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Leading Change and Reinventing Customer Service in Healthcare

Alabama Healthcare Executives Forum

Thursday, June 14, 2012 from 10:45 AM to 2:45 PM (CDT)

Leading Change and Reinventing Customer Service in Heal...

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Ticket Type Sales End Price Fee Quantity
ACHE Member Ended $25.00 $1.62
Non-ACHE member Ended $30.00 $1.74
Student Ended $20.00 $1.49

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Event Details

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10:45 a.m. Welcome and Introductions

Cathleen Erwin, PhD- President, theForum                                                                             Tim Kant - Mayor, City of Fairhope                                                                                      Ashleigh L. McKenzie-  South Alabama LPC Director, theForum

11:00 a.m. - 12: 30 p.m. Panel Discussion

Successfully Leading Change in Healthcare Organizations (1.5 hours credit)
The healthcare environment is constantly changing, and provider organizations must adapt in order to survive and thrive. Organizations are frequently asked to respond to legislative changes, market fluctuations, safety concerns, and patient or staff demands. The success of major change implementation hinges on how it communicated and how it impacts individuals and processes in the organization. Stakeholders frequently resist change for many reasons, including not having enough information, fear of how the change will affect them, comfort with the status quo, and not understanding the benefits of the change. For change to truly beeffective, a leader must know how to effectively communicate the benefits, minimize the barriers and describe the processes. Learn from your peers as they share approaches that were successful and those that impeded the change process.

Moderator: Phil Cusa, PLC & Associates, LLC, Fairhope, Alabama


  • Joe Lavelle, President/Owner, Results First Consulting, Wellesley, Massachusetts
  • Ben McKibbens, LFACHE, retired, fomer President of Valley Baptist Health System, Harlingen, Texas
  • R. Bricken McKenzie IV, MBA, FACMPE, President/COO, Healthcare Education Strategies, Inc. Prairieville, Louisiana
  • Kent D. Skolrood, Senior Vice President/President, Baptist Health Care/Baptist Medical Group, Pensacola, Florida
  • Linda P. Adams, RPh, Pharmacy Manager, St. Vincent's East, Birmingham, Alabama

12:30 p.m. Lunch

1:00 p.m. - 2:30 p.m. Panel Discussion

Reinventing Customer Service in Healthcare (1.5 hours credit)
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 demandingexcellence 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. Patient expectations are being set by other industries; for example, the airline industry, in which Southwest Airlines is the only airline that has turned in profitable years for 33 consecutive years, consistently achieved the best on-time performance, received the fewest customer complaints and fewest mishandled bags and is consistently cited for the best customer service, the smartest management and as the most fun place to work. Can the principles from a culture like Southwest Airlines help healthcare win the hearts and minds of their employees?

Moderator: Randa Hall, MSHA, MBA, Vice Chair, Department of Health Services Administration, University of Alabama at Birmingham


  • Clark P. Christianson, President/CEO, Providence Hospital, Mobile, Alabama
  • David Clark, General Manager, The Grand Hotel Marriott Resort, Golf Club & Spa, Point Clear, Alabama
  • Kerry Flowers, Vice President-Organizational Development, Infirmary Health System, Mobile, Alabama
  • Ashleigh L. McKenzie, Principal, AdvisorsMD, LLC, Mobile, Alabama


For more information, please contact Ashley Turner-Carrick at 251.929.7088 or

If you require overnight accommodations, there are a variety of hotels in the area including:  Grand Hotel Marriott Resort (Point Clear), Hampton Inn (Fairhope), Holiday Inn Express (Fairhope), Key West Inn (Fairhope), and Fairhope Inn & Restaurant. Consider enjoying a long weekend in the Eastern Shore or Gulf Shores area.

Fairhope area hotel information:

Grand Hotel Marriott Resort, Golf Club & Spa
1 Grand Boulevard
Point Clear, AL 36532
(251) 928-9201

Fairhope Inn & Restaurant
63 S. Church Street
Fairhope, AL 36532
(251) 928-6226

Hampton Inn
23 N. Section Street
Fairhope, AL 36532
(251) 928-0956

Holiday Inn Express
19751 S. Greeno Road
Fairhope, AL 36532
(251) 928-9191

Key West Inn
231 S. Greeno Road
Fairhope, AL 36532
(251) 990-7373

Have questions about Leading Change and Reinventing Customer Service in Healthcare? Contact Alabama Healthcare Executives Forum

When & Where

Fairhope Civic Center
161 North Section Street
Fairhope, AL 36532

Thursday, June 14, 2012 from 10:45 AM to 2:45 PM (CDT)

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Alabama Healthcare Executives Forum

The Alabama Healthcare Executives Forum is an independent chapter of the American College of Healthcare Exeucutives, and is the officially-designated ACHE chapter for its members residing in the state of Alabama. The mission of the chapter is to be the professional membership society for healthcare executives throughout the state of Alabama; to meet its members' professional, educational and leadership needs; to provide professional networking activities; to promote high ethical standards and conduct; to advance healthcare leadership and management excellence; and to promote the mission of ACHE.

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