Overview 2018

1. Since 1999, our Mission has been
to create vision, purpose and passion for service culture excellence
in creating excellent experiences for all patients, families,
physicians and team members.
Creating Service Culture Excellence for
Healthcare Organizations since 1999

2. © 2006 Copyright Chris Thrash and Associates. All rights reserved.2
Our Values
We value healthcare organizations as
individual organizations that deserve a
personal approach to building a successful
service culture that fosters a dynamic patient
experience.
We value leaders as strategic visionaries,
talented coaches, and effective role models
within their organizations.
We value hospital staff as “Everyday Heroes”
who truly make Ordinary Moments simply
Extraordinary in the lives they touch.

3. © 2006 Copyright Chris Thrash and Associates. All rights reserved.3
Our Promise to Clients
We will always . . .
• Share the truth and build a relationship on that truth.
• Openly share opportunities for improvement and recognize
excellence when we encounter it.
• Stay outwardly focused on others and be committed to their success.

4. 4
Our Blueprint for Creating Service Culture Excellence

5. © 2010 Copyright Chris Thrash and Associates. All rights reserved.
Our Consulting and Training Services
 NEEDS ASSESSMENTS
 Service Culture Assessment
 Secret Shopper Assessment
 Identify opportunities to improve
outcomes in patient surveys,
HCAHPS, CAHPS scores, etc.
 PLANNING
 Establishing a Brand for the
Service Initiative, Create Service
Standards & Behavioral
Expectations, Communication
Models, Rounding
 TRAINING & SERVICE
INITIATIVE ROLLOUT
 Leadership/Management Training –
“At the HEART of Effective
Leadership”
 Frontline Staff Training
 CME Training for Physicians
 DEVELOPMENT OF STRATEGIC PLAN
 Strategic Planning Workshop
 Ongoing Consulting and Follow-Up Services
 CUSTOMIZED VIDEO PRODUCTION
 Values, Culture, Service Standards
 Creative Approach to Secure Staff Buy-in
 JOURNEY TO EXCELLENCE
 Nutritional Services Focused Initiatives to
improve the patient experience, enhance
customer encounters in the hospital café, and
improve overall functionality
 Environmental Services Focused Initiatives to
positively impact HCAHPS outcomes

6. © 2006
Copyright
Chris
Thrash and
Associates.
All rights
reserved.
 Dramatically improved patient experience and employee engagement
 Better positioning in a competitive market to dramatically increase
the financial bottom line and increase reimbursements
 Motivated staff who step up and take ownership of the service
experience
 Reduced staff turnover due to higher levels of
job satisfaction and improved morale
 Revitalized staff at all levels who feel valued and
recognized for their contributions
The Rewards of Service Culture Excellence

7. Clients & References
Chris Thrash and Associates has been honored with the opportunity to work with hundreds of hospitals since 1999. With thirty (30) years
of healthcare experience, Chris is a proven expert in creating a culture of service excellence that drives the best patient experience,
employee engagement and physician loyalty.
Peggy J. Creany
Administrative Director, Patient and Guest Experience
Penn State Hershey Medical Center / Children’s Hospital
Hershey, PA
717 531 4638 wk
pcreany@hmc.psu.edu
Partial List of Our Partner Clients:
Service Excellence References:
3/21/2018 7
Amanda Smith, Dir Patient and Family Relations
Wake Forest University Baptist Health
Medical Center Boulevard
Winston-Salem, N.C. 27157
336.716.2011 wk
fsmith@mhccwyo.org
Jarrod McNaughton
President, Kettering Medical Center and
Executive VP, Kettering Health Network
3535 Southern Blvd., Kettering, OH 45429
Phone: (937)-395-8165
Fax: (937)-522-8084
Jarrod.McNaughton@khnetwork.org
Felicia Smith, Director of Nutritional Services
Memorial Hospital of Converse County
Douglas, Wyoming
307.358.9216 wk
fsmith@mhccwyo.org

8. About Chris Thrash
Chris Thrash, MHA, MBA
If you ask hospitals why they have enjoyed working with Chris Thrash, they will tell you
because of his thirty years of healthcare experience and knowledge of the patient
experience. If you ask staff members who have experienced his training, they will tell
you because of the fun, energy and passion he brings to each and every presentation.
Chris holds his Master’s degree in Healthcare Administration from Southern California
University (SCUPS) and is author of the books, Everyday Heroes, At the Heart of
Effective Leadership, Service Culture Handbook, and Leadership: Helping Others to
Succeed.
Chris is an award winning consultant, motivational speaker and producer of training
videos used by hospitals both nationally and internationally. His work has been
recognized by the WorldFest International Film Festival. With thirty (30) years of
healthcare experience, he has partnered with hospitals, children’s hospitals, physician
groups, emergency departments, and ambulatory centers across the nation in
transforming their organizations from Good to Great.
He has partnered with hundreds of hospitals over the past eighteen (18) years, and
has shared his expertise with a range of world renown organizations to small
community hospitals. Chris lives in Dallas, Texas, with his two sons, Taylor and
Cameron, and appreciates the friends he has made in so many healthcare
organizations across the U.S.
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For more information about our services :
Chris Thrash and Associates
Dallas, Texas
Tel: (469) 901-9000
Visit our website at: www.christhrash.com
Email: chris@christhrash.com
Books Authored by Chris Thrash