| From the Manager's Bookshelf
Book Title: If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently
Author: Fred Lee
Year Published: 2004
Helpful to: Any Hospital Team Member, particularly the Hospital Manager
Brief Review: Lee was recruited by Disney University after considerable success in helping hospitals achieve a culture that inspires patient and employee loyalty. In If Disney Ran Your Hospital, Lee focuses on the similarities between Disney and hospitals - both provide an “experience” not just a service. He shows how hospitals can emulate the strategies that earn Disney the trust and loyalty of their guests and employees. Lee explains why standard service excellence initiatives in healthcare have not led to high patient satisfaction and loyalty and provides 9½ principles that will help hospitals gain the competitive advantage. Using examples from his work with Disney and as a senior-level hospital executive, Lee challenges the assumptions that have defined customer service in healthcare and distills his experiences into practical steps that hospital leadership teams can take to create a new culture
Reviewers Comments: This outstanding book covers the how's and the why's behind creating the best 'client experience' for your client base. It discusses creating the proper culture, reward systems and individual and team behaviors and habits that contribute to the successes and failures of a hospital. Good research and findings included in the phenomenally written story of Fred Lee's observations! Cassy Allbritton-Metas, CVPM
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