classic movies

‘Zoolander’, the ultimate really, really, ridiculously great dumb comedy

Ahead of the sequel in February, take a second look at the 2001 comedy featuring the comic talents of Ben Stiller and Owen Wilson.

It’s no shocker that the trailer of Zoolander 2 has notched up so many views on YouTube. The sequel of the hit comedy Zoolander (2001) comes with a cast as incredible as the original. Ben Stiller and Owen Wilson are recruited by the Interpol to investigate a series of assassinations, and they are joined in their efforts by former swimsuit model Penelope Cruz. Together they are fighting to stop the “world’s most beautiful people” from being killed. And while the movie has been attacked for Benedict Cumberbatch’s portrayal of a transgendered person, the fact to remember is that Zoolander has always been about parodying a trend or an obvious stereotype.

The sequel will be released on February 12 in the United States of America. It could easily be as funny as the original or a disappointment like so many other sequels. Either way, the trailer and posters are reasons enough to revisit the comic brilliance of Zoolander.

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Zoolander tells the story of a male model who may not be the smartest cookie in the jar but is blessed with a perfect bone structure. Having been the biggest deal in the fashion industry for a long time now, Derek Zoolander (Stiller) is now almost past his prime. He is being overthrown by the angel-winged, tea-sipping rising star Hansel (Wilson), who is “so hot right now”.

When Derek loses the title of VH1’s Male Model of the Year and three of his roommates to a “freak gasoline fight accident”, he has an epiphany and is suddenly “pretty sure there’s a lot more to life than being really, really, ridiculously good looking.” He decides to go back home but is rejected by his tough coal miner father, who is embarrassed by a commercial in which his son is dressed like a mermaid (sorry Derek, it’s merMAN), and obviously annoyed at Derek’s suspicions that he might be getting the black lung one day into the job.

Hurt and vulnerable, Derek returns to New York City and is instantly hired as the headliner for a new line by Jacobim Mugato (Will Ferrell), called Derelicte. But there is more than meets the runway here. It’s not just a fashion show, it’s an assassination.

Derek and Hansel are joined by a journalist, Matilda (Christine Taylor), whose obvious dislike for everything ‘fashion’ stems from the fact that she was once bulimic. As Derek deduces from that, she can read minds.

The movie is full of brilliantly dumb jokes. From Stiller’s trademark Blue Steel to David Duchovny’s Glass Dome, the gags are unique and the dialogue is still memorable 15 years later. The movie is studded with star cameos by over 40 celebrities, including Gwen Stefani, Billy Zane, Natalie Portman, Vince Vaughn, Jon Voight, Paris Hilton, Victoria Beckham, Cuba Gooding Jr and Donald Trump. There is also David Bowie in here. The incredible David Bowie. And that is always a good thing.

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Putting the patient first - insights for hospitals to meet customer service expectations

These emerging solutions are a fine balance between technology and the human touch.

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The evolving patient

Healthcare service customers, who comprise both the patient and his or her family and friends, are more exposed today to high standards of service across industries. As a result, hospitals are putting patient care right on top of their priorities. An example of this in action can be seen in the Sir Ganga Ram Hospital. In July 2015, the hospital launched a ‘Smart OPD’ system — an integrated mobile health system under which the entire medical ecosystem of the hospital was brought together on a digital app. Patients could use the app to book/reschedule doctor’s appointments and doctors could use it to access a patient’s medical history, write prescriptions and schedule appointments. To further aid the process, IT assistants were provided to help those uncomfortable with technology.

The need for such initiatives and the evolving nature of patient care were among the central themes of the recently concluded Abbott Hospital Leadership Summit. The speakers included pundits from marketing and customer relations along with leaders in the healthcare space.

Among them was the illustrious speaker Larry Hochman, a globally recognised name in customer service. According to Mr. Hochman, who has worked with British Airways and Air Miles, patients are rapidly evolving from passive recipients of treatment to active consumers who are evaluating their overall experience with a hospital on social media and creating a ‘word-of-mouth’ economy. He talks about this in the video below.

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As the video says, with social media and other public platforms being available today to share experiences, hospitals need to ensure that every customer walks away with a good experience.

The promise gap

In his address, Mr. Hochman also spoke at length about the ‘promise gap’ — the difference between what a company promises to deliver and what it actually delivers. In the video given below, he explains the concept in detail. As the gap grows wider, the potential for customer dissatisfaction increases.

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So how do hospitals differentiate themselves with this evolved set of customers? How do they ensure that the promise gap remains small? “You can create a unique value only through relationships, because that is something that is not manufactured. It is about people, it’s a human thing,” says Mr. Hochman in the video below.

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As Mr. Hochman and others in the discussion panel point out, the key to delivering a good customer experience is to instil a culture of empathy and hospitality across the organisation. Whether it is small things like smiling at patients, educating them at every step about their illness or listening to them to understand their fears, every action needs to be geared towards making the customer feel that they made the correct decision by getting treated at that hospital. This is also why, Dr. Nandkumar Jairam, Chairman and Group Medical Director, Columbia Asia, talked about the need for hospitals to train and hire people with soft skills and qualities such as empathy and the ability to listen.

Striking the balance

Bridging the promise gap also involves a balance between technology and the human touch. Dr. Robert Pearl, Executive Director and CEO of The Permanente Medical Group, who also spoke at the event, wrote about the example of Dr. Devi Shetty’s Narayana Health Hospitals. He writes that their team of surgeons typically performs about 900 procedures a month which is equivalent to what most U.S. university hospitals do in a year. The hospitals employ cutting edge technology and other simple innovations to improve efficiency and patient care.

The insights gained from Narayana’s model show that while technology increases efficiency of processes, what really makes a difference to customers are the human touch-points. As Mr. Hochman says, “Human touch points matter more because there are less and less of them today and are therefore crucial to the whole customer experience.”

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By putting customers at the core of their thinking, many hospitals have been able to apply innovative solutions to solve age old problems. For example, Max Healthcare, introduced paramedics on motorcycles to circumvent heavy traffic and respond faster to critical emergencies. While ambulances reach 30 minutes after a call, the motorcycles reach in just 17 minutes. In the first three months, two lives were saved because of this customer-centric innovation.

Hospitals are also looking at data and consumer research to identify consumer pain points. Rajit Mehta, the MD and CEO of Max Healthcare Institute, who was a panelist at the summit, spoke of the importance of data to understand patient needs. His organisation used consumer research to identify three critical areas that needed work - discharge and admission processes for IPD patients and wait-time for OPD patients. To improve wait-time, they incentivised people to book appointments online. They also installed digital kiosks where customers could punch in their details to get an appointment quickly.

These were just some of the insights on healthcare management gleaned from the Hospital Leadership Summit hosted by Abbott. In over 150 countries, Abbott is working with hospitals and healthcare professionals to improve the quality of health services.

To read more content on best practices for hospital leaders, visit Abbott’s Bringing Health to Life portal here.

This article was produced on behalf of Abbott by the Scroll.in marketing team and not by the Scroll.in editorial staff.