KEY INITIATIVE:
GUEST SERVICES/HOSPITALITY PROGRAM

Organizational Priority #3

Demonstrate improvements in clinical and service quality resulting in satisfied customers.

Leader(s)

Maureen Gormley, Jan Weymouth

Collaborators

Outpatient Department, Office of Special Events, Social Work, Volunteer Program, Patient Representatives, Communications

Description

As an identified need from the Patient Advisory Group, the CC should improve customer service. The Office of Special Events will be re-engineered into a new Office of Guest Services. This program will focus on the special needs of patients, families,
and visitors in accessing the Clinical Center from before arrival to departure. Three information sites will be set up in strategic locations in the first floor lobby. Staff will receive appropriate training.

Accomplishments-to-Date

• Benchmarking of other hospital concierge/guest service programs
• Development of scope of new program
• Concept approval and concurrence to proceed from CC Executive Committee

FY2000 Goals

• Hire Director of new Office of Guest Services
• Develop internal customer service training program
• Identify and train guest services representatives to staff hospitality desks in
  three locations
• Train all CC staff (and other NIH employees in Bldg. 10) with direct
  patient/visitor interaction
• Complete transition of CC Office of Special Events to new Office of Guest Services with a new hospitality program launched CC-wide