Dear Sir, thanks for your inspiring talk at ACEP. I found your poem at the end very touching. I have taken the liberty of converting it into an unlisted YouTube video. I think it can inspire and rekindle the spirit of a lot of physicians. However I'll remove it if you would not have it there. Thanks again.

Listen to: "She Knows You Are Coming."

Dharmesh Shukla

Thank you so much for sharing your presentation! I so look forward to your book.

I worked in Women’s Health in the clinical areas for 20 plus years and I encountered way too few physicians like you. I need to tell you that you are a hero to me – you make a difference in people’s lives. And all because you have the courage to look inside yourself and grow. I believe that is the most admirable quality an individual can possess. And you share it so freely to help others – thank you!

Best regards,
Lynn Skoczelas, RN, MBA
Director, The Sharp Experience & The Sharp University

My team & I can't thank you enough for your outstanding presentation on Friday. It was spot on as to where we're going as an organization. This group has heard us speak of & teach many of the same concepts. However, there's nothing like hearing it from someone who is already living it & breathing it, esp with us in our beginning stages.

Several leaders asked if we could hire you 😉 and our Physician Services Leader spoke to our CEO today about having you speak at a future Med Staff Meeting. So, I think it's safe to say you made a great impression.

Thanks for giving us concrete tools and thought provoking ideas. Thanks for your charm & your wit. Thanks for your sensitivity & flexibility (sorry, sorry).

Have your wife & daughters had the pleasure of seeing you "in action"? If so, they must be so proud. If not, please forward this note to them!

It was our pleasure to have you. We hope to see you again in the future. If you ever need any recommendations (esp. with other HCA facilities) please feel free to send them our way.

Thank you, thank you!

GeGe Beall, FACHE, PHR
Vice President Organizational Development
Henrico Doctors' Hospital

I had a coaching call with Rae Charos, CNE at CHW: St. Joseph Hospital of Stockton today. She mentioned the sustained impact they are experiencing in changed physician behaviors following your presentation to the Medical Executive Board there over 2 months ago. She said with some surprise, that she heard their chief of surgery telling colleagues this week that they needed to get on board, and reviewing some "simple things" that we should all be doing". She said it was as if he was quoting you directly. She also talked about an obstetrician who has "really turned around" in the past two months, so much so that staff are talking about it!

As a speaker, you don't often get the benefit of hearing the impact you have made in the lives of physicians, the staff they work with and the patients the care for. Rest assured you have made a difference in Stockton, California. Thank you for what you do.

Faye Sullivan

I regret this note didn't get out sooner but the year isn't over yet. Your presentation at our LDI (Leadership Development Institute) in October was a home run. Your name is mentioned daily as we move forward with our ED plans. Thanks for being on our team and changing the ED experience across our country.

Debra Landers
Vice President and Chief Marketing Officer
Community Health Systems

We've had an overwhelmingly positive reaction to your presentation with many staff members, physicians, nurses and managers requesting your contact information. I have sent out your PDF with your PowerPoint presentation and your email contact info.

Thank you for such inspiring work. I know you give your lectures all over the country, but what makes you so endearing is that you include the human element along with all the polished work. I loved the comments about the cars you've driven and the razor you use, along with all the great advice on service.

Thanks for inserting us into your busy schedule. We truly valued what you presented and will work to put it into practice!!

On behalf of the entire team at Kaiser, Santa Rosa, our sincere thanks!

Hilary H. Bartels, M.D.
Assistant Chief, Department of Emergency Medicine
Kaiser Hospital

Thank you for the informative and inspirational meeting. I left not only feeling empowered, but enlightened, and armed with a clever set of goals and values - Truly what the doctor ordered. Leadership has always been ac ore professional focus for me and your mentoring in this regard only emphasized that. I hope to be in touch with you again soon, and look forward to sharing my skills with my partners and staff.

Daniel L. Meltzer, MD, MPH, FACEP
Assistant Chief
Emergency Medicine
Southern California Permanente Medical Group

Thanks very much for presenting at our SMG Hospitalist yearly retreat. Improving patient satisfaction was high on our list of goals this coming year and your presentation and guidance is very appreciated to help get us on our way. We found your presentation to be very entertaining and engaging and yet clearly focused on how important patient satisfaction is to physicians and staff. The physicians who participated all told us they were very motivated by your talk and many told me it was the best conference they had attended in years. I feel your presence helped elevate the urgency and importance of this topic to a level where I'm finding it now easy to get physicians to participate in our patient and staff satisfaction initiatives. We feel that with your help we will hit our targets of improving our patient satisfaction scores to the 75% of Press Ganey scoring.

Thank you again.

David Gallagher MD
SMG Hospitalist Program Medical Director

Thank you for your awesome presentations, the time you spent with our leadership sharing your observations and recommendations and for copying the tools for me before you left Friday. I have received great feedback on your visit. Here are a couple of comments:
  • Dr. Kaplan was all you said he would be, and more! I'm looking forward to working further with him as we bring our ED through these rough waters. His fresh and candid look at the department was much needed. (Dr. Coppola, Medical Director ED)

  • I just want to thank you for bringing us Dr. Kaplan. His message was terrific in terms of content, and delivery. He is very credible in as much as he does this work on a regular basis, and he has pulled himself up by the bootstraps. The message was right in line w/ what we are trying to do organizationally, and his ability to make it personal to the docs and to the ED staff was wonderful. Again, thanks very much for bringing this to us, I am confident it will help. (Fran Bonardi, VP Patient Care Services)

I'll stay in touch and contact you as we move forward. Again, thank you!!

Sherry Strammiello
Director, Quality/Risk Management
Lawrence & Memorial Hospital

I did not want to go home tonight until I wrote you a note of thanks for such a great presentation to our colleagues, our Medical Executive Committee and our ED Doctors. They were all really excited about the information that you provided. We have some difficult work to be done but I believe that you gave us some terrific ideas and you told us to have fun. As one person put it "I really wish he ran our ED". I was thinking throughout the discussion that I would love to work on your team and I am not a nurse! It has been a pleasure working with you on your trip here to St. Mary Medical Center. I certainly hope we can continue to work with you as you are a truly motivating, energizing, honest and caring person. Thanks again for a great day at St. Mary! Julie

Julie Cannan-Siegle
Clinical Nutrition Manager
St. Mary Medical Center

I hope that this week finds you busy with meaningful and worthwhile work! I wanted to take the time to thank you for passing along your knowledge and for the caring attitude that you have for the people who work in your hospital. It was truly a moment of inspiration for me, capturing the heart of what we do. Thank you for also making us laugh…too much intensity "sucks the life" out of the work we do and there is so much reality to our every day in healthcare, that a moment of levity is really valued! Thank you for sharing, for inspiring and for doing what you do! Take care and best wishes for continued success. I look forward to seeing you again.

Kind regards,

Terry Humphrey
Organizational Effectiveness

Thank you for the great presentations at our regional conferences. Your work with our customers gave them a multitude of tools to use to further engage their physicians in the culture of patient satisfaction. Our customers raved about the quality of the information you provide and the spirit with which it was given.

Thank you again for your great work. I hope our paths cross again soon.

Melvin F. Hall, Ph.D.
President & CEO
Press Ganey Associates, Inc.

Regarding your presentation to CHE Leadership Conference April 27, 2004 - Jay - I can't say enough about your presentation to our leaders - it was exactly what we needed. You energized folks, called us to personally reflect on our own journeys, and left us with some very important challenges and 'to dos' - all accomplished with a true sense of style, wisdom and understanding. Thank you for spending the morning with us. And thank you for sharing your gift.


Diane S. Denny
Vice President, Quality & Patient Safety
Catholic Health East

Thank you for the talk you gave Monday morning. The thoughts you shared were thought provoking and especially helpful to me at this time as I am struggling to decide which discipline of medicine to choose as a career. I am really grateful.

In the middle of your presentation, you showed a list of nine or ten questions to consider when thinking about personal goals. I think the first of them asked what you would want to be known for now and what two things you would want to add to that list one year from now. Those questions really got me thinking about what I want to remember about myself in this process and throughout my life. Your entire talk inspired me to think about how I can make the world a better place for other people, using the qualities I possess and can further develop. It was a perfect way to begin the year.

Thank you again. I hope you have a safe trip home.


Cora Sterling
4th Year Medical Student
Temple University Medical School

I want to thank you once again for the time you spent with us on March 14th! Our docs really appreciated the time they had with you and in fact just this morning our chief of Cardiology stopped me to talk about the ongoing impact of your talk. I want to be sure you realize the impact that you had here- but also the impact of the work. I know life in the healthcare business is can be crazy, but you have some special gifts and talents to share- and I am thankful that you fit time in your schedule to share your wisdom and mentor others.

Again- thank you so very much- I wish you all the best!

Kristine K.S. White RN, BSN, MBA
Vice President, Patient Affairs
Spectrum Health

I want to thank for the inspirational presentations you made during your two days at The Children's Hospital in Colorado. Your presentations gave our physicians and staff easy-to-implement tools that can be used immediately. You re-energized all of us to become personally accountable for providing service excellence to the children and families that we serve.

We have had a great deal of positive feedback from the 800+ staff members, physicians, and leaders who had the privilege of hearing you speak. Here are just a few examples:
  • "This is the best presentation I've heard during my 23 years in healthcare; it reminded me of why I'm here.""

  • "Dr. Kaplan was superb at delivering a meaningful message that staff and physicians could relate to."

  • "Every staff member needs to hear this message; what are the plans for bringing Dr. Kaplan back?"

Your sense of humor, passion, and, of course, your background as an ED physician, created quite a stir here at The Children's Hospital. You received a perfect "5" on every single survey from all seven of your presentations--amazing!

I can't thank you enough for taking the time to visit us here in Denver. I hope you'll come back soon.


Michele Young, Director
The Children's Hospital

It was our pleasure to have you as keynote speaker at the September 29, 2006 Leadership Retreat in Nashville, IN. Your technical skills coupled with your desire to lead by example as a good communicator, at work, and at home . . . captivate your audience. As Dale Carnegie once wrote, one's success is due 85% to human engineering and 15% technical. You possess both!

I am enclosing feedback from our staff. Of all the past leadership retreats, this one was by far the most accepted and enjoyed by all. Today the Director of Surgical Services asked me if she could have a copy of your 'rounding log' so that she can begin logging her rounds. Change is measurable success.

Blessings to you, your family, and your practice.


Robin Clark
Schneck Medical Center
Seymour, IN

I have heard you speak in person twice-once at Nuts and Bolts in San Antonio and yesterday at Baylor All Saints. I also have seen the recent webinar you and Julie put together. I just wanted to let you know that I appreciate and respect your knowledge and experience and the time and effort you invest in helping health care get better.

I've been in nursing almost 27 years and all but about 2 have been spent in ED. Lately, I've been feeling a little depressed and burned out with all the responsibilities that come with managing a fairly busy ED and nearly 50 staff members. However, every time I hear one of your presentations, I am re-energized and realize why I love emergency care. Should my loved ones or I need emergency services, I would hope that we would be blessed to be treated by a physician who really cares----just like you.

Thank you for sharing your hope with us

Jodi Phillips, RN, CEN
BHCS ED Council Chair
Clinical Manager Emergency Department
Baylor Medical Center at Waxahachie

Thank you for your heartfelt presentation last week at the US Army medical system exec skills course - I personally benefited from your 4 hour presentation, and was inspired by your own passion for change/quality improvement in health care systems

I am an army occ med/prev med doc, who currently commands a small, 71 person "medical element" in Honduras that is engaged in both primary care for a 600 person active duty population, as well as public health outreach/humanitarian assistance in Honduras and Central America - I was in the course as preparation for my next job, in July, as the deputy chief of clinical services at the army hospital at Fort Polk, Baynes-Jones Army Community Hospital - after training in prev med in the 80's on an army scholarship, I got out of the army in 91, did occ med in a hospital based clinic for 3 years, then migrated to a group medical practice, Col Springs Health Partners in 94, became a partner, and both worked in and directed the group's occ med/urgent care clinic for 6 years, until it ran into financial problems - leading to a mid-life crisis and a return to the army medical system in 2002 - which led to going to Afghanistan for 8 months 12/02-8/03 - a life changing experience - which leads to my own appreciation for the role you are playing, in essence, challenging us United States docs to open up our heart chakras and reconnect to the spirit of healing in our daily work in a health care system under epochal stress/transformation - I was excited to see that the same system for patient satisfaction that the Army is using is the one that I learned from Kaiser-Permanente in the late 90's when I was working with a network of KP in Col Springs, CO - again, thanks for coming into our world of US Army medicine and helping us do a better job in taking care of the soldiers who are suffering as part of our country's recurrent engagement in armed conflict.


Bob Pero
LTC(P) Robert T. Pero
Commander, JTFB-MEDEL

Thank you for an astonishingly informative presentation to our Medical Staff, and to our Nursing Directors, on May 8. You presented practical ideas that will improve the work environment and that will improve patient care.

We have never before received comments that the speaker was "astonishing" but we did on your program. Also, of note, was that the migration of physicians out of the auditorium during the lunch period did not occur with your talk, they stayed for the program.

I appreciate your pointing our the difference between wanting to be "satisfactory" compared to "outstanding."

Again, thank you for an enthusiastic and eye-opening program on how we all need to work together and how we can do it more effectively.


Lynda Kane, CPMSM, Interim Coordinator
Continuing Medical Education
Pomona Valley Hospital and Medical Center

Dave Pietsch and I would like to extend our thanks for joining us as the keynote speaking at our HPH board retread held on April 21-22, 2007 at the JW Marriot Ihilani Hotel. We are very please with the feedback we are receiving and the benefits gained from the retreat.

Your dynamic and entertaining presentations on "Getting Better Faster Than the Other Guy, How to Astonish Your Patients, Staff, and Medical Staff, and think Bowling - How to get from Where You are to Where you Want to Be" motivated and inspired board members as well as our leadership team and other guests.

I am pleased to share with you some of the comments we received about your presentations:
  • Very informative, inspirational, humorous - tactics we can put immediately to work
  • Excellent presentation of concepts; addressed multiple perspectives.
  • Dr. Kaplan is an excellent engaging motivator. Useful information.
  • Great way to get focused on goals and accountability.
  • Dr. Kaplan was just "super". His presentation was so valuable and can make a huge difference in organizational performance.
  • Truly an inspirational speaker.

Thank you very much for your contribution to the success of the HPH Board Retreat.

Charles A. Sted
President and CEO

Thank you so much for a wonderful session last Friday to Covenant Health's physician and administrative leadership. Without exception, the survey results were extremely positive and I know our group felt the time was very productive, offering all of us information to make us better, whether or not our role takes us to the patient's bedside.

You challenged us. You motivated us. You encouraged us. You "wowed" us. You made us laugh until our stomachs hurt. But, most of all, you inspired us. I'll always remember the story about your dad's tie clip. My dad passed away suddenly about ten years ago of a heart attack at the age of 65 years. He was a laborer who worked very hard to provide for us and I still have his work boots, crusted mud and all, in a special place in my closet. I treasure them because they represent for me the essence of my father. He walked the walk, I'll tell you that. I could tell the way you spoke about your father than you truly honored him.

I appreciate so much the opportunity to have met you and learned from you. As I told you during our conversation at the end of your program, if my family or I ever need emergency care, I hope my physician is someone like you.

Please know that if any of us at Covenant Health can ever be of service or assistance to you, we would be privileged to do so.

Debby Saraceni
Vice President
Covenant Health

Dr. Jay Kaplan has been a consultant for Avera Sacred Heart Hospital from 2004 to 2006. He was retained to present service excellence education to the physicians and staff. He was subsequently asked to help hospital administration improve the hospital work environment for physicians and staff. Dr. Kaplan was onsite at ASHH in December 2004, to interview members of the Medial Staff and Hospital Board members, and to develop an initial assessment, findings, and recommendations to further enhance service excellence and to create a positive work environment for physicians and staff. He was well received by physicians and hospital administration. As a result of Dr. Kaplan's efforts, a Physician Satisfaction Action Plan was developed and implemented in February, 2005.

A Physician Satisfaction Pulse Survey was done of the medical staff in December, 2005 74% of the physicians indicated their satisfaction with the hospital work environment had improved in the past year.

IN January, 2006, Dr. Kaplan followed up with a progress report and presentations made to Medical Staff. As a practicing physician, Dr. Kaplan commanded the respect of the medical staff. His presentations were on target, personalized to the ASHH audience, and relevant to the interests and concern of our medical staff. He also gave a motivational and insightful presentation to ASHH's department mangagers as to how and why they could improve physician and staff excellence.

I highly recommend Dr. Kaplan as an expert, outstanding presenter, and consultant on service excellence and physician hospital relationships.

Pamela J. Rezac, Ed.D., FACHE
President / CEO
Avera Sacred Heart Hospital