Literal(Know):
Contact
Information:
Kelli Houston: Volunteer Services Director
kelli.x.houston@kp.org
(626)
851-6444
Chleta Butler:
Project Manager II; Volunteer Services/Reception Connection
chleta.d.butler@kp.org
(626)851-5264
·
8/13/2012 8:00AM-11:00AM
§
On my first shift as a
Concierge Ambassador at Kaiser Permanente Baldwin Park Medical Center, I first
received a tour of the facility (Medical Office Building and Medical Center) so
I could learn where the different departments are at and how to guide patients/members
to their destinations. After the quick tour, I got to work at my station, which
is the main lobby located in the medical center. For the next three hours, I
escorted patients/members to where they needed to go, either a department
located in the medical center or medical office building. I also gave patients/members directions on
how to get to the specific department they were looking for.
·
8/14/12
8:00AM-11:00AM
§ On
my second shift as a Concierge Ambassador at Kaiser Permanente, it was pretty
much the same as the day before. For the next three hours, I escorted
patients/members to the department(s) where they needed to go. I also escorted family members of patients to
patient rooms located on the 2nd, 3rd, 4th, and 5th
floors, but mostly on the 2nd and 3rd floors. Also, in the mornings, it is my duty to make sure that the lobby is clean and tidy. I pick up trash that is on the couches, and I arrange the chairs to how they are suppose to be.
·
8/18/12 8:30AM-12:30PM
§ On
the 18th, Saturday, it was a pretty busy day. A few of the
departments that I had to visit were Cardiology, Physical Medicine/Therapy, and
General Surgery. It was also necessary of me to speak Spanish to some
patients/members to better serve them as to where they needed to go. Other
tasks that I had to do were provide a wheelchair to patients/members that
needed them, or wheel them where they needed to go. Since I am not CPR
certified, I am not able to wheel the patients to departments that are located on the 2nd or 3rd
floors, but I am able to take them for example to Physical Medicine/Therapy
since it is on the first floor and it’s a short distance.
Know (Need to Know):
1. How important is customer service when
patients/members visit the hospital?
2. How does good customer service improve the
overall look of the hospital?
3. Why it is important for volunteers know
what good customer service is?
4. Why is it important for volunteers to
establish a connection with patients/members when guiding them to their
destination?
Interpretive:
The most important thing that I gained from my volunteer work at
Kaiser Permanente in Baldwin Park is just being a volunteer at this
hospital. Going to the hospital for
about two weeks now has taught me so much about how important it is for a
volunteer, especially a Concierge Ambassador , to know what good customer
service is because that really is the key for establishing a connection with
patients/members.
Applied:
Although I have not yet picked a topic due to my placement as a
volunteer, I know that I really enjoy working at the hospital, especially being
a Concierge Ambassador. Assisting patients/members as a Concierge Ambassador
has given me valuable experience that one day I might use outside of the
hospital. I really do enjoy my time at the hospital so far because helping
patients/members gives me an immense satisfaction, although the task might seem
small, I can tell that patients/members are really thankful for taking them on
time and to the right place. Being a Concierge Ambassador has also given me the
opportunity to familiarize myself with the buildings, which allows me to do my
job better and effectively. This would also help me when I transfer
departments, or if I have any other volunteering opportunities at the hospital.
