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Guest Services launches four-star family concierge program
By Sarah Maytum
Families and other visitors are getting four-star treatment under Texas Children’s new Guest Services program, which officially began in March.
 The
goal of the Guest Services program is to be a centralized
location where families can receive all the individual support
they need, including assistance with travel arrangements, area
maps and directions, information about hospital programs and
events, or help with
unexpected needs. The program
supports Texas Children’s guiding principle of providing
customer-centered service and ensures families receive excellent
personal attention.
We offer information and referrals to both immediate and extended family. Families can access the service 24 hours a day, seven days a week. We’re a resource for them at all points in their child’s care: before, during and after their visit to Texas Children’s Hospital.
Focus is on non-clinical
assistance
We anticipate much of our program
will be devoted to helping families with the complicated and
time intensive non-clinical arrangements that need to be made in
the course of their child’s medical treatment. There are many
wonderful programs and resources offered through Texas
Children’s Hospital and the community – our mission is for
families to be aware of all the services that can help them.
The start-up of Guest Services provides a referral source for physicians and clinical staff frequently approached by families in need of information and services. Families and staff can access Guest Services through our West Tower information desk representative or by calling 832-824-STAR. Informational brochures about programs and services will also be available to patients and families.
The little things can make a difference
For families with a long wait, Guest Services representatives can provide activities to help pass the time. But most of what Guest Services will assist families with is providing the little things that will make their visit less stressful. Often families aren’t aware of resources available that can relieve their stress. For example, recently we encountered a mom in the lobby who was upset because she was going to have to leave her 5-year-old alone at the hospital so she could pick her mother-in-law up at the airport. We provided her with information about airport shuttle service, and she was able to arrange for her mother-in-law to take the shuttle to the hospital instead.
Our emphasis is on providing high quality, four-star service to families – as evidenced by the Guest Services identifier and phone number. We welcome suggestions and feedback about the program from the medical staff, so please
contact me by e-mail or at 832-824-1706 and let us know how we can help you meet our patients’ needs.
Sarah Maytum is manager of Hospitality Services.
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