FREE WEBINAR! Before the COVID-19 epidemic, crisis communications skills had been “What if”, today the pressing question is, “What do I do now?” This webinar answers that question!
COVID-19 & Long-Term Care: Crisis Communications.
Whether you are a decision-maker for a nursing home, assisted living or other senior care organization, attend this webinar and learn to how to manage negative events, and prevent brand & reputation nightmares.
The 1st European Patient Experience & Innovation Congress has been postponed, due to global concerns over COVID 19, the novel coronavirus. The first concern of the organizers is the health and well-being of our delegates, sponsors and speakers. The worldwide travel disruptions have created challenges we could not have anticipated. We are therefore postponing this event to a future date when we can all travel safely, confidently and explore healthcare patient experience & innovation together. More information on the Congress will be provided soon.
March 19 – 21, 2020, 1st European Patient Experience & Innovation Congress, EPIC, Dubrovnik, Croatia
Innovations in healthcare and patient experience are pivotal to the search for value and higher levels of patient engagement, adherence to treatments and clinical outcomes. Some improvements are the result of sophisticated technology, while others are simple, behavior-based changes. The decade ahead will mark a dramatic improvement in healthcare consumer engagement, and the relationships between and among caregivers, consumers and intermediaries. Everything is about to shift – from how consumers access their doctors, to how outcomes are measured, and how we collectively define “health”.
Join us at the 1st European Patient Experience & Innovation Congress. EPIC will offer a full range of insights and opportunities to improve the patient experience and advanced technologies and innovations in healthcare. Audiences include:
• Health & medical services providers – insights into the delivery of state-of-the-art healthcare
• Clinic & hospital owners/operators – improving efficiency, patient satisfaction and loyalty
• Technology entrepreneurs – leading-edge applications of hardware, software & systems
• Investors – staying with trends in the markets and the latest scientific & clinical developments
• Students & academia – anticipating next-generation solutions to today’s challenges
For more information visit: https://www.epic-health.eu/
Helping Croatia’s Health Tourism Cluster: Stackpole, Ziemba at Bagatin, Total Croatia News, March 30, 2019
Irving Stackpole and Elizabeth Ziemba, a husband and wife team, whose expertise and chemistry made them ideal co-presenters, offered something which was eagerly accepted by those who did attend – a road map of how to develop the building blocks of health tourism in Croatia, using solid methodology and examples, and by inviting participants to do their own thinking in the Croatian scenario.
Irving Stackpole, Elizabeth Ziemba Interview Ahead of Zagreb Health Cluster Seminar, Total Croatia News, March 18, 2019
More international medical tourism expertise is heading to Zagreb to help grow the Croatian medical tourism story, as Irving Stackpole and Elizabeth Ziemba host a boutique seminar at Bagatin Education Centre in Zagreb.
Obstacles and Opportunities In American Healthcare, IMTJ, March 2019
In the second of their two-part series on the US health insurance market and medical travel opportunities, Irving Stackpole and Elizabeth Ziemba look at the emerging healthcare landscape. They find that new models of value-based care, the growing clout of employers and pressure from a younger generation of healthcare consumers are disrupting the market. They suggest this is opening the door, ever so slightly, to the concept of medical travel to more consumers in the US.
Learn more at: https://mtce2019.com/
Irving will present: The patient will see you now: Telemedicine & the transformation of medical travel
- Telehealth and Telemedicine are the early signs of healthcare transformation
- Modern medicine has been digitized; it will soon be democratized
- Many of the difficulties and stress of medical care will be transformed by smart phones and personal care devices
- The “winners” will be consumers; the losers will be systems and providers who ignore this transformation
FREE WEBINAR! The news from long-term care hasn’t been very good. The sector has never been a darling of the media; reporters love a story about vulnerable people who are injured or abused, and nursing homes are perennial targets for these “exposes”. Very recently, financial challenges have forced sales and even closures. This program looks at how managers can and should communicate internally and externally when the situation is bad. How to develop a crisis communications plan and how to “frame” bad situations to mitigate their perceived impact.
Why Don’t US Health Insurance Plans Include Medical Travel?, IMTJ, October 2018
Why do so few US health insurance companies offer international medical travel benefits? In the first of two articles, Irving Stackpole, President, Stackpole & Associates Inc, and Elizabeth Ziemba President of Medical Tourism Training Inc unpack the issues.
International Medical Travel: Telehealth & Telemedicine Innovations, Arab Health Magazine
International medical travel is often thought of as innovative and disruptive. Yet within this category of cross-border medical service demand and supply, there are even more innovations occurring, especially with regard to technology, and specifically, telemedicine and telehealth.
June 12-15, 2018 Integra Conference, Long-Term Care Pharmacy Event in Denver, Colorado
The Integra Conference provides long-term care pharmacies with in-depth product training, opportunities to network with other pharmacy professionals, and applicable information about trending market issues.
Irving presented, “Good Bye Volume: Hello Value; Transitioning from Fee-for-Service – Survive and Thrive in a Value-Based Payment Environment.”
October 24, at the Healthcare Association of New Jersey Annual Meeting
On Wednesday, October 24, at the Healthcare Association of New Jersey Annual Meeting in Atlantic City, Irving presented a workshop entitled, “Chicken Little Was an Optimist: Marketing in Challenging Times.” This interactive workshop helped nursing centers and assisted living residences to develop successful marketing and sales plans, despite stagnant or declining occupancies.
Download Presentation (PDF).
September 13 – MedeSalud 2011 Conference in Medellin, Colombia
Irving presented a keynote, “Marketing to the United States; Cultural Aspects” to the international MedeSalud 2011 Conference in Medellin, Colombia. The presentation covered the outbound medical tourism market from the United States from the structural and cultural aspects. Download Presentation (PDF).
June 22 – The Care Show in Birmingham, England
Irving delivered a seminar titled: “American & UK Senior Care Systems: What We Can Learn from Each Other” at The Care Show in Birmingham, England – the largest event of its kind in the UK. This program outlined the key similarities and differences in the respective systems and offered suggestions and actionable recommendations to the attendees. Download presentation (PDF).
June 6th – California Assisted Living Association Annual Meeting, Santa Clara
Irving presented an intensive pre-conference workshop at the . Titled, “Selling Value Without Giving Away the Farm” the program focused on establishing value, price transparency and the use of various discounting techniques and their impacts on both perception and occupancy. In these difficult economic circumstances, with occupancies in AL/ IL residences down, many managers are resorting to discounts without evidence that they actually improve occupancy, or their long term impacts. This workshop, developed and presented in conjunction with Frank Rockwood of Zeigler Capital Management, covered a comprehensive array of issues and options related to pricing seniors housing and assisted living services. As part of the workshop, the participants completed a survey regarding pricing. View Presentation haandout (PDF)
May 27, 2011 – New England Alliance of the American College of Healthcare Administrators, Newport, RI
Irving led a seminar entitled “Chicken Little Was An Optimist: Marketing in the Post-Healthcare Reform Era”. This three-hour program covered the basics of the contemporary long-term care marketplace and reviewed how long-term care providers, such as skilled nursing centers, assisted living residences and others, can market themselves most effectively in the ‘new normal’ environment. View Presentation handout (PDF)
May 18, 2011 – American Society of Consultant Pharmacists’ (ASCP) meeting in Las Vegas, Nevada
Irving gave a presentation titled “Whitewater Marketing” that addressed marketing, planning and execution for pharmacies and pharmacist consultants. The program challenged pharmacists and pharmacy managers to improve their communications about, and marketing of their critically important skillsa
View Presentation (PDF)
May 2nd, 2011 – Annual Convocation of the American College of Health Care Administrators (ACHCA) in New Orleans, LA
With growing competition between and among healthcare providers, staff may find themselves in sales roles without any training or interest in the field.
View Presentation (PDF)
March 9th, 2011 – Case Managed Society of New England Annual Conference, Randolph, MA
Irving gave a presentation “Whitewater Change: Health Reform & Case Management” reviewing the imminent changes brought about by the landmark legislation on case managers, and the practice of case management. View presentation (PDF)
January 20, 2011 – Northeast Health Alliance, Woodstock, VT
On Thursday, January 20th 2011, Irving led a seminar for the Northeast Health Alliance in Woodstock Vermont, titled “Satisfaction is Cheap – Loyalty is Priceless.” View presentation (PDF).
December 10, 2010 – Winter Marketplace conference of the American College of Health Care Administrators in Las Vegas
Irving presented three seminars that examined the challenge and paradox of marketing and selling long term care services to customers and consumers. The session titles:
These programs investigate the both the strategic and tactical issues of marketing and selling long term care.
November 8, 2010 – NCF Managers Conference in England
Irving presented a keynote on managing change to the NCF Managers Conference in England. The presentation titled “Innovation and Improvement: Turning Challenge on its Head” focused on the organizational and personal dynamics of managing in rapidly changing environments. View presentation handout (PDF).
June 9, 2010 – California Assisted Living Association’s Spring Conference and Trade Show in San Francisco
Irving presented a seminar to the California Assisted Living Association’s Spring Conference and Trade Show in San Francisco. The presentation entitled, “Chicken Little Was An Optimist: Marketing in Difficult Times” looked at the low or no cost marketing and sales tactics which assisted living residences can employ to maintain or improve referrals in this challenging economic environment. View presentation handout (PDF).
May 15th, 2010 – 44th Annual Convocation and Exposition of the American College of Healthcare Administrators in Philadelphia
Irving presented two seminars. The first, entitled “Recession-Proof Marketing” reviewed the low-cost, no-cost tactics which healthcare providers can adopt to protect and expand market share during difficult economic times. The program focused on leveraging employees as marketing assets, community education, and the best use of customer and employee testimonials. The second program, “Selling Your Services Without Selling Your Soul“, focused on the principles of influence and persuasion, and how these are applied correctly in healthcare settings, as well as the behavioral skills needed for securing commitment.”
May 4th, 2010 – 4th Annual European Medical Travel Conference in Venice, Italy
On Tuesday, 4 May, Irving gave a presentation at the 4th Annual European Medical Travel Conference in Venice, Italy. The presentation, entitled “Marketing to the High End Patient”, covered the important differences between marketing to patients undergoing complex, high acuity procedures, such as joint replacements, bariatric and cardiovascular procedures, and less acute treatments such as dental treatments and cosmetic procedures. The content covered important psychographic and behavioral characteristics of this challenging market. View presentation handout (PDF).
April 26th, 2010 – First Latin American Global Medicine & Wellness Congress in San Jose, Costa Rica
On Monday, April 26th, Irving delivered a presentation at the First Latin American Global Medicine & Wellness Congress in San Jose, Costa Rica. The program entitled “Medical Tourism: Marketing to Americans” focused on the cultural aspects of marketing and sales between Latin America and the United States. View the presentation handout (PDF)
March 4th, 2010 – 2nd Annual District 3 Meeting of the American College of Health Care Administrators
Irving was a keynote speaker at the 2nd Annual District 3 Meeting of the American College of Health Care Administrators. The presentation, “Chicken Little Was an Optimist: Marketing in difficult times” explored the use of three low cost / no cost tactics which health care providers can use to build better relationships with their markets. View the presentation handout (PDF)
December 5-6, 2009 – Winter Marketplace of the American College of Health Care Administrators, Las Vegas Nevada
Irving presented two workshops addressing the pressing need in long term care for effective, low cost marketing and sales training and development within the long term care sector. On 5 December, Irving presented “Chicken Little Was an Optimist; Marketing in difficult times” and on 6 December he presented “Ethical Influence: Selling your services without selling your soul”.
September 16 – 19, 2009 – The World Medical Health Tourism Conference, Phuket, Thailand
Stackpole & Associates will be well represented at this international conference with Irving Stackpole and Senior Associate, Elizabeth Ziemba, giving presentations to the delegates. Irving’s presentation will focus on marketing to medical tourists while Elizabeth will discuss issues pertaining to medical tourism visas. Part of her presentation has already been the subject of an article published in the Medical Tourism Association January/February 2009 magazine.
Visit the World Medical Health Tourism website
July 19-22, 2009 – IAHSA 8th International Conference, Leadership Beyond Borders, London, England
During this four day conference, Irving will present a workshop on July 21st in London, England, focusing on leadership issues for attendees of the International Association for Homes and Services for the Ageing.
More info at www.iahsa.net. Download presentation handout (PDF).
June 12, 2009 – Costa Rican Chamber of Hotels Presentation, San Jose, Costa Rica
On June 11 and 12, 2009, the Costa Rican Chamber of Hotels (Camara Costarricense de Hoteles) will host a two day seminar in San Jose, Costa Rica, focusing on innovation during difficult economic times. Irving’s presentation at this conference will focus on the “Innovator’s Dilemma: Marketing and Return on Investment for Medical Tourism Guests”.
View Conference Website | View Presentation (PDF)
May 16, 2009 – ACHCA Presentations
On May 16, 2009, Irving presented two seminars for the Annual Meeting of the American College of Health Care Administrators (ACHCA) in Providence Rhode Island:
Satisfaction is Cheap – Loyalty is Priceless focused on the important differences between customer, consumer and employee satisfaction vs. loyalty and how to more effectively manage for higher levels of loyalty.
Selling Your Services without Selling Your Soul looked at the psychological and behavioral aspects of sales in long term care, including who succeeds in sales and why, how to engage effective, yet ethical principles of influence in sales activities and how to measure sales task clarity and role alignment.
March 5, 2009 – Showcase 2009 Keynote – Surrey, UK
On Thursday, 5 March, Irving gave a keynote at Showcase 2009 in Surrey titled, “Selling Your Services Without Selling Your Soul”. The presentation reviewed the skills needed by care & nursing home managers as well as social care professionals to market and sell their services effectively.
February 25, 2009 – PROCOMER Workshop – San Jose, Costa Rica
Irving Stackpole, President of Stackpole & Associates, will present a full day marketing and business development workshop in San Jose, Costa Rica, sponsored by PROCOMER. Read the Press Release (PDF).
December 13, 2008 – ACHCA Annual Winter Marketplace, Las Vegas NV
On Saturday, December 13th at the 15th Annual Winter Marketplace of the American College of Health Care Administrators (ACHCA) Irving gave two presentations, “Selling Your Services Without Selling Your Soul” and “Satisfaction is Cheap – Loyalty Is Priceless.”
December 5, 2008 – Council for Korea Medicine Overseas Presentation
Irving gave a marketing workshop for the Council for Korea Medicine Overseas Promotion in Seoul, South Korea, entitled “Developing Market Strategies to Attract Medical Tourism Patients”. The presentation focused on the application of marketing principles to attract international health travelers. View presentation file (PDF).
November 20, 2008 – ARC Presentation
Irving presented a marketing training session to social care professionals in Coventry England. The program was sponsored by ARC (Association for Real Change) a country wide membership association. The session presented entry level concepts of marketing and sales specifically for the social services environment focused on persons with learning disabilities. Click here to view a presentation handout (PDF).
October 3, 2008 – CMSNE Keynote
Irving Stackpole gave the closing keynote presentation to the Annual Meeting of the Case Management Society of New England (CMSNE). The presentation entitled, “When Weebles Don’t Wobble: The Case Managers’ Conundrum” focused on the professional and personal challenges faced by case managers in today’s healthcare and human services environments.
September, 2008 – AAA Article Interview
Recruiting healthcare professionals is a challenge globally as jobs outnumber candidates. Finding the right person for the job is difficult even during the best of times. The magazine, Australian Ageing Agenda, recently interviewed Irving Stackpole for his perspective on effective interviewing skills. Read his hiring tips in this article (PDF).
May 13 – 15, 2008 ExpoTur, San Jose, Costa Rica
Irving Stackpole was an invited speaker to ExpoTur in San Jose, Costa Rica in May 2008. Along with a distinguished panel including Dr. Maria Avila-Aguero, Minister of Health and Mr. Jorge Woodbridge, Minister of Competitiveness for Costa Rica, Irving delivered to a packed room the presentation entitled “Medical Tourism and Retirement Living”. Drawing the connections and synergies among tourism, medical tourism, and retirement living, Irving co-wrote with Elizabeth Ziemba the article Recreational and Medical Tourism & Retirement Living: Opportunities & Challenges for Tourism Professionals which was made available to conference attendees. Following his presentation! , Irv ing was interviewed by Sergio Morales Chavarria from Costa Rica’s leading business newspaper El Financiero.
View Presentation (PDF) >
November 14, 2007 – American Society of Consultant Pharmacists Annual Meeting
On Thursday, November 14th, Irving gave a speech to the Commission for Certification of Geriatric Pharmacists at the American Society of Consultant Pharmacists Annual Meeting in Philadelphia. The presentation titled, “Brand You!” challenged certified geriatric pharmacists to develop a distinct identity and marketing advantage.
View Presentation Handout (PDF) >
May 4, 2006 – UK National Care Forum
Irving Stackpole, delivering a keynote presentation at the National Care Forum annual conference in Kenilworth, England on May 4, 2006
Stackpole Presents at UK National Care Forum >
October 19 2005 – Presentation Materials from American Society of Radiologic Technologists (ASRT) Conference in Denver CO.
July 2005 – S&A Senior Associate Teaches Graduate Course on U.S. Health Care System
Stackpole & Associates, Inc. Senior Associate Charles Preus, MBA is teaching a summer course for Suffolk University Sawyer School of Management at the Cape Code Program. Mr. Preus, an Adjunct Professor, is teaching a graduate level course, PAD 823 “The U.S. Health Care System”. The purpose of this course is to present an overview of the origins, components, organization, and operation of the health system in the United States and to introduce key issues to be addressed in the future. It is an introduction to the major health issues and institutions, and is designed to provide a framework for further study to students of Health Administration and practitioners in related fields. The course format is lecture and discussion. Textbooks, supplementary readings, case materials, assignments, guest lecturers, and the student’s own experiences are used to present and enliven the course content.
July 2005 – Stackpole Authors Customer Service Article for Caring Times
Caring Times, the management magazine for the long term care sector, has published an article by Irving Stackpole titled “Customer service surveys: a key step in achieving customer satisfaction”.
Read the Article Online >
Previous News and Events …………………….
December, 2004 – NEW REPORT
Caregiver Perceptions: Diagnosis & Treatment of Alzheimer’s and Related Disorders in Long Term Care Facilities
Stackpole & Associates recently completed a series of training seminars designed to assist professional caregivers caring for residents with Alzheimer’s and related disorders (AD) in long-term care. As part of this training, the participants were surveyed both before the training sessions and after the training had been completed. Results of these surveys indicate that AD may be significantly under diagnosed and that discharge from skilled care would be possible were more community supports available. View Report Summary (Poster) >
November 8, 2004
Assumption College, Worcester, Massachusetts
Employer Satisfaction with Vocational Rehabilitation Services
Based on groundbreaking research conducted by Stackpole & Associates, presented at the National Education Conference sponsored by the Rehabilitation Services Administration, this program presents training for vocational rehabilitation counselors and placement specialists to improve employer satisfaction with their services and increase the number of appropriate placements for persons with disabilities.
August 7, 2004
Fourteenth Annual Ross Forum on Long-Term Care Issues in Nursing, Abbott Laboratories Naples Florida
“Family Satisfaction with End-of-Life Care in Long-term care”
Many skilled nursing facilities have become progressively more focused on short-term rehabilitation, yet a significant proportion of the nursing home population dies while in residence. Families’ satisfaction with end-of-life care is therefore an important indicator of the quality of care and the competence and empathy with which the SNF’s handle end-of-life care issues. This presentation will look at the available data regarding end-of-life care applied to the skilled nursing setting.
August 13, 2004
Turenne PharMedCo Conference, Birmingham, Alabama
Sick Over Turnover? Rx Retention Solution
Employee turnover in long-term care assisted living and many other health care and human services settings is among the most challenging management issues. And while turnover rates range between 40% and 70%, some operations are managing significantly lower turnover rates and related costs. What’s the difference? Why are some operators able to manage 10% – 15% turnover rates while others experience 65% – 75% turnover rates in certain job categories? This seminar presents the principles behind employee retention in healthcare senior living and human services, presents research and evidence-based solutions which can significantly reduce turnover, recruitment costs and increased employee loyalty and productivity.
August 13, 2004
Turenne PharMedCo Conference, Birmingham, Alabama
“Satisfaction is Cheap – Loyalty Is Priceless”
Many long-term care providers measure customer, family and employee satisfaction. While these measures are important, the assumption has always been that higher levels of satisfaction will led to higher levels of loyalty. Recent data suggests that this is not true, however, leading top the conclusion that managers should work harder to increase loyalty.
Additional information about Turenne PharMedCo may be obtained at www.turennepharmedco.com
Stackpole & Associates has been contracted by Assisted Living Federation of America (ALFA) University to develop and edit their Customer Service Training Manual. The Manual will be available for previewing at the ALFA National Conference in May, 2004
May 25, 2004
Mass Aging Annual Conference in Marlboro, Massachusetts
Topic – “Satisfaction is Cheap – Loyalty Is Priceless”
Many long-term care providers measure customer, family and employee satisfaction. While these measures are important, the assumption has always been that higher levels of satisfaction will lead to higher levels of loyalty. Recent data suggests that this is not true, however, leading top the conclusion that managers should work harder to increase loyalty.
May 18 – 21, 2003
The Empire State Association of Adult Homes and Assisted Living Facilities
24th Annual Conference and Trade Show
Albany Marriott Hotel, Albany, New York
Presentation by Irving Stackpole: Monday, May 19, 2003; 10:30 – 12:30
- Decisions, Decisions: How Seniors Really Choose Retirement Living Communities. Program Summary >
May 20 – 21, 2003
AOPHA’s Spring Retreat
Association of Ohio Philanthropic Homes, Housing and Services for the Aging
Kings Island Resort & conference Center, Kings Island, Ohio
Presentations by Irving Stackpole:
- Decisions, Decisions: How seniors really choose retirement living communities. Program Outline >
- Loyalty in the New Millennium: How to deal with the new customer and the new competition. Presentation Outline >
Contact AOPHA for registration and additional information
April 23rd, 2004
Irving Stackpole will be presenting at the Rhode Island Assisted Living Association (RIALA) Annual Meeting, Providence, RI
Presentation: “Satisfaction Is Cheap: Loyalty Is Priceless”
April 18th, 2004
Irving Stackpole will be presenting at the American College of Health Care Administrators (ACHCA) Annual Conference & Exposition, Columbus OH
Presentation: “Whitewater Marketing: The Pace of Change Just Got Faster – Can You Keep Up?”
October 26-29, 2003
American Association of Homes & Services for the Aging
Annual Meeting & Exposition
Colorado Convention Center, Denver, CO
Presentation by Irving Stackpole:
- Ethical Influence: How to sell your community without selling your soul
Program Summary >
For additional information about this event, please visit AAHSA
Selected Previous Presentations
Marketing for Success: Branding healthcare services
The Masonic Healthcare Executives Association of North America (MHEANA), Annual Meeting
November 7, 2002
The Customer Service Imperative
Aetna US Healthcare, Regional Medical Practice Symposium
October 30, 2002
Decisions, Decisions: How seniors really choose retirement living communities
The American Association of Homes and Services for the Aging (AAHSA), Annual Meeting
October 24, 2002.
Loyalty in the New Millennium: How to deal with the new customer and the new
The Massachusetts Chapter of the American College of Healthcare Administrators (MA-ACHCA)
August 20, 2002
Employer Satisfaction Measurement in Job Placement Services
National Employment Conference 2002
Improving Home Healthcare Referrals
Visiting Nurses Association of New England (VNANE) Annual Meeting
Effective Physician Marketing: What the research says
Novartis Pharmaceuticals, Regional Sales Conference
Loyalty in the New Millennium: What will drive long term care choices in the next decade
The American Health Care Association Annual Meeting
Ethical and Legal Use of Marketing In Long Term Care
The American HealthCare Association, Annual Meeting
Building Better Referral Relationships With Doctors
The American Society of Consultant Pharmacists, Annual Meeting
Please contact us to learn more about upcoming events or news items of interest.