If Disney ran your hospital : 9 1/2 things you would do differently / Fred Lee.

Format:

Book

Author/Creator:

Lee, Fred, 1939- author.

Contributor:

John G. Hartman Memorial Library Fund.

Language:

English

Subjects (All):

Hospitals--Administration.

Hospitals.

Health services administration.

Medical personnel and patient.

Patient satisfaction.

Hospital Administration--methods.

Quality of Health Care.

Patient Satisfaction.

Hospital Administration.

Professional-Patient Relations.

Medical Subjects:

Hospital Administration--methods.

Quality of Health Care.

Patient Satisfaction.

Hospital Administration.

Professional-Patient Relations.

Physical Description:

216 pages : illustrations ; 22 cm

Place of Publication:

Bozeman, MT : Second River Healthcare Press, [2004]

Summary:

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 1/2 principles that will help hospitals gain the competitive advantage that comes from being seen as "the best" by their own employees, consumers, and community.

Contents:

Redefine your competition and focus on what can't be measured

Make courtesy more important than efficiency

Regard patient satisfaction as fool's gold

Measure to improve, not to impress

Decentralize the authority to say yes

Change the concept of work from service to theater

Harness the motivating power of imagination

Create a climate of dissatisfaction

Cease using competitive monetary rewards to motivate people

Close the gap between knowing and doing.

Notes:

"Cultural insights from a hospital executive who became a Disney cast member"--Cover.

Includes bibliographical references.

Local Notes:

Acquired for the Penn Libraries with assistance from the John G. Hartman Memorial Library Fund.

Other Format:

Online version: Lee, Fred, 1939- If Disney ran your hospital.

ISBN:

9780974386010

0974386014

9780974386003

0974386006

OCLC:

55000579