In Disney Magic, written by Lee Cockerell, former COO of Walt Disney World, he discusses how at Disney they reach out and listens to every cast member's suggestions. Understanding ideas are often found in the most unlikely places. Disney has found suggestions from cast members and visitors to be some of the best advice they receive.
For example, Lee Cockerell shares how email list Disney was able to help solve one of the most frustrating problems at Disney World - long lines. A problem they heard consistently from visitors to the parks. In 1999, the FASTPASS was introduced. The FASTPASS relieves line congestion through a reservation system. Visitors pick up a pass and come back at a later time with the power to go to the front of the line. What competitive advantage would a healthcare facility receive if they followed these two.
Disney principles; making sure providers are appreciated and following their suggestions? First, physicians and their oce sta would immediately remember a hospital whose liaisons no longer referred to them providers, but Friends or Allies. Whose visits were centered on lling their emotional bank account. Whose purpose of visiting was to help, to support, and to give appreciation. "What can I do to make your life easier?" "How can we improve our relationship with you?" "Thank you Dr.for referring last week."