**There are limited quantities of the Dutch version available.**

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Quantity Discounts are available for this book. Please refer to the chart below for pricing information.

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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 has the unusual distinction of having been both a senior vice president of a major medical center and a cast member at Disney University. At Disney, he helped develop and facilitate Disney’s healthcare version of its 3-day seminar, Disney’s Approach to Quality Service, and a new seminar on Customer Loyalty.

With an insiders experience and a keen eye for cultural comparisons, he is author of a new healthcare best-seller, If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently, which has been awarded the 2005 Book of the Year from the American College of Healthcare Executives.

After his experience at Disney and the success of his book, he now travels the country speaking to hospital leaders about how to take a culture from good to great using unique ideas from Disney that are not common in the service industry.

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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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If you are ordering from a country outside of the United States - including Canada and Mexico - your order must be placed using our printable International Order Form. This order form is available in.pdf format. Please download and print the International Order Form and then submit your order by Faxing, E-Mailing or Mailing the completed order form using the contact information below.

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Fax your completed International Order Form to (406) 586-5672.

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Second River Healthcare Press
26 Shawnee Way, Suite C
Bozeman, MT 59715