“A good doctor treats the disease. A great doctor treats the patient who has the disease.” Healthcare partners need to earn patients’ trust. Patient safety and quality healthcare delivery are priorities for top-performing hospitals and healthcare systems everywhere, but achieving big gains requires difficult transformational work. This bundle focuses on successful approaches for improving care delivery while maintaining clinical excellence and establishing positive community relationships. Healthcare CEOs Marna P. Borgstrom, FACHE, CEO, Yale New Haven Hospital and Yale New Haven Health, and David L. Callender, MD, president/CEO, Memorial Hermann Health System, take a deep dive into operational performance, healthcare strategy, improving clinical quality, personal authenticity and leading change to achieve both enhanced patient care and overall organizational advancement in “Master Series: Masters of Care Delivery.” And leaders discuss the importance of real-time contextual information to support care team decisions, trigger early interventions and get results, along with the potential of digital to extend care beyond the hospital so patients feel continually cared for in “Achieving High-Reliability Healthcare With Real-Time Interventions for Targeted Patient Populations” and “The Future of Patient Experience—Our ‘New Normal.’”

Learning Objectives:

• Examine the role senior healthcare executives play in leading care delivery initiatives.
• Identify successful approaches for improving care delivery processes while maintaining clinical excellence and positive community relationships.
• Discover ways to put clinical data to work to support care team decisions, trigger early interventions and get results, all in real-time.
• Investigate the role of healthcare command centers in the journey toward high reliability healthcare.
• Explore the Covid-19 Care Playbook and innovative approaches used to build trust and deliver compassion while treating the disease.
• Learn the value of building an explicit culture that stands the test of a health crisis, with processes and a framework in place to help you weather the storm.

Master Series: Masters of Care Delivery

Presented By:

• Marna P. Borgstrom, FACHE, CEO, Yale New Haven Health/Yale New Haven Hospital
• David L. Callender, MD, President/CEO, Memorial Hermann Health System
• Moderator: Susan Dentzer, Senior Policy Fellow, Robert J. Margolis Center for Health Policy, Duke University

Achieving High-Reliability Healthcare With Real-Time Interventions for Targeted Patient Populations

Presented By:

• Barb Collins, RN, President/CEO, Humber River Hospital
• Jeff Terry, FACHE, CEO, Clinical Command Centers, GE Healthcare

The Future of Patient Experience—Our “New Normal”

Presented By:

• Jake Poore, President/Chief Experience Officer, Integrated Loyalty Systems, Inc.

This session was originally presented at the 2021 Congress on Healthcare Leadership.

Continuing Education Credit

ACHE Qualifying Education Credit

This recording is eligible for 3 ACHE Qualifying Education credits.

ACHE Education credits will be automatically updated in your My ACHE account upon completion of the recording.

Interprofessional Continuing Education Credit

In support of improving patient care, the American College of Healthcare Executives is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), the American Nurses Credentialing Center (ANCC), and the American Academy of PAs (AAPA) to provide continuing education for the healthcare team.

This activity was planned by and for the healthcare team, and learners will receive a maximum of 3 Interprofessional Continuing Education (IPCE) credit for learning and change. For further information about Joint Accreditation credits and certificates, please click here.

Physician Continuing Medical Education

The American College of Healthcare Executives (ACHE) designates this live activity for a maximum of 3 AMA PRA Category 1 Credits^™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.

Continuing Nursing Education

The American College of Healthcare Executives designates this live activity for a maximum of 3 contact hours of continuing nursing education.

Continuing Pharmacy Education

The American College of Healthcare Executives designates this knowledge-based activity for a maximum 3 contact hours of continuing pharmacy education credit. 

Continuing Social Work Education

The American College of Healthcare Executives designates this knowledge-based activity for a maximum 3 contact hours of continuing social work education credit.

Continuing Education for Dietitians

The American College of Healthcare Executives designates this knowledge-based activity for a maximum 3 contact hours of continuing education credit for Registered Dietitians and Dietetic Technicians, Registered. RDs and DTRs should enter activities offered by jointly accredited providers as type 102 on Professional Development Portfolio (PDP) activity logs. CPEUs awarded must be commensurate with participation in the activity.

Physician Associate/Physician Assistant Continuing Education

The American College of Healthcare Executives has been authorized by the American Academy of PAs (AAPA) to award AAPA Category 1 CME credit for activities planned in accordance with AAPA CME Criteria. This activity is designated for a maximum of 3 AAPA Category 1 CME credits. PAs should only claim credit commensurate with the extent of their participation.