On April 28, at ProHealth Waukesha Memorial Hospital, the ACHE-WI chapter offered an event focused on Reinventing Customer Service in Healthcare: Lessons Learn from the Best.  Consumer-driven services in business and the need for efficiency are accelerating changes in the way organizations operate and compete. Many consumers today are taking greater control of their purchasing power and healthcare decisions and are demanding excellence in service. The challenge is how to give them the best service in a meaningful and economic way.

This discussion was led by the moderator, Stacy Conrad, Managing Consultant, The Benefits Group, Inc.  Our expert panelists included Teresa Lindfors, FACHE, RN, CNO/VP Patient Services, Stoughton Hospital, Aaron Kinney, MS, FACHE, Executive Director, Herma Heart Center, Children’s Hospital of Wisconsin, and Marlaina Jackson, MHA, Director of Patient Relations and Support Services, Froedtert Hospital.

“The Way of the Shepard. Seven Ancient Secrets to Managing Productive People” by Dr. Kevin Leman and Bill Pentak is a recommended follow-up read.  It will teach you how to lead the people close to you so they will view their work as a calling rather than merely a job, a place to belong rather than a place to work. It shows leaders how to infuse work with meaning and how to engage, energize, and ignite their workforce and gives employees a better understanding of what makes for a quality work experience.

This program was developed by ACHE-WI. The ACHE has awarded 1.5 ACHE Face-to-Face Education Credits to this program.

A special thank you to our planning committee members who put this event together.

• Tujama S. Kameeta, FACHE, Project Engineer, Department Partner, Performance Excellence, ProHealth Care
• Susan J Knight, MBA, CNMT, FACHE, Senior Director, Medical Sciences Institute, BloodCenter of Wisconsin
• James, McLain, FACHE, COO, Milwaukee VA Medical Center