If Disney Ran Your Hospital
IN THIS SUMMARY
Fred Lee’s experiences in hospital leadership as well as at Disney led him to believe that any healthcare team can find its way to greatness if it has the passion and competence to do so. If Disney Ran Your Hospital describes how Disney’s training focuses on individual customer needs and wants, and how their principles can be applied in a hospital setting. Disney is more concerned with customer loyalty than they are with customer satisfaction. If the only true source of loyalty for hospitals is the patient’s experience, and the only test of that experience is what patients say about it, then learning what creates the best experience for a patient should be the primary goal of hospitals.