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After much discussion and consideration, the ACHE Board of Governors and leadership team have decided to cancel the 2020 Congress on Healthcare Leadership due to the need for leaders and healthcare organizations to manage their responses to coronavirus (COVID-19) within their communities. Learn more at ache.org/Coronavirus.

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Jake Poore

President/CEO

Integrated Loyalty Systems

Jake Poore is founder/president/chief experience officer of Integrated Loyalty Systems in Orlando, Fla. He is a patient experience expert and a passionate advocate for improving the patient experience and employee engagement. For the past 17 years, he and his team have worked with countless healthcare leaders to provide them with how-to blueprints to design a culture with intention. Mr. Poore helps organizations create alignment and mutual accountability from the boardroom to the back offices to the bedside. He teaches them how to operationalize or hardwire safety and human kindness with everyone in the organization focused on one goal: to deliver exceptional patient and customer experiences, in every interaction—always. A former Disney executive, he was part of the team that launched the world-renowned corporate training center The Disney Institute. He is author of the forthcoming book 99 Lessons Learned From Disney to Improve the Patient Experience.

Sessions

10A – What If Hospitals Ran Disney?

Presented by Jake Poore at 10:00 AM on Monday, March 23rd.

What if we ran Disney the same way we run our hospitals? Would people still think of it as the happiest place on earth if they had to share a hotel room with complete strangers or sit in a waiting room for an unknown amount of time waiting to ride Space Mountain? It may be…

10B – What If Hospitals Ran Disney?

Presented by Jake Poore at 2:15 PM on Monday, March 23rd.

What if we ran Disney the same way we run our hospitals? Would people still think of it as the happiest place on earth if they had to share a hotel room with complete strangers or sit in a waiting room for an unknown amount of time waiting to ride Space Mountain? It may be…

Patient Experience Boot Camp: A Blueprint for Success—NEW!

Presented by Jake Poore at 8:00 AM on Sunday, March 22nd.

Learn to build a comprehensive plan for a cultural transformation using a proven methodology and framework for building and sustaining exceptional patient experiences. This program is designed for both new and seasoned leaders who are responsible for leading or improving the patient experience and employee culture.  This workshop will provide leaders with the tools and tested…