If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently

by Fred Lee

Overview

Using examples from his work with Disney and as a senior-level hospital executive, author Fred Lee challenges the assumptions that have defined customer service in healthcare. In this unique book, he focuses on the similarities between Disney and hospitals - both provide an "experience," not just a service. It shows how hospitals can emulate the strategies that earn Disney the trust and loyalty of their guests and employees.

The book explains why standard service excellence initiatives in healthcare have not led to high patient satisfaction and loyalty, and it provides 9 1/2 principles that will help hospitals gain the competitive advantage that comes from being seen as "the best" by their own employees, consumers, and community.

Product Details

BN ID:	2940013396678
Publisher:	Second River Healthcare Press
Publication date:	09/22/2011
Sold by:	Barnes & Noble
Format:	eBook
Pages:	216
Sales rank:	239,311
File size:	1 MB

About the Author

Fred Lee has the enviable distinction of having been both a senior vice president of a major medical center and a cast member at Disney University. Disney recruited him because of his expertise in helping hospitals achieve a culture that inspires patient and employee loyalty. At Disney he helped develop and facilitate Disney’s healthcare version of its 3-day seminar, Disney’s Approach to Quality Service, and its newest seminar on Customer Loyalty. Using an insider’s experience and a keen eye for cultural comparisons, he authored the healthcare best seller, If Disney Ran Your Hospital: 9 ½ Things You Would Do Differently, which was awarded the 2005 Book of the Year from the American College of Healthcare Executives. He now shares his insights with healthcare groups all over the country.

Editorial Reviews

When "If Disney Ran Your Hospital" arrived, I skimmed it--like I do with more than 60 books a year. Then, on a coast-to-coast flight, I read every page with a hi-liter in hand. Uncommon wisdom, high-leverage advice. The book is now required reading for graduate students taking my course in health services marketing at the University of Washington. Bravo, Fred!

Dennis Pointer PhD

This book is a must read for any healthcare provider, especially physicians. Fred Lee's approach is direct and refreshing. It truly requires a cultural change for every department.

Larry Sullivan

I highly recommend Fred Lee to anyone who is serious about exceptional service. He has provided consultation and training to the employees, physicians and leadership of Metroplex Adventist Hospital for many years. His style of presentation is clear, practical and very effective.

Ken Finch

Fred Lee's message speaks to the heart of nursing leadership. This is exactly what nurse executives are looking for...a practical guide with vivid illustrations and profound insights that can be put to use immediately. It goes to the core of leadership in a healing environment and will inspire nurses at every level of the organization.

Pamela Thompson

This groundbreaking work challenges several assumptions that have defined the customer service philosophy for health care. Filled with illuminating cases from the author's experience, it is a "must-read" for those who want intelligent, caring and responsible ethics to define how those served by health care should be treated. I highly recommend it.

James J. Londis PhD