If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently [NOOK Book]

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.

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

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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.
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Editorial Reviews

Dennis Pointer PhD
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!
James J. Londis PhD
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.
Ken Finch
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.
Larry Sullivan
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.
Pamela Thompson
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.
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Product Details

  • BN ID: 2940013396678
  • Publisher: Second River Healthcare Press
  • Publication date: 9/22/2011
  • Sold by: Barnes & Noble
  • Format: eBook
  • Pages: 216
  • Sales rank: 48,107
  • File size: 2 MB

Meet 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.
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Customer Reviews

Average Rating 2.5
( 5 )
Rating Distribution

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(1)

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Sort by: Showing all of 5 Customer Reviews
  • Anonymous

    Posted March 7, 2014

    MY CUSTOMER EXPERIENCE WITH BARNES AND NOBLE SUCKS!

    Gotta Love this scam. Buy a book, they don't't tell you that you have to have a code to read the book. Okay, so you email customer services to get the issue resolved. No one returns your calls. you don't get your book, they keep your money because the have you by the balls. No wonder the corporation is failing miserably!

    I actually had to buy the audio disks and have listened to it daily to and from work.

    Mr. Lee… I'm sorry, but I can't read your book and it sits there in a file as an e-Useless book. I have NO DOUBT that this site is ever monitored. I have emailed several times, no one calls back. and this website has all of the look of a user friendly site… I can't find a sole to "chat" with, and no one ever answers the phone.

    So, my recommendation to everyone is to buy the book, just don't buy it here. Mr. Lee… Please look for another distributor for any future works.

    Memorable Experience of very bad customer service. B&N… YOU NEED TO READ THIS BOOK.

    Dissatisfied,
    MrSTURTEVANT

    Was this review helpful? Yes  No   Report this review
  • Anonymous

    Posted February 9, 2006

    Come for the Experience, Hospital Style

    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.

    0 out of 1 people found this review helpful.

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  • Anonymous

    Posted May 22, 2012

    No text was provided for this review.

  • Anonymous

    Posted October 8, 2012

    No text was provided for this review.

  • Anonymous

    Posted September 3, 2009

    No text was provided for this review.

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