If Disney Ran Your Hospital: Lessons from the World's Most Magical Service Company

Introduction

In his book, "If Disney Ran Your Hospital," Fred Lee draws on his experience as a former Disney executive and healthcare consultant to provide a roadmap for improving the patient experience in hospitals. Lee argues that hospitals can learn a lot from Disney's world-renowned customer service model, which emphasizes creating a positive and memorable experience for guests.

The Disney Difference

Lee identifies several key elements of Disney's customer service model that can be applied to healthcare settings. These include:

• A focus on the customer experience: Disney puts the customer at the center of everything they do. They constantly strive to exceed customer expectations and create a positive and memorable experience.
• A commitment to quality: Disney is committed to providing the highest quality products and services. They have a rigorous quality control process in place to ensure that everything they do meets their high standards.
• A culture of innovation: Disney is constantly innovating and looking for new ways to improve the customer experience. They are not afraid to take risks and try new things.
• A strong brand: Disney has a strong brand that is synonymous with quality and excellence. This brand gives them a competitive advantage and helps them attract customers.

Applying the Disney Model to Healthcare

Lee believes that hospitals can improve the patient experience by adopting some of the key elements of Disney's customer service model. He provides specific examples of how hospitals can implement these elements, such as:

• Creating a welcoming and inviting environment: Hospitals can create a more welcoming environment by improving the physical appearance of their facilities, making it easier for patients to find their way around, and providing friendly and helpful staff.
• Providing personalized care: Hospitals can provide more personalized care by taking the time to get to know each patient and their individual needs. They can also offer a variety of services and amenities to make patients' stays more comfortable.
• Empowering employees: Hospitals can empower their employees by giving them the autonomy to make decisions and solve problems. They can also provide training and support to help employees develop their skills and knowledge.
• Building a strong brand: Hospitals can build a strong brand by consistently delivering high-quality care and service. They can also market their services effectively to attract new patients.

Conclusion

Lee believes that hospitals can learn a lot from Disney's world-renowned customer service model. By adopting some of the key elements of this model, hospitals can improve the patient experience and create a more positive and memorable environment for patients and their families.

Why You Should Read This Book

"If Disney Ran Your Hospital" is a must-read for anyone who is interested in improving the patient experience in healthcare settings. Lee provides a wealth of practical advice and insights that can help hospitals create a more positive and memorable environment for patients and their families.

This book is also a valuable resource for anyone who is interested in learning more about Disney's customer service model. Lee provides a behind-the-scenes look at how Disney creates such a magical experience for its guests. This information can be applied to any type of business or organization that wants to improve its customer service.

Order Your Copy Today!

"If Disney Ran Your Hospital" is available now in hardcover, paperback, and audiobook. Order your copy today and start learning how to improve the patient experience in your hospital.