Best-practises of Hospitality Services in HealthCare

1. Guest Satisfaction enhances Patient Satisfaction

2. Guest Satisfaction enhances Patient Satisfaction
GUEST Satisfaction
enhances
PATIENT Satisfaction

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

6. Guest Satisfaction enhances Patient Satisfaction
GUEST Satisfaction
enhances
PATIENT Satisfaction

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

18. Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #2:
Doha, Qatar
> 1600 beds
Scale + Quality
=
Logistical Challenge
(medical and non-medical)

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

23. Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #3: Bumrungrad
Hospital
Bangkok
Thailand

24. Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #3: Bumrungrad
Hospital
Bangkok
Thailand

25. Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #4: Henry Ford Health System
USA

26. Guest Satisfaction enhances Patient Satisfaction
Best-Practise Example #4: Henry Ford Health System
USA

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...

40. Guest Satisfaction enhances Patient Satisfaction
GUEST Satisfaction
Enhances
PATIENT Satisfaction
Be Hospitable !

41. Guest Satisfaction enhances Patient Satisfaction
Thank you
www.hospitalityinhealth.com
HOSPITALITY CONSULTANT | EXECUTIVE SEARCH SPECIALIST | HEALTH CUISINE PROMOTER | ENTREPRENEUR