Five-star service standards
Proven ultra-luxury hotel systems, processes, and operating protocols brought into clinical care — from personalized greetings to immediate issue resolution for patients and employees.
Hospitality consulting for hospitals & health systems
Healthcare meets five-star hospitality.
We bring the service standards of the world’s finest hotels into hospitals — so patients feel genuinely cared for, and the people caring for them thrive.
- Westin Hotels & ResortsFormer President, North America
- Duke UniversityChair of Neurosurgery
- Centers of Clinical ExcellencePhysician-led patient care
Who we are
The art of luxury hospitality, the science of healthcare.
Medicality Consultants is a consulting partner that helps hospitals transform clinical environments into five-star experiences that energize practitioners and delight patients.
By applying world-class service principles from ultra-luxury hotels, we elevate every patient touchpoint while equipping care teams to thrive. Exceptional patient and employee satisfaction become your new standard.
Well-cared-for employees deliver superior care. Everything we do begins there.
The Medicality difference
A patient-first culture, from the CEO to the front desk.
We integrate proven hospitality standards into hospital environments, bridging the gap between clinical outcomes and the service experience.
Proactive, not reactive
We don’t just review past survey data. We implement systems that respond to issues while the patient is still in the building.
Every stakeholder, equally
We serve three constituencies equally well — ownership, patients, and employees — aligning outcomes that benefit all.
A message from our founder
Why hospitals deserve hotel-grade care.
Hear directly from Jim Treadway — former President of Westin Hotels & Resorts North America — about the vision behind Medicality Consultants and the hospitality standards we bring into healthcare.
Jim TreadwayFounder, Medicality Consultants jim@medicalityconsultants.com
How we do it
An embedded, measurable transformation.
We blend luxury hospitality playbooks with behavioral psychology to build a service-first culture that uplifts patients, employees, and ownership alike.
Patient-first by design
- Apply proven ultra-luxury hotel methods and behavioral psychology to create a patient-first mindset.
- Secure buy-in from leadership through frontline staff to build a service culture that treats patients and employees as customers.
- Center on the principle that well-cared-for employees deliver superior service and performance.
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Serve ownership, patients, and employees equally well, measuring success by:
- Ownership — asset value and profitability
- Patients — satisfaction scores, impact on outcomes, and post-stay reviews
- Employees — turnover rate and satisfaction survey scores
Inside your operations, every day
- Embed within hospital operations with full access to understand current-state realities.
- Track patient satisfaction and emotional status alongside medical charts for a holistic view.
- Audit HR processes end to end to attract, train, motivate, and retain the right people.
- Coach leaders, clinicians, and service teams to model “service first” behaviors.
- Strengthen pre-arrival communication, in-hospital touchpoints, discharge, and post-stay follow-up.
- Respond immediately to patient and employee issues so concerns are resolved before discharge.
- Hold regular management huddles to map daily and weekly consultant activities.
- Host employee forums to surface improvements from those closest to care.
- Measure impact on profit, HCAHPS and Press Ganey scores, turnover, and employee satisfaction.
- Operate with compassion, patience, warmth, sensitivity, and visible care for the institution.
Our impact
Results you can measure.
Higher satisfaction scores
Stronger HCAHPS and Press Ganey results, and eligibility for subsidies, through a consistently elevated patient experience.
Lower turnover
Reduced employee churn — and the savings that come with retaining engaged, service-driven teams.
A reputation that attracts
An improved standing that drives demand from patients and referring medical professionals alike.
Our team
Hospitality visionaries & healthcare practitioners.
A rare pairing: a lifelong luxury hotelier alongside physicians who have led clinical excellence from the inside.
Jim Treadway
FounderA lifelong hotelier — operator, developer, and consultant. Former President of Westin Hotels & Resorts North America, then Founder and CEO of Allegis LLC, dba MTM Luxury Lodging and FST Asset Management.
Michel Kliot, MD
NeurosurgeonA neurosurgeon who has led Centers of Clinical Excellence in peripheral nerve surgery, and a founding member of several medical device start-ups that improved patient care by taking ideas from the laboratory bench into the clinic.
Kamal Singh, MD
Physician & Operational LeaderAn accomplished physician and operational leader with a proven record of leading complex organizations and spearheading the transition to value-based care. MBA at Duke’s Fuqua School of Business.
Gerald Grant, MD
Chair of Neurosurgery, Duke UniversityDistinguished Professor and Chair of Neurosurgery at Duke University, passionate about delivering the absolute best patient experience and outcomes. MBA at the Fuqua School of Business.
Bring five-star service to your hospital.
Schedule a ConsultationWhat guides us
Our values & commitment.
Our values
We operate with compassion, patience, warmth, sensitivity, and a discernible, deep sense of caring for the institution we serve.
Our commitment
To work collaboratively with all staff, relentlessly pursuing the best possible patient and employee experiences.
Questions
Frequently asked questions.
About healthcare hospitality consulting and how we work with hospitals.
What does a healthcare hospitality consultant do?
We bring the systems, service standards, and operating protocols of ultra-luxury hotels into hospitals and clinics. That means designing every patient touchpoint — pre-arrival, arrival, the stay, discharge, and post-stay follow-up — so patients feel genuinely cared for, while giving staff the tools and support to deliver that service consistently.
How is Medicality different from a traditional patient experience consultancy?
We are proactive, not reactive. Instead of only reviewing survey data after discharge, we embed within your operations and put systems in place to resolve patient and employee issues while the patient is still in the building. Our team pairs a former President of Westin Hotels & Resorts North America with practicing physicians and clinical leaders.
How do you measure results?
We measure impact for all three constituencies we serve: ownership (asset value and profitability), patients (HCAHPS and Press Ganey scores, impact on outcomes, and post-stay reviews), and employees (turnover rate and satisfaction survey scores).
Why does employee experience matter for patient satisfaction?
Our approach is built on a principle proven in the finest hotels: well-cared-for employees deliver superior service. We audit HR processes end to end — how you attract, train, motivate, and retain people — and host employee forums so the people closest to care help shape the improvements.
Where do you work, and can we meet virtually?
We are based in Napa, California and partner with hospitals and health systems across the United States. We are delighted to meet in person or virtually — whichever is more comfortable for your team.
How do we get started?
Send us a note through the consultation form on this page. We will arrange an initial conversation to understand your goals, your current patient and employee experience, and whether an embedded engagement is the right fit.
Start the transformation
Let’s talk about your patients.
Ready to elevate satisfaction for your patients and practitioners? Tell us a little about your organization and we’ll be in touch personally.
- Telephone (206) 310-7772
- Office 59 S Newport Dr
Napa, CA 94559 - Meetings In person or virtually — whichever you prefer.
Request a consultation
Share a few details and a member of our team will be in touch personally.