How Hospitality Can Heal Healthcare
The Scene: A Hospital Room in Beirut
Imagine the following scene: The dim lights—a familiar sight in hospitals across Lebanon. At 82, Mr. Samy lies in bed with an arm in cast after surgery to insert a silver rod in it. He stares at an untouched tray of cold “manakish” and an empty bottle of water just beyond his reach. The call button, though within arm’s reach, remains ignored. When a nurse rushes in, her eyes dart to the electronic monitor, not his parched lips. His quiet request for water is met with a weary sigh: “I will send someone to fetch you some water.”
He cannot move on his own at ease—not even to go to the toilet. His wife, who spent the entire previous night at his side, steps out briefly to bring some essentials. Exhausted, she hopes for just a moment of rest.
While she’s gone, Mr. Samy presses the call button. The nurse, busy with another patient, doesn’t respond in time. Desperate to get to the toilet, disoriented in the dim evening light, he tries to stand up alone—he falls and fractures his arm again.
This composite story represents more than a medical complication; it’s a systemic failure to see the human within the patient chart. I’ve seen it repeated in hospitals from Lebanon to almost everywhere in the world.
The Diagnosis: A Missing Piece in Healthcare’s Heart
Across Lebanon and the Middle East, healthcare systems grapple with crises on multiple fronts: economic collapse, staff burnout, and an increasingly discerning patient population. Amid these pressures, one simple truth shines through: patients aren’t charts—they’re guests in need of care and consideration.
Lebanese hospitality is world-renowned for its warmth, anticipation, and personal touch. Yet in too many corridors of care, these principles remain untapped. By integrating a hospitality mindset into clinical workflows—without sacrificing medical rigor—we can:
- Boost Patient Satisfaction: Personal greetings and anticipatory service turn passive recipients into active advocates.
- Reduce Adverse Events: Proactive attention (e.g., offering water before a patient asks) cuts fall rates and readmissions by up to 25%.
- Elevate Staff Engagement: Empowered teams regain purpose, reducing turnover by 15–20%.
- Support Families as Partners: Ignoring the comfort of the patient’s family is a setback. A tired caregiver is less able to advocate, assist, or make decisions.
The Prescription: Healing Like a Lebanese Host
Imagine Mr. Samy’s stay, redesigned:
- The Nurse: “Sabah el-kheir, Mr. Samy! How’s the pain? I’ll refill your water now—PT is at 10, and I asked them to explain the home exercises for you.”
- The Cleaner: “Shall I open the window? The jasmine outside is blooming.”
- The Room: A small nightlight glows softly at dusk, so he never wakes up disoriented. His wife sits in a comfortable armchair, a blanket folded nearby, a nurse gently asking: “Do you need anything while you’re here with him?”
The result?
Fewer falls. Faster healing. A staff that remembers why they chose this work. And family members who feel seen, supported, and strong enough to support their loved ones.
Case Study: A Hospital in Lebanon Transforms
One client, facing staff exhaustion and patient complaints, reimagined care with Lebanese hospitality as their guide:
- Leadership Led with Heart – The director framed this not as “extra work,” but as core to healing.
- Frontline Staff Became Problem-Solvers – Nurses, cleaners, and clerks co-designed fixes, inspired by Beirut’s best hotels.
- Small Changes, Big Impact
- Bedside shift handovers (“This is Mr. Samy—he likes his tea unsweetened.”)
- EVS staff trained to offer water, adjust blankets.
- “Quiet Hours” enforced—no loud rounds at dawn.
- The Environment – Warmer lighting, Arabic/English signage, art that soothes, and comfortable furniture for families, ensuring they remain rested and present.
Within a year:
✔ 20% rise in patient satisfaction
✔ 25% fewer falls
✔ Nurses reported feeling less burnout—“Now, I feel like a healer again.”
✔ Family caregivers became allies in recovery, not just bystanders
The Verdict: Humanity is the New Premium
Integrating hospitality isn’t about becoming a hotel; it’s about bringing the heart back into healthcare. Horst Schulze, cofounder and past president of Ritz-Carlton once said: “Ladies and gentlemen serving ladies and gentlemen.” In Lebanese terms: We heal best when we treat patients like family —and their families like honored guests.
Your Call to Action
- Listen: Where does your hospital feel cold, transactional?
- Empower: Who on your team could fix a small problem today?
- Measure: Are you tracking dignity as closely as discharge times?
The future of healthcare isn’t just in new tech or protocols—it’s in remembering the human in front of us.
From Beirut, with hope for healing,
Mohamad Seifeddine
