IPH - Institute of Hospital Research

Publications IPH Magazine Revista IPH Nº 15 Hospitality x Hospitable Hospitals x Humanization

Hospitality x Hospitable Hospitals x Humanization Teresinha Covas Lisboa
"Science is cold. Death is gelid. Care must be warm and come from body and soul. Health and comfort are expressions of human solidarity; there are different ways to express human kindness. Kindness lies within gestures, listening, comforting, nursing. From the staff of our hospital is expected - respecting the wishes of our customers - to be close to delight them with what they need. However, the greatest thing we can offer them is human kindness. And we must learn and teach how to provide such an act of love. If the employee is not ensconced, he or she will not ensconce the patient either, it must be mutual." (GONZALO VECINA NETO, 2015).

Hospitality or hospitable hospitals is a set of services offered to internal and external customers to provide assistance; comfort; well-being; safety and high-quality service, grouping the professional practices within health institutions.

According to Dias, "hospitable hospitals aims at designing and organizing a humane space in order to help improve the hospital system" (2006, p. 343), holding out a safe environment for the customer, i.e., patients; family members; TAs; caretakers; friends; and visitors in general. 

Taraboulsi defines Hospitality as "the interaction of people in which prevails sociability and solidarity values, amicable interpersonal relationships, courtesy related to the efficiency in what we intend to do or offer" (2009, p. 157). Moreover, he defines Hospitable Hospitals as: 

The art of offering efficient, expeditious, heart-warming, committed and respectful services, which give rise to customers' amusement and, above all, a humane hospital service and environment (2009, p. 158).


Hospitality is felt within hospitable hospitals in the coziness of the building, in the humane hospital and doctor services and, especially, in people's behaviors (their gestures and attitudes). Taraboulsi adds: this is what characterizes hospitality healthscapes, which is the essence of hospitable hospitals (2009, p.159).

Any healthcare facility building must be supported by legislation rules to ensure high-quality work environment and patient, TAs, and the staff well-being: they should all come first. Institutions that deal with such customers are: hospitals, nursing homes, spas, laboratories, dental care facilities, plastic surgery facilities, physiotherapy clinics, among others. 

The lack of structural comfort in healthcare institutions, specifically in hospitals, leads to either overabundance or shortage of heat; humidity; ventilation or fresh air; besides constant and intense noises; deficient light; and unattractive smells that harm work motivation and undermine patient recovery. 

When the institution invests on the building and its interior design, results are translated into a more humane healthcare assistance and, according to ANVISA (2014, p. 20), result in:

  • Less stressed and tired healthcare professionals and more efficient assistance;
  • Improved patient safety;
  • Less stressed patient and higher chances of clinical success;
  • Improved healthcare assistance in a wide range.

We should also consider cross infection, which is the transfer of harmful microorganisms from one patient to the other, usually via staff or contaminated instrument. 

In order to keep the risk of cross infection at a minimum, the environment must be the first management concern to ensure proper conditions for employees and patients. 

Building, expanding or refurbishing a hospital building entails the assistance from hospital administrators; architects; engineers; members of Hospitable Hospitals, and the Hospital Infection Control Committee.

Florence Nightingale's "Notes on Nursing" presented the results from having appropriate air; light; heating; cleanness; silence; and proper diet, i.e. making and serving it right (DIAS, 2006). Florence's care towards Crimean War's soldiers produced better health conditions. The following recommendations were proposed by her:

Air ventilation should not be just appropriate, but pleasant; light should not bother customers; sounds must be softened (noises and other sounds); and the place where customers are admitted must be properly cleaned. Besides, bed linen and clothes must be clean and smell good; and furniture ought to be good looking and get disinfected after discharges, so they are in condition to welcome the next customer (DIAS, 2006, p. 341).


Changing the rationale within a healthcare institution depends on several factors:

  • Social Factor (determining);
  • Social and Cultural Factor (level of education and cultural background);
  • Personal Factor (cycle of life, financial situation, lifestyle);
  • Psychological Factor (encouragement).
Therefore, prior to establishing a hospitable hospital with focus on humanization, it is necessary to rethink the organizational structure; moreover, all parts involved must be integrated into and aware of the new model. It is important to emphasize that nursing services benefitted from hospitality since it boosted patient-driven assistance.

In such changes, we note:

  • Different concept of assistance;
  • Change of behavior (internal and external);
  • Integration of unities;
  • Realignment of job positions;
  • Development of control indexes (assessments);
  • New job opportunities;
  • Efficient execution of activities held within institutions;
  • Promotion of the quality of the service and branding (Marketing);
  • Carrying through a Social and Environmental Responsibility Program;
  • Department integration (Communications);
  • Uncovering new talents;
  • Improving quality of working life;
  • Assessment of the services provided (internal and external);
  • Getting better performance assessments.

As we could see, there are great advantages in managing healthcare services and there are several tendencies being carried out to diminish moments of pain and separation:

  • Continuous Social Service assistance;
  • Support to families, visitors, and TAs;
  • Socialization for everyone through ludic programs, especially for the elderly;
  • Cultural activities (choral, theater, painting, drawing);
  • Courses, seminars, and counselling;
  • Collections of comic books and toys;
  • Doutores da Alegria (Clown Care Unit);
  • Jumble sales;
  • Travelling library;
  • Storytellers;
  • School tutoring.

The aforementioned strategies are coordinated and overseen by a committee that assesses the results and implements new activities considering patient and family member suggestions in undertaken researches. Even in the event of death, the triad, hospitality - hospitable hospital - humanization, works along to offer family members support and comfort. 

Finally, to achieve it all, it is key to have an engaged and committed workforce, one that meets the competences, values and goals agreed upon when hired. The role of the administrator, therefore, as an appraiser is of high importance since once you appreciate and endorse professional development of people, they deliver the hospitality the population is entitled of.

References and Additional Bibliography


BRASIL. Agência Nacional de Vigilância Sanitária. Conforto ambiental em estabelecimentos assistenciais de saúde. Brasília: Anvisa, 2014

DIAS, Maria Antonia de Andrade. Humanização no espaço hospitalar: uma responsabilidade compartilhada. São Paulo: O mundo da saúde, 2006, abr./jun. 30(2):340-342.

LISBOA, Teresinha Covas. Competências de gestores no processo de humanização em saúde. São Paulo: Laços, 2015).

TARABOULSI, Fadi Antoine. Serviços hospitalares: teoria e prática. São Paulo: Reichmann & Autores Editores, 2005.
Share
« back
Send by e-mail: