Services
HIH Partners lend their extensive clinical, operational, administrative, and marketing expertise in both hospitality and healthcare to clients seeking to improve the patient experience through the implementation of evidence-based tactics that address the “hospitality deficit” evident in the delivery of most healthcare today, and innovative staff training, recognition and reward programs that enable the delivery of more hospitable care by elevating employee engagement, satisfaction, and reducing turnover.
Program recommendations follow a comprehensive review of the client’s trended performance on industry benchmarks and the identification of specific service lines that could benefit most from the implementation of principles of hospitality. The evidence-based framework described in the PAEER model guides the development of specific tactics designed to enhance the patient experience, elevate patient satisfaction, and promote patient loyalty.
Bespoke program recommendations are developed to address five critical points of patient engagement:
Prepare: mapping the patient journey, then developing and implementing specific techniques that ensure the host facility is prepared to receive and serve patients in a
more hospitable manner.
Anticipate: creating a “servicescape” that enhances the patient experience, amplified by the introduction of specific service strategies designed to reduce patient anxiety.
Engage: training staff to identify key “Moments of Truth” and introduce specific hospitality-inspired interventions as patients progress through their visit/treatment.
Evaluate: developing and administering effective techniques for the solicitation of feedback from patients to help staff refine and enhance future service strategies.
Reward: developing and introducing incentives that encourage on-going patient engagement and loyalty.
These are addressed through the introduction of proven techniques embraced and refined by the hospitality industry that motivate staff to deliver excellent service and include: Recruiting • Screening • Interviewing • Hiring • Orientation • Training • Motivating • Mentoring • Coaching • Compensation • Benefits • Performance Incentives • Recognition and Reward Programs
