Quotes from Fred Lee

If all the world is a stage, then acting, allowing ourselves to be touched by the experiences of others, is the means by which the world can become connected in understanding and love

The truth is that our competition is anyone our customers compare us to.

patients judge their experience by the way they are treated as a person, not by the way they are treated for their disease.

From where most hospital managers sit, Disney looks like a picnic compared to the fiscal, legal, and regulatory nightmare they face every day in a high-risk environment over which they have very little of the kind of control they would have at Disney.

2002 report on Competing for Service from the Healthcare Advisory Board, this topic heads the list as the most requested topic for future reports. Their 1998 Report on Service Excellence was their all-time best-seller.

national inpatient-satisfaction scores have been falling. One survey placed the IRS at number 27 and hospitals at number 28 on a list of 30 industries measured.

Sense people's needs before they ask (initiative). Help each other out (teamwork). Acknowledge people's feelings (empathy). Respect the dignity and privacy of everyone (courtesy). Explain what's happening (communication). In the passing years tens of thousands of patient-satisfaction surveys from a score of research companies have validated these five behaviors as having the highest correlation with overall satisfaction and loyalty.

The Disney Approach to Quality Service for the Healthcare Industry.

I believed that the worst thing you can do for a poorly delivered service is to get more physicians or patients to try it and find out how bad it is.

Explain what's happening (communication). In