Going From Good to Great

In Patient Perceptions

Fred Lee

Table of Contents

1. Focus on What Can’t be Measured

2. Make Courtesy More Important Than Efficiency

3. Regard Patient Satisfaction as Fool’s Gold

4. Measure to Improve, not to Impress

5. Decentralize the Authority to Say “yes”

6. Change the Concept of Work from Service to Theater

7. Harness the Motivating Power of Imagination

8. Create a Climate of Dissatisfaction

9. Cease Using Competitive Rewards to Motivate People

10. Close the Gap Between Knowing and Doing

If Disney ran your hospital you would…

If Disney

Ran Your

Hospital You

Would...

1.

Focus on What Can’t Be

Measured

Measurement

Outcomes Perceptions

Clinical Financial Satisfaction Loyal FanGood to Great

No Complaints

On Measurement

“Not all that can be counted, counts. And not all that

counts can be counted.” -- Albert Einstein

“The most important figures one needs for management

are unknown and unknowable…(invisible also

used)…What is the value, for instance, of the multiplying

effect of a happy customer and the opposite effect from

an unhappy customer…(or the) Loss from inhibitors to

pride of workmanship?”

-- W. Edwards Deming, Out of the Crisis, p. 122

You can’t manage perceptions in the

same way you manage outcomes.

Objective, Measurable

Created by systems & teamsMap and study process steps

Improve technical competence

“Zero defects” thinking

Reduce variation / standardize

Based on what you do

Eliminate carelessness

Subjective, Impressions

Created by individualsTake action -- just do it!

Inspire attitudes and behaviors

“Best possible” thinking

Increase variation / individualize

Based on what you say

Eliminate avoidance

Managing Outcomes Coaching Perceptions

80% of our PI scores 80% of our PS scores

If Disney

Ran Your

Hospital You

Would...

2.

Make Courtesy More

Important Than

Efficiency

Paradox: Customer First is More Efficient

Results in overall

organizational

inefficiency

Results in overall

organizational

efficiency & teamwork

unit efficiency first courtesy first

internal focus

unresponsive

compete for resources

external focus

responsive

share resources

If Disney

Ran Your

Hospital You

Would...

1. Safety

2. Courtesy

3. Show

4. Efficiency

Disney’s Quality Priorities

Disney’s Elements of Guest Experience

• Cast

• Setting

• Process

About our service?

About guest experience?

For the staff?

For the guest?

Efficiency first?

Courtesy first?

CAST Coaching: Key Driver in

Patient Perceptions

Manage

Coach

Create

1. Safety

2. Courtesy

3. Show

4. Efficiency

Disney’s Quality Priorities

What’s missing for patients? Internal customers?

Hospitals

What’s the greatest difference between

our customer and Nordstrom’s?

We’re not in the service business. The ways we are

different are greater than the ways we are the same.

Courtesy

Compassion

CompetenceIncompetence

Rudeness

Indifference

Enemy

is not..

This is about

Three enemies of caring

Judging

Avoidance

Carelessness

Enemy

Is…

What I Feel

What I Say

What I Do

Wilderness Lodge valets

Our Service Or Their Experience?

High anxiety

PainNo Pain

Low anxiety

Courtesy

What you say

No clinical effect

Compassion

What you feel

Clinical effect

Depends on the emotional needs of the patient.

Service paradigm Experience paradigmOR

Fred Lee / CSP Groep

Focus

• Patiënt perceptie

– Van Goed naar Excellent

• Loyaliteit

– Patiënten & medewerkers

• Reputatie als fundament

Informatie

• www.fredlee.nl

• www.cspgroep.nl

Activiteiten

• Speeches

• Seminars

• Masterclasses

• Workshops

• Consultancy

Contact in Nederland

• Frits van den Assem

– +31(0)6 53 15 05 84