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2017 Conference Schedule

October 2-4 / Orlando, FL

The 12 Biggest Barriers to Front Line Engagement

Day:

October 3

Time:

5:00PM - 5:50PM

Track:

Trends and Topics: Acute Providers

MISSION: Transforming the Patient Experience through Engagement and Empowerment

YOU WILL LEARN HOW TO EFFECTIVELY DEAL WITH:

  1. A dysfunctional culture
  2. Poor employee morale and negative attitudes (i.e. entitlement, victimhood, blaming)
  3. Lack of accountability and follow through and/or goals that are not clear or well understood
  4. Physicians who are not engaged/and may be part of the problem
  5. An ineffective Service Excellence Council, which has not been able to find or implement a single “silver bullet” solution
  6. Past ‘Flavor of the Month’ customer service programs that left a legacy of skepticism and cynicism
  7. Reputation/word of mouth in the community’s not always positive
  8. Silos/poor interdepartmental interaction or communication
  9. Don’t have a long-term plan
  10. A lack of patient satisfaction survey literacy and awareness, and/or patient satisfaction sample size is too small or reports are outdated
  11. Lack of service excellence training for staff, and/or service empowerment leadership training for managers
  12. Lack of Front Line engagement and ownership

Speakers


Brian Lee
Founder and CEO, Custom Learning Systems Group Ltd