Guest Satisfaction enhances Patient Satisfaction
Guest Satisfaction enhances Patient Satisfaction
GUEST Satisfaction enhances PATIENT Satisfaction
Guest Satisfaction enhances Patient Satisfaction
Pleased to meet you !
Nico Dingemans
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 LEAD CONSULTANT 3 years with Leading Executive Search Firm Key Accounts in Middle East & Europe
Managing Director Hospitality Perspectives & Hospitality in Health (HIH) The Netherlands, since 10-10-'10
HOSPITALITY CONSULTANT | EXECUTIVE SEARCH SPECIALIST | HEALTH CUISINE PROMOTER | ENTREPRENEUR
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
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
Guest Satisfaction enhances Patient Satisfaction
GUEST Satisfaction enhances PATIENT Satisfaction
Guest Satisfaction enhances Patient Satisfaction
A closer look at
SERVICE from a Marketing Perspective for World-class Hospitals & HealthCare Providers
Guest Satisfaction enhances Patient Satisfaction
The 3 layers of SERVICES 1. Core Service basic, key purpose
Core Actual
2. Actual Service the 'what', specifics 3. Augmented Service the 'how' + potential for Value Innovation
Augmented
Guest Satisfaction enhances Patient Satisfaction
The 3 layers of HealthCare Service 1. Core Service = Health Healing, Treatment, Disease Prevention 2. Actual Service = Medical Care Translates into the basic Patient Experience Quality Level, Clinical Results Design and Medical Specialisms 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)
Health Medical Care Non-medical
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
FROM Facility Management
TO Hospitality Management
(traditional)
(value innovation, blue ocean)
Patient = Customer/Case Managing Facilities 1-dimensional Logistics-based External results only No-value innovation Not marketable Basic Expectation Cost & Efficiency based only
Patient = Guest Experience Management Multi-dimensional Service Culture-based Internal & External results Value Innovation Marketable Exceeding Expectations Incremental Revenue
Low Impact on Patient Experience
High Impact on Patient Experience
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
Guest Satisfaction enhances Patient Satisfaction
BEST PRACTICES 2 types, 8 examples: A. Hospitality in Health B. Health in Hospitality
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
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #1:
Royale Hayat Maternity Hospital
Kuwait
HOSPITAL PARTNERSHIP HOTEL
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #1:
Royale Hayat Maternity Hospital
Kuwait
HOSPITAL PARTNERSHIP HOTEL
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #2: Doha, Qatar
Hamad Medical City
An artistic rendering of the new Children’s Hospital
An artist’s drawing of Al Wakra Hospital
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 ANNUAL REPORT 2009-2010 Doha, Qatar
Patient Food Satisfaction Results up Rising use of Service Centers
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
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 Austrian
Former General Manager Kempinski, Radisson
2. Assistant Director of Hospitality (2) French and Dutch
Former Resident Managers Marriott, InterContinental
3. Executive Chef British
Hilton, Dusit, Sheraton Mandarin Oriental
4. Director of Engineering British
Ex-VP Technical Services Shangri-La, Moevenpick
Other executive search assignments
Director of Housekeeping Hotel Manager Hospitality Trainer
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #3:
Bumrungrad Hospital Bangkok Thailand
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #3:
Bumrungrad Hospital Bangkok Thailand
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #4:
Henry Ford Health System
USA
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #4:
Henry Ford Health System
USA
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #5:
Rochester, Minnesota – USA
HOSPITAL CONNECTIVITY HOTELS
Guest Satisfaction enhances Patient Satisfaction Rochester, Minnesota – USA
Best-Practise Example #5:
& A Personal connection
Guest Satisfaction enhances Patient Satisfaction Rochester, Minnesota – USA
Best-Practise Example #5:
& Why Mayo and Marriott are deeply inter-connected...
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 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
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #6:
Scandic Sanadome Nijmegen, Netherlands
Spa
Hotel
Meeting
Spa Cuisine
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #6:
Nijmegen, The Netherlands
All the baths at Sanadome have mineralrich 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)
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #6: Nijmegen, The Netherlands Result based treatments/ Anti-aging • • • •
Endermology (restructures of the skin) Microdermabrasion (damage of the skin) Ellipse (hair removal) Fsysiotherapy / Water therapy
Special visitors
•Treatments during and after pregnancy • Rheumatism patients • People with skin conditions (psoriasis)
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #7:
Healing Hotels of the World
Worldwide
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #7:
Healing Hotels of the World
Worldwide
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #7:
Healing Hotels of the World
Worldwide
Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #8:
Healing Hotels of the World
Alicante, 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 Satisfaction Enhances PATIENT Satisfaction
Be Hospitable !
Guest Satisfaction enhances Patient Satisfaction
Thank you www.hospitalityinhealth.com
HOSPITALITY CONSULTANT | EXECUTIVE SEARCH SPECIALIST | HEALTH CUISINE PROMOTER | ENTREPRENEUR
