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If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently by [Fred Lee]

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

4.7 out of 5 stars 305 ratings

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Length: 218 pages Enhanced Typesetting: Enabled Page Flip: Enabled
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Editorial Reviews

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." --This text refers to the hardcover edition.

From the Author

This is a different book about Disney
Although I was intimately involved in the content of The Disney Approach to Quality Service and was a facilitator for the program, this book is not a rehash of that material. Readers who have attended the seminar at Disney University will find the themes of this book significantly different and, I hope, much more thought-provoking and powerful.
I am also not interested in repeating what many of the books and articles on the "Disney Way" have already written about to the point of cliché, such as Disney's attention to detail, hiring right, on-stage/offstage behaviors, walking the talk, making everything fit a theme, calling customers "guests" and employees "cast members," etc. Most of these things have little, if anything, to do with deep change. They are fairly superficial and easily implemented. I have found from extensive experience, however, that such things have done little to improve the perceptions of hospital patients.
I have written ten chapters on things Disney does differently, but the first chapter is more fundamental and less innovative to most readers than the rest, so I have decided to subtitle this book, 9 1/2 Things You Would Do Differently. Also, the number 10 has a ring of finality or completeness to it that I do not intend to imply. Obviously Disney does many more things, even significant things, differently from hospitals. These are simply the ones that most influenced my thinking because they are more about culture than about strategy or implementation. I believe that any healthcare team can find its own way to greatness if it has the passion and competence to do so. In addition it helps to have clarity about what's important, which approaches work, and which approaches do not work in building a
committed culture. My role is to help hospital managers initiate the right conversations about the right things with the right people by using themes I found particularly insightful at Disney back in 1996.
Although this book was written with hospital managers in mind it should also be appealing to staff at all levels. It is filled with personal examples and stories that I hope will stimulate conversations on creating the ideal patient experience. It is fairly comprehensive and
includes what I believe are the principles most likely to improve patient perceptions. It reflects what I hope is a deeper approach to clinical practices by focusing on ways of thinking rather than prescribing actions to implement. Action follows thought, and if our thinking is changed we will find the ways to create a culture that inspires caregivers and reshapes the patient's experience toward a more trusting and compassionate environment for healing to take place.
Finally, I write about Disney because that is the culture that piqued my curiosity, where I had first-hand experience. Had I worked at Marriott or Southwest Airlines, or any number of other world-class organizations, I might have chosen one of them as my model. Using Disney does not mean I think Disney is unsurpassed in cultural excellence.
--This text refers to the hardcover edition.

Product details

  • Publication Date : April 1, 2004
  • Print Length : 218 pages
  • Language: : English
  • File Size : 1163 KB
  • Word Wise : Not Enabled
  • Publisher : Second River Healthcare; 6th Edition (April 1, 2004)
  • ASIN : B004O0UD7M
  • Text-to-Speech : Enabled
  • Lending : Enabled
  • Enhanced Typesetting : Enabled
  • X-Ray : Not Enabled
  • Customer Reviews:
    4.7 out of 5 stars 305 ratings

Customer reviews

4.7 out of 5 stars
4.7 out of 5
305 global ratings
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Reviewed in the United States on October 29, 2015
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RP
4.0 out of 5 stars No "Mickey Mouse" - see past the cheese for an interesting take on a complex subject.
Reviewed in the United Kingdom on October 25, 2014
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4.0 out of 5 stars Good anecdotes and stories to underpin experience as well as ...
Reviewed in the United Kingdom on May 28, 2016
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Phil Butterworth
4.0 out of 5 stars Cynical about "patients" as "customers"? Read and learn
Reviewed in the United Kingdom on January 27, 2015
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Lindsay
5.0 out of 5 stars Useful concepts
Reviewed in the United Kingdom on November 4, 2019
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A. Sheikh
5.0 out of 5 stars Best management book I have read.
Reviewed in the United Kingdom on January 9, 2014
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