Agenda

Tuesday, April 13

12:00 pm - 6 pm
Barry Spiegelman Memorial Golf Classic - Sky Creek Ranch Golf Club
Additional registration required. Visit www.barryspiegelmanmemorial.com for more information. All proceeds donated to the UCLA Art of the Brain for Brain Cancer Research.

6:00 - 9:00 pm
Post-Tournament Reception - Hilton Southlake Hotel
Hors Devours, Cocktails, Raffle and Silent Auction. all proceeds donated to the UCLA Art of the Brain for Brain Cancer Research.

Wednesday, April 14

9:00 am -12:00 pm
Pre-conference Sessions: Maximizing the Value Beryl Can Deliver!
Beryl 101 • Reporting • Post Discharge Services • Scheduling • Tour of Beryl

1:00 - 2:00 pm
Welcome - Beryl 2010 and Beyond: Where We're Headed
Keynote - Paul Spiegelman, CEO of The Beryl Companies; Executive Director, The Beryl Institute

2:00 - 3:00 pm
The Patient Experience
Keynote - Bridget Duffy, Former Chief Experience Officer, Cleveland Clinic

3:15 - 4:00 pm
Delivering Customer Service Experiences in Healthcare
Jason Wolf, Executive Director, The Beryl Institute

6:00 - 10:00 pm
Dinner and Casino Night

Thursday, April 15

8:30 - 9:45 am
Relationship-Based Care: The Power of Teamwork to Improve the Patient Experience
Keynote - Jayne Felgen, President, Creative Health Care Management

9:45 - 10:45 am
A Case Study: Relationship-Based Care
Jayne Felgen with Matt Marchbanks, General Manager, Sodexo

11:00 am -12:00 pm
Engaging Consumers through Social Media: Creating Positive Patient
Experiences Pre Care
Rachelle Montano, Vice President, Consulting Operations, Greystone.net

1:00 - 2:45 pm
Concurrent Breakout Sessions
Healthcare organizations share proven practices to accelerate improvements and performance.
Event Marketing • Social Media • Community Engagement

Session 1:  Improving Patient Experience & Recovery Process through the Care Continuum
David Schofield
President & CEO
Skylight Healthcare Systems

Session 2:  Creating Exceptional Patient and Family Experiences: Transforming from a Service Culture to an Experience Culture
Nicole Nicoloff
Director, Exceptional Patient and Family Experiences
Community Health Network

Session 3:  Best Practices in Campaign Marketing and

Understanding ROI
Peggy Mika
Director of Marketing Communications
Christiana Care Health System

Session 4:  Going Social: How Alegent Health Integrated Social Media into Its Communication Strategy
Meagan O'Dea, Marketing Strategist
Jennifer Homann, Communications Specialist

Alegent Health

3:00 - 4:00 pm
Customer Experience - A Generational Perspective
Keynote - Michael Howe, Former CEO of Minute Clinic

4:00 - 5:00 pm
Branding - Full Circle Engagement with your Consumer
Virginia Rose, Vice President Strategy and Operations, Presbyterian Dallas Hospital

Note: Dinner on your own

Friday, April 16

8:30 - 9:45 am
PEAK: How Great Healthcare Companies Get Their Mojo from Maslow
Keynote - Chip Conley, Author of PEAK, CEO of Joie de Vivre

10:15 - 12:00 pm
When the Music Changes So Must the Dance: Measuring the ROI of Creating a Great Patient Experience
Lynne Cunningham, Consultant, The Studer Group