Watch for content development in this area as our Network pioneers new pathways and applications in the mission-critical Customer Service arena. The Phantom Shoppers have been selected to provide objective feedback during one of their regularly scheduled outpatient appointments. They report to the Perception's Captain to pick up a form on which they list their observations. An example of the outcome of the program is the Patient Travel Lounge which is a room dedicated to the veterans waiting for transportation following their appointment. As a result, a room was located on the first floor for the express purpose of providing these veterans a pleasant waiting area.
Veterans have the opportunity to interact with others.
On occasion, they are provided refreshments and entertainment. It is staffed by a compensated work therapy or light duty person who provides restroom assistance and escort service. The central location allows for our contract transportation staff to pick up and drop off veterans in one location instead of having to travel through the hospital campus to deliver the patient to his appointment. We may more accurately determine when patients have been waiting a long time and intervene on their behalf. Patients who utilize the Patient Travel Lounge have expressed their appreciation for the facility, which they feel makes waiting time seem to pass more quickly.