Disney gives hospitals advice on consumer service

The happiest place on earth is dispensing consumer service advice to hospitals, arguably the ones in need of it most.

Disney Institute on Friday announced its professional development program for hospitals and healthcare organizations aimed at applying Disney's customer service strategies to exceed the expectations of patients. Building a Culture of Healthcare Excellence, as it is called, teaches Disney's five philosophies of leadership excellence, people management, quality service, brand loyalty, and creativity/innovation.

"As with guests in Disney theme parks, the patient has to feel that he or she is getting the best possible service in all areas and at all levels, from the receptionist to the nurses and physicians," said Disney Institute consultant Patrick Jordan, a former healthcare executive, in a statement. "That starts with leadership."

Patient satisfaction has increasingly become more important. Tied to reimbursement, the Centers for Medicare & Medicaid Services requires hospitals to publicly report patient satisfaction of Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) results, available on the Hospital Compare website.

Hospitals that used the Disney best practices include the Arkansas Children's Hospital and also Florida Hospital for Children, an organization whose patient/family satisfaction scores jumped from the bottom 10 percent in the nation to the top 10 percent, notes Disney.

For more:
- read the press release