Speaker: Keynote: Healthcare vs. the World: The Future of Healthcare in a Consumerism World

Ryan Donohue is a thought leader in the realm of healthcare consumerism. Ryan’s mission is to inspire and persuade hospital and health system leaders to embrace and engage the healthcare consumer. Over the past decade, Ryan has conducted extensive research on the effects of consumerism on the US healthcare industry.

Ryan is currently the corporate director of program development with National Research Corporation, the largest surveyor of healthcare consumers in the US. Through his research and subsequent findings, Ryan has authored several publications on the topics of healthcare consumerism, brand strategy, and effective marketing tactics including his most recent work: “Considering the Customer: Understanding & Influencing Healthcare’s Newest Change Agent” published by The Governance Institute.

Ryan also shares his message across the country via national, regional and local healthcare and hospital associations. Ryan has worked directly with clients such as Mayo Clinic, Baylor Scott & White, Tenet, Trinity Health, Middlesex Hospital and other organizations big and small to understand and influence consumer decision making in healthcare.

Speaker: Closing Keynote: Celebrating Pride in Nursing

Liz Jazwiec, R.N. is a nationally renowned speaker, strategist and author who has shared her passion for leadership, engagement and service with audiences across the country. She is the award-winning author of the bestselling books “Eat THAT Cookie!” “Hey Cupcake! We are ALL Leaders,” and “Service Excellence is as Pie, (Perception Is Everything.)” In 2010 “Eat THAT Cookie” was chosen as a winner of the American Journal of Nursing Book of the Year award in the leadership and management category

She’s also been a longtime hospital officer who helped raise service scores at Chicago, Illinois’ Holy Cross Hospital from the 5th to the 99th percentile in just a few years. Her work as vice president of patient care and as the director of emergency services was one of the key reasons Holy Cross won Fortune Magazine’s Enterprise Award for Best Business Practices in 1996.

Today, she uses that expertise to inspire other organizations interested in building a culture where excellence is driven by strong leaders and engaged employees.

Many audiences describe Liz’s presentations as uplifting, motivational and fun. However, they also clearly respect her practical and experience-based style. You’re sure to enjoy her creative and viable suggestions for addressing some of the difficult issues facing organizations today.

Speaker: Opening Keynote: We Are All Life Savers: Reconnecting to Your Deeper Role in the Patient Experience

Unlike typical trainers or keynote speakers, Jake 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. You may find him shadowing a nurse on a medical-surgical floor, observing pre-op surgery, secret shopping the waiting room of a doctor’s office or conducting patient focus groups.

As Founder and President of ILS, Jake knows what it takes to create and maintain a world-class service organization. He should… he 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.

Just after September 11, 2001, Jake 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.

ILS has successfully helped numerous healthcare organizations make cultural transformations including: Kaiser Permanente, Cigna Medical Group, Augusta Health, Dignity Health and their 75 medical practices, Baystate Health, Penn Medicine, Ochsner Health System, National Rehabilitation Hospital, and BJC Healthcare’s ProgressWest Hospital.

Since 2009, Jake has been faculty for the American College for Healthcare Executives (ACHE) teaching a 2-day course sharing the blueprints for designing world-class cultures that drive exceptional patient experiences. In 2018, Mayo Clinic presented him with the prestigious Ozmun Award in Administrative Excellence.

Most recently, Jake published “99 Lessons Learned From Disney To Improve The Patient Experience”, which provides real world strategies for implementing Disney’s world-class service into healthcare.

In his free-time, he enjoys sailing, golf, and photography. He lives in Orlando with his wife and their three beautiful children.

Speaker: Keynote: Cultivating a Healthy Workforce by Addressing Disruptive Behaviors

Dr. Renee Thompson is a sought after speaker, author, consultant, and leading authority
on creating healthy workforces by eliminating bullying and incivility. With 27 years as a
clinical nurse, nurse educator, quality manager, and nurse executive, Dr. Thompson
is an expert on workplace bullying and incivility, and spends the majority of her time
working with healthcare organizations that want to cultivate a healthy workforce.

Renee is the CEO of RTConnections and the Founder of The Healthy Workforce
Institute. She has been repeatedly published, interviewed, and awarded for her work
to educate, connect, and inspire current and future nurses. She is the author of several
books and is in demand as a keynote speaker.

Dr. Thompson has been published in numerous nursing journals including, but not limited to, Journal of Medsurg Nursing, Journal of Nursing Administration (JONA), Nursing 2008, and Oncology Nursing News. She is a frequent invited guest on radio, podcasts, webinars, and online social media platforms.

In 2016, Renee received the Nursing Excellence award as a nurse entrepreneur to honor her work to eliminate workplace bullying. She received the first Outstanding Nursing Alumni for Excellence in Leadership Award and Distinguished Alumni recognition from her alma mater, and was a finalist in the Healthcare Heroes Awards as a Healthcare Provider in her hometown of Pittsburgh, PA. Her blog has won numerous awards
as a Top Nursing Blog “must-read” by the online nursing community and her anti-bullying videos are viewed by healthcare organizations around the world.

Renee is one of only 26 nurses in the world who have achieved the prestigious certified speaking professional designation and in 2018 was recognized as one of LinkedIn’s Top Ten Voices in Healthcare for her contribution to their global online healthcare community. Renee has a Masters degree in Nursing Education and a Doctorate of Nursing Practice from the University of Pittsburgh.