guest satisfaction enhances patient satisfaction...guest satisfaction enhances patient satisfaction...
Post on 19-Apr-2020
6 Views
Preview:
TRANSCRIPT
Guest Satisfaction enhances Patient Satisfaction
Guest Satisfaction enhances Patient Satisfaction
GUEST Satisfaction
enhances
PATIENT Satisfaction
Guest Satisfaction enhances Patient Satisfaction
Nico Dingemans
Managing Director
Hospitality Perspectives&
Hospitality in Health (HIH)
The Netherlands, since 10-10-'10
Pleased to meet you !
HOSPITALITY CONSULTANT | EXECUTIVE SEARCH SPECIALIST | HEALTH CUISINE PROMOTER | ENTREPRENEUR
Stenden/CHN University, The NetherlandsHotel Management School Leeuwarden
Bachelor's Degree '97
HOTELIER10 years International Hospitality Career
Hyatt & Sheraton – IndonesiaHilton Antwerp – Belgium
Hilton Atlanta & Towers – USAThe Grand Hotel – Red Sea, Egypt
Mövenpick Media City – Cairo, EgyptHilton Schiphol Airport – Amsterdam, NL
LEAD CONSULTANT3 years with Leading Executive Search Firm
Key Accounts in Middle East & Europe
Guest Satisfaction enhances Patient Satisfaction
1. Bespoke Executive Search & Sourcing for Luxury Hotels & Resorts
2. Hospitality Recruitment and Consulting for HealthCare & Wellness
3. Creator of Health Cuisine Cookbook & Founder Health-Cuisine.com
3 MISSIONS:
HOSPITALITY CONSULTANT | EXECUTIVE SEARCH SPECIALIST | HEALTH CUISINE PROMOTER | ENTREPRENEUR
Guest Satisfaction enhances Patient Satisfaction
The Concept:
Healthy Recipes from around the World12 Top Chefs, 12 Countries, 6 Continentsfeaturing Health Destinations Worldwide
HEALTH CUISINE – Cookbook – launch in January, 2012
HOSPITALITY CONSULTANT | EXECUTIVE SEARCH SPECIALIST | HEALTH CUISINE PROMOTER | ENTREPRENEUR
Guest Satisfaction enhances Patient Satisfaction
GUEST Satisfaction
enhances
PATIENT Satisfaction
Guest Satisfaction enhances Patient Satisfaction
A closer look at
SERVICEfrom a Marketing Perspectivefor World-class Hospitals &
HealthCare Providers
Guest Satisfaction enhances Patient Satisfaction
1. Core Servicebasic, key purpose
2. Actual Servicethe 'what', specifics
3. Augmented Servicethe 'how' +potential for Value Innovation
The 3 layers of SERVICES
Augmented
Actual
Core
Guest Satisfaction enhances Patient Satisfaction
Non-medical
Medical Care
Health
1. Core Service = Health
Healing, Treatment, Disease Prevention
2. Actual Service = Medical Care
Translates into the basic Patient ExperienceQuality Level, Clinical ResultsDesign and Medical SpecialismsBrand and Accreditations“Packaging”, PositioningTypical Features (primary, tertiary)
3. Augmented Service = Non-Medical Care
Enhances the Patient Experience– Facility Management (traditional)
– Hospitality Management (value innovation)
The 3 layers of HealthCare Service
Guest Satisfaction enhances Patient Satisfaction
The 3rd Layer – Augmented Service
A space for Value Innovation, Differentiation and an opportunity to improve the Patient Experience
How?
By transitioning
Guest Satisfaction enhances Patient Satisfaction
FROMFacility
Management(traditional)
Patient = Customer/CaseManaging Facilities
1-dimensionalLogistics-based
External results onlyNo-value innovation
Not marketableBasic Expectation
Cost & Efficiency based only
Low Impact onPatient Experience
TOHospitality
Management(value innovation, blue ocean)
Patient = GuestExperience Management
Multi-dimensionalService Culture-based
Internal & External resultsValue Innovation
MarketableExceeding ExpectationsIncremental Revenue
High Impact onPatient Experience
Guest Satisfaction enhances Patient Satisfaction
TRANSFERABLE HOSPITALITY SERVICES
Guest RelationsFront Desk, Concierge, Hospitality Lounge
Food & Beverages, CateringHealth Cuisine, Restaurants, Kitchens
Rooms ManagementHousekeeping, Public Area's, Hygiene, Safety
Wellness, Recreation & Tenant ServicesSpa Centers, Internet, Shops, Security
but also... HR, Training, Engineering, IT,
Business Development & Strategy,
(e)Marketing, Revenue Management etc
Guest Satisfaction enhances Patient Satisfaction
BEST PRACTICES2 types, 8 examples:
A. Hospitality in Health
B. Health in Hospitality
Guest Satisfaction enhances Patient Satisfaction
BEST PRACTICES TYPE A:
Hospitality in Health – Examples1. Royale Hayat Maternity Hospital, KUWAIT
2. Hamad Medical Corporation, QATAR
3. Bumrungrad Hospital, THAILAND
4. Henry Ford Hospital, USA
5. Mayo Clinic, USA
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #1: Royale Hayat Maternity HospitalKuwait
HOSPITAL PARTNERSHIP HOTEL
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #1: Royale Hayat Maternity HospitalKuwait
HOSPITAL PARTNERSHIP HOTEL
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #2:
An artistic rendering of the new Children’s Hospital
Hamad Medical City
An artist’s drawing of Al Wakra Hospital
Doha, Qatar
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #2:
Doha, Qatar
> 1600 beds
Scale + Quality
=
Logistical Challenge
(medical and non-medical)
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #2:HMC
ANNUALREPORT
2009-2010Doha, Qatar
Patient FoodSatisfactionResults up
Rising use of Service Centers
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #2.1: Hamad Medical CorporationDoha, Qatar
VALET PARKING SERVICE(FOR PATIENTS/VISITORS)
SHUTTLE BUS SERVICE(FOR STAFF)
Managed by:Hospitality Department
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #2.2:
Similar to Guest Relations/ Information Desk in a hotel applied in the hospitals.
Hamad General Hospital (HGH) at HMC operates:- 12 desks- 25 staff members- interacting with an average of 900 to 1100 visitors daily
Guest Satisfaction enhances Patient Satisfaction
Hospitality Team – Executives placed by HIH
1. Executive Director of Hospitality Former General Manager Austrian Kempinski, Radisson 2. Assistant Director of Hospitality (2) Former Resident Managers French and Dutch Marriott, InterContinental
3. Executive Chef Hilton, Dusit, Sheraton British Mandarin Oriental
4. Director of Engineering Ex-VP Technical Services British Shangri-La, Moevenpick
Other executive search assignments Director of Housekeeping Hotel Manager
Hospitality Trainer
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #3: BumrungradHospital
BangkokThailand
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #3: BumrungradHospital
BangkokThailand
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #4: Henry Ford Health SystemUSA
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #4: Henry Ford Health SystemUSA
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #5: Rochester, Minnesota – USA
HOSPITAL CONNECTIVITY HOTELS
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #5:
&A Personal connection
Rochester, Minnesota – USA
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #5:
&
Why Mayo and Marriott are deeply inter-connected...
Rochester, Minnesota – USA
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #5:
Over 12 Brands, 137,000 employees, 70 countries, 3,500 properties
Guest Satisfaction enhances Patient Satisfaction
BEST PRACTICESTYPE B:
Health in Hospitality – Examples6. Scandic Sanadome Spa Resort, THE NETHERLANDS
7. Healing Hotels of the World, GLOBAL
8. SHA Wellness Clinic, SPAIN
Guest Satisfaction enhances Patient Satisfaction
Scandic Sanadome Nijmegen, Netherlands
Hotel MeetingSpa Spa Cuisine
Best-Practise Example #6:
Guest Satisfaction enhances Patient Satisfaction
All the baths at Sanadome have mineral-rich thermal water from our own sources; a
freshwater source and a thermal saltwater source, at a depth of 70 and 700 metres. All the drinking water at Sanadome is obtained
from our own freshwater source.
According to German law Sanadome is recognized as spa with mineral-rich water to
which beneficial effect is attributed
The water from Sanadome is classified as Thermaalsole iodide (very salty)
Best-Practise Example #6: Nijmegen, The Netherlands
Guest Satisfaction enhances Patient Satisfaction
Special visitors •Treatments during and after pregnancy• Rheumatism patients • People with skin conditions (psoriasis)
Result based treatments/ Anti-aging• Endermology (restructures of the skin) • Microdermabrasion (damage of the skin)• Ellipse (hair removal) • Fsysiotherapy / Water therapy
Best-Practise Example #6:Nijmegen, The Netherlands
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #7: Healing Hotels of the WorldWorldwide
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #7: Healing Hotels of the WorldWorldwide
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #7: Healing Hotels of the WorldWorldwide
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #8: Healing Hotels of the WorldAlicante, Spain
Guest Satisfaction enhances Patient Satisfaction
Hoteliers are masters in international Branding & Marketing.Imagine the potential for HealthCare providers...
Guest Satisfaction enhances Patient Satisfaction
GUEST SatisfactionEnhances
PATIENT Satisfaction
Be Hospitable !
Guest Satisfaction enhances Patient Satisfaction
Thank youThank youwww.hospitalityinhealth.com
HOSPITALITY CONSULTANT | EXECUTIVE SEARCH SPECIALIST | HEALTH CUISINE PROMOTER | ENTREPRENEUR
top related