Five-Star Service Standards
We introduce proven ultra-luxury hotel systems, processes, and operating protocols into clinical care—everything from personalized greetings to immediate issue resolution for both patients and employees.
Who We Are
Medicality Consultants
Medicality Consultants is a consulting partner that blends the art of luxury hospitality with the science of healthcare. We help 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.
What We Do
The Medicality Difference
We operate as a transformative force to enhance patient experience by integrating tried and true hospitality standards into hospital environments. We create a "Patient First" service culture and mindset that permeates every level of the organization, from CEO to the front desk greeter. Our services bridge the gap between clinical outcomes and the service environment, ensuring the vision is bidirectional.
Proactive, not Reactive
We do not just review past data; we implement systems for immediate response to issues while the patient is still in the building.
Holistic Stakeholder Focus
We serve three customer constituencies equally well: ownership, patients, and employees, aligning outcomes that benefit all.
Medicality Consultants Team
Hospitality Visionaries & Healthcare Practitioners
Jim Treadway
Treadway is a lifelong hotelier – operator, developer, and consultant. Former President of Westin Hotels & Resorts North America and then Founder and CEO of Allegis LLC, dba MTM Luxury Lodging and FST Asset Management.
Michel Kliot MD
Dr. Kliot is a neurosurgeon who has led Centers of Clinical Excellence in the field of peripheral nerve surgery. He has been a founding member of several medical device start-ups that have succeeded in improving patient care by taking ideas from the laboratory bench into the clinic.
Kamal Singh MD
Dr. Singh is an accomplished physician and operational leader with a proven record of leading complex organizations and spearheading the transition to value-based care. He is now augmenting this experience as an MBA Candidate at Duke's Fuqua School of Business.
Gerald Grant MD
Dr. Grant is a Distinguished Professor and Chair of Neurosurgery at Duke University and is passionate about providing the absolute best patient experience and outcomes. He is currently an MBA candidate at the Fuqua School of Business.
How We Do It
Our Approach
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 strong 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:
- Hospital ownership: asset value and profitability.
- Patients: satisfaction scores, impact on outcomes, and post-stay social posts.
- Employees: turnover rate and satisfaction survey scores.
Embedded, measurable transformation
- 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 for patients and employees.
- 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 improvement opportunities from those closest to care.
- Measure impact on profit, patient scores (HCAHPS/Press Ganey), turnover, and employee satisfaction.
- Operate with compassion, patience, warmth, sensitivity, and visible care for the institution.
Our Impact
We Produce Measurable Results
Higher satisfaction scores
Earn stronger scores and eligibility for subsidies through consistently elevated patient experience.
Lower turnover
Reduce employee churn and unlock the savings that come with retaining engaged, service-driven teams.
Reputation that attracts
Improve your standing to drive higher demand from patients and referring medical professionals alike.
Our Values and Commitment
Our Values
We operate with compassion, patience, warmth, sensitivity and a discernible, deep sense of caring for the institution served.
Our Commitment
To work collaboratively with all staff relentlessly pursuing the best possible patient and employee experiences.
Contact Us
Ready to elevate satisfaction for your patients and practitioners? Let’s discuss how Medicality Consultants can bring five-star service to your organization.
- Email: jamesbtreadway@gmail.com
- Phone: (206) 310-7772
- Office: 59 S Newport Dr, Napa, CA 94559
We are delighted to meet in person or virtually—whichever feels more comfortable.