Greeter program aims to improve the patient experience
Operating Room Director Patricia
(Pat) McCarthy greets visitors
The pilot program was such a success that it has been adopted as a program and expanded to include managers and supervisors where greeters are asked to commit one hour a month, between the hours of 6 and 9 am.
Director of Service Excellence and Special Projects Sarah Gardent explains that the greeter program gives department heads and senior leadership an opportunity to hear firsthand from patients, their family members, and staff about what is going on in the hospital. "If there is an issue or concern from one of our patients," Gardent explains, "the department head is experiencing and hearing that concern on a first-hand basis."
Gardent goes on to explain that many greeters report how impressed patients and visitors are with the program and that their interactions are helping people better navigate the hospital. "Each person entering the hospital has some level of heightened anxiety or stress," says Gardent. "This program provides an important opportunity for a positive first impression to ensure that the patient’s experience at BWFH starts out on the right foot."
Patients have been appreciative of the extra effort made by the greeters and the overall response to the program has been positive from patients and greeters alike. "I think each greeter has had an experience where they walk a patient to an appointment, and they know that they made a positive difference in that patient’s experience," states Gardent. "The thanks provided by the patients are very genuine and real."