Try free for 30 days
-
Hospitable Healthcare
- Just What the Patient Ordered!
- Narrated by: John Y. Walker III
- Length: 6 hrs and 37 mins
Failed to add items
Add to basket failed.
Add to Wish List failed.
Remove from Wish List failed.
Follow podcast failed
Unfollow podcast failed
Buy Now for $27.79
No valid payment method on file.
We are sorry. We are not allowed to sell this product with the selected payment method
Publisher's Summary
Most 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? Given 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!
Rich 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.
Hospitable Healthcare introduces healthcare providers to a practical and applicable 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. As Shoemaker's and Yesawich's work reveals, this model is not just a theory but a practical tool that can be implemented to enhance patient satisfaction.
PLEASE NOTE: When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio.