If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently (Distributed (Non-HAP)) - Hardcover

Lee, Fred

Hardcover

ISBN 10: 0974386006 ISBN 13: 9780974386003

Publisher: Health Administration Press, 2004

Synopsis

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 ½ principles that will help hospitals gain the competitive advantage that comes from being seen as "the best" by their own employees, consumers, and community.                                                

About this title

About the Author

Fred Lee began his healthcare career at Shawnee Mission Medical Center in Shawnee Mission, Kansas. During his five years as vice president for marketing and development, he won several national awards for innovative approaches to patient satisfaction and loyalty. He then joined Florida Hospital as a senior vice president in Orlando, where he developed a nationally acclaimed guest relations program.
Fred then joined the Walt Disney Company as 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 adapt and facilitate Disney's healthcare version of its 3-day seminar, Disney's Approach to Quality Service, and developed its newest seminar on Customer Loyalty.
Fred won the 2005 ACHE James A. Hamilton healthcare book of the year award with this book, If Disney Ran Your Hospital: 9½ Things You Would Do Differently, which has sold over 500,000 books in five languages (English, Dutch, Portuguese, Korean,and Chinese).
Fred lectured across the United States, Australia, Belgium, Canada, South Africa, New Zealand,England, and the Netherlands, sharing his passion and teaching concepts of the patient experience and compassion of caregivers.
Sadly, Fred Lee passed away on Sunday evening, March 26, 2017, of complications from neuro-surgery due to glioblastoma.
Fred's greatest desire was for healthcare leaders and caregivers to instill these concepts for future generations. He will occupy a permanent place in American Healthcare's Pantheon of the Patient Experience and Compassion by caregivers.

From the Back Cover

I still remember the first time I read Fred Lee's IfDisney Ran Your Hospital: 9 1/2 Things You Would Do Differently. It was2007. I was stepping into the role of interim CEO of UCLA Health, and thinkingabout what it meant to deliver care that truly puts patients first. At thetime, UCLA was renowned for its world-class physicians - but was ranked in the38th percentile for patient satisfaction among US hospitals. Something wasseriously wrong.
Fred's book resonated with me, reinforcing what I'd learnedduring my years as a child and adolescent psychiatrist: You have to treatpatients like people with real lives. You need to provide for the whole person,giving them engaging, compassionate -- and yes, even delightful -- experiences.Top-notch care alone isn't enough to help people heal and move forward. Andwhen you treat your patients that way, everybody wins. Which is why, when Ipicked up Fred's book just as I was embarking on my transition at UCLA, Irealized, "Yeah, this is exactly the same journey that we're on."
David T. Feinberg, MD, Vice President, Google Health
Former President & CEO, UCLA Health
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When we hired Fred Lee at Disney, it was to bring hishealthcare perspective to our new program on delivering world-class service.Working with Fred was a life-changing experience. His insights have proven tobe transformative to the healthcare industry. If Disney Ran Your Hospital- 9 ½ Things You Would Do Differently is a game changer for everyhealthcare leader who desires better patient outcomes and staff engagement andshares these valuable insights on how to provide the most effective, compassionatecare...and optimize the potential of your hospital!
Mark David Jones, Former Disney Executive, President ofSmall World Alliance, Inc.
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Fred Lee was ahead of his time when he wrote If DisneyRan Your Hospital in 2004 as he was the first to bring together thedisciplines of customer experience and quality improvement in hospitals. Theseconcepts are the yin and the yang of excellent patient care. Lee recognized theperception of care, the genuine connection with every patient and theirpersonal story create that all important "pixie magic dust" called trust.Without trust, you could be the best care giver in the world technically, butthe patient would be withholding vital pieces of information that would becritical to their prescribed medical plan.
If Disney Ran Your Hospital is a must read foreveryone working in healthcare who are creating memories of excellent careexperience for every patient in a consumerist age.
Sue Kong, MBA, MSc, Director, National Health Service (NHS) -Elect
London, United Kingdom
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If you put on a name badge and cross the threshold of ahealthcare system, whether you are the environmental service employee, thenewest nurse, the most esteemed physician, or the most successful CEO thisbook, If Disney Ran Your Hospital, 9 ½ Things You Would DoDifferently, is a must read. It is often cited that evidence generatedthrough research takes 17 years to reach clinical practice...Fred Lee was awardedBook of the Year in 2005 from the ACHE...what are you waiting for? You will beinspired to examine your work through the eyes and ears of your patient. Fredwas a master storyteller and the clarity of his message and the connections he createsopens your eyes and your heart to have the energy to come back and make a difference.
Katie Lydon MSN, RN, NE-BC, CPXP, Director, Women andChildren's Services
NorthBay Healthcare

From the Inside Flap

This captivating book filled with stories and examples willleave its readers inspired with fresh insights and energized with hope. Itneeds to be in every hospital manager's library and required reading for everyhealthcare employee.
Fred Lee had the enviable distinction of having been both ahealthcare executive of a major medical center and a cast member at DisneyUniversity. With an insider's experience and a keen eye for culturalcomparisons, he shares his passion and concepts of creating an exceptional patientexperience and compassion of caregivers.
The 9½ principles in this engaging and refreshing book willhelp any hospital team gain the extraordinary competitive advantage. Some ofthose 9½ principles are: Make Courtesy More Important than Efficiency;Decentralize the Authority to say YES; Change the Concept of Work from Serviceto Theater; Measure to Improve, Not to Impress; Harness the Motivating Power ofImagination; Create a Climate of Dissatisfaction; and Close the Gap BetweenKnowing and Doing.
One of the key thoughts of the book is to teach the maindifference between a service and an experience. It will explain the three levelsof care. The bottom layer is our competence, the next layer is courtesy,and the top layer is compassion. It goes on to teach your staff aboutthe power of compassion and remember, scores do not motivate people, storiesdo. The imagination created by stories is a gold mine for motivation and takingaction.
And finally, it teaches how to hire and coach for anindividual's "role" in the patient's experience.
One of Fred Lee's favoritequotes by Johann Wolfgang von Goethe was: "Knowing is not enough. We mustapply. Willing is not enough. We must do."

Edition details

• Publisher: Health Administration Press
• Publication date: 2004
• Language: English
• ISBN 10: 0974386006
• ISBN 13: 9780974386003
• Binding: Hardcover
• Edition number: 1
• Number of pages: 215