Thursday, October 24, 2019 from 7:30 AM to 7:30 PM EDT
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Geneva on the Lake 
1001 Lochland Road
Geneva, NY 14456

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Matt Van Pelt 
Health Care Management Association Central New York 

Health Care Management Association Central New York 2019 Fall Conference 

As an independent chartered chapter of the American College of Healthcare Executives, Health Care Management Association of Central New York is authorized to award 5.0 hours of ACHE Qualified Education credit toward advancement or recertification in the American College of Healthcare Executives.

Participants in this program who wish to have it considered for ACHE Qualified Education credit should list their attendance when they apply to the American College of Healthcare Executives for advancement or recertification.

Panel Discussion: Diversity & Inclusion


  • Dr. Rodmon King, Chief Diversity and Inclusion Officer, SUNY Oswego
  • Margie Hodges Shaw, Associate Professor in the Division of Medical Humanities & Bioethics, University of Rochester School of Medicine and Dentistry
  • Sarah Berry, PhD, Visiting Assistant Professor in English, SUNY Oswego
  • Lisa Y. Harris, MD, Chief Medical Officer for the Commercial Line of Business, Excellus Blue Cross and Blue Shield in Rochester New York

The communities for which healthcare organizations operate are rapidly diversifying. Not only do they provide care for a diverse community of patients and families, but their workforce is also growing more diverse. This diversity is exhibited in a number of ways, including nationality, race, religion, language, age, sexual orientation and physical ability.

The business implications and imperatives healthcare organizations face concerning diversity and inclusion are immense. Diverse communities will demand different care needs, improved quality, new or modified operational processes and services, strategic planning for a diverse patient demographic and continuum of care.

It is incumbent on healthcare organizations and their leaders to both understand and embrace the needs of diverse populations. Their ability to respond to the needs and preferences of a broader customer base will be critical to their financial and operational survival.

Panel Objectives:

  • Review the social determinants of health and their differential impact on communities
  • Explore the challenges healthcare organizations facing when engaging diverse communities
  • Examine how healthcare leaders can utilize diversity and inclusion strategies to improve quality and create innovative programs and services
  • Provide healthcare leaders with practical tools to evaluate organizational culture and to identify barriers to diversity and inclusion

Program: How to Drive Improvement in Patient Satisfaction Scores

 Guest Speakers:

  • Melissa Derleth, Chief Nursing Officer - Highland Hospital
  • Marci Alexander, Director of Patient Experience - Highland Hospital

 Patient satisfaction scores continue to drive the evaluation of hospital based services.  The program is designed to discuss initiatives and programming implemented in a community hospital setting to improve patient satisfaction. 

 Program Objectives:

  • Review components of a comprehensive Patient Experience program
  • Understand the advantages of providing high satisfaction
  • Review the determinants of patient satisfaction
  • Explore challenges faced when implementing improvement strategies
  • Review details of three different programs and review tips for implementation
  • Identify strategies to hold staff accountable for behaviors


Panel Discussion: Reaching for the stars and beyond; delivering high quality healthcare in today’s fast paced setting


  • Adele Hodlin, RN, MS, CPHQ, PSLF, Assistant VP for Quality and Risk, Corporate Compliance Officer, Adirondack Health
  • Linda McClarigan, MSHA, BSN, RN, NE-BC, Chief Experience Officer, Adirondack Health

 Just when you think you understand the Center for Medicaid and Medicare Services (CMS) Hospital Compare

scoring, the process and the how to, they change it again.  Hospitals must make it a priority to understand how the CMS Hospital Star Ratings are calculated in order to create action plans to improve quality of care and the overall patient experience.

 “Only hospitals that have at least 3 measures within at least 3 measure groups or categories, including one outcome group (mortality, safety, or readmission), are eligible for an overall hospital rating,” CMS says on its website. “Not all hospitals report all measures. Therefore, some hospitals may not be eligible for an overall rating.”  The average number of data points hospitals submit is 39, per CMS.

 Do you know what you submit? Do you know what your star rating is and how you compare overall?

 CMS has recently announced plans to update the quality measurement methodology of the Overall

Hospital Quality Star Ratings by 2021. In the interim, CMS states they will “refresh” the Star Ratings using the current methodology in early 2020, to ensure patients have timely access to the most up-to-date hospital quality

information while the new methodology is being finalized. The most up to date star rating was previously done in February 2019.

 As the largest payer of healthcare services in the United States, CMS continues to seek ways to improve healthcare quality across the care continuum and encourage the improvement of quality with payment incentives, reductions, and quality improvement activities using transparency through public reporting.

 It takes more than knowing your organizations star results to raise the bar, it takes visionary

leadership, a culture of engagement and striving for excellence every day, every patient, every time.

Program Objectives

  • To gain understanding of today’s CMS hospital compare and the future of quality measures in 2021
  • To reflect on your vision, culture, staff engagement and evidence based practice models of care
  • To provide thought-provoking take-aways and examples of how Adirondack Health achieved 4 stars over time


This event is hosted by The Health Care Management Association of Central New York.

Hotel Information:

Geneva on the Lake

Book by October 10, 2019

Hotel Rates: $159/Night. For more information, or to make a reservation, please call Joan Camp at 1-800-3-Geneva or 315-789-7190.