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The Beryl Institute News: In the News

3 Ways to Create PEAK Patient Experience

Tuesday, September 27, 2011  
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A new white paper by The Beryl Institute, featuring insight from Chip Conley, author of PEAK and founder of boutique hotel company Joie de Vivre, offers best practices from the hotel industry that can be translated to healthcare. 

In the past year, both Disney and The Ritz Carlton announced deals with health systems to train staff on how to provide outstanding patient experience — something that is become increasingly important as healthcare becomes more consumer-driven. Because quality of care has reached such high levels over the last several decades, consumers no longer greatly differentiate facilities on quality; quality is an expectation. Instead, they have begun to use experience as the great differentiator, and hospitals are starting to look toward luxury hotel and lifestyle brands, which have long provided outstanding customer experience, to improve patient engagement. 


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