Hospitals that brim with hospitality

During a recent visit to L H Hiranandani Hospital, where my parents were to get vaccinated, I got to experience some wonderful hospitality at the hospital, led by its CEO Sujit Chatterjee. Right from the moment of entry to the entire experience, it was pleasant, caring and well-managed.

Service providers in the industry, taking care of health and hygiene, have measured up to a large extent, to be rated world-class. They go out of their way to help and make consumers, in this case patients, comfortable and are sensitive to their needs. The care taken by the frontline workers and walking the extra mile by doctors and nurses, has really been heartwarming.   

The world has also started recognizing the good work being done by the service providers and Hospital brands. And Hiranandani Hospital has been awarded a certificate by as one of the world‘s best hospitals in 2021. It was awarded the certificate based on recommendations from medical experts, patient experience and medical KPIs. It is a matter of pride that such hospitals, like Hiranandani Hospital, led by Dr Chatterjee, have been acknowledged for their expertise and their hospitality.

Healthcare workers, doctors and nurses and the support staff, have really done a wonderful job in the past 12 months. During these Covid times, they have been able to go out of their way in treating patients, not only sensitively, but also medically competently. After the vaccinations of the frontline workers, the next turn was of senior citizens, which they have been able to take care of well. They have not only looked after the patients but have been extremely patient in doing it.

Service providers, especially in the healthcare and hospital industry, have been hospitable to the core towards people coming in for treatment. Despite the extra work and the pressure, which these Covid times have brought on them, they have been able to do a good job and still maintain their cool and bring out world-class service. We are proud of them. 

In hospitals - be it Hiranandani, Jaslok, Apollo, Seven Hills, Fortis, Lilavati or any other – it’s the service quality that is of importance. While technology and medical aids and expertise are all good, it is the service quality which differentiates and is able to make brands enter the mind and heart of consumers and patients, pleasantly.

Service quality comprises five major elements and all hospitals need to look at them carefully. The first element is that of tangibles. The environment has to be neat and tidy and the equipment has to be modern and advanced, along with all its materials - whether they are brochures and flyers being updated and the environment being made aesthetically appealing. Patients entering the hospital should feel good and not feel ill. It is important that the ‘feel good’ factor helps the patients and tangibles are able to perform their role well. 

The second element is that of reliability. Promises are made by brands and if they are delivered on time, then the brands are reliable. Most patients and consumers trust reliable brands and are comfortable and at ease, when they interact with these brands, since a hospital is a part of the service industry. The service providers there have a great duty, to make sure that the element of reliability is always maintained and promises of on-time delivery and on time services are kept. 

The third element is that of responsiveness. To be able to respond quickly to the needs of consumers and patients, is an extremely important element, in any hospital. Defining and informing when services will be provided and how they would be provided, is able to instil trust among the consumers and patients. My brand mantra is, ‘standards should be set and standards should be met’. This can come through good responsiveness from the staff and service providers because, ultimately human beings are being dealt with. 

The fourth element is that of assurance. Giving personal attention is crucial in this case. Listening patiently and answering the queries of the consumers and patients and being able to clarify their doubts – are all crucial. If the patient feels assured, the illness is mentally taken care. A good hospital with good service providers patiently answers questions, however basic they may be because, what is simple and basic to the service provider could be special and crucial to the patient – to him, it could be a matter of life and death.Assurance as an element cannot be overemphasised.

The fifth element is that of empathy. Putting yourself in the place of the consumers and the patientsmakes the service provider full of empathy. The patient and consumer truly appreciate empathy and are able to respond to treatment, physically and mentally, promptly. Empathy is different from sympathy. Empathising with patients and consumers can give wonderful results in the field of health workers.

In these last 12 months, the need for HIH, health, immunity and hygiene, has increased. Hospitals, with their hospitality, have been the saviours, in these difficult times. Patients and consumers going to hospitals not only get medical treatment, but are also able to get mental solace and peace of mind. During this trying period, health workers, whether at small centres or at big hospitals, have a big responsibility to fulfil. I think doctors and nurses and health workers are doing a splendid job, in the face of adversity and are able to build the health, immunity and hygiene of the country. The nation stands in gratitude to these hospitals with Indian hospitality!