tag:blogger.com,1999:blog-32053362.post2408789764721425961..comments2024-03-26T00:25:34.026-04:00Comments on Not Running a Hospital: Behind the scenes at the World Center MarriottPaul Levyhttp://www.blogger.com/profile/17065446378970179507noreply@blogger.comBlogger4125tag:blogger.com,1999:blog-32053362.post-4248025183557597242014-12-09T16:16:07.587-05:002014-12-09T16:16:07.587-05:00Here's an excellent summary of the day by Sabr...Here's an excellent summary of the day by Sabriya Rice at Modern Healthcare: http://www.modernhealthcare.com/article/20141209/BLOG/312099976<br /><br />The lede:<br /><br />Hospital leaders struggling to improve the patient experience at their facilities may be able to benefit from insights gleaned from the hospitality industry. Put the customer, or in hospitals' case, the patient, front and center, said a variety of staff at the Marriott World Center in Orlando, Fla. Another major takeaway: Staff attitude matters when providing quality service.<br /><br />A behind-the-scenes tour of the Marriott was offered Monday to a group of nearly 50 healthcare professionals attending an excursion at the Institute for Healthcare Improvement conference.<br /><br />The Marriott's extra service manager, Cheryl Bott, who oversees phone services and manages all customer complaints, said part of her focus is hiring people with the right attitude. “We look for personality more than previous experience,” Bott said. “You have to want to take care of people. That's where it starts. Everything else can be taught.”via Sabriya Ricenoreply@blogger.comtag:blogger.com,1999:blog-32053362.post-17299649243859467672014-12-09T07:22:41.935-05:002014-12-09T07:22:41.935-05:00Mike Cord from security gave us a great insight in...Mike Cord from security gave us a great insight into customer centred care. The lost and found department keeps every single thing they find, regardless of their apparent monetary worth. "We don't know what their value is" said Mike. He was talking about value from the customer's perspective. They don't make any assumptions about what their customers do or don't value.<br /><br />This concept is at the core of changing our discussions with patients from " What's the matter with you?" to "What matters to you?" so that we truly understand what our patients and their families value.<br /><br />Helen Mason. Harkness Fellow and IHI Fellow. Bay of plenty District Health Board New Zealand.Helen Masonnoreply@blogger.comtag:blogger.com,1999:blog-32053362.post-44865076624581184672014-12-09T06:58:47.326-05:002014-12-09T06:58:47.326-05:00Paul,
How would you rate most Boston area hospita...Paul,<br /><br />How would you rate most Boston area hospitals on efficiency and cost-effectiveness in the areas of food service and housekeeping as compared to what you observed at Marriott?<br /><br />Two advantages that hotels have over hospitals in providing cost-effective service, in my opinion, are (1) they don’t have to deal with the equivalent of defensive medicine that can significantly drive up costs without improving outcomes and (2) they don’t have the equivalent of independent contractors (non-employee doctors) with practice privileges or, if they do, they do their job the way the hotel wants it done or they won’t be there very long.<br /><br />One area that can significantly affect costs for hotels, though, is the presence or absence of unions. With unions, as in NYC, wages are likely to be higher and work rules more restrictive.<br />Barry Carolnoreply@blogger.comtag:blogger.com,1999:blog-32053362.post-66617961899193382102014-12-08T23:34:49.765-05:002014-12-08T23:34:49.765-05:00As a participant in the day, a key takeaway was th...As a participant in the day, a key takeaway was the value of looking at other industries to apply best practices in the delivery of healthcare. I was struck by the focus on employees which in turn improved guest satisfaction. I think this philosophy transcends industry and certainly transcends service industries. I also felt that although there were many positives, Marriott could further challenge themselves to improve mediums for employees feedback that result in suggestions for improvement.<br /><br />Thanks for leading a great day!Mhttps://www.blogger.com/profile/03211802621369627612noreply@blogger.com