Publications IPH Magazine IPH Magazine 13th: Annals Hospitality in Patient Perspective

The management in healthcare has developed to respond and adjust numerous problems, among which we can highlight the rising costs, increasing access restrictions (private services) and decreased quality of services associated with increasing costs.

There is real need for professional policy of organizational development with adaptations to the requirements of a dynamic market that demands efficiency and effectiveness to customers increasingly knowledgeable about the market.

The alternatives to meet this market are in the reinvention and restructuring of strategic planning, human resources management programs, information improvement, quality programs.

Among the alternatives to improve the service, the perception of this improvement, attracting customers associated with their safety growing hotel management that is becoming an increasing share of the market as among the main customers of hospitals are patients and their companions.

In addition to the assumptions here already described as technology, resolving power and security you need an annual planning aligned with a budget with targets to be met, including the following areas: sales department (marketing and sales), governance, maintenance, administration, reception, recreation, food and drinks.

The concern of taking care of service, and not only of the patient, in its various stages may be the most noticeable characteristics of the patient and their carriers. Making it possible to get the loyalty of your customers and to attract new ones in the future.

Defining what is the value pack in your institution, which storable elements, catered meals, hygiene, non-stock elements and appreciate the cleanliness, comfort and safety are the watchwords in this new scenario.

Meeting the needs and desires that influence the expectations of patients and their companions, because they are the main drivers in search of services.

Increasing the market share of the hospital and creating in your hotel structure the concept of conflict (tradeoffs), i.e. being efficient and effective at times that are known to have waiting situations so the customer leave satisfied, for an exemple: check-out, bath time, room hygiene etc.

To conclude, the sale of the product diagnosis, treatment and prognosis for a good professional team of health is still and always will be the foundation of any institution of health, and this product must have to be rooted in patient safety.

The new niche market is the perception of the service. The quality, safety, technology has to be in line with a good perception, food, hygiene and also leisure during a hospital stay.

Investing in hospitality healthcare will encourage your patient to become a customer, as well as his accompanying clients, who will become your patient if they ever become a patient.

Henrique Miller Balieiro