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If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently [Kindle Edition]

Fred Lee
4.6 out of 5 stars  See all reviews (102 customer reviews)

Kindle Price: $9.99

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Book Description

2005 ACHE Book of the Year. The 9 1/2 principles in this highly personal and refreshingly written book will help any hospital team gain the extraordinary competitive advantage that comes from being seen as "the best" by their own employees, consumers, and community. It takes profound knowledge, not usually taught in business schools, to create and maintain an environment where people feel they are working with friends who share a common dream of making patients and communities their loyal fans - a place where: Employees say, "I love to work here." Managers say, "I love the people I work with." Caregivers say, "I love our patients." Patients and families say, "We love this hospital." Loyalty is an organization's best source of long-term strategic advantage. But unlike traditional service organizations, Disney does not provide a service. Neither does your hospital. They both provide an "experience". Disney is the premier example of this newly evolved economic category, and hospitals would do well to emulate the most vital things that earn Disney the love of their guests and employees. Like his popular seminars, in these pages Fred Lee addresses the vexing reality that most of our approaches to patient satisfaction will not lead to patient loyalty. He takes aim at service excellence initiatives, quality and performance improvement efforts, and patient satisfaction surveys, dispelling some of our most cherished beliefs about loyalty and leadership. This captivating book, filled with stories and examples, will leave its readers inspired with fresh insights and energized with hope. It needs to be in every hospital manager's library and required reading in every health care leadership curriculum. If you have wondered why so much of what is done in the name of service excellence in health care has not lived up to its promise, this book is for you.

Product Details

  • File Size: 531 KB
  • Print Length: 216 pages
  • Publisher: Second River Healthcare; 6 edition (April 1, 2004)
  • Sold by: Amazon Digital Services, Inc.
  • Language: English
  • ASIN: B004O0UD7M
  • Text-to-Speech: Enabled
  • X-Ray:
  • Word Wise: Not Enabled
  • Lending: Enabled
  • Amazon Best Sellers Rank: #24,442 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
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Customer Reviews

Most Helpful Customer Reviews
136 of 140 people found the following review helpful
5.0 out of 5 stars wow! April 11, 2005
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.
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30 of 31 people found the following review helpful
5.0 out of 5 stars Very Insightful Book December 15, 2006
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).
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28 of 30 people found the following review helpful
5.0 out of 5 stars ... although impractical ! October 2, 2006
Format:Hardcover|Verified Purchase
Ok. Let us consider it realistically and professionally. Nothing to say about the book more than what all others have said. Simply great. However, enjoying a book is not, and will never be, a goal in itself. What matters is what benefit you can get out of IMPLEMENTING what is in it.

In our case, this can be done on two conditions. The first and simple one is that everyone (I mean it) in your hospital should read and understand the book (this includes housekeepers, security guards, gardeners, ..etc).

Now comes the second and difficult condition, that is creating a culture, a working environment, an atmosphere that adopts and supports the values and ideas in the book. Unfortunately, at least to me, this seems impossible.

I am not saying that culture change or improvement is impossible. Go ahead. Do your best. We all should. I am trying to point out that trying to implement what is in the book will lead you to find out that you actually are trying to create "the city of virtues". No one could. No one will ever be able to.

A wise management professional once said: "in theory, there is no difference between theory and practice. In practice, there is!".

Read this book at any cost. Buy it, borrow it, or even steal it!
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16 of 16 people found the following review helpful
5.0 out of 5 stars The Best Book on the Disney Approach...Period February 14, 2007
Format:Paperback|Verified Purchase
"But I'm not in the hospital business." Neither am I. But I am a Disney Institute alumnus and an avid practitioner of the Disney Approach to People Management, Quality Service, and Loyalty; and I've found "If Disney Ran Your Hospital" more helpful than anything else in print. I think you will, too. Here's why. A number of books explain the principles and practices that drive Disney. Most are helpful, and one, "Be Our Guest" by the Disney Institute, is indispensable. But Fred Lee does one thing better than anyone else: he models how to transfer those principles to another industry. That's what he did at the Disney Institute and that's what he will help you do in your business. Granted, his applications come from healthcare. But along the way Fred Lee demonstrates how to translate and apply the Disney Approach outside of the Disney setting, and that's what's so helpful--he provides an example that the rest of us can follow. If you're interested in benchmarking the Disney Approach, you need this book. One more thing: Fred Lee can write. "If Disney Ran Your Hospital" is the best book on the Disney Approach...period.
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33 of 40 people found the following review helpful
5.0 out of 5 stars Not Just for Hospitals! January 8, 2006
I have been a Lean Production Systems Practitioner for over twenty years and have had the privilege of learning from some of the original teachers of Lean in the United States. I have been influenced by Deming, Juran, Goldratt, Peters, Covey, Kotter, Drucker, Greenleaf, Senge and many other authors on leadership and management of change and continuous improvement and organizational learning. I first read Fred Lee's book as I began a project to implement lean systems in several hospitals. "If Disney Ran Your Hospital" ranks as one of my favorite books on not only excellence in customer service but on leadership and organizational development. I especially enjoyed the discussion in Chapter 10 of the "Five Traps" that organizations and its leaders must avoid.
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Most Recent Customer Reviews
5.0 out of 5 stars How to run your business in a way they will not teach you in school
Used it for a veterinary hospital, absolutely a great guide on how to go from good to great.
Published 9 days ago by DJ
5.0 out of 5 stars Spot on
This book explains the reasoning behind what makes an organization successful. Any new leader, facilitator or educator should read this
Published 25 days ago by Phillip P. White Jr.
5.0 out of 5 stars Five Stars
Very good
Published 2 months ago by Susy Koruth
5.0 out of 5 stars Five Stars
Published 2 months ago by Chrissy
5.0 out of 5 stars Fantabulous!! A six starrer!!
Being a physician, i can understand how the recommendations in the book can bring a revolution in our health care system. Read more
Published 2 months ago by Amazon Customer
5.0 out of 5 stars Great ideas for an business.
I am the Patient Satisfaction rep for our local hospital and this book has so many wonderful ideas and suggestions. Cleanliness comes first. Read more
Published 2 months ago by C. Copinga
5.0 out of 5 stars Five Stars
Very interesting book. The Disney concept should be implemented in all hospitals!
Published 2 months ago by Megan Tengerstrom
5.0 out of 5 stars Courtesy is Powerful-the Disney Way
I've worked in healthcare facilities for over 25 years, and was interested in Fred Lee's take on what can be done to improve service. Read more
Published 2 months ago by Marilyn E. Jess
4.0 out of 5 stars Good read
Good read!
Published 3 months ago by Judith Pomeroy
4.0 out of 5 stars fabulous must read for any exec or member who wants to grow
Nicely written, good citations and food for thought references. Definitely recommend.
Only 4 because seems to loose a bit of steam towards final chapters, does great in... Read more
Published 3 months ago by TurboCenturion
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