First Thursday Webinars

Patient and Customer Feedback
How do we collect and process feedback on support services performance? In real-time for service recovery, as necessary?

Presentation and discussion

EVS Staffing
Members talked with each other about how they plan staffing levels, assign associates, and set performance goals.

Discussion

Transport Staffing and Deployment
A member asked we discuss the challenges of staffing levels, sector assignments, reporting ratios, and appropriate turnaround time targets.

Discussion

Sustainability and Wastde Management
Memorial Sloan Kettering Cancer Center has a top-notch sustainability program with waste management as a central pillar. Shane Dunne, Associate Director, Sustainability, presented.

Presentation and discussion

Laundry Study Planning
HSSF will coordinate a collaborative study of laundry management practices. Participants discussed data and topics they'd like to see collected.

Discussion

Talking Trash: KPIs and Management Hacks
Participants discussed their waste management practices and the need for examples to learn from.

Discussion

FNS Technology at Johns Hopkins
Presentation by Angelo Mojica, VP Food and Culinary Services

Presentation and discussion

Engage the Community with Art
Bring local color to your workspaces

Presentation and discussion

Go-To Metrics and Indicators
What metrics and indicators do you rely on? Daily, monthly, quarterly, annually?

Member discussion. Examples of dashboards.

Laundry and Linen Management Practices
Registrants submitted in advance questions for others to answer about management practices.

Member discussion

Managing Across Organizational Boundaries
How we communicate and coordinate among departments, across facilities, and up and down in our organizations. Simone Frerk presented UPMC's approach.

Member case study and discussion

Managing Suppliers and Supply Chain Costs
We're all trying to hold the line on our budgets and FTEs in the face of rising costs. Matt Thompson, System Director for Support Services, UCHealth told us about their approach.

Facilitated member discussion

Service Level Agreements
SLAs formalize the understanding of services to be delivered by support services departments and the internal customers receiving them. Who's using SLAs? How well do they work? How do you put them into practice? Participants discussed their experiences.

Facilitated member discussion

Dealing with First Year Turnover
Turnover rates among frontline workers is high, especially in their first year. Members compared their experiences with turnover and discussed approaches to reducing it.

Facilitated member discussion

Solutions for Tech-Challenged Employees
We continue to implement new and exciting mobile apps that enhance productivity and make work lives easier. But it's not easy for our associates with limited access to or familiarity with technology. How do we reduce these barriers?

Facilitated member discussion

2023 Support Services Priorities
2022 was a trying year. What do we need and want to accomplish in 2023? Participants talked about their priorities and plans.

Facilitated member discussion

Patient Service Request Technologies
From QR codes to patient video, new technologies are enabling patients to request services and get information.

Facilitated member discussion

Personnel Safety and Security
In the light of recent acts of violence against healthcare workers, HSSF members talk about security measures and how to alleviate employees concerns about their safety.

Facilitated member discussion

Keepers of the House
Dr. Neil Prose screens his documentary about EVS workers talking about their relationships with patients. 

Showing of film and discussion

More with Less
Hospital finances are under intense pressure. How are support services leaders responding?

Facilitated member discussion

Electric Hospital
Sustainability in new campus construction

Facilitated member discussion with introduction by Joe Brothman, Safety, Security, and Emergency Management Director, UC Irvine Health

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Joint Commission Encounters
What has The Joint Commission been emphasizing in surveys? How do we prepare for them?

Facilitated member discussion with introduction by Nidal Alammarri, Assistant Director for Clinical Engineering, UCLA Health

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Memorable Moments
Simple gestures front-line workers can make to delight patients

Facilitated member discussion with introduction by James Gramstad, Director Support Services, NewYork-Presbyterian

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From Support Services to the C-Suite
How do support services leaders rise to the highest levels of health system management?

Joanne Marqusee, Chief Integration Officer, Tufts Medicine
Diana Richardson, Chief Operations Officer, Tufts Medical Center

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Support Services Outlook
What priorities and objectives do support services leaders have for 2022 and beyond?

Facilitated discussion among members

What Makes a Great Training Program? How do we help our employees thrive, from onboarding to survival to personal growth?

Gary Colpaert, VP Clinical and Support Services, Froedtert Hospital
Brian Rosenberg, Senior Operations Manager, EVS, Froedtert Hospital

Application of Automation to Support Services
Discussion of ways technology can enhance support services operations

From Trauma to Growth: Skills to Develop Resilience in the Workplace

Sustainability at UCLA Health
UCLA Health’s anchor institution commitment, climate resiliency and justice strategies, as well as its leading reusable isolation gowns program and other zero waste initiatives.

James Evans, Sustainability Programs Manager, UCLA Health
Victor Mitry, Assistant Director Logistics, UCLA Health

Standardizing Support Services Performance Across a System
UCHealth's initiative to implement common practices, policies, performance measures, and governance.

Rob Portwood, System VP of Support Services, UCHealth
Lajvanthi Sudhakar, Business Manager Support Services, UCHealth

Visions for the Future of Food and Nutrition Services
Speakers share their views and plans.