Army hires Disney to change attitudes

WASHINGTON, Feb. 25 (UPI) -- The U.S. Army has enlisted Disney to improve the attitudes of staff at Walter Reed Medical Center in Washington, for $800,000.

All military and other government employees at Walter Reed are required to attend a four-hour seminar on customer service developed by Disney, The Washington Post reported Monday.

The move follows a scandal that erupted at Walter Reed last year over the long-term treatment of soldiers.

On a recent day, 50 medical workers watched a slide of a cranky Donald Duck exhibiting clear signs of frustration as he clutched an old-fashioned telephone.

"Why do you think he's frustrated?" Disney trainer Kris Lafferty asked attendees who responded with various theories.

The lesson being taught by Lafferty and fellow Disney trainer Mike Donnelly was that poor service results in frustration.

"One day of training with Disney isn't going to change our hospital," says Col. Patricia D. Horoho, commander of the Walter Reed health care system. "Disney is just one piece of a whole system-wide process we're trying to change."