Si c’était si simple… me semble qu’on l’aurait fait depuis longtemps !
We need imaginative approaches to training — Watson 335 (7615): 318 — BMJ: « Fred Lee in his book, If Disney Ran Your Hospital explains how exercises in imagination are crucially important components of staff training at Disney (world leaders in customer satisfaction). Lee adapted Disney’s technique to training healthcare workers. He reports the case of a surly radiology department receptionist with bad interpersonal skills. Lee persuaded her to imagine that a patient was not a stranger but instead was her favourite aunt. The receptionist’s behaviour became far more compassionate and caring and—most importantly—the changes persisted. » (Via British Medical Journal.)