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Contents Vol 1 (1)

Bridging Healthcare and Hospitality: Transformative Strategies for Operational Excellence and Service Quality

Md Sohel Rana1* 

+ Author Affiliations

Business & Social Sciences 1 (1) 1-8 https://doi.org/10.25163/business.1110258

Submitted: 04 October 2022 Revised: 21 December 2022  Published: 24 December 2022 

Abstract

The intersection of healthcare and hospitality presents a transformative approach to improving patient experiences and operational excellence in medical institutions. Historically, healthcare has prioritized clinical outcomes, often neglecting the role of hospitality in patient satisfaction. However, as patient-centered care gains traction, the industry has begun to incorporate hospitality strategies to enhance service quality. This integration draws from the hospitality sector’s customer-centric model, which emphasizes comfort, personalization, and seamless service delivery. Research indicates that a well-structured healthcare-hospitality synergy can lead to improved patient satisfaction, operational efficiency, and even clinical outcomes. For instance, hospitals that adopt concierge services, hotel-style room amenities, and high-quality customer service witness increased patient retention and better health recovery rates. Additionally, implementing hospitality-driven strategies in healthcare fosters a culture of empathy, reducing stress for both patients and healthcare providers. Despite the evident benefits, challenges exist in fully integrating hospitality into healthcare, including cost constraints, staff training, and balancing efficiency with personalized care. The adoption of digital solutions, such as AI-driven concierge services and patient-centered mobile applications, further enables this transition. Moreover, interdisciplinary collaboration between healthcare administrators and hospitality experts is essential in redefining service quality. This review explores key strategies for bridging the gap between healthcare and hospitality, including the patient-centric model, employee training and engagement, technological advancements, and sustainability practices. By addressing these areas, healthcare institutions can move beyond traditional models and adopt an innovative, hospitality-infused approach to care delivery. The findings suggest that embracing hospitality principles not only enhances the patient journey but also strengthens operational excellence, making healthcare more responsive, efficient, and humane.

Keywords: Healthcare hospitality, Patient-centered care, Operational excellence, Service quality, Digital healthcare

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