Ever show up at a new location for an important event or meeting, maybe a new city, say a hotel or large office building, and your first response is: “Where am I, and where do I go?”
I certainly have (unfortunately that is happening to me even when I go to an old location!).
No map or sign ever seems to be good enough to navigate, although I do like instructions like “follow the yellow arrow.”
Isn’t it great when someone takes the time to direct you and escort you to where you need to go?
Coming to a large, hospital in an unfamiliar city to navigate your way through an already complex System, is … quite frankly, overwhelming.
As we work toward making it simple to get around a very large institution like Henry Ford Hospital, we have learned from the hotel industry that there is no substitute for a person to help patients through an anxiety.
Regardless of where you’re traveling, it is not uncommon to be assisted by a concierge team when checking into your hotel. You may be greeted by a concierge member who shares with you any necessary information you may need for your stay and he or she is available at any time to answer your questions and concerns.
When coming to a new hospital and clinic, this type of service is vital to lessen the stress and make sure the patient and family can concentrate on the medical issues and return to health.
I was given the opportunity to shadow Delise Baker, one of Henry Ford Hospital’s concierge members from the Referring Physician’s Office.
With approximately 40 percent of outstate growth patients coming to the hospital from more than 35 miles away, this is not only an added customer service amenity for our patients – it’s a necessity. Continue reading