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Monthly Learning Meeting: How to Win Customers and Influence Staff

  • Wed, August 16, 2017
  • 11:30 AM - 1:00 PM
  • 4502 Medical Drive, San Antonio, Texas 78229
  • 3

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Date: Wednesday, August 16
Time: 11:30 AM to 1:00 PM

Title: How to Win Customers and Influence Staff: Building a Culture and Sustaining It, Too

Location: University Health System
                  Lantana Conference Room
                  4502 Medical Drive
                  San Antonio, Texas 78229

Description: Participants will enjoy lunch, network and learn how University Health System has been on an accelerated patient experience journey for the past 3 years. This presentation will speak to how the Office of Patient Experience has been able to connect. Connect with our senior leadership, middle management, front line staff, our patients and their families. During this motivational session we will discuss the implementation of interventions aimed at changing our culture while improving and sustaining our performance. We will also describe how we facilitate, coach and assist in the execution of best practice across all disciplines within University Health System.

Parking Instructions: Park in the visitor parking lot at University Hospital main campus. Parking will be validated. Upon arrival to UHS proceed to front lobby information desk and you will be escorted to the Lantana Conference Room on the first floor.

Facilitator: Lisa Sanchez, Executive Director
                   Kimberlea King, RN Educator
                    - Office of Patient Experience

Lisa Sanchez is the Executive Director of Patient Experience with University Health System. She has been a Registered Nurse for 34 years. She joined University Health System in 1988. In addition to working as a bedside Registered Nurse in the Emergency Department as well as Medical-Surgical Units and Ambulatory Clinic settings, Lisa has also served in leadership positions in each of these areas. She has been in her current role as the Executive Director of Patient Experience since 2011. She is married to her husband Abel (26 years) and they have 3 children. She is an “advocate mom” for Clarity Child Guidance Center and Psychiatric Hospital in San Antonio and is often sought out to speak to different groups about her children’s struggles with mental illness and the stigma of mental illness in our society.

Kimberlea King is a Nurse Educator in the Office of Patient Experience at University Health System. She has been a Registered Nurse for 13 years. She joined University Health System in 2004 as a staff nurse in the Emergency Center. While in the Emergency Center Kim led several patient centered care committees including the Customer Service Committee and Patient Through Put Committee. In 2013 she was promoted to Patient Care Coordinator/Nurse Manager in the Emergency Center and worked towards transforming that department’s culture to a patient centric one. Kim is a native San Antonian and has been married for 24 years to her husband Scott. Together they have two sons.

Speaker Accomplishments:

  • Lisa
    • Sigma Theta Tau International, Delta Alpha Chapter at Large – Ruth F. Stewart Image-maker Award Winner in 2010, for her notable contributions to nursing and the image of nurses.
    • Employee of the Year in 1996 for the design and implementation of NurseLink, the health system’s nurse telephone triage program. Team of the year in 2013 for her work on the “New U” team focused on changing the culture of the University Health System to become patient centered and family focused.
    • Graduate of the Disney Institute for Healthcare Excellence in 2012.
  • Kim
    • Graduate of the Disney Institute for Health Care Excellence.
    • Kim received her Bachelor’s of Science in Nursing from the University of Texas Health Science Center at San Antonio; currently pursuing her Master’s Degree for Clinical Nurse Leader at University of The Incarnate Word; Member of the Honor Society of Nursing, Sigma Theta Tau, for her academic achievement.
    • 2013 she was named Employee of The Year as a member of “The New U” Team.
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