Transforming Healthcare to be Patient Drive with Brian Lee, CSP, HoF

2024-06-18

Brian Lee is the founder and CEO of Custom Learning Systems Group and the Healthcare Service Excellence Conference. Brian has been awarded the designation CSP: Certified Speaking Professional by the National Speakers Association and has been inducted into the Canadian Speaking Hall of Fame. With Headquarters in Calgary, Canada, Brian has led his team of training professionals for 40 years, focusing exclusively on healthcare including hospitals and clinics. 34 of their clients have earned regional and national awards for...

With Headquarters in Calgary, Canada, Brian has led his team of training professionals for 40 years, focusing exclusively on healthcare including hospitals and clinics. 34 of their clients have earned regional and national awards for world-class patient experience, employee and physician engagement. Brian has personally trained and consulted over 520+ hospitals and healthcare organizations throughout North America.

For two consecutive years, the International Customer Service Association rated Brian, the number-one Customer Service Speaker in the world.

Brian is the author of 8 books, including “Keep Your Nurses and Healthcare Professionals for Life™”, “Satisfaction Guaranteed – How to Satisfy Every

Customer Every Time™.” He is also the author of the acclaimed “HCAHPS Breakthrough Leadership™ Webinar Series” and Everyone’s a Caregiver ® Micro-Webinar System.

In the past 39 years, he has traveled 5,000,000 miles to speak 3,840+ times. He has spoken in every state and province in North America, and in 16 countries worldwide.

In this session we will discuss:

· The Hurdles to deliver a 5-Star Level of Service in Healthcare today

· Leading from the Top Down and From the Leaders in the Front Line

· Turning Winners and Grinners into Super Stars

· Knowing and Helping Employees when to Move Up or Shove Off

· Remembering Why You Come to Work

· Realize that everyone brings with them their own beliefs and values

· I’m guessing there have been a Few Setbacks along the way in 40 Years, for Example

o Financial Setbacks

o People Setbacks

o Covid-19

· The Greatest Gift is Giving Back