Hospital design has dramatically changed over the past 30 years. In all clinical areas, private rooms have become the standard for new construction.  Current research supports that the aesthetics of the design and hotel-like amenities significantly improve patient satisfaction, improve staff morale, and actually improve medical outcomes, such as shorter lengths of stay, decreased use of pain medication, and decreased infections.       This presentation will discuss the benefits  and “how to” of implementing a hospital Guest Services Program in maternity and adult medical – surgical and telemetry services in a large academic medical center serving a diverse population.    The design, planning, implementation, infrastructure, marketing and outcomes of the project will be explained.  The project leaders will discuss how evidence was used throughout the design, from workflow for a mature nursing staff to creating a healing environment through evidenced based art, color, and décor.   Holistic nursing had a great influence on the design, which included a Holistic Nursing Spa, offering Amma massage, reflexology, aromatherapy, and other therapies to patients, families, and staff.  The role of the Guest Service Managers  as part of the care team and the incorporation of room-service dining will be discussed.           

Staff for the units participated in  educational programs including Holistic Nursing, caring, and the Ritz Carlton service excellence program.  Outcomes have been outstanding: patients, families, and staff have reported high satisfaction.  The hospital also has benefited not only by improving patient outcomes and satisfaction, but by generating additional revenue from the hotel and spa services.   Hospitals are places of healing.  Incorporation of Guest Services within a Holistic Nursing model has been a win / win for patients, families, staff, and the hospital.Hospital design has dramatically changed over the past 30 years. In all clinical areas, private rooms have become the standard for new construction.  Current research supports that the aesthetics of the design and hotel-like amenities significantly improve patient satisfaction, improve staff morale, and actually improve medical outcomes, such as shorter lengths of stay, decreased use of pain medication, and decreased infections.            This presentation will discuss the benefits  and “how to” of implementing a hospital Guest Services Program in maternity and adult medical – surgical and telemetry services in a large academic medical center serving a diverse population.    The design, planning, implementation, infrastructure, marketing and outcomes of the project will be explained.  The project leaders will discuss how evidence was used throughout the design, from workflow for a mature nursing staff to creating a healing environment through evidenced based art, color, and décor.   Holistic nursing had a great influence on the design, which included a Holistic Nursing Spa, offering Amma massage, reflexology, aromatherapy, and other therapies to patients, families, and staff.  The role of the Guest Service Managers  as part of the care team and the incorporation of room-service dining will be discussed.            Staff for the units participated in  educational programs including Holistic Nursing, caring, and the Ritz Carlton service excellence program.  Outcomes have been outstanding: patients, families, and staff have resported high satisfaction.  The hospital also has benefited not only by improving patient outcomes and satisfaction, but by generating additional revenue from the hotel and spa services.            Hospitals are places of healing.  Incorportation of Guest Services within a Holistic Nursing model has been a win / win for patients, families, staff, and the hospital.