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After much discussion and consideration, the ACHE Board of Governors and leadership team have decided to cancel the 2020 Congress on Healthcare Leadership due to the need for leaders and healthcare organizations to manage their responses to coronavirus (COVID-19) within their communities. Learn more at

10A – What If Hospitals Ran Disney?

Monday, March 23rd

About the Session

What if we ran Disney the same way we run our hospitals? Would people still think of it as the happiest place on earth if they had to share a hotel room with complete strangers or sit in a waiting room for an unknown amount of time waiting to ride Space Mountain? It may be difficult to imagine, but this is often what patients experience in hospitals and healthcare systems. Clinical excellence and expertise are high, but how that clinical expertise is administered can affect the care experience. Now consider, what if Disney ran your hospital? How would the patient and employee experience be different? Disney is known for delivering exceptional experiences for guests. However, world-class experiences are more than just pixie dust and magic; in healthcare, world-class experiences happen when we unite clinical expertise with service excellence. During this session, a former Disney leader will share how the secrets and proven strategies Disney uses to create world-class experiences can be applied to healthcare. And, you will discover three simple tools you can use to help your employees think differently and act differently, so they can create a better care experience.

Learning Objectives:

  • Explore how to create a culture with intention, not a culture by default.
  • Discover three simple tools you can use to help your employees think and act differently so they can create a better care experience.


Presented By

Jake Poore

Integrated Loyalty Systems