Hospitality in hospital

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Concept of hospitality in modern hospitals..Quality and patient satisfaction relation with hospitality

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Hospitality in hospital

  1. 1. Submitted to : Monica Mam Submitted by : Sandeep singh Gurpreet Singh Sandhu Manpreet Singh
  2. 2.  Hospitals in their early avatars were places that catered exclusively o the poor and injured. Patients were treated in squalor and comfort was unheard of; it was a privilege reserved only for the rich. These hospitals or alms-houses as they were better known - were usually appendages of religious organizations involved in proselytizing and evangelical activities. Sometime later there was the advent of charitable hospitals – institutions set-up by business tycoons and other rich people to sate their moral urges. But a contemporary hospital is a five-star resort equipped with state-of-the-art medical facilities and highly qualified staff committed to provide quality care to the patients. They leave no stone unturned to cater to the whims and fancies of their guests.  ‗Hospital‘, ‗hotel‘, ‗hostel‘ and ‗hospitality‘, all these words have a similar fount ‗hospes‘, which means ‗host‘ in Latin. Both, hospitality and healthcare industry aim at satisfying their guests. To woo new customers and maintain the old ones, both these industries have to play the role of a ‗gracious host‘. Patients must feel better in order to get better.
  3. 3.  According to Oxford Advanced Learner‘s Dictionary, hospitality is: Friendly and generous behavior towards guests Food, drinks or services that are provided by an organization for guests, customers, etc.  Cassee sees hospitality as: ‗a harmonious mixture of tangible and intangible components – food, beverages, beds, ambience and environment, and behavior of staff‘. (1)  More recently, Hepple et al (1990) concluded from their review of literature that the ‗modern‘ view of hospitality embraces four distinct characteristics: 1. It is conferred by a host on a guest who is away from home 2. It is interactive, involving the coming together of provider and receiver 3. It is comprised of blend of tangible and intangible factors 4. Host provides for the guest‘s security, physiological and psychological comfort. (2)
  4. 4. Healthcare and Hospitality, at the first sight they may seem to be two diametrically diverse industries but a closer look will reveal the common chord —both aim at customer satisfaction. And both industries measure this satisfaction in terms of tangible and intangible components. For instance, a patient has to ‘feel’ better in order to get better and this part needs the right ambience as well as the right amenities to be in place. Healthcare marketing has also grown aggressive in seeking any possible edge to draw patients to a certain facility. One of the most recent healthcare hospitality trends involves labor and delivery units. Many maternity units have revamped their looks and services to mimic a hotel or spa environment. When considering where to have a baby, women are now being wooed by amenities more than medicine.
  5. 5. •Other areas of hospital have also been made more comfortable for patients and guests. Many hospitals have changed the model of their dining facilities from a cafeteria to a more restaurant atmosphere. Hospitals are now required make any additional rooms constructed to be private rooms. •Amenities are not the only way hospitals are seeking to improve the patient experience. Employees are being taught to develop a strong sense of empathy which will enable them to better connect and care for patients and their families. Feelings, which create an experience, are being taught to be valued over efficiency. •But training employees on customer service is just one part of creating a culture of excellence in a hospital. Building a strong culture of excellent service takes time, but ultimately results in a better patient experience. Overall the trend towards a more service oriented, almost hotel like hospital stay, is a positive one for patients. Numerous studies have indicated the health benefits associated with massage therapies and stress reduction techniques like meditation. By bringing these more alternative treatments to patients in need, outcomes and satisfaction are improved which are important metrics for hospitals
  6. 6. Hospitals are now taking the phrase 'being hospitable' to a new level. And who better to turn to than the hospitality industry itself for assistance. Having being spurred on by the burgeoning medical tourism market in India, many hospitals have jumped on to the 'being hospitable' bandwagon to cash in on the boom time. The advent of this phenomenon has caused many hospitals to redefine their quality and service standards, in particular, the hospitality side of their business. And it is to meet this need, to spruce up its hospitality, that many hospitals are turning to the hospitality industry for expertise to provide its patients with a wonderful healthcare experience
  7. 7. People come to hospital for all kinds of reasons. Some experiences are joyful, like the birth of a baby, while others are difficult, like facing a serious illness. Many come by choice because this is the best place to have the treatment they need. And many literally come by accident. No matter what brings you to Hospital , everything is done to make your stay as comfortable as possible. You’ll feel like the most important person here—because you are.
  8. 8.  It’s not easy being away from home. That’s why we should give the best possible medical care so patient can get home soon. Along the way, we should try to give patient all the comforts of home that we can. If patient have questions about his care or something that isn’t covered here, feel free to ask your nurse or another staff member.
  9. 9. •Patients demand the best value for their money in terms of services without much waiting time for registration, consultation, investigation, treatment and discharge. •The advent of social media has made it very easy for patients to comment, gripe and complain in real time—making it harder for hospitals to stake their reputation on just a few rankings touted in their ads. •Money cannot buy health but it can surely reduce the surviving illness. The focus has shifted to comfort and facilities that would make it stand out from others. •Auxiliary Services: For the convenience of the visitors and attendants, these hospitals have several provisions. For instance, Max Hospital in Delhi has a provision for supplying food from reputed food chains within the hospital including Café Xpress, Café Coffee Day and Subway.
  10. 10. •While the food service is one of the areas witnessing a change, another important facility at these hospitals is that of housekeeping. Patients get best of laundry services at their premises. •Furthermore patients seek more environment-friendly hospitals e.g. the one with international standards for disposing bio-medical waste or own sewage treatment plant and facility for water recycling. •Due to the extremely stringent hygiene norms, the hospital kitchens are designed with Hazard Analysis & Critical Control Point (HACCP) certification as a pre-requisite. At the same time, the hospitals will have comprehensive F&B service facilities to become fully self- sufficient thereby avoiding any need for the patients' attendants from eating out. •Patients demand for residential elements: Designers no longer have to build around the technology and more clients are demanding a more residential feel. The hospital has a connection to nature, such as a healing garden and leaf motif in the carpeting and ceramic tiles surrounding the fireplaces "make people feel like they are in a small hotel or home of a good friend.”
  11. 11. •Special services: The child-patients look for video games and grown patients for televisions and a collection of favorite books and magazines so that they just forget the pinch of the recovery time after the procedures. •Patient expect someone to guide them while waiting for the facilities e.g. at registration, OPD block, investigations etc. so his emotions play a major role in seeking a particular hospital. •Patients overwhelmingly rate the level of their care higher when there is good communication between the patient, doctors, nurses and support staff. By focusing on communication, patient satisfaction and training, service management system brings hospitality to healthcare. • Regular monitoring and assessment of patient satisfaction is very important. This effort will quantify hospital's performance so that the quality improvement efforts will be scientifically based and data-driven. Gathering patient’s feedback will strengthen provider-patient partnerships.
  12. 12. •A patient is also a banking customer, an airline traveler, a retail shopper and a media consumer. As a result, consumers are coming to expect the same level of service they see in other industries from their medical provider. •Every type of consultation, investigation and other services to be available under the same roof in an organized way so that there is little confusion and less movement or delay. •Most health care providers are also wrestling to keep costs under control. By automating patient interactions in a few key areas and doing so proactively, health care providers can reduce costs and improve the patient experience.
  13. 13. •Providers need to look to other industries that have implemented innovative ways to improve customer service and strengthen their relationship with customers. •Personal reviews are also becoming increasingly important as patients tend to rely on recommendations from peers when seeking health providers. While this type of word-of- mouth marketing can be beneficial, it can also provide great pressure and tension for care givers to creatively retain patients. •Architectural Perspective: Hospital interior and design have a bearing on patient’s recovery. They are introducing features that make patients feel comfortable, such as attractive landscaping, soothing colors and private rooms where families can feel comfortable. The industry is finding that "evidence- based" design -- proven features that decrease accidents and medical errors and boost recovery rates -- actually benefits the hospitals and the patients.
  14. 14. WHAT’S MORE IMPORTANT TO PATIENTS Gone are the days when hospitals were only concerned with physical well being of a patient. As new research has pointed out that physical and mental health is inter-related. Hospitality in the context of a hospital strives to make the patient’s experience pleasant. This will pay handsome dividends in the future as positive word-of-mouth. Thus it is important to give due consideration to the aspects that are important to the patients, such as: •Amenities – Food, Private Rooms, Entertainment options like cable and music, Wi-Fi, Easy Access and Convenient Parking •Atmosphere – Cleanliness, Hospitality, Friendliness, Comfort, Relaxing Environment •Treatment – Pain Management, Services Offered, Technology •Safety – Patient Safety, Personal Safety, Privacy •Nursing – Attitude, Attentiveness, Responsiveness, Courtesy, Caring, Respect, Treatment of Family •Physicians – Access to them, Listening ability, Knowledge, Manner, Compassion, Reputation. •Admission and Discharge – Quick, Timely, Follow-up, Discharge, Support, Affordability, Information
  15. 15.  Having surgery? We want all our patients to have a positive experience and great care. If you have questions about preparing for surgery, we are always there to help.  Phone calls If you are able to receive phone calls, they will ring directly in your room for specified hours and Calls outside of those hours are directed to the hospital operator and the call will be transferred to your unit. To make a local call, dial extension number and then the phone number. Long-distance calls from your room can only be made with a credit card, calling card.
  16. 16.  Guests : Guests are always welcome during regular visiting hours. Visiting hours may vary based on your needs . Family members are defined by the patient and are not limited to relatives. We welcome designated family members at any time and for your recovery and privacy, family members are discouraged from staying overnight with you. However, if you need the support of your family during the night, please speak to your nurse.  All guests and family members should respect the privacy of other patients and may be asked to leave if their behavior is disturbing others. Guests under the age of 12 must be accompanied by an adult 18 years of age or older, in addition to the patient.
  17. 17.  Meals : Meals will be delivered to you during the specified times and If your doctor has put you on a restricted diet, you will receive a special menu. If you have a test or procedure during your mealtime, your meal will be served as soon as you‘re able to eat. Staff members from the Food and Nutrition department are happy to answer any questions.
  18. 18.  Mail : Mail is delivered to your room once per day, except on weekends and holidays. After you leave the hospital, your mail will be sent to your home. There are outgoing mailbox chutes located near the elevators in the Central section.  Television : Please be mindful to keep the volume on your television low or use earphones if you‘re still struggling to hear it. Please turn off your television when you are sleeping.
  19. 19.  Notary public : For notarizing healthcare-related documents, please tell your nurse, and they will contact a notary public at the hospital. Do not sign the document(s) until the notary public is present to witness your signature.  Special occasions : If you are in the hospital on your birthday or anniversary, we want to help you celebrate! Upon request, we‘ll make a birthday cake as our gift to you and do whatever else we can to make your day special. Please ask your nurse for details.
  20. 20. The main aim of this department is to promote medical tourism. Every possible measure is taken to assist the overseas patients and their attendants. Various services offered are:  Travel and stay assistance (planning itinerary)  Visa assistance  Providing interpreters  Medical and travel Insurance assistance  Arranging for local tour operators and guides, etc.
  21. 21.  1. Acknowledge the existence of arriving patients by saying something like: ―Hello. How are you? My name is ____ and I‘ll be doing your ___ procedure today.‖  2. Make eye contact when you are speaking to another human being.  3. Just because you do these same procedures day in and day out routinely, do not make assumptions that patients know anything at all about the procedure that‘s about to be done to them.
  22. 22. 4.Patients can feel nervous, worried, apprehensive, frightened, embarrassed, intimidated, vulnerable, highly sensitive, distressed or uncomfortable just thinking that there might be something (else) wrong with their hearts so, ease them. 5. Even for patients who already know, it‘s just common courtesy to review the information required to them.
  23. 23.  6. Explain everything that is about to happen before you touch a patient’s body.  7. Then ask your patient: ―Do you have any questions about today‘s procedure?‖ before beginning the test.  8. Stripping to the waist is not a big deal to most men, but it is a very big deal to women — especially with a man sitting in the same room.
  24. 24.  9. Instead, immediately offer your female patients a private or curtained-off area to remove their clothing, a clean, folded hospital gown, and a surface to put their clothing on when ready.  10. For helpful hints about how to treat patients with respect and politeness even in the most awkwardly embarrassing clinical setting, ask the hospital docs and nurses- these people are amazing — unfailingly considerate, pleasant, friendly and understanding — all qualities that go a long way to improve patient care.
  25. 25.  Understanding of the organisation to meet the patient needs.  A criteria by which hospitals are chosen and retained for treatment by the patients
  26. 26.  Patient satisfaction is the interest earned on an investment of quality service.  It is an economic success factor. If we can give service and quality with continuous attention and connect with each patient, the organisation will reap the benefits in terms of patient satisfaction.
  27. 27. CLINICAL QUALITY + SERVICE QUALITY = PATIENT SATISFACTION
  28. 28.  What our patient ultimately says is in our hands, in the words we speak, in the belief we have in our self, our profession and our staff .  We can‘t always meet a patient‘s every need or expectations, but we need to show personal concern by creating a relationship with the patient.
  29. 29.  Greater profitability  Improved patient retention  Increased patient referrals  Improved compliance  Improved productivity  Better staff morale  Reduced staff turnover
  30. 30.  Improved collection  Greater efficiency  Reduced risk of malpractice suit  Personal and professional fulfillment
  31. 31.  EXPERINECE+NEED+ COMMUNICATION=EXPECTATIONS  IF PERCEPTION EXCEEDS EXPECTATIONS : SATISFACTION  IF EXPECTATIONS ARE LESS THAN PERCEPTION:DISSATISFACTION
  32. 32. If you are interested in something, you do it when you have time. If you’re committed to something, you make time to do it. THANK YOU

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