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.

此示例性案例研究描述了医疗保健系统与酒店管理计划之间的成功合作，旨在将酒店业引入医疗保健领域。ChristianaCare Health System (CCHS) 和特拉华大学的酒店与体育管理​​合作创建了患者体验学院。该计划侧重于培训干预，在领导层的支持下，以提升 ChristianaCare 医疗保健系统 (CCHS) 的患者和访客体验。该计划的亮点包括管理期望； 服务恢复；医疗环境中倾听和同理心的力量；Healthcare Theatre (HT) 用于模拟会议的交互式培训平台和交付系统；转型; 和成就故事。参与者总数包括 32 个队列（近 1000 名参与者），每个队列由 CCHS 选择的 25-30 名参与者组成。队列包括医生、LPN、RN、NA、MA、OA、一线和其他支持人员。结果按三个级别进行衡量：1) 学习成果，2) 培训在实践中的应用，以及 3) 患者满意度评分。所有三个领域的分数都显示出显着改善。