| Description |
203 pages : illustrations ; 22 cm |
| Note |
"Cultural insights from a hospital executive who became a Disney cast member"--Cover. |
| Bibliography |
Includes bibliographical references. |
| Contents |
Redefine your competition and focus on what can't be measured -- Make courtesy more important than efficiency -- Regard patient satisfaction as fool's gold -- Measure to improve, not to impress -- Decentralize the authority to say yes -- Change the concept of work from service to theater -- Harness the motivating power of imagination -- Create a climate of dissatisfaction -- Cease using competitive monetary rewards to motivate people -- Close the gap between knowing and doing. |
| Summary |
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 1/2 principles that will help hospitals gain the competitive advantage that comes from being seen as "the best" by their own employees, consumers, and community. |
| Subject |
Hospitals -- Administration.
|
|
Hospitals -- Administration. |
|
Patient satisfaction.
|
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Patient satisfaction. |
|
Consumer satisfaction.
|
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Consumer satisfaction. |
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Health services administration.
|
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Health services administration. |
| Added Author |
Second River Healthcare Press.
|
| Added Title |
9 1/2 things you would do differently |
|
Cutural insights from a hospital executive who became a Disney cast member |
| ISBN |
0974386014 (soft cover) |
|
9780974386010 (soft cover) |
|
0974386006 (hardcover) |
|
9780974386003 (hardcover) |
|
