ETHEA is proud to offer:

Where: Bistro by the Tracks

When: April 16th – networking and dinner begin at 5:30pm, panel discussion at 6pm.

Cost: $10 for ACHE member, $15 for non-members

This event offers 1.5 Face to Face education credits. 

Meeting the Needs of Today's Healthcare Consumer

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’s experience. Patient expectations are being set by other industries and healthcare disrupters like retail clinics. How can hospitals and health systems provide the same level of customer service to stay competitive?

Moderator:

Kevin Gwin, Executive Director, Patient Experience for UT Health

Kevin brings a fresh approach to patient experience improvement: connecting patient survey data with revenue cycle and EMR to reveal intelligence not seen before and precise opportunities for intervention. The success has been remarkable.

Three times, Kevin was selected as “Hospital and Health Systems CXOs to Know” by Becker’s Hospital Review. He has more than 20 years of health care experience at Catholic, investor-owned and academic health systems with demonstrated success in transforming and sustaining a culture of excellence and patient experience performance.

Kevin also brings a significant amount of experience outside of health care with positions at Nissan, a top 20 U.S. bank and the world’s No. 3 insurance broker. He is a Certified Net Promoter® Associate and an award-winning internal communicator.

Panelists:

Dr. Mary Wise, board-certified family medicine physician with FamilyCare Specialists in Knoxville, TN

As a board-certified family medicine physician, Dr. Wise’s clinical interests include pediatric, adolescent, and adult preventative medicine, diabetes management, hypertension, mental wellness, and women’s health. “What I really enjoy about my specialty is the opportunity to take care of family units, help prevent chronic disease, and build long-term relationships.”

Dr. Wise received her medical education from Lincoln Memorial University and completed her residency in Family Medicine at the University of Tennessee in Memphis, TN.

When she’s not practicing medicine, Dr. Wise enjoys spending time with her family and friends, hiking, lake life, and exercising.

Tom Tull, MBA, FACHE, CPXP, VP and Chief Experience Officer, Ballad Health

With over 30 years in healthcare, Tom provides administrative and leadership support across the integrated health system and oversees the engagement and experience activities for patients/families, team members, and physicians.  Tom has been a member of the Board of Examiners for the Malcolm Baldrige National Quality Award and the Tennessee Center for Performance Excellence and served as an examiner trainer for the Tennessee Center for Performance Excellence and the State of Virginia Quality Award. He is a member of the Leaders Board for Service Excellence and a part‐time faculty member at East Tennessee State University.  Tom earned a BS in communications from the University of Tennessee and a Master’s in business administration from East Tennessee State University.  Tull is a fellow of the Advisory Board, a Fellow of the American College of Healthcare Executives, a certified Patient Experience Professional, and a certified Crucial Conversations and Crucial Accountability Trainer. Tull has been recognized nationally by Becker’s Healthcare as a top CXO to watch.

Brad Cagle, Pharm D, MBA, BCPS, Director of Pharmacy, East Tennessee Children’s Hospital

Brad is a dedicated and experienced pharmacist that is committed to providing exceptional patient care in diverse pharmacy practices. He currently leads pharmacy services in retail, hospital, home infusion, and specialty pharmacy meeting a variety of patient needs. His team is committed to improving and promoting health and wellness in his community through integrated pharmacy services.

Brad earned his Doctor of Pharmacy degree from Liscomb University in 2015, his MBA and B.S. in biology from Tennessee Technological University, and holds an advanced certificate in health care informatics from Lipscomb University as well as a teaching and learning certificate from the University of Tennessee Health Science Center. He completed residency at Cookeville Regional Medical Center in 2016 and is a board-certified pharmacotherapy specialist. His has held multiple clinical practice and administrative roles throughout his career. He continuously stays updated with the latest advancements in pharmacology and healthcare to deliver evidence-based solutions to meet the needs of those he serves.

This program has been developed and is presented locally by ETHEA. The American College of Healthcare Executives has awarded 1.5 ACHE Face-to-Face Education hours to this program. To receive credit for this program, your name MUST appear on the sign-in sheet.

For any questions regarding this event, please contact Russ Peters at [email protected]