Hospitable Healthcare

"...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

“Hospitable Healthcare: Just What the Patient Ordered! can serve as a standard text for those involved in healthcare administration. By first describing the gaps in satisfaction between the hospitality industry and healthcare settings, the authors take the reader through several solutions to lessen the gap between the appreciated hospitality industry and the often disappointing healthcare sector. Shoemaker and Yesawich back their recommendations with research and expert advice from leaders in the provision of hospitality and those in care delivery. 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

“I am thoroughly impressed. What stands out in this book is the depth of research and real-world examples that make the concepts relatable and easy to understand. The chapters on patient psychology and creating a welcoming environment are particularly enlightening. They offer insights into how small changes in approach and attitude can significantly impact patient satisfaction and outcomes. The authors’ emphasis on empathy, communication, and personalized care aligns perfectly with the evolving needs of patients in the modern healthcare landscape.

Moreover, the book is well-organized and engaging, making it accessible to readers with varying levels of expertise in healthcare. 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 Dean, Rosen College of Hospitality Management, University of Central Florida

 

“It is an interesting observation that despite the recognized relevance of the quality of interactions between healthcare providers and patients in the process of optimizing clinical outcomes, historically there has been limited attention paid to meaningful efforts to measure and ultimately continually improve those interactions.  In their most provocative book, Hospitable Healthcare, Drs. Shoemaker and Yesawich suggest healthcare organizations potentially have much to learn from the hospitality industry in this arena. The authors are careful to acknowledge critically important differences between the two areas, including the regulatory environment and in most settings the models of payment.  Considerable thought has been put into the specific arguments presented and examples provided. I highly recommend this excellent book for administrative leaders and individual providers interested in, and responsible for, creating a hospitable healthcare environment.” – Maurie Markman, MD.,  President, Medicine & Science, CTCA City of Hope

“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

“It seemed like the right thing to do for both our clinical and administrative teams. If there was a failure in communication, a delay in getting back to you with your results, a long wait in the emergency room and nobody checked to see how you were doing, your room was too cold, the food was late, the nurse was rude, the physician said something that was very hurtful or egregious, or any number of things that would diminish your trust in the experience, we would offer a refund.” – Dr. Greg Burke, Geisinger Health System

“Bringing hospitality principles into the Diagnostic Imaging Division at MD Anderson Cancer Center not only helped improve patient satisfaction in Imaging, it was the catalyst that helped launch our entire Service Excellence campaign.” – Dr. Marshall Hicks, MD Anderson Cancer Center