Fred Lee
Fred Lee is a nationally recognized expert and consultant in patient relations and service excellence. His seminars are dynamic, inspiring, and immensely practical. He motivates healthcare managers as well as front line staff by talking their language and having walked in their shoes. He can also lead an organization through a comprehensive cultural change based on the Baldrige Award criteria that builds patient loyalty through dedication to exceptional service, continuous improvement, and effective feedback systems.
Lee began his healthcare career at Shawnee Mission Medical Center in Shawnee Mission, Kansas, a suburb of Kansas City. During his five years there as vice president for marketing and development, he won several national awards for innovative approaches to patient satisfaction and loyalty. He was then recruited to be senior vice president at Florida Hospital (now over 1500 beds) where he developed a nationally acclaimed guest relations program for hospitals.
As Lee’s reputation in the industry grew, and other hospitals sought out his expertise in developing their own strategies, he left Florida Hospital and formed his own healthcare marketing and service excellence company which has provided consulting or training services to nearly 100 hospitals. Highlights of his subsequent career include:
- Joined Dick Ireland in the Snowmass Institute to teach a 40-hour course in Healthcare Communications that was the leading source of education for healthcare communicators in the 1980’s.
- Authored a handbook for healthcare service line management which was purchased and used in over 300 hospitals.
- Asked by the American Management Association’s Healthcare Division to develop and teach their first certificate course for healthcare managers in service line marketing.
- Recruited by McGraw-Hill to write a book entitled, Overcoming the Barriers to Quality Service in Healthcare Organizations (not yet published).
- Invited by Disney University to help develop and facilitate a health-care version of the 4-day seminar, Disney’s Approach to Quality Service, and their most recent seminar, Customer Loyalty.
- Became a trained facilitator for the Baldrige Award self-assessment process
- Selected by Pfizer as part of a special faculty to teach Older Adult Sensitivity Workshops for healthcare organizations.
- Customer Service
- Managing People
- Disney Approach to Service
- Leadership Effectiveness
- Service Excellence
- Positive Confrontation
- Total Quality Management
- Baldrige Award Criteria
- Quality Improvement
- Research on Rewards and Recognition
- Patient Satisfaction
- Emotional Intelligence
- Patient Loyalty
- Employee Motivation
- Physician Risk Management
- Employee Retention (Nursing)
- Physician Marketing
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