By Brent Walker on Mon, Aug 07, 2017
AUGUST 7, 2017 – The Ritz-Carlton has built a stellar reputation for offering unmatched experiences to guests. With five-star resorts and hotels scattered across the globe, Ritz-Carlton earns its accolades thanks to its “Gold Standards.” Chief among those standards is a credo that begins, “The Ritz-Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission.”
While few people would compare a visit to an urgent care center with a stay at a Ritz-Carlton hotel, the concept of providing “genuine care and comfort” is well-suited to healthcare settings. What other cues can urgent care centers take from the hotel industry when it comes to positive patient experiences?
Empower Staff to Deliver Urgent Care Patient Satisfaction
Every interaction between staff members and customers influences their experiences—whether as guests of a luxury hotel or as patients at an urgent care center. Ritz-Carlton has long recognized the importance of not just choosing the right people, but also providing the right training, to ensure that staff members provide the high-quality customer service that guests expect.
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From the 12 “Service Values” that are part of the company’s Gold Standards to the intensive 21-day training certification process and one-on-one coaching, Ritz-Carlton excels at preparing its staff for service excellence.
And according to MedCity News, the healthcare industry should take the same approach. “The on-boarding ‘impression’ is a vital first step to attracting and selecting individuals who can connect, resolve problems, and comfort patients,” notes the article.
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