October 2, 1998 

Patients and visitors don't always know how to navigate around the many hallways and corridors of the hospital, and sometimes they aren't comfortable asking for help. Even though the MGH ambassadors and volunteers are available in key locations to direct patients to their destinations, they can't be everywhere at all times.

To address this issue, the MGH inaugurated the "May I Help You?" program this week to help patients and visitors comfortably find their way. The program is a collaboration of the MGH's Customer Service and Volunteer departments.

Senior leadership and selected employees have volunteered to initiate the pilot program by participating in training sessions and wearing the "May I Help You?" ribbon (right).

According to Diane Hanscom, MGH/MGPO senior project manager, it is hoped that the "May I Help You?" ribbons will encourage patients and visitors to ask questions and avoid unnecessary frustration. The extra training that these employees receive also will enable them to answer common questions and give directions more accurately. Hanscom emphasizes that employees do not have to be a part of the program to assist patients and visitors to their destinations. "All employees are encouraged to help people who look like they might be lost, but this program makes it easier for visitors to identify employees who can help them," says Hanscom. Once the initial pilot phase is completed, the program will expand to include other employees.

Patricia Rowell, director of Volunteer Services, says that the goal of this initiative is to enhance customer service at the hospital. "Our information ambassadors and volunteers look forward to having many extra partners assisting our patients, family members and visitors as they try to find their way to medical appointments and the bedsides of their loved ones," says Rowell.

For more information, call 4-0203 or 4-1754.