& Queen Anne's Hospital
Opens New Lobby and Patient Registration Area
MD—March 31, 2003—The doors to the new main lobby and patient registration
area at Kent & Queen Anne’s Hospital opened to the public on March
17. Featuring a spacious, brightly lit waiting area and four private
patient registration stations, the opening of the lobby marks the
introduction of a number of new customer service enhancements which
are all part of the two-year, $7 million construction project. Kent
& Queen Anne’s Hospital is a member of Chester River Health System.
Among the patient registration enhancements is the introduction of
a new “Glowster” wireless messaging system. “We anticipate that this
new patient registration tool will significantly improve waiting room
congestion and create a comfortable, orderly waiting room environment,”
notes Bill Schaffner, director of patient financial services for Kent
& Queen Anne’s Hospital.
“The paging device is efficient and discreet making it a very effective
communication tool between the patient and registration staff,” Schaffner
The compact, palm-sized pager is similar to that used by numerous
hospitals and restaurants around the country. Patients are paged to
the registration desk by the vibration/flashing of the “Glowster.”
A constant “heartbeat” alert reassures the patient and staff that
the pager is functioning while they are waiting to be paged.
“By implementing this new paging system, we feel that we will definitely
improve customer service by providing patients and their families
with the flexibility and comfort to visit the chapel, courtyard, cafeteria
or gift shop without the anxiety of losing touch with the registration
“In addition with the pager we’ll be able to confidentially alert
waiting patients that we are ready to serve them without loud, indiscreet
announcements over the loudspeaker system,” Schaffner added.
Another enhancement that will be in place shortly is a 24-hour Automated
Teller Machine provided by Peoples Bank of Kent County.
In addition, patients are now able to pay their insurance co-payments
and hospital bills with cash, check, Master Card, Visa or Discover.
The new lobby features a large reception desk which is staffed from
7 a.m. to 9 p.m., seven days a week, an expanded waiting area, four
private patient registration stations, an emergency patient registration
desk and triage station, both of which will be open 24 hours a day,
seven days a week, and a separate emergency department waiting area.
Within the next few months a new larger gift shop will open with easy
access directly from the new main lobby.
For information about any of these services, please call 410-778-3300.