Security: A Catalyst for Positive Patient Experiences

With the wave of hospital mergers and consolidations, as well as private donations that underwrite the development of new wings and specialties, many hospitals are getting larger. When patients or visitors enters an expansive and unfamiliar hospital—usually in an unpleasant state—they are in much need of assistance. Enter the security officer, who is often the first and last person they see. 

A security officer’s primary duty is to protect people, property, information and reputation, while responding to emergencies throughout the hospital. Above and beyond handling security emergencies, security officers escort patients and visitors to their destination, help people in and out of their vehicles and serve as a resource—answering questions and providing directions.

Many security personnel are also posted in a hospital’s emergency department where they can evaluate the sentiments of patients and visitors. In a highly stressful environment emotions have the potential to escalate quickly. If an issues does arise, a security officer can immediately step in and calm people down. Whether it’s with a coffee, a blanket or simply a friendly ear, a security officer has the ability to deescalate a tense situation. This level of responsiveness demonstrates the facility’s concern for patients and visitors, and communicates a patient-centric culture; which is important to patient satisfaction.

Hospitals receive Medicare and Medicaid reimbursements partly based on results from the Hospital Consumer Assessment of Healthcare Providers and Systems survey. Patients rate their inpatient stay in multiple categories, including overall happiness. Security officers who are engaged, courteous and helpful can positively impact the survey results. 

Part of creating an outstanding hospital experience includes producing and maintaining a safe, secure and customer-friendly environment for patients, visitors and staff. Security officers can be trained to take on a customer service role. By combining customer service and security, visitors, patients and staff feel safe and engaged the moment they step through the front door. 

Learn more about the critical role of security officers in the healthcare environment in Healthcare Security Considerations: 5 Critical Considerations.

  About the Author
  Kenneth Bukowski is Vice President, Vertical Markets, Allied Universal.