1. People Management
   a) Quality People is the answer: How to hire, train, retrain and retain staff in your department
   b) Competency assessment tool for healthcare managers
2. Key Indicators, Goals and Standards
   a) A tutorial on getting your department’s key indicators right.
   b) The art and science of setting goals and performance standards in any hospital department
3. The physician’s role ….
   You can’t do it without the Doctor! Five tried and proven ways how your department can get better cooperation from Doctors.
4. Managing Health Care Teams
   a) Why TEAMS Don't work and TEAMS Can’t Decide?
   b) Why motivating, correcting and mentoring staff are often not effective in helping hospitals to achieve the desired results? What is?
   
5. Patients Experience
   The guide to creating a safe and overall experience that Patient’s value – without investing funds
   
6. Facilities Management
   a) Effective Technology Management can improve Departmental Profitability
   b) Investment in Equipment & Facilities represent only a fraction of its total life-cycle costs. How to effectively plan & control the Facility & Equipment Operating Costs

1. Improving productivity:
   1. Tools for systematic analysis and implementation for improving productivity in your department.
   2. How to cope with scarce resources in your department: Outsourcing, process engineering and focusing on core competencies.
2. Process Improvement:
   How to reduce waiting time in any department: A guide to study and manage the arrival rate, your service rate and the number of service stations
3. Systems to improve service:
   Understanding and Applying Systems Thinking: Tools of analyzing and improving processes to improve service and reduce cost.
   
4. Essential use of Information Technology.
   Get the right information at the right time – use technology to reduce costs, improve service.
5. Lean Management
   A short course on LEAN MANAGEMENT Techniques to increase your department’s performance. (Advanced)
6. Root Cause Analysis
   1. Finding the root cause: SAPADAPA and the art and science of finding out what really caused it?
   2. How to improve service by using Fishbones, Pareto analysis, measures dispersions and what have you.

III. Managing Patient Safety
Topics that help hospital managers improve safety for their patients through prevention of adverse events, including medical, paramedical and non medical functions.

1. Culture of Safety
   How to integrate Patient Safety into the culture of your department
2. Teamwork and Safety
   a)The people side of Patient safety. Why teamwork is essential and how to build it.
   b)Assessment of Teamwork and Safety: How do I manage this information?
3. Risk Management
   a)Why and how to integrate clinical and operational risk management: Case studies.
   b)The tangible benefits of Risk Management in Patient safety: Why it’s cost effective and how it leads to better service.
4. Preventing errors:
   To err is inhuman: How to fool proof potential errors, establish control and assure sustainability
5. Communications and Safety
   Improving patient safety by improving communication skills of hospital staff with patient and family.
6. Organizing for  Safety
   a)How to establish a Risk Management department: structure, staffing, policies and implementation
   b)Executive Walk-Rounds: How can they improve Patient Safety?

IV. Quality Management and Customer Service
Topics specifically related to “Quality” Management and improving customer service

1. Service Innovations:
   a)Service innovations! Showing patients how they can save money and many more …
   b)A short course in customer service: Getting to know your patients, developing a patient centric service and more.
2. Preventing Service defects:
   Healthcare Failure Mode Effects Analysis – HFMEA
3. Sins of Service:
   The Eight Deadly Sins of Customer Service in Hospitals – by popular demand
4. Benchmarking:
   a)Benchmarking tools and techniques for improving patient service
   b)How to generate continuous quality improvement ideas and projects in your department.
5. Accreditation:
   a)How to raise the service bar after you have achieved JCI accreditation?
   b)The secrets of cutting costs and improving service revisited: Why a quality program and accreditation is important.
6. Future of Service:
   How to prepare for quality care in the next decade –

1. Principles of Managing time for hospital managers
   
2. Mind Mapping for Hospital Managers
3. Communicating Effectively:
   a)The ABCs of effective writing
   b)How to Effectively Communicate Negative Messages – by popular demand
4. Dealing with difficult people: Strategies that work
5. The Heart of Healing -- What Every Hospital Manager and Leader Should Know.
6. 10 tried and proven steps to improving your leadership skills.

1. Marketing tools:
   a) The pros and cons of word of mouth vs. traditional marketing practices
   b) Ways to apply consumer marketing tools to sell your department to doctors and patients
2. Social Media
   The basics of Social Media Marketing for Hospitals (Advanced)
3. Using the Internet:
   a)Harnessing the power of technology with internet inquiries, reservations, admissions, payments, customer feedback, and what have you.
   b)Should hospital departments undertake E-Mail marketing, why and how.
4. Branding:
   How to extend branding to the department level. Understanding brand development
5. Value Creation for marketing – Solo Session
   A tutorial on Value Creation to sell the services of hospital departments (Advanced)
6. Marketing Basics:
   a) Back to marketing basics: what is value to the customer - Do you have a USP for your various services? Niche your services and how really should a hospital department market its services?
   b) When and how hospital departments can and should use focus groups in deciding on price and service attributes.  (Advanced)

1. Costs vs. Revenue:
   Why costs are more important than revenues and how to control costs by controlling waste – in any department. (Advanced)
2. Revenue streams
   a)Think like an entrepreneur – create new revenue streams for your department’s services.
   b)You can’t compete on price! What EVERY revenue department MUST learn
3. Business tutorial:
   a)Nine business skills that Hospital managers need.
   b)Business and financial management for hospital managers
4. Advanced Financial Management: (Advanced) – Solo Session
   How to compute the cost per bed per day. How to allocate overhead. Ways to use this information to reduce costs.
5. Understanding cost!:
   A beginner’s guide to understanding cost of services your department provides. What’s the variable cost per procedure or test?
6. Costs vs. Service:
   By popular demand: The REAL secrets on how to cut costs without sacrificing service.

Plenary topics:

• How accreditation helps make every hospital department more effective
• How to build brand loyalty: Managing the Relationship with our Customers
• An overview of E-marketing today and what all hospital managers must learn – Data Mining, Social Marketing, SEO and much more.
• The future of careers for healthcare professionals. What lies ahead?
• Debate: A Physician makes a better Hospital CEO than a lay person

Quality care in the next decade:

1. Overview: How to plan for the future of a hospital in a period of great change
2. Maximizing e-service, e-marketing
3. Coping with Medical advances in technology