Soon, you will begin seeing UofL Health team members in red jackets at UofL Health – Jewish Hospital, UofL Health – Frazier Rehabilitation Institute and our new UofL Health – Heart Hospital. These employees are part of Guest Services, and their red coats will help distinguish them from the rest of a patient’s health care team.
According to Terrilyn Green, director of Guest Services and Volunteer Services at UofL Health, wearing red jackets will easily make these team members recognizable to our guests as the people they can approach for help.
“They have been trained to be able to answer questions about locations, parking, food, visiting hours, etc. and are able to get other additional information as requested,” she said.
Terrilyn explained how their roles mimic those responsibilities of a concierge service.
“The role of our Guest Services team is to assist patients and visitors in finding where they need to go and assisting in any way to make sure they can get there,” Terrilyn explained. “They look up patients, call for transport and assist patients with mobility issues. With our additional team for the Heart Hospital, we will also have some mobile Guest Services members to help guide people to their destination once they come into the buildings, especially from the parking garage where we find there has been a lot of confusion in the past. We strive to offer help before our patients or visitors must ask.”
Our Guest Services Team at Jewish Hospital, Frazier Rehab Institute and Heart Hospital includes:
- Eunice Gilbert
- Shanta Moore
- Brad Garvin
- Phileda Keeylen
- Nichol Bogan
- Innes Bronner
- Sharon Bracken
- Pamela Beard
- Myah Bagshaw
- Ashley Lewis
- Sincere Gantt
- Caroline Reed
- Director: Terrilyn Green
- Manager: DeAnna Grimsley
- Supervisor: Laura Hume
- Lead: Claire Hambric
Guest Services began at Jewish Hospital and Frazier Rehab Institute in June 2021. Previously, UofL Health had volunteers who covered our entrances as much as they were able. COVID-19 ended our use of volunteers in that capacity.
“Screening tables then took on the monitoring and assistance at the entrances which proved to be very helpful for our patients and visitors,” Terrilyn said. “Once the screening tables were gone, there was an obvious need for consistent monitoring and help at the entrances and the Guest Services team was created.”
Coming into a health care facility can be frightening and often confusing and overwhelming.
“Our patients and visitors have a lot on their minds and need to be able to easily get their questions answered and get to the location they need,” Terrilyn said. “Our Guest Services team is there to help them do just that and do it with kindness and compassion.”
This team has been trained to be compassionate, understanding, patient and empathetic. The team abides by the model of Maya
Angelou’s quote,
“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” — Maya Angelou
If you are at Jewish Hospital, Frazier Rehab Institute or the new Heart Hospital, look for our Guest Services team members in red jackets. When you come across one of those team members, ask them their favorite piece of advice and share your favorite tidbit.
