Creating “PEAK” Patient Experiences

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.