From Vision to Excellence: A New Perspective on Medical Care

Supporting UHNWI clients in any industry is a skill requiring confidence, intuition and understanding. We applied our own insights to create a bespoke programme for a company offering medical care for a unique clientele.

The Challenge

Our challenge was to support an operational team with improving their customer service for patients including nobility and heads of state. Differing cultural backgrounds made it more challenging for employees to understand their patients' needs.

After an initial conversation, the scope expanded from generic service training to an fully-integrated programme aligned with the company owner's vision and values.

We aimed to elevate their hospitality service to best in class, to define their leadership and create a 'reward and recognition' component. This would then be rolled out across different countries.

Implementation

We used data from stakeholder interviews, psychological research and input from Dorchester Collection experts to tailor the programme. To give participants the space to explore and engage with the big questions, the programme was structured over several days and included a number of key considerations:

• Make it fun and include improvisation exercises
• Include a focus group session
• Celebrate stories of shared values to strengthen team bonds
• Host a design workshop to inspire novel solutions for operational challenges
• Use realistic practice scenarios to develop competencies
• Introduce guest speakers to highlight cultural diversity nuances
• Include memorable immersive experiences

Given the sensitivity and gravity of some of the topics, the programme aimed for conversations that were meaningful, insightful yet inspiring.

Impact

From the start, this project was intended to be the first stepping stone for a long-term partnership, which means we've measured the impact of the programme over an extended period of time.

The final celebratory event showed sincere and heartfelt gratitude from all those who took part. For the weeks following, participants positively reviewed the training, particularly the immersive experiences. On a day-to-day basis, we also found the participants were connecting more with their patients and adopting new service behaviours.

At middle management level, the programme led to a re-evaluation of management practices and reframing of leadership behaviours.

The senior leadership team, having seen the positive impact on the team, has reached out to us to continue the development initiatives.

Get in touch if you wish to hear about how we could create a programme matching your vision & values, helping you to retain and increase your client acquisition through leadership and customer service.