Dit is een ingekorte versie van een presentatie van Fred Lee over zijn boek; \'If Disney ran your hospital\'

1. Going From Good to Great
In Patient Perceptions
Fred Lee

2. Table of Contents
If Disney ran your hospital you would…
1. Focus on What Can’t be Measured
2. Make Courtesy More Important Than Efficiency
3. Regard Patient Satisfaction as Fool’s Gold
4. Measure to Improve, not to Impress
5. Decentralize the Authority to Say “yes”
6. Change the Concept of Work from Service to Theater
7. Harness the Motivating Power of Imagination
8. Create a Climate of Dissatisfaction
9. Cease Using Competitive Rewards to Motivate People
10. Close the Gap Between Knowing and Doing

3. If Disney
Ran Your
Hospital You
Would...
1.
Focus on What Can’t Be
Measured

4. Measurement
Outcomes Perceptions
Clinical Financial Satisfaction Loyal Fan
Good to Great
No Complaints

5. On Measurement
“Not all that can be counted, counts. And not all that
counts can be counted.” -- Albert Einstein
“The most important figures one needs for management
are unknown and unknowable…(invisible also
used)…What is the value, for instance, of the multiplying
effect of a happy customer and the opposite effect from
an unhappy customer…(or the) Loss from inhibitors to
pride of workmanship?”
-- W. Edwards Deming, Out of the Crisis, p. 122

6. You can’t manage perceptions in the
same way you manage outcomes.
Managing Outcomes Coaching Perceptions
Objective, Measurable Subjective, Impressions
Created by systems & teams Created by individuals
Map and study process steps Take action -- just do it!
Improve technical competence Inspire attitudes and behaviors
“Zero defects” thinking “Best possible” thinking
Reduce variation / standardize Increase variation / individualize
Based on what you do Based on what you say
Eliminate carelessness Eliminate avoidance
80% of our PI scores 80% of our PS scores

7. If Disney
Ran Your
Hospital You
Would...
2.
Make Courtesy More
Important Than
Efficiency

8. Paradox: Customer First is More Efficient
unit efficiency first courtesy first
internal focus external focus
unresponsive responsive
compete for resources share resources
Results in overall Results in overall
organizational organizational
inefficiency efficiency & teamwork

9. If Disney
Ran Your
Hospital You
Would...

10. Disney’s Quality Priorities
1. Safety
2. Courtesy
3. Show
4. Efficiency

11. Disney’s Elements of Guest Experience
About our service?
• Cast
About guest experience?
For the staff?
• Setting
For the guest?
Efficiency first?
• Process
Courtesy first?

12. CAST Coaching: Key Driver in
Patient Perceptions
Manage
Create
Coach

13. Disney’s Quality Priorities
1. Safety
2. Courtesy
Hospitals
3. Show
4. Efficiency
What’s missing for patients? Internal customers?

14. What’s the greatest difference between
our customer and Nordstrom’s?
We’re not in the service business. The ways we are
different are greater than the ways we are the same.

15. Three enemies of caring
Enemy This is about Enemy
is not.. Is…
Compassion
Indifference What I Feel Judging
Rudeness Courtesy Avoidance
What I Say
Incompetence Competence Carelessness
What I Do
Wilderness Lodge valets

16. Our Service Or Their Experience?
Service paradigm OR Experience paradigm
Depends on the emotional needs of the patient.
No Pain High anxiety
Low anxiety Pain
Courtesy Compassion
What you say What you feel
No clinical effect Clinical effect

17. Fred Lee / CSP Groep
Focus Activiteiten
• Patiënt perceptie • Speeches
– Van Goed naar Excellent • Seminars
• Loyaliteit • Masterclasses
– Patiënten & medewerkers
• Workshops
• Reputatie als fundament • Consultancy
Informatie Contact in Nederland
• www.fredlee.nl • Frits van den Assem
• www.cspgroep.nl – +31(0)6 53 15 05 84