hx AGENDA
Conference Agenda
This year’s highly anticipated conference centers around understanding the full story of your audiences by fusing the cutting-edge capabilities, data, and technologies transforming healthcare.
Monday, February 3rd
04:00 pm–05:00 pm - Breakout Sessions
Patient Experience
The I CARE Movement: Hardwiring Service Standards Across an Ambulatory Network
The I CARE Movement: Hardwiring Service Standards Across an Ambulatory Network
Breakout Sessions- Theresa Scolaro, CPXP | Assistant Vice President, Patient Experience and Associate Communication | MedStar Ambulatory Services, MedStar Health
- Andy Canning, MHA | Vice President, Operations | MedStar Ambulatory Services
Across MedStar Ambulatory Services (MAS), creating an exceptional patient experience begins with delivering on the division-wide service standards, which build upon MedStar Health’s organizational values. In this presentation, we will share how MAS’s service standards were created and implemented, and how they have been sustained since 2017. In partnership with front-line operations and clinical leaders, the “I CARE Service Standards,” which evolved into the “I CARE Movement,” have helped leaders create a strong culture, improve associate engagement, and achieve their patient experience goals, many of which have sustained top quartile performance in a highly competitive environment. MedStar Ambulatory Services’ PX Playbook, guides leaders through building a culture and hardwiring the service standards. During this session, we will share the playbook and provide detail on the role of both the leader and the front-line associate, including the development and implementation of a simple 4-component action plan. We will share how we are using dynamic surveying to measure success, how we track progress on the Key Driver questions using the Focus Items Summary, and how we leverage the role of our Press Ganey team.
HX25 Main Conference
Theresa Scolaro, CPXP
Assistant Vice President, Patient Experience and Associate Communication
MedStar Ambulatory Services, MedStar Health
Andy Canning, MHA
Vice President, Operations
MedStar Ambulatory Services
Theresa Scolaro, CPXP
Assistant Vice President, Patient Experience and Associate Communication
MedStar Ambulatory Services, MedStar Health
Andy Canning, MHA
Vice President, Operations
MedStar Ambulatory Services
Andrew Canning, Vice President, Operations, MedStar Ambulatory Services, has played a key role in the development and operation of MedStar Ambulatory Services’ (MAS) robust outpatient network. Over the last ten years, MAS added over 700,000 square feet of outpatient care space including urgent care, ambulatory surgery, outpatient imaging and rehabilitation centers throughout Washington, D.C., Maryland and Northern Virginia. After earning his Master of Healthcare Administration from University of Florida, Andrew served as the Administrative Fellow at MedStar Washington Hospital Center. Following his fellowship, Andrew joined MedStar Ambulatory Services and since then has been accountable for the development of two joint venture partnerships and an endoscopy center acquisition, as well as operationally responsible for a four-member business development and outreach team. He also served as a Director of Operations for MedStar Health’s largest outpatient care center, which is located in Washington, D.C. Additionally, Canning provided operational support for eleven urgent care centers and has led all of the MedStar Ambulatory Care Centers during his career at MedStar. As VP of Operations, Andy is now responsible for the operations of MedStar Health’s urgent care centers, outpatient radiology locations and a full-service regional radiation oncology operation and contact center. Andrew’s experience includes healthcare market development, hospital operations, ambulatory operations, business process management and redesign, engagement of internal and external stakeholders, healthcare strategic planning, practice acquisition, return on investment analysis, operating agreements, management agreements, professional service agreements, fair market value, management through influence.