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.
Are any of them “don’t rob your desperate patrons blind”?
At first I thought this was about a hospital being run by Disney cartoon characters which would have been a much more interesting premise
A hospital being run by Disney adults, oh wait
Of course a Disney exec would have a half principle
People want to go to Disney. People don’t want to go to the hospital. The “guests” have two completely different incentive sets.
It’s about how the hospital would be much worse, right?
