From the Manager's Bookshelf - If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently
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       From the Manager's Bookshelf

Book Title: If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently
ISBN: 0-9743-8601-4

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

From the Manager's Bookshelf is a member service of the Veterinary Hospital Managers Association, Inc. (VHMA) The resources and/or publications contained in From the Manager's Bookshelf are for informational purposes only. The views and opinions expressed by member reviewers are not those of VHMA. The VHMA does not seek to endorse or promote these resources and/or publications and does exercise any responsibility over the content. VHMA does not accept liability due to errors and omissions. 

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