NEWH - Winter 2020 - 12

GUEST PERSPECTIVE

Hospitality Bridging Healthcare:
Career Opportunities for the Future
Hotel School Graduate

BY FREDERICK J. DEMICCO, NORTHERN ARIZONA UNIVERSITY,
AND JOHN LA FORGIA, THE MAYO CLINIC

S
Frederick J. DeMicco

ince the 1970s, with the advent of managed care, diagnostic-related groups, and other social
and policy forces, healthcare providers have faced an increasingly competitive marketplace.
These developments and the later advent of digital communications hastened the emergence
of the patient as consumer. Arguably, once patients became consumers, it was inevitable that
they would also be seen as customers, or guests. This paradigm shift fostered the now-prevalent
preponderance of hospitality-style service enhancements throughout the healthcare industry.
Healthcare leaders now understand that medical and healthful patient outcomes are most successful
when integrated with a hospitality-driven process. The preplanning of the medical journey leading up
to the arrival at the medical/health/ wellness destination begins with a cascade of multiple Hospitality
Bridging Healthcare, or H2H, services. These services will create an entire satisfying experience
for the patient/guest, which can lead to positive health and loyalty outcomes, if performance in the
entirety of the process is at the highest level. Hospitality and healthcare services working in harmony
and cadence will play a critical role for success.
The H2H Model
The H2H model consists of different ways of merging the operations of hospitals with processes and
operation from hospitality and hotel services to provide superior service quality. First, H2H proposes
that hotels and hospitals can be merged operationally. Second H2H can provide an entire service
package for patients seeking treatment that spans the whole service spectrum from hospital to hotel.
The third model merges both entities such that they represent one unit.
Some institutions have long recognized the health benefits of the nonmedical aspects of caring
for patients. At Mayo Clinic, the campus grounds abound with interesting architecture, colorful
landscaping, fountains, and even a sculpture garden. Likewise, the interior features artwork worthy
of a museum. Perhaps, more important, all staff understand the dictum that "the needs of the patient
come first." Satisfaction surveys confirm that patients feel that they have been treated as a person,
not a number.

John La Forgia

12	 www.newh.org

In the future, patients will enjoy hotel-level hospitality while receiving medical services in their room
via technological advancements offered by expert staff from the hospitals. The experience of being
a patient will be improved considerably if hotels become partners of hospitals in delivering service
experience for their customers (patients). For example, at the Mayo Clinic, even those who have less
than desirable outcomes (e.g., terminal cancer patients) express satisfaction with their overall care.


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NEWH - Winter 2020

Table of Contents for the Digital Edition of NEWH - Winter 2020

NEWH - Winter 2020
TABLE OF CONTENTS
PRESIDENT’S LETTER
NEWS
GUEST PERSPECTIVE
GUEST PERSPECTIVE
WHO’S WHO
CONFERENCE ROUNDUP
HAVE YOU SEEN?
SCHOLARSHIPS
SCHOLARSHIP HEROES
INTERVIEW
SUSTAINABILITY
Q&A: EDGAR GUTIERREZ
Q&A: BRITTANY SPINNER
Q&A: VANESSA VAUGHAN
ON THE COVER
PROJECT: WHITE ELEPHANT PALM BEACH
PROJECT: TERRAMOR OUTDOOR RESORT
PROJECT: citizenM SEATTLE
PROJECT: MELT BY MELISSA
PROJECT: LEFAY RESORT
CHAPTER HIGHLIGHTS
SAVE THE DATE
NEW MEMBERS
PARTNER PROFILES
AD INDEX
NEWH - Winter 2020 - NEWH - Winter 2020
NEWH - Winter 2020 - Cover2
NEWH - Winter 2020 - TABLE OF CONTENTS
NEWH - Winter 2020 - PRESIDENT’S LETTER
NEWH - Winter 2020 - 5
NEWH - Winter 2020 - NEWS
NEWH - Winter 2020 - 7
NEWH - Winter 2020 - GUEST PERSPECTIVE
NEWH - Winter 2020 - 9
NEWH - Winter 2020 - 10
NEWH - Winter 2020 - 11
NEWH - Winter 2020 - GUEST PERSPECTIVE
NEWH - Winter 2020 - 13
NEWH - Winter 2020 - 14
NEWH - Winter 2020 - 15
NEWH - Winter 2020 - WHO’S WHO
NEWH - Winter 2020 - 17
NEWH - Winter 2020 - 18
NEWH - Winter 2020 - 19
NEWH - Winter 2020 - 20
NEWH - Winter 2020 - 21
NEWH - Winter 2020 - 22
NEWH - Winter 2020 - 23
NEWH - Winter 2020 - 24
NEWH - Winter 2020 - 25
NEWH - Winter 2020 - CONFERENCE ROUNDUP
NEWH - Winter 2020 - 27
NEWH - Winter 2020 - HAVE YOU SEEN?
NEWH - Winter 2020 - 29
NEWH - Winter 2020 - 30
NEWH - Winter 2020 - 31
NEWH - Winter 2020 - 32
NEWH - Winter 2020 - 33
NEWH - Winter 2020 - 34
NEWH - Winter 2020 - 35
NEWH - Winter 2020 - 36
NEWH - Winter 2020 - 37
NEWH - Winter 2020 - 38
NEWH - Winter 2020 - 39
NEWH - Winter 2020 - SCHOLARSHIPS
NEWH - Winter 2020 - 41
NEWH - Winter 2020 - 42
NEWH - Winter 2020 - 43
NEWH - Winter 2020 - SCHOLARSHIP HEROES
NEWH - Winter 2020 - 45
NEWH - Winter 2020 - INTERVIEW
NEWH - Winter 2020 - 47
NEWH - Winter 2020 - 48
NEWH - Winter 2020 - 49
NEWH - Winter 2020 - 50
NEWH - Winter 2020 - 51
NEWH - Winter 2020 - SUSTAINABILITY
NEWH - Winter 2020 - 53
NEWH - Winter 2020 - 54
NEWH - Winter 2020 - 55
NEWH - Winter 2020 - Q&A: EDGAR GUTIERREZ
NEWH - Winter 2020 - 57
NEWH - Winter 2020 - Q&A: BRITTANY SPINNER
NEWH - Winter 2020 - 59
NEWH - Winter 2020 - Q&A: VANESSA VAUGHAN
NEWH - Winter 2020 - 61
NEWH - Winter 2020 - ON THE COVER
NEWH - Winter 2020 - 63
NEWH - Winter 2020 - PROJECT: WHITE ELEPHANT PALM BEACH
NEWH - Winter 2020 - 65
NEWH - Winter 2020 - 66
NEWH - Winter 2020 - 67
NEWH - Winter 2020 - PROJECT: TERRAMOR OUTDOOR RESORT
NEWH - Winter 2020 - 69
NEWH - Winter 2020 - 70
NEWH - Winter 2020 - 71
NEWH - Winter 2020 - PROJECT: citizenM SEATTLE
NEWH - Winter 2020 - 73
NEWH - Winter 2020 - 74
NEWH - Winter 2020 - 75
NEWH - Winter 2020 - 76
NEWH - Winter 2020 - 77
NEWH - Winter 2020 - PROJECT: MELT BY MELISSA
NEWH - Winter 2020 - 79
NEWH - Winter 2020 - PROJECT: LEFAY RESORT
NEWH - Winter 2020 - 81
NEWH - Winter 2020 - 82
NEWH - Winter 2020 - 83
NEWH - Winter 2020 - CHAPTER HIGHLIGHTS
NEWH - Winter 2020 - 85
NEWH - Winter 2020 - 86
NEWH - Winter 2020 - 87
NEWH - Winter 2020 - 88
NEWH - Winter 2020 - 89
NEWH - Winter 2020 - 90
NEWH - Winter 2020 - 91
NEWH - Winter 2020 - 92
NEWH - Winter 2020 - 93
NEWH - Winter 2020 - 94
NEWH - Winter 2020 - 95
NEWH - Winter 2020 - SAVE THE DATE
NEWH - Winter 2020 - 97
NEWH - Winter 2020 - NEW MEMBERS
NEWH - Winter 2020 - 99
NEWH - Winter 2020 - 100
NEWH - Winter 2020 - 101
NEWH - Winter 2020 - PARTNER PROFILES
NEWH - Winter 2020 - 103
NEWH - Winter 2020 - 104
NEWH - Winter 2020 - 105
NEWH - Winter 2020 - AD INDEX
NEWH - Winter 2020 - Cover3
NEWH - Winter 2020 - Cover4
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