Brian Lee

Brian Lee

Calgary, Alberta
Certified Speaking Professional, Healthcare's Engagment Expert and Best Selling Author
Brian Lee is a Certified Speaking Professional, HoF, Best Selling Author and One of North America’s Leading Healthcare Patient Satisfaction & Staff engagement Experts. For two consecutive years, the International Customer Service Association Conference has evaluated him as the number one rated Customer Service Speaker in the World. Brian Lee is a true pioneer in authoring a process designed to achieve measurable and sustainable goals and objectives for improvement.
  • Communications
  • Employee Management
  • Health & Wellness
  • Leadership
  • Peak Performance
  • Personal Growth
  • Resilience & Adversity
  • All Staff Meeting
  • Awareness Days
  • Community Engagement Events
  • Conferences & Summits
  • Consultant & Coach
  • Corporate Audience
  • First Responders
  • Health and Safety


Brian Lee is a certified professional speaker and one of North America’s leading experts in the field of Healthcare Patient Satisfaction and Staff Engagement Experts.

As a culture change authority, Brian Lee leads a team of world-class Speakers/Implementation Specialists, who facilitate their clients’ efforts to enhance the patient experience, inspire staff engagement and retention, and increase physician satisfaction.

For two consecutive years, the International Customer Service Association Conference has evaluated Brian Lee as the number one rated Customer Service Speaker in the World.

Brian Lee has been awarded the designation CSP, Certified Speaking Professional, by the National Speakers Association. Of the tens of thousands of Speakers in North America, few have been recognized as CSP.

Brian Lee is the founder of Custom Learning Systems (CLS) and the HealthCare Service Excellence Institute. With Headquarters in Calgary, Canada, CLS has been in business for 31 years, with the past 14 years devoted exclusively to Hospitals and Healthcare Organizations. Many CLS clients have earned regional and national awards for world-class customer and employee loyalty achievements.

Brian Lee is the author of 6 books including “Essential Strategies to Become the Healthcare Employer of Choice” and “Keep Your Nurses & Healthcare Professionals for Life: The four imperatives of how to inspire, retain, motivate and empower patient-focused nurses (and everybody else!).”

He travels 150,000 miles per year, and has spoken in every state and province in North America and in 12 countries worldwide.




Dune & Friends

Dune Nguyen

Brian Lee

Brian Lee Topic Presentations

resilience, retention and self-care for leaders

  • Virtual PresentationKeynote PresentationWorkshop SessionHalf Day TrainingFull Day Training
  • Refreshing the workplace through agility, empathy and creativity


    • Provide nurturing, empathetic support to leaders and employees suffering from the multiple negative side effects of COVID-19 fatigue.
    • Provide practical mental and emotional first aid as a powerful tool for kindness and retention.
    • Enhance your understanding of the suffering of others through empathetic, active listening.
    • Clarify the priority issue that “keeps you awake at night” and know how to deal with it.
    • Gain enhanced self-mastery through the eight facets of resilience.
    • Bring joy to your work environment by enhancing the quality of positive communication.

reignite the patient experience

  • Virtual PresentationKeynote PresentationWorkshop SessionHalf Day TrainingFull Day Training
  • Re-energize your entire team’s commitment to becoming a 5 Star Hospital of Choice.


    • Gain buy-in from everyone who is not at the bedside as caregiver and then actively engages them in improving their patient experience.
    • Achieve a dynamic, positive shift in frontline morale and attitude.
    • Re-engineer your internal communication process to fully engage and empower everyone at every level.
    • Enhance, engage, and empower everyone to embrace the 7 License to Please empowerment tools as a consistent part of their daily practice.
    • Take advantage of the concept of Atomic Habits to focus on the little things that are big things for patients.
    • Implement the imperatives of 5 Star patient experience.
    • Enhance personal job satisfaction.

secrets of the staffing fix

  • Virtual PresentationKeynote PresentationWorkshop SessionHalf Day TrainingFull Day Training
  • Stop the bleeding, find and retain quality staff.


    • C-Suite, Executives, Senior Leadership, Managers, Supervisors, or Team Leaders at any level who are serious about fixing their staffing turnover problem and getting and keeping quality talent.
    • HR Professionals, Recruiters, and Educators who are actively engaged in staff recruitment and retention.


    • Reduce perpetual costly turnover.
    • Stop pressuring staff for overtime.
    • Eliminate excessive agency costs.
    • Reduce vacancies.
    • Avoid excessive sign-on bonuses.


    • Enhance engagement and retention by focusing on the License to please empowerment tools.

how to lead in the new normal

  • Virtual PresentationKeynote PresentationWorkshop SessionHalf Day TrainingFull Day Training
  • Tools for agile leaders to proactively improve employee engagement and the patient experience.


    • Facilitate continuous change by mastering a system to gain buy-in from your people for anything.
    • Inspire caregivers with empathy and provide emotional first aid to cope with COVID-19 fatigue and improve self-care.
    • Improve morale through creative recognition and appreciation of best practices.
    • Enhance retention by conducting inspiring team meetings that your staff will love to attend.
    • Equip your leaders with leading-edge skills and the best practices to proactively engage the frontline in this new era of continuous change.

driving a renewed culture of engagement

  • Virtual PresentationKeynote PresentationWorkshop SessionHalf Day TrainingFull Day Training
  • Revive, refocus, and reignite.


    • Implement the three imperatives to reignite your people and create a patient-driven culture.
    • Use the Mother Test to recruit the best of the best.
    • Cope with and avoid moral injury to help protect your caregivers from emotional trauma.
    • Revive and refresh your own attitude towards patient care.
    • Respond to the “great resignation” phenomenon and keep the good people you’ve already got.
    • Provide emotional first aid to caregivers to prevent unnecessary job loss.
    • Be inspired by a profound message of hope.

gain a buy-in from everyone for anything

  • Virtual PresentationKeynote PresentationWorkshop SessionHalf Day TrainingFull Day Training
  • Discover the 7 steps to employee engagement, education, empowerment and ownership.


    • Organize a brainstorming session your staff will want to attend.
    • Launch your caregiver meetings on a positive upbeat note every time.
    • Conduct a creative changes briefing that will capture participant interest and attention.
    • Employ the buddy system used by expert trainers to achieve instant participation and engagement from everyone.
    • Overcome every potential objection by facilitating an engaging team building session.
    • Develop a step-by-step rapid cycle implementation plan that is crafted by attendees.

reimagining healthcare engagement

  • Virtual PresentationKeynote PresentationWorkshop SessionHalf Day TrainingFull Day Training
  • How to recapture caregiver energy, ownership and buy-in.


    • Leverage the power of the three new leadership must-haves, resilience, agility, and kindness.
    • Avoid letting the things you can’t control stop you from doing the things that you can control.
    • Employ storytelling as a powerful way to inspire your people to go the extra mile.
    • Make empathy and kindness your default primary communication style to help your caregivers heal and survive.
    • Fully utilize the Operation Uplift Team Charter and Resource Guides to appreciate, nurture, and support frontline caregivers.


    • Operation Uplift Team Charter and Resource Guides.

how hospitals can win back every single patient

  • Virtual PresentationKeynote PresentationWorkshop SessionHalf Day TrainingFull Day Training
  • The 3 competencies to regain lost patient volumes and grow.


    • Reignite caregiver engagement and unleash their influence in the community, starting with family and friends.
    • Educate everyone to use Sentence Starters to create patient comfort and alleviate concerns.
    • Master the critical new skill of Reputation Recovery and how all caregivers can win back reluctant customers one at a time.
    • Educate managers to lead in the new normal.
    • Initiate a win-back advertising and social media campaign with the theme: We Have a Safe 5-Star Health Care Experienc.e Waiting for You.
    • Launch your own patient video testimonial project where patients agree to record a short smartphone video: Why I Came Back.
    • Create a 3-minute social media video: Reasons Why We are The Safest Place in Town.
    • Bring back every single patient and more.

customized keynote

  • Virtual PresentationKeynote PresentationWorkshop SessionHalf Day TrainingFull Day Training
  • Brian Lee will go to extraordinary lengths to customize and personally tailor his presentation to meet your strategic meeting goals and make the message relevant to your audience.

ignite the best - empower the rest

  • Virtual PresentationKeynote PresentationWorkshop SessionHalf Day TrainingFull Day Training

    • Empower and create continuous supportive teamwork
    • Model personal resilience
    • Ensure frequent, two-way, authentic communication at every level
    • Avoid burn-out by treating every employee as if he/she were the only employee
    • Transform staff morale and foster an appreciation and recognition culture
    • Be re-inspired to fully realize your own potential in service to others

the magic of engagement™

  • Virtual PresentationKeynote PresentationWorkshop SessionHalf Day TrainingFull Day Training
  • Achieve a Breakthrough in employee engagement at every level in your organization.

    Accountability, with engagement, equals profitability. When everyone gets that ‘they are the customer experience’ no matter what their function or degree of contact with the client, they will connect at an accelerated level that will differentiate your company from your competition. Learn the strength of the five levels of engagement by everyone in your organization and how to improve them.


    • Avoid the 2 fatal mistakes most organizations make in getting staff to embrace new ideas.
    • Implement the single most important best practice to both improve the client and customer experience.
    • Discover the 12 biggest barriers to frontline engagement, and learn how to overcome them.
    • Learn the five levels of engagement, where everyone stacks up in loyalty to their company and coworkers, and how each level affects the other four.
    • Discover the three “must-have imperatives” to improve the customer’s overall experience and become a destination of choice.
    • Apply the 3 cornerstones that make up a culture of engagement and understand the main reasons your good employees leave – and how to keep the good ones.
    • Want to adopt the 4 imperatives to ‘K.E.E.P.’ your employees and grow their capabilities.
    • Participate by answering “The 5 Question Survey” that identifies the holes in your leadership team that applies to patient satisfaction, and that need to be shared with everyone.


Our attendees also greatly appreciate your complete engagement with them and how Brian Lee tailored his two talks with pictures and quotes from participants and the other speakers. This special touch made us feel like we were your only thought in the world and made a very positive impression that will last for quite some time. Not only were we educated, but we were also entertained.

Dena Jarog, DNP, RN

Executives, Program Chair
Wisconsin Organization of Nurse

Your presentation was engaging, informative, and entertaining, and our attendees were delighted. We especially appreciated the many insightful approaches you shared with our group, and your story-based methodology was most appreciated.

Robert Duehmig

Interim Director
Oregon Office of Rural Health

Once again, your presentation was exactly what we asked for and more. You were engaging and entertaining, all while delivering information that was relevant to each person in the room. Your message was challenging and encouraging to the health care professionals who left that conference ready to bring new ideas and energy to their hospitals and patients. Your ability to interact with the audience by incorporating them into your presentation helps them be attentive and responsive. With that, we...

Julia Kettlewell, MPH, BSN, RNP

Director of Quality

Attendees found your presentation both fitting and insightful, dealing not only with issues confronting rural hospitals across the country, but spotlighting straightforward methods to improve the patient experience in those hospitals. Your recommendations of the Four Must-Haves are environmental game changers for those hospitals and clinics struggling financially today.

Margaret Vaughn

Executive Director
Illinois Rural Health Association

Thank you for your outstanding presentation as a keynote speaker. Your presentation of Hardwiring a 5 Star Community Health Experience was as insightful as it was entertaining. Your targeted, focused delivery was on point and the attendees were able to implement many of your suggestions as soon as they were back in their health centers. You immediately connected with the group and lead them through a story based methodology that was truly enjoyable, and therefore valuable to all.

Philip L. Morphew

Indiana Primary Health Care Association

Starting off the conference with Brian’s presentation was one of the best things we did. Brian Lee’s energy, his ability to engage his audience, and his material were exactly what we were looking for to kick off our conference. I recommend Brian Lee and his organization for HCAHPS improvement, quality improvement, and speaking at your next big event. Feel free to contact me.

Ms. Kyle Cameron, MS

Flex Program Manager
Office of Rural Health, Wyoming Department of Health

Articles & Media

Coming Soon!


Satisfaction Guaranteed – Satisfy Every Customer Every Time
Satisfaction Guaranteed – Satisfy Every Customer Every Time
How to satisfy every customer, every time! Book by Brian Lee
Keep Your Nurses & Healthcare Professionals for Life
Keep Your Nurses & Healthcare Professionals for Life
The four imperative to inspire, retain, motivate and empower , patient focused nurses and everyone else. Book by Brian Lee
Rural Physician Communication
Rural Physician Communication
Master of the communication skills of a compassionate patient-experience. Book by Brian Lee
Rural Hospital Renissance
Rural Hospital Renissance
A game chaning blueprint for a patient driven future. Book by Brian Lee
How to book Brian Lee for an event?

Brian Lee keynote speaker is an expert presenter and has a wide range of experience speaking to a wide variety of audiences and organizations. Brian Lee delivers keynotes, workshops & training sessions. They may also host or emcee events. Hire Brian Lee from Calgary, Alberta for your event to inspire the audience to take action and make change in their work and their lives. Your workplace will benefit from our keynote speaker and their keynote talks and speeches will shift the mindsets or behaviours for the audience members in Canada. 

Interested in booking Brian Lee for an event?

Are you looking to hire Brian Lee for your event? Brian Lee Calgary, Alberta is a dynamic and engaging speaker that offers audiences researched content paired with expertise and a dynamic speaking ability. Brian Lee is also a Canadian corporate consultant and coach and facilitates workshops and training sessions for a corporate audience. Brian Lee is an expert keynote presenter and speaks on wide variety of topics. Hiring a great speaker for your event is important and working with a thought leader like Brian Lee from Speakers Canada’s roster will engage audiences into the content of the presentation to bring awareness and a fresh perspective for their approach to their work and their lives. Book Brian Lee to educate, motivate and activate the audience through an interactive and entertaining presentation at corporate meetings and gatherings.

Known as a popular key note speaker in Canada, Brian Lee creates life changing experiences for the participants with practical insights and strategic advice they can implement right after the session. Working with a one our leading expert speaker like Brian Lee from Calgary, Alberta offers organizations a fresh perspective to assist the people of the organization. No matter if it is a government, association, or business crowd, Brian Lee is a perfect speaker for your event. Through unique practical insights for trending topics and years experience speaking to different organizations, Brian Lee focuses on changing individuals to make better decisions at work and their lives. No matter if you are holding an in person or virtual event, having an influential speaker such as Brian Lee will engage, motivate, and activate the audience to make a change in their lives and inspire action for results to meet organizational goals. Your workforce will benefit from Brian Lee’s presentations and speeches, with measurable results set to shift the people of the organization and core direction of the company. Book Brian Lee speaker for your annual general meeting, conference, summit, or convention in Canada.

How much does it cost to hire Brian Lee for a keynote presentation or virtual event?

Brian Lee is an expert professional key note speaker with a lot of experience speaking and delivering engaging talks to organizations and audiences in Canada. Each of Speaker Bureau Canada’s talent have different ways to assess their fees, and Brian Lee speaker fee ranges depending on the size of the audience, event format (in person or virtual), event location, and if the organization booking them is a non profit, association, government department/government agency or business/corporation. The speakers we work with are flexible with their fees, and it is important for us to learn more about your event before we approach them, as it is our role to work for you, and to help you find a speaker within budget. 

Please contact Speakers Bureau of Canada and provide us with your event details so that we can contact Brian Lee to check availability or confirm the pricing and associated costs to hire a great speaker like Brian Lee for your event. As Brian Lee's agent and as a Canadian top speaker bureau and talent agency for speakers, we are able to propose each event opportunity from each host organization’s behalf to try to help you get in touch with Brian Lee and confirm them for your in person or online meeting/event. We can also provide and advise on the booking process and potentially negotiate their fee. Speakers Canada is a client focused speaker agency, and we work for you in finding good speakers for your team meetings and booking processes.

Brian Lee Disclaimer
Speakers Bureau Canada assists companies and event planning teams seeking to hire talent like Brian Lee for speaking engagements, virtual meetings, conference appearances, training sessions and workshops facilitations. Our Canadian speakers bureau does not claim to exclusively represent Brian Lee, however they are represented by Speakers Canada, and we work with them closely for their Canadian speaking opportunities and bookings. As Canada’s top speaker bureau, we represent Canadian motivational keynote speakers and professional guest speakers that will be available on your upcoming events date and location that are withing the budget. Our talented bureau speaker booking agency can help find business speakers or celebrity speakers that aligns with each organization, audience, event theme and the topic themes you hope for the speaker to address in their presentation. 

When SBC receives a request to book Brian Lee we provide you with their speaker fees, travel costs and check their schedules. We work closely with the host organization’s event planning team and the speaker to handle the logistics and to relay or negotiate associated costs. Our talented team members then will work with our talent directly or their agent/manager/assistant to confirm the Canadian speaker fee and travel expenses, so that event planning teams can receive an official quote for the speaker appearing at the event. Speaker fees and travel costs vary per speaker and our role is to contact Brian Lee about your event, after we have connected with the event organizers to learn all the event details and/or conference program. Each booking request is unique since session durations and audience sizes can vary which may affect the speaker’s fees. If you are looking to hire Brian Lee, we recommend filling out the booking request form so a booking agent from Speakers Bureau Canada can get in touch with our talent to help you coordinate with your team to engage the speaker for a successful event.

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