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

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

by Fred Lee

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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: NOOK Book
Pages: 216
Sales rank: 322,767
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.

Customer Reviews

If Disney Ran Your Hospital 2.8 out of 5 based on 0 ratings. 5 reviews.
neurodrew on LibraryThing More than 1 year ago
If Disney Ran Your Hospital9 1/2 Things You Would Do DifferentlyFred LeeI read this book at the behest of my boss, a way of encouraging everyone to improve patient satisfaction. The author is a health care executive, who worked for a year as a Disney cast member, as the workers at the amusement park are called. It has the usual combination, for a management book, of optimism and stories supporting insights that are hard to translate into action. I do not think that any amount of management optimism will get my personnel to regard their jobs as a actor regards the performance. I do not think that the administration will ever eliminate, as this book recommends, monetary awards for performance, and performance reviews. They would like us to satisfy every patient, all the time, by being cheerful and denying the realities of working with sick people in a hard environment. I resist the certain knowledge, as I have become aware of it over the years, that effectiveness as a clinician is more correlated to my mood, cheerfulness, persuasive powers, and charisma than it is correlated with study and knowledge of medicine.
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Guest More than 1 year ago
I read the book and highlighted away before the author came to town. Loved the book for it's many insights 'borrowed' from Disney castmembers.