Thom Mayer, MD, FACEP, FAAP

Dr. Thom Mayer is CEO of BestPractices, National Executive Vice President of EmCare, and a Medical director for Studer Group for over 10 years. Dr. Mayer also serves as the Medical Director for the NFL Players Association, where his leadership has transformed the care of athletes, including dramatic changes in the management of concussions. He has been widely recognized as one of the nation’s foremost experts in healthcare leadership and management, service excellence, physician accountability, patient safety, and hardwiring flow. Emergency departments under his leadership have won awards from every major customer service survey company. He has lectured at numerous national and international meetings and is one of America’s foremost experts on healthcare customer service, trauma and emergency care, pediatric emergency care, and medical leadership.

Dr. Mayer has published over 100 articles, 120 book chapters, and has edited twenty textbooks. Most recently, Dr. Mayer has written Leadership for Great Customer Service: Satisfied Employees, Satisfied Patients, 2nd Edition and The Patient Flow Advantage: How Hardwiring Hospital-Wide Flow Gives Sustainable Competitive Advantage. He also co-authored Hardwiring Flow-Systems and Processes for Seamless Patient Care and Leadership for Smooth Patient Flow, the latter of which won the 2007 James Hamilton Award for the best book on healthcare leadership. His work with Dr. Kirk Jensen is widely recognized as the most innovative on emergency department and hospital-wide flow.

On September 11, 2001 Dr. Mayer served as one of the Command Physicians at the Pentagon Rescue Operation, coordinating medical assets at the site. The BestPractices physicians at Inova Fairfax Hospital were the first to successfully diagnose and treat inhalational anthrax victims during the fall 2001 anthrax crises, and Dr. Mayer has served the Department of Defense on Defense Science Board Task Forces on Bioterrorism, Homeland Security, and consequences of Weapons of Mass Destruction.

Dr. Mayer’s skills as a speaker attested to by the fact that he was named the American College of Emergency Physicians Speaker of Year in the second year that award was given and has won the American College of Emergency Physicians Over-the-Top-Award for the highest scores among its speakers more times than any other speaker. Dr. Mayer has also spoken at Studer Group national conferences and is the keynote speaker for the American College of Healthcare Executives Senior Executive and Executive Leadership Conferences. Dr. Mayer’s passion and energy in speaking about customer service in healthcare have resulted in valuable lessons for Studer Group clients.


  • Duke University School of Medicine
  • Hanover College
    Bachelor of Arts in Theology, Biology and Chemistry

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