Navigating healthcare for aging parents can be a part-time job, but it’s also an opportunity. I’m truly grateful to be in a position to help my parents and repay some of the care they’ve provided my family and me. Over the past years and more so in recent months, I’ve found myself juggling doctors’ appointments, hospital stays, rehab centers, in-home health, and physical and occupational therapy. It’s been overwhelming, to say the least. But amidst the chaos, one thing has become abundantly clear: patient care is, at its core, customer service.
As an executive headhunter, who spent 15 years in hospitality, my work has revolved around providing high-touch, white-glove service to clients and candidates – anticipating needs, managing difficult conversations, and ensuring that every interaction leaves a positive impression. And, as the spouse of a physician, I also have a unique perspective on how the healthcare system operates from the inside.
What’s fascinating to me is how much these two worlds – hospitality and healthcare – overlap. At the heart of both is the customer or patient, the person being served. Here are a few lessons from my hospitality background that I believe could transform the patient experience in healthcare:
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Communication is Everything: In executive search, we learn to over-communicate. We don’t just complete a transaction and walk away; we check in. We ask, 'How are things progressing?' We keep clients informed about their timeline, potential roadblocks, and what to expect next. In healthcare, communication is equally – if not more – critical. When my parents were in the hospital, I quickly learned that doctors and nurses were often speaking in a language we didn’t fully understand. Medications, procedures, recovery timelines – everything was a fog of medical jargon. Imagine if healthcare staff approached each interaction with the same level of detail and care as a high-touch service provider – 'Here’s what to expect during today’s treatment,' or 'You may notice some discomfort after this procedure, but here’s how we’ll manage it.' Clear, empathetic communication can ease anxiety and build trust, just as it does in any service-oriented industry.
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Anticipate Needs – Before They’re Voiced: In hospitality and recruiting, you learn to anticipate needs. You send a reminder email before a deadline. You provide a checklist of next steps without being asked. The same principle applies to patient care. For example, when my stepdad transitioned from rehab to in-home health, it felt like we were starting from scratch. The continuity of care was fragmented, and we had to chase down information, supplies, and treatment plans. What if healthcare providers proactively addressed these transitions by offering a checklist of what to expect and what to prepare for – and assigning a single point person to coordinate all services? Having one dedicated contact who could streamline communication, answer questions, and manage the handoff between providers would have alleviated so much of the stress and confusion.
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Technology – A Double-Edged Sword: Technology has revolutionized most every industry. In recruiting, we use CRM systems to track candidate progress and automate follow-ups. But technology can also create a barrier to personal connection. In healthcare, technology is a powerful tool for tracking patient history, scheduling appointments, and monitoring vital signs. But it can also be a source of frustration when systems don’t communicate with one another, leaving patients and families to play the role of messenger. This is particularly challenging for elderly patients, like my 80-year-old parents, who struggle to navigate apps, portals, and digital scheduling systems. Healthcare providers can take a page from hospitality by using technology to enhance, not replace, human interactions – ensuring that there is always someone accessible to bridge the gap between the patient and the tech.
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Empathy is the Most Valuable Currency: Whether you're helping a candidate through a tough interview process or a patient through a difficult recovery, empathy is the most valuable currency. It’s about recognizing when someone feels anxious, confused, or overwhelmed and stepping in to reassure or provide clarity. In hospitality, we’re trained to read the room – to notice when someone is upset, anxious, or confused. We step in to soothe, reassure, or solve a problem. In healthcare, it’s no different, yet it’s often overlooked. When my stepdad was in rehab, the nurses and staff took the time to learn about him, help my mom navigate the coffee bar, and to share a laugh. Those small gestures made them both feel less like a number and more like people. It cost nothing but made all the difference.
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The Follow-Up – Closing the Loop: In recruiting, we don’t consider the job done when a candidate is placed. We follow up, ask for feedback, and check in periodically to maintain the relationship. In healthcare, follow-ups are equally important but often less consistent. After my stepdad’s surgery, my mom and I were the ones calling to follow up on prescriptions, wound care instructions, and next steps. Imagine the impact if healthcare providers consistently reached out with a quick check-in: “How is your recovery going? Any questions or concerns?”
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Navigating Insurance – The Unexpected Battle: If there’s one area that could benefit from a hospitality mindset, it’s the insurance process. Throughout my parents’ care journey, dealing with insurance providers has been like navigating a labyrinth. From getting procedures approved to ensuring coverage for rehab stays, the process is filled with roadblocks, unclear instructions, and surprise denials leading to unsurprising tears. What if the insurance industry took a page from hospitality and communicated more proactively, anticipating common questions and providing clear, actionable next steps?
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The Bright Spots – Exceptional Care in a Chaotic System: While the challenges and setbacks often felt overwhelming, there were standout moments of exceptional care that made all the difference. We had a surgeon who was not only highly skilled but also incredibly kind, patient, and thorough – taking the time to explain procedures and answer every question. There was a nurse early in her career who was eager to learn and went above and beyond to provide compassionate, attentive care. And at the rehab center, we had a patient navigator who became our lifeline in the maze of insurance challenges, coaching us on how to advocate for my parents and navigate the system. These healthcare workers – the ones who took the time to connect, communicate, and truly care – reminded me that even amidst the complexity, the human touch still holds the most power.
Ultimately, healthcare is a service industry. The product may be medical expertise, but the experience is rooted in human connection. And as I continue to navigate my parents’ care, I can’t help but think that the best patient experiences are those that borrow a few pages from the hospitality playbook – clear communication, anticipation of needs, thoughtful use of technology, genuine empathy, and the simple act of following up. Because at the end of the day, it’s not just about treating a diagnosis – it’s about caring for a person.