Conference Program
Wednesday September 25, 2013
5:00 pm - 7:00 pm / President's Welcome Reception / Join the TAPS board members, conference speakers and your peers for informal networking opportunity /
El Capistrano
Thursday September 26, 2013
8:00 am to 8:45am / Registration / Breakfast - Ole! / Concepcion
8:45 am to 9:00 am / Welcome
Peggy Creany, TAPS President / Welcome / Espada
9:00 am to 10:15 am / Opening Keynote Leana Wen, MD, MSc Attending emergency physician; Director, patient-centered care research, George Washington University / When Doctors Don't Listen: How to Avoid Misdiagnosis and Unnecessary Tests / Espada
Break & Exhibit Hall OPEN / Concepcion
10:45 am to 11:45 am / Legislative Update Elizabeth Sjoberg, RN, J.D. Associate General Counsel, Texas Hospital Association / Healthcare Legislative Update: Changes on the Way for the Patient Advocate / Espada
Break & Exhibit Hall OPEN / Concepcion
12:00 pm to 1:00 pm / TAPS Business Luncheon Peggy Creany, TAPS President / Anna Mary Lindsey Award, 2013 TAPS Board of Directors presentation / Concepcion
1:00 pm to 2:00 pm / Panel Discussion on Diversity Kay Chiodo, CEO Deaf Link, Inc.; Doug Green, Field Market Manager, Healthcare, LanguageLine; the Rev. Dr. Chrys Parker, J.D.; Geronimo Rodriguez, VP Diversity & Community Outreach, Seton Healthcare Family
/ How Can We Best Advocate for Diverse Patients? …from language barriers to life experiences / Espada
Break & Exhibit Hall OPEN / Concepcion
2:15 pm to 3:00 pm / Brett Webb-Mitchell, M.Div., Th.M, PhD
Author, On Being a Gay Parent: Making a Future Together / "You Want to See My Papers? The Hospital and Lesbian, Gay, Bisexual, Transgender, Queer/Questioning People." / Espada
Break & Exhibit Hall OPEN / Concepcion
3:15 pm to 4:00 pm / Speed Session Deb Stargardt, MBA, FACHE Patient Experience Advisor, Press Ganey / Patient Satisfaction Related to the Patient Advocate Role / Espada
Break & Exhibit Hall OPEN / Concepcion
4:15 pm to 5:00 pm / Ellen Martin Senior Patient Liaison, Harris Health System / Animal-Assisted Therapy: Where Did it Come From and Where is it Going / Espada
THURSDAY September 26, 2013
5:30 pm to 7:30 pm / Networking Event Sponsored by Language Line Services / Fiesta on the River / Omni La Mansion del Rio
El Capistrano
Friday September 27, 2013
8:00 am to 8:30 am / Breakfast / Continental Style Breakfast / Concepcion
8:30 am to 9:15 am / Kimberly Goode, MA Director Customer Service and Patient Experience, St. Joseph Medical Center / Working with Nursing to Improve Patient Satisfaction / Espada
Break & Exhibit Hall OPEN / Concepcion
9:30 am to 10:15 am / Murat Philippe Director of Workplace Consulting Services, Avatar Solutions / Customer Service in the HCAHPS Era / Espada
Break & Exhibit Hall OPEN / Concepcion
10:30 am to 11:15 am / Brian Maziarz Regional Director, HealthStream / Best Practices for Improving HCAHPS Scores / Espada
11:15 am to 12:15 pm / Susan Penney, J.D.
Directorof Risk Management
UCSF Medical Center
Break & Exhibit Hall OPEN / Working with Patients that Exhibit Disruptive Behavior / Espada
Concepcion
12:25 pm to 1:30 pm / Closing Keynote & Lunch Chris Thrash, MHA
President/CEO, Chris Thrash and Associates / The Power of One: The Role of Accountability as it Relates to Patient Satisfaction / Espada
10 NURSING CEUs provided-SOCIAL WORK CEUs will be provided