Guest Services Contributes to Patient's Positive Experience

When breast cancer patient Venita Jones showed up one recent morning for surgery at CRMH, she had her own cheerleaders in the form of family members who wore matching white T-shirts. The shirts were emblazoned with the supportive message, "Her Fight is Our Fight." The small group's enthusiasm was infectious and caught the attention of Guest Services representative Lynn Dozier.

"When they came up, I said, 'Oh my gosh! I love those shirts,'" Lynn said. "You usually don't see that. That's what touched me." 

But in her Guest Services role, Lynn, along with the clinical providers made an impression on Venita and her family, too.

"Your staff--from the front door to discharge--everyone was smiling, so comfortable, laughing, the whole time I had a wonderful time," said Venita, whose T-shirt read, "Fighter." Lynn, who became a Guest Services rep five years ago, said she was just doing her job, extending friendly service to Venita and her family by making them feel welcome and answering any questions or providing them directions.

"They were bubbly and had a good attitude," added Lynn, who started with Carilion as a Hospitality volunteer. She said that Venita's family members were "a great support group and an inspiration. These ladies are here for the long haul."