Dr. Peter Yesawich on Elevating Healthcare with Hospitality EP 476
Passion Struck with John R. Miles · John R. Miles
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Show Notes
In this episode of Passion Struck, host Jon R. Miles interviews Dr. Peter Yesawich, Chairman of Hospital Healthcare Partners and Vice Chairman Emeritus of MMGY Global. Dr. Yesawich and Stowe Shoemaker co-authored the book "Hospitable Healthcare," which explores applying hospitality principles to healthcare to enhance the patient experience.
Dr. Yesawich introduces the PAEER model (Prepare, Anticipate, Engage, Evaluate, Reward) as a framework for improving patient satisfaction and overall healthcare experience. The model emphasizes the importance of understanding patient preferences, providing personalized care, and implementing loyalty programs to enhance patient engagement.
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Full show notes and resources can be found here: https://passionstruck.com/dr-peter-yesawich-on-healthcare-with-hospitality/
In this episode, you will learn:
- The importance of customer relationship management in healthcare
- The PAEER model: Prepare, Anticipate, Engage, Evaluate, Reward
- Examples of how healthcare providers can improve patient experience using hospitality principles
- The concept of serving patients instead of just treating them
- Implementing loyalty programs and incentives for patients
- Franchising opportunities in healthcare
- Using data and technology to enhance patient care and experience
- Addressing the hospitality deficit in healthcare
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