Healthcare Industry Challenged to Embrace Hospitality's Enhanced Guest Experience

The Wills Eye Institute of Philadelphia collaborates with hospitality technology group Monscierge to deliver more personalized service and increase patient satisfaction

PHILADELPHIA, May 10, 2013 /PRNewswire/ -- Could Health Care 2.0 be already in the making? A recent study by the Health Research Institute at PricewaterhouseCoopers (PwC) states 72% of consumers ranked personal experience as a main factor when choosing a medical provider. Meaning, patients realize they have options - especially those wise to the power of social media. Providers not embracing a "hospitable" perspective are losing both loyalty and revenue by not delivering a higher level of personalized service, satisfaction and overall experience.  

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The Philadelphia-based hospital Wills Eye Institute understands the "enhanced experience" methodology, and has made an unprecedented move by seeking advice from leaders in hospitality, namely the technology group Monscierge.

"Hospitality by nature is encompassing of the medical field, but unlike healthcare systems in other countries where options are not readily available as in the U.S., patients have a choice. Wills Eye is committed to embracing the spirit behind providing an enhanced "guest" experience for patients. We sought out to find the best in the industry - Monscierge's reputation precedes them.  The addition of their touch-based technology product suite has enabled us to connect with our patients and visitors like never before," said Joe Bilson, CEO Wills Eye Institute.

Monscierge approaches the user experience with seemingly unconventional methods making it difficult to categorize the company as just a software and design firm. "We purposely spent our first couple of years focusing on creating the software back-end, revising user-interface designs, and listening to pain points of both guests and staff - before really inserting our product's answer in the market," states Monscierge CEO Marcus Robinson. "We literally have 13,000 plus hotel technology tools and applications completed and available, and it's scalable to a single property - or a brand with hundreds of sites. We were not looking to seek out growth in a vertical market, but Wills Eye is so passionate about their patients – and we wanted to be a part of that. It's good for understanding user's perspective."  

"More than a decade ago, in other industries like banking, airlines, and retail - the emergence of the Internet was driving information transparency and creating disruptive changes," Paul D'Alessandro, global leader of customer practice for PwC. He observed, "Healthcare somehow stayed at arms-length from this disruptive wave. But now the same disruptive wave has hit the healthcare industry. That's the opportunity we see today."

About Wills Eye: 

Wills Eye Institute is a global leader in ophthalmology, established in 1832 as the nation's first hospital specializing in eye care. U.S. News & World Report has consistently ranked Wills Eye as one of America's top three ophthalmology centers since the survey began in 1990 and provides the full range of primary and subspecialty eye care for improving and preserving sight, including cataract, cornea, emergency care, glaucoma, neuro-ophthalmology, ocular oncology, oculoplastics, pathology, pediatric ophthalmology and ocular genetics, refractive surgery and retina.

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About Monscierge, LLC:

Monscierge is an international software company specializing in innovative hospitality solutions. Founded in 2009, this global, private Oklahoma City-based firm has developed a suite of products that facilitate elegant connections between hotels, brands, chains and their guests through lobby devices, mobile and tablet applications and other customized solutions dedicated to improving guest experiences and hotel relations.

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SOURCE Monscierge, LLC