“How to wow: delivering compassion in every emotional interaction
Fred Lee was ahead of his time when he wrote If Disney Ran Your Hospital in 2004 as he was the first to bring together the disciplines of customer experience and quality improvement in hospitals. These concepts are the yin and the yang of excellent patient care – patients may see improved clinical results on their discharge notes but the patients may not feel any better!
Lee recognized the perception of care, the genuine connection with every patient and their personal story create that all important pixie magic dust called trust. Without trust, you could be the best care giver in the world technically, but the patient would be withholding vital pieces of information in their medical history that would be critical to their prescribed medical plan, therefore affect the efficacy of their overall treatment.
The stories Lee told from his time working at Florida Hospital and Disney remain fresh and I continue to use in our patient experience workshops in the UK. Who can forget the porter who decided to speed up with his wheelchair before entering the Outpatients department to test his assumption that the patient’s perception is their reality? Or the welcoming Disney car park attendant striking up friendly conversation with each arrival by simply looking at the car bumper stickers and finding a way to connect and make their guest feel at ease.
If Disney Ran Your Hospital is a must read for everyone working in healthcare who are creating memories of excellent care experience for every patient in a consumerist age.”
Director, National Health Service (NHS) – Elect