Hospitality in Healthcare

by Debbie Boone

Today's healthcare consumer demands more than just an appointment. They want healing and human connection. Since good medicine can't exist without the collaboration of all parties involved, providing an exceptional experience from first contact to release requires active participation from the entire medical office team. Each patient's situation is unique. But the greatest factor in a patient's experience-and possibly the most consistently underutilized tool in health care-is hospitality.
Hospitality and healthcare go hand-in-hand. So, what does this mean for your medical practice?Imagine a practice with little to no client conflict or internal drama. Imagine the most recognized aspect from stakeholders being a positive work environment. Imagine team members who can't wait to come to work on Monday. What if you also had a steady stream of new patients from referrals alone and loyal clients who stay with you for years?
The hospitality industry utilizes specific skills to cater to the particular needs of each individual being served. In healthcare, those we serve include the patient, their family, and the medical team themselves. Utilizing hospitality skills means enjoying your work while reaping the respect and appreciation you deserve as a healthcare provider accompanied by better patient satisfaction. Contrast this with the alternatives-constant team turnover, employee burnout, high stress levels, and a decline in mental health.
Hospitality is a mindset. Whether you are a veterinarian, dentist, chiropractor or physician, Hospitality in Healthcare teaches you how to think with a servant's heart by anticipating and personalizing each person's experience for their gain ... and yours!

172 pages, Hardcover

Published July 3, 2023

Reviews

[Cyndie Courtney · Rating 3 out of 5]

Healthcare organizations and particular veterinary practices have a lot of busy team members who might not have a ton of time or desire to go and read all of the great business literature out there. This book serves as a well-rounded introduction to some of the most important business and psychological concepts that can improve how we interact with our clients and with one another. Not only is the book short, but the included stories and personal anecdotes make it accessible and easy for people to connect with. In particular, I was excited to see the coverage of topics around workplace conflict and incivility - improving these skills and stopping these cycles are key to helping reduce burnout in helping professions. Ms. Boone is a fantastic speaker and it's great to see some of what she has to share encapsulated into this book for those who don't have a chance to meet her in person.