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If Disney Ran Your Hospital - AUTOGRAPHED Hardcover - 3rd PrintingRRP:
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ACHE's 2005 James A. Hamilton Book of the Year ~A Healthcare Best-Seller with over 500,000 copies sold~
This captivating book filled with stories and examples will leave its readers inspired with fresh insights and energized with hope. It needs to be in every hospital manager’s library and required reading for every healthcare employee. Fred Lee had the enviable distinction of having been both a healthcare executive of a major medical center and a cast member at Disney University. With an insider’s experience and a keen eye for cultural comparisons, he shares his passion and concepts of creating an exceptional patient experience and compassion of caregivers. The 9½ principles in this engaging and refreshing book will help any hospital team gain the extraordinary competitive advantage. Some of those 9½ principles are:
One of the key thoughts of the book is to teach the main difference between a service and an experience. It will explain the three levels of care. The bottom layer is our competence, the next layer is courtesy, and the top layer is compassion. And finally, it teaches how to hire and coach for an individual’s “role” in the patient’s experience. One of Fred Lee’s favorite quotes by Johann Wolfgang von Goethe was: “Knowing is not enough. We must apply. Willing is not enough. We must do.”
Fred Lee (1939-2017) had the enviable distinction of having been both a senior vice president of one of the largest medical centers in the United States and a cast member at Disney University. Disney recruited him because of his expertise in helping hospitals achieve a culture that inspires compassion and elicits both patient and employee loyalty. At Disney, he helped adapt and facilitate Disney’s Approach to Quality Service for the Healthcare Industry. Using his insider’s experience and his keen eye for cultural comparisons, he wrote his best-selling book and shared his insights with healthcare groups all over the country and around the world. His seminars were dynamic, inspiring, and immensely practical. He motivated healthcare managers by talking their language, using real-life hospital examples, and having walked in their shoes. His lectures were captured during a two-day live seminar and are available on DVD at www.SecondRiverHealthcare.com. Fred won the 2005 ACHE James A. Hamilton healthcare book of the year award with his book, If Disney Ran Your Hospital: 9½ Things You Would Do Differently, which has sold over 250,000 copies in English and almost 250,000 copies in Dutch, Portuguese, and Korean. A bestseller, the book is being translated into Mandarin Chinese expecting to be released in China in 2017. From the time Fred wrote his book in 2004, he traveled with his wife and business partner, Aura (a former director of nursing in Orlando, Florida), lecturing across the United States, Australia, Belgium, Canada, South Africa, New Zealand, England, and The Netherlands, sharing his passion and teaching concepts of patient loyalty, the patient experience, and compassion of caregivers. Fred began his healthcare career at Shawnee Mission Medical Center in Shawnee Mission, Kansas, a suburb of Kansas City. During his five years there as vice president for marketing and development, he won several national awards for innovative approaches to patient satisfaction and loyalty. In 1990 he became a trained Baldrige examiner and a consultant in total quality management, instructing hospital facilitators in the Deming PDCA process improvement cycle. He was then invited to be a senior vice president at Florida Hospital in Orlando, where he developed a nationally acclaimed guest relations program. When Poudre Valley Hospital in Fort Collins, Colorado, won the national Malcolm Baldrige Award, their Chief Nursing Officer credits Fred Lee’s teachings with finally giving their managers a new approach to patient perceptions that brought them breakthrough scores that put them over the top for the Baldrige Award. In April 2015, Fred was appointed to the “My VA Advisory Committee” by Robert A. McDonald, Secretary of Veterans Affairs of the U.S. Department of Veterans Affairs. This was a prestigious appointment that let Fred share his passion with some of the leading healthcare leaders in the country. Although he was born in Kunming, China, spoke Mandarin Chinese, and his surname was Lee, he was not Chinese. His parents were Caucasian American missionaries who were also born in China to missionary parents. Fred’s greatest desire was for healthcare leaders and caregivers to instill these concepts for future generations. He will occupy a permanent place in American Healthcare’s Pantheon of Patient Loyalty, Patient Experience, and Compassion by caregivers. Fred Lee passed away on Sunday evening, March 26, 2017, of complications from neurosurgery due to glioblastoma. Fred M. Lee Author, Lecturer, and Guiding Light 08/08/1939 to 03/26/2017 He will truly be missed To learn more about Fred Lee and his passion for improving the Patient Experience & Patient Loyalty, please visit www.Heartwiring.com.
David T. Feinberg, MD, Vice President, Google Health, Mountain View, California (March 2020) Fred’s book resonated with me, reinforcing what I’d learned during my years as a child and adolescent psychiatrist: You have to treat patients like people with real lives. You need to provide for the whole person, giving them engaging, compassionate — and yes, even delightful — experiences. Top-notch care alone isn’t enough to help people heal and move forward. And when you treat your patients that way, everybody wins. Which is why, when I picked up Fred’s book just as I was embarking on my transition at UCLA, I realized, "Yeah, this is exactly the same journey that we're on." Tony Bennett, Chief Executive Officer, Encompass Health Rehabilitation Hospital of Panama City (February 2020) Sue Kong, Director, National Health Service - Elect, United Kingdom (February 2020) 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." Chantelle Percy, Former Veterinary Practice Manager, Pet Health Insurance National Team Leader (January 2020) I have been to Disneyland many times, and it is “The Happiest Place on Earth.” Fred makes your workplace “The Most Humane Place on Earth.” I recommend his book almost daily to colleagues in the Veterinary field." Mark David Jones, Former Disney Executive, President of Small World Alliance, Inc. Katie Lydon MSN, RN, NE-BC, CPXP--Director, Women and Children’s Services, NorthBay Healthcare Group, Magnet Recognized® (January 2020) Dennis D. Pointer, PhD, Austin Ross Professor (retired), Department of Health Services, University of Washington Pamela Thompson, CEO of the Association of Nurse Executives (retired) Kimberly Palazzi, JCAHO & Service Excellence Coordinator, Hunterdon Medical Center Larry Sullivan, MD, Director of Emergency Services, Decatur General Hospital James J. Londis, Ph.D, Director of Ethics and Corporate Integrity (retired), Kettering Medical Center Network Jerry Pogue, Publisher, Second River Healthcare R. Lynn Wilson, President & CEO of BryanLGH Health System (retired) Ken Finch, Former President & CEO of Metroplex Adventist Hospital Customers Who Viewed This Product Also Viewed |