Customer Comments:
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 Horray for Disney! November 13, 2008
I have the CDs of Fred Lee's book and have been totally energized. As a director of nursing, I can't wait to share these concepts with my staff. I plan on purchasing the book as well. I can't think of a book I would recommend more for managers. The concept of going above and beyond to provide a memorable experience for your patients is by far the best marketing tool I can implement.
 Compassion is key. January 7, 2008
4 out of 5 found this comment useful.
This book hits the purpose of healthcare on the head. Anyone who has ever had anything to do with healthcare can relate to this book. Compassion is key.
It's time for a paradigm shift in healthcare June 1, 2007
6 out of 7 found this comment useful.
I attended a lecture by Fred Lee, where he discussed some of the points brought up in his 9 1/2 Things book, and I was very impressed. First of all, I am a huge Disney fan, and I know that the Disney method transcends the typical service model, and focuses on the entire process as an "experience".
Mr. Lee, in this very insightful book, delves into how this can be applied to healthcare. And why should it not be applied to healthcare? In healthcare, there is a tremendous opportunity for caring and competent people to turn a frightening and intrusive process into an experience.
Sure, going to the hospital will never be a fun trip like a trip to Disney would be, but it can be one that is memorable for the RIGHT reasons rather than memorable for the WRONG reasons.
There are so many pieces of valuable information in this book that you'll need to keep it readily available as a reference tool.
Book has wider appeal than health care May 25, 2007
5 out of 6 found this comment useful.
This book is specifically targeted towards customer service in hospital settings, but it is very easy to apply the ideas to other situations. There are also discussions of units with only internal customers, and these sections are broadly applicable to government, business and non-profit organizations.
The Best Book on the Disney Approach...Period February 14, 2007
10 out of 10 found this comment useful.
"But I'm not in the hospital business." Neither am I. But I am a Disney Institute alumnus and an avid practitioner of the Disney Approach to People Management, Quality Service, and Loyalty; and I've found "If Disney Ran Your Hospital" more helpful than anything else in print. I think you will, too. Here's why. A number of books explain the principles and practices that drive Disney. Most are helpful, and one, "Be Our Guest" by the Disney Institute, is indispensable. But Fred Lee does one thing better than anyone else: he models how to transfer those principles to another industry. That's what he did at the Disney Institute and that's what he will help you do in your business. Granted, his applications come from healthcare. But along the way Fred Lee demonstrates how to translate and apply the Disney Approach outside of the Disney setting, and that's what's so helpful--he provides an example that the rest of us can follow. If you're interested in benchmarking the Disney Approach, you need this book. One more thing: Fred Lee can write. "If Disney Ran Your Hospital" is the best book on the Disney Approach...period.
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