Winning an award does not happen by accident. An award is the result of
preparation, practice and team work. This is especially true when you care for
others. We start with the premise that exceptional service comes from the heart and
is achieved by compassionate, competent caring. We focus on the specifics of how
to have successful patient engagements at each moment of trust.
This session will give you a how‐to guide to educate and enroll your team in
service excellence. As the leader, you identify the individuals whom your team will
serve and then define the core needs and desires of those individuals. This program
will give practical tips to foster cooperation to achieve service excellence. In today’s
competitive healthcare market, patient satisfaction with service and care is reflected
in patient satisfaction surveys and HCAHPS scores, and is the difference between
success and failure.
Louis (Lou) Benson, PhD, CPC, has significant experience as a healthcare leader
and speaker. For more than twenty years, he has been regarded as one of
America’s finest keynote speakers and seminar leaders and has worked with
organizations experiencing rapid change and reorganization. In 2004, Lou became
the CEO of Treasure Coast Hospice and transformed the organization. Since
retiring, he continues his consulting and speaking activities. He brings practical,
real work solutions to his audiences. Lou has no real or perceived conflicts of
interest that relate to this presentation.
This session is for clinical and non‐clinical staff, especially COOs, CNOs,
department heads, hospital leadership, nursing leadership, nursing home
administrators, and other hospital professionals interested in management and