If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently - Couverture rigide

Lee, Fred

Couverture rigide

ISBN 10 : 0974386006 ISBN 13 : 9780974386003

Editeur : Health Administration Press, 2004

Synopsis

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 hospitalsâ 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 "" principles that will help hospitals gain the competitive advantage that comes from being seen as ""the best"" by their own employees, consumers, and community.

A propos du livre

À propos de l?auteur

Previously, Fred Lee has been both a senior vice president of a major medical center and a cast member at Disney University. Disney recruited him because of his expertise in helping hospitals achieve a culture that inspires patients and employee loyalty. At Disney, he helped to adapt and facilitate Disney's approach to quality service and to develop its newest seminar on customer loyalty.

Détails de l'édition

• Éditeur: Health Administration Press
• Date d'édition: 2004
• Langue: anglais
• ISBN 10: 0974386006
• ISBN 13: 9780974386003
• Reliure: Relié
• Numéro d'édition: 1
• Nombre de pages: 215
• Coordonnées du fabricant: non disponible
• Personne responsable: GS1 Slovakia; https://www.gs1sk.org; ; Nantersk� 23; Žilina; 010 08; Slovaquie