Members of Chester County Hospital's Red Coat Ambassadors and Information Desk volunteers.
L-R: Ben Johnson, Connie Prentice, Peggy Pastino, Marie Robinson, Jennifer Moulder, Steve Russell
“Welcome to Chester County Hospital,” is one of the first things a patient or visitor hears upon entering the hospital’s lobby. What they will see is a smile, a welcoming demeanor and a bright red coat. Our team of Red Coat Ambassadors, along with our helpful volunteers who manage the Information Desk, are new additions to the hospital’s team that are proving to be instrumental in providing comfort and ease to hospital visitors.
The Red Coat Ambassadors provide wayfinding guidance, patient and visitor escorts and general information about the hospital to anyone who comes through the lobby. This service became invaluable when the hospital changed the location of its front entrance in early 2017, due to construction. Kathy Stocker, director of Volunteer Services, is quick to credit them with doing much more than providing directions, however.
“They build relationships. One team member has an uncanny way of knowing everyone’s name the minute they walk in the door. Another was invited to a patient’s final radiation treatment for the ringing of the bell, a tradition in Radiation Oncology. They are truly building relationships, and patients, visitors and hospital staff are so appreciative of their presence.”
Prior to beginning their positions, the new employees attended a rigorous orientation. They were trained on the ins and outs of the hospital, how to greet people, how to anticipate someone’s needs before they ask and most importantly, how to make people feel comfortable, heard and understood during times of stress and confusion. “They are a walking, talking public service announcement for Chester County Hospital. They know the hospital began as a 10-bed dispensary in 1892. They know we joined Penn Medicine in 2013 so that patients could get the same world-class care and treatment offered in Philadelphia right in their own backyards,” Stocker said.
The hospital’s team underwent the Acknowledge, Introduce, Duration, Explanation, Thank (AIDET) Patient Communication Model Training which was adapted from Penn Medicine colleagues in Philadelphia. The Hospital of the University of Pennsylvania and the Perelman Center’s Red Coat Ambassador programs were implemented in the fall of 2013.
Chester County Hospital’s Ambassadors were hired as a result of the hospital’s expansion project. “We knew that the ongoing construction and the relocation of the main entrance would be a challenge for our patients and visitors. Bringing on the Red Coat Ambassadors was one of many implementations put in place to mitigate confusion and hardship on our community,” Stocker explained. The department is planning to add an additional five volunteer Red Coat positions in the coming year.
In September 2017, the team escorted more than 225 patients throughout the hospital. Just one month later, that number grew to 250. Individually, the Red Coats walk an average of 10 miles per day as a result of their patient trips. This service is available Monday through Friday from 7:30 AM to 8:00 PM and Saturday and Sunday from 10:00 AM to 6:30 PM.
Several positive reviews of this bright welcoming crew have been received highlighting the value this service brings. One letter of thanks came from an individual whose health issues made walking extremely difficult. After their loved one was admitted to the hospital, the visitor felt anxious about being able to manage the walking involved in coming to visit. Knowing that this guest can now come to the hospital, be personally taken to her loved one and taken back to the front entrance, "has made this challenging situation bearable."
This visitor shared that the Ambassadors are a "blessing to the community and one cannot put a dollar value on what they are doing."
About Chester County Hospital
Chester County Hospital was founded in 1892 as the Chester County’s first hospital. Since then, the non-profit has grown into a 248-bed acute-care inpatient facility in West Chester, PA. The hospital also has outpatient services in Exton, West Goshen, West Grove, Kennett Square and New Garden. In 2013, Chester County Hospital became part of Penn Medicine, which is one of the world's leading academic medical centers, dedicated to medical education, biomedical research, and excellent patient care. In addition to quality-driven medical and surgical services, Chester County Hospital also offers home health, inpatient hospice and skilled nursing care; occupational medicine; outpatient laboratory, radiology and physical therapy services; wound care; cardiopulmonary rehab; and a prenatal clinic for the underserved.