By using this site, you agree to the Privacy Policy and Terms of Use.
Accept
Health Works CollectiveHealth Works CollectiveHealth Works Collective
  • Health
    • Mental Health
    Health
    Healthcare organizations are operating on slimmer profit margins than ever. One report in August showed that they are even lower than the beginning of the…
    Show More
    Top News
    improving patient experience
    6 Ways to Improve Patient Satisfaction Within Hospitals
    December 1, 2021
    degree for healthcare job
    What Are The Health Benefits Of Having A Degree?
    March 9, 2022
    custom software development is changing healthcare
    Digital Customer Journey Mapping and its Importance for Healthcare
    July 21, 2022
    Latest News
    Grounded Healing: A Natural Ally for Sustainable Healthcare Systems
    May 16, 2025
    Learn how to Renew your Medical Card in West Virginia
    May 16, 2025
    Choosing the Right Supplement Manufacturer for Your Brand
    May 1, 2025
    Engineering Temporary Hospitals for Extreme Weather
    April 24, 2025
  • Policy and Law
    • Global Healthcare
    • Medical Ethics
    Policy and Law
    Get the latest updates about Insurance policies and Laws in the Healthcare industry for different geographical locations.
    Show More
    Top News
    Can Thinking Younger Make You Live Longer?
    April 20, 2011
    Image
    Obesity’s Outlook Unchanged
    June 13, 2011
    When It’s An Emergency Elderly Not Treated As Well in Hospitals
    July 16, 2011
    Latest News
    Building Smarter Care Teams: Aligning Roles, Structure, and Clinical Expertise
    May 18, 2025
    The Critical Role of Healthcare in Personal Injury Recovery: A Comprehensive Guide for Victims
    May 14, 2025
    The Backbone of Successful Trials: Clinical Data Management
    April 28, 2025
    Advancing Your Healthcare Career through Education and Specialization
    April 16, 2025
  • Medical Innovations
  • News
  • Wellness
  • Tech
Search
© 2023 HealthWorks Collective. All Rights Reserved.
Reading: 4 New Lessons on Patient Experience from Disney
Share
Notification Show More
Font ResizerAa
Health Works CollectiveHealth Works Collective
Font ResizerAa
Search
Follow US
  • About
  • Contact
  • Privacy
© 2023 HealthWorks Collective. All Rights Reserved.
Health Works Collective > Business > Hospital Administration > 4 New Lessons on Patient Experience from Disney
BusinesseHealthHospital AdministrationPublic HealthTechnology

4 New Lessons on Patient Experience from Disney

wellbeme
Last updated: May 15, 2014 8:00 am
wellbeme
Share
5 Min Read
patient experience technologies
SHARE

It’s been 10 years this month since Fred Lee published his book “If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently.” The book offers hospital administrators and service line directors key insights for transforming their “services” to “experiences,” including:

It’s been 10 years this month since Fred Lee published his book “If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently.” The book offers hospital administrators and service line directors key insights for transforming their “services” to “experiences,” including:

  • Generating loyalty by doing memorable things that patients don’t expect
  • Being alert on people’s needs and taking initiative, before they ask for it
  • Shifting from “our services” to the guest’s story
patient experience technologies

Courtesy of Flickr user Melissa Hillier

Over the past year, the Disney team – masters at consumer engagement – has transformed their entire experience with the addition of their MyMagic+ program. Hospitals can take this opportunity to learn from Disney’s leading-edge strategies about where experiences are going next:

  1. The Move To Digital
    On the way out are the days of paper tickets and turnstiles. Now Disney’s “MagicBands” house park tickets, hotel room keys, personal info and credit cards all in a single RFID enabled wristband. With a swipe of a hand you can unlock the door, purchase food and gifts, or schedule a park ride. Could this be the future vision of patient ID bracelets?
     
  2. Online Planning Ahead from Home
    With the “My Disney Experience” free mobile app and website, families can learn about their options and educate themselves on all the park’s offerings as they plan and proceed though their visit. Then they can schedule appointments for dinners, character greetings, rides and parades to manage their day-to-day schedule. Customers demand this kind of convenience and control in all kinds of industries already, and are looking to healthcare providers to meet them where they are. Additonally, a more prepared patient has been shown to have better outcomes.
     
  3. Personalization
    Guests are asked to customize their profile with their name, birthday and favorite character. Disney uses this information to further personalize the experience. For instance, if Frozen‘s Elsa is your child’s favorite character, the program could notify her of your child’s name and that she’s a favorite right before her meet and greet for an especially memorable moment. What little personal details could you collect from your patients that nurses and other staff could use in their daily interactions to make the care feel more personal?
     
  4. Collaboration
    The online program allows family and friends to work in collaboration towards a shared goal. Reminders and appointments are shared, along with “Memory Maker” pictures afterwards. If your current program is not involving family caregivers in the experience you are missing out on a key opportunity to help patients succeed.

At first glance, these may all look only like guest benefits. However, every interaction produces a bit of valuable guest-generated data, and Disney uses the data to learn more about what works and what needs improvement in their entire operation. They can better understand patterns of guest behavior and desires. They can quickly uncover dissatisfiers. They will have insights into which rides and restaurants are pulling their weight and which are not. Plus, they can better tailor each guest’s offer for their next visit based on past behavior. This kind of real-time data goes way beyond satisfaction surveys. Its wired back into the process to create a fast loop for continuous improvement.

More Read

Recession Drives Lower Health Spending
Developing Meditations Apps to Fight the Mental Health Crisis
Microsoft and Sony Collaborate To Announce A Portable Remote HD IP Camera To Be Used For Patient/Physician Consultations
Going the Distance: Connectivity in HealthCare
Insurance Shopping Tools Online: Open Enrollment Nears

Beyond data advantages, when guests take the time to plan in advance, it produces operational efficiencies for improved capacity and revenue growth. Disney recently stated the technology investment is beginning to pay off in: increased park capacity (more volume), visitors spending more time on property (more money), and a better experience (more loyalty). A great example demonstrating that being centered on the guest and their experience results in benefits for the provider.

Today, digital patient engagement technologies offer the same vision for healthcare: A personalized end-to-end patient-centered experience with at least one “memorable moment.” Patients preparing for surgery or working on treatment care plans from home, collaborating with friends and family online. True visibility for administration on what’s working and what’s not in their programs. Sound like a place “Where Dreams Come True”?

TAGGED:Patient Experience
Share This Article
Facebook Copy Link Print
Share

Stay Connected

1.5kFollowersLike
4.5kFollowersFollow
2.8kFollowersPin
136kSubscribersSubscribe

Latest News

Clinical Expertise
Building Smarter Care Teams: Aligning Roles, Structure, and Clinical Expertise
Health care
May 18, 2025
Grounded Healing: A Natural Ally for Sustainable Healthcare Systems
Grounded Healing: A Natural Ally for Sustainable Healthcare Systems
Health
May 15, 2025
Learn how to Renew your Medical Card in West Virginia
Learn how to Renew your Medical Card in West Virginia
Health
May 15, 2025
Dr. Klaus Rentrop Shares Acute Myocardial Infarction heart treatment
Dr. Klaus Rentrop Shares Acute Myocardial Infarction
Cardiology
May 13, 2025

You Might also Like

Business

Rebuttal to Last Week’s Blog, Death of Disease Management (Finally)

January 18, 2012

Staying Relevant in the Ever-Changing Healthcare World: A Case of Cancer Research

August 14, 2013
Cognitive Decline
DiagnosticsNewsTechnology

MRI Can Detect Cognitive Decline in Parkinson’s Patients

February 18, 2012

Collecting Small Patient Balances: A/R Best Practices

August 25, 2014
Subscribe
Subscribe to our newsletter to get our newest articles instantly!
Follow US
© 2008-2025 HealthWorks Collective. All Rights Reserved.
  • About
  • Contact
  • Privacy
Welcome Back!

Sign in to your account

Username or Email Address
Password

Lost your password?