Fred M. Lee
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Fred M. Lee, Author
IN MEMORIAM: Author, Lecturer, and Guiding Light 08/08/1939 - 03/26/2017 It is with great sadness that we announce the passing of Fred Lee who will occupy a permanent place in American Healthcare's Pantheon of Patient Loyalty, Patient Experience, and Compassion by caregivers. Fred, the best-selling author of IF DISNEY RAN YOUR HOSPITAL: 9 1/2 Things You Would Do Differently, passed away on Sunday evening, March 26, 2017 of complications from neuro-surgery due to glioblastoma.
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Fred won the 2005 ACHE James A. Hamilton healthcare book of the year with his best-selling book that has sold over 250,000 copies in English and almost 250,000 copies in Dutch, Portuguese, and Korean. The book is currently being translated into Mandarin Chinese and should be released in China this year.
From the time Fred wrote his book in 2004, he traveled with his wife and business partner, Aura, a former director of nursing in Orlando, Florida. He lectured across the United States, Australia, Belgium, Canada, South Africa, New Zealand, England, and The Netherlands, sharing his passion and concepts of patient loyalty, the patient experience, and compassion of caregivers. Fred’s greatest desire was for healthcare leaders and caregivers to instill these concepts for future generations. His book was adapted in The Netherlands, where almost every caregiver in the country has a copy.
Although he was born in Kunming, China, spoke Mandarin Chinese, and his surname was Lee, he was not Chinese. His parents were Caucasian American missionaries who were also born in China of missionary parents.
Fred 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 inspired patient and employee loyalty. At Disney, he helped adapt and facilitate Disney’s Approach to Quality Service for the Healthcare Industry.
With his insider’s experience and a keen eye for cultural comparisons, he shared his insights with healthcare groups all over the country and all over the world.
He will truly be missed.
Please visit www.PatientLoyalty.com if you wish to send a comment or memory of Fred.
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. At Disney he helped develop and facilitate Disney's 3-day healthcare seminar, and its additional seminar on "Customer Loyalty". Using an insider's experience and a keen eye for cultural comparisons, he authored the healthcare all-time best seller, IF DISNEY RAN YOUR HOSPITAL: 9 1/2 Things You Would Do Differently, which was awarded the ACHE 2005 Book of the Year. Disney recruited him because of his expertise in helping hospitals achieve a culture that inspires patient and employee loyalty. He now shares his insights with healthcare groups all over the world.
Fred’s book, If Disney Ran Your Hospital, has over 250,000 copies in print in the English language,and alomost 250,000 copies in Dutch, Portugese, and Korean. The book is currently being translated into Mandarin Chinese and should be released in China in 2017.
Fred Lee, a nationally recognized expert and advisor 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.
Fred 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 2,100 beds) where he developed a nationally acclaimed guest relations program for hospitals.
As Fred’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 over 300 hospitals worldwide.
Highlights of his career include:
- 2015, the newly appointed Secretary of Veterans Affairs, Robert McDonald has tapped Fred Lee to serve on an external advisory board to help revitalize the nation’s veteran and family healthcare experience
- Became a trained facilitator for the Baldrige Award self-assessment process
- Author of the all-time best selling healthcare leadership book If Disney Ran Your Hospital: 9 ½ Things You Would Differently
- Multiple international speaking tours to the Netherlands, Europe and Australia
- One of the featured speakers at a TEDx conference in Mastricht, Netherlands, on innovative models in healthcare available on YouTube
- 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 1980s.
- 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 3-day seminar, "Disney’s Approach to Quality Service" and "Customer Loyalty".
Comments from presentations:
"Presentation held my attention for the entire day” - Flint, MI
"Great! I am very much inspired" - The Netherlands
"The best conference I have attended. Thank you for bringing a national speaker to our state conference" - Columbus, OH
"I did not want him to stop , I could have listened to him all day.” WOW did we learn a lot. He put into words what we could not get across to our staff about compassion. I liked him from the m inute he started to talk. He is a great teacher. He was right for our team at this time. He really understands our work. Mr Lee can help us move to the next level." - Davis, CA
"Inspired, wish he could have had more time." - Panama City, FL
"Fred Lee made me laugh, cry, and think!" - Sayre, PA
"Dynamic. Powerful. Enthusiastic presentation and powerful message!" - Melbourne, Australia
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