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Integrating Data, Leadership and Best Practices Into A Service Roadmap for Your Organization

Wednesday, May 07, 2014
Richard Evans, MA How do you implement an approach to service improvement that doesn’t end up being a “flavor of the month” or feels disconnected from other major organizational initiatives? This webinar will provide a practical framework for creating and implementing a comprehensive service roadmap for your organization. The seminar will outline essential components of a service strategy and help you choose and prioritize areas of focus. Finally this session will provide practical tools for integrating your data, leaders and best practices into an approach that will be able to produce sustainable results.

Update: Premium members can access the recording of this webinar.


Richard Evans, MA, is the Senior Director for Service at the Massachusetts General Hospital and Massachusetts General Physicians Organizations in Boston, MA, where he coordinates the organization’s effort to improve the patient experience. He also has responsibility for the organization’s Referral Management Office, the Physician Leadership Program and the Visitor Education Program.

Prior to coming to MGH, Rick served as the Vice President of Support Services and Patient Centered Care for New York Presbyterian Hospital, where he oversaw support services functions including housekeeping, food service, patient escort and laundry departments and where he also led the organization’s successful strategy to improve the patient experience called “We Put Patients First.”

Prior to joining NYP, Rick served as the Vice President of Mission Services for the Bon Secours and Canterbury Partnership for Care in Hudson County, New Jersey and also as the Director of the St. Francis Hospital Foundation in Wilmington, Delaware. He also served in leadership roles in local and national not-for-profit organizations before moving into healthcare.

Rick holds a Master’s Degree in Theology from Christ the King Seminary in East Aurora, NY and a Bachelor’s Degree in Philosophy from Wadhams Hall Seminary College in Ogdensburg, NY.

Tags: employee engagement, culture, HCAHPS
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