Analysis Of Experient Satisfaction Or Patient Experience By Fred Lee

Fred Lee has the distinction of being both the senior vice president of two major hospitals and a former cast member at Walt Disney World. He is the author of the best-selling book, If Disney Ran your Hospital- 9 and a half things you would do differently. Much of his work is focused on patient relations and service excellence. In his Tedx talk titled, “Patient Satisfaction or Patient Experience?” he discusses the difference between satisfaction of care and patient experience. Excellent service has been the standard in healthcare since the principles of service were adopted in the 1980’s. He explains that originally it was thought that patient satisfaction would lead to all of the same positive outcomes of great service in the service industry. This shift in the 80’s is where we began to see the introduction of the healthcare ‘script’ and the common salutations we still see and use to this day. However, there is something missing with this idea. Bedside …show more content…
It is the responsibility of the entire healthcare team, including the physical therapist, to create a positive experience for patients in all settings. The American Physical Therapy Association (APTA) has set forth a number of core values for professionalism in physical therapy. One of the core values is altruism. According to the APTA, altruism is the primary regard for or devotion to the interest of patients. The APTA describes this as, “providing services that go above and beyond expected standards of practice.”2 Lee’s example comparing the two nurses is the perfect example of what it means to go above and beyond. Making the patient comfortable and establishing trust is vital to an effective treatment session. A patient is more likely to be compliant during treatment and report positively about their health care provider if they have a positive and personable