Hospitable Healthcare: Just What the Patient Ordered!

Hospitable Healthcare: Just What the Patient Ordered! image
ISBN-10:

1954676514

ISBN-13:

9781954676510

Released: Sep 05, 2023
Format: Hardcover, 244 pages
to view more data

Description:

“We thought we knew what patients needed..."– Dr. James Merlino, Cleveland Clinic\nMost 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?\nGiven 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!\nRich with original survey data, examples, and interviews with widely admired hospitality and healthcare service practitioners, Hospitable Healthcare is a valuable resource guaranteed to enhance the patient experience.\nThe first of its kind,Hospitable Healthcare 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.\nAs Shoemaker’s and Yesawich’s work reveals, Hospitable Healthcare is indeed just what the patient ordered!












We're an Amazon Associate. We earn from qualifying purchases at Amazon and all stores listed here.