If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently (Hardcover)

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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 ½ principles that will help hospitals gain the competitive advantage that comes from being seen as “the best” by their own employees, consumers, and community.

About the Author

Previously, Fred Lee has been both a senior vice president of a major medical center and a cast member at Disney University. Disney recruited him because of his expertise in helping hospitals achieve a culture that inspires patients and employee loyalty. At Disney, he helped to adapt and facilitate Disney’s approach to quality service and to develop its newest seminar on customer loyalty.
Product Details
ISBN: 9780974386003
ISBN-10: 0974386006
Publisher: Distributed (Non-HAP)
Publication Date: January 1st, 2004
Pages: 215
Language: English
Series: Distributed (Non-HAP)