Hospitable Healthcare - by Stowe Shoemaker & Peter Yesawich (Paperback)

Book Synopsis

"We thought we knew what patients needed..."- Dr. James Merlino, Cleveland Clinic

Most consumers agree their service experiences with hospitals, clinics, and physicians fall well short of their service experiences with hotels, resorts, and restaurants. So, what would their experiences be like if healthcare providers served them the same way hospitality providers do?

Given that both industries share many common service touchpoints, one wonders whether healthcare service providers could adopt principles of hospitality to enhance the patient experience. The insights shared in this book reveal the answer: yes!

Rich with original survey data, examples, and interviews with widely admired hospitality and healthcare service practitioners, Hospitable Healthcare is a valuable resource guaranteed to enhance the patient experience.

The first of its kind, Hospitable Healthcare introduces healthcare providers to an original service model based on principles the hospitality industry has used to create great guest experiences: PAEER (for Prepare, Anticipate, Engage, Evaluate, Reward). The model addresses four trends impacting healthcare: more patient-directed selection of healthcare service providers; greater transparency in the pricing of healthcare services to promote competition; more direct-to-consumer marketing to attract new patients; and the growing importance of patient satisfaction when payors determine reimbursement.

As Shoemaker's and Yesawich's work reveals, Hospitable Healthcare is indeed just what the patient ordered!

"The experience patients have when receiving healthcare, not just the clinical outcome, is an important determinant of their assessment of the quality of care they receive. People ask three things of their healthcare providers, in addition to a good clinical outcome: 1) 'Listen to me, ' 2) 'Communicate clearly in a manner I can understand, ' and 3) 'Treat me with dignity and respect.'" - Dr. Jason Wolf, The Beryl Institute

Review Quotes

"...an absolute game-changer that gives you the insight for taking the concepts of hospitality and applying them to your healthcare organization. Drs. Shoemaker and Yesawich are two of the industry's preeminent thought leaders on how hospitality service theory can be successfully applied to the healthcare industry. Their practical and straightforward principles for constructing caring experiences for patients is nothing short of brilliant. That's why Hospitable Healthcare is so important. It steps in to fill this gap." - Lisa Young, PhD, Driehaus College of Business, DePaul University

"...a standard text for those involved in healthcare administration...The teaching points are something that every leader in healthcare can employ in their administrative work. Developing patient loyalty by providing an excellent patient experience is described as a fundamental aspiration in healthcare with a lifetime of financial and reputational dividends. This work will stand as a "go-to" reference for years to come and is highly recommended." - Greg F. Burke, MD FACP, Chief Patient Experience Officer, Geisinger Health System

"What stands out in this book is the depth of research and real-world examples that make the concepts relatable and easy to understand...It's not just an academic read; it's a compelling narrative that resonates with anyone who cares about enhancing the patient experience." - Anna Mattila, Penn State University

"This authoritative book, written by two renowned experts in the hospitality industry, proves empirically and beyond any doubt that the healthcare system in the USA suffers from a malady of low patient satisfaction, as compared to other major industries, and urgently needs to be modified and restructured. The authors make the case that by infusing the culture of hospitality into the healthcare system the healthcare industry will become more patient-oriented, and patients will be happier, healthier, and more satisfied. The book is a must-read for every clinician and administrator in the healthcare industry." - Abraham Pizam, Ph.D., Endowed Professor and Founding Dea