All these executives have strong hospitality backgrounds and were placed by Hospitality in Health (HIH) to professionalize the non-medical services at HMC and drive the hospitality culture.
This document summarizes a presentation given by Nico Dingemans of Hospitality in Health to the Cyprus Health Services Promotion Board. The presentation discusses how adopting principles of hospitality management can enhance health services, using international best practices as examples. Dingemans outlines how hospitality is an "augmented service" that can improve the patient experience beyond just medical care. Transitioning to incorporate more hospitality requires addressing challenges of different skill sets between medical and hospitality professionals. Collaboration between medical and non-medical services, as well as destination management, are emphasized as important strategies.
“ We are the best !”
Why we continue to fool ourselves
Only 1 of 20 unhappy patients bother to complain.
Others walk out of your clinic and tell ten others about their bad experience.
slsmls.org
Antibiotics are commonly prescribed for children under 5 years old presenting with symptoms of the common cold at PIMS Islamabad, despite antibiotics not being effective for treating viral infections like the common cold. The study found that antibiotics were prescribed in 70% of cases. Common combinations included antibiotics with antipyretics and antihistamines. Only penicillin was prescribed as the antibiotic class. Many prescriptions contained multiple unnecessary drugs. Overprescribing antibiotics can contribute to rising antibiotic resistance.
This document discusses the importance of patient satisfaction and outlines strategies for clinics to implement a strong patient service culture. It recommends (1) hiring and training staff who treat patients well, (2) establishing efficient processes and workflows, and (3) creating an ambience in the clinic that prioritizes patient comfort. Regularly measuring patient satisfaction and addressing complaints is key to building loyalty and referrals from happy patients.
Magical Facts About Patients Satisfaction and Pearls of Medical Practise:Doctor-Patient Relationship & Medical Professionalism Dr.Sandeep C Agrawal Agrasen Hospital Gondia India www.agrasenortho.com
Patient Listening, Patient guide,Genuine Practise,Patient Satisfaction
This document discusses the importance of service excellence in healthcare. It notes that while patients expect high-quality medical treatment, they want medical care that includes empathy, communication, and being there for them. The document outlines strategies for delivering excellent service, such as compassionate communication, addressing patients' emotional needs, and developing customer-friendly processes. Regular patient satisfaction surveys can help identify areas for improvement and ensure expectations are exceeded to build patient loyalty.
The document discusses the importance of putting patients first in healthcare clinics. It argues that patients, not doctors or other staff, should be considered the most important people. When patients are happy with their experience, they are loyal, refer other patients, and help the medical staff perform better. The document provides many suggestions for how clinics can implement a patient-first culture, such as treating staff well so they will treat patients well, improving processes and environment, and gathering patient feedback.
This document summarizes a presentation given by Nico Dingemans of Hospitality in Health to the Cyprus Health Services Promotion Board. The presentation discusses how adopting principles of hospitality management can enhance health services, using international best practices as examples. Dingemans outlines how hospitality is an "augmented service" that can improve the patient experience beyond just medical care. Transitioning to incorporate more hospitality requires addressing challenges of different skill sets between medical and hospitality professionals. Collaboration between medical and non-medical services, as well as destination management, are emphasized as important strategies.
“ We are the best !”
Why we continue to fool ourselves
Only 1 of 20 unhappy patients bother to complain.
Others walk out of your clinic and tell ten others about their bad experience.
slsmls.org
Antibiotics are commonly prescribed for children under 5 years old presenting with symptoms of the common cold at PIMS Islamabad, despite antibiotics not being effective for treating viral infections like the common cold. The study found that antibiotics were prescribed in 70% of cases. Common combinations included antibiotics with antipyretics and antihistamines. Only penicillin was prescribed as the antibiotic class. Many prescriptions contained multiple unnecessary drugs. Overprescribing antibiotics can contribute to rising antibiotic resistance.
This document discusses the importance of patient satisfaction and outlines strategies for clinics to implement a strong patient service culture. It recommends (1) hiring and training staff who treat patients well, (2) establishing efficient processes and workflows, and (3) creating an ambience in the clinic that prioritizes patient comfort. Regularly measuring patient satisfaction and addressing complaints is key to building loyalty and referrals from happy patients.
Magical Facts About Patients Satisfaction and Pearls of Medical Practise:Doctor-Patient Relationship & Medical Professionalism Dr.Sandeep C Agrawal Agrasen Hospital Gondia India www.agrasenortho.com
Patient Listening, Patient guide,Genuine Practise,Patient Satisfaction
This document discusses the importance of service excellence in healthcare. It notes that while patients expect high-quality medical treatment, they want medical care that includes empathy, communication, and being there for them. The document outlines strategies for delivering excellent service, such as compassionate communication, addressing patients' emotional needs, and developing customer-friendly processes. Regular patient satisfaction surveys can help identify areas for improvement and ensure expectations are exceeded to build patient loyalty.
The document discusses the importance of putting patients first in healthcare clinics. It argues that patients, not doctors or other staff, should be considered the most important people. When patients are happy with their experience, they are loyal, refer other patients, and help the medical staff perform better. The document provides many suggestions for how clinics can implement a patient-first culture, such as treating staff well so they will treat patients well, improving processes and environment, and gathering patient feedback.
This profile is for Klaas Vandevyvere, a 39-year-old Belgian physician and entrepreneur. He is the CEO and co-founder of M2M, a startup focused on improving patient experience and access to healthcare through digital technologies. As a physician, he believes in a proactive approach to healthcare and sees digitalization as enabling better patient-provider communication and personalized treatment. In his roles at AZ Groeninge hospital, he works to integrate new technologies and optimize clinical processes.
The document discusses patient satisfaction surveys, specifically the HCAHPS survey. It provides context on the objectives and methodology of HCAHPS which include standardizing surveys to allow for hospital comparisons, increasing accountability and incentives for quality improvement, and linking Medicare reimbursements to performance on quality measures including patient experience. It also summarizes what is measured in HCAHPS surveys including composites on communication with nurses and doctors, responsiveness, pain management, communication about medications, discharge information and care transition as well as individual items on cleanliness and quietness.
We are a Medical Tourism Company based in Gurgaon, Delhi NCR. Delhi NCR, is emerging as one of the top medical tourism destinations in India, with professional experts, technological sophistication and health care services that easily match the best in the world. Its reputation as the global technology hub and cosmopolitan city has made it a prominent health care destination for foreigners from developed as well as developing countries.
Angel Medcare facilitates world class, high quality and affordable medical treatment in India. We also help clients experience the rich natural and cultural and historical facets of India.
Angel Medcare has tie ups with some of the best Super specialty and Multispecialty hospitals in Delhi NCR region like Medanta the Medicity, Artemis, Group of Fortis Hospitals, Columbia Asia, Apollo, Max etc . We can provide several options to the patients, to suit as per each individual’s budget and preference.
We help, assist and guide the patients who choose to come to India for any kind of treatments because either they wish to combine business trip with health care or due to any of the following reasons
- The treatment is either too costly in other countries, or is not available
- they need immediate medical assistance and patient cannot wait for long time
- The patient does not have any insurance cover and is looking for cost effective and quality treatments outside.
We are one stop shop in India for the foreign patients taking care of all needs form travel, tourism, & healthcare along with facility for interpreter. This will give them an enriched and better experience of their tour to India……To know more about our services, please visit www.angelmedcare.com and the presentation attached here with.
Providence Healthcare provides rehabilitation, long-term care, and palliative care services. It is embarking on a $16 million fundraising campaign called "Hope Starts Here" to transform its hospital facilities. The campaign will remodel six rehabilitation units to improve patient care and outcomes. It will also renovate two floors to create a home-like palliative care environment. The goal is to help patients return home sooner with improved independence and quality of life.
Swacon International Hospital is a 24-bed international general hospital located in the heart of the city near the airport and downtown that specializes in travel and mountain medicine. It provides high quality healthcare services according to international standards supported by modern technology and personalized care. The hospital's mission is prevention and making patients disease preventionists through qualified professionals and latest technologies. It offers a wide range of medical services including cardiology, orthopedics, pulmonology and more. As a designated travel medicine center, the hospital provides pre-travel health consultations, post-travel consultations, and community outreach programs.
MediTrain (Since 1990)
Introduced Patient guidance & Medical Tourism Concept for the first time in Bangladesh
Patient Guidance
Medical Tourism
Hospitals Promotion
Medical Education, Training & CME
Healthcare Consultancy
OUR MISSION:
To provide care that save lives
To help and guide patients that heals.
To train the (Doctor) hands that care.
To empower Hospitals to reach out
CORE VALUES:
Service Excellence
Teamwork and Fair Partnership
Honesty and Integrity
Good Corporate Citizenship
~ PROFESSIONAL EXCELLENCE’ ~
Hospitals Promotion, Branding, Marketing and Health Care PR
Feasibility Survey and Market Research On Behalf of Partner Hospitals
Doctor Branding for attracting high value patients.
Patient Counseling, Guidance and Patient Referral
Medical Education & CME, Training
Organizing OPD, Seminar, Workshop & Healthcare Event
Tele Medicine and Tele Radiology Solutions
Medical Tourism
Healthcare Consultancy
This homecare agency provides a wide range of in-home medical, rehabilitation, and support services to help clients remain in their homes. They have a doctor-owned, nurse-managed model with strict safety standards. Services include skilled nursing, physical/occupational/speech therapy, medical social work, and 24/7 nurse support. They aim to improve outcomes through coordinated, compassionate long-term care that improves quality of life.
These hospitals are a ray of hope for those ailing patients, who want a relief from their sufferings. Hence, in this issue of Insights Success, we present to you India’s Best of 5 Recommended Hospitals, that are changing the face of healthcare through their dedication and innovation. We also recommend you read articles curated by our in-house editorial team.
The document summarizes the Habitat for Healing campaign by Borgess Health Alliance to renovate and expand their Level 1 Emergency and Trauma Center. The key points are:
1) Funds from the campaign will be used to renovate the emergency center to provide more private treatment rooms, expand the overall space, and add new diagnostic technologies like a 64-slice CT scanner.
2) These upgrades are needed to keep up with growing demand and provide patients with the highest quality and most private emergency care.
3) Donations from the community will play a vital role in supporting the campaign and strengthening Borgess' ability to care for the health of the region.
Assessment and Treatment of Pain in the Emergency and Critical Care Patientupstatevet
Abby Luvera, LVT, Emergency
This lecture will discuss the importance of treating acute pain in our emergency and critical care patients, with an emphasis on the role of the veterinary technician in the recognition, assessment, and treatment of pain. Participants will learn sources of acute pain and available treatment modalities, as well as common pitfalls and challenges when assessing pain. Participants will also hear options for implementing a pain scoring system for their practice and resources for continued education.
Herts Urgent Care (HUC) provides several urgent and out-of-hours healthcare services for residents of Hertfordshire, including a GP out-of-hours service, dental out-of-hours service, and a new 111 service. The document discusses the services provided by HUC and improvements made over the last year, including introducing centralized booking and better integration with hospitals. It also describes the new 111 service which provides medical advice and directs patients to the appropriate care through trained call handlers and an assessment tool.
Mastering the HCAHPS by providing patients more than customer service, engage them in a customer experience. The audience was doctors and nurses, but the lessons apply to all hospital staff.
The document discusses orthodontic practice management. It covers topics such as practice leadership, goal setting, office location, office management, communication, marketing, ethics, staff management, and office finances. Effective practice management requires setting goals, developing systems and procedures, managing staff, marketing the practice, and ensuring proper office finances. Management skills are essential for orthodontists to effectively run their practices and deliver quality care.
This case study describes the quality initiatives and milestones achieved by Ruby Hall Clinic, a 555-bed multi-specialty tertiary care hospital in Pune, India. Some key points:
- The clinic was established in 1959 and has expanded significantly over the years by introducing many medical "firsts" in Pune and Maharashtra.
- Its vision is to provide high-end technology, medical expertise, and compassionate personalized care.
- The clinic began its quality assurance journey in 2008 and achieved various accreditations like NABL, NABH for laboratory and hospital.
- It integrates quality into its operations through processes like credentialing clinicians, preventative maintenance, safety measures,
This document provides information about the Healing Clinic project including the project team members, definition, vision, mission, goals, and objectives. The clinic will provide various medical services including dermatology, facial treatments, nutrition, and physical therapy. It aims to become the largest specialist healing center in Egypt through providing specialized treatments using modern techniques. Objectives include empowering doctors through international conferences and increasing the number of patients through advertising. The document also includes analyses of the clinic using PESTEL, Porter's Five Forces, SWOT and information about hiring a new clinic manager.
Bumrungrad Hospital in Bangkok, Thailand aims to provide world-class healthcare and customer service. It focuses on clinical quality, patient and staff satisfaction, and continuous improvement. The hospital attracts over a million international patients annually through competitive pricing, advanced technology and facilities, and an emphasis on reliability, responsiveness, assurance, empathy and tangible aspects of service quality.
The healthcare sector in India is governed by the Ministry of Health and Family Welfare. It has a total value of more than $40 billion and employs 8 million people directly and indirectly. Between 2000-2011, the sector grew by 9.8% annually. However, corporate hospitals constitute less than 1% of all healthcare institutes. An investment of $14.4 billion is needed by 2025 to increase India's bed density to at least two per thousand population.
This document discusses quality improvement in health services. It defines quality as the set of attributes and characteristics of services that satisfy needs. Quality improvement frameworks are presented, including the Donabedian model of structure, process, and outcomes. Key factors for quality reproductive health programs are identified as health workers, supply of drugs/contraceptives, training, supervision, method mix, and accessibility. The document outlines various quality assurance and improvement processes like identifying problem areas, data collection, intervention planning, and customer-focused improvement approaches.
The document provides an overview of healthcare quality assurance. It defines quality, differentiates between the three aspects of quality, and identifies key dimensions of quality. It discusses that quality planning, measurement, and improvement are important for a quality assurance process. The document outlines various quality assurance concepts like the cost of quality, quality standards, Donabedian's paradigm, and the plan-do-check-act quality improvement cycle. It emphasizes that quality assurance focuses on systems and processes, uses data to analyze service delivery, and encourages a team approach to problem solving.
Achieving Patient delight with Quality - Dr V.P Thomas at Knowledge Series Se...Hosmac India Pvt Ltd
This document discusses quality initiatives at Dr L H Hiranandani Hospital, an NABH accredited hospital in Mumbai. It provides an introduction to the hospital's history and mission of providing quality healthcare. It outlines how quality is emphasized at every level of care delivery, from interactions with security and cleanliness to nursing, doctors, and leadership. Charts show high patient satisfaction ratings. Best practices for maintaining quality include reviewing feedback, clear communication, identifying issues, and responding to complaints promptly. The hospital aims to be the preferred choice for healing through its commitment to continuous quality improvement.
This profile is for Klaas Vandevyvere, a 39-year-old Belgian physician and entrepreneur. He is the CEO and co-founder of M2M, a startup focused on improving patient experience and access to healthcare through digital technologies. As a physician, he believes in a proactive approach to healthcare and sees digitalization as enabling better patient-provider communication and personalized treatment. In his roles at AZ Groeninge hospital, he works to integrate new technologies and optimize clinical processes.
The document discusses patient satisfaction surveys, specifically the HCAHPS survey. It provides context on the objectives and methodology of HCAHPS which include standardizing surveys to allow for hospital comparisons, increasing accountability and incentives for quality improvement, and linking Medicare reimbursements to performance on quality measures including patient experience. It also summarizes what is measured in HCAHPS surveys including composites on communication with nurses and doctors, responsiveness, pain management, communication about medications, discharge information and care transition as well as individual items on cleanliness and quietness.
We are a Medical Tourism Company based in Gurgaon, Delhi NCR. Delhi NCR, is emerging as one of the top medical tourism destinations in India, with professional experts, technological sophistication and health care services that easily match the best in the world. Its reputation as the global technology hub and cosmopolitan city has made it a prominent health care destination for foreigners from developed as well as developing countries.
Angel Medcare facilitates world class, high quality and affordable medical treatment in India. We also help clients experience the rich natural and cultural and historical facets of India.
Angel Medcare has tie ups with some of the best Super specialty and Multispecialty hospitals in Delhi NCR region like Medanta the Medicity, Artemis, Group of Fortis Hospitals, Columbia Asia, Apollo, Max etc . We can provide several options to the patients, to suit as per each individual’s budget and preference.
We help, assist and guide the patients who choose to come to India for any kind of treatments because either they wish to combine business trip with health care or due to any of the following reasons
- The treatment is either too costly in other countries, or is not available
- they need immediate medical assistance and patient cannot wait for long time
- The patient does not have any insurance cover and is looking for cost effective and quality treatments outside.
We are one stop shop in India for the foreign patients taking care of all needs form travel, tourism, & healthcare along with facility for interpreter. This will give them an enriched and better experience of their tour to India……To know more about our services, please visit www.angelmedcare.com and the presentation attached here with.
Providence Healthcare provides rehabilitation, long-term care, and palliative care services. It is embarking on a $16 million fundraising campaign called "Hope Starts Here" to transform its hospital facilities. The campaign will remodel six rehabilitation units to improve patient care and outcomes. It will also renovate two floors to create a home-like palliative care environment. The goal is to help patients return home sooner with improved independence and quality of life.
Swacon International Hospital is a 24-bed international general hospital located in the heart of the city near the airport and downtown that specializes in travel and mountain medicine. It provides high quality healthcare services according to international standards supported by modern technology and personalized care. The hospital's mission is prevention and making patients disease preventionists through qualified professionals and latest technologies. It offers a wide range of medical services including cardiology, orthopedics, pulmonology and more. As a designated travel medicine center, the hospital provides pre-travel health consultations, post-travel consultations, and community outreach programs.
MediTrain (Since 1990)
Introduced Patient guidance & Medical Tourism Concept for the first time in Bangladesh
Patient Guidance
Medical Tourism
Hospitals Promotion
Medical Education, Training & CME
Healthcare Consultancy
OUR MISSION:
To provide care that save lives
To help and guide patients that heals.
To train the (Doctor) hands that care.
To empower Hospitals to reach out
CORE VALUES:
Service Excellence
Teamwork and Fair Partnership
Honesty and Integrity
Good Corporate Citizenship
~ PROFESSIONAL EXCELLENCE’ ~
Hospitals Promotion, Branding, Marketing and Health Care PR
Feasibility Survey and Market Research On Behalf of Partner Hospitals
Doctor Branding for attracting high value patients.
Patient Counseling, Guidance and Patient Referral
Medical Education & CME, Training
Organizing OPD, Seminar, Workshop & Healthcare Event
Tele Medicine and Tele Radiology Solutions
Medical Tourism
Healthcare Consultancy
This homecare agency provides a wide range of in-home medical, rehabilitation, and support services to help clients remain in their homes. They have a doctor-owned, nurse-managed model with strict safety standards. Services include skilled nursing, physical/occupational/speech therapy, medical social work, and 24/7 nurse support. They aim to improve outcomes through coordinated, compassionate long-term care that improves quality of life.
These hospitals are a ray of hope for those ailing patients, who want a relief from their sufferings. Hence, in this issue of Insights Success, we present to you India’s Best of 5 Recommended Hospitals, that are changing the face of healthcare through their dedication and innovation. We also recommend you read articles curated by our in-house editorial team.
The document summarizes the Habitat for Healing campaign by Borgess Health Alliance to renovate and expand their Level 1 Emergency and Trauma Center. The key points are:
1) Funds from the campaign will be used to renovate the emergency center to provide more private treatment rooms, expand the overall space, and add new diagnostic technologies like a 64-slice CT scanner.
2) These upgrades are needed to keep up with growing demand and provide patients with the highest quality and most private emergency care.
3) Donations from the community will play a vital role in supporting the campaign and strengthening Borgess' ability to care for the health of the region.
Assessment and Treatment of Pain in the Emergency and Critical Care Patientupstatevet
Abby Luvera, LVT, Emergency
This lecture will discuss the importance of treating acute pain in our emergency and critical care patients, with an emphasis on the role of the veterinary technician in the recognition, assessment, and treatment of pain. Participants will learn sources of acute pain and available treatment modalities, as well as common pitfalls and challenges when assessing pain. Participants will also hear options for implementing a pain scoring system for their practice and resources for continued education.
Herts Urgent Care (HUC) provides several urgent and out-of-hours healthcare services for residents of Hertfordshire, including a GP out-of-hours service, dental out-of-hours service, and a new 111 service. The document discusses the services provided by HUC and improvements made over the last year, including introducing centralized booking and better integration with hospitals. It also describes the new 111 service which provides medical advice and directs patients to the appropriate care through trained call handlers and an assessment tool.
Mastering the HCAHPS by providing patients more than customer service, engage them in a customer experience. The audience was doctors and nurses, but the lessons apply to all hospital staff.
The document discusses orthodontic practice management. It covers topics such as practice leadership, goal setting, office location, office management, communication, marketing, ethics, staff management, and office finances. Effective practice management requires setting goals, developing systems and procedures, managing staff, marketing the practice, and ensuring proper office finances. Management skills are essential for orthodontists to effectively run their practices and deliver quality care.
This case study describes the quality initiatives and milestones achieved by Ruby Hall Clinic, a 555-bed multi-specialty tertiary care hospital in Pune, India. Some key points:
- The clinic was established in 1959 and has expanded significantly over the years by introducing many medical "firsts" in Pune and Maharashtra.
- Its vision is to provide high-end technology, medical expertise, and compassionate personalized care.
- The clinic began its quality assurance journey in 2008 and achieved various accreditations like NABL, NABH for laboratory and hospital.
- It integrates quality into its operations through processes like credentialing clinicians, preventative maintenance, safety measures,
This document provides information about the Healing Clinic project including the project team members, definition, vision, mission, goals, and objectives. The clinic will provide various medical services including dermatology, facial treatments, nutrition, and physical therapy. It aims to become the largest specialist healing center in Egypt through providing specialized treatments using modern techniques. Objectives include empowering doctors through international conferences and increasing the number of patients through advertising. The document also includes analyses of the clinic using PESTEL, Porter's Five Forces, SWOT and information about hiring a new clinic manager.
Bumrungrad Hospital in Bangkok, Thailand aims to provide world-class healthcare and customer service. It focuses on clinical quality, patient and staff satisfaction, and continuous improvement. The hospital attracts over a million international patients annually through competitive pricing, advanced technology and facilities, and an emphasis on reliability, responsiveness, assurance, empathy and tangible aspects of service quality.
The healthcare sector in India is governed by the Ministry of Health and Family Welfare. It has a total value of more than $40 billion and employs 8 million people directly and indirectly. Between 2000-2011, the sector grew by 9.8% annually. However, corporate hospitals constitute less than 1% of all healthcare institutes. An investment of $14.4 billion is needed by 2025 to increase India's bed density to at least two per thousand population.
This document discusses quality improvement in health services. It defines quality as the set of attributes and characteristics of services that satisfy needs. Quality improvement frameworks are presented, including the Donabedian model of structure, process, and outcomes. Key factors for quality reproductive health programs are identified as health workers, supply of drugs/contraceptives, training, supervision, method mix, and accessibility. The document outlines various quality assurance and improvement processes like identifying problem areas, data collection, intervention planning, and customer-focused improvement approaches.
The document provides an overview of healthcare quality assurance. It defines quality, differentiates between the three aspects of quality, and identifies key dimensions of quality. It discusses that quality planning, measurement, and improvement are important for a quality assurance process. The document outlines various quality assurance concepts like the cost of quality, quality standards, Donabedian's paradigm, and the plan-do-check-act quality improvement cycle. It emphasizes that quality assurance focuses on systems and processes, uses data to analyze service delivery, and encourages a team approach to problem solving.
Achieving Patient delight with Quality - Dr V.P Thomas at Knowledge Series Se...Hosmac India Pvt Ltd
This document discusses quality initiatives at Dr L H Hiranandani Hospital, an NABH accredited hospital in Mumbai. It provides an introduction to the hospital's history and mission of providing quality healthcare. It outlines how quality is emphasized at every level of care delivery, from interactions with security and cleanliness to nursing, doctors, and leadership. Charts show high patient satisfaction ratings. Best practices for maintaining quality include reviewing feedback, clear communication, identifying issues, and responding to complaints promptly. The hospital aims to be the preferred choice for healing through its commitment to continuous quality improvement.
The document provides an overview of the marketing mix strategies for 4 sectors within the healthcare industry: hospitals, ayurvedic, health and beauty, and health clinics. It summarizes the key aspects of the marketing mix - product, price, place, promotion, people, process, and physical evidence - for each sector. For example, it describes the products and services offered by hospitals include various medical specialties. It also outlines the location, promotional activities, and emphasis on qualified medical professionals for the sectors.
Tijdens de Horecava 2014 verzorgt Nico twee sessies waarin hij samen met drie experts ingaat op de pijlers FOOD(WASTE) en HEALTH & CARE als onderdeel van The Agenda of the Future. Nico is eigenaar van Hospitality in Health en hij schrijft over Health Cuisine. Zijn boek ‘From Farm to Fork in Twente’ kwam vorig jaar uit, en in de lente van 2014 volgt de tweede, ‘From Farm to Fork in Amsterdam’, met daarin 8 Topchefs die lekker & gezond koken met streekproducten uit alle 12 provincies.
Donderdag 16 JAN: in deze sessie belicht Nico goede voorbeelden van gastvrije ziekenhuizen in Azië, het Midden Oosten, Europa en Amerika, en geeft hij tips uit het Hospitality in Health artikel ‘Getting Hospitality in Hospitals right’ dat gepubliceerd werd door Informa Life Sciences Magazines in Dubai. In een podiumgesprek met Evert Jan Bos van VNU Exhibitions, die in mei de vakbeurs ‘Welkom in de Zorg’ organiseert, belicht het duo de toekomst en goede voorbeelden van ‘gastvrijheid in de zorg’ in Nederland.
The document discusses the hospitality industry and the role of hospitality managers. It defines hospitality as the reception and entertainment of guests with goodwill. The three main objectives of hospitality managers are to make guests feel welcomed, ensure products and services meet guest needs, and maintain a profitable operation through controlled budgeting. The document also outlines various hospitality jobs, services, trends impacting the industry like increased competition, and management's focus on guest satisfaction and continued business.
This document discusses patient satisfaction in healthcare. It outlines that patient satisfaction depends on meeting patient needs through high quality care, effective communication, and a caring attitude from staff. Key determinants of patient satisfaction include clinical competency, clean and comfortable facilities, respectful treatment, and addressing patient concerns. Maintaining patient satisfaction is important for positive health outcomes, compliance, and the financial and reputational well-being of healthcare organizations.
1. The structure of healthcare delivery is broken because competition is based on erroneous beliefs rather than quality.
2. Measuring quality through mandatory reporting is the most important step in reforming healthcare, and quality is measured through HCC scores, 5-star ratings, meaningful use of technology, care coordination and utilization, and patient experience.
3. Adopting electronic medical records like NextGen allows healthcare organizations to compete on quality by engaging patients through patient portals, coordinating care, and utilizing technology to improve workflows and documentation.
The document is a project report on assessing patient satisfaction at HCG EKO Cancer Center in Kolkata. It includes an introduction, objectives to understand hospital operations and analyze patient satisfaction surveys. It finds that while 760 responses were satisfied, 240 were dissatisfied, identifying issues like lack of housekeeping staff and long wait times. The report provides recommendations to address problems and aims to give insights into improving patient experience.
The document provides guidance on marketing to the NHS. It advises to consider individuals in the marketing process, treat change as an opportunity, and engage commercially with the NHS. It also notes the NHS is not a single entity and its parts are not always joined up. Quality improvement initiatives like QIPP and the NHS Outcomes Framework aim to improve efficiency, outcomes and patient experience.
Presentations from the first VIT-MIT-MGH Healthcare Hackathon. Healthcare and Medical Design Thinking to help scale medicine and spur innovations that can impact healthcare in India, China & emerging healthcare systems.
The document discusses plans for a new hospital chain in India. It notes that the Indian healthcare market is large and growing rapidly due to factors like population growth and rising rates of non-communicable diseases. There is a need for more infrastructure to address the healthcare needs. The document outlines plans to target middle and upper middle class customers in semi-urban areas by positioning the hospitals on quality care. It discusses the service triangle of hospitals, doctors, and patients. Marketing strategies around products, price, place, promotion, and people are presented. The document also addresses strategies to reduce service gaps and ensure customer satisfaction. Projections show the capital costs required and projected revenues needed over 4 years.
Patient’s experience, improve the quality health3zsaddique
Putting patients first requires more than world-class clinical care – it requires care that addresses every aspect of a patient’s encounter with Hospital, including the patient’s physical comfort, as well as their educational, emotional, and spiritual needs. A team of professionals should serves as an advisory resource for critical initiatives across the Hospital health system. In addition, it should provide resources and data analytics; identify, support, and publish sustainable best practices; and collaborate with a variety of departments to ensure the consistent delivery of patient-centered care.
This document provides an overview of planning and marketing strategies for a proposed 300-bed corporate hospital. It discusses identifying patient needs, developing new services, satisfying patients, and marketing at different stages of hospital growth. Key aspects of hospital marketing include promoting quality treatment, medical tourism, major surgeries, and using social media. The roles of marketers in healthcare are also examined. Effective marketing techniques for hospitals include demonstrations, public relations, advertisements, media interviews, and using various modes of publicity.
This document provides biographical information about Dr. Osama Marwan Arabi, including his qualifications, education history, employment history, honors, and professional projects. It summarizes that he is a Jordanian neurosurgeon currently working as a consultant in Saudi Arabia. He has over 20 years of experience in fields like wound care, infection prevention, and operating rooms. Some of his accomplishments include successfully launching new advanced wound care and infection prevention products and programs across Saudi Arabia.
This document provides details about the Cleveland Clinic, including its service concept, focus on customer involvement, employee management practices, operations design, sources of funding and support, past expansion efforts, future opportunities, and core competencies. The Clinic aims to provide high-quality, multi-specialty healthcare using medical expertise, innovative technology, clinical research, and education. It manages operations through specialty centers and teams, monitors outcomes, and employs strategies to engage customers and train/evaluate employees. The document discusses the Clinic's previous expansion to Florida, and potential future opportunities through partnerships with Canyon Ranch, opening a facility in Canada, or collaborating with projects in Abu Dhabi.
Similar to Guest Satisfaction enhances Patient Satisfaction - presentation Barcelona (20)
This document discusses embedding sustainable culinary tourism in Jordan's national tourism strategy. It argues that culinary tourism should be a key part of the strategy for several reasons: 1) It aligns with shifts in consumer behavior towards health, local food, and community. 2) Sustainable food and beverage practices may become a requirement for tourism destinations. 3) It benefits both the agriculture and tourism sectors. 4) It is in line with UN Sustainable Development Goals. 5) Tourists spend on average 25% of their budget on food and beverages. The document also identifies some gaps such as the narrow scope of many culinary tourism initiatives and the disconnect between tourism marketers and food and beverage professionals. It argues for
This document provides an overview of a class on health cuisine given by Nico Dingemans. It discusses how health cuisine is like haute cuisine but focuses on healthy foods. It also covers perspectives on healthy eating from different cultures, types of healthy foods, examples of top chefs who focus on health cuisine, and healthy food cultures from the East and West. Finally, it discusses how modern medicine compares to alternative medicine in relation to health cuisine and how health cuisine involves sensible food procurement practices.
( FOR THE ORIGINAL DUTCH PPT GO TO http://bit.ly/CSA-HealthCuisine2014-NL )
First of 3 Health Cuisine classes by Hospitality in Health integrated into the curriculum of the top culinairy academy in the Netherlands:
* 19 Nov. 2013 Theory & Introduction & Assignment
* 7 Jan. 2014 Feedback on Assignment plan
* 4 March, 2014 Health Cuisine diner for 50 VIP guests
This class material is from early 2014 and being updated for 2015. For more information about Health Cuisine lessons for Culinary Academies and Hotel Schools contact: nico@hospitalityinhealth.com
Tijdens de Horecava 2014 verzorgt Nico twee sessies waarin hij samen met drie experts ingaat op de pijlers FOOD(WASTE) en HEALTH & CARE als onderdeel van The Agenda of the Future. Nico is eigenaar van Hospitality in Health en hij schrijft over Health Cuisine. Zijn boek ‘From Farm to Fork in Twente’ kwam vorig jaar uit, en in de lente van 2014 volgt de tweede, ‘From Farm to Fork in Amsterdam’, met daarin 8 Topchefs die lekker & gezond koken met streekproducten uit alle 12 provincies.
De sessie op woensdag 15 januari: met aandacht voor o.a. Health Cuisine lessen op de Cas Spijkers Academie Twente, De Bloemenbeek, en voor head-to-tail & cradle-to-cradle principes van Harry’s Farm waar Twentse Black & Red Angus runderen grazen. Het tegengaan van voedselverspilling krijgt ook een plek in ‘From Farm to Fork in Amsterdam’. Als aftrap; een levendig podiumgesprek met bekende demoslager Gertjan Kiers, en viskenner & Slowfood bestuurslid Mieke Snoek, over vis en vlees, en over anti-Foodwaste in slagerijen en de visserij.
( FOR ENGLISH GO TO http://bit.ly/CSA-HealthCuisine2014-EN )
First of 3 Health Cuisine classes by Hospitality in Health integrated into the curriculum of the top culinairy academy in the Netherlands:
* 19 Nov. 2013 Theory & Introduction & Assignment
* 7 Jan. 2014 Feedback on Assignment plan
* 4 March, 2014 Health Cuisine diner for 50 VIP guests
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3. Guest Satisfaction enhances Patient Satisfaction
Nico Dingemans
Pleased to meet you !
Stenden/CHN University, The Netherlands
Hotel Management School Leeuwarden
Bachelor's 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-'10
HOSPITALITY CONSULTANT | EXECUTIVE SEARCH SPECIALIST | HEALTH CUISINE PROMOTER | ENTREPRENEUR
4. Guest Satisfaction enhances Patient Satisfaction
3 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. 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 Worldwide
HOSPITALITY CONSULTANT | EXECUTIVE SEARCH SPECIALIST | HEALTH CUISINE PROMOTER | ENTREPRENEUR
7. Guest Satisfaction enhances Patient Satisfaction
A closer look at
SERVICE
from a Marketing Perspective
for World-class Hospitals &
HealthCare Providers
8. Guest Satisfaction enhances Patient Satisfaction
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. Guest Satisfaction enhances Patient Satisfaction
The 3 layers of HealthCare Service
1. Core Service = Health
Healing, Treatment, Disease Prevention
Health
2. Actual Service = Medical Care
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. 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
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 Expectations
Cost & Efficiency based only Incremental Revenue
Low Impact on High Impact on
Patient Experience Patient Experience
12. Guest Satisfaction enhances Patient Satisfaction
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. Guest Satisfaction enhances Patient Satisfaction
BEST PRACTICES
2 types, 8 examples:
A. Hospitality in Health
B. Health in Hospitality
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. Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #1: Royale Hayat Maternity Hospital
Kuwait
HOSPITAL PARTNERSHIP HOTEL
16. Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #1: Royale Hayat Maternity Hospital
Kuwait
HOSPITAL PARTNERSHIP HOTEL
17. Guest Satisfaction enhances Patient Satisfaction
Best-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
19. Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #2:
HMC
ANNUAL
REPORT
2009-2010
Doha, Qatar
Patient Food
Satisfaction
Results up
Rising use of
Service Centers
20. Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #2.1: Hamad Medical Corporation
Doha, Qatar
VALET PARKING SERVICE
(FOR PATIENTS/VISITORS)
SHUTTLE BUS SERVICE
(FOR STAFF)
Managed by:
Hospitality Department
21. 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
22. 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
27. Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #5: Rochester, Minnesota – USA
HOSPITAL CONNECTIVITY HOTELS
28. Guest Satisfaction enhances Patient Satisfaction
Rochester, Minnesota – USA
Best-Practise Example #5:
&
A Personal connection
29. Guest Satisfaction enhances Patient Satisfaction
Rochester, Minnesota – USA
Best-Practise Example #5:
&
Why Mayo and Marriott are deeply inter-connected...
30. Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #5:
Over 12 Brands, 137,000 employees, 70 countries, 3,500 properties
31. Guest Satisfaction enhances Patient Satisfaction
BEST PRACTICES
TYPE B:
Health in Hospitality – Examples
6. Scandic Sanadome Spa Resort, THE NETHERLANDS
7. Healing Hotels of the World, GLOBAL
8. SHA Wellness Clinic, SPAIN
32. Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #6:
Scandic Sanadome Nijmegen, Netherlands
Spa Hotel Meeting Spa Cuisine
33. Guest Satisfaction enhances Patient Satisfaction
Best-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. Guest Satisfaction enhances Patient Satisfaction
Best-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. Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #7: Healing Hotels of the World
Worldwide
36. Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #7: Healing Hotels of the World
Worldwide
37. Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #7: Healing Hotels of the World
Worldwide
38. Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #8: Healing Hotels of the World
Alicante, Spain
39. Guest Satisfaction enhances Patient Satisfaction
Hoteliers are masters in international Branding & Marketing.
Imagine the potential for HealthCare providers...