Disney is the ideal example in customer-centered care. They make it their goal to provide each guest with a great experience. As healthcare further adopts a more value-based healthcare system, the experience and satisfaction of the patient is key to the success of the practice.
The 5 ways that drive Disney to create the ideal experience for each guest is discussed in this article. Many of these same ideas can be applied to healthcare. We first must understand our customer (patient) to provide what they need. Gathering data from patient satisfaction surveys based on their experience of the visit is one of the best ways to find out what our patients prefer, and how best to meet those needs.
Disney makes it the staff’s priority to be a part of every guest’s visit. The staff interacts with each guest at any opportunity, showing that they are appreciated.
The other 4 methods are the responsibility of the staff. Disney makes it the staff’s priority to be a part of every guest’s visit. The staff interacts with each guest at any opportunity, showing that they are appreciated. The staff also takes accountability for the overall visit. The push towards this customer/patient-centered approach has to flow from all areas in the healthcare practice – from CEO to part time employees – in order to be effective and successful.
The Disney customer experience is about making each guest feel special and noticed. Imagine if we did this in the healthcare setting for every patient. What a difference it would make!