This customized presentation addresses the necessary, but too often overlooked, benefit of professional, focused patient/customer service in gastroenterology practices. It is based on Phillip Van Hooser's popular new book, "Willie's Way: 6 Secrets for Wooing, Wowing and Winning Customers and Their Loyalty" (John Wiley & Sons; September, 2005). During the course of this fast-paced, high energy presentation, Phillip Van Hooser will offer techniques, strategies and common sense tips designed to allow SGNA members to deliver the kind of professional, unforgettable service that patients both desire and deserve. These practical, real world service values are sure to impress, entice, and win new patients with every interaction.

Section Description

We are pleased to present the abstracts from SGNA's 33rd Annual Course, SGNA on a Mission: Exceeding Expectations. The diversity of these topics certainly reflects the richness and breadth of our specialty. In keeping with the tradition of the Annual Course, we hope the following abstracts will encourage discussions for improving nursing practice and patient care outcomes.