Fred M. Lee (1939–2017)

If Disney Ran Your Hospital
9 1/2 Things You Would Do Differently
Fred Lee

I read this book at the behest of my boss, a way of encouraging everyone to improve patient satisfaction. The author is a health care executive, who worked for a year as a Disney cast member, as the workers at the amusement park are called. It has the usual combination, for a management book, of optimism and stories supporting insights that are hard to translate into action. I do not think that any amount of management show more optimism will get my personnel to regard their jobs as a actor regards the performance. I do not think that the administration will ever eliminate, as this book recommends, monetary awards for performance, and performance reviews. They would like us to satisfy every patient, all the time, by being cheerful and denying the realities of working with sick people in a hard environment. I resist the certain knowledge, as I have become aware of it over the years, that effectiveness as a clinician is more correlated to my mood, cheerfulness, persuasive powers, and charisma than it is correlated with study and knowledge of medicine. show less

This groundbreaking work challenges several assumptions that have defined the customer service philosophy for health care. Filled with illuminating cases from the author's experience, it is a "must-read" for those who want intelligent, caring and responsible ethics to define how those served by health care should be treated. (James J. Londis, Ph.D., Director of Ethics & Corporate Integrity, Kettering Medical Center Network)

This was taught corporate wide about 2004, Fred Lee did lecture at UVU, video taped and DVD made. very few books left