Interview with Dr Lohyd Terrier (EHL Affiliate Professor of Organizational Conduct) and Béatrice Schaad (Head of CHUV hospital Communication) concerning the rising relevance of hospitality in healthcare. A brief course on Hospital Reception Administration (‘Administration de l’accueil en milieu hospitalier’) was not too long ago given to medical staff from the CHUV Lausanne College Hospital and confirmed the advantages of exchanging transversal hospitality ability units to different business sectors.The professor’s overview:
1. ‘Hospital Reception Administration’ – how did this course come about?
Dr Lohyd Terrier: The Hospital Reception Administration course is at the moment devoted to healthcare professionals. It goals to deal with the issues encountered by medical workers in the middle of their actions. It additionally responds to a robust demand from the healthcare sector when it comes to enhancing their hospitality welcome expertise. Certainly, greater than ever, the standard of the hospitality is a figuring out issue within the expertise and satisfaction of the affected person.
2. What does the course purpose to show?
The target of the course is to supply contributors with the chance to make use of data and expertise from the hospitality business to enhance service in healthcare organizations. So as to take action, contributors are led to mirror on the significance of affected person data and repair adaptation. We additionally purpose to place affected person satisfaction and emotional management on the middle of the course. Extra usually, the concept is to show easy-to-apply hospitality expertise to areas starting from the preliminary affected person welcome and relationship constructing to managing affected person complaints.
3. What function does emotional intelligence play?
As a part of the course, numerous instruments associated to emotional intelligence are introduced. Members are given the chance to mirror on how their emotional expertise might assist them cope with conflicts encountered in throughout their work. The medical sector is in spite of everything one in all excessive stress and emotional vulnerability for each workers and affected person. Actually, healthcare professions are characterised by a really excessive emotional load that professionals should be capable of handle for his or her well-being in addition to that of sufferers.
4. What makes this brief course so particular?
Like each coaching session, the standard of this course could be very clearly linked to the standard of the contributors. The thought of making a bridge between hospitality administration and healthcare administration is bold. If the course has been an ideal success, it’s largely as a result of funding of the contributors who didn’t hesitate to query themselves and problem their habits. The exchanges are wealthy and diverse, they usually validate the concept that well being and hospitality should collaborate additional with the intention to promote affected person well-being.
5. Fundamental takeaways?
Medical establishments want to enhance their welcome by:
- Growing the emotional expertise of their workers to enhance the connection with sufferers, their care of sufferers and the well-being of workers.
- Growing the worth of the data they’ve about their sufferers to enhance the standard of service.
- Bettering communication between totally different members of the establishment to supply extra full and clear look after the affected person.
The consumer’s suggestions
1. What led you to decide on this EHL course on enhancing the hospital welcome?
Béatrice Schaad: The CHUV has labored carefully with EHL on many events, from Scholar Enterprise Initiatives to different brief programs on enhancing hospitality expertise in healthcare. I’ve all the time believed within the proximity of the 2 industries and that there is a lot that we are able to study from one another. As with reserving a resort, a affected person turns into a buyer from the second they click on on our web site. One other small however vital benefit is that we’re located geographically very near EHL, so it is a good alternative to take our workers groups to the varsity for sensible research packages.
2. Did the course meet your expectations?
I used to be conscious of the variety of similarities between the 2 sectors and I received the affirmation that there are various transversal potentialities between strategies used within the resort business which might be relevant to hospitals. There are a number of frequent factors concerning the expectations of consumers/sufferers, which in are in truth turning into customary in the present day. This could not come as an enormous shock since in Switzerland individuals are paying more and more costly medical insurance premiums and need to be handled accordingly to their expenditure.
3. Is there something specifically that struck you that you just weren’t anticipating?
What I did not anticipate was what number of ability switch alternatives there are and the way a lot my groups have been completely satisfied to be studying in a context outdoors of their standard one. The course was extra sensible than theoretical and this was extremely appreciated, particularly concerning the welcome methods that weigh closely on making the affected person really feel emotionally and psychologically comfy – and as a lot as doable, given a voice.
RTS Swiss-French information characteristic
EHL trains CHUV hospital staff on enhancing the welcome in healthcare
Not too long ago featured on the Swiss-French RTS information, the brief course in Hospital Reception Administration is highlighted right here for example of EHL spreading its savoir faire: the best way to enhance the welcome at a hospital reception, improve the affected person follow-up course of and know the fitting inquiries to ask to raised affected person satisfaction. In short, how the science of fine reception procedures could be taught and learnt.
Ecole hôtelière de Lausanne
+41 21 785 1354