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 patients the same way hospitality providers serve guests? Could healthcare service providers improve the patient experience by adopting principles of hospitality? The insights shared in this book reveal the answer: Yes!
Rich with original survey data, examples, and interviews with widely admired hospitality and healthcare service executives, Hospitable Healthcare is a valuable resource for healthcare providers that is guaranteed to enhance the patient experience.
The first of its kind, Hospitable Healthcare introduces healthcare providers to an evidence-informed service model based on principles the hospitality industry has used to deliver praiseworthy service: 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.
As Shoemaker’s and Yesawich’s work reveals, Hospitable Healthcare is indeed just what the patient ordered!