Disney’s Building a Culture of Healthcare Excellence Program

Monday, July 18th, 2011
This post was written by Cheryl Miller

Forget fish tanks and Muzak; ever think your patients might appreciate watching a simulated space shuttle flight while waiting for their physical?

Or how about a FASTPASS® card, good for one free pass to the front of the line for a flu shot?

Or some fairy tale characters to keep the kids busy?

Disney believes it can teach hospital and healthcare executives how to meet and exceed their patients’ expectations. The mega theme park is introducing a new program, called “Building a Culture of Healthcare Excellence,” and it incorporates Disney’s 5 leading philosophies:

• Leadership excellence
• People management
• Quality service
• Brand loyalty
• Creativity/innovation

The program, created and presented by the Disney Institute, is designed to help healthcare administrators, physicians, nurses and other manager-level personnel.

The timing of the program is designed to coincide with the HCAHPS’s nationally standardized survey that allows consumers to compare hospitals based on how effectively they satisfy patient expectations. Starting this month, hospitals are required to publicly report the results of these surveys, which are published by the CMS on its Hospital Compare website.

In line with this, the Disney Institute’s program looks beyond the clinical and technical and focuses instead on the entire patient experience, including interactions with hospital staff at all levels, and amenities that can help the patient feel more comfortable, such as private rooms and on-demand dining services.

It’s an area that many healthcare executives admit they need to improve. According to the results from our recent Improving Patient Experience and Satisfaction survey, nearly 85 percent of respondents said they were not happy with their organization’s patient satisfaction scores as currently posted on the CMS Hospital Compare site. Communication and quality of care were the areas that they felt were most important to their patients and members. But more than half of them said communication was where they felt they needed the most improvement in, with access and waiting times coming in second.

So maybe we can learn a thing or two from the company that makes thousands of people happy every day.

And wishing on a star might not hurt either.

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