patient experience, culture, employee needs, organizational culture, service excellence, self actualization, recognition, meaning, Relationship Truths, Hierarchy of Needs, expectations, relationship, profit
Creating "PEAK" Patient Experiences: Applying Maslow's Hierarchy of Needs to Healthcare
Founder and Executive Chairman, Joie de Vivre
Author of PEAK
Jason A. Wolf, Ph.D.
Executive Director, The Beryl Institute
This paper shares insights on building a leading service organization from Chip Conley, author and founder of boutique hotel company Joie de Vivre. Using Maslow’s hierarchy of needs as a foundation for examining relationships with employees, customers and investors/boards, it offers many parallels applicable to the healthcare industry. By focusing on the higher, often unrecognized, needs of employees and patients and building on strong organizational culture, hospitals and healthcare organizations can experience effective outcomes. The paper offers guidance on creating a culture where employees view their work life as a calling versus a job and explains how that differentiation can make a significant difference in the experience provided to patients.
For more information, view the executive summary.