How Can Hospitality and Customer Service Improve the Patient Experience?

On episode 441 of The Nurse Keith Show nursing and healthcare career podcast, Keith interviews author and consultant Peter Yesawich, PhD regarding his new book, Hospitable Healthcare: Just What the Patient Ordered! In the book, Yesawich and his co-author Dr. Stowe Shoemaker, PhD make the argument that healthcare providers and facilities have the power to implement successful strategies championed by the hospitality industry in order to exponentially improve the patient experience. In the authors' view, healthcare's lack of attention to the basics of hospitality and customer service do significant damage to the public's view of the healthcare system and the facilities and providers that it employs. The concepts of hospitality have the potential to vastly improve healthcare delivery. Peter C. Yesawich is Chairman of Hospitable Healthcare Partners, LLC, and Vice Chairman, Emeritus of MMGY Global. Hospitable Healthcare Partners is a consultancy serving hospitality and healthcare industry clients. MMGY Global is America’s leading marketing communications agency serving travel, leisure, and entertainment industry clients. Yesawich has led the development of marketing programs for some of the travel industry’s most popular destinations and admired brands. From 2010 to 2020, Yesawich served as Chief Growth Officer (CGO) for Cancer Treatment Centers of America® (CTCA), a national network of specialty hospitals and outpatient clinics treating adults diagnosed with complex or advanced-stage cancer. CTCA became the most recognized national cancer care provider in the U.S. and the third most positively perceived hospital system in the country during his tenure as CGO. Yesawich has been a frequent commentator on marketing trends in such publications as The New York Times, Los Angeles Times, Wall Street Journal, USA TODAY, Time, Newsweek, on the CNN, CNBC, MSNBC, and BBC World television networks, and on National Public Radio. Connect with Peter Yesawich: HospitableHealthcare.com ----------- Did you know that you can now earn CEUs from listening to podcasts? That’s right — over at RNegade.pro, they’re building a library of nursing podcasts offering continuing education credits, including episodes of The Nurse Keith Show! So just head over to RNegade.pro, log into the portal, select Nurse Keith (or any other Content Creator) from the Content Creator dropdown, and get CEs for any content on the platform! Nurse Keith is a holistic career coach for nurses, professional podcaster, published author, award-winning blogger, inspiring keynote speaker, and successful nurse entrepreneur. Connect with Nurse Keith at NurseKeith.com, and on Twitter, Facebook, LinkedIn, and Instagram. Nurse Keith lives in beautiful Santa Fe, New Mexico with his lovely fiancée, Shada McKenzie, a highly gifted traditional astrologer and reader of the tarot. You can find Shada at The Circle and the Dot. The Nurse Keith Show is a proud member of The Health Podcast Network, one of the largest and fastest-growing collections of authoritative, high-quality podcasts taking on the tough topics in health and care with empathy, expertise, and a commitment to excellence. The podcast is adroitly produced by Rob Johnston of 520R Podcasting, and Mark Capispisan is our stalwart social media ringmaster and newsletter wrangler.

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