New 'Greeters' Helping Visitors Find Their Way

December 05, 2002
Contact: Victoria Kleemann (415) 353-1196

New "greeters" are helping patients and visitors find their way at UCSF Medical Center by providing services such as wheelchairs when needed, directions to hospital units and clinics and pointing out bus stops or calling cabs.

Vicki Kleemann, director of Volunteer Services, said the greeters' job goes far beyond just giving directions. "It's really more pro-active," she said. "It's looking out for people. The main emphasis is really to provide the best customer service."

Greeters are equipped with handheld devices or personal digital assistants (PDAs) to access the Internet and make phone calls. Each greeter workstation also is fitted with brochures, maps, menus, public transportation information and other materials.

Kleemann said the program, which began on Dec. 2, already is paying off. One greeter reported that two patients came back after their appointments just to thank him for his help.

Greeters -- uniformed in blue blazers with gold buttons and khaki pants -- are Shirley Wing at the Ambulatory Care Center (ACC) from 9 a.m. to 6 p.m.; Denny White at the hospital main entrance from 8 a.m. to 5 p.m.; and Bob Kuntz, at I Level in Millberry Union from 7:30 a.m. to 4:30 p.m. The new employees completed a weeklong training program before beginning their new duties. The program is part of the medical center's initiative to improve patient satisfaction.