People tend to have better experiences in hospitality than they do in healthcare.

In this episode, Saul Marquez welcomes healthcare leaders and authors Dr. Peter Yesawich and Dr. Stowe Shoemaker to discuss their new book, "Hospitable Healthcare," which emphasizes the need for healthcare to learn from the hospitality industry to improve patient care. Leveraging their expertise in hospitality and healthcare, the authors tackle patient experience challenges, urging the healthcare industry to integrate hospitality strategies and principles. The conversation delves into their research methodology, involving interviews with executives and a consumer survey, revealing five key deficits in patient experience, ranging from transparency in service costs to service recovery. To address these deficits, Peter Yesawich and Stowe Shoemaker introduce the "PAEER" model, emphasizing preparation, anticipation, engagement, evaluation, and reward, providing a user-friendly framework with anecdotes for healthcare professionals seeking to enhance patient care.

Tune in and learn how adopting hospitality principles can transform the patient experience in healthcare!