Unlike typical speakers, Jake Poore spends most of his time in the trenches of healthcare institutions. You may find him shadowing a physician in the emergency department, learning of the needs of the sterile processing department, or the delivering food with the food service team.
As Founder and President of ILS, Jake Poore knows what it takes to create and maintain a world-class service organization. He should... he spent nearly two decades at the Walt Disney Company helping to train and align 65,000 employees toward one end in mind: creating memorable experiences for individuals, not masses.
Jake has spent the past 15 years fine tuning those blueprints by adding best practices from leaders in service, like Southwest Airlines and Ritz-Carlton Hotels, and applying them to more than 100 top healthcare organizations. Through leadership retreats and hands-on workshops, Jake and his team of experts are dedicated to helping organizations achieve their goals in the areas of designing and executing cultural blueprints, defining the companies’ service strategy and mapping out and operationalizing the ideal customer and employee experience.
In 2001, Jake launched Integrated Loyalty Systems, Inc., and for the past 11 years, Jake and Team ILS have helped many healthcare organizations make successful cultural transformations including: University of Chicago Hospitals, UPHS-Penn Medicine, Ochsner Health System (New Orleans), MedStar Visiting Nurses (MD, DC, VA), and National Rehabilitation Hospital (DC). In addition, ILS has contributed to creating patient-centric architectural blueprints for organizations like the University of Colorado Hospitals, Jersey Shore University Medical Center, and BJC Healthcare’s Progress West Hospital.
Jake Poore is faculty for ACHE and teaches a 2-day course on the Chief Experience Officer and patient experiences. In his free-time, he enjoys sailing, skiing, and photography. He lives in Orlando with his wife and their three beautiful children.
Creating Exceptional Patient Experiences - EveryPatient, Every Day
Patients want to be treated as an individual and not "the kidney in room 103". They tell us that exceptional experiences occur when we consistently meet their expectations on what we provide (the clinical care side), while exceeding their expectations on how we provide it (the service side). Go with Jake as he takes you on a journey, looking at some of the best practices and lessons learned from organizations known for their world-class service, delivered consistently and seamlessly through the eyes of their customers.
In this engaging presentation, Jake will share his insights and experiences on the secrets to to success and how you can build it within your own service area.
The Leader's Role in Building and Sustaining Exceptional Patient Experiences
Whether you have a title or not, everyone is a leader. We all have a circle of influence on others. Great leaders do not only take care of our patients and customers, they inspire their colleagues and associates. In this session, Jake Poore will help participants understand both the approach and the tools successful leaders use to elevate experiences to world-class status.
This engaging session will help participants:
- Discover why most initiatives die.
- Tap into the power of storytelling as a part of your leadership toolkit.
- Recognize their own leadership style and adjust to a more effective one.
- Understand the two dimensions of effective leadership.
- Describe specific criteria to monitor in their physical environment“through the patient’s (customer’s) eyes.”
- Build the “4 Cs” to Sustain Employee Engagement:Communicating, Coaching, Counting (measurement) andCelebrating (recognition)
The Power of Leadership Storytelling
Organizations known for providing world-class service are alsoknown for their ability to tell compelling stories and to motivateothers through storytelling. Most employees do not remembermodels, concepts and graphs, but when told an engaging story,not only do they understand the concept, but they tell it to others,thereby reinforcing the culture.
David Crouch, Chief Learning Officer Blue Ridge Healthcare
“Jake is the only Leadership Development Institute speaker we've had to earn a perfect 5.0 rating from all our members; and we've had over 60 presenters at 19 LDIs over the past 5 years."
JoAnn Shaw, Vice President & Chief Learning Officer BJC Healthcare
“Personally and professionally, he's wonderful to talk and work with. He has such a professional style, and his ethics are above reproach. He's a winner! If we had the opportunity to utilize his talents again, we'd be glad to do so.”
Janis Sloane, BSN RN CRRN, Case Manager National Rehabilitation Hospital
“Jake and Mike did a great job with the New Ambassador Training. I really enjoyed the 2 days and can see how this team building effort is an effective tool for hospitals. It makes sense to do whatever it takes to get employees loyal to the organization, accept "ownership” of problems, and feel empowered to " make a difference". I admit that I was very skeptical of the Disney connection but feel that your new company has made a good transition between the concept of "good show" at a vacation spot and a hospital. Thanks for an informative 2 days.”
Leslie Gibbs, MBA, Director of Student Services Operations Franklin University
"Your presentation at the Hershey conference was GREAT! I really appreciated your honesty and your story telling! At Franklin University we have a Leadership Center and we are always looking for dynamic speakers to help broaden our horizons. I will pass along your information!"
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