Pedagogical value of a hospitality awards programme

摘要

ObjectiveAssistance Publique-Hôpitaux de Paris (AP-HP), the leading university hospital in France, proposed to offer its services to candidate on a voluntary basis for a hospitality award, certifying compliance to a 240-item home-made questionnaire designed by healthcare providers and patients’ representatives. It combined an objective examination of the services and patients’ questionnaires, covering seven domains: reception and information from admission to discharge; cleanliness, comfort and environment; proposed services (eg, access to Wi-Fi); culture, relaxation and well-being; meals; linen and relationship quality with hospital staff. The procedure was completed in two steps: an initial self-evaluation to detect improvable deficiencies, followed by an awarding visit. A service received the hospitality award if at least 80% of the reference criteria were met during this second evaluation. Here, we describe the construction of this hospitality awards programme and present a comparison of the scores obtained during the two steps.