Subjects:
Administration/Practice Management
Topics:
client satisfaction, compassion, empathy, perception, casts, surgical, pain, severity of illness, immune system, emotions, anxiety

To boost patient satisfaction, pediatricians should forgo surveys and “check your fan mail,” according to Fred Lee, who delivered the keynote address at the AAP National Conference & Exhibition Plenary on Oct. 26.

Fred Lee, the keynote speaker at the National Conference & Exhibition Plenary session Oct. 26 in Orlando, said pediatricians can increase patient satisfaction by focusing on compassion, helpfulness and kindness.

Lee’s unique background includes roles as senior vice president at a major medical center, a cast member at Disney University and author of the health care management book, If Disney Ran Your Hospital: 9½ Things You Would Do Differently.

“We are in the same sector as Disney, meeting a different emotional need,” Lee said during his presentation, “Learning from Disney: Going from Good to Great in Patient Perceptions.” Disney is meeting the emotional needs of a family to have fun together. Health care is meeting emotional...

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