Product details

NYC Health + Hospitals/Elmhurst is the second oldest municipal hospital in New York City, located in the borough of Queens. It belongs to the network of NYC Health + Hospitals, the largest municipal healthcare delivery system in the United States. Elmhurst is dedicated to providing accessible and equitable healthcare services to a diverse population. Seen through the eyes of Pierre Pham, Chief Experience Officer at Elmhurst, the case allows for an exploratory discussion of the differences and parallels between the hospitality and healthcare industries. It tracks the challenges Pierre had to overcome when joining Elmhurst in 2015 and the evolution towards his current focus on 'Humanizing healthcare by bringing hospitality into it'. The case allows for an analysis of healthcare industry challenges viewed through a hospitality lens. In addition, it allows for an illustration of customer journey mapping in the healthcare industry, a discussion of equity issues in healthcare as well as an analysis of future challenges the protagonist needs to address, as seen through a change leadership lens.