What do hotels and hospitals have in common?

According to a recent article in Surgical Neurology International, there are a number of key ways that hospitals can drive patient care improvements by borrowing best practices from the hotel industry. According to the article, Despite widely divergent public perceptions and goals, hotels and hospitals share many core characteristics. Both serve demanding and increasingly well-informed clienteles, both employ a large hierarchy of workers with varying levels of responsibility, and both have payments that are increasingly tied to customer/patient evaluations.