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Thom Mayer, Keynote Speaker

Thom Mayer

    • Founder of BestPractices, Inc.
    • Medical Director for the NFL Players Association
Full Bio
Fee Range, In-Person:

$10,000 - $15,000

Fee Range, Virtual: Please Inquire
Travels From

District of Columbia

Discovering Patient Expectations in the ED

Discovering Patient Expectations in the ED

Focusing on Customer Service NOW

Focusing on Customer Service NOW

Dr. Mayer is Founder of BestPractices, Inc., the Medical Director for the NFL Players Association, a Medical Director for Studer Group, Clinical Professor of Emergency Medicine at George Washington University and a Senior Lecturing Fellow at Duke University. He is one of the most widely-sought speakers on healthcare patient experience, leadership and management, hardwiring flow, trauma and emergency care, pediatric emergency care, EMS/disaster medicine and sports medicine. His work in each of these areas has resulted in changing the very fabric of patient care. He has published over 100 peer-reviewed articles, 100 book chapters and has edited or written 20 textbooks, including Leadership for Great Customer Service: Satisfied Employees, Satisfied Patients: 2nd Edition, Leadership for Smooth Patient Flow, Hardwiring Flow, The Patient Flow Advantage and Strauss and Mayer’s Emergency Department Leadership.

Dr. Mayer was named the ACEP Outstanding Speaker of the Year in the second year the award was given and has twice been named ACEP’s “Over-the-Top” award winner. Leadership for Smooth Patient Flow won the ACHE’s James Hamilton Award for the best healthcare leadership book in 2008. In sports medicine, his work at the forefront of changing concussion diagnosis and management in the NFL has changed the way these athletes are diagnosed and treated. USA Today name him one of the “100 Most Important People in the NFL” in recognition of his influence. He is currently nominated for the Pro Football Hall of Fame in Canton, Ohio.

WHY HEALTHCARE LEADERSHIP MATTERS

In healthcare, we lead and manage in a world of the perpetual whitewater of change. But effective change can only occur when leaders at every level of the organization, including clinicians at the bedside understand not only the “How” but also the “Why” guiding leadership. This inspirational talk gives practical examples of how leadership can give your organization a substantial and sustainable competitive advantage.
OBJECTIVES:

  • Understand that we live and work in a healthcare environment of perpetual change, where delivering the results that matter
    requires leadership
  • Describe the key elements of leadership and management and how each requires distinct skills
  • Give practical examples of how to tie intrinsic motivation to tangible results in patient safety, service excellence, physician accountability, and hardwiring flow

LEADERSHIP FOR GREAT CUSTOMER SERVICE: SATISFIED EMPLOYEES CREATE SATISFIED PATIENTS

Patient satisfaction in no longer an option, but instead is an essential core competency for everyone in healthcare. But service excellence is not a “rah-rah” approach to exhort the team, but rather a hardwired discipline that helps B Team Members move to the A Team. This starts with the insight that while customer service skills are good for the patient and the family, they are most important to the team, because they make the difficult job of patient care int he 21st century easier. This entertaining and insightful talk is full of practical examples of how satisfied employees result in satisfied patients.
OBJECTIVES:

  • Describe the importance of getting the “Why” right before the “How”
    Understand the concept of “A Team Members” and “B Team Members
  • The Open Book Test approach to patient satisfaction surveys
  • How to use Survival Skills and the A Team Toolkit to drive sustainable competitive advantage

INSPIRED PHYSICIAN ACCOUNTABILITY: HOW TO LEAD PHYSICIANS TO EXCELLENCE IN AN ERA OF “KEEPING SCORE”

It is impossible to drive an organization to healthcare excellence without engaging physicians in a meaningful and sustainable way. This requires substantial leadership that allows physicians to participate in hospitals and healthcare systems in different ways than in the past. The speaker has decades of experience in leading physicians to high levels of performance by engaging them in an accountable system that works for the patient, the organization, and the physicians themselves.
OBJECTIVES:

  • Describe the changing landscape of healthcare and what it means for the relationship between healthcare organizations and
    physicians.
  • Understand the importance of vision to guiding strategy and tactics in this environment
  • Provide an evidence-based system to engage physicians in a system of mutual accountability
  • Show how metrics-based physician accountability can drive substantial competitive advantage

HARDWIRING FLOW: ADDING VALUE AND DECREASING WASTE IN HEALTHCARE

As we move from volume-based and eminence-driven healthcare models to one where value must be measurably accentuated and
population health is an issue, many organizations are lost when it comes to meaningfully defining how to become the “high-quality, low-cost” provider of patient care. The author has co-written the definitive textbook on how to hardwire flow into your organization through a series of 7 critical flow tools and strategies. He will frame the issues and provide numerous examples of how to add value and eliminate waste by using flow tools.
OBJECTIVES:

  • Define the importance of becoming the high-quality, low-cost provider of healthcare 
  • Define flow as adding value and eliminating waste as patients move through the service transitions and queues of healthcare
  • Define the 7 tools and strategies of hardwiring flow
  • Give practical examples of using the tools of hardwiring flow

THE PATIENT FLOW ADVANTAGE: HOW HARDWIRING HOSPITAL-WIDE FLOW GIVES YOU SUSTAINABLE COMPETITIVE ADVANTAGE

Once organizations begin to understand how flow adds value and eliminates waste, it becomes clear that these principles can be used
across all levels of the hospital and healthcare organization. Flow is a “Treasure Hunt” to accelerate value and a “Bounty Hunt” to eliminate waste. This talk gives numerous examples of how hospital-wide flow is essential for organizations that are at the cutting edge of innovation in healthcare.
OBJECTIVES:

  • Define flow and how it advances the value proposition for healthcare organizations. 
  • Describe how operating across service transitions while eliminating waste and adding value are critical to success
  • Define how the 7 tools and strategies of hardwiring flow work in hospital-wide flow 
  • Give practical examples of how hardwiring hospital-wide flow gives hospitals and healthcare systems sustained competitive advantage.

Speaking Topics:

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