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In this episode of SoundPractice, host Mike Sacopulos explores the intersection of healthcare and hospitality with Antonia Hock, an expert in customer and employee experience and former global head of the Ritz-Carlton Leadership Center. They discuss how healthcare can learn from the hospitality industry’s focus on culture, teamwork, and a genuine care mindset to enhance patient experiences. Hock emphasizes the importance of empowerment, daily reinforcement of positive culture, and attention to emotional needs. Through personal anecdotes and practical advice, Hock illustrates how healthcare professionals can adopt hospitality principles to improve patient care and outcomes.
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Sacopulos et al. (2024) studied this question.
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