William Johnson
CRA, FAHRA, MBA
IL, USWilliam "Bill" Johnson has worked in the healthcare industry since 1978. Since 1993 Bill has served as an Administrative Director of Diagnostic Services and, most recently, System Director of Patient Experience. For more than 20 years Bill has been administratively responsible for healthcare services known for delivering exceptional clinical care and extraordinary patient experience.
Bill's recent book, Service Delivery vs. Service Excellence: Opposing Forces during the Patient Encounter and how to Overcome Them explores the opposing forces at work during the patient healthcare journey and the measures that can be taken to create caring cultures that result in highly satisfied patients.
Bill is available for coaching, training, and Key Note speaking on the patient experience.
William "Bill" Johnson has worked in the healthcare industry since 1978. Since 1993 Bill has served as an Administrative Director of Diagnostic Services and, most recently, System Director of Patient Experience. For more than 20 years Bill has been administratively responsible for healthcare services known for delivering exceptional clinical care and extraordinary patient experience.
Bill's recent book, Service Delivery vs. Service Excellence: Opposing Forces during the Patient Encounter and how to Overcome Them explores the opposing forces at work during the patient healthcare journey and the measures that can be taken to create caring cultures that result in highly satisfied patients.
Bill is available for coaching, training, and Key Note speaking on the patient experience.
Service Delivery vs. Service Excellence
In the typical healthcare setting, the operation logistics of service delivery are left-brain oriented--calculated, analytical, purposeful, and often orchestrated by policies, procedures, and processes that ensure predictable outcomes in quality and safety. Patients, however, assess teh care they received from a right-brain perspective--intuitive, emotional, and impulsive. Service Delivery vs. Service Excellence explores the opposing forces at work during the patient encounter and steps...
