Additional Keynotes

We’re living in an Experience Economy where patients are consumers, and consumers have more choices than ever before. Overall, clinical excellence is consistent among care facilities; but the real opportunity, or key differentiator, is in your organization’s ability to consistently exceed expectations on the service side of care.How do you move from merely satisfying patients to loyalty and ultimately, advocacy?

How do you earn higher patient satisfaction scores, inspire a highly engaged workforce, and produce a more robust bottom line?

The key to driving each of these outcomes is to deliver a Patient Experience that not only meets clinical objectives but also exceeds service expectations. Why? Because the Patient Experience is affected by everything that happens on the clinical side as well as the non-clinical or service side of care.

Women drive approximately nearly 80% of all consumer purchasing (source: Forbes) and roughly 94% of all healthcare decisions (source: Fierce Healthcare), through a combination of their buying power and influence. As the so-called Chief Medical Officers of their families, women hold the purse strings when it comes to medical decisions and choice of care. They expect good clinical outcomes, but they demand excellent service for themselves and their families — and they won’t hesitate to switch providers and drive further, pay a higher deductible, and shop around until they find what they want.

Consumers don’t buy a car, house, or other high-ticket item without knowing the cost upfront, and they expect the same level of cost transparency in healthcare.

Studies show nearly 90% of patients want to know their medical costs in advance of receiving care. By providing the service of greater transparency in costs up front, in a hassle-free, easy to understand manner, we can reduce the stress and anxiety patients feel when it comes to the healthcare choices they face for themselves and for their family.

Patients today say they want to be treated as individuals and not just identified by their acuity or clinical ID number. They tell us that exceptional experiences occur when we consistently meet their expectations on what we provide (the clinical care side) while exceeding their expectations on how we provide it (the service side).

Jake is President and Chief Experience Officer of Integrated Loyalty Systems, a company renowned for helping organizations go from good to great. He will share the keys to creating and sustaining exceptional employee and patient experiences, and pitfalls to avoid.

[Note: Jake has a book being published in early 2017 called, “99 Lessons Learned from Disney to Improve Patient Experiences,” which will go along nicely with this program.]

It Must Be Who You Are… Not Merely What You Do

Everyone today wants to know how to get their patient satisfaction scores to go up and stay up… yet improving the Patient Experience can no longer be merely an initiative, side project or the stuff of an ad hoc task force. Delivering excellent patient experiences consistently must be part of your organization’s DNA – a reflection of who you are as a healthcare provider.

In this dynamic presentation, Jake Poore, President and Chief Experience Officer of Integrated Loyalty Systems, will share a simple tool to help you weave loyalty into your operational protocols. Jake will share the two levels of every patient interaction and how, when those levels are balanced, trust is established and reinforced between patients and caregivers. This simple-but-elegant concept not only applies to individual patient interactions… it will also impact your team huddles and meetings, how you conduct employee one-on-ones, how you write your daily emails — in short, it will show the value of treating employees exactly the way you want them to treat patients.

These days, healthcare isn’t just a visit for your sick body – it’s a lasting experience for your mind. People return to their favorite restaurants – why? They had service that makes them feel individual, important. Patients these days are expecting more from their healthcare providers as if they are the waiter/waitress at their favorite restaurant. As those expectations are rising, our service should also be rising to exceed those expectations. The healthcare world is becoming increasingly competitive, so the key question to ask is – how do we keep our patients our patients?

In this dynamic presentation, Jake Poore, President and Chief Experience Officer of Integrated Loyalty Systems, will share with you the root of patient loyalty, and the best practices that lead to it.

Providing exceptional clinical experiences is not enough for today’s increasingly demanding healthcare client: you have provided both clinical expertise with compassion, and you have to do both consistently. Healthcare organizations that are able to always deliver on both the clinical and “human” parts of patient interactions are seeing success and are differentiating themselves in the industry.

Jake Poore, President of Integrated Loyalty Systems, will share the challenges and successes healthcare organizations experience in striving to reach a high degree of excellence and consistency in patient interactions. He will share the two levels of every client interaction and how, when those levels are always handled well, trust is established and reinforced between clients and caregivers.

Whether you have a title or not, everyone is a leader. We all have a circle of influence on others. Great leaders do not only take care of our patients and customers, they inspire their colleagues and associates.  In this session, Jake Poore will help participants understand both the approach and the tools successful leaders use to elevate experiences to world-class status.

Organizations known for providing world-class service are also known for their ability to tell stories and motivate others through storytelling. Most employees will not remember data, models, concepts and graphs, but when told through an engaging story, not only do they understand the concept or message, but they can retell the story to others, thus sharing the message and reinforcing your organization’s unique culture.

Amid all the chatter about big data, analytics, and evidence-based medicine there is one fundamental truth, healthcare organizations and their team members are transformed by their stories.

Go with Jake as he takes you on a storytelling journey with healthcare application, sharing best practices and lessons learned from organizations known for their exceptional experiences, delivered seamlessly and consistently, and guiding your leaders to develop their own stories to share.

As a worker in healthcare today, many can feel bogged down by daily job tasks and ever-changing initiatives, forgetting why they chose healthcare a profession, to begin with, and can sometimes feel like work has become a chore instead of a privilege to making difference in the lives of others. Jake Poore, President and Chief Experience Officer of Integrated Loyalty Systems, understands this and will share simple tools and a comprehensive approach to help you re-engage you and connect your fellow co-workers to their intentional role on the care team.

Good care is no longer good enough for patients today. We now live in an Experience Economy where clinical and operational excellence is assumed, but service excellence is expected and demanded. Patients want to be cared for but they also demand to be handled with care. And they want it delivered consistently…in a culture of always. They want you to treat their illness while also treating them as unique individuals.

In this dynamic presentation, Jake Poore, President and Chief Experience Officer of Integrated Loyalty Systems, will share his proven LEAN-like approach to dissecting both the art and science of creating the blueprints for hardwiring sustainable world-class patient experiences. Using the tools and lessons learn from other world-class organizations, Jake will illustrate how to successfully align and engage employees toward one common goal; how to break down department silos that impede the consistency and continuity of care patients demand; and how to create a cultural blueprint roadmap for building a sustainable, patient-driven culture with intention.

Getting Physicians Actively Involved and Leading the Way

Good care is no longer good enough for patients today. We now live in an Experience Economy where clinical and operational excellence is assumed, but service excellence is expected and demanded. Patients want to be cared for but they also demand to be handled with care. And they want it delivered consistently…in a culture of always. They want you to treat their illness while also treating them as unique individuals.

In this dynamic presentation, Jake Poore, President and Chief Experience Officer of Integrated Loyalty Systems, will share his proven LEAN-like approach to dissecting both the art and science of creating the blueprints for hardwiring sustainable world-class patient experiences. Using the tools and lessons learn from other world-class organizations, Jake will illustrate how to successfully align and engage employees toward one common goal; how to break down department silos that impede the consistency and continuity of care patients demand; and how to create a cultural blueprint roadmap for building a sustainable, patient-driven culture with intention.

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