Making Healthcare Hospitable
Situation
Startup Urgent Care system wants to adopt a hospitality approach to their patient
journey and care delivery.
"Working with this advisory team has completely transformed our approach to hospitality. Their insights and support have been invaluable in elevating our guest experience."
Task
Infuse a sense of hospitality among administrative staff, and medical practitioners to
create a greater sense of comfort for the patient without detracting from clinical care. Create a
training program that gains buy-in from highly trained and skeptical doctors. Implement the
program at the first two clinics to serve as a model for future.
Action
Create a patient journey from discovery to billing that reduces administrative demands
on the patients, creates a better experience during waits, and incorporates hospitality
touchpoints. Provide a compelling case for practitioners by emphasizing improved patient
outcomes and reduced liability costs that result from a better perception of quality of care. Train
practitioners and administrative staff by role playing and critique of interactions, with an
emphasis on engaging with the patient and incorporating digital tools without losing the human
touch.
Result
Company expanded to over a dozen locations in two states prior to being acquired by a
larger firm.
Recommended Reading: Prescription for Excellence, The Checklist Manifesto
Get in touch with an advisor
We're here to help you elevate your hospitality experience. Reach out to us today for personalized support and insights.
