A former US hospital administrator on improving stalled patient satisfaction rates

Fred Lee was executive vice-president at one of America's largest hospitals and has worked in healthcare for 30 years. He has also done consulting work for the Disney Corporation, which allowed him to make cultural comparisons between working at Disney and working at Florida Hospital. Fred Lee used what he learned to unravel why hospital patient satisfaction rates have been stuck at the same level for a decade, and what can be done to improve it. He has written the book, If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently.