In a recent article for Becker’s Hospital Review Nick van Terheyden, MD and Chief Medical Officer of NTT Data, reflects on how the health care industry could learn some valuable lessons about patient engagement from the hospitality industry.
He relates the story of a colleague who told him of a recent hotel visit; instead of staff checking guests in, customers could check-in through an app and go straight to their rooms upon arrival. Dr. van Terheyden writes that not only does the app make the experience positive for the customer, but it also frees staff for more productive work.
Instead of spending time checking in guests and creating key cards, the staff can spend their time making sure guests feel welcome and taking care of their individual requests and needs. By removing people from the administrative process, the hotel was able to make the guest experience more welcoming and friendly.
He continues by relating the necessity of positive experiences with health care providers and the benefits that engagement technology can bring to the industry.
… these digital tools can bring caregivers closer to patients, giving them more time to listen to, educate and engage patients. As physicians, we can learn from the digital experience of other industries to use technology to create a more patient-centered healthcare system.