Consumer-driven services in business and the need for efficiency are accelerating changes in the way organizations operate and compete. Many consumers today are taking greater control of their purchasing power and healthcare decisions and are demanding excellence in service. The challenge is how to give them the best service in a meaningful and economic way.

Organizational survival relies on healthcare leaders with the vision, determination and courage to test various methods of enhancing the patient experience.  

Jana Boehmer                                                                 James A. Haley Veterans Hospital

     In 2010, James A. Haley received the Florida State Governor's Sterling Award, based on the National Malcolm Baldrige Criteria for Performance Excellence. For this award, Jana was honored as the leader of the Customer Service aspect, as Chairperson for the organization's Customer Service Council.

Jennifer Camps                                        H. Lee Moffitt Cancer Center & Research Institute

     Jenn oversees technology support for all web-based applications and platforms at Moffitt, and in her current role, has directed the new design, development and enhancements made to MyMoffitt Patient Portal. The Portal empowers patients to take a more active role in their healthcare, and has maintained a 98% satisfaction rate.

Shawn Halls                                                            Sarasota Memorial Health Care System

      Part of Sarasota Memorial's Consumer Engagement Platform, Shawn is responsbile for service excellence strategies for physican, employee and patient satisfaction. He established performance-based consumer experience measurement and reporting, developed to better define and track satisfaction initiatives within the System.

**Questions?: Contact Kelly Munch, Program Chair,kelly-munch@smh.com or (941) 266-3490.