Guest Satisfaction enhances Patient Satisfaction

Guest Satisfaction enhances Patient Satisfaction

GUEST Satisfaction

enhances

PATIENT Satisfaction

Guest Satisfaction enhances Patient Satisfaction

Nico Dingemans

Managing Director

Hospitality Perspectives&

Hospitality in Health (HIH)

The Netherlands, since 10-10-'10

Pleased to meet you !

HOSPITALITY CONSULTANT | EXECUTIVE SEARCH SPECIALIST | HEALTH CUISINE PROMOTER | ENTREPRENEUR

Stenden/CHN University, The NetherlandsHotel Management School Leeuwarden

Bachelor's Degree '97

HOTELIER10 years International Hospitality Career

Hyatt & Sheraton – IndonesiaHilton Antwerp – Belgium

Hilton Atlanta & Towers – USAThe Grand Hotel – Red Sea, Egypt

Mövenpick Media City – Cairo, EgyptHilton Schiphol Airport – Amsterdam, NL

LEAD CONSULTANT3 years with Leading Executive Search Firm

Key Accounts in Middle East & Europe

Guest Satisfaction enhances Patient Satisfaction

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

3 MISSIONS:

HOSPITALITY CONSULTANT | EXECUTIVE SEARCH SPECIALIST | HEALTH CUISINE PROMOTER | ENTREPRENEUR

Guest Satisfaction enhances Patient Satisfaction

The Concept:

Healthy Recipes from around the World12 Top Chefs, 12 Countries, 6 Continentsfeaturing Health Destinations Worldwide

HEALTH CUISINE – Cookbook – launch in January, 2012

HOSPITALITY CONSULTANT | EXECUTIVE SEARCH SPECIALIST | HEALTH CUISINE PROMOTER | ENTREPRENEUR

Guest Satisfaction enhances Patient Satisfaction

GUEST Satisfaction

enhances

PATIENT Satisfaction

Guest Satisfaction enhances Patient Satisfaction

A closer look at

SERVICEfrom a Marketing Perspectivefor World-class Hospitals &

HealthCare Providers

Guest Satisfaction enhances Patient Satisfaction

1. Core Servicebasic, key purpose

2. Actual Servicethe 'what', specifics

3. Augmented Servicethe 'how' +potential for Value Innovation

The 3 layers of SERVICES

Augmented

Actual

Core

Guest Satisfaction enhances Patient Satisfaction

Non-medical

Medical Care

Health

1. Core Service = Health

Healing, Treatment, Disease Prevention

2. Actual Service = Medical Care

Translates into the basic Patient ExperienceQuality Level, Clinical ResultsDesign and Medical SpecialismsBrand and Accreditations“Packaging”, PositioningTypical Features (primary, tertiary)

3. Augmented Service = Non-Medical Care

Enhances the Patient Experience– Facility Management (traditional)

– Hospitality Management (value innovation)

The 3 layers of HealthCare Service

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

Guest Satisfaction enhances Patient Satisfaction

FROMFacility

Management(traditional)

Patient = Customer/CaseManaging Facilities

1-dimensionalLogistics-based

External results onlyNo-value innovation

Not marketableBasic Expectation

Cost & Efficiency based only

Low Impact onPatient Experience

TOHospitality

Management(value innovation, blue ocean)

Patient = GuestExperience Management

Multi-dimensionalService Culture-based

Internal & External resultsValue Innovation

MarketableExceeding ExpectationsIncremental Revenue

High Impact onPatient Experience

Guest Satisfaction enhances Patient Satisfaction

TRANSFERABLE HOSPITALITY SERVICES

Guest RelationsFront Desk, Concierge, Hospitality Lounge

Food & Beverages, CateringHealth Cuisine, Restaurants, Kitchens

Rooms ManagementHousekeeping, Public Area's, Hygiene, Safety

Wellness, Recreation & Tenant ServicesSpa Centers, Internet, Shops, Security

but also... HR, Training, Engineering, IT,

Business Development & Strategy,

(e)Marketing, Revenue Management etc

Guest Satisfaction enhances Patient Satisfaction

BEST PRACTICES2 types, 8 examples:

A. Hospitality in Health

B. Health in Hospitality

Guest Satisfaction enhances Patient Satisfaction

BEST PRACTICES TYPE A:

Hospitality in Health – Examples1. Royale Hayat Maternity Hospital, KUWAIT

2. Hamad Medical Corporation, QATAR

3. Bumrungrad Hospital, THAILAND

4. Henry Ford Hospital, USA

5. Mayo Clinic, USA

Guest Satisfaction enhances Patient Satisfaction

Best-Practise Example #1: Royale Hayat Maternity HospitalKuwait

HOSPITAL PARTNERSHIP HOTEL

Guest Satisfaction enhances Patient Satisfaction

Best-Practise Example #1: Royale Hayat Maternity HospitalKuwait

HOSPITAL PARTNERSHIP HOTEL

Guest Satisfaction enhances Patient Satisfaction

Best-Practise Example #2:

An artistic rendering of the new Children’s Hospital

Hamad Medical City

An artist’s drawing of Al Wakra Hospital

Doha, Qatar

Guest Satisfaction enhances Patient Satisfaction

Best-Practise Example #2:

Doha, Qatar

> 1600 beds

Scale + Quality

=

Logistical Challenge

(medical and non-medical)

Guest Satisfaction enhances Patient Satisfaction

Best-Practise Example #2:HMC

ANNUALREPORT

2009-2010Doha, Qatar

Patient FoodSatisfactionResults up

Rising use of Service Centers

Guest Satisfaction enhances Patient Satisfaction

Best-Practise Example #2.1: Hamad Medical CorporationDoha, Qatar

VALET PARKING SERVICE(FOR PATIENTS/VISITORS)

SHUTTLE BUS SERVICE(FOR STAFF)

Managed by:Hospitality Department

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

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

Guest Satisfaction enhances Patient Satisfaction

Best-Practise Example #3: BumrungradHospital

BangkokThailand

Guest Satisfaction enhances Patient Satisfaction

Best-Practise Example #3: BumrungradHospital

BangkokThailand

Guest Satisfaction enhances Patient Satisfaction

Best-Practise Example #4: Henry Ford Health SystemUSA

Guest Satisfaction enhances Patient Satisfaction

Best-Practise Example #4: Henry Ford Health SystemUSA

Guest Satisfaction enhances Patient Satisfaction

Best-Practise Example #5: Rochester, Minnesota – USA

HOSPITAL CONNECTIVITY HOTELS

Guest Satisfaction enhances Patient Satisfaction

Best-Practise Example #5:

&A Personal connection

Rochester, Minnesota – USA

Guest Satisfaction enhances Patient Satisfaction

Best-Practise Example #5:

&

Why Mayo and Marriott are deeply inter-connected...

Rochester, Minnesota – USA

Guest Satisfaction enhances Patient Satisfaction

Best-Practise Example #5:

Over 12 Brands, 137,000 employees, 70 countries, 3,500 properties

Guest Satisfaction enhances Patient Satisfaction

BEST PRACTICESTYPE B:

Health in Hospitality – Examples6. Scandic Sanadome Spa Resort, THE NETHERLANDS

7. Healing Hotels of the World, GLOBAL

8. SHA Wellness Clinic, SPAIN

Guest Satisfaction enhances Patient Satisfaction

Scandic Sanadome Nijmegen, Netherlands

Hotel MeetingSpa Spa Cuisine

Best-Practise Example #6:

Guest Satisfaction enhances Patient Satisfaction

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)

Best-Practise Example #6: Nijmegen, The Netherlands

Guest Satisfaction enhances Patient Satisfaction

Special visitors •Treatments during and after pregnancy• Rheumatism patients • People with skin conditions (psoriasis)

Result based treatments/ Anti-aging• Endermology (restructures of the skin) • Microdermabrasion (damage of the skin)• Ellipse (hair removal) • Fsysiotherapy / Water therapy

Best-Practise Example #6:Nijmegen, The Netherlands

Guest Satisfaction enhances Patient Satisfaction

Best-Practise Example #7: Healing Hotels of the WorldWorldwide

Guest Satisfaction enhances Patient Satisfaction

Best-Practise Example #7: Healing Hotels of the WorldWorldwide

Guest Satisfaction enhances Patient Satisfaction

Best-Practise Example #7: Healing Hotels of the WorldWorldwide

Guest Satisfaction enhances Patient Satisfaction

Best-Practise Example #8: Healing Hotels of the WorldAlicante, Spain

Guest Satisfaction enhances Patient Satisfaction

Hoteliers are masters in international Branding & Marketing.Imagine the potential for HealthCare providers...

Guest Satisfaction enhances Patient Satisfaction

GUEST SatisfactionEnhances

PATIENT Satisfaction

Be Hospitable !

Guest Satisfaction enhances Patient Satisfaction

Thank youThank youwww.hospitalityinhealth.com

HOSPITALITY CONSULTANT | EXECUTIVE SEARCH SPECIALIST | HEALTH CUISINE PROMOTER | ENTREPRENEUR