Do you think Disney could improve your hospital?
You're probably right.
Our team is made up of former Disney cast members, who have spent the last decade applying Disney concepts to healthcare... making adaptations and gaining insights and best practices along the way. Plus, we added a little of our own "magic." Now, we have a formula that truly works in healthcare.
"I enjoy talking with Jake Poore [ILS President] because he understands healthcare. The work that I did with him at the beginning was while he was at Disney. He understands the jump from here's how we did it at Disney, and here's how it can be translated to healthcare. That translation piece is important."
-Lisa Schumacher, University of Chicago Hospitals
What We Can Provide
Consulting to improve your HCAHPS scores
Training programs and workshops, customized to your organization, to address a specific need
Consulting for a cultural change in your healthcare organization to make it more world-class service
Training and consulting on how to integrate and hardwire the service programs you've created into your processes and systems
Effective speakers for your next Leadership Development Institute that everyone will rave about
What Our Clients Say
“Jake is the only Leadership Development Institute speaker we've had to earn a perfect 5.0 rating from all our members; and we've had over 60 presenters at 19 LDIs over the past 5 years.”
-David Crouch, Chief Learning Officer, Blue Ridge Healthcare
“[ILS] has the ability to tell a story and get every person who hears it to realize the 'so what'- how I apply that in my role no matter who I am.”
-Carmen Kane, Mayo Clinic
“If we had the opportunity to utilize [ILS'] talents again, we'd be glad to do so.”
-JoAnn Shaw, Vice President and Chief Learning Officer, BJC HealthCare
“[ILS] understands the idea of creating a patient experience, and [they're] passionate about that.”
-Lisa Schumacher, Director of UCH Academy, University of Chicago Hospitals
“Dynamic [team] that integrates [their] expertise in creating positive, memorable experiences for both employees and the patients/customers they serve! [They] were instrumental in helping us define our "building a legacy of care" onboarding experience for new associates.”
-Judy Schueler, Vice President and Chief Learning Officer, Abrazo Health Care
“What ILS does so well is help you asses every touchpoint, then show you techniques to develop key words/conversations that lead to outcomes of what people see, hear and feel when they interact with us.”
-David Crouch, Director of Organizational Development, Blue Ridge HealthCare
“ILS will engage with the upper, middle, and lower levels of the organization to make sure their needs are metc. They do the front end work to make sure the outcomes are measurably met... to ensure there is an impact.”
-Rudy Papenfuhs, Director, Truman Medical Center Corporate Academy
The ILS Difference
We won't just give you a list of Must-Do's... we'll tell you how to do it. And if you want help with implementation, we'll do that, too.
We won't just lay another system over yours... we'll help you to customize and integrate our learnings into your processes and systems so they work.
This won't be a flavor of the month... we'll help you hardwire the service culture change.
We can help you take your global Key Words to a local, unit level that is applicable and job-specific.
We offer ideas and courses that are complementary to what you already have, not to replace what you have (unless that's what you want).
Resources
More About Our Company
We design and implement customized solutions that earn patient and employee loyalty for our clients. In addition to our own methods, we have learned how to adapt management practices from companies like Disney, Southwest Airlines and Ritz Carlton and help clients implement them in ways that fit with their existing organizational culture.
| What We Do: We Create Loyalty!
We firmly believe, as our logo displays, there is a direct correlation between employee and physician satisfaction (the “Yin”), customer and patient satisfaction (the “Yang”) and the practice of medicine. We use our guiding compass as a tool for you to use to take care of your referring physicians and employees, treat them as valued customers, arm them with the ability and motivation to become service heroes and, in return, win their hearts and minds. As a result of this investment in your most valuable asset – your human capital – your physicians and team members will take the time to build life-long relationships with your customers, enabling the practice of truly excellent clinical care. |
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ILS will share best practices and lessons learned from working directly with top healthcare organizations. ILS has successfully implemented dynamic cultural changes with many clients by creating service-focused organizations and solidifying the infrastructure to achieve objectives involving employee, physician and patient satisfaction along with fiscal performance. ILS helps organizations from the design and blueprint process, to creating architecture that is patient-centric, to the completion of training and complete integration of the service excellence change.
We also enjoy a professional relationship with Dr. Brian Wong, a practicing physician for more than 25 years. Dr. Wong brings clinical and board member expertise and is also an outstanding facilitator and consultant – a combination that allows us to successfully involve your physicians, who are often a challenging and critical part of any healthcare organization's culture change.
