We live in an increasingly experience driven world with expectations at an all-time high. The healthcare sector in all its guises is no different, often operating in complex highly charged environments where concerns and emotions run high. The Hospitality Assured framework supports you to provide consistency, high standards and emotional connections at all the touchpoints throughout the customer journey. Many gestures enrich lives. Hospitality Assured is successfully working with NHS Trusts, private hospitals and care homes to ensure that the voice of patients, residents and their families are heard and moments are memorable. Our process has been successfully implemented in all these environments and provides the front line teams with the reassurance that the organisation maintains a complete commitment to their constituents and individuals are empowered to build interactions with pride, success and customer service excellence. Our work in this area complements perfectly work undertaken by the Care Quality Commission (CQC).