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Speaker Profile - Brian Lee
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Brian Lee
Brian Lee, CSP

A leading expert in the field of Healthcare Patient Satisfaction and Change Leadership

Healthcare's "Mr. Loyalty"

Certified Speaking Professional

CEO and Founder of Custom Learning Systems

Best-selling Author



Brief Bio:


Brian Lee is one of North America’s leading experts in the field of Healthcare Patient Satisfaction and Change Leadership. He is the founder of Custom Learning Systems (CLS) and the HealthCare Service Excellence Conference. Brian is a best-selling author and sought-after presenter in the healthcare industry (having presented all over North America, and 14 countries worldwide). His publications include Satisfaction Guaranteed™ – How to Satisfy Every Customer Every Time! and Keep Your Nurses and Healthcare Professionals for Life. In addition, he has authored the "Transforming the Patient Experience Self Study Training System"and has co-authored both the "HCAHPS HOPE Plan E-learning Series" and the "HCAHPS Breakthrough Webinar Series".

Relevant Credentials:

In 1984, Brian founded Custom Learning Systems Group Ltd., an international training implementation company specializing in customer & patient satisfaction and employee retention strategies. As the CEO of Custom Learning Systems Group LTD, Brian and his team have led hundreds of hospitals and healthcare organizations through the journey to service excellence. He has the foundation to provide relevant, quality information based on 'in the trenches' experience. Known as Healthcare's "Mr. Loyalty," Brian not only educates his audience on the how-to's of patient, staff, and physician loyalty (a particularly important subject in this era of HCAHPS and Value-Based Purchasing), he also inspires hope and commitment, resulting in a renewed passion for care-giving. He was awarded the designation of CSP, by the NSA. He also hosts the annual HealthCare Service Excellence Conference.

Offered Presentations/Topics:

  • The Magic of Engagement™ - Unlock the mystery of employee empowerment and enthusiasm to create a world class patient/resident experience
  • Secrets of Creating a First Class Patient Experience™ - Deliver exceptional service to every patient, every time, no exceptions
  • The HCAHPS Hospital of Choice™ - Leveraging the HCAHPS Survey to Become the Employer and Provider of Choice
  • Fast Track Your Journey to Staff Engagement™ - Overcome barriers to frontline ownership, to enhance the patient experience (and everything else)
  • Becoming a High Performing Hospital™ - Unleash the potential within your walls to capitalize on new opportunities outside of them
  • Change Your Culture… Or be Doomed to Repeat the Past™ - The New Role of the Healthcare Leader in becoming an Employer and Provider of Choice
  • The Amazing Leadership Race™ - Energize your Conference/meeting through a transformational team building experience
  • The Accountability Protocol™ - Hardwire for Successful Service Culture Transformation
  • Thriving on Change – From Good to Great – Putting Patients First™ - How to Survive and Thrive in the Midst of Chaos
  • Every Breath you Take - Transforming the Patient Experience through Frontline Engagement

Speaking Fee/Honorarium: $10,000

Travel Restrictions: None

Video of Brian:

 


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