Member News Releases

FOR IMMEDIATE RELEASE:
March 11, 2009

Silver Cross Hospital Employees Switch Roles to Enhance Customer Service

In an effort to provide seamless service to Silver Cross Hospital guests, the Service Ambassadors, Valet Parking Attendants, Security Officers, Shuttle Bus Drivers, Java City staff, and Volunteers are switching roles to take customer service to the next level. By learning from one another and taking time to walk in someone else's shoes, staff and volunteers are perfecting their skills and talents to provide the ultimate Silver Cross Experience.

"I had an idea of what a Service Ambassador did - they greeted the patients as they entered our building. But after job shadowing Service Ambassador Anna Camacho, I have a better understanding of what she does, I really enjoyed the day and being able to help others in their time of need," said Lillie Roberts, a 40-year employee with Nutrition Services. "As a Service Ambassador, you are not only greeting people, you are giving them directions, helping them check-in and reducing any nervousness they may have coming to a hospital."

The Silver Cross Experience Begins Instantly
The second a guest steps foot on the hospital's campus a first impression is made simply based on the appearance of the buildings and grounds. Then as a patient arrives in the parking lot, the Shuttle Bus, Courtesy Cart and Security staff starts the positive experience by offering patients and visitors a ride to the hospital. Although, some patients may choose to valet park—a service not offered at many hospitals. No matter if the sun is shining or snow is blowing the Valet employees - John Allen, Emily Gura, Frank Rister, Joe Sanchez and Bobby Stroud – graciously assist patients. The Service Ambassador then welcomes and assists guests as they enter the Smith Pavilion. At this point, Lillie provides a friendly smile and a hot beverage in Java City for guests to enjoy.

By working together as one cohesive team, these individuals look for opportunities to provide personal service to guests. This unique collaboration across departments and teammates is just one of the many reasons that Silver Cross Hospital is in the top 20% of hospitals in the country for outpatient satisfaction.

As a result of the job shadowing program, some of these employees and volunteers have begun other new customer service initiatives.

This winter, the hospital security van began operating as a courtesy shuttle to help better serve employees and guests. These volunteers work together as a team with employees who are offering rides in the shuttle bus.

Further, a pilot program was started on the Pediatric Unit where volunteers round the unit and visit patients and their families providing that personal service to make a difference like delivering fresh water pitchers, fresh coffee, light snacks, an extra blanket or a pillow. It has been discovered that movies, crayons/coloring books, games and puzzles are very popular with the young patients. Upon arrival on the unit, volunteers check with staff to see if they are aware of any patient that needs special attention. After they take care of patients needs, the volunteers assist staff with clerical projects and stocking supplies. After which they once again round on patients and see if they have additional needs. Eventually this program will be opened to the other units.

Those interested in applying for possible consideration to become a volunteer can call the Volunteer Office at (815) 740-7117.

Silver Cross Hospital is thankful to all these employees who have moved out of their comfort zone to learn about a co-workers role to enhance the Silver Cross Experience for patients.

About Silver Cross Hospital
Silver Cross Hospital is a not-for-profit health care provider serving Will County and southwest suburban communities since 1895. Silver Cross has been recognized as a Thomson Reuters 100 Top Hospitals National Award winner for the last four consecutive years and as one of America's Most Customer Friendly Hospitals by the American Alliance of Healthcare Providers. With over 2,500 employees, physicians and volunteers, Silver Cross operates a 304-bed acute care hospital and eight satellite facilities providing outpatient services and physician offices. Construction has begun to build a state-of-the-art replacement hospital opening in 2012 in New Lenox. To learn more about Silver Cross Hospital or a referral to a physician on staff, visit www.silvercross.org or call 1-888-660-HEAL (4325).