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Jennifer Yugo, PhD
Whether it's serial perpetrators of abuse or a person that occasionally makes a hurtful remark, rudeness and bullying behaviors directly harm patient care.
One promise central to Disney is the expectation of genuine care for each person that touches the company. In healthcare, this means caring for every person from custodians to doctors to patients.
What doctors' offices can learn from Disney to deliver positive wait time experiences.
Disney's approach to Guestology includes understanding needs, wants, stereotypes & emotions.