Rx for Hospital Parking: Raise the Bar

Accessibility to healthcare services is the biggest concern of hospital parking professionals. Getting patrons to their appointments without parking stress is crucial. While maximizing operational efficiency through technological improvements is essential, parking professionals must also consider the effects on their customers as they consider implementation of new products. They can find the answer by examining companies such as Disney and Starbucks.

Ideally, patients and their families will be greeted with a smiling parking ambassador who is well prepared to educate them on the use of new equipment and provide directions to their hospital campus destinations. Customers will know they are valued because ambassadors have been trained to make each visit memorable. They are trained to know their customers, make them the priority for that moment, listen to what customers say, and be a valuable resource in handling parking issues quickly and sufficiently.

Unlike university campuses, where most customers are young and techno-savvy, hospitals have to plan for everything and everyone. Hospital patrons mirror the greater public and in creating a culture of care, parking professionals must consider all of their individual needs during every visit.

From the parking garage to the clinic appointment or visit, the customer should have a pleasant experience. Hospital parking professionals help with just that through the installation of way-finding systems, establishing cashiering stations, offering manned exit booths, and acting as parking ambassadors whose ultimate goal is to assist with the learning process.

Creating such an environment raises the bar for excellence in the parking experience. The parking professional knows that it takes the integration of both the human and technology factor to accomplish this. Has your operation raised its own bar? Comment below and share your story.

About Wanda Brown

Wanda Brown is assistant manager for Parking & Transportation Services
at the University of California Davis Health System. She is a member of the
IPI Board of Directors and the IPI Advisory Council, and co-chairs the IPI
Membership Committee.

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