A smile, an act of kindness and the helpful nature of our Concierge Team can set the tone for a positive experience while entering the doors at Stony Brook Medicine. Every day, our Concierge staff provides services and support while offering our visitors, patients and staff a friendly greeting as they assist in navigating those requiring assistance through the hospital’s hallways and units. Our Concierge staff possesses a myriad of skills to create a collaborative, supportive and flexible environment.
Led by Nicole Rossol, Chief Patient Experience Officer; Kathy Kress, Director of Concierge Services/Volunteers; Pia York and John Manzella, Concierge Supervisors, this team has the skills to support patient and visitor engagement, delivering an optimal experience while being greeted.
Although an “Information Desk” sign is visible at the front desk, Concierge leadership noted that the Concierge staff offers so much more. Whether they are walking someone to an elevator, facilitating visitation for a loved one, assisting with a wheelchair or helping patients and visitors to navigate the hospital, the staff actively endeavors to leave people with an overall positive experience. “We strive to provide a compassionate and caring approach.”
Going the extra mile for those in need during difficult times can make or break an experience. Our Concierge staff is trained and eager to provide these services as they exemplify Stony Brook Medicine’s iCare values of Integrity, Compassion, Accountability, Respect and Excellence. No request is too big or small to accommodate the needs of those whom we serve.
For those working on the Concierge Team, it is invigorating for them to establish relationships with many of our visitors, particularly for those who have very ill loved ones on our hospital units and regularly visit the information desk. Rose Annunziata noted that those visiting patients may be experiencing a high level of stress before they even enter the doors, so it is important to maintain a calm and pleasant tone to set individuals at ease. She enjoys interacting with visitors and patients to alleviate difficult situations that may arise during the visitation process.
Mark Bruno started his career in security and was seeking a change of pace at Stony Brook University Hospital. He enjoys working in the hospital environment, especially his interactions with visitors, and the ability to bring some kind of positivity to their day especially when they are under stress.
John Maass not only enjoys serving the public, but also enjoys working alongside his co-workers. He stated, “When a member of the team is experiencing difficulty with a visitor, the team members support each other and work together to address concerns.”
They are active listeners, liaisons, facilitators, de-escalators, communicators, problem solvers and advocates. They understand people are not always here under the best of circumstances and empathize with the individual’s illness, loss or suffering and strive to treat people the way they would want to be treated if they were in the individual’s situation.
Melisa Quallo shared appreciation toward the management team. Nancy Turrisi has been working at the hospital for more than 29 years and welcomes the changes that were implemented to provide a professional working environment for Concierge Services. “Our work is extremely important. The supervisors care about us as human beings, which makes a real difference in a job like this because we often feel the brunt of frustration as a first-line team. It is good to know that our team supports one another during challenging situations.”
Several staff members shared nothing but praise for the supervisors, work environment and culture of the division. They enjoy greeting all those who walk through our front door and provide the necessary services to assist families and patients.
James Williams began his career in Concierge Services in the hospital lobby in 2009. Before working as a concierge, he worked in the Linen Department, stocking machines and delivering linens. James reminisced about the location of the hospital lobby before the Major Modernization Project, when the traffic circle was once located where the Patient Advocacy Office and Patient Access Office currently exist.
The most challenging part about working in Concierge Services at the information desk is the unpredictability of circumstances that may occur and how to maintain a professional, calm and caring environment. Staff may encounter a lost visitor or someone who has just learned their loved one was seriously injured, and manages conversations when a visitor may be restricted from visitation. There are also beautiful moments the team engages in — a new baby leaving the hospital with their family, a patient being discharged after a critical situation, families being reconnected, and the faces of patients and families they get to know each and every day. The staff is trained to de-escalate frustration and anxiety, particularly as visitation services are navigated.
Besides de-escalation training, this team was one of the first to experience Compassionate Connected Care educational modules to support efforts to better communicate and connect with the public. It was noted that the team considers the hospital their home and stated “It’s a team. Teamwork.”
Recently, a Visitor Management System was implemented to better track our visitors and provide additional resources and tools to create a safer environment. This system, implemented through a multidisciplinary team, including those from Information Technology, Public Safety, Operations, Nursing and the Concierge Team, contributed toward the development and implementation of fundamental processes associated with visitation. This system fundamentally changed the workflow for those working at our front entrance to facilitate a more comprehensive approach to visitor management.
The team took the time to walk me through the process using the Visitor Management System. The ability to scan photo identification and link visitors with a particular color-coded destination unit, provides a safer and more secure workplace, helps to manage restricted visitors and supports public safety efforts.
Ashley Curtis shared that she started her career in the hospitality field, living in Manhattan. She worked for the Department of Health and participated at the vaccination PODs located at Stony Brook’s Research and Development site. She now enjoys being part of the Stony Brook Medicine team and expressed that she takes pride in helping our visitors and patients while they are going through a difficult experience and stressful time, feeling satisfied that she can lend support.
Pam Moriarty noted, “We hope to be remembered for being helpful and making someone’s hospital visit a positive experience.”
Another important function of this division is Volunteer Services, led by Kathy Kress. Kathy has been working with Volunteer Services for nearly 30 years and currently serves as the Director for Concierge Services and Volunteer Services. She is well respected and a familiar face among our volunteers of all ages, lending support and guidance through the process.
In the upcoming year, plans are underway to redesign Stony Brook University Hospital’s main lobby and Concierge Desk, providing an easier, safer and more efficient process upon building entry.
I would like to extend my personal thanks to the extraordinary Concierge Team for their dedication and commitment to our mission and values, with an emphasis on compassion and excellence. It is comforting to be greeted every morning, knowing that they are all contributing toward a positive patient and visitor experience.
Carol Gomes, MS, FACHE, CPHQ
Chief Executive Officer
Stony Brook University Hospital
