09 February 2015 David Boje Advances the Patient Experience to New Heights
The following story is proof Towne Park is more than just an individual parking a vehicle; we’re an exceptional group of people that go out of their way to make someone’s day special with every interaction!
Earlier this month, I spoke to a woman who visited the hospital with her husband. When she arrived at our location, she dropped the husband off at the Cancer Center, where we do not perform valet. After trying to find parking and thereby losing her husband, she forgot where she needed to go and pulled into the main entrance.
She was so frantic and distraught over her husband that she broke down into tears on the front drive, sitting in her vehicle. This is where Guest Service Coordinator David Boje comes in.
He noticed the woman and went over to help. Immediately, she poured her heart out to him. David could have just pointed her in the direction of the Cancer Center and gone on his way, but he stayed with her and told her that she was going to be OK, was loved and not alone in her situation. David then explained he would park her vehicle for her, and guided the woman to her husband. Once they found her husband, David explained the procedure to retrieve her car and told her to ask for him personally.
After David retrieved their vehicle later in the day, he offered the woman and her husband directions and asked if she would be OK to drive home or if we needed to call someone to pick them up. The woman told me that David turned her entire day around and showed her she and her husband were not alone. She also mentioned that she did not expect this kind of personalized emotional care from any hospital staff, let alone the valet!
It may not have been much in the grand scheme of things, but David’s interaction with this woman really eased the weight of her situation. This is not the first complement I have received about David and I am sure it will not be the last!
Submitted by Corbin Haughenberry, Iowa Health & Methodist West Account Manager