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Thursday, July 11

Quality Improvement
8:00 AM – 9:30 AM

Ken Fazzino, CRA
Philips Medical, Midlothian, VA

Credits: 1.5

Attendees will learn how to use data for acquiring equipment, improve processes, justify team members, as well as learn how to collect, organize, analyze, and present data. Customer service and satisfaction has become and increasing focus in health care. Physicians and their patients are looking at health care providers for a positive patient experience. The customer focus is growing in relevance to the patients visit. The challenge of continuously improving is more important than ever. Identifying your customers to create a pleasant experience as well as positive patient outcomes is the new challenge. The health care industry has recognized that physicians and patients have a choice of where they go for care. How does your facility become more desirable than the others? One answer is an all-encompassing look at the customer’s total experience, start to finish. Key to addressing their needs is continuous assessment of critical customer satisfiers. Knowing how to recognize, evaluate, and implement change to meet your customers needs is critical. Understanding the need is only part of the answer; implementation is the differentiator. Continuous improvement and change is a necessity to success. Breaking down the process into small tangible tasks that can improve the patient experience will give you the competitive edge in pursuit of customer service excellence.

You will learn to:

• Find areas for improvement.
• Organize change.
• Implement change.
• Discuss the keys to success.

Marketing Matters: Building Basics
10:00 AM – 11:00 AM

Peggy Wagner, CRA
CodeRyte, Inc., Rocklin, CA

Credits: 1.0

Competitive markets and diminishing resources create high-level attention on how marketing impacts your future. No longer can you and your staff register for a marketing-exempt status. Keeping employees, physicians, patients, and the community abreast of the activities in the hospital radiology department and imaging centers requires solid planning and innovative thinking. This interactive session will demonstrate the nuts and bolts of marketing, both internal and external, marketing plans and strategies, and the team commitment needed for growth.

You will learn to:

• Identify the key components of marketing.
• Examine how all employees are integral to the marketing team.
• Understand how building a marketing program not only increases financial performance, but also builds strong relationships both internally and externally for your organization.