Susan Gilster and Associates  

Organizational Change

Susan Gilster and Associates (SGA) consultancy assists executive leadership teams in transforming their healthcare business through innovative practices in management, morale and patient/resident care.

Transferring leadership skills and best practices that have made the Alois Alzheimer Center a shining standard, SGA teaches methods that can save facilities, physicians and healthcare organizations millions of dollars; improve dementia care; reduce employee turnover; increase loyalty and dedication to patient care; strengthen relationships with and increase the satisfaction of families.

SGA’s proven care leadership principles are woven together in the proprietary healthcare practice model known as S.E.R.V.I.C.E.™

S.E.R.V.I.C.E.™ is based on many years of research and the hands-on experience of the SGA team.  S.E.R.V.I.C.E.™ is centered on the critical principles of Service, Education, Respect, Vision, Inclusion, Communication and Enrichment.

“Quality of leadership yields success or failure in any business,” Dr. Gilster says.  ‘Companies have succeeded or toppled in the hands of a single leader.  While the impact of a lack of leadership for major businesses is often seen on the nightly news, the quiet cost and breakdown in care is all too often overlooked or not addressed at all.  A lack of effective leadership will lead to the demise of the facility; along the way, it wields a strongly negative impact on the people who live and work in these communities.”


Accompanying the S.E.R.V.I.C.E.™ program is Dr. Gilster’s book “Changing Culture, Changing Care: S.E.R.V.I.C.E. First,” which teaches leadership teams how to create a positive culture that results in dramatically improved employee morale and retention, patient satisfaction and revenue.

Changing Culture, Changing Care - S.E.R.V.I.C.E. First - Leadership in the Health Care Business


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The secrets to transforming operations at your organization are within the pages of this easy-to-read guide.  Using real-life anecdotes and a warm style, Dr. Gilster will walk you through the step-by-step process of the S.E.R.V.I.C.E.™ First model.  Its principles are simple and yet highly innovative, because they represent a complete departure from traditional practices.  Effectively implementing S.E.R.V.I.C.E.™ (Service, Education, Respect, Vision, Inclusion, Communication, Enrichment) with your leadership team will create a positive culture that results in dramatically improved employee morale and retention, patient satisfaction, and revenues.

To read an excerpt from Changing Culture, Changing Care, click here.