Jake Poore

Jake Poore firmly believes that exceptional patient experiences start with exceptional caregiver experiences. “”Patient experience is an inside job,”” Jake says. “”How caregivers treat each other will mirror how they treat the patient.”” This philosophy drives his mission to transform healthcare by elevating its human side. Unlike traditional consultants, Jake immerses himself in the realities of healthcare, collaborating with clinical and non-clinical teams to ensure that the care team’s experience lays the foundation for sustainable world-class patient experiences.

Jake brings a deep understanding of creating and sustaining service cultures. With nearly two decades at Walt Disney World in Florida, Jake helped recruit, train, and align 65,000 employees to deliver personalized, memorable experiences. He was instrumental in launching the Disney Institute, Disney’s external training arm, in 1996. It was there that Jake discovered his passion for healthcare, as 80% of the attendees were healthcare professionals seeking to bring the art and science of Disney’s “magic” to their organizations.

Inspired by this experience, Jake launched Integrated Loyalty Systems in 2001, to revolutionize healthcare by putting caregivers at the heart of cultural transformation. ILS specializes in helping organizations build patient-centric cultures by first designing blueprints that prioritize caregiver well-being and engagement. Jake and his team focus on defining patient experience strategies, mapping ideal caregiver and patient journeys, and operationalizing cultural transformations that endure.

ILS has partnered with leading healthcare organizations, including Neom Health & Wellbing, Mayo Clinic, Intermountain Health, Kaiser Permanente, Dignity Health – CommonSpirit, University of PA-Penn Medicine, Ochsner Health System, National Rehabilitation Hospital, and BJC Healthcare, to build cultures where caregivers thrive—and, in turn, patients benefit.

Jake has also served as faculty for the American College for Healthcare Executives (ACHE) since 2009, teaching a two-day course on building world-class cultures that foster both exceptional patient and caregiver experiences. In recognition of his work, Jake received the prestigious Ozmun Award in Administrative Excellence from the Mayo Clinic in 2018.

His popular book, “99 Lessons Learned from Disney to Improve the Patient Experience,” and its companion workbook provide actionable strategies for integrating Disney’s principles into healthcare, always with a focus on empowering caregivers to excel.