Five valuable lessons hospitals can learn from the hospitality industry

Hotel guest satisfaction is at an all-time high, scoring 784 points on a 1000-point scale, according to the 2014 North American Hotel Guest Satisfaction Index Study by J.D. Power. From upscale luxury to economy/budget, hotels have stepped up their game by 27 points since 2012—making a huge, positive impact on guest experience and brand relevance.1

BBC_5Lessons_thumbSimilar to hotels, U.S. hospitals are also surveyed and rated for the quality of care and services they’re delivering to patients. In an April 2015 study by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), only 7% of hospitals received the highest 5-star rating.2 Public reporting of patients’ perspectives of hospital care—whether through the HCAHPS study or online reviews on websites like Yelp—has led health care facilities to be under greater scrutiny than ever before.

As a result, it has become increasingly important for hospitals to provide more than just medical care. They also need to pay attention to delivering a well-rounded, patient-centered experience—and many are taking tips and advice from an ever-improving hospitality industry in order to better meet patients’ needs and expectations.

Has your health care facility ever participated in the annual HCAHPS study? If so, you may have already implemented changes that have improved the quality of care in your facility. If not, there are some possibly unexpected ways hotels are creating branded experiences that can easily be applied to the health care environment. For example, creating quieter, restful environments that promote patient recovery, and improving online reputations that adapt to the socially savvy patient. These efforts aim to advance the patient experience and leave a lasting impression.

1 Pressemitteilungen (2014, July 16). J.D. Power 2014 North America Hotel Guest Satisfaction Index StudySM. Retrieved from
2 Centers for Medicare & Medicaid Services, Baltimore, MD. (2015, April 16). HCAHPS Summary Star Rating. Retrieved from