Brimming With Hospitality

In these difficult times, hospitals have stepped up their efforts to provide not only medical care but also exceptional hospitality. Their dedication and service have truly made a difference.

During a recent visit to L H Hiranandani Hospital, where my parents were to get vaccinated, I had the opportunity to witness outstanding hospitality firsthand. Led by its CEO, Sujit Chatterjee, the hospital staff ensured that the entire experience—from entry to vaccination—was pleasant, caring, and well-managed.

Service providers in the healthcare industry, responsible for health and hygiene, have largely measured up to world-class standards. Their commitment and efficiency have gained global recognition.

The world has started acknowledging the exceptional work being done by hospital brands and service providers. Hiranandani Hospital has been honored with a certificate from Newsweek, recognizing it as one of the world’s best hospitals in 2021. This prestigious award is based on recommendations from medical experts, patient experience, and key medical performance indicators (KPIs).

It is a matter of immense pride that hospitals such as Hiranandani Hospital, under the leadership of Dr. Chatterjee, have received global appreciation for their expertise and hospitality.

Service providers, especially in the healthcare and hospital industry, have been hospitable to the core toward people seeking treatment. Despite the extra work and pressure brought on by the pandemic, they have maintained world-class service while keeping their composure. This is a matter of great pride.

In hospitals—be it Hiranandani, Jaslok, Apollo, Seven Hills, Fortis, Lilavati, or any other—service quality plays a critical role. While technology, medical aids, and expertise are important, it is service quality that helps brands enter the minds and hearts of consumers and patients in a positive way.

Service quality comprises five major elements, and all hospitals must focus on them carefully:

1. Tangibles – The hospital environment should be neat and tidy, with modern and advanced equipment. Everything from brochures and flyers to the overall aesthetics should be well-maintained. A hospital should instill a feel-good factor, helping patients feel better rather than worse upon entry.
2. Reliability – A hospital must deliver on its promises. Brands that maintain reliability gain trust and make patients feel at ease. Since hospitals are a key part of the service industry, providers have a great duty to ensure that services are delivered on time and promises are kept.
3. Responsiveness – The ability to respond quickly to the needs of patients is a crucial element in any hospital. Clearly defining and communicating when and how services will be provided helps instill trust. My brand mantra is: “Standards should be set and standards should be met.” Good responsiveness from staff and service providers ensures that human interactions remain at the core of healthcare.
4. Assurance – Providing personal attention is essential. Listening patiently, addressing queries, and clarifying doubts all contribute to a sense of security for patients. When patients feel assured, it greatly aids their mental well-being, making assurance an indispensable element of service quality.
5. Empathy – Understanding and putting oneself in the shoes of patients enhances service quality. Patients truly appreciate empathy, which aids both physical and mental recovery. Empathy differs from sympathy—it creates a deeper connection, fostering better treatment outcomes and making healthcare workers even more effective.

Over the past 12 months, the importance of health, immunity, and hygiene (HIH) has increased significantly. Hospitals, with their hospitality and commitment, have been saviors during these challenging times.

Healthcare workers, doctors, nurses, and support staff have done a wonderful job in the past 12 months. During these Covid times, they have gone above and beyond to treat patients sensitively and medically competently.

Patients and consumers visiting hospitals receive not only medical treatment but also mental solace and peace of mind. Doctors, nurses, and healthcare workers have done a splendid job in the face of adversity, strengthening the health, immunity, and hygiene of the nation.

The nation stands in gratitude to these hospitals, embodying the true spirit of Indian hospitality!