Md. Fottler et al., Creating a healing environment: The importance of the service setting in the new consumer-oriented healthcare system, J HEALTHC M, 45(2), 2000, pp. 91-106
Over the last ten years, the healthcare industry has recognized that the ph
ysical environment is a valuable resource that can and does affect all of i
ts customers. Although most service organizations give some thought to sett
ing, its importance to the service experience has been most thoroughly unde
rstood by those who view and treat their customers as guests, that is, the
guest service industry. An excellent healing environment will reinforce exc
ellent clinical quality, but an inferior environment can detract from fine
clinical care. One of the most important principles learned by the guest se
rvice industry is to provide the setting customers expect. Another is to cr
eate an environment that meets or exceeds customer needs for safety, securi
ty, support, competence, physical comfort, and psychological comfort. This
article provides a detailed discussion of how such an environment can be cr
eated in healthcare facilities drawing from the experience of the best gues
t service organizations.