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(Converted from ThinkLab 2008 session 760)
Please Note: This session has been pre-recorded, there will not be an opportunity for the audience to interact directly with the speaker during the session, however CLMA staff will be happy to forward questions to the speaker. Please send questions and/or comments to Angela Agostini at aagostini@clma.org.
This light-hearted presentation introduces the Experience Economy, a positive approach to improving employee engagement and customer satisfaction. This plan recognizes that the needs of a customer go beyond routine service. It contends that when in a lab, clients also want to have a memorable and meaningful experience. This is a fresh idea that health-care facilities are just starting to implement. In this session, we will discuss how one particular laboratory decided to use the Experience Economy to enrich customer experience only to discover it also made a significant impact on employee morale. Any laboratory leader looking for an innovative way to reduce employee turnover and increase profitability will benefit from this presentation.
Learning Objectives:
At the conclusion of this session, participants should be able to:
- Describe the value of the Experience Economy approach in improving lab services by enriching the customer’s experience.
- Discuss ways to increase employee recruitment and retention rates by positively engaging staff in work.
- Explain how the lab can grow revenue by creating an enjoyable environment for both employees and customers.
Member: $290 Non-Member: $400
Patty Eschliman, MT(ASCP), Laboratory Manager, Madonna Rehabilitation Hospital
A BS graduate of University of Central Missouri - go Mules - Patty completed her Medical Technology internship at Research Medical Center, Kansas City. Her 24 year career includes everything from being a generalist on third shift, an HLA Tissue Typing Technologist in solid tissue transplantation, Supervising a Flow Cytometry department to Laboratory Management in two different physician office specialty clinics. Currently she is the Laboratory Manager at Madonna Rehabilitation Hospital, a 319 bed stand alone medical rehabilitation facility in Lincoln Nebraska. A laboratory she designed from scratch in 2002.
A Great Plains Chapter CLMA member since 1998, Patty has held the positions of Board Member at Large, Treasurer, President-elect, President, and is currently Past President. She was recently elected to the CLMA International position of CCL-Chair Elect. Patty also holds the local position of President for the Lancaster Society of Clinical Laboratory Scientists.
As a speaker at many local and state educational events, Patty has given presentations on Laboratory Testing and Interpretation, Laboratory QA/QC, Phlebotomy for Nurses, Employee Engagement, Evaluating MLT Student Affective Domain, and Emotional Intelligence.
Today, speaking on The Experience Economy Patty will show you why service is no longer enough for consumers, even in healthcare and how you can take a few fun ideas and improve your customer satisfaction rate by engaging your patients in a positive, memorable way.
When not engaged as a working manager, Patty enjoys spending the little time offered by her 16 year old daughter, Lauren. They love to travel by train, visit art museums and take turns enhancing the other's taste in music through live venues.
All Levels
1.5 Credit Hours
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