Checking-In: Hospital or Hotel?


By Staff Reports

(DGIwire) — A recent Deloitte Study found that hospitals with better patient-reported experience perform better financially. In fact, the study found that hospitals with “excellent” Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) patient ratings between 2008 and 2014 had a net margin of 4.7 percent, on average, as compared to just 1.8 percent for hospitals with “low” ratings. Will hospitals continue make changes to improve patient satisfaction ratings?

There used to be a major distinction between the experience at hospitals and hotels, but now, the line between these two facilities is starting to blur. Hospitals are taking a cue from hotels and adopting hospitality design elements all in an effort to improve patients’ experiences and overall satisfaction with their hospital visits.

According to the New York Times, Henry Ford West Bloomfield Hospital is kicking off the patients’ ‘five-star’ experience right from the moment he/she arrives. Upon arrival, a valet service is available to park visitors’ cars and personal greeters welcome patients to the hospital grounds. Once inside, patients have access to free Wi-Fi, on-demand meals 24-hours/day, in-room massages and other spa amenities. In this facility, patients also have access to an online system for selecting the time and location of many tests, procedures and appointments.

Some international hospitals, such as Bumrungrad International Hospital in Bangkok offer chauffeured airport pickups and visa extension services to their patients, according to the New York Times.

As hospitals continue to incorporate more hospitality design elements, one item worth investing in may be higher-quality patient gowns. After all, if every patient has to put on a gown at some point, shouldn’t hospitals want patients to feel as comfortable in them as possible?

Patients want to feel in control and valued at hospitals—not like they are anonymous. The right gown can help restore dignity that may be lost when having to sport the universally unflattering, uncomfortable hospital johnny.

One company, Pretty Pushers, has created a line of innovative labor and delivery patient gowns specifically for a new generation of pregnant clientele. Mary Apple, CEO of Pretty Pushers notes, “By simply updating the patient gowns in the labor and delivery ward, we are aiming to directly positively affect the customer experience, leading to a more loyal clientele.”

Pretty Pushers is putting patients needs first and hospitals are taking notice. Community Hospital in Colorado and Providence St. Patrick’s Hospital in Montana are providing Pretty Pushers labor and delivery patient gowns directly to patients in the Labor and Delivery ward. These hospital patient gowns help promote mobility with less exposure and more comfort for patients. They were also designed with specific openings to help facilitate monitoring with ease and coverage as well as encourage skin-to-skin contact, bonding and nursing for new mothers. The gowns are available to patients in one size and plus size—each gown also has adjustable features to accommodate all body types. In addition, the gowns have been have been well tested in multiple industrial washes. Many testimonials from moms and their delivery teams are available at discussing how the Pretty Pushers hospital gowns have enhanced the overall experience for moms and medical professionals alike.

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