2011 Agenda

Track 1
12:00pm	Welcome James Merlino, MD, Chief Experience Officer, Cleveland Clinic Track 1: Importance of Social Media and the Changing Landscape Twitter, Facebook, YouTube: How do you use the latest social media platforms to engage patients? Discover effective service recovery techniques and learn how to measure the effectiveness of your social media campaigns. Learn how a community came together to build a mobile app to get people moving and having fun.
12:10pm	Keynote Address Paul Matsen, Chief Marketing Officer, Cleveland Clinic
12:40pm	Social Media in Healthcare Enoch Choi, MD, Partner, Urgent Care, Palo Alto Medical Foundation Melissa Katz, Senior Director, Public Relations, Johnson & Johnson Julia Smalley, RN, MBA, Ascension Health Transformational Development Consultant, Ascension Michael Vollmer, Director, Transformational Development, Ascension
2:25pm	How to Better Engage Patients Through Social Media Shelley Frost, Director, Consumer Affairs and Ombudsman Officer, Cleveland Clinic Sona Mehring, Founder and Chief Executive Officer, Caringbridge Carol & James Gommel, Parents of Patient Joe Milicia, Senior Public Relations Manager, Corporate Communications, Cleveland Clinic
3:45pm	Break
4:00pm	Measurement in Social Media: How Do We Know if it Works? Debra Beaulieu, Editor, Fierce Practice Management Kate O'Neill, Chief Executive Officer and Founding Partner, meta marketer Jeff Rohrs, ExactTarget
5:30pm	The Components of a Community Project: Let's Move It Amy Cueva, Chief Experience Officer and Healthcare Principle, Mad Pow Cynthia Galbincea, Executive Director, Marketing, Cleveland Clinic Joe Kubic, Chief Executive Officer, AdCom Jim Ross, Senior Vice President, Business Development, Cleveland Browns

Track 2
12:00pm	Welcome Sarah Sinclair, MBA, RN, FACHE, Executive Chief Nursing Officer, Cleveland Clinic Track 2: Complexities and Connections of Caregivers Empathetic care involves understanding, active listening and building a trusting relationship with your patients. This track will teach you how to be more empathetic and use active listening techniques when dealing with end of life care and moral distress. In addition, you'll hear a unique perspective as caregivers reflect about their relationships with patients.
12:10pm	Keynote Address Illuminating Heart: The Alchemy of Appreciative Healing We live in a participatory universe where the potential for healing flows from the quality of our abilities to appreciate ourselves and others in the fullest sense. Empathy and innovation are hallmarks of healing grounded in the illumination of our hearts as a reference point from which to provide health care. The purpose of this presentation will be to demonstrate the alchemy of healing called forth when we appreciate the beauty underlying the seeming despair in life. W. Richard Cowling, RN, PhD, Professor and Director of PhD Program in Nursing; Editor Journal of Holistic Nursing, University of North Carolina Greensboro
12:45pm	The Leader as Artisan: Job Sculpting at its Best Moderator: Joan Kavanagh, MSN, RN, Associate Chief Nursing Officer, Cleveland Clinic Michael Modic, MD, Chair, Neurological Institute, Cleveland Clinic Janice Murphy, MSN, RN, FACHE, President, Fairview and Lakewood Hospitals
1:45pm	Confronting Moral Distress Kathleen Hill, MSN, RN, CCNS-CSC
2:20pm	Listening As A Gift: Techniques for Being Present Moderator: Mary Beth Modic, MSN, RN, CNS, CDE, Clinical Nurse Specialist, Cleveland Clinic Scott Bea, PsyD, Clinical Psychologist, Cleveland Clinic Marjorie Hoelker, PsyD, Clinical Counseling Associates
3:40pm	Break
3:55pm	Empathy in End of Life Care: Ethics, Morals, Costs Moderator: Marc Harrison, MD, Chief Executive Officer, Cleveland Clinic, Abu Dhabi K. Sarah Hoehn, MD, MBe, Program Director, Drexel University College of Medicine Deborah Klein, MSN, RN, APRN-BC, CCRN, Clinical Nurse Specialist, Cleveland Clinic Venugopal Menon, MD, Director, Cardiac Care Unit, Cleveland Clinic
5:30pm	Reflections on the Patient-Caregiver Relationship Moderator: Meredith Lahl, MSN, RN, CNS, Pediatric Clinical Nurse Specialist, Cleveland Clinic Jeanne Bryner, BA, RN, CEN, Author and Poet Kathleen McCue, MA, LSW, CCLS, Director, Children's Program, The Gathering Place

"What Sing for Hope does is wonderfully simple. It maintains a roster of compassionate, professional artists who donate time and talent to the humanitarian causes that inspire them."

- Dr. Muhammad Yunus, 2006 Nobel Peace Prize Laureate and Sing for Hope Board Member

Sing for Hope's Healing Arts program brings live performance to patients and care-givers in healthcare facilities. Public concerts and bedside performances by Donor Artists are tailored to patient and community needs, providing uplift and complementing the healing process.

Sing for Hope is a non-profit organization that mobilizes professional artists in volunteer service programs that benefit schools, hospitals and communities. To learn more, please visit www.singforhope.org.

Join us at the dinner program on Monday, May 23.