One key factor is the Disney approach to engagement. In order for a hospital to maximize the way they engage with their patients, the care-givers and staff must be fully engaged. There are keys to developing the culture in our hospitals that will insure that the patient is engaged and that their EXPERIENCE (in totality of the entire care process) is the absolute best that it can be - even despite the dire and awful situations in which patients and their families may find themselves.

We encourage and foster ideals like enablement, dignity, personalized care, attention, and respect. Yet sometimes, we executives forget a key component. We must continually remind ourselves that the care-givers and staff at the point-of-care deserve and desire those same ideals. And when they receive these ideals from us, they will pass it to their patients in even greater quantities than they do now!