Hospital campuses vary greatly and can be confusing to visitors when they are trying to get to a specific destination. Some facilities stand alone. Others are in the middle of a city and have buildings surrounding it that are not associated with the hospital. In addition to campus location, it can be unclear of where to park and how to enter a hospital facility.
Additionally, visitors might find that navigating their way around a hospital once inside can be challenging. There are areas where only patients can be, special rooms for visitors and restricted zones for hospital employees. Without proper signage, individuals would never find their way; policies and procedures may be ignored causing safety concerns and just imagine the mass chaos that could erupt during an emergency.
It is important to have proper signage and security officers positioned strategically throughout a hospital campus so visitors can safely arrive at their destination in a timely manner.
Security officers will most likely be the first point of contact for information. They can alert visitors of areas to avoid during their visit if an event is taking place, educate them on a sign’s meaning if it is an image or provide them with directions to their destination.
Furthermore, security officers can be a great resource for visitors as they can offer to escort individuals to their desired location. The benefit of this added level of customer service is an increase in visitor awareness, which can reflect upon patient satisfaction scores. Officers should also have hospital maps available for visitors if they prefer to navigate on their own.
Hospital management should educate their security team to make sure they understand what their facility’s image signs signify. Management should also include the security team in assessment meetings to receive their feedback on signage. Additionally, security officers should be strategically positioned at all entrance points, whether it is a main entrance or parking area, to help visitors when they arrive. Security officers can be a helpful resource during a visit so individuals can remain focused on a positive hospital experience.
Bukowski is the vice president of healthcare, AlliedBarton Security Services.
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