If Disney Did Healthcare......

I’m writing this from Orlando, Florida, where I just delivered the opening keynote for the American Association of Urgent Care Medicine annual conference and exhibition at the Walt Disney World Resort. As you might imagine, I come here frequently for such engagements as well as for Microsoft corporate conferences. It is one of the few places that can really handle large groups. On previous visits I’ve had the pleasure of taking the “back stage” tour of Walt Disney World. I’ve also spent a little time at the Disney Institute. Business people from all over the world come to Disney to learn the magic of running the Magic Kingdoms. In addition, whenever I visit Orlando I try to spend a little of my downtime visiting the Disney parks. On this trip, I took another look at Epcot and Disney’s MGM Studios. All this got me to thinking about what it would be like if Disney did healthcare. Here are a few of my observations:

If Disney did healthcare there would still be long lines and lots of waiting, but they would handle the lines so well that nobody would really mind. Furthermore, if you were really in a hurry you could always grab a Fast-Pass. Despite the long lines, the total experience would be so compelling that any wait would soon fade from memory.

If Disney did healthcare our hospitals and clinics would be impeccably clean, safe and extremely efficient despite the press of humanity seeking services there every day.

The doctors and nurses, and everyone else from janitor to clerk, would greet patients with a smile. Grumpiness wouldn’t be tolerated. All workers would understand that they were cast members playing the most important roles in their patients’ lives. They would always strive to put the customer first.

If Disney did healthcare they would know everything about me from the moment I entered their clinic or hospital until the time I went home and everywhere in between. All of this would be facilitated by the best technology money could buy. And you better believe that would include customer relationship management tools. And even though computers would be running virtually everything, most of that technology would be invisible except where it was meant to be seen. Nothing could threaten the special relationship between provider and patient.

If Disney did healthcare they would still charge of ton of money, but their customers would seldom if ever complain because the total experience always exceeded expectations.

Bottom line; If Disney did healthcare there would be nothing (or perhaps everything) Mickey Mouse about it.

Bill Crounse, MD    Worldwide Health Director   Microsoft Corporation