We Care Health Care

A few weeks ago my mother had surgery to repair a torn rotator cuff. I am not particularly fond of hospitals, but have to admit that the facility in Fort Lauderdale at which she stayed was quite accommodating for patients and their families. Although there was an abundance of parking spaces relatively close to the building for example, the hospital provided the convenience of free valet service.

Last week when we returned to the hospital for a quick visit, I discovered that they are actually converting the floor on which she stayed into an orthopedic hotel. What really caught my attention was that in describing the new services, such as that of a concierge, the director emphasized that they are making these changes to improve the experience for their patients.

I have in the past written on the similarities between the hospitality and health care industries, particularly in terms of customer service. The relationship was quite evident following 9/11 when so many laid off from hospitality-related jobs were being recruited by health care facilities. We too have seen a noticeable increase in the number of inquiries for training that we receive from health care professionals, both in the U.S. and Canada, who draw on the relationship between health care, hospitality, and guest experiences. Most recently, our partners at HSA International launched two programs specifically designed for the industry, one that prepares managers, supervisors and other leadership professionals for implementing and maintaining the new “We Care Health Care” culture; and the second designed to prepare operations and support team members for embracing and delivering on the “We Care Health Care” promise.