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Dr. Stowe Shoemaker, former dean of the top-ranked William F. Harrah College of Hospitality, discusses the application of hospitality principles in healthcare to improve patient satisfaction. He emphasizes the long-term value of patients, the importance of understanding patient needs, and suggests innovative strategies for enhancing the patient experience. The conversation covers various aspects, from service logistics to empathetic care, aiming to transform healthcare through a hospitality lens.

 

Looking for something specific? Here you go!

00:01:30 Hospitality improves patient satisfaction and loyalty.

00:05:39 Long-term thinking for healthcare growth.

00:11:40. Customize patient experience through loyalty programs.

00:18:25 Improving customer experience in healthcare.

00:21:42 Design a welcoming and calming environment.

00:31:57 Listening to patients is crucial.

00:34:29 Think of patients as family.

  More on Dr. Stowe Shoemaker:

Dr. Stowe Shoemaker is the former dean of the William F. Harrah College of Hospitality at the University of Nevada, Las Vegas, and held the prestigious Andrew and Peggy Cherng Dean's Chair. With a PhD from Cornell's School of Hotel Administration, he has a distinguished career in hospitality education, teaching a range of subjects from strategic marketing to consumer behavior. Dr. Shoemaker has applied his vast knowledge of hospitality to the healthcare industry, aiming to enhance patient satisfaction. His contributions include a joint appointment at MD Anderson Cancer Center and collaborations with various healthcare systems. His book, "Hospitable Healthcare: Just What the Patient Ordered," coalesces his insights and experiences, offering a unique perspective on improving healthcare through hospitality principles

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This podcast is for informational purposes only and is not a substitute for professional medical, financial, or legal advice. Always consult a qualified professional for personalized guidance.