Using examples from his work with Disney and as a senior-level hospital executive, Fred Lee challenges the assumptions that have defined customer service in healthcare. In this book, he focuses on the similarities between Disney and hospitals - both provide an "experience," not just a service. It shows how hospitals can emulate the strategies that earn Disney the trust and loyalty of their guests and employees. The book explains why standard service excellence initiatives in healthcare have not led to high patient satisfaction and loyalty, and it provides principles that will help hospitals gain the competitive advantage that comes from being seen as "the best" by their own employees, consumers, and community.

If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently

Lee, Fred

Second River Healthcare

2009 ACHE Book of the Year "This book is a tour de force, and no one but John Nance could have written it. He, alone, masters in one mind the fields of aviation, health care safety, medical malpractice law, organizational sociology, media communication, and, as if that were not enough, the art of fine writing. Only he could have made sophisticated, scientifically disciplined instruction about the nature and roots of safety into a page-turner. Medical care has a ton yet to learn from the decades of progress that have brought aviation to unprecedented levels of safety, and, in instructing us all about those lessons, John Nance is not just a bridge-builder - he is the bridge. This book should be required reading for anyone willing to face the facts about what it will take for health care to be as safe as it truly can be." Donald M. Berwick, MD, MPP President and CEO Institute for Healthcare Improvement (IHI)

Why Hospitals Should Fly: The Ultimate Flight Plan to Patient Safety and Quality Care

Medical Books

NANCE, JOHN J.

Administration & Medicine Economics

If Disney Ran Your Hospital Training 3-Disc DVD

Fred Lee

Much of the healthcare debate is centered on cost - the cost of: direct patient care, insuring millions of uninsured people, defensive medicine to avert malpractice lawsuits and administrative costs that eat up a large chunk of every healthcare dollar. How can we spend more than $700 billion each year on medical care that fails to improve patients' health and often harms them? There is no easy fix to these problems, of course. But there is the best place to look: focus on quality. This is a book about debunking healthcare myths through the lens of quality. Poor healthcare quality derives from uncertainty in clinical decision-making, from persistent unexplained variation in physician practice patterns, from still-inadequate accountability for quality and patient safety, from payment for piecework and from medical training curriculum that is decades behind the curve. Reclaiming quality by addressing each of these deficiencies will transform the economics of our healthcare system. This is not a utopian critique. It is based on a quality revolution that is already underway and is gradually transforming the way medical care is delivered in the US. This is a pivotal moment in American healthcare delivery, marked by tremendous innovation aimed at "busting" our counterproductive myths: improving physician decision-making, building a better research base to compare the effectiveness of different treatments for the same medical condition, devising accountability mechanisms that work, piloting second-generation pay-for-performance models, paying greater attention to quality improvement in medical training curriculum and expanding access to quality care in non-traditional venues. Even the reader who thinks he or she knows all about some of the topics in this book will appreciate the manner in which Demand Better! integrates these topics into a cohesive appraisal of core problems and cutting-edge solutions that are of the greatest interest to them.

Demand Better! Revive Our Broken Healthcare System (Hardcover)

Sanjaya Kumar MD MPH

David Nash MD MBA

"Charting the Course" is the sequel to John J. Nance's best-selling, award-winning novel "Why Hospitals Should Fly". John Nance and his wife, Kathleen Bartolomew, have co-written the continuing story of Dr. Will Jenkins as he takes over the leadership the fictional Las Vegas Memorial Hospital. John Nance and Kathleen Bartholomew address head-on how to become a top-level institution by illuminating the norms of the current hospital culture and then demonstrating how each member of every medical facility, regardless of rank, must be a leader and owner of the cultural revolution needed to keep their hospital system viable and their patients safe. Whereas "Why Hospitals Should Fly" dealt more with the "why" of a cultural revolution, "Charting the Course" deals more with the "how" of changing an ingrained hospital culture. Study guide provided at end of book.

Charting the Course: Launching Patient-Centric Healthcare

John J. Nance JD

Kathleen M. Bartholomew RN MN

It's a Great Time to Be a Physician: Building a Healthcare System that Works

It's a Great Time to Be a Physician: Building a Healthcare System that Works is a call to action for physicians. It is a first-hand account of the changes being demanded of the US healthcare system and their implications for physicians. Eight trends are described that will create a better, more sustainable healthcare system for everyone-including physicians and other providers, patients and payers-and for our economy. The book draws on Dr. Jeffrey Weisz's experience as the executive medical director of the Southern California Permanente Medical Group, and on the experiences of physicians throughout the system who have led the region to national preeminence on many measures of healthcare quality and outcomes, and in fulfilling the mission of prevention and keeping people healthy. The book also highlights other innovative healthcare systems where physicians are leading the way to high-quality, patient-focused care, improved outcomes, and higher value. Weisz argues that the challenges facing healthcare provide a unique opportunity for physicians to shape the healthcare system of the future.

It's a Great Time to Be a Physician: Building a Healthcare System That Works

Jeffrey A. Weisz MD

** ACHE's 2015 James A. Hamilton Healthcare Book of the Year** Finally there is a book for healthcare leaders that only comes along once in a generation. Dr. David Lawrence shares with the readers his vast experience in leading the largest non-profit health system in the country. He describes what a leader is: One who says, "Let's get it done." A leader is someone with a vision, who enables his/her team to stretch themselves, who builds a team, who can lead change and work with both physicians and boards of directors, who is fearless, and most of all, one who is humble. This book suggests practical strategies that can be adapted in any healthcare setting. There are gems in every chapter that bring one to say: "Why didn't I think of that?" Or "Why didn't I do that?" This is a must read for today's healthcare leaders that want to lead their organizations in rapidly changing times, those who want to improve their leadership, or for any aspiring leader that wants to take on more responsibility. It should be required reading for every graduate student in an MHA program or an Executive Healthcare MBA program.

Best Care, Best Future: A Guide for Healthcare Leaders

David M. Lawrence MD

Heroes Need Not Apply: How To Build a Patient-Accountable Culture Without Putting More on Your Plate [Paperback]

Brian D. Wong MD

The Quality Playbook: A Step-by-Step Guide for Healthcare Leaders By John Byrnes, MD The Quality Playbook and its Workbook are filled with "How To" checklists and "Action Steps" to enhance a quality and safety program in any hospital. From one of the nation's top physician experts and pioneers in quality and patient safety, John Byrnes, MD, has included in this book set everything a hospital needs to map out all of their quality and safety plays. As David B. Nash, MD, MBA, who is the Founder and Dean of the Jefferson College of Population Health, says: "I believe John has created the single most important contribution to the literature on quality and safety in our recent history." This book set takes the reader into the huddle and is filled with checklists, game plans, implementation plans, the team members needed, and many more tools to make a winning program. Buy this book set for team members in your quality and safety program in your hospital or healthcare system.

The Quality Playbook--Book & Workbook Set

Education & Teaching

John Byrnes, MD

Schools & Teaching

Fred Lee changed the discussion about the patient experience with his bestselling book If Disney Ran Your Hospital. The release of Beyond Disney: Heartwiring Healthcare Excellence - Restoring the Art of Compassion and Empathy, Fred and co-author Dr. Rosemary Laird encourage all of us to raise the bar again. To be Heartwired is to know and use the patient’s story: not a “case” distinguished by a diagnosis; to provide quality care with genuine compassion and empathy. Presented in easy, relatable sections: Section 1: Lee and Laird set the stage by reviewing the origins of our current value-based and patient-centered world and makes a strong case that healthcare needs to be Heartwired. It covers the journey that healthcare has traveled from service excellence to quality management. Interspersed with stories, it ends with how to close the gap between knowing and doing. Section 2: Moves from theory to action in how we can become Heartwired. A review of emerging science provides the evidence base, including an updated perspective on the bio-psycho-social model, the “placebo effect.” To further develop clinicians with empathy, the book looks to the emerging field of narrative medicine. The power of the patient’s story is a necessary tenet of being Heartwired. Section 3: The authors don’t shy away from the “elephant in the room” as they directly confront the question: Can healthcare afford to be Heartwired? From improving clinical quality, patient outcomes, and satisfaction, they explore how Heartwiring pays dividends in performance and production across a wide range of clinical settings. And a Heartwired Toolkit to assist in developing a healthy Heartwired culture with stories, exercises, and retreat outlines for Heartwired teams to work together and grow. Lee and Laird believe Heartwiring Healthcare Excellence will lead to patient’s experiencing the best of healthcare: caregivers as technically proficient as they are compassionate and empathetic.

Beyond Disney: Heartwiring Healthcare Excellence – Restoring the Art of Compassion and Empathy

Rosemary DeAngelis Laird MD

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