Monongahela Valley Hospital is passionate about and dedicated to patient satisfaction and customer service. That is why services are rapidly expanding to provide not just a positive experience but a memorable one as well for patients and guests.

A Concierge service, a restaurant style menu, free wireless internet service, a free daily newspaper delivered with a meal, and Room Service beginning in early 2007. Sounds like the services of a four-star resort, yet these are the new customer service initiatives MVH is undertaking to provide the best experience for its patients, their families and guests.

The new customer service initiatives are geared toward the patient’s comfort and providing the best hospital stay possible. The Concierge concept was instituted at the hospital to expand current customer service offerings. It is an innovative approach to MVH’s commitment to patient-focused care.

Concierge services include providing information on hotels/motels, restaurants, public transportation and churches. The Concierge can also recommend vendors for service like, automotive repair, shopping, dry cleaning, notary, hair styling, pet sitting, lawn care and many other requests. Any fees for service from the vendor and set up by the Concierge will be the patient’s or family member’s responsibility.

A visit to the hospital or doctor can be stressful and time-consuming for everyone involved. MVH wants to help alleviate stress for patients and their families by having information readily available.

On the forefront of today’s ever-changing world of technology, MVH welcomes patients and guests to utilize its free wireless internet access. Patients can now use their own laptop computers in their rooms. Guest computers in the 7 East Family Room and the Critical Care waiting area on the 3rd floor have internet access. Guests can stay in touch with work or send e-mails to friends and relatives.

Another customer service initiative is the new restaurant style menu for patients. The menu developed by the MVH Nutrition and Food Service Department gives a plentiful assortment of meal choices. In fact, the choices per meal have quadrupled with the new menu. The heart symbol on the menu indicates items that are heart healthy and carbohydrates are listed beside carb-friendly foods. As a guide for the patient, there is a suggested carbohydrate servings per meal chart on the menu.

In addition to the restaurant style menu, a MVH nutrition assistant will visit each patient daily to obtain the patient’s meal selection. The nutrition assistant will utilize the patient’s physician ordered diet prescription to guide the patient in his/her choices. Diet appropriate alternatives also will be available upon the patient’s request.

The new menu is a precursor to the 2007 classic hotel style Room Service for patients. Like the luxury of a superior hotel, MVH ‘s hospital rooms in 2007 will become equipped with Room Service menus from which patients may order meals at convenient times. If a patient wants lunch early, he or she can order it for delivery at 10:45 am. If they are hungry for a snack, they will be able to request whatever they want, when they want it ? provided it falls in their physician’s prescribed diet. The patient simply calls in the order in advance or for delivery within one hour.

The Room Service option gives patients the opportunity to eat what they like most, at the times when they are hungry. Medical experts note that when people have access to foods they prefer, they tend to eat better – and eating well usually has a positive effect on recovery. This also means there will be minimal waste of food because patients are in control of ordering from a variety of foods.

Another MVH initiative that recently began, is a free daily newspaper delivered to patients upon request. The Valley Independent is delivered with dinner each weeknight and at breakfast Saturday mornings. The Washington-Observer Reporter is delivered on Sunday morning. These papers are being provided through a partnership between local companies, the newspapers and MVH.

MVH is committed to meeting the needs of everyone who utilizes the hospital’s services and strives to provide quality care as well as comfort and convenience to family members and guests. MVH will continue to implement new customer service initiatives throughout the year and on an ongoing basis to strengthen the relationship with the community it serves and to provide an exceptional experience for each patient and guest.