Originally Published: Nov 30, 2023

YouTube: https://youtu.be/wPCy9rVRxdE?si=8L23VPEWBycmIbG_

In this exciting episode of Digital Health Talks, we're thrilled to host healthcare and hospitality expert, Dr. Peter C. Yesawich, as they unveil the secrets of their forthcoming book, "Hospitable Healthcare: Just What the Patient Ordered!" (Indigo River Publishing, September 5, 2023).

Join us as we explore how healthcare experiences can be transformed by borrowing principles from the hospitality industry. Most of us can attest to the stark contrast between our interactions with hospitals and those with hotels, resorts, and restaurants. But what if healthcare providers served us with the same level of hospitality? Dr. Yesawich dive deep into this intriguing concept.

Together, we'll journey through 24 common service touchpoints shared by the worlds of hospitality and healthcare, where they introduce their innovative PAEER model (Prepare, Anticipate, Engage, Evaluate, Reward). This model is grounded in the principles the hospitality industry has used to create exceptional guest experiences, and it holds the promise of revolutionizing patient care.

• Discover what the PAEER model of service delivery is and how it can enhance the patient experience
• Understand the fundamental difference between "serving" and "treating" patients, and identify the real culprit behind the healthcare experience gone wrong
• Explore the six primary catalysts of patients' anxiety and learn how healthcare providers can use hospitality industry practices to alleviate the fear of doctors.
• Delve into the complex issue of pricing transparency, which plagues healthcare services, including the challenge of surprise billing
• Uncover the six strategic steps healthcare service providers can take to ensure positive interactions between patients and employees
• Learn about the untapped potential for recognition and reward programs in healthcare, and the impact they can have on patient loyalty
• Gain insights into the importance of word-of-mouth marketing in healthcare, and discover how to effectively measure it

Michael Millenson, President, Health Quality Advisors LLC

Megan Antonelli, Chief Executive Officer, HealthIMPACT

Janae Sharp, Founder, The Sharp Index, Moderator