Can a patient’s experience with health care providers be as engaging, entertaining and satisfying as time spent at amusement parks? The Disney Institute thinks so, and has established a program to help health providers delight health consumers called Building a Culture of Healthcare Excellence.
With the tagline, “D-Think Your Way to Success,” The Disney Institute offers programs that help organizations apply Disney’s lessons in customer service, creativity and leadership to their own situations. In the case of the Healthcare Excellence program, Disney is looking to re-focus health care delivery beyond clinical outcomes toward the overall patient experience.
The Institute’s press release notes that the HCAHPS survey on patients’ experiences with providers compares hospitals on the basis of communication with doctors and nurses, responsiveness of hospital staff, and the hospital’s physical environment. Increasingly, patients-as-consumers will use these metrics to make choices about which hospitals to patronize.
To explain how their concepts apply to health providers, The Disney Institute website features a case study of the Florida Hospital for Children which has incorporated some of the Disney lessons into its patient-facing programs.
Health Populi’s Hot Points: The book The Experience Economy, published in 1998, talked about the value of transformation for a consumer encounter with a business. In the case of health care, what could be more relevant than a transformational experience, either for people who are sick seeking treatment to get well, or for people who want to improve their health status?
I’ve often asked the question of medical device, IT and health providers, “What would Steve Jobs do? What would Disney do? What would Procter & Gamble do?” when it comes to developing user-focused health products and services. Now Disney believes it has the answer to that question.