Case Study
Advocate Illinois Masonic Medical Center
We noticed an increase in patient satisfaction, throughput and flexibility in staffing. The valet team also won the Mission, Values, Philosophy (MVP) award at Advocate Illinois Masonic.
Overview
Advocate Illinois Masonic Medical Center is a comprehensive teaching hospital, with a Level I Trauma Center and Level III Perinatal Center, serving the needs of the diverse communities of Chicago. Opened more than 100 years ago, Illinois Masonic is one of the region’s leading providers of health services. With 408-licensed beds, nearly 18,000 inpatients, more than 152,000 outpatients and 41,000 emergency patients are served annually. Administration came to FC Health unhappy with service levels from their valet provider. Undergoing construction projects, parking was running short on campus. They were also struggling to control operating expenses associated with their parking garage operations.
Solutions
Service: FC created a 90-day action plan for service improvement which included our healthcare specific service and safety training for the existing valet team. We implemented remote vehicle request technology to reduce wait times.
Parking Space: We moved employees to an off-site parking garage and began providing a shuttle service to make the transition easier on employees.
Finance: Increase parking rates. Automate office processes and consolidate leadership and oversight duties with valet operations to reduce operating expenses.
Results
Service: We measured our service delivery through both internal and third party secret shopper programs and improved scores by 40%. Guests began texting for their vehicles, hospital departments requested from an easy to use web portal
Parking Space: ample space was opened in the paid garages, appeasing patients and guests wishing to self-park while increasing in garage revenue.
Finance: We reduced the cost of valet services by 10%, increased parking garage revenue by 12%, decreased operating expenses by 28%.