- Paperback: 216 pages
- Publisher: Second River Healthcare (January 1, 2004)
- Language: English
- ISBN-10: 0974386014
- ISBN-13: 978-0974386010
- Product Dimensions: 8.4 x 5.5 x 0.7 inches
- Shipping Weight: 10.4 ounces
- Average Customer Review: 4.6 out of 5 stars See all reviews (120 customer reviews)
- Amazon Best Sellers Rank: #16,438 in Books (See Top 100 in Books)
Enter your mobile number or email address below and we'll send you a link to download the free Kindle App. Then you can start reading Kindle books on your smartphone, tablet, or computer - no Kindle device required.
To get the free app, enter your email address or mobile phone number.
If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently Paperback – January 1, 2004
Elsevier Sales & Deals
Save up to 50% on textbooks, study guides & resources for your medical specialty.
Customers Who Bought This Item Also Bought
More About the Author
Top Customer Reviews
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.
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!
Most Recent Customer Reviews
Great read! Good advice for providing excellent customer service in a hospital setting.Published 2 months ago by jaylon_69
Great book, an easy read. Lots of influential material. One of the better leadership books I have read.Published 3 months ago by cornercarverfan
I "read" the audio version... very well done. Well written, just the right mix of theory and stories, and for the audio version, the reader was excellent. Read morePublished 3 months ago by knb53
A winning approach to business management, no matter what your business. If you desire increased customer/client loyalty, and the resulting increase in referrals, this book will... Read morePublished 3 months ago by John Bonnett