"I cannot recall a speaker receiving such outstanding evaluations in our 31 year history of developing conferences. You were the WOW! factor of this conference. What an accomplished and effective speaker you are! Thank you so much for helping make our 21st Annual Achieving Success in Women's Health the best ever. And it is particularly gratifying for me to know that you have evolved your commitment to customer service to such a high level of success. I remember the early days when you focused (with much success) on topics like complaint recovery and so on. You have come a long way and are now clearly the national leader on the next level of customer service management in health care. "
Richard Ireland
President
Snowmass Institute
"Fred's book and presentation (to the management staff of our three hospitals, health plan and related businesses) was profound. His impact did not end after his presentation, that's when it began. It has been months now since Fred was here and not a day goes by that we're not referencing him or implementing one of his concepts".
Valerie Holloway
Vice-President of Customer Service
Health First, Melbourne , Florida
"I read Fred Lee's book about a year ago, while on vacation. As I paged through it, I found myself agreeing with about everything he said. When I returned, our organization decided to use it as "must reading" for all our managers. Since then, we invited Fred Lee to come present to us, and over 300 people were privileged to hear him speak. We found him to be very open, very real, very human. He reminded us of why we got into health care in the first place. The impact of Fred Lee and his book on our organization, as we move from patient satisfaction to patient experience, has been major. We've ordered 500 more copies of the book, and are finding countless ways to apply Fred's ideas within our 4 hospital organization. "
Mike Halseth
President/CEO
Valley Health, Winchester , Virginia
"Fred Lee came to Knoxville , Tennessee , in July of 2004 and presented a seminar for about 350 health care professionals at the invitation of our East Tennessee Friendly Access Coalition. He kept the entire group spellbound from about 9:00 a.m. until 4:30 p.m. with his message about creating a professional team that includes every employee carrying out equal responsibility for client-focused care. His imagery is compelling and sure to lead to changes for the better in our health care system."
Ann Ince, Chair
East Tennessee Friendly Access Coalition
"I found Fred Lee's book "If Disney Ran Your Hospital" during an internet search last fall and ordered it online. After reading his book over a weekend I absolutely connected with his strong message. I immediately ordered several copies for the remaining members of our senior management team and discussed my thoughts with them the following Monday. They read the book and we concluded that Fred needed to come to our organization and speak to the members of our management team. After speaking with Fred and scheduling a visit, he came to Palmetto Health Richland in February. Although slightly skeptical about bringing in a speaker to meet with 200+ members of the management team for an 8-hour retreat, we could not have been more thrilled with the day and the subsequent outcome of his time with our organization. I've heard many speakers in the past ten years and none of them compare to Fred. His message resonated with our organization and his unique way of integrating personal stories into his message sets him apart from others. I would recommend him to any organization (other than those in our service area)! The benefit of his time with us can not be quantified, but I assure you we would love to have him back. I told him not to forget Palmetto Health Richland because we discovered him prior to his winning the book of the year award from the American College of Healthcare Executives in March!"
John J. Singerling
Vice President, Operations
Palmetto Health Richland, Columbia, South Carolina
"Fred: All I can say is "WOW!" Our goal was to provide a customer service program for the hospitals in Minnesota that would help them tackle the often challenging role of "exceeding customer service". Your program not only met, but exceeded that goal. I have never had a program that sold out 5 times in a row! Your grasp of the topic and your delivery of the material was not only educational, it was engaging and entertaining - which is the best way to learn. It was obvious from your delivery of the material that you have a passion for wanting to help hospitals be the best they can be. Your presentation, coupled with your book "If Disney Ran Your Hospital" provides the foundation and follow through any hospital would need to create an in-house customer service program. Thank you for the opportunity to engage our hospitals in such a dynamic experience."
Peggy Westby
Vice President
Minnesota Hospital Association
"When If Disney Ran Your Hospital ... arrived, I skimmed it -- like I do with more than 60 books a year. Then, on a coast-to-coast flight, I read every page with a hi-liter in hand. Uncommon wisdom, high-leverage advice. The book is now required reading for graduate students taking my course in health services marketing at the University of Washington. Bravo Fred!"
Dennis D. Pointer, Ph.D., Austin Ross Professor,
Department of Health Services, University of Washington
"This groundbreaking work challenges several assumptions that have defined the customer service philosophy for health care. Filled with illuminating cases from the author's experience, it is a "must-read" for those who want intelligent, caring, and responsible ethics to define how those served by health care should be treated. I highly recommend it."
James J. Londis, Ph.D
Director of Ethics and Corporate Integrity
Kettering Medical Center Network
"I wish I had read this book when I was a hospital CEO. I would have given one to every employee."
Jerry F. Pogue,
President & CEO of Tributary Healthcare
"Fred Lee's message speaks to the heart of nursing leadership. This is exactly what nurse executives are looking for...a practical guide with vivid illustrations and profound insights that can be put to use immediately. It goes to the core of leadership in a healing environment and will inspire nurses at every level of the organization."
Pamela Thompson
CEO Association of Nurse Executives
"There are three stages of knowledge: First, simplicity borne of ignorance. "Oh, that's simple..." from the person who doesn't understand what they are talking about. Second, complexity borne of understanding-when one realizes a subject is far more complex than it first appears on the surface. Third, is the simplicity borne of profound understanding. Only a few get to this lofty state. Free Lee is among that elite group. He displays a profound understanding of what quality service is all about."
Dean Hubbard
President of Southwest Missouri State University and
National Malcolm Baldrige Award examiner
"Fred Lee is one of the most insightful people I know regarding leadership development and building customer loyalty. Our management team has rated him as one of the best speakers to ever present to our organization."
R. Lynn Wilson
President & CEO of BryanLGH Health System
"I highly recommend Fred Lee to anyone who is serious about exceptional service. He has provided consultation and training to the employees, physicians and leadership of Metroplex Adventist Hospital for many years. His style of presentation is clear, practical and very effective."
Ken Finch
President and CEO of Metroplex Hospital
"This book is a must read for any healthcare provider, especially physicians. Fred Lee's approach is direct and refreshing. It truly requires a cultural change for every department."
Larry Sullivan, MD,
Director of Emergency Services,
Decatur General Hospital
"He bridges the principles of customer experience between the entertainment and healthcare industries."
Jim Gravel
Executive VP and COO of Mercy Health Partners
"Fred Lee writes and speaks with a passion for quality patient care. This book is an easy read that makes sense, and gives you tools to use for change now."
Carol Kunau
VP of Patient Care Services
Portland Adventist Medical Center
"Fred Lee is exceptional! His real life experiences combined with his intellect, compassion, and courage create an unforgettable experience for anyone who hears his message."
Kimberly Palazzi
JCAHO & Service Excellence Coordinator
Hunterdon Medical Center
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