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A LITERATURE REVIEW: GAP THEORY, THE NURSE-PATIENT RELATIONSHIP, AND THE HOSPITALITY AMBASSADOR

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Date Issued:
2011
Abstract/Description:
Historically, hospital institutions came out of the Middle Ages. The unfortunates who found themselves in these places included the poor, pilgrims, travelers, old and the orphaned. Started by Christians to take care of their own monks, hospitals were the epitome of charity and hospitality to its consumers. The purpose of this paper is to use the Gap Theory to explore the nurse-patient relationship within a hospitality setting. This information will be used to clarify points within patients' hospital stays that could have an effect on the patients' intent to return or recommend the institution. Four key attributes were discovered through the review of literature that can help nurses and patients enhance the therapeutic relationship. Trust, hospitableness, flexibility and activation are all attributes that must be present in this relationship for it to reach the full potential. Comprehensive trainings done often can help hospitals keep their nurses and other medical staff updated and educated on these attributes. Literature supports the possibility that hospitals would benefit from an added position: the Hospitality Ambassador. This person would be able to take on non-clinical roles to help relieve the burden of the nursing staff while providing the personalized service that patients have come to expect.
Title: A LITERATURE REVIEW: GAP THEORY, THE NURSE-PATIENT RELATIONSHIP, AND THE HOSPITALITY AMBASSADOR.
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Name(s): Tanner, Michelle, Author
Iskat, Wilfried, Committee Chair
University of Central Florida, Degree Grantor
Type of Resource: text
Date Issued: 2011
Publisher: University of Central Florida
Language(s): English
Abstract/Description: Historically, hospital institutions came out of the Middle Ages. The unfortunates who found themselves in these places included the poor, pilgrims, travelers, old and the orphaned. Started by Christians to take care of their own monks, hospitals were the epitome of charity and hospitality to its consumers. The purpose of this paper is to use the Gap Theory to explore the nurse-patient relationship within a hospitality setting. This information will be used to clarify points within patients' hospital stays that could have an effect on the patients' intent to return or recommend the institution. Four key attributes were discovered through the review of literature that can help nurses and patients enhance the therapeutic relationship. Trust, hospitableness, flexibility and activation are all attributes that must be present in this relationship for it to reach the full potential. Comprehensive trainings done often can help hospitals keep their nurses and other medical staff updated and educated on these attributes. Literature supports the possibility that hospitals would benefit from an added position: the Hospitality Ambassador. This person would be able to take on non-clinical roles to help relieve the burden of the nursing staff while providing the personalized service that patients have come to expect.
Identifier: CFH0003795 (IID), ucf:44774 (fedora)
Note(s): 2011-05-01
B.S.
Rosen College of Hospitality Management, Rosen College of Hospitality Management
Masters
This record was generated from author submitted information.
Subject(s): hospitality
hospitals
GAP Theory
Nurse-Patient Relationship
Hospitality Ambassador
Persistent Link to This Record: http://purl.flvc.org/ucf/fd/CFH0003795
Restrictions on Access: public
Host Institution: UCF

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