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

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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… See more details below

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.

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.

Product Details

ISBN-13:
2940013396678
Publisher:
Second River Healthcare Press
Publication date:
09/22/2011
Sold by:
Barnes & Noble
Format:
NOOK Book
Pages:
216
Sales rank:
61,122
File size:
1 MB

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