1. Behind the Magic:
An unusual comparison between the Walt Disney Company
and Memorial Sloan Kettering Cancer Center
Presented By
Megan Coakley (Rutgers ‘18) &
Nicolette Gadaleta (Rutgers ‘17)

2. Why
Walt Disney World
and Memorial
Sloan Kettering?

3. The Walt Disney Company
★ World Renowned Industry Leader in Family Entertainment
★ Reliable Company
★ Demonstrated Performance
★ Reputation You Can Trust
★ High Quality
★ Exemplary Service

4. Memorial Sloan Kettering Cancer Center
★ World Renowned in Patient Care and Top of the Line Research
★ Reliable Company
★ Demonstrated Performance
★ Reputation You Can Trust
★ “More Science, Less Fear”

5. Where do these companies both excel?
Commitment to Customer Service!

6. The Disney Compass
Needs
Emotions
Stereotypes
Wants

7. Needs: The Basics of Patient Care
★ Focuses on meeting the minimum requirements for the
patient
★ POAs are tasked with helping to plan necessary
treatments, appointments, and labs
★ POAs make sure every patient always receives
appropriate care, 100% of the time

8. Wants: Going the Extra Mile
★ Catering to the patient’s wants allows us at MSK to
provide that next level of care
★ Taking patient’s wants into account helps to elevate MSK
to a higher position in the healthcare industry
★ Life doesn’t stop when cancer strikes. POAs help patients
keep doing what matters most.

9. Stereotypes: Breaking the Mold
★ Hospitals are often viewed as ominous and foreboding
★ Doctors are seen as “too busy” to focus on patients
★ Here at Memorial Sloan, we prove this wrong every day
★ As POAs, we have experienced first hand how well the doctors and
nurses care for their patients and how the patients truly appreciate
both their clinical and administrative team

10. Emotions: What POAs Do Best
★ In any form of care, patients can experience an “emotional
rollercoaster”
★ As POAs, it is our role as first contact to make sure every patient
has someone to lean on during the duration of their time at MSK
★ Patient care is not just clincial but en-”compasses” a well
rounded team

11. In short…
Physician Office Assistants are the needle on the Patient
Care Compass at Memorial Sloan Kettering