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If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently, by Fred Lee
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2005 ACHE Book of the Year. Fred Lee's award-winning bestseller on Audio CD. There are 8 discs in the set. The 9 1/2 principles in this highly personal and refreshingly written book will help any hospital team gain the extraordinary competitive advantage that comes from being seen as "the best" by their own employees, consumers and community. Like his all day seminars, in these pages, Lee addresses the vexing reality that most of our approaches to patient satisfaction will not lead to patient loyalty. He takes aim at service excellence initiatives, quality and performance improvement efforts and patient satisfaction surveys, dispelling some of our most cherished beliefs about loyalty and leadership.
- Sales Rank: #243234 in Books
- Published on: 2005
- Running time: 520 minutes
- Binding: Audio CD
Most helpful customer reviews
5 of 5 people found the following review helpful.
Very readable and enjoyable... Hope hospitals "get it" before I need one as a patient!
By knb53
I "read" the audio version... very well done. Well written, just the right mix of theory and stories, and for the audio version, the reader was excellent.
And I find this book hopeful... as a physician with 30+ years in medicine, I have a grave fear of the time when I become a ward of the medical-industrial complex. In general, it is not patient-centric, nor in some cases, imbued with much common sense. This is a sad reality. This book won't fix all that ails us, but the ideas presented, and the spirit contained therein, are a great start.
Highly recommend!
4 of 4 people found the following review helpful.
A decent reading of an important book (for Hospital Executives)
By RMurray847
This book is getting a little long in the tooth now...but if you're a hospital exec looking to get a better handle on your customer satisfaction / net promotor scores, it is essential in my opinion. It's a great reminder of the "early days" of customer sat in healthcare, and really sets the groundwork for things like Value Based Purchasing.
The book is a good read, easy and fast. It is written in a conversational tone and gives great, specific examples. It can be ACTED UPON quickly. I enjoy reading it.
However, I'm now finding that it's easier for me to "read" business books via audiobook. Great way to spend my time in the car. The conversational tone of this book really lends itself to the audio format. The narrator is the author, Fred Lee. He's good at conveying the meaning of his book and overall is good. Occasionally, he trips over words and his voice is not exactly "radio star" quality. And the music that leads in and out of each chapter is AWFUL. But these are minor complaints compared to the value I get from having these discs.
The audience for this product is tiny...but if you're in that audience, you NEED this (either CDs, book or both). It's time well-spent helping to refocus on what TRULY makes your customers (patients) loyal and satisfied.
0 of 0 people found the following review helpful.
Good customer servcie book
By C2
Being in the medical career, I am always on the lookout for good ideas dealing with customer service. I didn't know what to expect with this book. The author presents some good material. I was just thinking it might be a bit more entertaining, but it still presents some great information that anyone can learn from
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