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首页> 美国卫生研究院文献>Surgical Neurology International >What do hotels and hospitals have in common? How we can learn from the hotel industry to take better care of patients
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What do hotels and hospitals have in common? How we can learn from the hotel industry to take better care of patients

机译：旅馆和医院有什么共同点？我们如何向酒店行业学习以更好地照顾患者

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摘要

Despite widely divergent public perceptions and goals, hotels and hospitals share many core characteristics. Both serve demanding and increasingly well-informed clienteles, both employ a large hierarchy of workers with varying levels of responsibility, and both have payments that are increasingly tied to customer/patient evaluations. In the hotel industry, decades of management experience and market research have led to widespread improvements and innovations that improve customer satisfaction. But there has been incredibly little cross-fertilization between the hotel and hospital industries. In this paper, we first consider the changes in the healthcare system that are forcing hospitals to become more concerned with patient satisfaction. We discuss the similarities and differences between the hotel and hospital industries, and then outline several of the unique challenges that neurosurgeons face in taking care of patients and increasing their comfort. We cite specific lessons from the hotel industry that can be applied to patients’ preadmission, check-in, hospital stay, discharge planning, and poststay experiences. We believe that hospitals can and should leverage the successful advances within the hotel industry to improve patient satisfaction, without having to repeat identical research or market experimentation. We hope this will lead to rapid improvements in patient experiences and overall wellbeing.
机译：尽管公众的看法和目标存在很大差异，但酒店和医院仍具有许多核心特征。两者都为要求苛刻且消息灵通的客户提供服务，都雇用了具有不同责任级别的大型工人层次，并且两者的付款越来越与客户/患者评估挂钩。在酒店行业，数十年的管理经验和市场研究已导致广泛的改进和创新，从而提高了客户满意度。但是，酒店业和医院业之间几乎没有交叉受精的现象。在本文中，我们首先考虑医疗体系的变化，这些变化迫使医院变得更加关注患者的满意度。我们讨论了酒店和医院行业之间的异同，然后概述了神经外科医师在照顾患者和提高患者舒适度方面所面临的一些独特挑战。我们引用了来自酒店行业的特定经验教训，这些经验教训可应用于患者的入院前，入住，住院，出院计划和后期逗留经验。我们认为，医院可以并且应该利用酒店业的成功发展来提高患者满意度，而不必重复相同的研究或市场试验。我们希望这将导致患者体验和整体健康状况的快速改善。

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