Criterion-Based Measurements of Patient Experience in Health Care with Dr. Thom Mayer

 Dr. Thom Mayer has been widely recognized as one the nation's foremost experts in leadership, management, and customer service in healthcare. His skills as a speaker are legendary, and are attested to by the fact that he was named Outstanding Speaker of the Year for the American College of Emergency Physicians in the second year of the award, and has twice been given the Over the Top; Award, which is given to the highest rated speaker of the year for the American College of Emergency Physicians. Dr. Mayer has given Keynote speeches at numerous national conferences, including those for The Studer Group. Dr. Mayer has published over 60 articles, 60 book chapters, and has edited ten textbooks on healthcare leadership, customer service, and emergency medicine. Dr. Mayer wrote Leadership for Great Customer Service, about which leadership guru Tom Peters said, 'I honestly can’t remember when I have seen so much of so much importance crammed into a short book. This book is laser-like in its aim'; Most recently, Dr. Mayer wrote Leadership for Smooth Patient Flow. The Emergency Department and Hospitalists services for which he is responsible have won awards from virtually every survey company in healthcare, including one client whose scores rose from the first percentile to the 85th percentile in one year. On September 11, 2001, Dr. Mayer served as one of the Command Physicians at the Pentagon Rescue Operation, coordinating all medical assets at the site. In addition, physicians under his direction were the first to successfully diagnose and treat inhalation anthrax victims during the fall 2001 anthrax crises in the nation’s capital. Dr. Mayer also serves as the Medical Director of the NFL Player s Association. Insightful lessons and anecdotes from all these experiences are woven into his presentations. Without exception, client audiences have raved about Dr. Mayer s presentations, citing their warmth, wisdom, and extremely humorous presentation. Dr. Mayer s passion and energy in speaking about customer service and leadership in healthcare have resulted in valuable lessons and practical applications

• Link to claim CME credit: https://www.surveymonkey.com/r/3DXCFW3
• CME credit is available for up to 3 years after the stated release date

Contact CEOD@bmhcc.org if you have any questions about claiming credit.