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Healthcare Community of Practice(CoP) – Building Excellent Customer/Patient Experience

May 14, 2015 @ 6:30 pm - 8:00 pm


Customer and/or Patient Experience has become the newest approach to good old customer service. Within HealthCare, often we forget that “Care” is the name of the game. It extends deeper than providing health advice and procedures, it is the relationship building part that ultimately drives demand for our service. Care leads to a viable business and the “R” word “Revenue.” During this presentation, Craig will introduce one of his projects and show you how he applied the Three Phases and Five Attitudes of Building an Excellent Culture of Service which is based on one of his Seven Attributes of Excellent Management.


  • $5 PMI Nashville members
  • $10 non-members
  • $10 at door

PDUs: 1.0


6.30-7.00 pm : Networking
7.00-8.00 pm : Event

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About Our Speaker:

Craig Stevens is the President of Westbrook Stevens, LLC (a small consulting and training company) and he has over 30 years of experience as a Management, Industrial, and Systems Engineer. Craig has worked as a consultant for over 100 different organizations in 25 states including (HCA, US DOD, US DOE, NASA, Lockheed Martin, Westinghouse, DuPont, etc.) where he usually focuses on the organization/business as a whole system. Craig was born into Business Process Improvement and Customer Service. He actually has memories of being in a highchair in a professional kitchen during rush hour. Both his parents then owned a restaurant and later became Holiday Inn trouble shooters. He actually lived in hotels, grew up performing every job, and could not leave his room without bumping into a customer. Over his career, he has worked in every layer of an organization and in several industries (Healthcare, Government, Manufacturing, Agriculture, Hospitality, Scientific Research, Energy, Waste Management and Environmental Restoration, Not-For-Profits, and Construction). He was the developer and manager of the Process Improvement Program at HCA Physician Services for about 800 practices, the Chief Engineer and Quality Manager for PRAGMATICS, INC. (8a), Program Manager for Science Applications International Corporation (SAIC), and was the Mechanical Engineer SME in solar and electric power, explosives, and general engineering for U.S. DOE, Office of Scientific and Technical Information (OSTI).

He is the author of Geronimo Stone, an excellent Visual Artist, and has taught over 20 different courses for Vanderbilt University, Belmont University, Trevecca Nazarene University, The University of Tennessee, The University of Phoenix, and many corporate workshops for the American Management Association, Padgett Thompson, HCA, Nissan, and Others.

He has been a member and an officer for several not-for-profit and professional organizations (IIBA, PMI, IIE, ASME, The Veteran’s Restoration Ministry, Life of Victory’s Faith Based Support Center, etc.) For the U.S. Air Force Auxiliary’s Civil Air Patrol, he is the Professional Development Officer and serves as the Aerospace Education Outreach Officer, on the Emergency Services (Air and Ground Crew), and one of the Communications crew.


May 14, 2015
6:30 pm - 8:00 pm
Event Category:


PMI Nashville


One Maryland Way (Building 3 Cafeteria ; Across Cadillac Dealership in Parallon/HCA Physician Services Bldg.)
Brentwood, TN 37027 United States
+ Google Map
(615) 414-7736

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