Customer Reviews:
Showing reviews 1-5 of 20
 Great information to start a culture change August 18, 2009
JML (Springfield, Mo)
This book helps identify the behaviors needed to start a culture change in healthcare organizations. It encourages the reader to trial behavior change by providing examples based on Mr. Lee's experience in both hospitals and Disney. It shows a path that's not safe and comfortable, but very exciting!
Inspiring book on health care April 19, 2009
Doug Wilson
2 out of 2 found this review helpful
What an outstanding, inspiring book! It explains what perhaps ought to be obvious, but isn't talked about much: that patients will develop loyalty to a health care provider or organization if they feel cared for. Creating this experience for the patient is the responsibility of everyone on the health care team, from physician to administrator to janitor. The book is packed with ideas and anecdotes that can help you change the way you and your team approach your job. As chief of staff at our hospital, I'd like to see everyone here read it.
 Don't waste your money. (ZERO Stars) March 3, 2009
Doctor (Manhattan)
4 out of 9 found this review helpful
Complete waste of $22. A sometimes amusing read, but ultimately of little practical value. The book is an overly simplistic re-hashing of basic customer service tenets that doesn't say anything new.
Beyond basic cutomer service focus (a critical success factor for ANY business), the idea that Disney has anything to teach us about how to run hosptials is a stretch, at best (and a more likely a counterproductive fantasy). A hospital is not a luxury resort, an operating room is not a ride, a surgeon is not a cute tour guide in a uniform. Nobody dies if they can't afford to go to Disney World.
There is a lot that can be improved in our hospitals and our healthcare system, but I hope we can find better role models than the Disney Corporation.
There are much better and more appropriate models for quality service delivery in healthcare. The simplistic thinking behind the premise of this book is not going to tell you anything you shouldn't already know.
Magic not just for Hospitials February 13, 2009
R. Duncan (Mississippi , USA)
2 out of 2 found this review helpful
I have read just about everything pertaining to marketing Long Term Care and this book has made the most impact. It has truly changed my life in my career. The 9 1/2 things to different aren't just common sense they are an outline to success. I enjoyed it so much I went to Disney Institute to take the class. I have used this book as a training manual and as required reading for my marketing directors. I recommend this book to anyone who really wants to change their environment and make a difference in health care. It is hard to read this book and not want to make your own magic.
 Makes you think January 19, 2009
J. Henderson
1 out of 1 found this review helpful
As a practicing physician, I'm very glad to have this book. I'm still not entirely sure how to institute all of the principles presented (as a small cog in a large machine), but some of the book's insights are immediately applicable. This is a book that makes you step back and rethink everything that you thought you knew about the business of patient care.
Showing reviews 1-5 of 20
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