An article in The New York Times (“Chefs, Butlers and Marble Baths: Hospitals Vie for the Affluent“) describes the trend toward lavish accommodations and premium services to attract wealthy cash-paying patients. Is this what really attracts those patients? Would money be better-spent in simply improving basic customer service (examples: a real person answers the phone, improved food and “room service” for patients’ guests, etc.)?
Some hospitals struggle just to keep floors clean and paint un-scuffed.
Hospitals have a lot to learn from top hotels like Ritz-Carlton and The Four Seasons, but I’m not convinced it’s interior design tips. While those luxury hotels offer wonderful getaways, it’s the overall experience and dedication to customer service, staff training and the prioritization of customer convenience that really differentiate those hotels from others.