The Intersection of Hospitality and Healthcare with Peter C. Yesawich and Stowe Shoemaker

Peter C. Yesawich, PhD, and Stowe Shoemaker, PhD, are authors of the book, Hospitable Healthcare: Just What the Patient Ordered! , which explores how healthcare providers can learn from the hospitality industry to improve the patient experience.

Shoemaker is Dean of the William F. Harrah College of Hospitality and holds the Andrew and Peggy Cherng Dean’s Chair at the University of Nevada, Las Vegas (UNLV).

Yesawich, is Chair of Hospitable Healthcare Partners, LLC, and formerly Chief Growth Officer of Cancer Treatment Centers of America® bringing a wealth of expertise in both industries to the discussion.

Host Mike Sacopulos discusses with Yesawich and Shoemaker how many consumers feel that their experiences with healthcare providers fall short of their experiences with hospitality providers. They question whether healthcare providers could adopt principles of hospitality to enhance the patient experience.

Through original survey data, examples, and interviews with hospitality and healthcare service practitioners, the authors argue that their model can address four trends impacting healthcare:

• Patient-directed selection of providers

• Pricing transparency

• Direct-to-consumer marketing

• Patient satisfaction as a factor in reimbursement

By adopting these principles, healthcare providers can improve the patient experience and outcomes.

Overall, Hospitable Healthcare offers valuable insights for healthcare providers looking to enhance the patient experience.

Learn more about the American Association for Physician Leadership at www.physicianleaders.org