According to the national insurance and surety commission from 2009 to 2016, the supply of private hospitals in Mexico has increased by 60%. For hospitals, it is crucial to have important differentiators from their competition; one of them is quality of service. According to Buitrago (2007), patient satisfaction is highly related to the treatment they receive from the staff, and the hospital facilities. High levels of customer satisfaction exert a positive effect on their loyalty (Iglesias & Torres, 2002).
Because of this need, a Mexican private hospital set the objective of providing an excellent service on patient and family care, guaranteeing the best experience in its two Academic Medical Centers. Thus, declaring their vision "We take care of your health better than anyone, training excellent professionals”.
We implemented a training program for the service leaders on both medical academic centers. Through a five-week workshop, the participants were expected to implement five strategies based on positive leadership (Job crafting, Appreciative Inquiry, Character Strengths, Compassion and Resilience) to facilitate the implementation of an organizational change aimed at generating an experience of extraordinary service through a series of guidelines and protocols of attitudes and behaviors, called the BEING and DOING of the experience. We worked with a population of 34 participants. As a result, we found that leadership techniques served as a mean to facilitate the implementation of these guidelines. Further results will be discussed.