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Jake Poore

  • Former Disney & Franklin-Covey Executive
  • Customer Experience and Healthcare Patient Experience Speaker
Fee Range*
$7,500 - $10,000
Traveling From
Florida

Unlike typical trainers or keynote speakers, Jake Poore spends most of his time in the trenches of healthcare, working side by side clinical and non-clinical care team members on every step of the patient experience. You may find him shadowing a nurse on a medical-surgical floor, observing pre-op surgery, secret shopping the waiting room of...

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Unlike typical trainers or keynote speakers, Jake Poore spends most of his time in the trenches of healthcare, working side by side clinical and non-clinical care team members on every step of the patient experience. You may find him shadowing a nurse on a medical-surgical floor, observing pre-op surgery, secret shopping the waiting room of a doctor’s office or conducting patient focus groups.
As Founder and President of ILS, Jake knows what it takes to create and maintain a world-class service organization. He should… he spent nearly two decades at the Walt Disney World Company in Florida helping to recruit, hire, train and align their 65,000 employees toward one end in mind: creating memorable experiences for individuals, not transactions for the masses. In 1996, Jake helped launch the Disney Institute, the external training arm of Disney that sold its business secrets to the world. 80 percent of the people who attended the Institute were from healthcare…and Jake’s passion for helping to improve healthcare began. Just after September 11, 2001, Jake launched Integrated Loyalty Systems, a company on a mission to help elevate the human side of healthcare. Since then, Jake and his team of experts have been sharing the organizational blueprints needed to build world class patient experiences by helping them design and execute patient-driven cultural blueprints, define the companies’ patient experience strategy and map out and operationalize the ideal patient and employee experience.
ILS has successfully helped numerous healthcare organizations make cultural transformations including: Kaiser Permanente, Cigna Medical Group, Augusta Health, Dignity Health and their 75 medical practices, Baystate Health, Penn Medicine, Ochsner Health System, National Rehabilitation Hospital, and BJC Healthcare’s ProgressWest Hospital. Since 2009, Jake has been faculty for the American College for Healthcare Executives (ACHE) teaching a 2-day course sharing the blueprints for designing world-class cultures that drive exceptional patient experiences. In 2018, Mayo Clinic presented him with the prestigious Ozmun Award in Administrative Excellence.
Jake’s popular book, “99 Lessons Learned From Disney To Improve The Patient Experience” and its Companion Workbook provide real world strategies for implementing Disney’s world-class service into healthcare.

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Jake Poore in Media

Speaker Programs

Creating Exceptional Patient Experiences, Every Patient, Every Day
Patients want to be treated as an individual and not "the kidney in room 103". They tell us that exceptional experiences occur when we consistently meet their expectations on what we provide (the clinical care ...more
Patients want to be treated as an individual and not "the kidney in room 103". They tell us that exceptional experiences occur when we consistently meet their expectations on what we provide (the clinical care side), while exceeding their expectations on how we provide it (the service side). Go with Jake as he takes you on a journey, looking at some of the best practices and lessons learned from organizations known for their world-class service, delivered consistently and seamlessly through the eyes of their customers. In this engaging presentation, Jake will share his insights and experiences on the secrets to to success and how you can build it within your own service area. ...less
The Leader's Role in Building and Sustaining Exceptional Patient Experiences
Whether you have a title or not, everyone is a leader. We all have a circle of influence on others. Great leaders do not only take care of our patients and customers, they inspire their ...more
Whether you have a title or not, everyone is a leader. We all have a circle of influence on others. Great leaders do not only take care of our patients and customers, they inspire their colleagues and associates. In this session, Jake Poore will help participants understand both the approach and the tools successful leaders use to elevate experiences to world-class status. ...less
The Power of Leadership Storytelling
Organizations known for providing world-class service are also known for their ability to tell compelling stories and to motivate others through storytelling. Most employees do not remember models, concepts and graphs, but when told an ...more
Organizations known for providing world-class service are also known for their ability to tell compelling stories and to motivate others through storytelling. Most employees do not remember models, concepts and graphs, but when told an engaging story, not only do they understand the concept, but they tell it to others, thereby reinforcing the culture. ...less
HOW HAS COVID-19 CHANGED THE PATIENT EXPERIENCE FOREVER?
Coronavirus changed the patient experience forever. They say, "A good doctor treats the disease. A great doctor treats the patient who has the disease." During this time of uncertainty, we couldn't hug, shake hands or ...more
Coronavirus changed the patient experience forever. They say, "A good doctor treats the disease. A great doctor treats the patient who has the disease." During this time of uncertainty, we couldn't hug, shake hands or allow families to visit their loved ones, so we really had to get creative in coming up with solutions that still put safety first, but also allowed for the human connection - tailored to each person's needs - for both patients and caregivers. From the explosion of virtual appointments to digital outreach and new protocols - everything in healthcare has shifted in the age of COVID-19. The silver lining is we finally brought healthcare into the 21st century. And there is now, more than ever, enormous potential to extend the care beyond the walls of the hospital so patients feel they are continued to be cared for... by integrating digital and human touches that build loyalty and earn us the right to be your trusted healthcare partner. For caregivers, COVID-19 taught us that taking care of the caregivers is as important as taking care of the patients. Go with Jake as he explores specific tools that arm and empower every care team member to deliver on the organization's promise, especially during a crisis. ...less
WHAT IS HOSPITALS RAN DISNEY?
What if we ran Disney the way we run our hospitals? Would it still be called "the happiest place on earth?" Would you know how much anything costs or how long the wait would be? ...more
What if we ran Disney the way we run our hospitals? Would it still be called "the happiest place on earth?" Would you know how much anything costs or how long the wait would be? And at the end of the day, would you exit the park when you wanted or would you be "discharged" only when we tell you "it's time to go!" Now, let's look at it another way. What if Disney ran your hospital? How would the care experience be different? And which would your patients prefer? Go with Jake Poore, a veteran Disney leader and expert on elevating the human side of healthcare, as he shares Disney's top strategies for delivering and hardwiring world-class service for every patient, in every interaction, through a culture of always. And, discover the three simple tools you can use to help your employees think differently and act differently, so they can create a better care experience. ...less
THE SECRET FORMULA FOR CREATING PATIENT EXPERIENCE MAGIC! (99 LESSONS LEARNED FROM DISNEY)
In order for us to personalize this highly popular speech, we'll need to be in touch with you to learn more your organizational needs and goals. This is a necessary first step so we can ...more
In order for us to personalize this highly popular speech, we'll need to be in touch with you to learn more your organizational needs and goals. This is a necessary first step so we can customize this speech (which shares lessons learned and the very best practices of Disney's world-class service culture) to ensure a perfect fit for you and your organization. ...less

Reviews

"Jake is the only speaker we've had to earn a perfect 5.0 rating from all our members; and we've had over 60 presenters at 19 Leadership Development Institutes over the past 5 years."

- David Crouch, Chief Learning Officer, Blue Ridge Healthcare

"There are storytellers who come in, and you think, oh, that's a sad story, but they leave and you say, so what?" "Jake Poore has the ability to tell a story and get every person who hears it to realize the "so what"-- how I apply that in my role no matter who I am."

- Carmen Kane, Performance Improvement Administrator, Mayo Clinic

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