Tom Gormley

Background

About Tom Gormley

Coach, advisor, and leader of transformational change (culture, strategy, patient care, and management system) in small hospitals to large multi-facility healthcare systems. Use lean principles and methods to engage and develop leaders and facilitate teams through process re-design for improving patient care, population health management, and clinical integration. Service strategy, innovation, and management Professional, integrating Lean Healthcare principles and customer experience solutions to improve the Patient Experience and hospital performance. Lean black belt experienced in lean methods, hoshin planning, strategy development and deployment, training, and implementation including value stream mapping, A3 problem solving, root cause analysis, and general application of lean principles and tools. Prior life as CRM and customer experience strategist helping companies succeed with CRM strategy and technology, particularly in customer service operations, by sharing best practices developed through consulting and research. Particularly interested in innovating to overcome the organizational, political, process, and other people obstacles that hobble many organizations' efforts to build value through improved patient or customer experience. I'm interested in connecting with lean and patient experience practitioners to share best practices especially at the intersection of these as well as population health management and accountable care (ACO). Specialties: Lean Healthcare methods, process improvement, transformation, clinical integration, population health management, combined with patient / customer feedback management (HCAHPS, Press Ganey). Making patient feedback actionable. CRM vision and strategy; Customer service solutions and best practices; Customer data management and insight strategy