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ACHE's 2005 James A. Hamilton Book of the Year

 ~A Healthcare Best-Seller with over 500,000 copies sold~

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The 9 1/2 principles in this highly personal and refreshingly written book will help any hospital team gain the extraordinary competitive advantage that comes from being seen as “the best” by their own employees, consumers, and community. It takes profound knowledge, not usually taught in business schools, to create and maintain an environment where people feel they are working with friends who share a common dream of making patients and communities their loyal fans-a place where:

• Employees say, “I love to work here.”
• Managers say, “I love the people I work with.”
• Caregivers say, “I love our patients.”
• Patients and families say, “We love this hospital.”

Loyalty is an organization’s best source of long-term strategic advantage. But unlike traditional service organizations, Disney does not provide a service. Neither does your hospital. They both provide an, “experience.” Disney is the premier example of this newly evolved economic category and hospitals would do well to emulate themost vital things that earn Disney the love of their guests and employees.

Like his popular seminars, in these pages Fred Lee addresses the vexing reality that most of our approaches to patient satisfaction will not lead to patient loyalty. He takes aim at service excellence initiatives, quality and performance improvement efforts, and patient satisfaction surveys, dispelling some of our most cherished beliefs about loyalty and leadership.

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 in every healthcare leadership curriculum. If you have wondered why so much of what is done in the name of service excellence in healthcare has not lived up to its promise, this book is for you.

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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.PatientLoyalty.com.

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“When If Disney Ran Your Hospital...arrived, I skimmed it—like I do with more than 60 books a year. Then, on a coast-to-coast flight, I read every page with a hi-liter in hand. Uncommon wisdom, high-leverage advice. The book is now required reading for graduate students taking my course in health services marketing at the University of Washington. Bravo Fred!”
Dennis D. Pointer, PhD, Austin Ross Professor, Department of Health Services, University of Washington

“Fred Lee’s message speaks to the heart of nursing leadership. This is exactly what nurse executives are looking for...a practical guide with vivid illustrations and profound insights that can be put to use immediately. It goes to the core of leadership in a healing organization.”
Pamela Thompson, CEO of the Association of Nurse Executives

“Fred Lee is exceptional! His real life experiences combined with his intellect, compassion, and courage create an unforgettable experience for anyone who hears his message.”
Kimberly Palazzi, JCAHO & Service Excellence Coordinator, Hunterdon Medical Center

“This book is a must read for any healthcare provider, especially physicians. Fred Lee’s approach is direct and refreshing. It truly requires a cultural change for every department.”
Larry Sullivan, MD, Director of Emergency Services, Decatur General Hospital

“This groundbreaking work challenges several assumptions that have defined the customer service philosophy for healthcare. Filled with illuminating cases from the author’s and responsible ethics to define how those served by healthcare should be treated. I highly recommend it.”
James J. Londis, Ph.D, Director of Ethics and Corporate Integrity, Kettering Medical Center Network

“I wish I had read this book when I was a hospital CEO. I would have given one to every employee.”
Jerry Pogue, Publisher, Second River Healthcare

“Fred Lee is one of the most insightful people I know regarding leadership development and building customer loyalty. Our management team has rated him as one of the best speakers to ever present to our organization.” - R. Lynn Wilson, President & CEO of BryanLGH Health System

“I highly recommend Fred Lee to anyone who is serious about exceptional service. He has provided consultation and training to the employees, physicians and leadership of Metroplex Adventist Hospital for many years. His style of presentation is clear, practical and very effective.”
Ken Finch, President & CEO of Metroplex Adventist Hospital

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