HCAHPS for Marketers: Manage information not crises
Register for this webcast
Sponsored by Health Marketing Advisor
Wednesday, January 16, 2008
1:00 - 2:30 p.m. (Eastern)
12:00 – 1:30 p.m. (Central)
11:00 – 12:30 p.m. (Mountain)
10:00- 11:30 a.m. (Pacific)
Is your department ready for the release of HCAHPS scores in March?
Whether you’re expecting your organization’s scores to be top-notch or have room for improvement, this 90-minute Webcast will show you how preparation and planning now can help you craft appropriate media responses and prevent the release of patient satisfaction scores from turning into a public relations crisis.
Three of your peers will provide strategies and tools for handling the release of your data and ideas for educating the media and the public about what it all means. They’ll discuss the importance of preparation, and how to respond if your organization’s scores aren’t at all what you expect.
By the end of this program you and your colleagues will be able to:
- Analyze your organization’s “crisis” risk for HCAHPS
- Create a plan for communicating with the media and the public about HCAHPS
- Plan appropriate responses for inquiries about your organization’s scores, good or bad
- Learn from one organization’s experience with reporting of patient satisfaction scores
- Issues management
- Issues management vs. crisis management: How are they different?
- HCAHPS is an issue, not a crisis
- Preparing responses for good or bad numbers
- How to prevent a crisis
- What makes a crisis
- How to determine your organization’s vulnerability
- Issue management and crisis management similarities
- Proactive preparation
- Media relations
- Case study: Learn how one hospital fared when Massachusetts mandated the release of patient satisfaction data
- Why this data release was a crisis
- Tactics that worked or did not work
- Lessons learned
Frederick C. Bagg, APR, Fellow PRSA , director of strategic planning and research, St. Francis Hospital and Health Centers, Beech Grove, IN; Frederick C. Bagg has more than 30 years experience in public relations, marketing and planning. For 27 years he was the director of community relations and marketing at St. Francis Hospital and Health Centers of Indianapolis, but moved to a new role in strategic planning at the hospital in October 2005. Bagg has been accredited by the Public Relations Society of America (PRSA), the International Association of Business Communicators (IABC), and the American Society for Health Care Marketing and Public Relations (ASHCMPR) and was selected to ASHCMPR’s College of Fellows in 1995.
Dan Millar, Ph.D., APR, Fellow PRSA, president of Millar Communication Strategies; Dan Millar has more than 40 years experience in public relations as practitioner and educator. Dan holds a BA in from Wabash College, an MA from Northwestern University, and a PhD from Michigan State University. He has been accredited by the Public Relations Society of America (PRSA). He was elected to the PRSA College of Fellows in 2004. He and his wife, Kay, own Millar Communication Strategies, a PR, communications, and marketing consultancy,
Candace Quinn is CEO of the consulting firm Brand=Experience in MacLean, VA. Quinn has 25 years of hospital marketing experience. She was formerly the director of marketing for Baystate Medical Center in Springfield, MA, and the chief marketing officer at Inova Health System in northern Virginia.
WHO SHOULD LISTEN
Director of Marketing, VP of Marketing, Marketing Coordinator, Public Relations Manager, Communications Coordinator
Webcast System Requirements and Program Materials
Please note to fully benefit from the Webcast experience, you will need a computer equipped with an Internet connection, Macromedia Flash Player 6.0 or higher, computer speakers with a soundcard, the following browsers: Netscape Navigator 4.7 or Internet Explorer version 5 or higher, and a recommended screen resolution: 1024x768.
Prior to the Webcast, you will receive an e-mail with detailed system requirements, your log-in information, presentation slides, and other materials that you can print and distribute to all attendees at your location.
New Purchase Option-- WEBCAST ON-DEMAND
In addition to the regular purchase option for HealthLeaders Media webcasts- CD - 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 any where and any time 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.
- Participation in the Webcast is just $259 per site. All materials must be retrieved from the Internet. Live orders are assessed a $5 processing fee. CD and combo orders are charged $18 for shipping and handling.
- Prior to the Webcast, you will receive an e-mail with detailed system requirements, your log-in information, presentation slides, and other materials that you can print and distribute to all attendees at your location