In this episode of the Healthcare Leadership Excellence podcast, we hear from our guest, Dr. Stowe Shoemaker, the recently retired Dean of the Harrah's College of Hospitality at the University of Nevada, Las Vegas. Dr. Shoemaker introduces his latest book, "Hospitable Healthcare," co-authored with Dr. Peter Yesawich. The book, released on September 5, 2023, delves into the intersection of hospitality and healthcare, challenging conventional thinking. Dr. Shoemaker shares his rich background in hospitality, from working in kitchens to earning a Ph.D. from Cornell University, and his extensive experience in executive education for large multinational organizations.
We explore the high-end principles of hospitality, emphasizing that the book provides valuable insights for a broad spectrum of healthcare providers, from hospitals focusing on Medicare patients to those serving high-end individuals. Dr. Shoemaker details the meticulous approach taken, including qualitative surveys with industry leaders and a comprehensive survey of 1,200 individuals across healthcare, hospitality, and more. The discussion highlights the concept of the "hospitality deficit," revealing disparities in areas such as understanding the cost of services, customer appreciation, and the welcoming reception experience.
The conversation unfolds with a focus on the gap analysis conducted in the book, revealing essential data that challenge preconceptions and encourage a rethink of approaches in both healthcare and hospitality.
Dr. Shoemaker shares anecdotes and practical examples, emphasizing the importance of understanding the intangible cues that shape our perceptions of service. We invite listeners to explore the intricacies of hospitable healthcare and rethink their perspectives on the intersection of these two seemingly disparate worlds.
Resources:
Unreasonable Hospitality by Will Guidara
Hospitable Healthcare by Peter Yesawich and Stowe Shoemaker
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