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

Book info: If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently (Paperback, 216 pages) – Second River Healthcare, 2004. Language: English.

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. From the Back Cover I still remember the first time I read Fred Lee's If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently. It was 2007. I was stepping into the role of interim CEO of UCLA Health, and thinking about what it meant to deliver care that truly puts patients first. At the time, UCLA was renowned for its world-class physicians - but was ranked in the38th percentile for patient satisfaction among US hospitals. Something was seriously wrong.
Fred's book resonated with me, reinforcing what I'd learned during my years as a child and adolescent psychiatrist: You have to treat patients like people with real lives. You need to provide for the whole person, giving them engaging, compassionate -- and yes, even delightful -- experiences. Top-notch care alone isn't enough to help people heal and move forward. And when you treat your patients that way, everybody wins. Which is why, when I picked up Fred's book just as I was embarking on my transition at UCLA, I realized, "Yeah, this is exactly the same journey that we're on."
David T. Feinberg, MD, Vice President, Google Health
Former President & CEO, UCLA Health
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When we hired Fred Lee at Disney, it was to bring his healthcare perspective to our new program on delivering world-class service. Working with Fred was a life-changing experience. His insights have proven to be transformative to the healthcare industry. If Disney Ran Your Hospital- 9 ½ Things You Would Do Differently is a game changer for every healthcare leader who desires better patient outcomes and staff engagement and shares these valuable insights on how to provide the most effective, compassionate care...and optimize the potential of your hospital!
Mark David Jones, Former Disney Executive, President ofSmall World Alliance, Inc.
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Fred Lee was ahead of his time when he wrote If Disney Ran Your Hospital in 2004 as he was the first to bring together the disciplines of customer experience and quality improvement in hospitals. These concepts are the yin and the yang of excellent patient care. Lee recognized the perception of care, the genuine connection with every patient and their personal story create that all important "pixie magic dust" called trust. Without trust, you could be the best care giver in the world technically, but the patient would be withholding vital pieces of information that would be critical to their prescribed medical plan.
If Disney Ran Your Hospital is a must read for everyone working in healthcare who are creating memories of excellent care experience for every patient in a consumerist age.
Sue Kong, MBA, MSc, Director, National Health Service (NHS) -Elect
London, United Kingdom
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If you put on a name badge and cross the threshold of a healthcare system, whether you are the environmental service employee, the newest nurse, the most esteemed physician, or the most successful CEO this book, If Disney Ran Your Hospital, 9 ½ Things You Would Do Differently, is a must read. It is often cited that evidence generated through research takes 17 years to reach clinical practice...Fred Lee was awarded Book of the Year in 2005 from the ACHE...what are you waiting for? You will be inspired to examine your work through the eyes and ears of your patient. Fred was a master storyteller and the clarity of his message and the connections he creates opens your eyes and your heart to have the energy to come back and make a difference.
Katie Lydon MSN, RN, NE-BC, CPXP, Director, Women and Children's Services
NorthBay Healthcare About the Author Fred Lee began his healthcare career at Shawnee Mission Medical Center in Shawnee Mission, Kansas. During his five years as vice president for marketing and development, he won several national awards for innovative approaches to patient satisfaction and loyalty. He then joined Florida Hospital as a senior vice president in Orlando, where he developed a nationally acclaimed guest relations program. 
Fred then joined the Walt Disney Company as a cast member at Disney University. Disney recruited him because of his expertise in helping hospitals achieve a culture that inspires patient and employee loyalty. At Disney, he helped adapt and facilitate Disney's healthcare version of its 3-day seminar, Disney's Approach to Quality Service, and developed its newest seminar on Customer Loyalty. 
Fred won the 2005 ACHE James A. Hamilton healthcare book of the year award with this book, If Disney Ran Your Hospital: 9½ Things You Would Do Differently, which has sold over 500,000 books in five languages (English, Dutch, Portuguese, Korean,and Chinese).
Fred lectured across the United States, Australia, Belgium, Canada, South Africa, New Zealand,England, and the Netherlands, sharing his passion and teaching concepts of the patient experience and compassion of caregivers.
Sadly, Fred Lee passed away on Sunday evening, March 26, 2017, of complications from neuro-surgery due to glioblastoma.
Fred's greatest desire was for healthcare leaders and caregivers to instill these concepts for future generations. He will occupy a permanent place in American Healthcare's Pantheon of the Patient Experience and Compassion by caregivers.