People choose to stay in a Ritz-Carlton,and nonemergency patients have some choice as to what hospital they go to, says Diana Oreck, vice president, Ritz-Carlton Leadership Center. “We want customers for life, and hospitals are looking for referrals,” she says in comparing the 2 businesses. In the past 2 years, 65% of the leadership center’s business has come from health care organizations.

View a PDF of the entire article, as featured in OR Manager July, 2008.