Posted on May 25, 2016
Senators call for VA chief to resign over Disney remark
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What do you think?
Senators call for VA chief to resign over Disney remark
Posted from washingtonpost.com
Department of Veterans Affairs (VA)
Scandal
DAV
Posted >1 y ago
Responses: 8
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You have to give the leadership time to make changes, otherwise, nothing will improve. The Disney comment was poorly worded. What he was trying to convey is that the VA wants to shift to measuring outcomes and not just access to care. This is how prestigious civilian hospitals do it and you notice the people bashing him are not medical executives. The wording was bad, but the overall intent is logical. Look at the resume of individual if you are wondering where their logic came from. If they keep firing the VA Chief in time you are not going to have a VA.
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Cpl Kevin Osborne
I can see many reasons why the VA would want to emulate Disney. Disney Customer Service is unparalleled.
In the book 7 Keys to the Magic Kingdom the question is asked, "who is your competition"? Anyone that the customer compares you to! That is a much broader definition than just the industry that you operate in.
It is wise to look for best management practices across all industries. Disney is focused on providing an enjoyable experience.
When I went to the VA Hospital in Loma Linda, CA for the first time the people were so friendly I went back outside to look at the sign and make sure I was in the right place!
Just because the "scholar" quoted in the article cannot see past the rides does not mean that Disney is not a business model to be followed.
I did not see anywhere in the article where the VA said they were going to wear costumes or act like fools. Here is a quote of what McDonald did say, “We want the veterans’ experience with the VA to be as good as the best private sector experiences.” Who can argue with that?
The truth of this article sounds to me like the VA is just putting an identifying company with practices that they were already doing. Patient centered care. This is the concept of the Dr's rotating from different sections to visit with patients instead of them wandering around trying to find their next appointment. Booking multiple appointments on the same day. Taking the patients time into consideration.
Disney sets up listening posts and empowers their people to make their experience memorable. Instilling the patient centered care model is in line with this concept as well.
The reason Disney would offer to help for free is the positive publicity adds more to their good will than monetary compensation could.
This is how all VA's should be ran.
Nothing new to see here, just media trying to stir up trouble.
In the book 7 Keys to the Magic Kingdom the question is asked, "who is your competition"? Anyone that the customer compares you to! That is a much broader definition than just the industry that you operate in.
It is wise to look for best management practices across all industries. Disney is focused on providing an enjoyable experience.
When I went to the VA Hospital in Loma Linda, CA for the first time the people were so friendly I went back outside to look at the sign and make sure I was in the right place!
Just because the "scholar" quoted in the article cannot see past the rides does not mean that Disney is not a business model to be followed.
I did not see anywhere in the article where the VA said they were going to wear costumes or act like fools. Here is a quote of what McDonald did say, “We want the veterans’ experience with the VA to be as good as the best private sector experiences.” Who can argue with that?
The truth of this article sounds to me like the VA is just putting an identifying company with practices that they were already doing. Patient centered care. This is the concept of the Dr's rotating from different sections to visit with patients instead of them wandering around trying to find their next appointment. Booking multiple appointments on the same day. Taking the patients time into consideration.
Disney sets up listening posts and empowers their people to make their experience memorable. Instilling the patient centered care model is in line with this concept as well.
The reason Disney would offer to help for free is the positive publicity adds more to their good will than monetary compensation could.
This is how all VA's should be ran.
Nothing new to see here, just media trying to stir up trouble.
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Cpl Kevin Osborne
I found a comment, on that same page from someone that attended the two week course for Disney. Here is what he had to say about it.
Richard Donegan says
February 18, 2015 at 6:02 pm
Several years ago, while working in a industry and for a company that was dependent on satisfying customers, executives and employees alike were handpicked to attend the Disney Academy – two weeks training in Orlando where Disney trained their new employees.
I must say I was very skeptical when I was first told of it. However, my attitude soon changed and it’s had life-long lingering impacts. The training was sensational and clearly directed at the customer.
I can say from personal experience and seeing the difference it made with other employees of my company who attended with me, this training can only make the VA more veteran friendly. It certainly can’t hurt. The VA is so anti-veteran friendly now that something really needs to be done.
While I’m not a fan of the VA or Sec McDonald, I do give kudos to him for doing something out of the box and necessary. Only time will tell if it works but it’s better than just continuing without trying to improve a broken system.
Richard Donegan says
February 18, 2015 at 6:02 pm
Several years ago, while working in a industry and for a company that was dependent on satisfying customers, executives and employees alike were handpicked to attend the Disney Academy – two weeks training in Orlando where Disney trained their new employees.
I must say I was very skeptical when I was first told of it. However, my attitude soon changed and it’s had life-long lingering impacts. The training was sensational and clearly directed at the customer.
I can say from personal experience and seeing the difference it made with other employees of my company who attended with me, this training can only make the VA more veteran friendly. It certainly can’t hurt. The VA is so anti-veteran friendly now that something really needs to be done.
While I’m not a fan of the VA or Sec McDonald, I do give kudos to him for doing something out of the box and necessary. Only time will tell if it works but it’s better than just continuing without trying to improve a broken system.
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CPT Mark Gonzalez
Cpl Kevin Osborne - My take away is he has a good intent, but the media is blasting a political appointee. You can always can on the media for controversy.
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Cpl Kevin Osborne
CPT Mark Gonzalez - Agreed Sir; I am not aware of what else he has done since his appointment, but this makes sense.
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Exactly how many VA Chiefs have resigned or been fired since the entire VA Scandals broke? No he doesn't need to be fired and I do not think he meant it as a comparison like it is being taken. IN context the Disney Corporation prides itself on customer satisfaction. The VA needs to be in the business of Customer Satisfaction. After all my satisfaction is dependent upon the services rendered and the outcome. I do not believe the man misspoke or even spoke out of line. Some have their panties in a twist over a simple remark but yet we laugh at all the college students who need safe spaces over words. Hello kettle met pot. Stop being so offended by words and let the man try to do the job he was hired for, if he fails then fire him. Let the man actually follow his own line of logic which, unless your panties are in a twist, is actually a good way to model the affairs or "customer satisfaction." If the VA was run with this mentality you would think it would be less about bean counters and wait times as opposed to real results of taking care of the customer.
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