Presentation: Perspectives from a Hospitality Leader in Healthcare Presented by: Sven Gierlinger, VP, Chief Experience Officer, North Shore - LIJ Health System Consumerism has arrived in healthcare, and is here to stay. Empowered and well informed patients are demanding higher levels of service from hospitals and providers more than ever before. We need to adjust our thinking to better meet the expectations of our customers.

1. Perspectives from a
Hospitality Leader in
Healthcare
June 13, 2014
Sven Gierlinger
Chief Experience Officer

2. A patient story…
2

3. vs.
Definition of Customer
cus§tom§er
/’ kǝstǝmǝr/
noun
1. A person or organization that
buys goods or services from a
store or business.
2. A person or thing of a specified
kind that one has to deal with.

4. 4
“Consumerism Has Arrived”

5. Influence of Personal Experiences and Peer
Recommendations in Selecting a Provider

6. Do we understand our customers
and know what they really want?
6
Do they want The Ritz-Carlton white glove
service experience?

7. What do patients want?
7
• Highest Quality Care (Now a basic expectation)
• Give me a Warm Welcome: Great First Impressions
• Interact with competent and nice people
• Know me
• Make my experience hassle free
- Deliver on the unexpressed wishes and needs
- Don’t waste my time
• Fix my problems expeditiously and effectively
• Be consistent

8. Key questions
• How do we select the right employees, set them up for
success, and continue to engage them?
• How do we deal with behavior change of employees who
have been treating patients a certain way for decades?
• How do we get our leaders to lead by example?
• How do we deal with the “I can’t handle one more thing”
Syndrome?
• How do we make the service experience really a priority?
• How do we remove the excuses?
8

9. 9

10. Questions & Dialogue