PG PULSE
Episode 05: Hospitality in healthcare: Delivering exceptional patient experiences
What makes a truly exceptional patient experience? It’s not just about safety, quality care, and positive outcomes. It’s the complete picture, including every encounter a patient has throughout their healthcare journey.
Two healthcare leaders and hospitality veterans are borrowing a page from their former industry’s playbook by recognizing that the details matter, and treating each interaction as a chance to elevate the patient experience. A seamless appointment booking process. A friendly greeting and a neatly made bed upon arrival. Delicious and nutritious meals and a calming in-room atmosphere. It’s the seemingly little things that can be the difference between a top experience and one that’s only ho-hum.
Hosted by Press Ganey Chief Medical Officer Dr. Thomas Lee, this episode features Sven Gierlinger, who cut his teeth at the Ritz-Carlton and serves now as Senior Vice President and Chief Experience Officer at Northwell Health; and Pierre Pham, who brings his experience at Starwood Hotels and Resorts to his role as Chief Experience Officer at NYC Health + Hospitals/Elmhurst.
Tune in to explore:
- Hospitality concepts like humility, anticipating needs, and exceeding expectations that can—and should—be applied in healthcare
- How simplifying navigation and prioritizing ease of access significantly influences the patient experience
- Why seemingly small details, like aromas and food quality, can dramatically impact patients’ perceptions of care
- The importance of fostering genuine connections in healthcare, and the role collaboration plays in improving the Human Experience