Photo Credit/Source: Staff, Concierge Medicine Today | Healthcare Industry Trade Publication

Fall/Winter 2023

By Editor-in-Chief/Host, Concierge Medicine Today/The DocPreneur Leadership Podcast

WEBINAR DURATION: 1-Hour and 3-Minutes (Customers receive a secure link to the file lasting 24 hours after the first download.)

Most people can agree that their service experiences with hospitals, clinics, and physicians are inadequate compared to their service experiences with hotels, resorts, and restaurants. So then, what would their experiences be like if healthcare providers served them the same way hospitality providers do?

Our guest today is Peter C. Yesawich, PhD who co-wrote the new book with Dr. Stowe Shoemaker, Ph.D.

We're going to discuss the new book, Hospitable Healthcare: Just What the Patient Ordered! (Indigo River Publishing, September 5, 2023; by Stowe Shoemaker Ph.D (Author), Peter Yesawich Ph.D (Author)) and examine 24 service touchpoints that are common to both hospitality and healthcare experiences to introduce a model based on principles that the hospitality industry has used to create exceptional guest experiences: PAEER (for Prepare, Anticipate, Engage, Evaluate, Reward).

“We show how healthcare service providers may implement the same techniques to enhance the patient experience,” Shoemaker and Yesawich explain. “We are confident that practitioners who are inspired to embrace our recommendations will be applauded by patients for their effort—and rewarded by patient loyalty.”

In today's interview we may discuss: 

What the PAEER model of service delivery is and how it can enhance the patient experience

Understanding the difference between “serving” and “treating” patients—and the real culprit behind the healthcare experience gone wrong

Six primary catalysts of patients’ anxiety—and how to assuage the fear of doctors using hospitality industry practices

Pricing transparency: the price/quality conundrum plaguing healthcare services, including surprise billing

Six ways the most successful hospitality service providers prepare for guests’ arrival—and how healthcare service providers can utilize them too

Six steps healthcare service providers can take to ensure positive interactions between patients and employees

The untapped potential for recognition and reward programs in healthcare

The importance of word-of-mouth marketing and how to measure it

More About Our Guest

Dr. Yesawich is Chairman of Yesawich Holding, LLC and co-founder/Vice Chairman Emeritus of MMGY Global, the world’s largest integrated marketing communications company serving travel, leisure, and entertainment industry clients from 11 offices across the Americas, Europe and the Middle East.  

Widely regarded as one of the most respected sources of insight into the evolving habits, preferences, and intentions of travelers, Yesawich is a frequent commentator on travel trends in both domestic and international media.  He has served some of the industry’s most popular destinations and brands including the Bahamas, Bermuda, Costa Rica, Dominican Republic, Honduras, Mexico, AMResorts, Fairmont Hotels & Resorts, Hilton International, Leading Hotels of The World, Outrigger Hotels & Resorts, Ritz-Carlton Hotel Company, Sandals Resorts, Trump Hotels, Atlantis Paradise Island, the Breakers, the Broadmoor, Gaylord Hotels, La Costa, New York Palace, Wynn Las Vegas, Universal Orlando Resort, Walt Disney Parks & Resorts, .travel and the US Olympic Committee.  

The recipient of numerous industry awards, Yesawich is a former member of the board of directors of the Travel Industry Association of America.  He also served as a Visiting Associate Professor of Marketing at Cornell University and is co-author of Marketing Leadership In Hospitality published by Prentice-Hall and Hospitable Healthcare published by Indigo River Press.

From 2010 to 2020, Yesawich served as Chief Growth Officer of Cancer Treatment Centers of America® (CTCA), a national network of specialty hospitals and outpatient clinics in the United States treating adults with complex or advanced-stage cancer.  CTCA became the most recognized national cancer treatment provider in the U.S. and third most positively perceived hospital system in the country after Mayo Clinic and Johns Hopkins Medicine under his marketing leadership.

Yesawich received three degrees from Cornell, including a doctorate in psychology, and is a graduate of the Advanced Management Program at Yale.