Blog spotlight: Learning from the Ritz

August 31, 2011

Yet another company outside the field of healthcare has offered its services to teach hospitals something about customer service and excellence. Of course, the customers in healthcare are patients, and taking care of them is different than taking care of customers.

Still, we've seen Disney offering lessons to healthcare institutions, and now the Ritz-Carlton. Erlanger Health System in Chattanooga, TN, signed a $388,000 contract with the Ritz to help the hospital change its culture to service excellence.

What do you think? Is this a passing fad? Or is this the beginning to really focusing on patient satisfaction and service excellence in healthcare?