Page 101 - Harnessing the Management Secrets of Disney in Your Company

82 The Disney Way

healthcare. “Signs throughout the facility encourage patients to read their
charts. Between 40 and 50 percent do, once, and about 15 percent do it
a second time,” Powanda says. When Griffin first proposed a ground-up
Planetree construction project, there was something of a “giggle-factor.” The
state Commission on Hospitals and Health Care would not take the idea
seriously. Charmel told us, “They thought it was too West Coast. But ulti-
mately, the commission agreed to fund it as a pilot project, the only restric-
tion being that it not cost any more per square foot than any other health
facility would spend for a more traditional renovation.” Bill Powanda says,
“We tried to be economical in purchasing equipment. For example, our
furniture was custom-designed and purchased directly from the factory at
a significant discount. I think we got maximum value for the total allow-
ance that the commission gave us.” Like Disney, Griffin does not try to
cut corners in its “on stage” patient areas, but “back stage” office areas are
very Spartan-like. The result is the look and feel of a private hospital or fine
hotel, for the cost of a not-for-profit facility.
Having been inspired by its numerous positive effects on patients and
their families, Griffin acquired Planetree in 1998. With Susan Frampton
as its dynamic president, Planetree now assists other hospitals which are
focused on adopting the practices that have brought Planetree interna-
tional recognition. Under Patrick’s leadership, Griffin has developed a
unique culture where nurses and technicians walk the halls exchanging
supportive comments like “That’s very Planetree,” and these quips serve
to reinforce a culture dedicated to creating only the best memories for
everyone who passes through its inviting doors. 22