Creating a healing environment: The importance of the service setting in the new consumer-oriented healthcare system

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.