Abstract:
Many of the keys to success in creating value-based, patient-centered health care can be learned from the
cornerstones of the hospitality industry. In both of these seemingly disparate marketplaces, stellar care and exceptional
customer service helps establish loyalty. Guests at world-class hotels and resorts and patients at top-tier health care
organizations share commonality. These include an expectation for professionalism, employee engagement, unrivalled
quality controls and trusted safety. At a time when competition and choices abound in both spaces, consider that health care
organizations can create a unique experience by modeling some of their key business goals around the hospitality industry. A
clearly defined culture of delivering personalized service excellence and the highest quality should be obvious to customers
(patients) and competitors alike. Your people are your culture, your competitive advantage. Great employees, especially at
the front lines, are the face of the business; the brand ambassadors. Collaborate with teams to continuously improve, innovate
and grow. Create new relationships and partnerships. Value-based, patient centered care means superb patient experiences,
ease of access, unrivalled quality and the utmost in safety. An established culture of service and high standards creates
customer trust in the hospitality “5-Star” category. By successfully executing the priorities exemplified by your
organization’s culture, your patients will place their trust in you
