What if the key to better hospital care lies not only in medical excellence but in hospitality-inspired behaviors? This article lays out a strategic conversation that builds on years of research and cross-sector collaboration linking healthcare and hospitality. The hospitality industry, long focused on creating comfort and memorable experiences, offers valuable insights for hospitals seeking to increase the level of care for both patients and employees.
Hospitals vs. Hotels: Shared Challenges in Human Experience
In the hotel industry, guests want more than just a place to stay. Ideally, they are looking for an experience that creates a positive memory. Similarly, while patients have priority medical needs, they also want to be treated in such a way that leaves an empathic imprint of their hospital stay (e.g., attention to detail, intuitive care, respectful treatment).
The quality of non-medical patient services, such as reception, attentiveness and comfort, directly impacts their overall satisfaction. For instance, a Press Ganey study (2020) revealed that patients who feel well-informed and respected are more satisfied and hence, likely to trust healthcare staff. This heightened level of communication is a major factor in helping to reduce misunderstandings and tensions in hospital interactions. Overall, it allows caregivers to maintain better relationships with patients and their families.
Like those in the hotel industry, hospital employees work in an emotionally intense environment where they must balance the expectations of patients/customers with their own limitations. However, research on organizational behavior highlights that emotional exhaustion compromises long-term performance and degrades the patient/customer experience.
The literature on the Service profit chain concept highlights that employee engagement and satisfaction is what drives service quality, customer loyalty, and ultimately, employee performance. Therefore, it is reasonable to expect that improving the patient experience by strengthening the relationship between patients and caregivers will also enhance the caregivers' experience.
Hospitality-Inspired Solutions to Transform Healthcare
In hospitals where patients feel listened to and valued, there are fewer complaints and conflicts, which in turn, frees up time for tasks with high clinical and relational value. Well-equipped hotels do precisely this. Luxury establishments such as the Ritz-Carlton standardize micro-interactions, such as warm welcomes and anticipating needs, to prevent problems from escalating. In a hospital setting, this requires simple, visible protocols for non-medical needs, such as orientation and general comfort, to help reduce unexpected interruptions and the cognitive load on caregivers.
Gratitude
A dissatisfied customer, as does a satisfied customer, knows how to make themselves heard. The same is true for patients. Satisfied patients often express gratitude, reinforcing caregivers' sense of accomplishment. Receiving "live" recognition from patients has a powerful effect on team motivation. In the hotel industry, continuous recognition systems facilitate this gratitude (e.g., the “Voice of the Guest” initiative). In healthcare, "honor rolls" or digital tools where patients can directly thank caregivers help to build a sense of professional pride and reinforce positive service behaviors.
Staff Rooms
A pleasant working environment is essential to the well-being of staff in the hospitality industry. For example, a well-designed break zone creates a positive, convivial atmosphere among colleagues. This concept is also relevant in hospitals, where modern and welcoming relaxation areas for staff can reduce stress and improve satisfaction. For instance, the Cleveland Clinic in the United States has invested in staff lounges, which have increased the perception of organizational support.
Automated Tools
In hotels, time-consuming tasks such as check-in, check-out, and responding to basic requests are automated, allowing staff to focus on higher-value tasks. Similarly, in hospitals, digital tools can reduce the administrative workload of caregivers. For instance, NYC Health + Hospitals/Elmhurst installed interactive kiosks for check-in, which have reduced wait times and freed up employees for more human interactions. Overall, research shows that the use of kiosks and self-service tools for accessing practical medical information can improve the patient experience without compromising the human aspect of care.
Training
Among the best practices in the hotel industry is investing in social skills training. Hotels train their employees how to interact with guests, including body language, active listening, and emotion management. When applied to the hospital environment, these skills can reduce friction and protect the emotional well-being of staff. In some healthcare centers, programs inspired by Disney have improved team satisfaction and reduced turnover.
Employee Programs
Successful hotels prioritize their employees and guests. The Four Seasons Group clearly states that "our greatest asset (…) is our people", a philosophy to promote workplace cooperation and pride. This translates into tangible recognition and career advancement programs in hospitals, all "EX” (employee experience) levers that protect against burnout and stabilize teams.
This human-centric approach often enables employees to contribute to continuous improvement initiatives. Hospitals such as the CHUV in Lausanne have implemented workshops with caregivers to identify major service issues and co-create solutions. This type of workshop gives employees a sense of agency by creating innovative solutions, and invariably, results in greater job engagement and satisfaction.
Human-Centric Leadership Key to Hospital Success
Improving the experience of patients and employees in a hospital should not be viewed as an additional burden, but rather as a synergistic strategy. Lessons learned from the hotel industry demonstrate that prioritizing the well-being of stakeholders creates a virtuous cycle: satisfied patients motivate employees, who then provide higher-quality service. Hospitals can improve their patient satisfaction scores and strengthen the engagement of their teams by incorporating principles such as personalization, recognition, continuing education, and investment in well-being. The hospital of tomorrow should be seen as more than a place of care, instead, it should serve as a space where human relationships between patients, families and caregivers are the top priority.
It's a simple message: look after your staff so that they will look after your patients. With “human” at the heart of leadership and promoting hospitality behaviors, hospitals can create environments where all stakeholders benefit.
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