If Disney Ran Your Hospital: Some Things You Would Do Differently...
presented by Ontario Hospital Association
Course name: If Disney Ran Your Hospital: Some Things You Would Do Differently...
Course duration: April 7, 2008
Location: Marriott Toronto Bloor Yorkville
90 Bloor Street East, Toronto
Course code: EP 256
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 the most vital things that earn Disney the love of their guest and employees.
Fred Lee explains the vexing reality that patient satisfaction is a “fool’s gold” and most of our unquestioned approaches to service will not lead to patient loyalty. He takes critical aim at service excellence initiatives, quality and performance improvement efforts, and patient satisfaction surveys. Through models and illustrations Lee will demonstrate why these and other common methods and tools may actually mask the critical factors in creating loyalty.
Improving patient perceptions takes a completely different cluster of leadership talents than improving outcomes. Managers will learn the critical factors in coaching for improved perceptions. Lee will further heighten our understanding by asserting that Disney is not a service, and neither are hospitals. Using principles from the experience industry we can raise our sights above mere service and meet the unique needs of our patients.
Lee’s captivating presentation is filled with pertinent stories and practical examples, which will leave attendees inspired with fresh insights and energized with hope.
Conference attendees will be provided with a copy of Fred Lee’s award winning book “If Disney Ran Your Hospital: 91/2 Things You Would Do Differently.”
Agenda
Who Should Attend
Faculty
Registration Information
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Contact for further information:
Gertrude Fernandes
Educational Services, Ontario Hospital Association
200 Front Street West, Suite 2800
Toronto, Ontario M5V 3L1
Phone: (416) 205-1398
Fax: (416) 205-1340
Email: gfernandes@oha.com