Anticipating Customers' Unexpressed Wishes and Needs - Gerard van Grinsven

What can health care learn from a hospital president and CEO who spent 25 years working in the luxury hotel industry?

At Quality Forum 2013, 630 people gathered for two days of inspiring improvement. The event featured 63 sessions with over 150 speakers, and covered a wide range of topics related to improving the quality of health care.

Quality Forum 2013 featured four plenary speakers: Jim Easton, Todd Allen, Vincent Lam and Gerard van Grinsven.

To learn more about the Quality Forum, visit: http://qualityforum.ca

Watch more plenary presentations from Quality Forum 2013:
Todd Allen:    • Fixing What Ails Health Care - Todd A...  
Vincent Lam:    • Telling The Story of Quality Patient ...  
Jim Easton:    • Saving Health Care: The Generational ...  

Watch plenary presentations from Quality Forum 2012: http://ow.ly/jI5YZ

Gerard van Grinsven joined Henry Ford Health System in June 2006 to lead the construction and development of the new 192-bed Henry Ford West Bloomfield Hospital, as President and CEO.

His vision for Henry Ford West Bloomfield Hospital, which opened in March 2009, is to take healthcare and healing beyond the boundaries of imagination. In addition to state-of-the-art equipment and the best clinical practices, the hospital features Michigan's first hospital-based, organic greenhouse. Henry Ford West Bloomfield Hospital is home to a wellness center and hair salon, which both serve the community with a wide array of world-class services and all-natural products.

Henry Ford West Bloomfield Hospital represents a revolutionary approach to collaborative care -- combining the expertise of Henry Ford Medical Group physicians, community physicians, specialists, instructors, nurses, health coaches and dietitians, who all work together to address the needs of the whole person. Van Grinsven's talent and tremendous experience prior to joining Henry Ford Health System allowed for this innovative and distinctive vision to be transformed into reality.

He has more than 25 years of global experience in the luxury hospitality industry, having served in operational, corporate and general management positions. Before coming to Henry Ford, he served as vice president and area general manager for The Ritz-Carlton Hotel in Dearborn and as vice president and area general manager of The Ritz-Carlton hotels in Cleveland, St. Louis and Philadelphia. During his career he has opened 20 Ritz-Carlton properties worldwide.