presentatie fred lee
DESCRIPTION
Dit is een ingekorte versie van een presentatie van Fred Lee over zijn boek; \'If Disney ran your hospital\'TRANSCRIPT
Going From Good to Great
In Patient Perceptions
Fred Lee
Table of Contents
1. Focus on What Can’t be Measured
2. Make Courtesy More Important Than Efficiency
3. Regard Patient Satisfaction as Fool’s Gold
4. Measure to Improve, not to Impress
5. Decentralize the Authority to Say “yes”
6. Change the Concept of Work from Service to Theater
7. Harness the Motivating Power of Imagination
8. Create a Climate of Dissatisfaction
9. Cease Using Competitive Rewards to Motivate People
10. Close the Gap Between Knowing and Doing
If Disney ran your hospital you would…
If Disney
Ran Your
Hospital You
Would...
1.
Focus on What Can’t Be
Measured
Measurement
Outcomes Perceptions
Clinical Financial Satisfaction Loyal FanGood to Great
No Complaints
On Measurement
“Not all that can be counted, counts. And not all that
counts can be counted.” -- Albert Einstein
“The most important figures one needs for management
are unknown and unknowable…(invisible also
used)…What is the value, for instance, of the multiplying
effect of a happy customer and the opposite effect from
an unhappy customer…(or the) Loss from inhibitors to
pride of workmanship?”
-- W. Edwards Deming, Out of the Crisis, p. 122
You can’t manage perceptions in the
same way you manage outcomes.
Objective, Measurable
Created by systems & teamsMap and study process steps
Improve technical competence
“Zero defects” thinking
Reduce variation / standardize
Based on what you do
Eliminate carelessness
Subjective, Impressions
Created by individualsTake action -- just do it!
Inspire attitudes and behaviors
“Best possible” thinking
Increase variation / individualize
Based on what you say
Eliminate avoidance
Managing Outcomes Coaching Perceptions
80% of our PI scores 80% of our PS scores
If Disney
Ran Your
Hospital You
Would...
2.
Make Courtesy More
Important Than
Efficiency
Paradox: Customer First is More Efficient
Results in overall
organizational
inefficiency
Results in overall
organizational
efficiency & teamwork
unit efficiency first courtesy first
internal focus
unresponsive
compete for resources
external focus
responsive
share resources
If Disney
Ran Your
Hospital You
Would...
1. Safety
2. Courtesy
3. Show
4. Efficiency
Disney’s Quality Priorities
Disney’s Elements of Guest Experience
• Cast
• Setting
• Process
About our service?
About guest experience?
For the staff?
For the guest?
Efficiency first?
Courtesy first?
CAST Coaching: Key Driver in
Patient Perceptions
Manage
Coach
Create
1. Safety
2. Courtesy
3. Show
4. Efficiency
Disney’s Quality Priorities
What’s missing for patients? Internal customers?
Hospitals
What’s the greatest difference between
our customer and Nordstrom’s?
We’re not in the service business. The ways we are
different are greater than the ways we are the same.
Courtesy
Compassion
CompetenceIncompetence
Rudeness
Indifference
Enemy
is not..
This is about
Three enemies of caring
Judging
Avoidance
Carelessness
Enemy
Is…
What I Feel
What I Say
What I Do
Wilderness Lodge valets
Our Service Or Their Experience?
High anxiety
PainNo Pain
Low anxiety
Courtesy
What you say
No clinical effect
Compassion
What you feel
Clinical effect
Depends on the emotional needs of the patient.
Service paradigm Experience paradigmOR
Fred Lee / CSP Groep
Focus
• Patiënt perceptie
– Van Goed naar Excellent
• Loyaliteit
– Patiënten & medewerkers
• Reputatie als fundament
Informatie
• www.fredlee.nl
• www.cspgroep.nl
Activiteiten
• Speeches
• Seminars
• Masterclasses
• Workshops
• Consultancy
Contact in Nederland
• Frits van den Assem
– +31(0)6 53 15 05 84