Hospitality in Healthcare
When you hear the word hospitality, you often think of hotels, restaurants, and events. All of these organizations do a fantastic job of taking care of their guests to ensure that they have the best experience possible. Hotels have grand entrances with staff tending to your every towel and drink need. There’s a simple reason for this spectacular service, customer satisfaction. Godwin-Charles Ogbeide explored the topic of hospitality and healthcare at the 2019 Healthcare Thinkathon. How should patients be treated? How do people demonstrate empathy/sympathy to patients and their families? Why do people seek healthcare? The needs of every patient are just as crucial as the wants. If patients wants have not met, they are less likely to return to receive additional healthcare from an organization. People become loyal customers when they are satisfied with the products, people, and processes. Patients want and need to feel respect, empathy, and kindness. The goal of hospital analytics is to ensure that you know how to make stakeholders happy and give positive experiences for everyone, from patients to providers.
Godwin-Charles Ogbeide is an associate professor at IUPUI in the School of Health and Human Sciences. He currently has over 30 years of experience in the hospitality industry. One of the solutions he uses to improve healthcare hospitality is Hi-Q (Hospital Intelligence). The goal is to elevate stakeholder engagement and experiences to the highest level, meaning providing the best experience possible for patients receiving healthcare. There are different perceptions of hospitality and what “care” means in a healthcare setting. Hospitality means generously accepting and entertaining guests. In healthcare, a better job can be done taking care of aspects other than just a patient’s physical body.
We want to make sure we are treating patients with courtesy and basic respect. The Hippocratic Oath is an excellent place to start. The six elements in this oath are mostly all of the things that patients want; respect, friendliness, empathy, kindness, gratitude, and happiness. Using this oath, we can guide providers in the right direction of meeting every patient’s wants.
The very first person you see when you walk into a room can determine your mood. Seeing someone smile and making eye contact can improve a patient’s overall experience. If the room is light and bubbly, the people surrounding will mimic a similar mood. Many of the basic rules used in hospitality for hotels and restaurants can be applied in healthcare to ensure positive and encouraging stakeholder engagement.