WHERE HOSPITALITY MEETS HEALTHCARE
TRANSLATING THE RITZ-CARLTON MYSTIQUE INTO PATIENT EXPERIENCE
Delivering exceptional customer service is essential to the success of any organization. In healthcare, this imperative is even greater as patients have more choice and higher expectations than ever before. While healthcare organizations understand that patients seek exceptional care, many struggle to embed a patient‑centric mindset and sustain excellence over time. Achieving this requires more than isolated initiatives; it demands a genuine commitment to culture. The Ritz‑Carlton Leadership Center partners with organizations to design and sustain service excellence that elevates experiences, performance, and outcomes.
Learn more about the story of partnership between The Ritz-Carlton Leadership Center and NYU Langone Health’s Ambulatory Network to transform the patient experience. Submit your information in the form below to receive a link to download the full thought leadership paper.
Situation:
NYU Langone Health’s Ambulatory Network faced several challenges associated with rapid expansion—integrating new practices, new people, and new communities—yet making a vast, complex, and growing system feel personal and patient-centric. Inspired by the legendary service of The Ritz-Carlton brand, NYU Langone identified The Ritz-Carlton Leadership Center as the ideal partner to lead them through the task of creating an exceptional patient experience.
Action:
Over three years, The Ritz-Carlton Leadership Center guided NYU Langone Health through the delicate work of cultural transformation. The centerpiece of this work became CARES, a framework serving as a guidepost for every patient interaction. This defined service strategy, CARES, was woven into daily clinical life, shaping not only the quality of care but the quality of connection across the hospital network.
Result:
The partnership had profound and measurable results. From earning national recognition for exceptional care to Press Ganey scores for overall experience reaching new highs, the impact was felt across the system and voiced by patients themselves. Feedback consistently reflected a powerful sentiment: NYU Langone Health’s service should be the blueprint for every hospital in New York City.
Learn More:
Unlock exclusive thought leadership from The Ritz‑Carlton Leadership Center and explore how building a culture of service elevates performance in an organization irrespective of industry. A link to download thought leadership from The Ritz-Carlton Leadership Center will be provided upon completion of the form below.