Essentials of HIH for Cyprus - presentation Nicosia

transcript

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

1. Hospitality essentialsfor Cyprus' Health Services

2. Best practice examplesobserved by HIH

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

1. Executive Search for Luxury Hotels & Resorts

2. Hospitality in Healthcare (incl. Spa & Wellness)

3. Promoting Health Cuisine as destination marketing tool

3 MISSIONS:

Recent publications by HIH:

1. Hospitality essentialsfor Cyprus' Health Services

2. Best practice examples observed by HIH

A closer look at

SERVICEfrom a Marketing Perspective

for World-class Hospitals & HealthCare Providers

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

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

The 3rd Layer – Augmented Service

A space for Value Innovation, Differentiation and an opportunity to improve the

(International) Patient Experience

By transitioning

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

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

The 1st & main challenge is:

incorporating a company-wide Hospitality Culture

Hospitality leaders are soft-skills peoplewhile

Hospital leaders & Doctors are hard-skills people

BEST PRACTICES

A. Hospitality in Health

B. Health in Hospitality

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

HOSPITAL & SPA PARTNERSHIP

HOSPITAL CONNECTED TO HOTELS

&A Personal connection

Rochester, Minnesota – USA

Why Mayo and Marriott are deeply inter-connected...

Rochester, Minnesota – USA

Over 12 Brands, 137,000 employees, 70 countries, 3,500 properties

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

Scandic Sanadome Nijmegen, Netherlands

Hotel MeetingSpa Spa Cuisine

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)

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

Post operative collaboration

Medisch Spectrum TwenteEUR 300-500/day

Hotel Resort Sandton Bad BoekeloEUR 120/day

Insurance companiesrecovery knee- hip- joint surgery

Hoteliers are masters in international Branding & Marketing.Imagine the potential for HealthCare providers...

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

Thank youThank you

www.hospitalityinhealth.com/publications

www.linkedin.com/in/nicodingemans

Essentials of HIH for Cyprus - presentation Nicosia

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