At your service

Community Hospital Concierge

Guests checking in to a luxury hotel expect to find a concierge at their service any hour of the day or night. They can anticipate courtesy and concern, table reservations at a local restaurant, suggestions for recreational activities, directions to the airport, and a whole host of other services designed with their comfort in mind.

Community Hospital, where hospitality is driven by a devotion to "healthcare with a human touch," now offers the same service. At the start of 2007, a concierge service was installed at the information desk at the front of the hospital to make sure guests' needs are met, so they can focus their attention on the more important matters that brought them to the hospital.

"An emergency heart problem, for example, can come at any time of the day or night," says Brian Cosgrove, a Security supervisor at the hospital. "We realize our patients and visitors may not be thinking about where they're going to park their car, or where they're going to stay, or how they'll take care of business. We want them to be able to attend to their loved one while we handle the details."

Members of the hospital Auxiliary volunteer corps staff the desk during the day, ably providing information about the hospital and other assistance associated with concierge service. At night, when the desk used to sit empty, it is now staffed by Security personnel who provide concierge services while also keeping watch over the entrance to the hospital.

"I've been in security for 10 years, now," says Cosgrove, "and of all the things we've worked on, this has the most positive impact. I'm glad to know we have someone there 24 hours a day. People come in under duress and can dins someone to provide a calming influence. It's all about customer service. Our commitment is, if we can do it for you we will, which fits in really well with the vision of the hospital and our credo. Now, it's 'healthcare with a human touch, and a smile.'"