“Patient experience” is on every strategic plan, but Herold Figareau treats it like an operating system, not a slogan. In this episode of Working Healthcare, host Meredith Hirsh sits down with Herold, a former hospital concierge turned health system leader and consultant, to show how a hospitality mindset can transform care in hospitals and outpatient practices alike. They dig into hiring for attitude over experience, mentoring frontline staff and redesigning check-in and financial clearance so patients and teams face less friction. Herold reveals what health systems can steal from hotels on communication, expectation setting and service recovery, especially in complex high-volume metropolitan markets. He also explains how transparent financials and smarter scheduling help clinicians protect both margins and morale. We invite you to treat this conversation as your working blueprint for welcoming patients like guests at every touchpoint.
Contact Meredith:
Website: meredithhirsh.com
Instagram: @workinghealthcare
Facebook: WorkingHealthcare
LinkedIn: @meredithfhirsh
YouTube: @WorkingHealthcare
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