That is the question that Fred Lee answers in his best-selling healthcare management book, If Disney Ran Your Hospital; 9 ½ Things You Would Do Differently. Using examples from his work with Disney and as a senior-level hospital executive, he challenges the assumptions that have defined customer service in healthcare. You might be asking yourself, “What do Disney and hospitals have in common???” Mr. Lee asserts that both provide an “experience,” not just a service. In the same way that Disney can earn the trust and loyalty of their guests and employees, so can hospitals!
The Medical Tourism Association™ is thrilled that Mr. Lee has agreed to explain the 9 1/2 principles that are key to enhancing both the experience of the patients and the hospital’s employees at the 5th World Medical Tourism and Global Healthcare Congress that will take place this year in Ft. Lauderdale/Miami, Florida. With his guidance, any hospital team can gain the extraordinary competitive advantage that comes from being seen as “the best” by their own employees, consumers, and community. Attendees will have two opportunities to hear him present—-an in-depth workshop on Wednesday, October 24th or a shorter overview on Thursday, October 25th. Either presentation will be an invaluable opportunity to learn how to bring your healthcare services to a whole new level of excellence.
According to a 2009 Healthcare Advisory Board report, patient satisfaction scores have been stuck at about 82% for the past 10 years! If hospitals simply continue their same approach they will certainly never be able to break past this ceiling especially with international patients. Any hospital treating international patients should pay extra attention to patient satisfaction and always continue to strive for better results in order to stay competitive.