Influencing Patient Perception: Delivering a WOW Experience

When:  Jul 10, 2018 from 4:00 PM to 5:00 PM (ET)

Based on the importance of reimbursements being tied to patient satisfaction, healthcare facilities must consider the patient experience as a large quotient of success. It’s important to remember that patients are also consumers, especially when it comes to their healthcare foodservice experience.

Join us for a webinar that will give you ideas for a great patient experience. What are the core factors that will create this experience? What are best practices for interacting with patients? How do you compensate for and overcome dietary restrictions?

 Topics will include:

  • How to make patients comfortable in their “fish out of water” environment
  • Open system dining model
  • The rising expectations of senior diners

Our Speakers:

Dennis Snow:

Dennis Snow’s customer service abilities were honed over 20 years with the Walt Disney World Company. There, he developed his passion for service excellence and the experience he brings to the worldwide speaking and consulting he does today.

He began his Disney career in 1979 as a front-line attractions operator. As he advanced through the company, Dennis managed various operating areas throughout the park, learning and applying the skills it takes to run a world-class, service-driven organization.

Dennis launched a division of the Disney Institute responsible for consulting with some of the world’s largest companies including ExxonMobil, AT&T, and Coca Cola. During this time, he presented to audiences in diverse locations around the world, such as South Africa, Australia, Mexico, England and Argentina. This division quickly became the fastest growing venture of the Disney Institute and experienced repeat business of nearly 100%.

He also spent several years with the Disney University, teaching corporate philosophy and business practices to cast members and the leadership team. While there, he coordinated the Disney Traditions program which is universally recognized as a benchmark in corporate training. In his last year with Walt Disney World, Dennis’ leadership performance was ranked in the top 3% of the company’s leadership team.

Today, Dennis is a full-time speaker, trainer and consultant who helps organizations achieve goals related to customer service, employee development and leadership. Some of his clients include American Express, Johns Hopkins Medicine, and Verizon Wireless.

His articles appear in a number of industry publications and he is a featured customer service expert on several business news-talk radio shows. He is the author of two books, Unleashing Excellence: The Complete Guide to Ultimate Customer Service, and “Lessons From the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life.”

Jim Howland, CDM, CFPP:

Jim is a food and beverage director and executive chef with over twenty years of experience. He has an exciting portfolio of cross-industry expertise spanning hotels, restaurants, independent living, assisted memory care, hospitals, and was the owner and operator of his own catering company. Currently Jim is the Dining Services Director at Watermark Retirement Communities. Jim has a real passion for food and the skill to deliver outstanding culinary standards.

Stephanie Dobak, MS, RD, LDN, CNSC:

Stephanie is a clinical dietitian at Thomas Jefferson University Hospital in Philadelphia where she practices in the neuro-intensive care, rehabilitation and medical/surgical units. She received her BS in Nutrition and Food Science from Auburn University, completed her dietetic internship at the Medical University of South Carolina, and achieved her MS in Biomedical Sciences from Thomas Jefferson University. She has held positions on the boards of multiple local dietetic associations, and is an avid volunteer with ASPEN, the Academy of Nutrition and Dietetics, and the Dietitians in Nutrition Support DPG. Stephanie has worked closely with the clinical interdisciplinary and food service teams to enhance patient satisfaction scores and meal consumption within hospitals.


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