But My Patients are Different: How to Debunk Criticisms and Engage Your Physicians on the Journey to Service Excellence

Larry Brown, M.D, FAAP, FACP, Medical Director Service, Mission & Community, Alegent Creighton Clinic
Matthew Hazen, MBA, Senior Director, Service Excellence, Alegent Creighton Clinic

At Alegent Creighton Clinic, the goal is to create the best possible experience for every patient, all the time. The belief is that it is in the best interest of patients, providers and staff and the integrated health system to create an environment where teamwork is valued and all members of the team are engaged and empowered to do what is best for the patient. This presentation will debunk common physician criticisms of Service Excellence initiatives and provide a toolkit to engage physicians in the patient experience journey. Participants will learn the skills to identify providers who can serve as service excellence champions and equip them with the necessary tools to coach/mentor their peers.