Wednesday, June 27

(Pre-Conference Programming)

Lunch will be available for registered attendees of both pre-conference sessions.

9 a.m. - 2 p.m.

High-Reliability Healthcare:
Leveraging Physician Engagement and Human Factors Integration

Steve Kreiser, MBA, Partner, Press Ganey Strategic Consulting Group

Marty Wright, Director, Strategic Consulting, Press Ganey Strategic Consulting Group

Engaging physicians in safety, quality, and patient experience transformation efforts has always been an organizational culture challenge. New, value-based reimbursement models for physicians and hospitals require reliable and efficient delivery of safe, high-quality care. The pressures of meeting ever-increasing demand for patient care with a need for efficiency, and the many challenges associated with healthcare technology and information systems has led to a nationwide physician burnout problem. High-reliability organizations seek to build physician and staff resiliency to combat burnout. This enables these organizations to overcome the everyday challenges that can compromise organizational effectiveness while leveraging good human factors design to make it easier for people to do their jobs more effectively and efficiently.

In this five-hour session, speakers from Health Performance Improvement (HPI) Press Ganey will facilitate a discussion on how healthcare systems can better engage physicians to build resiliency while providing a more reliable system within which physicians and staff work and interact. (NAB, ACHE)

12:45 - 3:45 p.m.

Improving the Patient Experience, Building Customer Loyalty

Hosted by the American College of Healthcare Executives

Jake Poore, President and Chief Experience Officer, Integrated Loyalty Systems

Everyone today wants to know how to improve their patient satisfaction scores. Improving the patient experience can no longer be merely a side project or the stuff of an ad hoc task force. Delivering excellent patient experiences consistently must be part of your organization’s DNA—a reflection of who you are as a healthcare provider. A patient’s experience is made up of many moments and connections, where each step and every employee interaction matters. Ultimately, we must apply the same rigor to service excellence as we do to clinical expertise.

In this dynamic presentation, Jake Poore will share a simple tool to help you weave loyalty into your operational protocols. You will see a successful case study of how patient experience improvement was accomplished and sustained at Dignity Health clinics and hospitals, through a proven Lean-like approach to dissecting both the art and science of culture to hardwire world-class patient experiences. (NAB, ACHE)

4 - 6 p.m

HANYS Board of Trustees Meeting

Open to all HANYS members

6 - 7 p.m.

President’s Welcome Reception

Hosted by HANYS PAC

Join HANYS President Bea Grause, your fellow Conference attendees, and key HANYS staff for cocktails and conversation as you enjoy the bustling scenes of Saratoga Springs’ main street. During this reception, we will recognize our 2017 HANYS PAC and AHAPAC Most Valuable Players, and the American College of Healthcare Executives will present its Early Careerist Healthcare Executive Award and Senior Level Healthcare Executive Award.

Dinner on Your Own

Enjoy dinner with friends and colleagues at one of the many dining options offered throughout beautiful Saratoga Springs and the surrounding area.

Conference Agenda

Thursday, June 28

8 - 8:15 a.m


8:15 - 9:15 a.m.

Keynote Address

The American Healthcare System

Elisabeth Rosenthal, MD, Editor-in-Chief, Kaiser Health News; Award-winning Reporter; Former Physician; and Author

In this keynote presentation, Elisabeth Rosenthal, MD will address the ins and outs of the American healthcare system, its policies, and politics. Why are American health costs two to three times more than elsewhere in the developed world? What do terms like “Medicaid block grants” and “individual mandate” really mean for patients and providers? And on a broader scale, how has our healthcare system changed so quickly, and what are the challenges and threats that it faces today? Drawing on her expertise, Dr. Rosenthal unpacks one of America’s most complex and frustrating institutions with a humanist approach, and examines what doctors, patients, and providers can do to help repair it. (NAB, ACHE)

9:15 - 9:45 a.m.

Networking Break

9:45 - 10:45 a.m.

Concurrent Programming

  • Panel Discussion

    Better Value: Lean Management Experiences in Healthcare

    Moderator: Courtney Burke, Chief Operating Officer, HANYS

    Hospitals across New York have adopted Lean management and Lean process improvement as a means of creating more value with fewer resources, for patients and customers. This panel of hospital executives and Lean managers will share their views on how Lean has worked for them, successful strategies and approaches to using Lean, and results achieved. (NAB, ACHE)


    Panel Discussion

    Providing Crucial Behavioral Health Treatment: Hard and Getting Harder

    Moderator: Jeff Gold, Senior Vice President, Insurance and Managed Care, HANYS

    • Michelle LeBeau, RN, MHRM, President and Chief Operating Officer, The University of Vermont Health Network-Champlain Valley Physicians Hospital, and President, Alice Hyde Medical Center
    • Dennis P. McKenna, MD, Senior Vice President and System Chief Medical Officer, Associate Dean for Clinical Affairs, Albany Medical Center
    • Duane Miller, Vice President, Behavioral Health Services, St. Mary's Healthcare

    This panel discussion will address the major factors that are threatening the ability of New York’s hospitals to provide critical behavioral health treatment to patients who frequently manifest complex medical needs. These patients are being admitted to New York’s hospitals, in an environment where there is often a lack of needed coordination between other stakeholders, including payers, subacute facilities, and state and local agencies. The panel will explore the daily struggle to appropriately and safely manage and discharge these patients, and financial and regulatory challenges that force hospitals to consider closing psychiatric units. The panel will discuss possible solution tracks to address the growing pressures in behavioral healthcare delivery. (NAB, ACHE)

    Marketing Your Staff to Deliver a Better Patient Experience

    Mark Shipley, Chief Executive Officer, Smith & Jones

  • You’ve probably experienced empty promises in the marketplace. It’s when marketing messages tout a completely different experience from what you, the consumer, encounter. The same thing happens in healthcare. A television ad may promise short wait times or a print ad may promise friendly staff, when in reality, you’re faced with a full waiting room run by a grumpy receptionist. This happens when hospitals and physician practices fail to communicate and align internal audiences to their brand promise.

    It’s a mistake to take a shortcut with marketing messages by overlooking your most important primary audiences: physicians and staff. When a brand position is communicated to external audiences and the staff isn’t trained on it, the brand promise can’t be delivered consistently. This results in unhappy patients.

    Mark Shipley will discuss why allocating a portion of your marketing budget to target physicians and employees makes good sense. In his presentation, he will share how Ellis Medicine is using marketing to help increase its Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores and improve the patient experience. (NAB, ACHE)

11 a.m. - Noon

Concurrent Programming

  • Panel Discussion

    MAX Series: Facilitated Discussion Forum

    Statewide, dozens of MAX Series projects were implemented as part of the Delivery System Reform Incentive Payment (DSRIP) program. Most DSRIP Performing Provider System organizations now have individuals trained to execute these projects in participating provider organizations. In this session, successful MAX Series participants will discuss how they brought programs to the front lines and how they might scale to a broader population. MAX participants have engaged in a standardized systematic process improvement program to address high utilization—a key in controlling readmissions and achieving success in a value-based purchasing construct. MAX Series participants will share their interventions and their documented results. (NAB, ACHE)

    • Maureen Doran, MBA, MS, Vice President, Integrated Care Network, Center for Regional Healthcare Innovation
    • Al Hammonds, CSSBB, Executive Director, Millennium Collaborative Care
    • Sheila K. Kee, Executive Vice President and Chief Operating Officer, Niagara Falls Memorial Medical Center

    Panel Discussion

    The Challenges of Caring for Those with a Substance Use Disorder

    Moderator: Alan J. Wilmarth, Administrative Director, Behavioral Health, United Health Services

    Opioid dependence and associated drug-related overdose and deaths are serious public health problems in the United States. Historically, substance use disorder (SUD) treatment has been provided in specialty programs, but there is a move toward seeking treatment in the primary care setting. This shift has created challenges for providers and facilities, ranging from ensuring an adequate number of providers who have been trained and are certified to provide medication assisted therapy, to reimbursement concerns. Alan Wilmarth will lead a panel discussion on experiences and solutions associated with caring for patients with SUD in traditional and non-traditional settings. (NAB, ACHE)


    Aligning Hospital Leadership in the Cyber Threat Era

    William F. Pelgrin, Co-Founder and Partner, CyberWA; Global Strategic Advisor; and Chair, Global Cyber Alliance

    In this era of complex cyber security threats, one thing is certain: we can all become victims of a cyber attack. Healthcare organizations need to be as prepared as possible, which means exercise, exercise, exercise. The benefits of preparing are well documented. Through participation in an exercise, everyone involved will be better prepared to respond to an actual cyber event. Short of responding to a real cyber attack, there is no better way of preparing for an event and testing your organization’s ability to recovery from the emergency.

    This breakout session will feature a dynamic, interactive, fast-paced tabletop exercise that will highlight the important roles of executives, medical staff, technology staff, legal counsel, the media, and law enforcement. The purpose is to understand the roles each member of the team contributes during and after an event, and to show the importance of alignment at the leadership level to ensure the best response to a cyber attack.

    HANYS’ cyber advisor, CyberWA, will facilitate this interactive session.

Noon - 2 p.m

President’s Address and Celebration of Members Luncheon

Bea Grause, RN, JD, President, HANYS

During this luncheon, enjoy the opportunity to relax and network with your colleagues. Hear from Bea Grause as she shares her perspective on the current healthcare environment and how HANYS continues to help you navigate the challenges ahead. We will also celebrate the accomplishments of your healthcare partners across the state.

2:15 - 3:15 p.m.

Trust in Healthcare . . . and the Rapidly Evolving Payer/Provider Landscape

Brandon Edwards, Founder and Chief Executive Officer, ReviveHealth

Today’s payer/provider landscape is more dynamic and challenging than ever before. This session will explore the current issues and what’s coming around the curve. It will also look at the level of trust in healthcare-between health plans, health systems, and physicians-as well as consumer trust in the healthcare system. Those two topics dovetail in very important ways, and must influence healthcare providers’ future plans. (NAB, ACHE)

FREE TIME: Enjoy time browsing the unique offerings of Saratoga Springs. Relax with friends and colleagues, do some window shopping, visit one of the historic and entertaining locations the city holds.

  • 3:30 - 5 p.m.

    HANYS’ Statewide Steering Committee on Quality Initiatives

    Open to all HANYS members

    This member-driven committee, comprised of CEOs, CNOs, CMOs, and quality executives, guides HANYS on key clinical, operational, policy, and advocacy issues.

6 - 9 p.m.


Racing Through History: Celebrating 50 Years of Education and Learning

Be our guest for dinner and music among the fascinating exhibits of the National Museum of Racing and Hall of Fame. Wander through the halls, take in the history of horse racing, celebrate 50 years of learning together . . . and sample food, wine, and desserts!

Complimentary transportation to the museum and back to the hotel will be provided.

Please note: There is a separate fee if you would like to bring a guest to dinner.

Friday, June 29

7:30 - 8:30 a.m.

Town Hall

HANYS’ Baseline Assessment of Healthcare in New York and Your Feedback

Bea Grause, RN, JD, President, HANYS

With the endorsement of HANYS’ Board of Trustees, HANYS is undertaking a strategic planning project to assess the forces impacting the healthcare system nationally and in New York. This effort is taking a hard look at healthcare trends and plausible scenarios of what’s next for healthcare delivery. The goal is to advance the development of key strategic directions HANYS and its membership should consider, to prepare for the future, as well as influence it. This session will review HANYS’ project work to date and capture your feedback and thoughts. (NAB, ACHE)

8:45 - 9:45 a.m.

Panel Discussion

Strategies for Leadership During Disaster

Steve Thornton, Coordinator, Disaster Recovery, Broward Health

Nikhil Natarajan, Deputy Director, New York State Office of Emergency Management

Hurricanes, blizzards, floods, mass shootings, cyber-attacks, disease outbreaks . . . these and other incessant threats keep healthcare leaders on high alert. People depend on their hospitals and health systems to be safe havens in their community, especially during times of crisis. In addition to juggling the many challenges of running a complex organization, when disaster strikes, healthcare leaders must respond effectively to what is often an unfamiliar and difficult situation.

In this session, you will hear the healthcare perspective from a preparedness expert who dealt with the recent school shooting in Florida, and New York State response partners will walk you through the challenges your facility can expect to encounter in an emergency situation. (NAB, ACHE)

10 - 11 a.m.

Panel Discussion

Managing Merger Mania

Donald Boyd, Executive Vice President, Business Development and Affiliations, Kaleida Health

Joan Cusack-McGuirk, President and Chief Executive Officer, St. Luke’s Cornwall Hospital

Gary G. Terrinoni, President and Chief Executive Officer, The Brooklyn Hospital Center

It’s no longer airlines and banks: Just about everything in healthcare is consolidating, merging, affiliating, or partnering, including hospitals, insurers, and drug companies. What should your organization be thinking about if it is still independent? What should your organization be thinking about if it is in the midst of a merger or partnership? Or, if you’ve already merged, partnered or affiliated, how do you maximize your new system? Join us for a candid conversation with peer hospital leaders who are in one of these various phases, to learn what they see as challenges, opportunities, and lessons learned. (NAB, ACHE)

11 a.m. - Noon

Closing Keynote

A Candid Look at Today’s Headlines

Steve Schmidt, Renowned Political Strategist and MSNBC Political Analyst

Back by popular demand, Steve Schmidt, Vice Chairman of Public Affairs at Edelman and political analyst for MSNBC returns as our closing keynote speaker. Continuing the conversation from his closing keynote in 2017, Mr. Schmidt will provide his candid, no-holds-barred perspective on the upcoming fall elections and provide an inside look at national policy issues and the most current headlines and topics related to federal healthcare politics. (NAB, ACHE)


Closing Remarks