Disney Chapter 3 Summary

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DISNEY Chapter 1: In essence, we are competing against every other customer service interaction the patient has experienced. Chapt 2 Hospitals have a focus on safety. As patients enter the health care system the goal is to provide treatment in a way that brings them to a better state of health. Where the confusion occurs is on what to focus on next? Disney has a clear ladder of priorities: safety, courtesy, show, and efficiency. In the hospital setting, ladders of priority are often ambiguous and overlapping. This create internal conflict for an employee in deciding what decision should be made. Also, most hospitals favor efficiency over courtesy. To maintain efficiency individual areas may create processes that increase their efficiency,

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