Elevating Patient Experiences: Applying Unreasonable Hospitality in Healthcare

Wellness Center Creators

"This is what we value and I'm going to keep showing up and showing you that I'm going to go above and beyond for you as an individual and as a team because it matters, because you matter and the care you're giving to the patient matters." — Kendall Hagensen

In this insightful episode, Kendall shares her enthusiasm for Will Guidera's "Unreasonable Hospitality" and its profound application to alternative healthcare. The conversation explores how holistic providers can elevate patient experiences by going beyond standard care to create moments of delight throughout the client journey.

The hosts discuss how Trust Driven Care principles align perfectly with Guidera's philosophy of giving patients "more than they expect" in every interaction. Kendall highlights how trauma-informed practices are often intuitively implemented by alternative healthcare providers, even without explicit training.

Through engaging anecdotes from the book, the episode illustrates how considering every aspect of patient communication, physical space, and the entire customer journey creates opportunities for exceptional care. The discussion extends beyond patient interactions to team leadership and business culture, demonstrating how these principles ripple through an organization.

"This is what we value and I'm going to keep showing up and showing you that I'm going to go above and beyond for you as an individual and as a team because it matters, because you matter and the care you're giving to the patient matters," Kendall emphasizes when discussing leadership.

The hosts also touch on how software and technology play a crucial role in creating elevated hospitality experiences in healthcare settings, highlighting how the right tools can enhance patient-centered care while managing practitioner capacity. This process-oriented mindset transforms how providers think about each touchpoint in the patient experience.

Get all the links, resources and show notes here: https://wellnesscentercreators.com

Sponsored by Jane App, Jane offers online booking, charting, scheduling, secure video and invoicing on one secure, beautifully designed system: https://jane.app/ Use code wellness1mo for a one-month grace period on your new Jane account.