As a result of the 2008 ASHHRA Foundation Scholarship, I was able to take advantage of all of the valuable opportunities presented at the ASHHRA 44th Annual Conference & Exhibition- Leading with Passion and Purpose in Austin, Texas.
Not only did I gain worth wile information in the learning sessions I attended, but also I had a lot of fun meeting other ASHHRA members from all over the country. I owe a huge thank you to the state of Tennessee for unofficially adopting me! I would also like to extend a sincere thank you to the ASHHRA Foundation, ASHHRA Officers, Executive Committee, and the Conference staff. Their concerted dedication and hard work is greatly appreciated.
This was an outstanding conference. Far better than any I had ever attended before. There was a variety of comprehensive and very relevant learning sessions. My personal highlight was a session I attended called Service Excellence: Learn How to Make It Your Organization’s #1 Priority; presented by Thomas Kelly, Service Excellence Coordinator, Aiken Regional Medical Centers owned by Universal Health Services.
Aiken Regional Medical Centers rolled out a five-month long customer service focused initiative for their organization. The most important part of which was the personal accountability they gave to their employees- “It starts with you”. Following the initiative, the organization saw an immediate change in their culture. Over time, the result was a 48% decrease in turnover, and a 50% decrease in customer service related complaints. “It starts with you” was the message that really stuck with me on the last day.
In all of our organizations, we focus on patient satisfaction and ways we can provide better service. My organization had very recently introduced a new initiative on this matter. The message was so fitting at a conference where the theme was “Leading with Passion and Purpose”. This message has stuck with me since hearing it, and it reminds me of what really is important. The whole way home, I thought about what I could do differently. I am incredibly passionate about what I do. As I waited for my plane to taxi, I thought- do I lead with that passion every day? I will from now on. It starts with me. I head back to work with new motivation, excited to share my passion with my organization every single day.
2009 will be an exciting year and I look forward to growing and learning The healthcare industry is changing rapidly and our duty as HR professionals, is to lead our organizations in that change. Next year, the ASHHRA 45th Annual Conference & Exposition is sure to be even better! Save the date, we will see you November 1-3, 2009 in Chicago!
SIncerely,
Nancy Scattergood, SPHR
President, NSHHRA