WHA Education Part I: If Disney Ran Your Hospital: Some Things You’d Do Differently (Back by popular demand!) Part II: If Disney Ran Your Hospital: Keys to Culture and Customer Service
Part I: Tuesday, July 18, 2006 Part II: Wednesday, July 19, 2006 9 a.m. to 4:30 p.m. each day (registration begins at 8:30 a.m.)
Holiday Inn Hotel & Convention Center 1001 Amber Avenue Stevens Point, WI 54481 715-344-0200
Program Description Loyalty is an organization’s best source of long-term strategic advantage. Unlike traditional service organizations, Disney does not provide a service; neither does your hospital. They both provide an “experience.” Disney is the premier example of this newly evolved economic category, and hospitals would do well to emulate the most vital things that earn Disney the love of their guests and employees.
Who Should Attend
The “If Disney Ran If Disney Ran Your Hospital: Some Things You’d Do Differently” program is back by popular demand! WHA is also offering Part II, an all
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CEOs/Administrators/COOs
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Chief Financial Officers
Hospital: Keys to Culture and Customer Service.”
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Nurse Executives
See registration form for discounted rate to attend
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Quality Managers
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Human Resource Managers
These captivating programs are filled with pertinent
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Patient Care Directors
stories and practical examples, which will leave
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Staff Development Directors
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Marketing/Public Relations Directors
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Others interested in customer service and patient satisfaction
new, advanced program entitled, “If Disney Ran Your
both programs.
attendees inspired with fresh insights and energized with hope.
Par artt I: If Disne y R an Y our Hospit al: Disney Ran Your Hospital: Some Things Y ou’d Do You’d Differently Tuesday, July 18, 2006 Fred Lee will take a critical look at service excellence initiatives, quality and performance improvement efforts, and patient satisfaction surveys. Lee will demonstrate, through models and illustrations, why some approaches to service will not lead to patient loyalty and common methods and tools that may actually mask the critical factors in creating loyalty.
Par artt II: If Disne y R an Y our Hospit al: Disney Ran Your Hospital: Keys to Culture and Customer Service Wednesday, July 19, 2006 This workshop will help your team gain additional insight into the extraordinary competitive advantage that comes from being seen as “the best” by your employees, consumers and community. Topics Include: Conflict management
Topics include:
The problem with competitive rewards
Redefine your competition and focus on what can’t be measured
The relationship between loyalty and malpractice lawsuits
Make courtesy more important than efficiency
Four types of motivation
Regard patient satisfaction as fool’s gold
Measure to improve, not to impress
Change the concept of work from service to theater
Harness the motivating power of imagination
Create a climate of dissatisfaction
Close the gap between knowing and doing
Each attendee of the Part I session will receive a copy of Fred Lee’s book, If Disney Ran your Hospital – 9 ½ Things You Would Do Differently, winner of the ACHE 2005 James A. Hamilton Book of the Year Award.
Why imagination is more powerful than willpower Creating a “dream” for your department Decentralizing the authority to say “yes” The essentials of inspiring compassion in front-line caregivers Moving to a culture of commitment
Registration Form
Cost
(Photocopies may be used)
Individual Rates: A. Part I Only: B. Part II Only: C. Parts I & II:
If Disney Ran Your Hospital: Part I: Some Things You’d Do Differently July 18, 2006
$225 per person $225 per person $350 per person
Team Rates: (3 or more per facility, on the same form) D. Part I Only: $200 per person E. Part II Only: $200 per person F. Parts I and II: $300 per person
Part II: Keys to Culture and Customer Service July 19, 2006
Mail or fax your completed registration form with payment to: Sherry Rabuck, WHA, P.O. Box 259038, Madison, WI 53725-9038; Fax: 608-274-8554
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Payment Information Check Total Enclosed: $ Visa
Make checks payable to: Wisconsin Hospital Association
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If Disney Ran Your Hospital Part I: Some Things You’d Do Differently Part II: Keys to Culture and Customer Service
Agenda The program agenda is identical for both July 18 and 19. 8:30 am
Registration and Continental Breakfast
9:00 am
Program Begins
12:00 pm
Lunch (provided)
1:00 pm
Program Continues
4:30 pm
Adjourn
About the Presenter Fred Lee Fred Lee, president of Fred Lee and Associates, Inc., has the unusual distinction of having been both a senior vice president of a major medical center and a cast member at Disney University. Disney recruited him because of his expertise in helping hospitals achieve a culture that inspires patient and employee loyalty. At Disney, he helped develop and facilitate Disney’s health care version of its four-day seminar, “Disney’s Approach to Quality Service,” and a new seminar on customer loyalty. With an insider’s experience and a keen eye for cultural comparisons, he is author of the book If Disney Ran Your Hospital, 9 ½ Things You Would Do Differently, winner of the ACHE’s 2005 James A. Hamilton Book of the Year Award. Lee began his health care career at Shawnee Mission Medical Center in Kansas. During his five years there as vice president for marketing and development, he won several national awards for innovative approaches to patient satisfaction and loyalty. He was then invited to be senior vice president of the 1,500-bed Florida Hospital in Orlando, where he developed a nationally acclaimed guest relations program. As other hospitals sought his help in developing their own strategies, he left Florida Hospital and formed his own consulting business as Fred Lee and Associates, Inc. He also owns the Web site, www.patientloyalty.com.
Additional Program Information Special Needs If you have any special needs with which we can help you, please let us know. Directions Directions will be sent with confirmations. Sleeping Accommodations A block of rooms has been reserved July 17 & 18 at the Holiday Inn Hotel & Convention Center (new facility) in Stevens Point. Call 715-344-0200 to reserve a room ($79 single/ double) in the Wisconsin Hospital Association block by June 16, 2006. Cancellation Policy Cancellations received in writing up to five business days prior to an event will be given a full refund. Cancellations received less than five business days prior to program will receive a voucher for registration in another WHA program, valid for one year from issue date and equal to the amount paid for program registration, less a $25 processing fee. No-shows will be billed in full, without credit for future programs. Substitutions are accepted. Registration Information Mail or fax your completed registration form with payment to: Sherry Rabuck Wisconsin Hospital Association PO Box 259038 Madison, WI 53725-9038 Fax: 608-274-8554 This program brochure is also available at www.wha.org. Questions About registration: call Sherry Rabuck at 608-274-1820 or email
[email protected]. About content: call Jennifer Frank at 608-274-1820 or email
[email protected].
PO Box 259038, Madison, WI 53725-9038 / 608-274-1820 / Fax 608-274-8554 / www.wha.org
