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EMS One-Stop With Rob Lawrence

How reputations are built and can implode

Branding, hiring and creating an immersive experience: Lessons from Disney with Matt Zavadsky

July 20, 2022 09:47 AM • 
Rob Lawrence
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This episode of EMS One-Stop With Rob Lawrence is brought to you by Lexipol, the experts in policy, training, wellness support and grants assistance for first responders and government leaders. To learn more, visit lexipol.com.

In this edition of EMS One-Stop, Host Rob Lawrence welcomes Matt Zavadsky, MS-HSA, EMT, chief strategic integration officer of MedStar Ft Worth.

Matt describes how Walt Disney World’s culture and approach to the guest experience contain important lessons for EMS agencies, our leaders and our providers. The conversation covers:

  • The importance of branding
  • How reputations are built and can implode
  • The importance of “cast member” selection for your agency
  • How paying attention to the 1,000 little things create a magical immersive experience for your employees and patients

EMS1 is the premier media partner at the Pinnacle EMS conference and Rob and Matt also highlight the pre-conference session, “Hot topics in high-performance/high-value EMS,” as well as the AIMHI webinar, “How much funding do you need?,” which will be featured in a future episode.

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Read more:

9 lessons for EMS from the house of the mouse

Apply these hiring, management and operational strategies from Walt Disney World to improve the EMS experience for patients and providers

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Rob Lawrence
Rob Lawrence

Rob Lawrence has been a leader in civilian and military EMS for over a quarter of a century. He is currently the director of strategic implementation for PRO EMS and its educational arm, Prodigy EMS, in Cambridge, Massachusetts, and part-time executive director of the California Ambulance Association.

He previously served as the chief operating officer of the Richmond Ambulance Authority (Virginia), which won both state and national EMS Agency of the Year awards during his 10-year tenure. Additionally, he served as COO for Paramedics Plus in Alameda County, California.

Prior to emigrating to the U.S. in 2008, Rob served as the COO for the East of England Ambulance Service in Suffolk County, England, and as the executive director of operations and service development for the East Anglian Ambulance NHS Trust. Rob is a former Army officer and graduate of the UK’s Royal Military Academy Sandhurst and served worldwide in a 20-year military career encompassing many prehospital and evacuation leadership roles.

Rob is a board member of the Academy of International Mobile Healthcare Integration (AIMHI) as well as chair of the American Ambulance Association’s State Association Forum. He writes and podcasts for EMS1 and is a member of the EMS1 Editorial Advisory Board. Connect with him on Twitter.