Hospitality to healthcare: Patient Experience Academy, a successful alliance between the ChristianaCare Health System and the University of Delaware

Abstract

This exemplary case study describes a successful collaboration between a healthcare system and a hospitality management program to bring hospitality to healthcare. ChristianaCare Health System (CCHS) and University of Delaware’s Hospitality and Sport Management partnered to create Patient Experience Academy. The program focused on a training intervention, supported by leadership to enhance the patient and guest experience at the ChristianaCare Health System (CCHS). The highlights of the program included Managing Expectations;Service Recovery; Power of Listening & Empathy in Healthcare Setting; Healthcare Theatre (HT) Interactive Training Platforms & Delivery Systems for Sim Sessions; Transformation; and Achievement Stories. Total participants included 32 Cohorts (nearly 1000 participants), and each cohort was comprised of 25–30 attendees selected by CCHS. Cohorts included Physicians, LPNs, RNs, NAs, MAs, OAs, frontline and other support staff. The results were measured at three levels: 1) Learning outcomes, 2) Application of training to practice, and 3) Patient satisfaction scores. Scores in all three areas showed significant improvements.