Sullivan Luallin

The first name in patient satisfaction!


Our nationally recognized speakers are available for keynote presentations and workshops. As Customer Service experts, we cover a wide range of topics including:

  • Six Steps to Star Studded Service: It's Easier Than You Think
  • Eliminating Wait Times; Getting Physicians to Run on Time
  • Monitoring Patient Satisfaction for Management Action
  • Turn Them Down Without Turning Them Off: How to Say “No” to Demanding Patients
  • 25+ Ways to Build Your Practice on a Shoestring Budget
  • Building the Team that Builds the Practice: Involving Your Physicians and Staff
  • Dealing with Difficult Patients
  • Shadow Coaching for Low-Scoring Physicians

For information about securing one of our top-rated speakers for your conference or event, please call us at 619.283.8988.


Return to top



Please join us at one of our upcoming conferences/speaking engagements:


American Medical Group Association (AMGA)

Annual conference (exhibiting)

San Diego, CA,  March 7th-10th, 2012


California Association of Physician Groups (CAPG)

Annual meeting (exhibiting)

Palm Desert CA, May 17th-20th, 2012


American Association of Orthopedic Executives (AAOE)

Annual conference (speaking)

New Orleans, LA May 20th-22nd, 2012



Please check back for more conferences and speaking engagements!


Return to top



We invite you to subscribe to our quarterly newsletter, which includes tips and techniques you can use to improve the patient experience and maximize insider satisfaction, best practices for building and maintaining a culture of service in your organization, client success stories, and the latest news from SullivanLuallin.

Click here to view the current issue.

Archived issues

BENCHMARK Newsletter- March 2012

BENCHMARK Newsletter- January 2012

BENCHMARK Newsletter- November 2011

BENCHMARK Newsletter- July 2011

BENCHMARK Newsletter - April 2011

BENCHMARK Newsletter - January 2011

BENCHMARK Newsletter - October 2010

BENCHMARK Newsletter - July 2010

BENCHMARK Newsletter - April 2010

BENCHMARK Newsletter - January 2010

BENCHMARK Newsletter - October 2009

BENCHMARK Newsletter - July 2009

BENCHMARK Newsletter - April 2009

BENCHMARK Newsletter - January 2009

BENCHMARK Newsletter - October 2008


Return to top


News, Articles and Publications

Get time on your side: expert tips to eliminate waiting
(Stacey Butterfield - ACP Internist, January 2010)

Seven Service Essentials: Distinguish your group from back-of-the-pack practices
(MGMA's Buyer's Guide, 2010)

From Good to Great: Increase Your Patient Satisfaction Survey Scores in a Single Survey Cycle
(MGMA's Performance and Practices of Successful Medical Groups, 2009)

MGMA Selects SullivanLuallin as its Preferred Vendor for Customer Service Consulting
(Tuesday, October 6, 2009)

What "mystery patients" can do for you
(Morgan Lewis Jr. - Medical Economics, May 22, 2009)

Are Mystery Patients in Your Future? The Bright Medical Associates Story
(CAPG Health, Winter 2008)

No More ‘Oh, By The Way…’: Mastering the Patient Interview
(Shelly K. Schwartz - Physicians Practice, January 2007)

Can't Give No Satisfaction: What should you do when patients give you a failing grade?
(Joan Szabo, BA - Physicians Practice, May 2006)

Patient Surveys: An absolute must for a healthy oncology practice
(Bay Area Oncology News, Fall 2005)

Front Desk on the Front Line: Helping Your Staff Deal with Difficult Patients
(Karen Childress - Humana's Your Practice, Third Quarter 2005)

The shadow coach: High-touch help for low-scoring providers
(MGMA Connexion - May/June 2005)

Six Steps to Customer Satisfaction - From Patient Survey to Action Plan
(MGMA's Performance and Practices of Successful Medical Groups, 2004)

Patients Incognito: 'Mystery patient' surveys uncover customer service flaws
(Bonnie Darves - Physicians Practice, September/October 2001)


Available for order
through MGMA!

By Kevin W. Sullivan
Meryl D. Luallin

A practical six-step process that includes real-life accounts on how to increase patient satisfaction, improve patient care, boost word-of-mouth referrals and perk up your bottom line.

For ordering information, click here or call
(877) ASK-MGMA (Item #6635).


Return to top