TEDxMaastricht - Fred Lee - "Patient Satisfaction or Patient Experience ?"
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- Опубліковано 5 кві 2011
- 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.
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.
He really understands how to define true quality in health care.
Finally someone is talking about patients!
I'm a brand new RN in orientation for med/surg and also working PRN at an inpatient drug/alcohol detox unit. The concept of service with a script vs personalized/memorable experience vs entertainment really resonated with me. There is an old Yiddish saying that goes something like this..." Empathy is tasting salt when another cries." You can't script empathy and compassion.
Fantastic talk! As an anaesthetic doctor and clinical hypnotherapist, I couldn't agree more! I was captured by every word. I wish every clinician could be shown this! Thank you.
Thrilled to have this message shared on such a public stage because it shifts the conversation in the right direction. Especially for private practitioners in small business, this is so important. Great discussion! Looking forward to reviewing the book
Mr Lee was my High School history teacher and he was an inspiration!
I enjoyed every bit of this lecture. It actually touched some of those things we tend to ignore in our interaction with others, but they are things that make us humans.
so amazingly compassionate!
I agree with this 💯. Patients open up and are very cooperative when you appeal to the human side. Talk with them, show you understand how it feels to be in such a vulnerable place. Tell them the truth but like a friend. Deny ungrantable requests nicely and you'll be their best doctor.
Thoroughly enjoyed this talk and learning!
I'm pretty sure his advice was taken to heart at OHSU, a large teaching hospital in Oregon. As a patient and employee of theirs, I had many of the experiences he described with providers reassuring with gentle words and distracting from the procedure with personal inquiries. It did indeed leave a good impression and made things rather painless
GREAT TOPIC AND GOOD EXPLANATION OF WHAT MEDICAL CARE BECAME AND WHAT CAN THIS CONCEPT CHANGE MAKE IT BETTER
Thank you for sharing your wisdom and experience
Very informative. I'm a Nurse and I do not agree with the mind washing "How can I provide you with excellent care" script. It is the memory of the experience and experienced professionals the patient takes home. Yes, I said patient, not client.
I will use this today while on the floor along with my normal, "How yoooou doooin" today out look on care. I am the best at what I do for a reason, I love my profession.
This is so amazing. The discussion is very real
Thank you sir for such humor in explaining the scope of yours
I wholeheartedly enjoyed this discussion!!
I love this ❤️ im doing a research on patient satisfaction and this greatly helped me to look deeper on small things that matters
Emergency Rooms need installation of wait time overhead lights like when you're in the line for Space Mountain. Plus what if you had some people willing to wait longer (with a less acute situation that would be allow a later arrival willing to pay for a "fast pass" ahead of them in exchange for a compensation? An online interactive waiting ticket exchange?
A Great topic that I could share to my Health Care staffs in Vietname