Hospitality in Healthcare
Today’s healthcare consumer demands more than just an appointment. They want healing and human connection. Since good medicine can’t exist without the collaboration of all parties involved, providing an exceptional experience from first contact to release requires active participation from the entire medical office team. Each patient’s situation is unique. But the greatest factor in a patient’s experience—and possibly the most consistently underutilized tool in health care—is hospitality.
Hospitality and healthcare go hand-in-hand. So, what does this mean for your medical practice?
Imagine a practice with little to no client conflict or internal drama. Imagine the most recognized aspect from stakeholders being a positive work environment. Imagine team members who can’t wait to come to work on Monday. What if you also had a steady stream of new patients from referrals alone and loyal clients who stay with you for years?
The hospitality industry utilizes specific skills to cater to the particular needs of each individual being served. In healthcare, those we serve include the patient, their family, and the medical team themselves. Utilizing hospitality skills means enjoying your work while reaping the respect and appreciation you deserve as a healthcare provider accompanied by better patient satisfaction. Contrast this with the alternatives—constant team turnover, employee burnout, high stress levels, and a decline in mental health.
Hospitality is a mindset. Whether you are a veterinarian, dentist, chiropractor or physician, Hospitality in Healthcare teaches you how to think with a servant's heart by anticipating and personalizing each person’s experience for their gain … and yours!
Hardcover: 172 pages
ISBN: 978-1-953315-30-4 (hardcover)
ISBN: 978-1-953315-29-8 (eBook)
Publisher: Press 49 (July 3, 2023)
Language: English
Product Dimensions: 6 x 9 inches
ABOUT THE AUTHOR
Debbie Boone, BS, CVPM, Fear FreeSM Certified, has worked for the veterinary profession for more than thirty-five years. After earning her bachelor’s degree in animal science from North Carolina State University, she began as a client care representative and quickly moved into hospital administration. Debbie has more than twenty-three years of experience in the management of small animal, mixed animal, specialty, and emergency veterinary practices along with prior management of restaurant and retail enterprises.
Debbie is considered an expert in team communication, creating positive practice culture, and customer service for veterinary practices. Her consulting business helps practices develop extraordinary team communication and business skills, enhancing patient care, improving profitability, and increasing practice value. She strives to improve the lives of animals by using her expertise to improve workplace culture and the well-being of veterinary professionals.
Major national and international animal health organizations, including AVMA, OVMA, CanWest, WVC, NAVC, AAHA, Patterson, Zoetis and more, consistently seek Debbie out for her skills as a trainer and keynote speaker. She has been published in numerous veterinary publications and currently serves as a member of the VetPartners Board of Directors as their Past President. She is on the Fear Free Advisory Board and Speakers Bureau, Stokes and Epicur Pharmacy advisory board where she enjoys sharing her real-world clinic experience with companies. She is currently hosting a vodcast and podcast called The Bend, which invites guests to share their stories of triumph over adversity.
Debbie lives in North Myrtle Beach, South Carolina where she spends her off time in her garden, at the beach, walking her dog, Tucker, or on the boat with her husband of more than forty years, Mike.
To learn more, visit her website www.debbieboonecvpm.com