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Brian Lee, CSP Canada
Brian Lee, CSP

Brian Lee, CSP, is one of North America's leading experts in the field of World-Class patient experience, staff engagement and culture change. He is recognized author on HCAHPS improvement and Value-Based Purchasing. Brian is known for his passion and enthusiasm in delivering inspirational keynote presentations that create impact and bring transformation to healthcare organizations.

This internationally acclaimed and bestselling author has been featured as the keynote speaker at conferences in more than 14 countries. He travels 150,000 miles every year and has spoken in every state and province in North America.

Brian has been awarded the designation CSP: Certified Speaking Professional by the National Speakers Association. Of the tens of thousands of Speakers in North America, fewer than 700 have been recognized as a CSP.

Two trademarks of Brian's keynotes are his humor and audience engagement. His high energy presentations are always timely, relevant and packed full of useful tools. Practical applications are backed by moving stories taken from his real life experiences. Brian engages each audience and captures their imaginations with content that is customized so that each listener believes he is talking directly to them. He collaborates with each client to custom tailor each presentation.

Brian has been a passionate lifelong student of customer service and its effect on both organizational effectiveness and staff retention. He educates his audiences about the "how-to's" of developing patient, staff, and physician loyalty. He models how to inspire hope and commitment and to bring a renewed passion for care-giving. For two consecutive years Brian has been evaluated by the International Customer Service Association Conference as the number-one-rated Customer Service Expert Speaker in the World.

Brian Lee is also sought after as an executive leadership coach, either one-on-one for the entire Senior Leadership Team. A recognized leader and researcher, Brian has written extensively: his most well-known books, Keep Your Nurses for Life and Satisfaction Guaranteed have become 'required reading' for healthcare leaders everywhere. Satisfaction Guaranteed is now in its 24th printing.

Brian Lee is Chief Executive Officer of Custom Learning Systems Group Ltd., a leading provider of culture-change and training solutions to healthcare organizations across North America. He is also the founder of the Healthcare Service Excellence conference. In the past 30 years in business, Brian and his team have worked closely with healthcare organizations on several continents to achieve breakthrough results in improving the Patient Experience and Staff Engagement.

Brian is the author of 8 books and 62 audio and video programs including Satisfaction Guaranteed and Keep Your Nurses and Healthcare Professionals for life. He also developed the highly acclaimed Hospital of Choice - Service Excellence Initiative™ that has brought cultural change and organizational transformation to health care organizations throughout North America.

Brian is an avid fitness enthusiast, marathoner, dog lover, and competitive dancer.


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  • The Magic of Engagement™ - A New Leadership Blueprint For Healthcare Transformation.

    You will learn how to:

    • Devise a comprehensive transformation strategy for any major initiative.
    • Gain a powerful commitment from leadership to champion the project or process.
    • Systematically deal with change management issues in a way that gets urgent results.
    • Adapt 10 comprehensive breakthrough tactics to overcome dysfunctional cultural barriers.
    • Unleash the power of enthusiastic, empowered front line staff.
    • Achieve a "tipping point" to gain buy-in and ownership from a critical mass of leaders and staff.
    • Benefit from one post presentation private coaching session.

  • Secrets of Creating a First Class Patient Experience™ - How to deliver exceptional service to every patient, every time, no exception!

    You will learn how to:

    • Identify your customer's expectations and, by satisfying them, create lifetime customer loyalty.
    • Read and respond to your customers' hidden needs through the power of non-verbal communication.
    • Understand the real reasons customers complain and how to practice the Service Recovery Golden Rule "Mess Up? Fess Up and Dress Up."
    • Empower co-workers to provide an exceptional patient experience by creating a "Learning Organization" that educates and engages.
    • Gain a competitive advantage with the "Power of Excellence" in your professional career and personal life.

  • The HCAHPS Hospital of Choice™ - Leveraging the HCAHPS Survey to Become the Employer and Provider of Choice

    You will learn how to:

    • Send a wake-up call to leaders and staff about previously unknown patient dissatisfiers and how to eliminate them.
    • Break down departmental silos and achieve organization-wide literacy about the HCAHPS Survey results.
    • Gain active, enthusiastic frontline buy-in and ownership to improve the patient experience at the bedside and from support services.
    • Build a patient-driven culture of compassion and love through the three cornerstones of culture change.
    • Improve employee morale as a necessary first step to providing world-class customer satisfaction.
    • Inspire and engage leaders at every level to implement 23 critical best practices through a 100 Day Rapid Action Program.
    • Improve patient satisfaction to the 90th percentile and reduce controllable turnover by 50% in three years.
    • Implement 10 breakthrough recommendations to become the employer and provider of choice.

  • Every Breath You Take™ - Transforming the Patient Experience through Frontline Engagement

    You will learn how to:

    • Leverage the winds of Healthcare Reform to your organizations advantage
    • Deliver a world class patient experience to every patient, every time, no exceptions
    • Implement six practical service tools to make a difference, engage staff and create a customer driven culture
    • Create a culture of patient engagement, that positively impacts both their personal experience and clinical outcomes
    • Create sustainable HCAHPS improvements
    • Juggle multiple priorities of change and still retain a priority focus on the patient and family experience
Keep Your Nurses and Healthcare Professionals for Life Satisfaction Guaranteed
Keep Your Nurses and Healthcare Professionals for Life Satisfaction Guaranteed: How to Satisfy Every Customer Every Time!

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