Hospitality in Healthcare Partners
Enhancing the healthcare patient experience through the principles of hospitality.
Inspiration
Most people have at least one story about a healthcare experience “gone bad.” Yet, remarkably, when asked why, the reason is rarely the clinical outcome. Rather, it was the manner in which the healthcare was delivered.
Not surprisingly, there is compelling evidence of how this “hospitality deficit” in the delivery of healthcare affects the patient experience. In a comprehensive examination of the drivers of patient satisfaction in 3,180 hospitals in the U.S., the “halo effect of hospitality” emerged as the key determinant. Neither medical quality nor patient survival rates had much impact, while the “room and board” aspects of care did (Young, C., Chen, X., "Patients as Consumers in the Market for Medicine: The Halo Effect of Hospitality," Social Forces, November 2020).
Medicality Consultants and Hospitable Healthcare Partners have observed this outcome repeatedly in practice so they formed Hospitality in Healthcare (HIH) Partners to lend their expertise to healthcare providers seeking to enhance the patient experience.
Our Mission
HIH combines the clinical, operational, administrative and marketing expertise of prominent practitioners from both the hospitality and healthcare industries to provide clients with an evidence-based roadmap crafted to enhance the patient experience through:
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Increased patient satisfaction
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Better HCAHPS scores
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Higher reimbursement for services provided
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Incremental future revenue through greater patient loyalty
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Enhanced satisfaction and engagement of physicians, nurses, and staff
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Reduced staff turnover