essentials of hih for cyprus - presentation nicosia
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Hospitality essentials for Cyprus' Health Services
Annual General Meetingfor the distinguished members of the
Cyprus Health Services Promotion Board
Presentation by Hospitality in HealthJanuary 16th, 2013, Hilton Nicosia
Nico Dingemans
Hospitality essentials for Cyprus' Health Services
1. Hospitality essentialsfor Cyprus' Health Services
&
2. Best practice examplesobserved by HIH
Hospitality essentials for Cyprus' Health Services
Nico Dingemans
Founder & Managing DirectorHospitality in Health (HIH)
Publisher & writerHealth Cuisine
The Netherlands
Pleased to meet you !
HOSPITALITY CONSULTANT | HEALTH CUISINE | EXECUTIVE SEARCH | SPEAKER | CONNECTOR
Stenden University, The NetherlandsHotel Management School Leeuwarden
Bachelor's Degree '97
HOTELIER10 years Hospitality Career
Hyatt & Sheraton, IndonesiaHilton Antwerp, Belgium
Hilton Atlanta & Towers, USAThe Grand Hotel – Red Sea, Egypt
Mövenpick Media City Cairo, EgyptHilton Schiphol Airport Amsterdam
LEAD CONSULTANT5 years Consultancy
Leading Executive Search FirmKey Accounts Middle East & Europe
Hospitality essentials for Cyprus' Health Services
1. Executive Search for Luxury Hotels & Resorts
2. Hospitality in Healthcare (incl. Spa & Wellness)
3. Promoting Health Cuisine as destination marketing tool
3 MISSIONS:
Hospitality essentials for Cyprus' Health Services
Recent publications by HIH:
Hospitality essentials for Cyprus' Health Services
1. Hospitality essentialsfor Cyprus' Health Services
&
2. Best practice examples observed by HIH
Hospitality essentials for Cyprus' Health Services
A closer look at
SERVICEfrom a Marketing Perspective
for World-class Hospitals & HealthCare Providers
Hospitality essentials for Cyprus' Health Services
1. Core Servicebasic, key purpose
2. Actual Servicethe 'what', specifics
3. Augmented Servicethe 'how' +potential for Value Innovation
The 3 layers of SERVICES
Augmented
Actual
Core
Hospitality essentials for Cyprus' Health Services
Non-medical
Medical Care
Health
1. Core Service = Health
Healing, Treatment, Disease Prevention
2. Actual Service = Medical Care
Translates into the basic Patient ExperienceQuality Level, Clinical ResultsDesign and Medical SpecialismsBrand and Accreditations“Packaging”, PositioningTypical Features (primary, tertiary)
3. Augmented Service = Non-Medical Care
Enhances the Patient Experience– Facility Management (traditional)
– Hospitality Management (value innovation)
The 3 layers of HealthCare Service
Hospitality essentials for Cyprus' Health Services
The 3rd Layer – Augmented Service
A space for Value Innovation, Differentiation and an opportunity to improve the
(International) Patient Experience
How?
By transitioning
Hospitality essentials for Cyprus' Health Services
FROMFacility
Management(traditional)
Patient = Customer/CaseManaging Facilities
1-dimensionalLogistics-based
External results onlyNo-value innovation
Not marketableBasic Expectation
Cost & Efficiency based onlyLow Impact on
Patient Experience
TOHospitality
Management(value innovation, blue ocean)
Patient = GuestExperience Management
Multi-dimensionalService Culture-based
Internal & External resultsValue Innovation
MarketableExceeding ExpectationsIncremental Revenue
High Impact onPatient Experience
Hospitality essentials for Cyprus' Health Services
TRANSFERABLE HOSPITALITY SERVICES
Guest RelationsFront Desk, Concierge, Hospitality Lounge
Food & Beverages, CateringHealth Cuisine, Restaurants, Kitchens
Rooms ManagementHousekeeping, Public Area's, Hygiene, Safety
Wellness, Recreation & Tenant ServicesSpa Centers, Internet, Shops, Security
but also... HR, Training, Engineering, IT, Business Development & Strategy,(e)Marketing, Revenue Management etc
Hospitality essentials for Cyprus' Health Services
The 1st & main challenge is:
incorporating a company-wide Hospitality Culture
Why?
Hospitality leaders are soft-skills peoplewhile
Hospital leaders & Doctors are hard-skills people
Hospitality essentials for Cyprus' Health Services
BEST PRACTICES
A. Hospitality in Health
B. Health in Hospitality
Hospitality essentials for Cyprus' Health Services
BEST PRACTICES TYPE A:
Hospitality in Health1. Royale Hayat & Banyan Tree, KUWAIT
2. Cleveland Clinic & Rosewood, ABU DHABI
3. Bumrungrad Hospital, THAILAND
4. Henry Ford Hospital, USA
5. Mayo Clinic, USA
Hospitality essentials for Cyprus' Health Services
HOSPITAL & SPA PARTNERSHIP
Hospitality essentials for Cyprus' Health Services
HOSPITAL & SPA PARTNERSHIP
Hospitality essentials for Cyprus' Health Services
Hospitality essentials for Cyprus' Health Services
Hospitality essentials for Cyprus' Health Services
Hospitality essentials for Cyprus' Health Services
Hospitality essentials for Cyprus' Health Services
Hospitality essentials for Cyprus' Health Services
Hospitality essentials for Cyprus' Health Services
HOSPITAL CONNECTED TO HOTELS
Hospitality essentials for Cyprus' Health Services
&A Personal connection
Rochester, Minnesota – USA
Hospitality essentials for Cyprus' Health Services
&
Why Mayo and Marriott are deeply inter-connected...
Rochester, Minnesota – USA
Hospitality essentials for Cyprus' Health Services
Over 12 Brands, 137,000 employees, 70 countries, 3,500 properties
Hospitality essentials for Cyprus' Health Services
BEST PRACTICES TYPE B:
Health in Hospitality6. Scandic Sanadome Spa Resort, THE NETHERLANDS
7. Healing Hotels of the World, GLOBAL
8. SHA Wellness Clinic, SPAIN
9. MST & Insurance & Sandton Hotel, TWENTE
Hospitality essentials for Cyprus' Health Services
Scandic Sanadome Nijmegen, Netherlands
Hotel MeetingSpa Spa Cuisine
Hospitality essentials for Cyprus' Health Services
All the baths at Sanadome have mineral-rich thermal water from our own sources; a freshwater source and a thermal saltwater source, at
a depth of 70 and 700 metres. All the drinking water at Sanadome is obtained from our own
freshwater source.
According to German law Sanadome is recognized as spa with mineral-rich water to which
beneficial effect is attributed
The water from Sanadome is classified as Thermaalsole iodide (very salty)
Hospitality essentials for Cyprus' Health Services
Special visitors •Treatments during and after pregnancy• Rheumatism patients • People with skin conditions (psoriasis)
Result based treatments/ Anti-aging• Endermology (restructures of the skin) • Microdermabrasion (damage of the skin)• Ellipse (hair removal) • Fsysiotherapy / Water therapy
Nijmegen, The Netherlands
Hospitality essentials for Cyprus' Health Services
Hospitality essentials for Cyprus' Health Services
Hospitality essentials for Cyprus' Health Services
Hospitality essentials for Cyprus' Health Services
Post operative collaboration
Medisch Spectrum TwenteEUR 300-500/day
Hotel Resort Sandton Bad BoekeloEUR 120/day
Insurance companiesrecovery knee- hip- joint surgery
Hospitality essentials for Cyprus' Health Services
Hoteliers are masters in international Branding & Marketing.Imagine the potential for HealthCare providers...
Hospitality essentials for Cyprus' Health Services
Key-points– Incorporate a Hospitality Culture
– Hospitality is an augmented service– Space for value innovation with ROI
– recognize challenges (soft vs. hard skills)– Transitioning = Change Management– collaborate (medical & non-medical)
– destination management private & public– monitor best practices worldwide
Hospitality essentials for Cyprus' Health Services
Thank youThank you
www.hospitalityinhealth.com/publications
www.linkedin.com/in/nicodingemans
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