Improving customer experience in hospitals through hospitality technology - the current digital landscape of Portuguese healthcare, pilot construction and implementation

Abstract

Private healthcare customers are increasingly demanding, requiring providers to enhance not just clinical services but all aspects of the customer experience, including entertainment options. To address this, CUF and Nonius have developed a Proof of Concept (PoC) leveraging Entertainment Technology from the hospitality sector to elevate patient satisfaction. This initiative explores customer feedback before and after PoC implementation, evaluating its impact on the overall experience. The research also assesses the feasibility and potential benefits of deploying the solution at scale, aiming to transform entertainment into a key component of healthcare service excellence.