Hospitality and Service: Leading Real Change

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EXECUTIVE SUMMARY➤ A patient's decision to recommend a health care organization and the patient's loyalty scores are largely determined by the interaction patients and their families have with the nurses.➤ Hospitality is how the delivery of that product makes the person feel and is a dialogue that requires the server to be “on the guest's side” throughout the experience.➤ The challenge for health care is to help our patients and their families transcend the usual routine care of our health care world and to experience an emotional connection that provides that sense of affiliation and emotional kinship with the organization and the staff.➤ Moving from the service mindset in health care to the hospitality mindset that engages people positively and emotionally is what healing is all about.

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