Hospital stays are expensive – even if a patient’s insurance covers most of the cost, they pay hefty monthly fees to ensure financial protection.
Think about other experiences that cost moderate to large sums of money – hotel stays, continuing education, airfare, and five-star restaurants, for example. People begin the experience with a certain expectation, and if it is not met or exceeded, they may choose differently the next time around.
The truth is, patients now have a choice in hospitals, and they are going to choose in the same way that they select any of their elective purchases. They will shop around.
This brings us back to banishing the “box” that tells us certain things do or do not have a place in healthcare. To solve the competition issue facing hospitals, it’s time to look outside the industry, to the people that set the gold standard of customer experience: Disney.
Walt Disney World, Disneyland, Disney Cruise Line, Disney movies…..all are tried and true and known for the quality of experience that comes with the price tag. So, what do they do that has made them the World’s favorite entertainment company? Much of it comes down to a relentless dedication to service and a one-of-a-kind experience.