The arrival stage includes welcoming at the airport and planning to transfer the patient to the hotel or accommodation. This stage is very important.
Always the first visit is very important. If the patient goes to the destination and is confused at the outset and cannot find their communication link or someone does nothing to transfer them, it can affect the other stages of the service cycle. That is why facilitators and hospitals need to have a close relationship in order to prevent degradation of service quality at each stage.
The registration and room allocation process are selected by entering the residence. The guest or patient will establish a financial relationship upon arrival through the facilitator to the place of residence. Some facilitators will have alternative methods of establishing a financial relationship with the guest, which could include prior to arrival and can be a package of services that includes all the services to the patient or the guest. Regardless of the timing of entry and travel, everything for a patient should receive financial perspective and the package of services should be completely transparent and clear.
The stay stage of medical care cycle includes the arrival of the patient to their place of residence through the start of the payment process. Traditionally, guests are aware of the amenities and safety, and they are told to communicate with them if they have any questions or requests.
It is important for the hospitality center to know if the patient needs a special stay, such as a need for a disabled person or a room on the ground floor, or a special service. Implementing the H2H pattern in this particular area is very important for the formation of hotel and hospital communication. During the stay stage, the behavioral pattern that management and environmental staff are showing is really importance.
The management of the hotel as the main contact center for the residential services is responsible for coordinating guest requests during the stay (i.e., booking amenities, facilities, maintenance, and logistics). The staff must do their best to respond in a timely manner to the patient’s request, which will ultimately put the hospitality center in the position of providing preventive services and meeting the expectations of patients. The main purpose is to encourage or create an experience that turns the current patient into the person who returns to that location or advises other friends and family to visit their place of residence.
An important cornerstone to the occupancy stage includes security. Whether it is protection of financial information, funds or valuables, the front desk should always prioritize these topics or concerns when managing guest’s experience.