I have the CDs of Fred Lee's book and have been totally energized. As a director of nursing, I can't wait to share these concepts with my staff. I plan on purchasing the book as well. I can't think of a book I would recommend more for managers. The concept of going above and beyond to provide a memorable experience for your patients is by far the best marketing tool I can implement.
Compassion is key.:
This book hits the purpose of healthcare on the head. Anyone who has ever had anything to do with healthcare can relate to this book. Compassion is key.
It's time for a paradigm shift in healthcare:
I attended a lecture by Fred Lee, where he discussed some of the points brought up in his 9 1/2 Things book, and I was very impressed. First of all, I am a huge Disney fan, and I know that the Disney method transcends the typical service model, and focuses on the entire process as an "experience". Mr. Lee, in this very insightful book, delves into how this can be applied to healthcare. And why should it not be applied to healthcare? In healthcare, there is a tremendous opportunity for caring and... more info
Book has wider appeal than health care:
This book is specifically targeted towards customer service in hospital settings, but it is very easy to apply the ideas to other situations. There are also discussions of units with only internal customers, and these sections are broadly applicable to government, business and non-profit organizations.
