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.