The ACHE-WI Face-to-Face Madison Event brought together a group to discuss Reinventing Customer Service in Healthcare: Lessons Learned from the Best. Attendees learned the strategies that local healthcare leaders have used to improve internal and external customer service. They discovered new initiatives to achieve outstanding patient and staff satisfaction results, increase market share and decrease cost. They also discuss how to meet patient and provider needs in a faster, more cost-efficient way while excelling in safety and retention outcomes. This program was developed by ACHE-WI. The ACHE awarded 1.5 ACHE Face-to-Face Education Credits to this program.
The program was led by moderator Wendy Horton, PharmD, MBA, FACHE, Vice President, Operations, UW Health at the American Center. Panelists included Kristin Baird, MHA, BSN, RN, President/CEO, Baird Group, Teresa Lindfors, FACHE, RN, CNO/VP Patient Services, Stoughton Hospital and John Sheehan, MHA, FACHE, President, UW Health at the American Center.
A special thank you UW Health at the American Center for hosting and our program committee members that planned the program.
- Vonda R. Shaw, MS, MPH, FACHE, Manager – Preventive Cardiology and Heart Station, University of Wisconsin Hospital and Clinics
- Crystal L. Warning, MPH, MSW, Program Analyst, Medical Service, Wm. S. Middleton Memorial Veterans Hospital
- Heidi Skeppstrom Bolling, RN, ANP, NEA-BC, CNOR, Traveling Veteran Coordinator, William S. Middleton Memorial Hospital & Clinics
