Pivot Points: Bringing the Conference Back Home

Generally speaking, the healthcare quality professional (HQP) looks forward to attending national and regional conferences. Often, these annual events serve as the greatest opportunity for the HQP to interact with peers and like-minded folks. By the time general session begins (i.e. Press Ganey, Institute for Healthcare Improvement, Greeley Co.) there is a high degree of enthusiasm, zeal, and thirst for new intellectual content. The "can do" attitude is palatable and contagious.

Yet, as the HQP returns to the airport and awaits for their flight to board, there is a question that inevitably passes through their mind. . . "How do I take this learning and get it implemented at work?" --- within the hospital setting.

Indeed, to be successful, the HQP must possess skills in influence, communication, and change management. Most importantly, the HQP must be adept in identifying pivot points within the organization. These pivot points provide the greatest potential for productive and meaningful change. However, effective leadership is required to usher the potential toward a best practice metamorphosis.

For example, I attended both the 2008 Press Ganey and IHI national conferences (Dallas, TX and Nashville, TN respectively). I submit that the HQP could play a role in implementing the following items; identified as best practice:

- Surgical Safety Checklist


- Designing a process where physicians are notified when patients site them, positively, on survey comments; patient satisfaction


- Raising awareness of service excellence (via clinical unit staff meetings) and teaching how to apply techniques proven by Disney World and Ritz Carlton.


- Increasing the time and raising the substance spent on the Quality & Patient Safety agenda at hospital board meetings


- Establishing an effective communication mechanism between the Quality Director, CNO, and CMO.


It is safe to assume that the current economic challenges will truncate the travel education budgets and therefore limit 2009 opportunities for HQP's.

Yet, for those who plan on attending another refreshing and meaningful conference, think carefully how you and your team can bring back learning, attach it to pivot points, and implement best practice. This is the exercise and discipline required for the HQP to provide optimal organizational value.