- 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 (129 customer reviews)
- Amazon Best Sellers Rank: #35,999 in Books (See Top 100 in Books)
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If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently Paperback – January 1, 2004
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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
Heard about this book from a supervisor at work .... lots of good info!Published 4 hours ago by Amazon Customer
Hello Mr. Lee,
I am a BSN registered nurse with 4 years experience, a frontline employee that just read your book. Read more
I had to purchase this book for work. Turned out to be interesting but not the best thing I've ever read. Book came true to "used". Read morePublished 1 month ago by Amber
This book could have been written in half the length. He continually repeated himself to the point of me being bored. I only completed it as it was required reading. -TKPublished 3 months ago by Amazon Customer
Well written, authoritative book that highlights huge gap in hospitals around the world, namely too much focus on technical medical stuff and too little focus on treating patients... Read morePublished 4 months ago by Ajay Bakshi
Jumping into the Healthcare industry with no experience this gave me a great feel for how patient satisfaction should be assessed!Published 4 months ago by Amazon Customer