University Medical Center Groningen (UMCG) wants to make patients as comfortable as possible. UMCG asked Hospitality Group to train the nutrition and ward assistants in hospitable conduct.
In close cooperation with the managers of the facility services department and the medical staff, Hospitality Group set up the programme ‘Let’s be simply…hospitable’. It was based on a storyline with five keywords: attention, enthusiasm, due care, proactive and together. Each word was ‘loaded’ with competencies and learning goals. In addition, the nutrition and ward assistants attended several half-day sessions, during which they trained hospitable behaviour in practice. This included: How to put yourself in the patient’s situation. How to say no in a hospitable manner. How to give and receive compliments.
With the programme ‘Let’s simply be …hospitable’, hospitality was embedded in the organization. Roel Borgman is facilities services cluster manager at UMCG and sees that enjoyment in work has increased. “There is also less distance between staff and managers, allowing for quicker switching between tasks and more time to give full attention to patients.”