Jake Poore: Program Outlines
Creating Exceptional Patient Experiences -Every Patient, Every Day
Patients want to be treated as an individual and not "the kidney in room 103". 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). Go with Jake as he takes you on a journey, looking at some of the best practices and lessons learned from organizations known for their world-class service, delivered consistently and seamlessly through the eyes of their customers. In this engaging presentation, Jake will share his insights and experiences on the secrets to to success and how you can build it within your own service area.
The Leader's Role in Building and Sustaining Exceptional Patient Experiences
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.
This engaging session will help participants:
- Discover why most initiatives die.
- Tap into the power of storytelling as a part of your leadership toolkit.
- Recognize their own leadership style and adjust to a more effective one.
- Understand the two dimensions of effective leadership.
- Describe specific criteria to monitor in their physical environment “through the patient’s (customer’s) eyes.”
- Build the “4 Cs” to Sustain Employee Engagement: Communicating, Coaching, Counting (measurement) and Celebrating (recognition)
The Power of Leadership Storytelling
Organizations known for providing world-class service are also known for their ability to tell compelling stories and to motivate others through storytelling. Most employees do not remember models, concepts and graphs, but when told an engaging story, not only do they understand the concept, but they tell it to others, thereby reinforcing the culture.
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