The Leadership Summit 2012 - Better Care, Lower Cost, Better Experience

Fly or Fall? - The Real Choice Agenda Facing Clinical Services

View full details and the latest programme at: www.LeadershipSummit.co.uk

A great standalone day as part of The Leadership Summit 2012, focused on creating a step change in customer centricity and liberating value through the combination of improving quality, improving experience and reducing cost. Great speakers with practical advice to help you create a winning service.

Hear from:

Andrew McMillan, the inspiration behind John Lewis’s leadership in customer experience examines what needs to happen in health to ensure patient loyalty

Patrick Harris,having enabled Orange to seize market share through customer centricity & innovation, Patrick looks at how healthcare organisations can get the edge

Ali Parsa, CEO Circle Health, will demonstrate how you can deliver the highest possible quality & experience at a surplus by changing the nature of the relationship staff have with employer

More speakers online...

When & Where?

• Friday 20th 2012
• The Great Hall, Kensington Conference and Events Centre, South Kensington, London
• Service & Trust Leaders who realise the importance and urgency of thinking differently, whilst also recognising the consequences of failing to achieve vital service evolution

View full details and the latest programme at: www.LeadershipSummit.co.uk
 

INTRODUCTION

Setting the Scene & Further Observations (0900 – 0925)

Dr Steve Allder, Assistant Medical Director, Plymouth Hospitals NHS Trust

MORNING SESSION

Patient & Public Centricity (0925 – 1300)

Patient Centricity – A critical success factor in a competitive environment
Speaker Invited

Learning to Zag – Developing Customer–Centric, Trend–leading Innovation for Competitive Advantage
Mr Patrick Harris, Director, The Futures Company and Former Director of Creaticity for Orange

From Work–focused to Customer Centric – Evolving the Workforce
Mr Andrew McMillan, Principal Consultant, Charteris PLC & Former Head of both Customer Services and the Customer Centric Intelligence Team, John Lewis Partnership

From Master to Servant – Understanding & overcoming resistance to patient & public centricity
Mr John Jupp OBE, Transformational Leadership & Change Consultant, Former Head of RAF Leadership Centre

Questions & Debate from the Floor

AFTERNOON SESSION

Theme 4 – Liberating Value – Better Care, Less Cost (1400 – 1730)

Liberating Value from the System – System Thinking in the Healthcare Sector
Speaker Invited

The Value of Liberating Value – Understanding the Magnitude of Savings Possible
Dr Steve Allder, Assistant Medical Director, Plymouth Hospitals NHS Trust

Pathways to Liberation – Overcoming the Chief Executive's Trap
Mr Andrew Vincent, Chief Executive, Medicology & Head of Clinical Business Excellence

Creating a Liberating Culture – Re-establishing the Sense of Ownership at the Coalface
Mr Ali Parsa, Social Entrepreneur, Co-founder & Chief Executive, Circle Health Partnership

Questions & Debate from the Floor

This day is part of The Leadership Summit 2012, a hard-hitting series of sessions focused on resolving the critical challenges facing services today. It involves a series of podium lectures from guest experts and time for question & debate.