I just had a healthcare experience that felt like the Four Seasons. It cost about the same as a doctor's visit before I hit my deductible. Last week in London, I spent 40 minutes at Neko Health. In those 40 minutes, I got a full body scan, blood work, vitals, and an unhurried sit-down with a doctor who walked me through every result. Over 2,000 images of my body. Every spot scanned. Diagnostics delivered in real time. The technology is extraordinary. But the technology isn't what I keep thinking about. What stood out was the hospitality. A robe that matched the room I was assigned. Slippers that actually fit. Rooms designed as a single connected sequence, undress, scan, blood draw, doctor consult, each space flowing into the next like chapters in one story. I was never shuttled. I was never processed. Every detail had been considered by someone who clearly cared. I am, by my own admission, high maintenance. I am also discerning. I notice when a candle is the wrong scent for the room. I notice when a hotel lobby is overlit. I notice when service is choreography versus when it's actually care. This was care. We talk about healthcare being broken, and we usually mean cost and access. We don't talk enough about how cold it feels. How dehumanizing the gowns are. How fluorescent the waiting rooms are. How rushed every doctor is. How much of the experience has been engineered for the system instead of the human inside it. Neko closed the technology gap and the warmth gap at the same time. That is the real breakthrough. As someone who builds in this space, I notice when something is genuinely new. This is. There is a 300,000-person waitlist. They are opening in New York soon. Get on the list. A huge thank you to Chrysi Philalithes, Dee Poku Spalding, and The WIE Suite community for making this possible.
Been on my list.
Nathalie Walton -- the same but different. I recently toured an OB/GYN clinic in Tokyo where the exam chair is a cushioned soft pink, lifts the patient into position for the exam and offers a privacy screen between the doctor and patient. Far cry from the gurney + stirrups we've been conditioned to expect.
I’m so glad you got to be one of the first Americans to experience Neko ahead of the New York launch! 🚀 And all thanks to the serendipity of you wearing The New Guard Summit baseball cap at Heathrow!
The robe matched the room. The slippers actually fit. That is not a detail. That is a decision. Someone chose to make the patient feel like a guest. That choice shows up everywhere in the experience and it is the hardest thing to copy.
Thanks for sharing Nathalie Walton. Good service/hospitality/how a company/environment makes you feel is everything! Will join the waitlist 🙏
oh how i wish this was the standard of care we all received across the globe. i am so glad you felt held (like you deserve) Nathalie Walton
The lighting in this photo felt inviting as well.
Jon Romano reminds me so much of your work and more importantly your mindset with bridging local governments to their communities more effectively through a hospitality mindset!
Did it. Recommend it. Please do it.
I was body scanned in Tokyo as part of the World's Expo. I wrote about that experience recently. The kinds of insights that you get almost instantly were amazing even then and it seems that the technology has only improved. The reaction from a majority, a Japanese expo attendee, was wild to see because they were just fascinated and really eager to be scanned and receive insights about how to better their health. This experience sounds even more luxurious and comforting as well as well-designed. I think we'd all be very interested in this kind of different perspective on concierge and continuous care.