TEDxMaastricht - Fred Lee - "Patient Satisfaction or Patient Experience ?"
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- เผยแพร่เมื่อ 5 เม.ย. 2011
- 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.
www.tedxmaastricht.com
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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He really understands how to define true quality in health care.
Fantastic talk! As an anaesthetic doctor and clinical hypnotherapist, I couldn't agree more! I was captured by every word. I wish every clinician could be shown this! Thank you.
Finally someone is talking about patients!
Mr Lee was my High School history teacher and he was an inspiration!
same here ...
I watched the Watergate hearings in 1974 in Mr. Lee's Government class. He was my favorite teacher!
I enjoyed every bit of this lecture. It actually touched some of those things we tend to ignore in our interaction with others, but they are things that make us humans.
I agree with this 💯. Patients open up and are very cooperative when you appeal to the human side. Talk with them, show you understand how it feels to be in such a vulnerable place. Tell them the truth but like a friend. Deny ungrantable requests nicely and you'll be their best doctor.
However, a movement has emerged where the clinicians are under tension and they're just following all the protocols like robots so they won't get sued.
There's anxiety and the whole human experience is taken out, it's even labelled unprofessional.
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.
You have the wrong attitude and you sound like a robot. If you don’t have the time or the mindset to see them other than a patient who’s contributing to your employment you need to leave.
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
so amazingly compassionate!
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.
Thank you sir for such humor in explaining the scope of yours
You won my heart ❤
Thoroughly enjoyed this talk and learning!
Thank you for sharing your wisdom and experience
GREAT TOPIC AND GOOD EXPLANATION OF WHAT MEDICAL CARE BECAME AND WHAT CAN THIS CONCEPT CHANGE MAKE IT BETTER
This is so amazing. The discussion is very real
I wholeheartedly enjoyed this discussion!!
I love this ❤️ im doing a research on patient satisfaction and this greatly helped me to look deeper on small things that matters
Hello please I need your help.
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
Wonderful talk!!!
great points
I would like to start by saying thank you to Mr. Lee for sharing his knowledge and experience with us. I really enjoyed your analogy of healthcare to Disneyland. You stated that there is a fourth way to drive economics and that would be via experience. The analogy of healthcare is an experience just like Disneyland but with compassion. I really enjoyed this point because it relates very nicely to an ethical concept that I saw in a recent Ted talk. Compassion for our patients is a great way to display the concept of beneficence. Beneficence is the ability to promote the most good and it is our obligation as healthcare providers to ensure that this happens. When we use compassion with our patients we are helping the body heal by decreasing sympathetic drive, driving down blood pressure, and even increasing pain threshold. These are just a few factors that play into the healing process that will improve the patient experience.
I believe this topic of compassion coming from the heart ties in well with providing the most beneficent experience for the patient’s family too. Everybody is scared in these scenarios, mostly for good reason. It truly takes an empathic person to display authentic and genuine compassion. Treating the fears of those surrounding the patient will create a more soothing and less tense environment for the patient too. Having this environmental awareness of a calmer and more melancholic surroundings, the patient may be able to heal fast. Mr. Lee stated that the immune response is improved when these environments are improved for the patient. So, with all of this information I believe that this is the most beneficent way to be with the patient. It is the healthcare workers duty to promote the most good while doing no harm, or non-maleficence. I would like to thank Mr. Lee again for giving this speech. Thank you for reading.
Great sense of humor enjoyed this video and it was all relatable.
AWESOME Lecture really appreciated and learned many tricks on this new change in medicine
THE value of experience, used as patient satisfaction in healthcare delivery system, is the driving force of business growth, adaptation to changes, now coming faster than before, and is the heartbeat of the medical care success. Big question is who will pay for healthcare?, and is a matter of discussion now. No matter what, consumer satisfaction leads to desire for the care delivered, and develops customer relationship for a long time.
Amazing!!
A Great topic that I could share to my Health Care staffs in Vietname
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?
Useful concepts for enhancing leadership of GME program directors to mentor PGY1 curricular gaps to increase patient safety.
Patients are so different now after the pandemic.
YES.
Hi doc... 😊
A great book that goes in depth into how to create an amazing patient experience way beyond this talk is Concepts in Health Care Entrepreneurship.
herrjenson
My experiences at Disney world have been extremely long lines rude peple horrible food and unhappy children.
Hi Fred Lee wnd boss Aura.. Missd you so much. Was just looking at your book. How did that Friday casual thing get started??? Come see us. at collegedale. Love you both. God bless. Bill and Beverly
I need to reschedule because I had to try and learn this doxy thing
The only problem with this is that you don't have the same groups of people coming to Disney parks as you do coming to your local hospitals. Perhaps 90% of the people who do all of the complaining probably could never even afford to pay admission to a Disney theme park. So of course Disney can boast great visitor satisfaction.....
This POV is the mindset infecting some Healthcare workers. You have to meet or combat complaints with compassion.
@@kinyunjarmon8575 you obviously aren’t on the frontlines in today’s medical system
Good
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.
They should do away with ALL intravenous procedures - the worst is the one where the needle stays within, plastered down, until the next time they need to inject fluids. Whats the idea? So they don't have to do it another time?
@@venkatasivagabbita788 I hope you're joking... No needle stays inside. It's a plastic IV tube that remains in place, not a needle. And how would we administer life saving IV drugs without an IV?
@@RavynSkye617 Well OK, the IV tube then. This is not a joking matter. It is very painful. Yes currently life saving drugs cannot be administered without it perhaps. CURRENTLY! All technology was once the ONLY way to do it - and then SOMETHING ELSE came along.
Why don't they let some of the same people who come to the hospital for free ( Medicaid/ Medicare ) go to Disney World for free and see how Disney's satisfaction scores fare thereafter. You can't please those types. That would be very interesting to see wouldn't it. It's apples to oranges
Hello My fellow students
If you can't care but for your success alone, do not become a doctor-servant of your fellow women and men.
If you care for your success alone, do not become anybody. Stay home.
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.
Recently, doctorate programs are looking at personality as part of their acceptance programs. Many have went to MMIs which are Multiple Mini Interviews in which the applicants have to not only answer questions but act out provider patient interactions. Schools recognize the problem and are trying to counteract this issue where providers have little human interaction skills. This is good because hopefully providers will be chosen not only based off intelligence but on their ability to connect with patients. Providers need not only to be able to diagnose a disease but explain to the patient what is going on and empathetic to their feelings. I agree that this should be a new criterion to applicants but this cannot be a deciding factor. If an applicant is exceptional in every category but has poor social skills, they still would be a valuable provider. I would rather have a doctor that could perform a surgery successively 9/10 times but could not communicate compared to a doctor who is able to explain that most of his surgeries only have a 50% success rate. If the provider is amazing at what they do, it doesn’t matter if they are rude or condescending.
Also, the idea that people no longer put their faith in doctors and health professionals is interesting. I want to disagree but to a certain extent it is true. Some people don’t understand simple ideas like why antibacterial soaps are bad. They believe that the doctor is telling them something because they can make extra money if they undergo another procedure or simply that they know better than the doctor. People believe that they can google something and learn more about it than what a doctor learned in 12 years of rigorous schooling. To some extent it can be true but other times a patient’s understanding falls short of complete. They believe in some experimental Chinese medicine. It may work but it may not. They either may not look at a holistic effect or misinterpret a study about the drug. Doctors are not supposed to learn everything in school about medicine. This is simply impossible. The goal of school is to give a provider the basic skills that allow them to solve new problems and determine what is important. I know many doctors that have to google new drugs or treatments, however they know what to look for in a new drug or treatment. I was talking to a vet who worked with delivering sows out in the middle of a field in the dead of winter. The mother had a prolapsed uterus which actually froze to the ground. This is not something they would teach you how to specifically solve in medical school, yet they would give you the problem solving skills to develop a solution.
Overall, I think that your evaluation of today’s technological society and how it is ruining the doctor-patient relationship is wrong. Doctors do care about their patients and if the one you go to doesn’t, I would find another one because there are many out there.
Unfortunately the talk talks about going from good to great, but doesn't progress beyond going from horrible to not-bad. Someone saying "oops" after a traumatic experience is not "good". That should not be anyone's response. It's not going from good to great. And what if "gentle sherry" had to try half a dozen times? It's sometimes not easy to find veins. Despite her politeness, would you ask her back again the next day?
Sad to report that Mr. Lee passed away on Sunday :'(
another example of Heart over talent...
The measly believe intracellularly delight because result microcephaly fix given a productive celsius. empty, agonizing blinker
Meh. Seen many years ago. Seemed innovative way back then. He speaks with authority, but is no longer relevant.
Ted talks used to be inspirational and educational. The quality has taken a nose dive.