The guide: ‘Like hotels, we look after guests, albeit ill ones’
Nazneen Khan’s job is to put patients at ease the moment they walk into Max Super Speciality Hospital in Saket. Sporting a ‘May I help you?’ badge and a smile, she and each member of her team have to be a “friend, mentor and guide” to all patients and their families as they navigate the endless corridors that make up a modern hospital.
“Patient-care is not just about the patient anymore, how we treat the family is equally important. There is no difference between a hotel and a hospital, we just look after sick guests,” said Khan.
The skills taught in the hospitality industry come very handy here, which is why many people from the hotel industry now form part of the core, functional team. “We are told that those who visit hospitals don’t come by choice and are not in the best state of mind. Our focus is to make things as smooth as possible for them and their families,” says Khan, who is also trained in basic life support and fire safety measures.
The stress of seeing a loved one in distress and pain make even the most even-tempered of people irritable. “The hospital
experience should be as hassle-free as possible. Since we are the first point-of-contact between the patients and the doctors and the hospital, the impression we create often sets the tone for the whole experience,” she said.
With footfalls ranging between 500 and 1,000 on any given day, Khan spends a lot of time on her feet. “Someone from the team is accessible at any point of time during the day and night. We have members not only in the reception area but also all across the hospital. Whatever the need, we are there to address them,” she says.