Patients Receive A Little More TLC At Davis Hospital
New Concierge Position goes above and beyond the traditional call of medical duty
May 9, 2012
All he wanted was a Dr. Pepper. And she wanted a Five Guys burger, despite the fact that she just came out of surgery. The gentleman down the hall wanted a Crown Burger chocolate shake, so he didn’t have to leave the hospital as his wife recovered from anesthesia. And the lady in the next room down wanted some of that “Energy” body lotion from Bath & Body Works, too.
Patients at Davis Hospital and Medical Center are getting special treatment these days thanks to a newly created concierge position, which Jessica Woodward, 26, considers “the best job in the world.” From doing a patient’s makeup, to shopping for gluten-free snacks, coordinating rides for kids after school, and being an all-around good listener, Woodward does it all.
“I try to anticipate patients’ needs. I always want to exceed expectations,” Woodward said. “And I’m not just here for the patients. I’m here for their families too.”
As of March of this year, Woodward was promoted from her receptionist position, which she held since August 2008, to the newly-created role of Concierge. She’s been charged with taking care of any patient needs that fall outside of traditional healthcare—essentially anything that will make a patient’s stay more enjoyable—on the pediatric, surgery, medical, rehab, and telemetry floors.
“We wanted to create a position that went above and beyond the high level care that our medical staff already provides,” said Mike Jensen, CEO of Davis Hospital and Medical Center. “This role is designed to help reduce or eliminate outside stress factors that patients might experience, make them more comfortable, and in turn help them focus on health and healing.”
To prepare for the new role, Woodward underwent training with Michael Hess, the concierge at Hotel Park City. While she already had great people skills, Hess helped her with communication skills including what to say, how to say it, how to maintain eye contact, and how to be a better listener. Now Woodward puts what she learned into practice daily, exceeding the normal call of hospital duty.
“I want patients to feel important and know that we care,” Woodward said. “I’m excited for this opportunity to make a difference and show everyone how great Davis is.”
And so far, the feedback has been very positive. Woodward has made a big impact already, having received thank you letters from patients who greatly appreciated her help. One such patient wrote that every time she smells her Bath & Body Works lotion, it reminds her of Woodward, and how good she was to her during her hospital stay.