Historically, hospital institutions came out of the Middle Ages. The unfortunates who found themselves in these places included the poor, pilgrims, travelers, old and the orphaned. Started by Christians to take care of their own monks, hospitals were the epitome of charity and hospitality to its consumers. The purpose of this paper is to use the Gap Theory to explore the nurse-patient relationship within a hospitality setting. This information will be used to clarify points within patients' hospital stays that could have an effect on the patients' intent to return or recommend the institution. Four key attributes were discovered through the review of literature that can help nurses and patients enhance the therapeutic relationship. Trust, hospitableness, flexibility and activation are all attributes that must be present in this relationship for it to reach the full potential. Comprehensive trainings done often can help hospitals keep their nurses and other medical staff updated and educated on these attributes. Literature supports the possibility that hospitals would benefit from an added position: the Hospitality Ambassador. This person would be able to take on non-clinical roles to help relieve the burden of the nursing staff while providing the personalized service that patients have come to expect.

Made available in DSpace on 2016-04-25T16:44:29Z (GMT). No. of bitstreams: 1 Luzeni Pereira Borges.pdf: 483205 bytes, checksum: da705dda3c1f34e1507aed15bf112f50 (MD5) Previous issue date: 2012-06-04 / Hospital organizations have an important role in the market due to its economic, social function and to promote health to the people. They are complex and unique institutions, given the history, structure, variety of employees, local legislation, among other features. As part of hospital management, hospitality has received much emphasis on the aspects of humanization of care and in shaping the strategy associated with increased efficiency and competitiveness. To make the stay of the patient experience more enjoyable and make life easier for doctors who serve the institution, many hospitals are creating additional services using the tools from the service industry, especially hotels. The aim of this study is to analyze the hospitality management in philanthropic hospitals of excellence located in the city of São Paulo and understand how they work toward these new services. To analyze the hospitality management, we chose a reference group of hospitals in the Brazilian health system with Certificado de Entidade Beneficente de Assistência Social (philanthropic), accredited and considered to be of excellence by the Brazilian Health Department. We adopted an approach empirical-analytic, by conducting multiple case studies. The results of the study have identified that the hospitality management is not a differentiation factor or a competitive advantage but a case of leveling between the studied hospitals a way that allow to provide the same service level offered by other hospitals of excellence / As organizações hospitalares têm um importante papel no mercado por sua função econômica, social e por promover a saúde. São instituições complexas e particulares, dada a história, a estrutura, a variedade da mão de obra, a legislação local, entre outras características. No âmbito da gestão hospitalar, a hotelaria tem recebido destaque tanto nos aspectos de humanização do atendimento quanto na conformação da estratégia associada ao aumento de eficiência e competitividade. Para transformar a estada do paciente em uma experiência mais prazerosa e facilitar a vida dos médicos que atendem na instituição, muitos hospitais estão criando serviços adicionais utilizando as ferramentas da indústria de serviços, especialmente dos hotéis. O objetivo deste estudo é analisar a gestão da hotelaria hospitalar em instituições hospitalares filantrópicas de excelência localizadas na cidade de São Paulo e entender como elas atuam frente a esses serviços. Para analisar a gestão da hotelaria hospitalar, escolhemos um grupo de hospitais referência na saúde brasileira, portadores de Certificado de Entidade Beneficente de Assistência Social (filantrópicos), acreditados e considerados de excelência pelo Ministério da Saúde. Adotamos abordagem metodológica empíricoanalítica, por meio da condução de estudos de casos múltiplos. Os resultados do estudo permitiram identificar que a gestão da hotelaria hospitalar não é um fator de diferenciação e de vantagem competitiva, mas sim de equiparação entre esses hospitais estudados um caminho para não deixar de disponibilizar o mesmo nível de serviço oferecido pelos demais hospitais de excelência