Main Lobby Staff Go Above and Beyond to Make Patient Experience Better

Barbara and Jenny work the Main Lobby at CFMH, they started seeing patients coming in for appointments for neurology. Franklin County was glad to welcome Neurology to Rocky Mount, but the office was not on the hospital campus, it was across town.

Hating to see patients park and come in only to find out they were in the wrong place these ladies started working with the patients to try and figure out why they were coming to the hospital.

After some investigation they found that the patient’s instructions told them to go to Carilion Clinic Neurology Franklin. Patients assumed this meant the hospital.

Their devotion to helping patients led to the information being shared with the practice so the wording could be updated to prevent patient confusion.