Title: If Disney Ran Your Hospital
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.
Subjects: Health services administration, Patient satisfaction, Consumer satisfaction, Hospitals, Administration, Medical personnel and patient, Hospital Administration, Methods, Quality of Health Care, Professional-Patient Relations, Hôpitaux, Services de santé, Relations personnel médical-patient, Patients, Satisfaction, Sjukhus, Sjukvårdsadministration, Kundnöjdhet, Patienter, Hospitals, administration, Hospital administration--methods, Hospitals--administration, Ra971 .l442 2004, 2007 f-854, Wx 150 l477d 2004, 610.69