Patient Housing at ANMC update
August 25, 2017
Patient Housing at ANMC has been open for more than six months now, and our people are enjoying the new accommodations and the convenience it offers. Guest satisfaction for Patient Housing remains very positive, with our overall customer satisfaction at 91.1 percent based on the 1,202 surveys returned by our guests.
While ANMC has had patient accommodations on campus in the Quyana House for many years, the new Patient Housing facility was a great undertaking for ANMC, from building a large stand-alone accommodation facility connected to ANMC via sky bridge, to hiring additional staff and managing logistics for additional shuttle routes.
“We have been very pleased by our guests’ reception of new Patient Housing, both the facility itself and the services provided,” said Phil Degnan, General Manager for Patient Housing at ANMC. “I think it has exceeded everyone’s expectations.”
As more than 60 percent of ANMC’s patients travel from outside the Anchorage area for care, it is integral for their journey to healing that they have a comfortable and safe place to stay while receiving care.
Our Patient Housing and Customer Experience staff are taking patient feedback seriously and working to make improvements in response to the feedback they receive. Two recent Patient Housing improvements are the recent installation of antibacterial, non-slip bath mats in the showers and new bed frames in all patient rooms. These improvements were made based on patient feedback on safety and comfort.
A recent Customer Experience improvement is the addition of a housing representative on the airport shuttle route from the airport to the Alaska Native Health Campus, Monday through Thursday, to assist our people in navigating to their lodging location, whether it be at Patient Housing, Quyana House or an off-campus property.
“This is just one way we are able to ease the burden of travel for our patients and guests upon their arrival to Anchorage and ANMC,” said Allison Knox, Vice President of Customer Experience.
Additionally, in response to feedback from the ANTHC Alaska Native Elder Health Advisory Council, a priority Elder check-in line has been implemented at the Patient Housing front desk during our busiest periods. We have a large banner directing Elders to a specific check-in terminal and a desk-mounted plaque identifying the space. This will allow Elders to receive an expedited check-in experience during busy check-in periods due to simultaneous flight arrivals.
We are pleased our patients are enjoying the new Patient Housing facility and the amenities provided. Our teams will keep listening to patient and guest feedback to make our guests’ stays positive and comfortable. Our teams take patient feedback very seriously and work hard to make needed adjustments. If you have any feedback regarding Patient Housing, please contact Athena Midvag at (907) 729-5641.