Sven Gierlinger

Chief Experience Officer
North Shore LIJ Health System

Sven Gierlinger is an expert in building an emotionally engaging and innovative culture that drives growth and consumer loyalty through customer satisfaction. He has more than 20 years experience in the hospitality and service industry, including 8 years with The Ritz-Carlton Hotel Company.
As Chief Experience Officer for North Shore LIJ Health System, Sven is responsible for building an engaging, innovative and collaborative culture that drives organizational growth and customer loyalty through the customer experience. Prior to this he was Vice President of Hospitality and Service Culture at Henry Ford Health System and also played a critical role in the start-up and success of Henry Ford West Bloomfield Hospital.

Check out the incredible speaker line-up to see who will be joining Sven.

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Patient Experience Culture

Thursday, March 12th, 2015

10:00 Keynote: Building A Culture To Support Patient Experience Across A Large Integrated Health System

North Shore LIJ has grown into one of the largest non-profit, secular healthcare systems in the nation, with over 54,000 employees delivering care in the New York metropolitan area. While the system has received numerous recognitions for patient safety and quality care, it has yet to achieve this level of success in patient satisfaction. Isolated attempts to improve the patient experience over the years have met with limited results. In 2014, North Shore LIJ established the Office of Patient and Customer Experience to develop and deploy an enterprise-wide patient experience strategy. Learn about NSLIJ’s journey to develop a service-centric culture that puts the expressed and unexpressed needs of patients and customers first.

Learn how NSLIJ:
• Created an enterprise-wide experience strategy
• Created behavioral expectation and accountability model centered around the patient & customer experience
• Developed an extensive training initiative for 54,000 employees in partnership with internal L&D team and external partners