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

Item was as described. Would buy from seller again!

Fred Lee does an excellent job of rethinking what “customer service” really means in the healthcare setting. Drawing from his own experience with Disney and as a senior hospital executive, he highlights how both hospitals and theme parks ultimately provide an experience, not just a service. I appreciated the way he broke down why many standard hospital service initiatives fall short, and how true patient satisfaction comes from culture, consistency, and human connection rather than checklists. The “9 ½ principles” he outlines are practical, memorable, and applicable not just to healthcare leaders, but to anyone working in patient care who wants to build trust and loyalty. Pros: Clear, relatable examples from Disney and healthcare Challenges common assumptions about service excellence Practical principles that can be applied in real-world settings Inspiring perspective for leaders, clinicians, and staff alike Cons: Some examples lean more toward leadership-level challenges rather than front-line staff issues Best suited for those interested in healthcare administration and culture change This book is an engaging and thoughtful read that reframes patient care through the lens of experience. If you’re looking for new ways to inspire staff, improve patient satisfaction, and create a lasting culture of excellence, Fred Lee provides both the vision and the tools to get there.

This is a great book for anyone in a service industry to read. It's thought provoking and clearly organized with a number of illustrative examples and stories. The writing is by no means literary, but it is not poorly written. It has real substance which sets it apart from many similar books. Although the vignette in each chapter are helpful, at times they are verbose and so numerous as to obscure the central teaching of any given chapter. The book would be better if the "human interest stories" were cut back significantly. The substance/rules/"things" are really tools for thinking about the problems you face when running a hospital and striving for service excellence, rather than implementable solutions to those problems. This is both the book's greatest strength and greatest weakness. The author closes by cautioning readers not to fall into the "great ideas but how do I implement them" trap. This is sophomoric. Although no reasonable reader will expect tailor made solutions, trimming the gratuitous congratulatory mentions of various nurse managers and spending more time on the details underlying their success would have been helpful. Bottom Line: Good use of money and time, would recommend. Cliff Notes: - What people believe is more important than the truth - Organize around courtesy not efficiency - You want loyal patients (5/5) not satisfied (>3/5) patients - Experience is king, A fancy coffee shop can sell a cup of coffee for more than a dinner and more than the cost of raw materials - Find people who intrinsically want to do well and tap into that desire. You can't use extrinsic motivate to make them care. - Habits are the best intrinsic motivation, imagination and willpower of less effective, compliance is least effective.

Fantastic read. Bought this for my book-club at work and it has been very good so far. There is a lot of great advice that really relates to my hospital setting and how we can improve. The book will leave you yearning to work at Disney or to make your hospital the same way. We just need more visionary leaders in the C-suites across America though. Without leaders who will utilize and implement this way of thinking, it is just a dream.

Ok. Let us consider it realistically and professionally. Nothing to say about the book more than what all others have said. Simply great. However, enjoying a book is not, and will never be, a goal in itself. What matters is what benefit you can get out of IMPLEMENTING what is in it. In our case, this can be done on two conditions. The first and simple one is that everyone (I mean it) in your hospital should read and understand the book (this includes housekeepers, security guards, gardeners, ..etc). Now comes the second and difficult condition, that is creating a culture, a working environment, an atmosphere that adopts and supports the values and ideas in the book. Unfortunately, at least to me, this seems impossible. I am not saying that culture change or improvement is impossible. Go ahead. Do your best. We all should. I am trying to point out that trying to implement what is in the book will lead you to find out that you actually are trying to create "the city of virtues". No one could. No one will ever be able to. A wise management professional once said: "in theory, there is no difference between theory and practice. In practice, there is!". Read this book at any cost. Buy it, borrow it, or even steal it!

I've worked in healthcare facilities for over 25 years, and was interested in Fred Lee's take on what can be done to improve service. If Disney ran your hospital, it would look a lot friendlier, respond to your needs immediately, and it would keep you safer and healthier. The strengths of Fred Lee's easy to read book, in my opinion, are: it speaks in plain English, not healthcare/management jargon includes many fine stories, that reflect real life in healthcare facilities proposes things that people could actually be doing aims right at middle management, the biggest obstacle in healthcare It costs nothing to show courtesy, to smile, to make the customer more important than the "policy." Unfortunately, the recent recession has made healthcare management behave even worse, because people are in such fear of losing their jobs. Sad, but true.

Love this book. Matter of fact. One can apply this concept to any business and I can't wait to do so. I especially like the last chapter on Knowing and Doing.

Muito melhor do que imaginei! Vou comprar para meus sócios. Com ele vc entende o motivo de em alguns lugares não ir para frente

I purchased this book for a present and I received it on a very poor condition (after spending more than $40 on it). Very disappointing. Regarding the book and its content, is great and quite recommendable (if you can purchase it on other places).

I could read it again and still learn more. Fred lee really helped to put what we think is a complex concept into a definable, distinguishable thought and action. I really enjoyed the many examples and stories. I am going to try to incorporate these values and principles into my day.

Plantea una mejor manera de entender la misión de las empresas de una manera clara y práctica. Está ya teniendo efectos positivos en el proyecto de emprendimiento del nuevo hospital, con servicios de calidad a precios accesibles, que estamos llevando a cabo en México.