Becker’s Healthcare Podcast Joel George, MBA, MSN, RN, Executive Director of Retail Services, Health Parks & AdventHealth Training Center at AdventHealth
Jul 20, 2025
Joel George, Executive Director of Retail Services at AdventHealth, dives into the intersection of hospitality and healthcare. He highlights how a welcoming environment can significantly enhance patient loyalty and satisfaction. George shares insights on integrating technology to improve patient engagement while maintaining personal connections. He also discusses design strategies for health parks that cater to diverse patient needs, emphasizing a shift towards inviting spaces that meet changing consumer expectations.
AI Snips
Chapters
Transcript
Episode notes
Experience as Healthcare Architecture
- Experience in healthcare should be a foundational architecture, not just an added layer.
- Designing spaces like lobby areas to create a "wow factor" drives consumer loyalty and trust.
Health Parks Inspired by Hospitality
- AdventHealth designed health parks as one-stop shops combining multiple specialties and wellness services.
- They modeled spaces after upscale hospitality brands like Four Seasons to personalize patient experience.
Standardize with Heart and Hospitality
- Standardization in patient experience means intentional consistency, not sameness, across all care settings.
- Hire for the heart and train staff on hospitality to create a choreographed, emotionally engaging patient experience.