Applying Disney Principles to Boost your Patient Satisfaction

562 Words2 Pages
bulb-icon

Recommended: Disney america case study

Applying Disney Principles to Boost your Patient Satisfaction More and more as healthcare facilities are linking reimbursement back to patient satisfaction, there is increased accountability to deliver an exceptional patient experience. Really, who does customer service better than Disney? Let’s tap into how applying some of Disney’s basic principles can actually boost your patient satisfaction. Disney Point #1 - In order to delight your customers, you must put your employees first! Employees are often your first and last points of contact for patients. Creating the opportunity to empower your employees to provide exceptional service is key. Proper training, and placing the tools in your employees hands to “wow” your customers, enables you front-line to be more efficient with issue resolution. Listen to your employees. A management team placing value on the concerns or suggestions from your front-line shows your commitment to them and their needs. When an employee feels their employer truly values them, they are happy and engaged. That excitement and enthusiasm is passed o...

Show More
Related

  • Be Our Guest Rhetorical Analysis

    514 Words  | 2 Pages

    Going to every length to meet and exceed the expectations of their guests, Disney has one common purpose, which is to make people happy. If the common purpose and company standards are not taken farther than just merely a statement, they will do very little for the good of the company.

    Read More

  • Implementation Of Orchid Leadership Rounding Tool

    1111 Words  | 3 Pages

    Due to the increasing financial implications, patient satisfaction has become a growing priority for health care organizations, as well as transitioning the health care organization’s philosophy about the delivery of health care (Murphy, 2014). This CMS value based purchasing initiative has created a paradigm shift in health care in which leaders and clinicians must focus on patient centered care and the patient experience which ultimately will result in better outcomes. Leaders and clinicians alike must be committed to the patient satisfaction. As leaders within the organization, these groups must be role models and lead by example for front-line staff. Ultimately, if patients are satisfied, they are more likely to be compliant with their treatment plans and continue to seek follow up care with their health care provider, which will result in decreased lengths of stay, decreased readmissions, increased referrals and decreased costs (Murphy, 2014). One strategy employed by health care leaders to capture the patient experience, is purp...

    Read More

  • Analysis: The Good By Eliyahu M. Goldratt And Jeff Cox

    1761 Words  | 4 Pages

    Without good customer service and keeping your promises, your company would have loyal customers. According to 5 Focusing Steps, “If you’re not yet sold on the idea, consider that a 2 percent increase in customer retention has the same effect as decreasing costs by 10 percent. Not only that, but it costs over six times more to get a new customer than it does to keep one.” Customer satisfaction should be a golden rule of all companies.

    Read More

  • If Disney Ran Your Hospital

    2487 Words  | 5 Pages

    According to Fred Lee (2004) hospitals use clinical results and process improvement as a gauge of quality as this data can be readily measured and objective. Conversely, patients judge the quality of care by individual perception. Therein a gap of what the patient’s perception of quality care and how the healthcare providers perceive quality of care is created. The purpose of this paper is to discuss the Gaps Model of Service Quality while comparing the findings of the work done by Fred Lee in the book, If Disney Ran Your Hospital: 91/2 Things You would Do Differently.

    Read More

  • Service Excellence In The Disney's Parks Case

    774 Words  | 2 Pages

    “Service Excellence can be defined as what business chooses not to do well” – (Frei, 2008).

    Read More

  • Swot Analysis In Healthcare

    704 Words  | 2 Pages

    Patients make up a huge part in achieving service excellence for the healthcare industry. My healthcare facility helps the patients redeem themselves and correct with sensitivity. The patients are my customers, and my healthcare facility must remember our mission and vision of giving spectacular healthcare to our customers who are our priority. By giving quality customer service, my healthcare facility earns the gratitude and patronage of its patients. The patients pass their experiences to their families and that keeps my healthcare facilities’ reputation successful

    Read More

  • 10 Minute Mindfulness

    905 Words  | 2 Pages

    increases in patient satisfaction, which in a hospital setting is important not only for our

    Read More

  • Importance Of Professionalism In Medical Office

    735 Words  | 2 Pages

    Healthcare professionals in the medical office should be friendly and open. Patients entering the medical office should be greeted immediately with a smile and having a gentle touch also let the patient know you care. “Healthcare professionals in a medical office are held to a higher standard than most professions because they are dealing with the dignity of patients and the ability to be healed” (Wolff). Educating the staff to be professional in the medical office represents the office as being excellent in patient care. Patient-centered care success is required by the whole office which is treatment and patient experience, from the time they enter the office until they leave.

    Read More

  • Chick-Fil-A Customer Service Habits

    482 Words  | 1 Pages

    Customers are in awe of the stance this company has taken not only for the customer service but the way they tend to care and want the best for their employees. It has been proven time and again that a great management team can create a great working atmosphere and that initially trickles downhill to the other employees that are hands on with the customers. It’s simple, happy employees equal happy

    Read More

  • Future Direction in Healthcare in America

    795 Words  | 2 Pages

    Health care must be fully accountable for quality and the patient experience is simply the patient's perception of quality. Society should question and debate on how healthcare organizations should show improvement for consumers. This can help organizations create reliable health coverage cost and evaluate medical performances for families and individuals in the future. Physicians and organizations are now evaluating patients with collection of electronic data to improve a patient’s...

    Read More

  • Analysis Of The Walt Disney Company

    1325 Words  | 3 Pages

    They include: excellence in leadership, excellence in casting, guest satisfaction, financial results, and repeat business (Coverly, 2013). As it pertains to leadership excellence, Walt Disney is cognizant of the fact that communication is indeed the key driver and foundation for a collaborative culture within the company. Therefore, in this regard, the company encourages the cultivation of collaboration by essentially creating an enabling environment where ideas are spoken without fear of favoritism. Hence, Walt Disney promotes the use of positive language as part of its strategy of fostering leadership and collaboration. The use of positive language lays a basis for the realization of excellence in casting as one of the company’s policies. It is necessary to note that according to Coverly (2013), Walt Disney does not refer to its staff as employees; rather, the company classifies them as casts within the whole business arena. This concept, as Coverly (2013) continues to elaborate, emanates from the cognizance by the company that each employee has an intrinsic and unique role to pay within the company. As such, it is more natural to refer to them as casts, rather than the traditional “employee” notation. This strategy is very influential in generating and sustaining employee motivation which stems

    Read More

  • What Are The Pros And Cons Of Customer Service In Healthcare

    1438 Words  | 3 Pages

    I have worked in healthcare for over 13 years and I have seen the issues that can arise regarding customer service firsthand. The company I work for is starting to have trainings and meetings to improve customer service to our clients. Don’t get me wrong some strive to help the patient and go above and beyond as others are burn out and feel like they just need to get the patient in and out without really understanding the patient’s needs or concerns. Unfortunately, there is a growing concern about customer service in healthcare with Healthcare Reform happening in the US today. Of course the actual Affordable Care Act has its pros and cons, and everyone has their own opinions on the subject and what should happen. But we can all agree that the patient and care received should be the first priority before the doctors, healthcare workers and insurance companies.

    Read More

  • Leadership Style Reflection

    2006 Words  | 5 Pages

    Values remind me of ethics and morals, necessary in any walk of life and imperative in the work place. These concepts are guidelines in which employees need to follow to be successful. “Values represent basic convictions that a specific mode of conduct or end-state of existence is personally or socially preferable to an opposite or converse mode of conduct or end-state of existence.” (Robbins, 136) Integrity, courage, service, wisdom, respect and goal setting are a few of the values that are most crucial to me and what I hope to achieve within any work place setting. Values should be lived every day in the work place and should exemplify the

    Read More

  • Essay On Teamwork In The Workplace

    982 Words  | 2 Pages

    How can health care professions make the patient experience better in a hospital? There are numerous answers to this question, and in this area there is always room for improvement. The responsibility falls onto the employees at the hospital, and the biggest way they can tackle this goal is to have efficient teamwork. This is a broad topic itself, so how might it be achieved? The first step in great teamwork is communication. The next step is to have a strong leader that can bring everyone together. One final step that is important in achieving teamwork is having a group of people that have a common goal. “By its very nature, much of teamwork is distributed across, and not stored within, interdependent people working toward a common goal.” (Gorman, Dunbar, Grimm, & Gipson. 2017) In this case, the common goal should be to better the patient experience. These groups of people--the co-workers, need to be

    Read More

  • Lincoln Electric Company Case Study

    1077 Words  | 3 Pages

    If the organization succeeds then the employees also succeeds. Employees must see the bigger picture and must feel that they are part of the organization and not just a one man show.

    Read More

More about Applying Disney Principles to Boost your Patient Satisfaction

Open Document