Wednesday, August 03, 2016

Hospitals learning customer service from hotels

Wait--no Jell-O?
The New York Times had a story this week on how some hospitals are emulating hotels in providing tony amenities and service (you know, in addition to saving your life).

At the Henry Ford West Bloomfield Hospital outside Detroit, patients are assisted by valets, enjoy free wi-fi, and can get meals on demand (hospital room service) around the clock.

Such niceties even enhance the clinical outcomes, reducing stress and providing a little pleasure. Patients can focus on "getting better," rather than getting another cup of juice or a tasty snack. Sometimes after a tough procedure, people are not hungry at meal time but may be later on.

Patients can also schedule tests like they do airline reservations.

Hospitals are designed with sound proofing, storage is out of sight, and things look less clinical.

Some had paintings, sculpture, fountains. Some perks are low cost, too--sleep masks, for instance.

Hospitals abroad attract customers (er, patients) by making a spa-like atmosphere. Why not here?

Of course, this also attracts private insurance paying customers. But patients are also happier--and ratings are higher.

Sounds OK to me--not OK enough to want to go to the hospital, but if I had to...

By the way, I don't think any of this is in place around where I live.

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