Healthcare is hospitality with healing. Or, if you prefer, it’s healing with hospitality.
The healing part of this equation, the clinical outcome, is indisputably important. But the hospitality side of the equation, what we call “the patient experience,” also matters to patients and to their loved ones. Unfortunately, the approaches we’re currently taking with the patient experience aren’t ever going to bring us the results–the hospitality–that patients and their loved ones are looking for.