TEDxMaastricht - Fred Lee - "Patient Satisfaction or Patient Experience ?"

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, and is now available in Dutch and Portuguese.

http://www.tedxmaastricht.com

What is TEDx?
In the spirit of ideas worth spreading, TED has created a program called TEDx. TEDx is a program of local, self-organized events that bring people together to share a TED-like experience. Our event is called TEDxMaastricht, where x = independently organized TED event. At our TEDxMaastricht event, TEDTalks video and live speakers will combine to spark deep discussion and connection in a small group. The TED Conference provides general guidance for the TEDx program, but individual TEDx events, including ours, are self-organized.

Please take a look at this video that explains what TEDx has become:

About TED
TED is a nonprofit organization devoted to Ideas Worth Spreading. Started as a four-day conference in California 25 years ago, TED has grown to support those world-changing ideas with multiple initiatives. The annual TED Conference invites the world's leading thinkers and doers to speak for 18 minutes. Their talks are then made available, free, at TED.com. TED speakers have included Bill Gates, Al Gore, Jane Goodall, Elizabeth Gilbert, Sir Richard Branson, Nandan Nilekani,Philippe Starck, Ngozi Okonjo-Iweala, Isabel Allende and UK Prime Minister Gordon Brown. The annual TED Conference takes place in Long Beach, California, with simulcast in Palm Springs; TEDGlobal is held each year in Oxford, UK. TED's media initiatives include TED.com, where new TEDTalks are posted daily, and the Open Translation Project, which provides subtitles and interactive transcripts as well as the ability for any TEDTalk to be translated by volunteers worldwide.

TED has established the annual TED Prize, where exceptional individuals with a wish to change the world are given the opportunity to put their wishes into action; TEDx, which offers individuals or groups a way to host local, self-organized events around the world, and the TEDFellows program, helping world-changing innovators from around the globe to become part of the TED community and, with its help, amplify the impact of their remarkable projects and activities.

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[72pranil]

Guess its not about who belongs to the group or not. That is wholly beside the point. The reference to the Experience Economy is more important. It raises some significant issues around which a whole service culture has been built by successful organizations. As regards the Health industry is concerned, we need to customize it for the industry.

[lynth]

I think Mother Teresa doesn't belong to the group, because she was a pop star created and abused/propagated by the Christian church to be a saint which she never was and ultimately didn't really do anything significant for society... did more harm than good, actually.

I find it appaling that she still is seen by so many as what the church tried to make her seem to be. A delusional society we live in, indeed.

[hypemuch]

Why don't they let some of the same people who come to the hospital for free ( Medicaid/ Medicare ) go to Disney World for free and see how Disney's satisfaction scores fare thereafter. You can't please those types. That would be very interesting to see wouldn't it. It's apples to oranges

[hypemuch]

The only problem with this is that you don't have the same groups of people coming to Disney parks as you do coming to your local hospitals. Perhaps 90% of the people who do all of the complaining probably could never even afford to pay admission to a Disney theme park. So of course Disney can boast great visitor satisfaction.....

[rkwakernaak]

Wonderful talk!!!