At Your Service
Two New Reasons to Choose The Birthing Inn: Concierge, Renovated Lobby

Moms-to-be and visitors to The Ladies Board Birthing Inn at Inova Loudoun Hospital will soon meet a new member on staff — and she aims to please. That person is the Concierge, and she is part of the new concierge service program.

"Our goal is to care for the patient and family from the second they arrive, by exceeding their expectations," explains Cindy O'Hara, manager of OB community services.

The Concierge is committed to care for each patient and her family, remembering their physical, emotional, spiritual and personal needs, and celebrating their journeys. Among her duties:

• Greet patients/family and begin the registration
  process in the lobby.
  
• Identify visitors and provide a courtesy call to the new mom prior to visitors being escorted to the patient room.
  
• Provide directions to patient/family for classes, outpatient testing and lactation needs.
  
• Assist family with meal options — dine-in or carry out.
  
• Assist with directions/maps.
  
• Help Dad/support person with discharge.
  
• Assist with scheduling tours and classes at The Birthing Inn for Family Education by providing directions to the correct classroom for education.

A key part of the Concierge's role is
to provide up-to-date information
with the nurse assigned to the
patient "inside" the unit by being
a liaison between family members
and staff.

"Hourly, the Concierge person will
talk with each nurse and talk to
people in the lobby and give them
a progress report," O'Hara
explains. "Quality and safety has
always been our goal."

New Lobby

Accompanying the introduction of the concierge program is a newly renovated Birthing Inn lobby. There is a private registration area, new furniture and TV, along with a display case for gift shop amenities, bookshelves, coffee, vending machines, water and an area where children can play.
The Ladies Board of Inova Loudoun Hospital
donated $60,000 to make the program and renovation
of the lobby possible. Patient care is just expected to grow under the new program. Volunteers continue to provide tea and cookies to moms a couple days a week.
"It's about taking care of people," O'Hara says. "It's about treating people with care and respect."