Unlike typical trainers or keynote speakers, Jake Poore spends most of his time in the trenches of healthcare, working side by side clinical and non-clinical care team members on every step of the patient experience. You may find him shadowing a nurse on a medical-surgical floor, observing pre-op surgery, secret shopping the waiting room of a doctor’s office or conducting patient focus groups.
As Founder and President of ILS, Jake knows what it takes to create and maintain a world-class service organization. He should... he spent nearly two decades at the Walt Disney World Company in Florida helping to recruit, hire, train and align their 65,000 employees toward one end in mind: creating memorable experiences for individuals, not transactions for the masses. In 1996, Jake helped launch the Disney Institute, the external training arm of Disney that sold its business secrets to the world. 80 percent of the people who attended the Institute were from healthcare…and Jake’s passion for helping to improve healthcare began.
Just after September 11, 2001, Jake launched Integrated Loyalty Systems, a company on a mission to help elevate the human side of healthcare. Since then, Jake and his team of experts have been sharing the organizational blueprints needed to build world class patient experiences by helping them design and execute patient-driven cultural blueprints, define the companies’ patient experience strategy and map out and operationalize the ideal patient and employee experience.
Team ILS has successfully helped many healthcare organizations make cultural transformations including: Kaiser Permanente, Cigna Medical Group, Augusta Health, Dignity Health and their 75 medical practices, Baystate Health, Penn Medicine, Ochsner Health System, National Rehabilitation Hospital, and BJC Healthcare’s ProgressWest Hospital.
Jake is faculty for ACHE and for the past 11 years has been teaching a 2- day course — sharing the blueprints for designing exceptional patient experiences.
In his free-time, he enjoys sailing, golf, and photography. He lives in Orlando with his wife and their three beautiful children.
For more information on Jake Poore, please contact Executive Speakers Bureau 901.754.9404.
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:
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.
Creating Patient Loyalty by Providing Exceptional Patient Experiences
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 will share with you the root of patient loyalty, and the best practices that lead to it.
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