DISNEY RAN YOUR HOSPITAL’
NAMED ACHE’S BOOK OF THE YEAR
February 14, 2005—Fred Lee is the winner of
the American College of Healthcare Executives 2005 James A.
Hamilton book of the year award for If Disney Ran Your
Hospital: 9-1/2 Things You Would Do Differently.
award will be presented on March 15, 2005, at the Tuesday
Hot Topic Session #1 during the American College of Healthcare
Executives 48th Congress on Healthcare Management at the Hilton
award is given annually to the author(s) of a management or
healthcare book judged outstanding by ACHE’s Book of
the Year Committee.
James A. Hamilton Award is underwritten by the Alumni Association
of the Graduate Program in Healthcare Administration of the
University of Minnesota, MN, in honor of the late James A.
Hamilton, FACHE, the program’s founder and course director
between 1946 and 1966, and ACHE’s 1939-1940 Chairman.
was recruited by Disney University after considerable success
in helping hospitals achieve a culture that inspires patient
and employee loyalty. In If Disney Ran Your Hospital,
Lee focuses on the similarities between Disney and hospitals—both
provide an “experience,” not just a service. He
shows how hospitals can emulate the strategies that earn Disney
the trust and loyalty of their guests and employees. Lee explains
why standard service excellence initiatives in healthcare
have not led to high patient satisfaction and loyalty and
provides 9-1/2 principles that will help hospitals gain the
competitive advantage that comes from being seen as “the
best” by their employees, consumers, and the community.
Using examples from his work with Disney and as a senior-level
hospital executive, Lee challenges the assumptions that have
defined customer service in healthcare and distills his experiences
into practical steps that hospital leadership teams can take
to create a new culture.
is president of Fred Lee & Associates, Inc., in Altamonte
Springs, FL, and a former senior vice president at Florida
Hospital, Orlando. If Disney Ran Your Hospital is
published by Second River Healthcare Press.
Book of the Year Committee recommends two additional books:
Digital Medicine: Implications for Healthcare Leaders,
by Jeff Goldsmith, Ph.D., and Followership: A Practical
Guide to Aligning Leaders and Followers, by Thomas A. Atchison, EdD Both books are published by Health Administration Press.
Douglas A. Klegon, Ph.D., (312) 424-9420