Hospitality and Patient Experience
Be a hospitality company that specializes in great clinical care.
Patients expect good clinical care. What they remember, and tell others about, is how you made them feel. We help healthcare organizations lead with hospitality from the first phone call to the last visit.
The idea
“Service is the technical delivery of a product. Hospitality is how the delivery of that product makes its recipient feel.”
Most clinics measure service: whether the patient was seen on time, whether the plan of care was right, whether the bill was accurate. Those things matter, and they are what patients already expect. Hospitality is what they come back for and tell their friends about. It isn't a script or a smile at the front desk. It's a culture, and the leaders set it.
Two workshops
Workshop 1
Hospitality in Practice
Tactical strategies your team can use tomorrow
A hands-on session for the whole team: front desk, clinicians and directors. Participants learn and practice the specific behaviors that change how a visit feels:
- greeting every patient by name and making the first minute count
- answering the phone like it is the most important call of the day
- handoffs between the front desk, clinician and billing that feel seamless to the patient
- remembering the person, not just the diagnosis
- recovering from mistakes so well that trust grows
- the non-negotiables every patient gets, every visit, no matter who is working
Formathalf-day, in person or virtual.
Outcomea shared set of hospitality standards the whole team commits to.
Workshop 2
Designing the Patient Journey
Build the ideal experience from first call to discharge
A working session for leaders and a cross-functional team. Together, you map every point where a patient meets your organization, then design each one on purpose:
- the referral and the first phone call
- intake and the first visit
- every visit in the plan of care
- billing, discharge and what happens after
- the moments that matter most, and the signature moments patients will retell
Formatfull day, in person.
Outcomea documented patient journey, the standards for each stage, and a named owner for every part of it.
How they fit together
Design the journey first
then train the team to deliver it
Most organizations get the best results from both, in that order.
Who it’s for
Practice owners and executives who want hospitality to set them apart. Directors who set the standard. Front desk, clinicians and providers: anyone a patient meets.
Why it matters
When patients feel known, they finish their plan of care, come back when they need you, and send the people they love.
Patient loyalty
Do you know your earned growth rate?
Clinics obsess over new-patient volume. They spend less time asking whether that growth came from people who returned and referred — or from ads, promotions, and a sales push. The income statement cannot tell them apart.
Earned Growth Rate is the neglected metric. Fred Reichheld introduced it beside NPS as an accounting-based loyalty measure. It is the number that shows whether this year’s growth will still be there next year without buying it again.
Two practices can both grow 10%. One earned it. The other bought it. Bain finds that Net Promoter leaders grow, on average, more than twice as fast as their competitors.
Net Promoter® and NPS® are registered trademarks, and Earned Growth℠ is a service mark, of Bain & Company, Inc., NICE Systems, Inc. and Fred Reichheld. Not affiliated with or endorsed by them.
Great quality care is table stakes. It's your permission to stay in the game.
The patient experience you create is your competitive advantage, and it's what turns a single visit into a patient for life.