Having a baby is an emotional as well as physical experience and it should be a time when the mother and her family feel relaxed and cared for, especially in a new environment. Winnie Palmer Hospital for Women & Babies in Orlando, Florida understands this and made it their number one priority to provide parents and their babies with the utmost in personalized comfort and pampering.
Five-star service for patients and families
In 2005 Orlando Health created a hospital concierge program for Winnie Palmer Hospital to provide a variety of nonclinical services to make a patients stay as comfortable as possible, which puts the hospital at the front of a very strong trend in patient care. Patient satisfaction is important in the healthcare industry because it ties directly to government funding.
Winnie Palmer Hospital had an overwhelming challenge to organize and prioritize its growing number of nonclinical patient requests for services, events, and information. In response, Orlando Health, which operates the hospital, hired Jenna Stallard as its customer relations manager to oversee what is today a very successful patient concierge program. Stallard was previously with Marriott Vacation Club International which uses The Concierge Assistant ® a comprehensive hospitality concierge software system from Gold Key Solutionsat all its properties to improve guest service. Based on her experience with Marriott, she recommended the hospital utilize it to streamline and standardize nonclinical patient services.
“Our mission is to meet the nonclinical needs of our patients and provide them with a memorable experience via our comprehensive amenities program,” Stallard said. “Hospital concierge service is a hot trend, and I am proud that our facility is a leader. We would not be able to provide our extensive suite of services without Concierge Assistant. It is at the heart of our department and program.”
The concierge staff of six at Winnie Palmer Hospital creates a warm, welcoming, five-star resort atmosphere for each patient. The 254-bed hospital offers services that include:
• Upgraded in-room amenities
• Celebratory gourmet dinners
• In-room spa services for post-partum patients
• Complimentary movie rental
Baby showers to go
One of the staff’s favorite examples of how they use Concierge Assistant is baby shower planning for women who entered the hospital earlier than planned and might have missed the fun of being showered with gifts for the baby from family and friends. With their concierge program, all of the information they need for the appropriate vendors is at their fingertips. This type of personal, warm interaction is what sets Winnie Palmer Hospital apart from other hospitals with similar medical offerings.
“One couple called to request the exact same gourmet four-course meal to celebrate their most recent birth they shared after the birth of their first child,” said Stallard. “Of course we record each patient’s personal requests in our system so we could easily fulfill their request. We keep track of all preferences like spa services, favorite foods, and upgraded amenities to anticipate their needs and provide personal services.”
The hospital’s professional concierge program gives patients an easily accessed central location to request services, instead of distracting the nursing staff from their duties. The time they give back to their clinical staff is invaluable to the hospital.
“We put Concierge Assistant to work the day we started our training,” said Stallard. “In addition to tracking patients’ service requests, we use the reporting feature to track, trend and bill, which saves us a tremendous amount of time since we keep our service billing separate from the clinical system. We want our patients to leave Winnie Palmer Hospital with the best possible experience.”
Arnold Palmer Hospital for Children also recently implemented Concierge Assistant and they anticipate equally positive results in the coming years.
About Orlando Health
Orlando Health is a $1.5 billion not-for-profit health care organization and a community-based network of nine hospitals and care centers in the Orlando region. The organization, which includes the area’s only Level One Trauma Centers for adults and pediatrics, is a statutory teaching hospital system that offers both specialty and community hospitals. They are: Orlando Regional Medical Center; Arnold Palmer Hospital for Children; Winnie Palmer Hospital for Women & Babies; Lucerne Hospital; Dr. P. Phillips Hospital; South Seminole Hospital; South Lake Hospital (50 percent partnership); St. Cloud Regional Medical Center (20 percent partnership) and M. D. Anderson Cancer Center Orlando – the first affiliate of one of the nation’s premier cancer centers The University of Texas M. D. Anderson Cancer Center in Houston. Orlando Health’s areas of clinical excellence are heart and vascular, cancer care, neurosciences, surgery, pediatric cardiology and oncology, neonatology, and obstetrics and gynecology.
About Gold Key Solutions
Gold Key Solutions ’ The Concierge Assistant improves guest services and staff communication by creating orderliness and accuracy throughout the entire concierge process for hotels of all types. The Windows-based software application increases staff efficiency and reduces expenses by automating all guest services activities and reporting, allowing managers to put in place a standard of excellence that may be continually refined. The system is available either as a property-based solution, or as a Web-based system that may be accessed online with most browsers. The Concierge Assistant is used by over 400 full-service Ritz-Carlton, Marriott, Hyatt, Starwood, St. Regis, Four Seasons and other quality properties. The system is also employed by many residential living properties and by personal assistant and professional concierge companies to optimize services to each client.
Gold Key Solutions
Newton Gore, President
28720 Roadside Drive
Agoura Hills, CA 91301
Phone: (818) 865-0006
Julie Keyser-Squires, APR
180 River Springs Drive NW
Atlanta, GA 30328
Logos, product and company names mentioned are the property of their respective owners.