Redefining the Healthcare Journey Through a Hospitality Lens

NYC Health + Hospitals/Elmhurst is striving to elevate the patient, staff and guest experience and has looked beyond traditional clinical best practices to embrace principles rooted in hospitality. This session explores how applying a hospitality background to healthcare can reshape organizational culture, improve experience scores and support sustainable transformation. The panel of senior leaders from NYC Health + Hospitals/Elmhurst, a public hospital dedicated to providing compassionate, high-quality care to a diverse population, will present how integrating hospitality principles, such as personalized service, environmental intentionality and anticipatory care, can drive high-performance, human-centered cultures in health systems. Part of this effort is looking at the satisfaction data to understand patients' expectations better and create more relevant experiences for our community.

You will learn how to apply practical hospitality strategies that improve the experiences of patients, visitors and employees by building alignment across departments, such as clinical and operational.