As the healthcare industry endured heavy stress during the pandemic, it also evolved into a more versatile, person-centered experience. Today’s patients are increasingly seeking elective procedures and on-demand care, and they want to feel nurtured and comfortable while doing so.
Similarly, the hospitality industry responded to the pressures of the pandemic with a renewed emphasis on flexibility and comfort. Its trends and technologies are helping reshape the world of healthcare, from patient experience to automation.
Superb Customer Service
The hospitality industry is well known for its focus on customer service and providing a positive experience for guests. Healthcare has traditionally been task-focused and clinical—in both senses of the word. Patients often feel anxiety about seeking care, and the facilities are organized around procedures more than people.
Now that the focus is shifting toward patient satisfaction and experience, healthcare providers are drawing upon hospitality’s customer-service expertise.
This paradigm shift includes:
- improving communication with patients, such as creating digital patient portals and sending personalized messages
- providing a comfortable and welcoming environment with cushy furniture, free snacks and water, and helpful amenities
- addressing each patient’s unique needs and preferences rather than taking a “one-size-fits-all” approach
The right furnishings and room layouts help support this focus on patient service. For example, a medical recliner makes consultations easier, and may help alleviate patients’ anxiety, by placing doctors and patients at the same eye level. Champion’s Alō Recovery is a versatile, high-profile chair to help patients and caregivers connect.
The hospitality industry is well known for its attention to design. From lobbies to lounges, cafés to coffee stations, the environment must be both functional and aesthetically pleasing. The experience is just as important as the service provided.
This usually leads to interior design that is person-centric; in other words, a space featuring comfortable furniture, soothing colors, and natural light. Consider a coffee shop with its earthy hues and textures, modular seating, and convenient ordering counter. Healthcare facilities are adopting this approach, moving away from rigid, cold design toward a warm, dynamic feel.
Indeed, the healthcare industry has realized that human-friendly spaces are healing. They’re drawing upon that famous coffee-shop charm, which is relaxing thanks to its biophilic aesthetic. Biophilia means “love of living things,” and research indicates that natural light, colors, and textures have a calming influence.
Thus, to promote patient well-being and reduce stress, modern healthcare design emphasizes:
- ample sunlight and diffused indoor lighting
- earthy colors and textures
- curvilinear shapes and flowing layouts
- comfortable seating and bedding
Biophilic design is an approach to architecture that seeks to infuse nature into built environments. Instead of straight-edged, rigid patient chairs, cozy treatment recliners such as, Champion’s Augustine, offer a soothing yet supportive seating option, with curved lines and natural hues.
The hospitality industry has long been an early adopter of new technologies that enhance the guest experience. For example, tedious processes such as checking into a hotel or ordering food can now be done on a mobile device—or even by talking to an AI voice assistant.
Healthcare has seen a similar push to use technology to improve patient care and convenience. Automation saves doctors, nurses, and staff a lot of precious time so they can focus on patient care. Moreover, these technologies infuse the entire environment for better convenience. Healthcare facilities are building “smart” patient areas that are as customizable as modern hotel rooms.
For anything that can’t be automated, many healthcare providers are offering self-service solutions so patients can make appointments, view records, or request prescription refills on their own schedule.
Champion Supports the Shift Toward Person-Centric Healthcare
Overall, the healthcare industry is learning from the hospitality industry’s heavy emphasis on human-friendly experiences. Both interior design and practical elements help create a welcoming, adaptable patient experience—which may help support better outcomes.
Champion’s medical seating solutions embrace a modular, person-centric approach, often with biophilic design elements. They’re the perfect complement—and often a key tool—for any healthcare facility that wishes to prioritize patient satisfaction.