplines creating a better educated workforce for the jobs of the future in the $3 trillion united states healthcare market, the largest healthcare industry in the world,” said professor attila lawrence, who is heading the new program.

For additional information about cleveland clinic lou ruvo center for brain health, visit clevelandclinic.Org/brainhealth. For additional information about unlv, visit unlv.Edu.

About Cleveland Clinic
Cleveland Clinic is a nonprofit multispecialty academic medical center that integrates clinical and hospital care with research and education. Located in Cleveland, Ohio…

Rude Staff Can Damage The Patient Experience

By | Hospitality in Healthcare, In The Media | No Comments

Too many healthcare workers learn their customer service skills “from the University of the Abrupt that offers a major in brusque with a minor in terse,” according to Korda’s column. He recalled his first visit at another doctor’s office where he was greeted with a command from the young woman behind the desk. “Last name,” she said, without a smile or a please.

Read more at FiercePracticeManagement.

 

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United Health Foundation Presented UNLV School Of Medicine With A $3 Million Grant

By | Education, Hospitality in Healthcare, Recent Releases, University of Nevada Las Vegas (UNLV) | No Comments

Friends and Colleagues,

What an exciting day. The United Health Foundation presented the UNLV School of Medicine with a $3 million grant. The funds will support new programs and help us plan UNLV community health clinics where our students will spend their third year taking care of patients and learning under the supervision of faculty physicians and other health professionals.

Community Health Clinics
A core piece of our clinical program will include support for the expanded Medicaid population that needs greater access to primary care in Nevada. Our clinics will be located in high-need areas and provide patients a place to access all the basic specialties. Our medical students will learn these specialties — family medicine, Issue39internal medicine, pediatrics, obstetrics and gynecology, surgery, neurology and psychiatry — while working in the clinic. Patients will receive a range of services including check-ups, chronic disease management, and care for colds and flu.
Longitudinal Integrated Curriculum
Most medical schools require third-year students to spend most of their time in the hospital learning one specialty at a time. This is called the clerkship year. Our model — the longitudinal integrated clerkship — is completely different. Our students will complete their clerkship entirely in the outpatient setting, where students will learn each specialty over the course of a year, i.e., obstetrics on Monday, family medicine on Tuesday, neurology on Wednesday, and so on. Hospital experiences will take place at the end of the third year and during the fourth year.
Innovative curriculum
The grant also provides support for three innovative programs in our curriculum: population health, hospitality in health care, and bioethics.
  • Population health: Instead of the traditional clinical model, physicians receive incentives to keep you healthy, focus on preventive care, manage chronic diseases, and keep patients out of the emergency rooms or hospital for minor illnesses. Our practices will make profit by keeping patients healthy and ensuring medical care is provided in an effective and efficient manner. This is called population health. With support from the grant we will hire a specialist in population health to guide our population health strategy and research. Our goal is to publish papers based on our findings so we can help others deliver medical care using this model.
  • Hospitality in health care: Since I arrived in Las Vegas, I’ve been so impressed at how hotels and restaurants make their establishments feel welcoming and comfortable. In coordination with UNLV’s Harrah Hotel College, we will hire a joint faculty member to help us plan and incorporate many hospitality best practices into our clinics. This is important in medicine. Many insurance companies now recognize the importance of patient satisfaction. They are now measuring these outcomes and have begun to give additional incentives to doctors with high patient satisfaction.
  • Bioethics: The final project the grant will support is one I’ve described here before, bioethics. We will hiring a faculty member in this area to serve as a resource for planning our curriculum and working with the UNLV Boyd School of Law. They will encourage students and faculty to discuss and share personal points of view on ethical issues that arise in routine patient care. Ethical issues often don’t have a black or white answer but often involve social, cultural, legal and other issues that need to be considered when helping an individual patient and their family. The kinds of issues may include decisions on end-of-life care, how to handle an adolescent with a venereal disease and who needs to be told about that diagnosis, and what should be done about a child who appears to have an addiction.
We are very pleased to be partnering with the United Health Foundation and are grateful to the entire UnitedHealth Group for their incredible support. We also want to thank the Nevada System of Higher Education Board of Regents for their support and help — especially Regents James Dean Leavitt, Dr. Mark Doubrava, and Kevin Page for their vision to create a medical school in Southern Nevada.
Best wishes,
Barbara  

Read more in the UNLV School of Medicine newsletter Rounds.

Interested in receiving weekly email alerts about UNLV Medicine newsletter Rounds? Click here or email pam.udall@unlv.edu for more information.

Improve The Patient Experience By Consulting Models Outside Of Healthcare

By | Healthcare Innovation OPM, Hospitality in Healthcare, In The Media | No Comments

Healthcare is hospitality with healing. Or, if you prefer, it’s healing with hospitality.

The healing part of this equation, the clinical outcome, is indisputably important. But the hospitality side of the equation, what we call “the patient experience,” also matters to patients and to their loved ones. Unfortunately, the approaches we’re currently taking with the patient experience aren’t ever going to bring us the results.

Read more at Forbes.com.

 

‘A Hospitality Feel’: Designing The New Henderson Hospital

By | Developments, Healthcare Tourism OPM, Hospitality in Healthcare, In The Media

A styrofoam world exists on the third floor of Centennial Hills Hospital, complete with replicas of patient rooms, an emergency department, nurses’ station and neonatal intensive care unit. Scattered throughout are real chairs and couches, beckoning passersby to give them a try.  The Valley Health System transformed the empty hospital floor into a life-size mockup of future settings at Henderson Hospital.

Read more at the Las Vegas Sun.