Many healthcare groups grapple with who they should hire when looking for a speaker for their conferences. Should it be someone on the inside of the healthcare industry?  Joint Commission updates? More technical training?  Sometimes it’s not obvious that non-industry health care speaker is the answer.  But usually, it’s just what the doctor ordered. (See what I did there?!) 

I have never worked for a hospital system or healthcare association that hasn’t ALREADY received tons of training on engagement and customer experience.  Let’s face it: your people know what to do when it comes to how to treat other people, but they don’t always do it. They don’t need more information or training—they need motivation.  This is where I can be helpful: closing the gap between what they know and what they actually do.

Here’s what every healthcare worker is constantly told: treat your patients really, really well. Look them in the eye and introduce yourself. Explain the process, let them know the outcomes, help them understand the issues.  Ask them if they have questions. Etc, blah blah blah.