We often get asked for recommended reading lists. We’re delivering! These semi-weekly posts feature a book we highly recommend to learn more about business, philosophy, and different perspectives to help you run your business. Do you have a recommendation that’s not on the list yet? Mention it in the comments!
This Week’s Recommendation: If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently
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.