If Disney Ran Your Hospital
Subtitle: 9 1/2 Things You Would Do Differently
Edition: 1 edition
Publisher: Second River Healthcare
Published: April 1, 2004
Language: eng
Format: Hardcover
Number of pages: 216
ISBN-13: 9780974386003
Subjects: Medical; Administration; Health services administration; Hospitals; Medical personnel and patient
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.