“Physicians need to be more like the Ritz-Carlton to improve healthcare” what are you Smoking ?

A Delusional, hallucinating guy, who apparently was the COO of Ritz Carlton  

 says

“Physicians need to be more like the Ritz-Carlton to improve healthcare”

Horst Schulze

Horst Schulze was former COO of the Ritz-Carlton Hotel Company, and was a founding member of the company. He currently serves as CEO of Capella Hotel Group, a luxury hotel management company, and as a board member of ChenMed.

“At a luxury hotel, it’s fair to say the experience is the opposite of that at a doctor’s office. Yet, that makes no sense, as health is more important than a vacation. And as any doctor will say, spending more meaningful time with a patient is essential for quality care.Of course, there are concierge medical practices in which patients pay anywhere from $250 to $25,000 a year to get the “Ritz-Carlton” treatment in their medical care. But to truly reform our healthcare system, we need to bring concierge-level care to every patient”

First, bring “ medical care” to all citizens  then you can talk of “concierge-level care”

To build trust with patients, physicians need to take a page out of the hospitality industry’s playbook and do three things.

First, doctors must prioritize customer service and the patient experience. Like all customers, patients have some fundamental expectations. Customers expect the product to be free of defects. They expect timeliness. And they expect their interaction to be pleasant.

Indeed, a satisfied customer is one who walks away from an interaction that meets these expectations. But a loyal customer is one who walks away from an interaction that exceeds these expectations because their interaction was not just nice, it was caring.

First impressions matter. Ritz-Carlton employees never greet guests with “hi.” Within nine feet of a guest approaching, they smile, look the guest in the eye, and say “Good afternoon, Mr. Smith.” This is not only welcoming; it shows all guests they are individually respected and valued. This warmth permeates all interactions.

That’s why it’s unconscionable that the average time primary care doctors spend face-to-face with patients is 21 minutes Annually.

I wish I had even 10 % of my patients with whom I have to spend only 21 minutes every year!

How can patients trust someone they only see for a few minutes? Good medicine requires more physician face-time with patients and services that help them overcome any obstacle they face accessing care—from dispensing medications on-site to providing courtesy transportation for those who need it.

Similarly, doctors are not more efficient when they reduce time with patients

Hotels are not more efficient when they reduce the number of linens, because that eventually requires the housekeeping staff to take more trips in the elevators, which slows down service for everyone.

Similarly, doctors are not more efficient when they reduce time with patients

As a Board member of ChenMed  I hope you have implemented all this in your  centers. Where  primary care physicians  spend at least an hour with each patient and  see them right on time.and the center picks up and drops off the seniors from and to the clinic from their residence.

And there are reviews galore from many such satisfied clients.