Fred Lee has the enviable distinction of having been both a senior vice president of a major medical center and a cast member at Disney University. Disney recruited him because of his expertise in helping hospitals achieve a culture that inspires patient and employee loyalty. At Disney he helped develop and facilitate Disney’s healthcare version of its 3-day seminar, Disney’s Approach to Quality Service, and its newest seminar on Customer Loyalty. Using an insider’s experience and a keen eye for cultural comparisons, he authored the healthcare best seller, If Disney Ran Your Hospital: 9 ˝ Things You Would Do Differently, which was awarded the 2005 Book of the Year from the American College of Healthcare Executives. He now shares his insights with healthcare groups all over the country.

Fred Lee is a nationally recognized expert and consultant in patient relations and service excellence. His seminars are dynamic, inspiring, and immensely practical. He motivates healthcare managers as well as front line staff by talking their language and having walked in their shoes. He can also lead an organization through a comprehensive cultural change based on the Baldrige Award criteria that builds patient loyalty through dedication to exceptional service, continuous improvement, and effective feedback systems.

Lee began his healthcare career at Shawnee Mission Medical Center in Shawnee Mission, Kansas, a suburb of Kansas City. During his five years there as vice president for marketing and development, he won several national awards for innovative approaches to patient satisfaction and loyalty. He was then recruited to be senior vice president at Florida Hospital (now over 1500 beds) where he developed a nationally acclaimed guest relations program for hospitals.

As Lee’s reputation in the industry grew, and other hospitals sought out his expertise in developing their own strategies, he left Florida Hospital and formed his own healthcare marketing and service excellence company which has provided consulting or training services to nearly 100 hospitals.

Highlights of his subsequent career include:

•		Joined Dick Ireland in the Snowmass Institute to teach a 40-hour course in Healthcare Communications that was the leading source of education for healthcare communicators in the 1980’s.
•		Authored a handbook for healthcare service line management which was purchased and used in over 300 hospitals.
•		Asked by the American Management Association’s Healthcare Division to develop and teach their first certificate course for healthcare managers in service line marketing.
•		Invited by Disney University to help develop and facilitate a health-care version of the 4-day seminar, Disney’s Approach to Quality Service, and their most recent seminar, Customer Loyalty.
•		Became a trained facilitator for the Baldrige Award self-assessment process.
•		Selected by Pfizer as part of a special faculty to teach Older Adult Sensitivity Workshops for healthcare organizations.