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Guest Satisfaction enhances Patient Satisfaction
Guest Satisfaction enhances Patient Satisfaction GUEST Satisfaction     enhancesPATIENT Satisfaction
Guest Satisfaction enhances Patient Satisfaction                                                                  Nico Din...
Guest Satisfaction enhances Patient Satisfaction3 MISSIONS:     1. Bespoke Executive Search & Sourcing for Luxury Hotels &...
Guest Satisfaction enhances Patient Satisfaction        HEALTH CUISINE – Cookbook – launch in January, 2012               ...
Guest Satisfaction enhances Patient Satisfaction GUEST Satisfaction     enhancesPATIENT Satisfaction
Guest Satisfaction enhances Patient Satisfaction      A closer look at  SERVICEfrom a Marketing Perspective for World-clas...
Guest Satisfaction enhances Patient Satisfaction            The 3 layers of SERVICES    1. Core Servicebasic, key purpose ...
Guest Satisfaction enhances Patient Satisfaction  The 3 layers of HealthCare Service   1. Core Service = HealthHealing, Tr...
Guest Satisfaction enhances Patient Satisfaction      The 3rd Layer – Augmented Service A space for Value Innovation, Diff...
Guest Satisfaction enhances Patient Satisfaction     FROM                                              TO    Facility     ...
Guest Satisfaction enhances Patient Satisfaction     TRANSFERABLE HOSPITALITY SERVICESGuest RelationsFront Desk, Concierge...
Guest Satisfaction enhances Patient Satisfaction  BEST PRACTICES2 types, 8 examples:A. Hospitality in HealthB. Health in H...
Guest Satisfaction enhances Patient Satisfaction   BEST PRACTICES TYPE A:Hospitality in Health – Examples  1. Royale Hayat...
Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #1:     Royale Hayat Maternity Hospital             ...
Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #1:     Royale Hayat Maternity Hospital             ...
Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #2:                                                 ...
Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #2:                                                 ...
Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #2:                                                 ...
Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #2.1:          Hamad Medical Corporation            ...
Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #2.2:Similar to Guest Relations/ Information Desk in...
Guest Satisfaction enhances Patient SatisfactionHospitality Team – Executives placed by HIH1. Executive Director of Hospit...
Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #3:                                   Bumrungrad    ...
Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #3:                                   Bumrungrad    ...
Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #4:               Henry Ford Health System          ...
Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #4:               Henry Ford Health System          ...
Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #5:                      Rochester, Minnesota – USA ...
Guest Satisfaction enhances Patient Satisfaction                                                 Rochester, Minnesota – US...
Guest Satisfaction enhances Patient Satisfaction                                                 Rochester, Minnesota – US...
Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #5:  Over 12 Brands, 137,000 employees, 70 countries...
Guest Satisfaction enhances Patient Satisfaction           BEST PRACTICES               TYPE B:Health in Hospitality – Exa...
Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #6:    Scandic Sanadome Nijmegen, Netherlands    Spa...
Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #6:              Nijmegen, The Netherlands          ...
Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #6:                                               Ni...
Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #7:             Healing Hotels of the World         ...
Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #7:           Healing Hotels of the World           ...
Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #7:           Healing Hotels of the World           ...
Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #8:             Healing Hotels of the World         ...
Guest Satisfaction enhances Patient SatisfactionHoteliers are masters in international Branding & Marketing.     Imagine t...
Guest Satisfaction enhances Patient Satisfaction GUEST Satisfaction     EnhancesPATIENT SatisfactionBe Hospitable !
Guest Satisfaction enhances Patient Satisfaction        Thank you           www.hospitalityinhealth.comHOSPITALITY CONSULT...
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Guest Satisfaction enhances Patient Satisfaction - presentation Barcelona

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Transcript of "Guest Satisfaction enhances Patient Satisfaction - presentation Barcelona"

  1. 1. Guest Satisfaction enhances Patient Satisfaction
  2. 2. Guest Satisfaction enhances Patient Satisfaction GUEST Satisfaction enhancesPATIENT Satisfaction
  3. 3. Guest Satisfaction enhances Patient Satisfaction Nico Dingemans Pleased to meet you !Stenden/CHN University, The Netherlands Hotel Management School Leeuwarden Bachelors Degree 97 HOTELIER 10 years International Hospitality Career Hyatt & Sheraton – Indonesia Hilton Antwerp – Belgium Hilton Atlanta & Towers – USA The Grand Hotel – Red Sea, Egypt Mövenpick Media City – Cairo, Egypt Hilton Schiphol Airport – Amsterdam, NL Managing Director Hospitality Perspectives LEAD CONSULTANT & 3 years with Leading Executive Search Firm Hospitality in Health (HIH) Key Accounts in Middle East & Europe The Netherlands, since 10-10-10HOSPITALITY CONSULTANT | EXECUTIVE SEARCH SPECIALIST | HEALTH CUISINE PROMOTER | ENTREPRENEUR
  4. 4. Guest Satisfaction enhances Patient Satisfaction3 MISSIONS: 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 HOSPITALITY CONSULTANT | EXECUTIVE SEARCH SPECIALIST | HEALTH CUISINE PROMOTER | ENTREPRENEUR
  5. 5. Guest Satisfaction enhances Patient Satisfaction HEALTH CUISINE – Cookbook – launch in January, 2012 The Concept: Healthy Recipes from around the World 12 Top Chefs, 12 Countries, 6 Continents featuring Health Destinations WorldwideHOSPITALITY CONSULTANT | EXECUTIVE SEARCH SPECIALIST | HEALTH CUISINE PROMOTER | ENTREPRENEUR
  6. 6. Guest Satisfaction enhances Patient Satisfaction GUEST Satisfaction enhancesPATIENT Satisfaction
  7. 7. Guest Satisfaction enhances Patient Satisfaction A closer look at SERVICEfrom a Marketing Perspective for World-class Hospitals & HealthCare Providers
  8. 8. Guest Satisfaction enhances Patient Satisfaction The 3 layers of SERVICES 1. Core Servicebasic, key purpose Core Actual 2. Actual Servicethe what, specifics Augmented 3. Augmented Servicethe how+potential forValue Innovation
  9. 9. Guest Satisfaction enhances Patient Satisfaction The 3 layers of HealthCare Service 1. Core Service = HealthHealing, Treatment, Disease Prevention Health 2. Actual Service = Medical CareTranslates into the basic Patient Experience Medical Care Quality Level, Clinical Results Design and Medical Specialisms Non-medical Brand and Accreditations “Packaging”, Positioning Typical Features (primary, tertiary) 3. Augmented Service = Non-Medical CareEnhances the Patient Experience– Facility Management (traditional)– Hospitality Management (value innovation)
  10. 10. Guest Satisfaction enhances Patient Satisfaction The 3rd Layer – Augmented Service A space for Value Innovation, Differentiation andan opportunity to improve the Patient Experience How? By transitioning
  11. 11. Guest Satisfaction enhances Patient Satisfaction FROM TO Facility Hospitality Management Management (traditional) (value innovation, blue ocean) Patient = Customer/Case Patient = Guest Managing Facilities Experience Management 1-dimensional Multi-dimensional Logistics-based Service Culture-based External results only Internal & External results No-value innovation Value Innovation Not marketable Marketable Basic Expectation Exceeding ExpectationsCost & Efficiency based only Incremental Revenue Low Impact on High Impact on Patient Experience Patient Experience
  12. 12. Guest Satisfaction enhances Patient Satisfaction TRANSFERABLE HOSPITALITY SERVICESGuest RelationsFront Desk, Concierge, Hospitality LoungeFood & Beverages, CateringHealth Cuisine, Restaurants, KitchensRooms ManagementHousekeeping, Public Areas, Hygiene, SafetyWellness, Recreation & Tenant ServicesSpa Centers, Internet, Shops, Securitybut also... HR, Training, Engineering, IT,Business Development & Strategy,(e)Marketing, Revenue Management etc
  13. 13. Guest Satisfaction enhances Patient Satisfaction BEST PRACTICES2 types, 8 examples:A. Hospitality in HealthB. Health in Hospitality
  14. 14. Guest Satisfaction enhances Patient Satisfaction BEST PRACTICES TYPE A:Hospitality in Health – Examples 1. Royale Hayat Maternity Hospital, KUWAIT 2. Hamad Medical Corporation, QATAR 3. Bumrungrad Hospital, THAILAND 4. Henry Ford Hospital, USA 5. Mayo Clinic, USA
  15. 15. Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #1: Royale Hayat Maternity Hospital Kuwait HOSPITAL PARTNERSHIP HOTEL
  16. 16. Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #1: Royale Hayat Maternity Hospital Kuwait HOSPITAL PARTNERSHIP HOTEL
  17. 17. Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #2: Doha, Qatar Hamad Medical City An artistic rendering of the new Children’s An artist’s drawing of Al Wakra Hospital Hospital
  18. 18. Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #2: Doha, Qatar > 1600 beds Scale + Quality = Logistical Challenge (medical and non-medical)
  19. 19. Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #2: HMC ANNUAL REPORT 2009-2010 Doha, Qatar Patient Food Satisfaction Results up Rising use of Service Centers
  20. 20. Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #2.1: Hamad Medical Corporation Doha, QatarVALET PARKING SERVICE(FOR PATIENTS/VISITORS)SHUTTLE BUS SERVICE(FOR STAFF)Managed by:Hospitality Department
  21. 21. Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #2.2:Similar to Guest Relations/ Information Desk in a hotelapplied 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
  22. 22. Guest Satisfaction enhances Patient SatisfactionHospitality Team – Executives placed by HIH1. Executive Director of Hospitality Former General Manager Austrian Kempinski, Radisson2. Assistant Director of Hospitality (2) Former Resident Managers French and Dutch Marriott, InterContinental3. Executive Chef Hilton, Dusit, Sheraton British Mandarin Oriental4. Director of Engineering Ex-VP Technical Services British Shangri-La, MoevenpickOther executive search assignments Director of Housekeeping Hotel Manager Hospitality Trainer
  23. 23. Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #3: Bumrungrad Hospital Bangkok Thailand
  24. 24. Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #3: Bumrungrad Hospital Bangkok Thailand
  25. 25. Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #4: Henry Ford Health System USA
  26. 26. Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #4: Henry Ford Health System USA
  27. 27. Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #5: Rochester, Minnesota – USA HOSPITAL CONNECTIVITY HOTELS
  28. 28. Guest Satisfaction enhances Patient Satisfaction Rochester, Minnesota – USABest-Practise Example #5: & A Personal connection
  29. 29. Guest Satisfaction enhances Patient Satisfaction Rochester, Minnesota – USABest-Practise Example #5: & Why Mayo and Marriott are deeply inter-connected...
  30. 30. Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #5: Over 12 Brands, 137,000 employees, 70 countries, 3,500 properties
  31. 31. Guest Satisfaction enhances Patient Satisfaction BEST PRACTICES TYPE B:Health in Hospitality – Examples6. Scandic Sanadome Spa Resort, THE NETHERLANDS 7. Healing Hotels of the World, GLOBAL 8. SHA Wellness Clinic, SPAIN
  32. 32. Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #6: Scandic Sanadome Nijmegen, Netherlands Spa Hotel Meeting Spa Cuisine
  33. 33. Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #6: Nijmegen, The Netherlands 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)
  34. 34. Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #6: Nijmegen, The Netherlands Result based treatments/ Anti-aging Special visitors • Endermology (restructures of the skin) •Treatments during and after pregnancy • Microdermabrasion (damage of the skin) • Rheumatism patients • Ellipse (hair removal) • People with skin conditions (psoriasis) • Fsysiotherapy / Water therapy
  35. 35. Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #7: Healing Hotels of the World Worldwide
  36. 36. Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #7: Healing Hotels of the World Worldwide
  37. 37. Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #7: Healing Hotels of the World Worldwide
  38. 38. Guest Satisfaction enhances Patient SatisfactionBest-Practise Example #8: Healing Hotels of the World Alicante, Spain
  39. 39. Guest Satisfaction enhances Patient SatisfactionHoteliers are masters in international Branding & Marketing. Imagine the potential for HealthCare providers...
  40. 40. Guest Satisfaction enhances Patient Satisfaction GUEST Satisfaction EnhancesPATIENT SatisfactionBe Hospitable !
  41. 41. Guest Satisfaction enhances Patient Satisfaction Thank you www.hospitalityinhealth.comHOSPITALITY CONSULTANT | EXECUTIVE SEARCH SPECIALIST | HEALTH CUISINE PROMOTER | ENTREPRENEUR
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