" As a bedside nurse his presentation really rang true for me."
"This was an excellent presentation. Fred is an excellent motivational speaker. The entire day was very worthwhile."
"I feel I now have concrete actions that I can take back to the institution and apply."
" This was the best presentation I've seen in years."
" All of this presentation was good. You re-energized me!"
" The entire day was outstanding. The content was so meaningful and examples were applicable. It provided me with insight as to how to make meaningful experiences for patients/visitors and how to approach staff about the meaning/impact of their role."
"I would like to see this presentation taken to all levels of employees across all departments."
" Every part of the presentation gave me valuable, real and actionable ideas. It gave me a broader perspective on many of the system initiatives we've tried to adopt."
"Presentation gave me a new way to look at my management style. Section on handling irate people was very helpful."
"Mr. Lee made such sense. I've been a manager for almost 20 years and I was delighted by his presentation."
"This presentation showed us exactly where we are right now. These models showed me what we need to do to move forward."
"Thank you for giving a bit more logical perspective to Studer."
"Lots of great ideas that I can use to take back to my job. Funny-great delivery and great stories."
"This was the best presentation I've attended in a very long time. Thank you for an inspiring day."
"Realistic, logical approach to getting results. Common sense not fluff! Enjoyed each minute. This was refreshing compared to being "Studerized". Mr. Lee relays reality based, achievable goals."
"Very dynamic speaker, great presentation"
" This was the most constructive health care management conference I have ever attended. I have been a registered nurse for 26 years. This combines the very best of being at the bedside with patients with management. Thank you!-Awesome and memorable experience."
" The whole day was valuable! It gave me another way to communicate needed change in my service line."
Comments from the 21st Annual Achieving Success in Women’s Health
"Great Choice for an opening session. Thanks."
"I would like to have listened to him longer. Awesome speaker and motivator!"
"WOW! Lots of great information to take back to my hospital."
"Exceptional speaker, content, usefulness."
"Keep him longer."
"Awesome! He was fabulous! I got a great deal out of his presentation."
"Great! I could have listened to him for more than an hour."
"Great conference opener."
"I enjoyed Fred’s presentation tremendously. We are already going through his bookone chapter at a time. Great presentation."
"Appreciated all the stories and sense of humor."
"Great and very motivational."
"Very good and energizing."
"Wonderful speaker, would love to have him back."
"High energycontagious enthusiasm!"
"This was an awesome presentation. There were so many good ideas generated in a short time."
"Fred Lee was energetic and very insightful."
"He had a lot of information to share and a great way of presenting to keep the audience’s attention."
"One of the best presentations that I have ever attended."
"Excellent informationwe will incorporate changes in what we do in patient satisfaction."
"I could listen to him all day."
"Fred was wonderful. Introduced a new concept to customer service evaluations."
"Excellent and inspiring."
"Great speaker! Loved the discussion of satisfaction. Good suggestions for managers."
"Excellent way to open the conference. Mr. Lee was energetic and engaging."
"Fred was excellent and the information was very timely."
"Very engaging and motivated me to improve my management."
"Fred was absolutely wonderful. He verified my suspicions that I was unable to find data on."
"Outstanding, wonderful, right on, can take it home!"
"Very dynamic! I left feeling motivated and that I walked away with something I can apply in my daily work life."
"Clarifying and motivating."
"A nice twist and an interesting way to learn and remind us about compassion."
"My “experience” is something that will motivate me to tell stories to many! "
"Timely presentation for mewe are restructuring our programs and we have lots of 4s on our satisfaction survey (yipes!)."
"A great speaker who gets the audience to think and jot down ideas to apply to personal situation."
"I could have listened to Fred longer. He gave us many things to look at that are related to going from good to great."
"Excellent, excellent presentationenergetic, purposeful, excellent examples."
"Dynamic, inspiring, great examples of how to illustrate salient points."
"Excellent material, I can use it to modify some of the Studer requirements that have been mandated."
"Good speaker and did not make any negative comments regarding the Studer approach to service."
"I have great stories from your presentation and new ideas to bring back on how move our patient experience from good to great."
"Fantastic! Uplifting! Great, fresh, newgot away from the old ‘service talk.’"
"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. "
"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".
Vice-President of Customer Service
"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. "
"Fred Lee came to
, 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
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
Columbia, South Carolina
"Fred: All I can say is “WOW!” Our goal was to provide a customer service program for the hospitals in
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."
“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."
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 understandingwhen 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."
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
Former 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."
President and CEO of Adventist Health Region Southwest
“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."
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."
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."
JCAHO & Service Excellence Coordinator
Hunterdon Medical Center
"This vision for 21st century healthcare challenges us to provide a new and holistic level of service, which includes caring for the spiritual as well as physical needs of patients."
Dr. Richard Callaway
Chaplain of East Tennessee Children's Hospital
"Fred Lee has a deep understanding of patient loyalty and his work is grounded in practical experience that goes far beyond customer service training to cultural transformation. Fred has made a lasting impression and a dramatic difference in our multi-hospital system and has changed many lives for the better through his understanding of motivation, proactive responsibility, and empathy in healthcare."
VP of Patient Care
Parker Adventist Hospital