Leadership for Great Customer Service: Satisfied Patients, Satisfied Employees (ACHE Management)
Thom A. Mayer, M.D., is president and chief executive officer of BestPractices, Inc., a national resource in physician leadership and management.Dr. Mayer has been the keynote speaker at numerous healthcare leadership conferences and also serves as the medical director of the NFL Players Association.  He is on of America’s foremost experts on healthcare customer service, trauma and emergency care, pediatric emergency care, and medical leadership.  He has published over 60 articles and 60 book chapters and has edited 10 medical textbooks.Robert (Bob) J. Cates, M.D., is a practicing emergency department physician and chairman of the Inova Fairfax Hospital’s department of emergency medicine in Falls Church, Virginia.  Under Dr. Cates’s leadership, the emergency department has won numerous awards and grants, most recently the prestigious Robert Wood Johnson Foundation Urgent Matters Grant.