Hospitable Healthcare

<p><strong style=background-color: rgba(255 255 255 1); color: rgba(15 17 17 1)><em>We thought we knew what patients needed...</em>- Dr. James Merlino<em> Cleveland Clinic</em></strong></p><p><span style=background-color: rgba(255 255 255 1); color: rgba(15 17 17 1)>Most consumers agree their service experiences with hospitals clinics and physicians fall well short of their service experiences with hotels resorts and restaurants. So what would their experiences be like if healthcare providers served them the same way hospitality providers do?</span></p><p><span style=background-color: rgba(255 255 255 1); color: rgba(15 17 17 1)>Given that both industries share many common service touchpoints one wonders whether healthcare service providers could adopt principles of hospitality to enhance the patient experience. The insights shared in this book reveal the answer: yes!</span></p><p><span style=background-color: rgba(255 255 255 1); color: rgba(15 17 17 1)>Rich with original survey data examples and interviews with widely admired hospitality and healthcare service practitioners </span><em style=background-color: rgba(255 255 255 1); color: rgba(15 17 17 1)>Hospitable Healthcare</em><span style=background-color: rgba(255 255 255 1); color: rgba(15 17 17 1)> is a valuable resource guaranteed to enhance the patient experience.</span></p><p><span style=background-color: rgba(255 255 255 1); color: rgba(15 17 17 1)>The first of its kind </span><em style=background-color: rgba(255 255 255 1); color: rgba(15 17 17 1)>Hospitable Healthcare</em><span style=background-color: rgba(255 255 255 1); color: rgba(15 17 17 1)> introduces healthcare providers to an original service model based on principles the hospitality industry has used to create great guest experiences: PAEER (for Prepare Anticipate Engage Evaluate Reward). The model addresses four trends impacting healthcare: more patient-directed selection of healthcare service providers; greater transparency in the pricing of healthcare services to promote competition; more direct-to-consumer marketing to attract new patients; and the growing importance of patient satisfaction when payors determine reimbursement.</span></p><p><span style=background-color: rgba(255 255 255 1); color: rgba(15 17 17 1)>As Shoemaker's and Yesawich's work reveals </span><em style=background-color: rgba(255 255 255 1); color: rgba(15 17 17 1)>Hospitable Healthcare</em><span style=background-color: rgba(255 255 255 1); color: rgba(15 17 17 1)> is indeed just what the patient ordered!</span></p><p></p><p><span style=color: rgba(15 17 17 1); background-color: rgba(255 255 255 1)></span><strong style=color: rgba(15 17 17 1); background-color: rgba(255 255 255 1)>The experience patients have when receiving healthcare</strong><span style=color: rgba(15 17 17 1); background-color: rgba(255 255 255 1)> not just the clinical outcome</span><strong style=color: rgba(15 17 17 1); background-color: rgba(255 255 255 1)> is an important determinant of their assessment of the quality of care they receive.</strong><span style=color: rgba(15 17 17 1); background-color: rgba(255 255 255 1)> People ask three things of their healthcare providers in addition to a good clinical outcome: 1) 'Listen to me' 2) 'Communicate clearly in a manner I can understand' and 3) </span><strong style=color: rgba(15 17 17 1); background-color: rgba(255 255 255 1)>'Treat me with dignity and respect.'</strong><span style=color: rgba(15 17 17 1); background-color: rgba(255 255 255 1)> </span><em style=color: rgba(15 17 17 1); background-color: rgba(255 255 255 1)>- </em><span style=color: rgba(15 17 17 1); background-color: rgba(255 255 255 1)>Dr. Jason Wolf The Beryl Institute</span></p>