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Concurrent Programming During the Annual Membership Meeting on Oct. 24


We are, once again, excited to include some additional programming at this year’s Annual Membership Meeting. Now in its second year, the Health Care Management Summit was designed as a cost-effective way to encourage members to experience the IHA Annual Meeting as a team. This concurrent programming will feature practical, solutions-based content targeted at both middle and upper management. Each agenda topic will be structured to appeal to a wide range of ​disciplines. 

Target Audience
All hospital professionals employed by an IHA member facility are invited to attend. The content has been designed to appeal to a wide range of disciplines within the health care industry.​

Registration
Registration is free to all indi​viduals employed by an IHA member facility and includes all Summit sessions, lunch, and refreshments. If you are unsure if your facility is a member, feel free to reach out to Laura Gilbert, or view the complete IHA Member Directory on our website. ​Download the broc​hure and  sign up today!

Hotel Accommodations
The Westin Indianapolis​ is centrally located in the heart of Indianapolis at:
241 West Washington Street
Indianapolis, IN 46204​
317-262-8100​
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Reserve hotel accommodations at The Westin Indianapolis  by Sept. 30 at the IHA group rate of $259, based on availability.​ ​

Th​ursday, October 24 ​Agenda Highlights

9:30 a.m. 
Opening Remarks
Kris Kir​schner, Emcee and Director of Corporate Communications at Community Health Network

9:45 – 10:45 a.m.
Servicetopia: The Ultimate Customer Service ExperienceJasonYoung_photo.jpeg
Jason Young, Author, Former Senior Executive at Southwest Airlines 

Drawing from his experience at Southwest Airlines, Jason Young explains how a company can deliver a transformational service experience — Servicetopia — with each and every customer encounter. 

What is Servicetopia? Imagine an environment where all employees are aligned with the mission and vision of the company and every day, they go to work committed to providing exceptional service to every customer. They understand their purpose in the organization. They perform their duties with passion as they seek to meet every customer’s needs. They are professional and work tirelessly to build customer loyalty. They follow a carefully outlined process to ensure customer satisfaction and eliminate pain and frustration. And in the end, they add a little pizzazz to surprise and delight the customer. Purpose. Passion. Professional. Process. Pizzazz. These are the hallmarks of Servi​cetopia, the behaviors required for delivering exceptional customer service every day. 

In this keynote, Jason Young shares how a company can deliver on Servicetopia, where high levels of customer satisfaction and retention are sustained, and where employees derive personal and professional satisfaction from delivering great service and the customer is the beneficiary. You’ll discover that a commitment to Servicetopia can help your organization make a name for itself and impact the bottom line.

10:45 – 11:45 a.m.
Suicide Prevention: Fostering Change in Indiana's CommunitiesJulia Hebenstreit sm.jpg
Julia Hebenstreit, Executive Director of the Kim Foundation

​Every 13 minutes, a person dies by suicide in the U.S.  One in five adults in America experience a mental health condition, and nearly 60% of them didn’t receive services in the previous year. ​

The Kim Foundation’s executive director will join us to discuss:   
Successes with the 13minutes public awareness campaign and engaging the community
Importance of going beyond the hospital walls
The role you can play in saving lives
The requirements for cultural and organizational change 
Suicide prevention statistics, facts, and relation to the health care industry 
Models that have seen success throughout the country

11:45 a.m. – 12:45 p.m.
​Lunch and Networking
 
12:45 - 1:45 p.m.
How Consumers Perceive Our Hospitals: An Indiana StudyDixie_2018_media.jpg
Dixie Platt, IHA Vice President, Communications and Federal Relations

The cost of health care in Indiana and across the country is impacting both the consumer pocketbook and the employer bottom line. Increasing attention is being paid to hospital costs and the role they play in health care inflation. IHA has undertaken consumer research to understand the public messages that best explain the many ways in which hospitals benefit the public in communities across the state. 

The objectives of this research include:
Assessing public perceptions of Indiana hospitals
Identifying the factors driving those perceptions
Measuring awareness of news stories about hospital costs
Evaluating reactions to message concepts about the role and value of Indiana hospitals

We’ll discuss several key findings from the study and the implications they might have on your external hospital communication strategies.


1:45 – 2:45 p.m.
The Total Package: Local and National Trends in Compensation & Benefits
Gallagher, Lincoln Financial Group
 
Employees drive the success of your organization, but is your current retention plan competitive enough to keep them in place? Are you working to motivate them and to recruit the next generation of leadership? The advantages of cultivating a high-performing team are many: keeping institutional knowledge in-house, avoiding operational disruptions, and advancing strategic priorities. A robust benefits program is a powerful tool to attract new talent, as well as motivate your current team.

IHA Endorsed Business Partner Lincoln Financial Group will co-present this session with Gallagher, IHA’s Insurance Solutions Provider, to discuss both local market and national trends in health care compensation and benefits data. 

Earlier this year, 109 member hospitals participated in the IHA Benefits and Compensation Study. The Indiana hospital survey results--coupled with a national comparison--will help to guide the discussion, allowing our presenters to share tips to help you stay current with the trends that are shaping today’s changing compensation and benefits landscape.

2:45 – 3:30 p.m.
Passwords: The Necessary Evil
Purdue Healthcare Advisors
 
Although it meets most online password requirements, most of us know that Password123! is not a good choice. But creating--let alone remembering--numerous passwords is an annoying task, and many of us have become adept at recycling passwords. Given the innumerable personal and professional passwords we each possess, Purdue Healthcare Advisors, IHA’s Platinum ​Partner, cannot overstate how important it is to have a strong, unique, and lengthy password because they are often the first line of defense in protecting your information. Join IT experts from Purdue Healthcare Advisors for a crash course on password hygiene and why it’s important. Plus, they'll provide tips for creating (and remembering) a secure, strong password.