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Essentials of HIH for Cyprus - presentation Nicosia

  1. 1. Hospitality essentials for Cyprus' Health Services Annual General Meeting for the distinguished members of the Cyprus Health Services Promotion Board Presentation by Hospitality in Health January 16th, 2013, Hilton Nicosia Nico Dingemans
  2. 2. Hospitality essentials for Cyprus' Health Services 1. Hospitality essentials for Cyprus' Health Services & 2. Best practice examples observed by HIH
  3. 3. Hospitality essentials for Cyprus' Health Services Nico Dingemans Pleased to meet you ! Stenden University, The Netherlands Hotel Management School Leeuwarden Bachelor's Degree '97 HOTELIER 10 years 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 Founder & Managing Director LEAD CONSULTANT Hospitality in Health (HIH) 5 years Consultancy Leading Executive Search Firm Publisher & writer Key Accounts Middle East & Europe Health Cuisine The Netherlands HOSPITALITY CONSULTANT | HEALTH CUISINE | EXECUTIVE SEARCH | SPEAKER | CONNECTOR
  4. 4. Hospitality essentials for Cyprus' Health Services 3 MISSIONS: 1. Executive Search for Luxury Hotels & Resorts 2. Hospitality in Healthcare (incl. Spa & Wellness) 3. Promoting Health Cuisine as destination marketing tool
  5. 5. Hospitality essentials for Cyprus' Health Services Recent publications by HIH:
  6. 6. Hospitality essentials for Cyprus' Health Services 1. Hospitality essentials for Cyprus' Health Services & 2. Best practice examples observed by HIH
  7. 7. Hospitality essentials for Cyprus' Health Services A closer look at SERVICE from a Marketing Perspective for World-class Hospitals & HealthCare Providers
  8. 8. Hospitality essentials for Cyprus' Health Services The 3 layers of SERVICES 1. Core Service basic, key purpose Core Actual 2. Actual Service the 'what', specifics Augmented 3. Augmented Service the 'how' + potential for Value Innovation
  9. 9. Hospitality essentials for Cyprus' Health Services The 3 layers of HealthCare Service 1. Core Service = Health Healing, Treatment, Disease Prevention 2. Actual Service = Medical Care Health Translates 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 Care Enhances the Patient Experience – Facility Management (traditional) – Hospitality Management (value innovation)
  10. 10. Hospitality essentials for Cyprus' Health Services The 3rd Layer – Augmented Service A space for Value Innovation, Differentiation and an opportunity to improve the (International) Patient Experience How? By transitioning
  11. 11. Hospitality essentials for Cyprus' Health Services 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 Expectations Cost & Efficiency based only Incremental Revenue Low Impact on High Impact on Patient Experience Patient Experience
  12. 12. Hospitality essentials for Cyprus' Health Services TRANSFERABLE HOSPITALITY SERVICES Guest Relations Front Desk, Concierge, Hospitality Lounge Food & Beverages, Catering Health Cuisine, Restaurants, Kitchens Rooms Management Housekeeping, Public Area's, Hygiene, Safety Wellness, Recreation & Tenant Services Spa Centers, Internet, Shops, Security but also... HR, Training, Engineering, IT, Business Development & Strategy, (e)Marketing, Revenue Management etc
  13. 13. Hospitality essentials for Cyprus' Health Services The 1st & main challenge is: incorporating a company-wide Hospitality Culture Why? Hospitality leaders are soft-skills people while Hospital leaders & Doctors are hard-skills people
  14. 14. Hospitality essentials for Cyprus' Health Services BEST PRACTICES A. Hospitality in Health B. Health in Hospitality
  15. 15. Hospitality essentials for Cyprus' Health Services BEST PRACTICES TYPE A: Hospitality in Health 1. Royale Hayat & Banyan Tree, KUWAIT 2. Cleveland Clinic & Rosewood, ABU DHABI 3. Bumrungrad Hospital, THAILAND 4. Henry Ford Hospital, USA 5. Mayo Clinic, USA
  16. 16. Hospitality essentials for Cyprus' Health Services HOSPITAL & SPA PARTNERSHIP
  17. 17. Hospitality essentials for Cyprus' Health Services HOSPITAL & SPA PARTNERSHIP
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  24. 24. Hospitality essentials for Cyprus' Health Services HOSPITAL CONNECTED TO HOTELS
  25. 25. Hospitality essentials for Cyprus' Health Services Rochester, Minnesota – USA & A Personal connection
  26. 26. Hospitality essentials for Cyprus' Health Services Rochester, Minnesota – USA & Why Mayo and Marriott are deeply inter-connected...
  27. 27. Hospitality essentials for Cyprus' Health Services Over 12 Brands, 137,000 employees, 70 countries, 3,500 properties
  28. 28. Hospitality essentials for Cyprus' Health Services BEST PRACTICES TYPE B: Health in Hospitality 6. Scandic Sanadome Spa Resort, THE NETHERLANDS 7. Healing Hotels of the World, GLOBAL 8. SHA Wellness Clinic, SPAIN 9. MST & Insurance & Sandton Hotel, TWENTE
  29. 29. Hospitality essentials for Cyprus' Health Services Scandic Sanadome Nijmegen, Netherlands Spa Hotel Meeting Spa Cuisine
  30. 30. Hospitality essentials for Cyprus' Health Services 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)
  31. 31. Hospitality essentials for Cyprus' Health Services 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
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  35. 35. Hospitality essentials for Cyprus' Health Services Post operative collaboration Medisch Spectrum Twente EUR 300-500/day Hotel Resort Sandton Bad Boekelo EUR 120/day Insurance companies recovery knee- hip- joint surgery
  36. 36. Hospitality essentials for Cyprus' Health Services Hoteliers are masters in international Branding & Marketing. Imagine the potential for HealthCare providers...
  37. 37. Hospitality essentials for Cyprus' Health Services Key-points – Incorporate a Hospitality Culture – Hospitality is an augmented service – Space for value innovation with ROI – recognize challenges (soft vs. hard skills) – Transitioning = Change Management – collaborate (medical & non-medical) – destination management private & public – monitor best practices worldwide
  38. 38. Hospitality essentials for Cyprus' Health Services Thank you www.hospitalityinhealth.com/publications www.linkedin.com/in/nicodingemans

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