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

2005 ACHE Book of the Year. Fred Lee's award-winning bestseller on Audio CD. There are 8 discs in the set. 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. Like his all day seminars, in these pages, 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.