Health Systems Embrace Hospitality to Transform Patient Experience
Becker's Hospital Review
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Contributed by: Kate Gamble
Summary
Health system executives are returning to foundational principles to enhance quality outcomes and cultivate exceptional patient experiences by emphasizing a culture of service and hospitality training. University Hospitals in Cleveland is working to reduce care variability and optimize clinical services for quality, safety, and efficiency, while reinforcing compassionate care. The system is also expanding its research capabilities, with plans to grow its 3,400 studies and clinical trials. Chapters Health System in Temple Terrace, FL, is focusing on employee engagement to boost patient satisfaction, investing in staff well-being and professional development. One Brooklyn Health in New York City is aligning services with community needs and providing staff training for superior patient care. AdventHealth in Altamonte Springs, FL, is adopting a "hospitality-centered" approach, investing in staff training centered on empathy and communication, and developing personalized preventive care programs. These initiatives reflect a broader trend of integrating hospitality principles into healthcare to improve patient experiences and outcomes.
