A Good First Impression

Patient-friendly touches make navigating the Baylor Dallas campus easier than ever.

Unlike a community hospital, where a patient can drive up, park and walk through a single main entrance, a large, widespread medical campus like Baylor University Medical Center at Dallas poses a bit of a navigational challenge. But some recent improvements make finding your way around a little easier.

"Our goal is to give patients a more positive experience by enhancing the patient-friendly aspects of the campus," says John B. McWhorter III, president, Baylor Dallas.

Seeing the Signs
A quick glance at the Baylor Dallas map reveals an assortment of towers, freestanding facilities and parking areas spanning several city blocks. To make it easier for people to get where they need to go, signage is being updated. Large signs outside buildings direct drivers toward specific buildings, while new interior "way-finding" signage guides patients to individual departments.

To improve access, a circular driveway is planned between Truett and Hoblitzelle hospitals. Also, valet parking is offered at more locations on campus.

Friendly Faces
When you're arriving for a medical appointment and you're not sure where to go, there's nothing like a friendly face ready and willing to help. That's the idea behind the concierges stationed in the Roberts, Jonsson and Truett lobbies and in the emergency department waiting room. The concierges greet people and help them find their destination- or escort them to it. Each concierge also has access to a wheelchair, in case a patient is unable to walk.

The newest concierge is Vic Green in the lobby of Baylor Medical Plaza. He's on duty from 5 a.m. until 1:30 p.m. to assist patients arriving for surgical procedures and anyone needing assistance.

The concierge idea is a success on all fronts, according to Randy Elms, manager, patient and family services at Baylor Dallas. He says, "We've had a very good response from patients and staff members," who all have commented about how nice it is to have someone greet them so cheerfully and answer their questions.

A Spirit of Excellence
All of these improvements go hand in hand with the Spirit of Excellence program, a hospital-wide initiative focused on making Baylor Dallas a patient-centered hospital.

McWhorter says, "Our attitude is that every patient has a choice. We want people who come here to be able to say that they've had an excellent experience and that they would recommend Baylor to their family and friends."

By Deborah Paddison