If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently Author: Fred Lee | Language: English | ISBN:
B004O0UD7M | Format: PDF
If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently Description
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.
- File Size: 745 KB
- Print Length: 216 pages
- Publisher: Second River Healthcare Press; 6 edition (April 1, 2004)
- Sold by: Amazon Digital Services, Inc.
- Language: English
- ASIN: B004O0UD7M
- Text-to-Speech: Enabled
X-Ray:
- Lending: Enabled
- Amazon Best Sellers Rank: #45,224 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
- #21
in Kindle Store > Kindle eBooks > Nonfiction > Professional & Technical > Medical eBooks > Administration & Policy - #67
in Books > Medical Books > Administration & Medicine Economics > Health Care Delivery
- #21
in Kindle Store > Kindle eBooks > Nonfiction > Professional & Technical > Medical eBooks > Administration & Policy - #67
in Books > Medical Books > Administration & Medicine Economics > Health Care Delivery
Like many Disney rides, you have to wait a bit to get this book on amazon (I purchased mine directly from the publisher). But it's worth the wait. I attended the ACHE Conference in 3/2005 where the book was named the "2005 Book of the Year."
Fred Lee has written a fantastic book in "If Disney Ran Your Hospital." Not only is it a well-written book (Lee uses memorable examples, stories, and graphs to illustrate his points), but also he has chosen an outstanding topic. We need more books like this - learning from the best from other industries. Lee effectively builds the bridge, taking Disney corporate realities and turning them into approaches and strategies that hospital leaders can easily digest and apply in their hospitals.
Some of the concepts definitely stretch my current mindset on customer service (and after reading the book, you might even stop using that term). Lee talks about why perceptions are more important than reality, patient loyalty is more important than satisfaction, courtesy is more important than efficiency, and experience is more important than service. He also spends some time addressing the shortfalls of patient satisfaction surveys and competitive incentives for employees. All for the sake of his true focus of the book: to "bring out the best behaviors in workers and provide the best emotional experience for patients."
For those that are experts in services marketing or world-class hotel corporate culture, some of the concepts will be old news. Nonetheless, the way Lee specifically applies these concepts to the hospital setting is truly magical and novel.
By hospitaltony
I agree with everyone else about how good this book is. I have been working full time in quality improvement for 12 years, and I was expecting just a rehashing of the same old theories that I have become too accustomed to hearing about. To my surprise, the book was fresh and deep and I literally learned something new on every single page - It is 216 pages long and at $27 that's about 13 cents per insight; a real bargain, I think. Oh, and remarkably it's also quite an easy read due to the excellent stories and intuitive presentation (but you may want to slow down a bit to let the lessons sink in).
By Charles E. Stimler
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