If Disney Ran Your Hospital

1. Redefine competition to focus on patient experience

"At Disney we take a much larger view of competition. The truth is that our competition is anyone our customers compare us to."

Expanded perspective. Healthcare providers must broaden their view of competition beyond other hospitals. Patients compare their hospital experience to all service interactions, including those at hotels, restaurants, and theme parks. This shift in perspective emphasizes the importance of the overall patient experience, not just clinical outcomes.

Patient-centric approach. Hospitals should focus on elements that most correlate with patient satisfaction and loyalty, such as staff teamwork, hospital cheerfulness, and attention to personal needs. These factors often have a higher impact on patient perceptions than clinical competencies alone.

Holistic care. By redefining competition, hospitals can create a culture that prioritizes both medical excellence and exceptional service. This approach leads to improved patient outcomes, increased loyalty, and a stronger reputation in the community.

2. Prioritize courtesy over efficiency in healthcare

"If courtesy is not more important than something, it is not more important than anything."

Balancing act. While efficiency is crucial in healthcare, it should not come at the expense of courtesy. Hospitals must strike a balance between operational effectiveness and compassionate care. This shift in priority can lead to improved patient experiences and outcomes.

Cultural shift. Prioritizing courtesy requires a fundamental change in organizational culture. Leaders must model and reinforce courteous behavior, while also providing staff with the necessary resources and support to deliver compassionate care.

• Examples of prioritizing courtesy:
  • Taking time to listen to patient concerns
  • Explaining procedures and treatments in detail
  • Responding promptly to patient requests
  • Showing empathy and understanding in all interactions

Long-term benefits. Though prioritizing courtesy may seem to slow down processes initially, it ultimately leads to increased patient satisfaction, loyalty, and improved health outcomes. This approach can also boost staff morale and reduce burnout by fostering a more positive work environment.

3. Shift from patient satisfaction to patient loyalty

"Patient satisfaction is fool's gold."

Beyond satisfaction. While patient satisfaction is important, it doesn't guarantee loyalty. Hospitals should focus on creating experiences that turn satisfied patients into loyal advocates. This shift requires going beyond meeting basic expectations to delivering memorable, compassionate care.

Loyalty drivers. Key factors that drive patient loyalty include:

• Empathy and compassion from staff
• Anticipation of patient needs
• Clear communication and explanations
• Personalized attention
• Consistency in high-quality care

Measuring loyalty. Instead of focusing solely on satisfaction scores, hospitals should measure loyalty through metrics such as:

• Likelihood to recommend
• Repeat visits
• Positive word-of-mouth
• Engagement with hospital services and programs

By prioritizing loyalty over satisfaction, hospitals can build stronger, long-lasting relationships with patients and their families, leading to improved health outcomes and financial stability.

4. Measure to improve, not to impress

"If our motive is to get honest feedback, why not be like Disney and Marriott and avoid bringing up the survey at all?"

Authentic feedback. Hospitals should focus on gathering genuine patient feedback rather than manipulating survey results. Avoid pressuring patients to give high scores or complain. Instead, create an environment where patients feel comfortable sharing their honest experiences.

Continuous improvement. Use measurement tools to identify areas for improvement, not just to showcase high scores. Regularly analyze feedback and implement changes based on patient input.

• Key aspects of effective measurement:
  • Focus on specific, actionable metrics
  • Share results transparently with staff
  • Use both quantitative and qualitative data
  • Implement regular feedback loops

Cultural shift. Foster a culture where staff at all levels are motivated to improve based on patient feedback, rather than fear punitive measures for low scores. Encourage open discussions about areas needing improvement and celebrate progress.

5. Empower frontline staff to make decisions

"The primary focus of every cast member is safety."

Decentralized authority. Empower frontline staff to make decisions that benefit patients, especially in matters of safety and service recovery. This approach leads to faster problem resolution and improved patient experiences.

Training and trust. Provide comprehensive training to staff on decision-making protocols and organizational values. Trust employees to use their judgment in line with these principles.

• Key elements of empowerment:
  • Clear guidelines for decision-making authority
  • Support from leadership for staff decisions
  • Recognition of staff who make positive impacts
  • Regular feedback and coaching

Cultural impact. Empowering frontline staff fosters a sense of ownership and pride in their work, leading to increased job satisfaction and better patient care. It also promotes a culture of responsiveness and innovation.

6. Treat healthcare as theater, not just service

"Hospital work is theater whether we call it that or not."

Experiential focus. View healthcare as a transformative experience rather than a series of services. This perspective shift encourages staff to consider the emotional and psychological aspects of patient care, not just clinical outcomes.

Scripting and staging. Develop comprehensive scripts for patient interactions, considering all aspects of the patient experience. This includes dialogue, setting, timing, and emotional cues.

• Elements of healthcare theater:
  • Carefully designed patient touchpoints
  • Attention to environmental details
  • Consistent portrayal of organizational values
  • Emotional engagement with patients and families

Performance mindset. Encourage staff to view their roles as performances, with patients as the audience. This approach promotes consistency, professionalism, and empathy in all interactions.

7. Use imagination to motivate and create empathy

"When you're upset at or don't like another person's behavior, ask this question: What would it take for me to act like that?"

Empathy through imagination. Encourage staff to use their imagination to understand patient perspectives and experiences. This practice fosters genuine empathy and compassion, leading to better patient care and satisfaction.

Motivation technique. Use imaginative exercises to motivate staff, helping them connect with the impact of their work on patients' lives. This approach taps into intrinsic motivation more effectively than external rewards.

• Imagination exercises:
  • Visualizing patient experiences
  • Role-playing difficult scenarios
  • Imagining oneself in a patient's situation
  • Sharing personal stories of healthcare experiences

Cultural impact. Promoting the use of imagination in healthcare settings can lead to more innovative problem-solving, improved communication, and a more compassionate organizational culture.

8. Cultivate a culture of continuous improvement

"If necessity is the mother of invention, dissatisfaction must be the father of improvement."

Embrace dissatisfaction. Foster a culture where staff are encouraged to be constructively dissatisfied with the status quo. This mindset drives continuous improvement and innovation in patient care and operational processes.

Measurement for improvement. Use performance metrics and feedback to identify areas for improvement, not to showcase achievements. Regularly review and adjust goals to maintain momentum.

• Key elements of continuous improvement:
  • Regular performance reviews and goal-setting
  • Open communication channels for feedback
  • Recognition of improvement efforts
  • Investment in staff development and training

Leadership role. Leaders must model and reinforce the importance of continuous improvement. Create an environment where staff feel safe to experiment, fail, and learn from their experiences.

9. Abandon competitive monetary rewards

"The spirit of Win/Win cannot survive in an environment of competition and contests."

Intrinsic motivation. Focus on fostering intrinsic motivation among staff rather than relying on competitive monetary rewards. This approach promotes teamwork, collaboration, and a shared sense of purpose.

Alternative recognition. Implement non-competitive recognition systems that acknowledge individual and team contributions without pitting employees against each other.

• Examples of non-competitive recognition:
  • Peer-to-peer appreciation programs
  • Team-based rewards for achieving collective goals
  • Personal growth and development opportunities
  • Public acknowledgment of exceptional service

Cultural impact. Abandoning competitive rewards can lead to improved morale, increased collaboration, and a more positive work environment. This shift supports the delivery of consistent, high-quality patient care.

10. Bridge the gap between knowing and doing

"Like Pete Sampras, one of the greatest male tennis players of all time, Disney does all the same things everyone else in their field does, but they do them superbly well."

Execution focus. Recognize that success in healthcare often comes from consistently executing known best practices rather than discovering new ones. Prioritize the implementation of existing knowledge over the pursuit of novel ideas.

Overcoming barriers. Identify and address the obstacles that prevent staff from consistently applying best practices. These may include lack of training, insufficient resources, or cultural resistance to change.

• Strategies for bridging the knowing-doing gap:
  • Regular skills training and refresher courses
  • Clear communication of expectations and standards
  • Systems and processes that support best practices
  • Leadership that models and reinforces desired behaviors

Continuous reinforcement. Create a culture that values and rewards consistent execution of best practices. Regularly assess and reinforce the application of knowledge in daily operations to ensure sustained improvement in patient care and outcomes.

Last updated: January 22, 2025