THE ROLE OF HOSPITALITY TO IMPROVE THE PATIENT EXPERIENCE IN HOSPITAL : A SCOPING REVIEW

Abstract

Background: The hospitality industry has a strong focus on providing excellent customer service and creating positive experiences for guests. These same principles can be applied to the healthcare industry to improve the patient experience in hospitals. When patients are in the hospital, they may experience vulnerability, anxiety, and uncertainty about their health and treatment. Thus, providing a welcoming and comfortable environment can create a more positive and supportive environment for patients which may help ease their stress and improve their overall experience and contribute to better health outcomes.Research purposes: The purpose of this study was to analyze the role of hospitality to improve patient experience in hospital. Research methods: For the method, we use the methodological framework proposed by Arksey and O’Malley. After that, the scoping review is reported using the PRISMA (Preferred Reporting Items for Systematic Reviews and Meta-Analysis) guideline method. An article search was carried out in April 2023, in several electronic databases, namely Pubmed, ScienceDirect, ProQuest with an article publication time span of 2018-2023. The search strategy included the following terms: “Hospitality, patient experience, hospital”. Research result: Based on the results of searches conducted in Pubmed, ScienceDirect, ProQuest, a total of 550 articles were obtained which then entered the elimination stage, resulting in 52 articles which were subsequently included in the results of this review, and after the screening 8 scientific articles were found that met the requirements. From the results of the analysis carried out on scientific articles that match the inclusion criteria, the results of critical role which improved patient safety are obtained. Conclusion: From the results of the analysis carried out, it was found that hospitality plays a critical role in improving patient safety. Creating a welcoming and comfortable environment for patients can help to reduce anxiety levels, improve communication, prevent HAIs, and improve patient satisfaction levels. Further studies are needed, especially the standardization of hospitality systems that are tailored to the needs of each health facility, especially hospitals and health centers in Indonesia.