How reputations are built and can implode

Branding, hiring and creating an immersive experience: Lessons from Disney with Matt Zavadsky

This episode of EMS One-Stop With Rob Lawrence is brought to you by Lexipol, the experts in policy, training, wellness support and grants assistance for first responders and government leaders. To learn more, visit

In this edition of EMS One-Stop, Host Rob Lawrence welcomes Matt Zavadsky, MS-HSA, EMT, chief strategic integration officer of MedStar Ft Worth.

Matt describes how Walt Disney World’s culture and approach to the guest experience contain important lessons for EMS agencies, our leaders and our providers. The conversation covers:

  • The importance of branding
  • How reputations are built and can implode
  • The importance of “cast member” selection for your agency
  • How paying attention to the 1,000 little things create a magical immersive experience for your employees and patients

EMS1 is the premier media partner at the Pinnacle EMS conference and Rob and Matt also highlight the pre-conference session, “Hot topics in high-performance/high-value EMS,” as well as the AIMHI webinar, “How much funding do you need?,” which will be featured in a future episode.

Read more:

Read more:

9 lessons for EMS from the house of the mouse

Apply these hiring, management and operational strategies from Walt Disney World to improve the EMS experience for patients and providers


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