Join expert speakers Janiece Gray, MHA, BSW, CPXP, and Gretchen Leiterman, MBA, as they explain how to develop an internal approach to improve organizational service culture. Through their in-depth advice and tips, you’ll learn how to increase customer satisfaction and bolster your patient experience.
 

At the conclusion of this program, you will be able to: 

• Detail organizational approaches to improve service culture in a culturally diverse, urban, Level I trauma center
• Understand principles of leadership accountability for key behaviors while being mindful of cultural sensitivity
• Describe how to establish an internally led care team coaching program to enhance the impact of training

Meet the Speakers
 

Janiece Gray, MHA, BSW, CPXP, is a co-founder and CEO of DTA Associates, Inc., a healthcare consulting firm focused on helping providers achieve patient-centered improvement goals. Gray has more than 20 years of experience in patient care, healthcare administration and operations, performance improvement, and patient experience.
 

Gretchen Leiterman, MBA, is chief operating officer of SSM Health Saint Louis University Hospital in St. Louis. She previously worked as a vice president at HealthPartners in Bloomington, Minnesota, and in multiple positions in the Allina Health System in Minneapolis. She is a board member of The Lifesaving Foundation in St. Louis and serves on the board of directors of the Metro St. Louis chapter of the American Heart Association.
 

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