Practicing hospitality contributes to the outcomes of patient-centered care

Abstract

In recent years, scholars have actively promoted the application of hospitality in health care, more empirical evidence becomes necessary to support its integration. In this context, the present study examines how practicing hospitality within patient-centered care is associated with patient outcomes. Using 176 matched datasets from caregivers, their supervisors, and patients in China’s health care sector, the study shows that caregivers’ patient-centeredness is linked to patients’ mental health through patients’ perceptions of hospitality-related behaviors, such as empathy, attentiveness, and courtesy. Caregivers’ communication skills moderate the relationship between patient-centeredness and patients’ perceptions of empathy and courtesy but not attentiveness. Patients’ mental health is also positively associated with their satisfaction with health care services. This study contributes a culturally grounded understanding of how hospitality elements operate within patient-centered care and offers practical insights to guide caregiver training, recruitment, and service improvement in evolving health care environments.