Fred Lee - "Patient Satisfaction or Patient Experience ?"

Uploaded on Apr 6, 2011

Fred Lee has the unusual distinction of having been both a vice president at two major medical centers and a cast member at Walt Disney World in Orlando, Florida. At Disney, he helped develop and facilitate Disney's health care version of its 3-day seminar, Disney's Approach to Quality Service for the Healthcare Industry. 

With an insiders experience and a keen eye for cultural comparisons between Disney and American hospitals, he is author of the best selling health care leadership book, If Disney Ran Your Hospital, 9 1/2 Things You Would Do Differently. In 2005 his book received the Book of the Year Award from the American College of Healthcare Executives.