Unreasonable Hospitality

I came across this book title not too long ago via a podcast. The author took over a small, struggling restaurant and turned it in to one of the best in the world in a relatively short period of time. The focus was on providing people with more than they expected. Every detail of their experience was curated or catered to. The hospitality was top notch.

Becoming the best restaurant in the world is no small feat, in fact it is remarkable. The part that is mundane is the fact that, in order to get there, it required paying attention. Medicine today is a business that does not provide that key element required for being the best in the world. Most medical offices are difficult to distinguish from factory lines. Patients are shuttled through the line, occasional questions here and there, finishing with an order to accommodate their request. That also sounds like most fast-food lines too. Attention to detail is minimized. Requests are fulfilled, however without much forethought nor afterthought.

What if medicine could be different? What if your provider took the time it takes to make better decisions and provide a higher level of care? Offering services that go above and beyond what is expected could become the normal way to do things. This is what is necessary to change our current system and make our health a top priority. Pay attention, exceed expectations and become the best in the world.

Austin Ulrich, Physical Therapist