Jake Poore spent nearly two decades at the Walt Disney World Company in Florida helping to recruit, hire, train and align their 65,000 employees toward one end in mind: creating memorable experiences for individuals, not transactions for the masses. In 1996, Jake helped launch the Disney Institute, the external training arm of Disney that sold its business secrets to the world. 80 percent of the people who attended the Institute were from healthcare…and Jake’s passion for helping to improve healthcare began.
He teaches us how to get everyone at an organization to focus on the patient experience, whether they have a financial incentive or not and it starts with a morning huddle. We also discuss empowering the staff to improve the patient experience and why there needs to be a mechanism to get their ideas to management. Lastly, we discuss preboarding, which is hiring, and onboarding. This was chock full of great ideas to start applying tomorrow.
Just after September 11, 2001, Mr. Poore launched Integrated Loyalty Systems, a company on a mission to help elevate the human side of healthcare. Since then, Jake and his team of experts have been sharing the organizational blueprints needed to build world class patient experiences by helping them design and execute patient-driven cultural blueprints, define the companies’ patient experience strategy and map out and operationalize the ideal patient and employee experience. Mr. Poore spends most of his time in the trenches of healthcare, working side by side clinical and non-clinical care team members on every step of the patient experience.
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