Exemplary Patient Experiences, Always.

 

Exemplary Patient Experiences, Always.

Welcome Team at Oakville Trafalgar Memorial Hospital

With the recent opening of the new, much larger Oakville Trafalgar Memorial Hospital came a brand new challenge – anyone coming for their first time would have no idea where they were going or how to get there!  If our patients and visitors were to have an "exemplary patient experience always" as is Halton Healthcare’s vision, volunteers knew they first needed to help them find their way to their destination quickly so they could arrive calm and relaxed.

Volunteers to the rescue!  A small committee of passionate volunteers set out to determine the best way to help our patients, visitors, staff, physicians and volunteers.  These dedicated leaders expanded the existing Information Desk volunteer role by adding a welcoming/greeter function at the front doors and other key way finding decision points within the building.  They spent hundreds of hours over many months before the move, learning the hospital, creating way finding tools, and designing and facilitating the training of all volunteers on the service.  There are currently sixty enthusiastic Welcome Team members, and more are joining all the time.  These dedicated individuals are here seven days a week, including weekdays from 8 am to 8 pm and mid-day on weekends.

In addition to providing way finding assistance, Welcome Team volunteers help visitors with the parking machine, ordering a taxi, locating a lost spouse, recommending which parking lot to use for their next visit, etc. Their willingness to respond to a variety of needs is unrivalled.  You can literally see the relief and appreciation on the faces of those they help.

We regularly hear positive feedback from visitors about how they are welcomed by numerous volunteers along their route.  This helpful, friendly assistance makes navigating the new larger hospital so much easier.  The volunteers themselves find this work personally rewarding and visitors and staff often thank and compliment them directly. 

We are very proud of how our volunteers so ably anticipated and fulfilled an important customer service function, which has become an invaluable daily service for both our external and internal customers. 

Uncommon content coming soon.