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B. Walker | “What Urgent Care Centers Can Learn from Luxury Hotels”

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By Brent Walker on Mon, Aug 07, 2017

EDITOR | True Story | URGENT CARE CENTER CARE | SUMMER 2017 | Radical Hospitality in Healthcare: The Face Behind D.O.B. 10.17.13 – READ FULL STORY …

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.”

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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?

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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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