TEDxMaastricht – Fred Lee – “Patient Satisfaction or Patient Experience ?”

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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.

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.

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30 gedachten over “TEDxMaastricht – Fred Lee – “Patient Satisfaction or Patient Experience ?””

  1. 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.

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  2. excellent discussion of where we should be going in medicine. We should all take is back wards a step as well. it has often been my feeling as a physician that we have missed the boat on what doctors really do. If we go back to tribal living and the development of civilizations we see there was always a "doctor" of sorts be it a shaman, witchdoctor or a medicine man. Their unique role was to create the experience that made the patient and their family feel someone with higher skills was taking responsibility for the problems that cannot be solved. It was a relief to those in need to know the best was being done for their love ones. Something the modern computer driven, technical experts have lost in the way toward making things too technical. We look now to the web and others for information to help us decide fro ourselves what is best, this is often too much responsibility for those under the strain of an ill loved one. The touch of a human who cares and the trust is missed. We use to have this trust in our MD's served this goal well. One day this may come back. 

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  3. This is where we should go with medicine. But how do we understand what doctors really do? Back in early civilization, doctors were actually medicine men. These roles provided families and patients with the feeling that someone of a higher skill level was taking care of the problems that they were unable to, or problems that were unsolvable. Now, we have resorted to technology. Looking up our problems on the internet and coming up with out own diagnosis, whether that diagnosis be right or wrong. The human trust and human touch has gone missing from health care. It used to be that we were able to put all of our trust and faith into the doctors in hospitals, now we put our faith into the internet to bring us the correct and personalized diagnosis and right answers.

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  4. 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.
    Mr. Lee, you speak in word pictures, and I've taken away a masterpiece from your talk. Thank you.

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  5. 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

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  6. 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?

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  7. For the record, you have a right to ask for a different phlebotomist, and no one should be making any more than 3 attempts on you, before upgrading you to another person, who works at the next level of expertise. So, first a phlebotomist or nurse, then an IV team, then an actual doctor to come in and potentially place an IV in, or draw blood from a non-usual spot (like an ankle, or foot), or or in a hospital, we can order a PICC line (which requires a sterile environment and ultrasound of the vessel, as the line will lead directly into your chest to right outside the heart) or central line if we can't use a typical IV line.

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  8. 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

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