Synopsis of Book: Author Fred Lee calls managing today’s hospital “the hardest m

Synopsis of Book:
Author Fred Lee calls managing today’s hospital “the hardest management job in the world.” In his book, If Disney Ran Your Hospital, he focuses particularly on “those approaches that bring out the best behaviors in workers and provide the best emotional experience for patients.”
In his abstract, he writes, “When patients are pleased with their hospitalization, so are their physicians, and so are caregivers.” Fred Lee’s belief is that any healthcare team can find its way to greatness if it has the passion and competence to do so. If Disney Ran Your Hospital describes how Disney designs and trains around individual customer needs and wants, and how those principles can be applied in a hospital setting. The book highlights the differences between the culture of most healthcare organizations and Disney. Lee focuses on principles intended to improve patient perceptions and satisfaction with hospital services. At Disney, employees and management take a broad view of the competition. Competition is defined as anyone customers compare Disney to, rather than other theme parks. The same is true for a hospital. While clinical outcomes can be measured and compared to other hospitals, most patients do not make these comparisons. The highest correlation between the likelihood to recommend and overall satisfaction with a hospital is based on the perceptions of how one is treated as a person, not on clinical competencies. At Disney, there are four areas of constant quality focus and each has an order of priority: safety, courtesy, show, and efficiency. Disney’s highest priority is safety, just like hospitals. However, that is where the similarity ends. At hospitals, efficiency trumps courtesy most of the time. Since patients judge their hospital stays by courtesy and employees are managed according to efficiency, it is not surprising that little progress has been made in the quest for patient satisfaction and loyalty. If Disney ran hospitals, they would make courtesy more important than efficiency, thus aligning corporate values with patients’ key drivers for satisfaction and loyalty.
Here is the reference for the summary provided above:
Lee, F. (2004). If Disney ran your hospital. Bozeman, MT.
Assignment Instructions: Follow the steps below for this assignment:
Step 1: Click here to view the rubric to see how this assignment will be evaluated.
Step 2: Click here to access APA formatting guidelines, a video demonstrating how to set up an APA formatted paper, and a link to the Purdue OWL website for additional assistance with APA.
Step 3: This assignment will be in the format of an APA paper, which will include a title page, body (not to exceed 2 pages), and reference page. The entire paper should not exceed 4 pages in length.
Make sure your title page, body, and reference page are appropriately formatted according to APA guidelines. Also, remember you must use general APA guidelines which include typed (12 pt Times New Roman font), double-spaced, and 1″ margins on all sides.
You will need to have at least one additional resource (professional) for this paper (other than what has been summarized in Lee’s book above). Although Lee’s book is not a required textbook, I highly recommend that you take the time to read it when the opportunity arises. Step 4: Carefully read the information below to know what must be included in the body of the paper.
Below are 5 areas specifically discussed by bloggers who have attended Lee’s conferences. Select one of the 5 approaches mentioned during Lee’s conferences and tell me how you could apply this within a department of radiology and/or the actual profession of the radiologic technologist.
#1 of 5: Patient perceptions
#2 of 5: Courtesy is more important than efficiency
#3 of 5: Patient loyalty is more important than patient satisfaction
#4 of 5: Customer experience is more important than customer service
#5 of 5: Employee dissatisfaction is in; employee complacency is out
This response should be at least 1-2 pages (not over 2 pages please) in length and answer at least 3 of the following questions:
Why did you choose this specific approach to quality?
Specifically tell me how you could apply this within your practice.
How can you encourage others within your department to adopt this same practice?
Indicate what obstacles you anticipate with this approach or with its implementation.