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Its been three years since Children's Hospital Bostons Ask Me! program launched, and these days, 200 bright-blue and day-glo green t-shirted volunteers are fixtures throughout the hospital. The program was developed by Greg Fredo, practice administrator in Adolescent Medicine, and Todd Katzman, department administrator for Surgery, who recognized that we could do a better job helping answer patient's questions when they first arrive.
"Its success is a reflection of our improved culture of exceptional customer service," says Fredo. "Many of us who work at Children's don't provide direct patient care, so this is a great opportunity to make a difference in the patients experiences," says Katzman.
Andrea Duggan, associate in Public Affairs, was one of the original Ask Me! volunteers and remains a dedicated participant. She remembers how, at first, she was just as confused at Children's maze-like hallways as the families, and once directed a patient looking for James Mandell, MD, president and CEO, to Mandell's office in the Wolbach building rather than to the Urology clinic where he sees patients. But she hasn't made that rookie mistake twice. "I can't do brain surgery, but I can show a family where the elevator is to get them upstairs," Duggan says. "This terrific program shows how we are all in this together and that we all care."
To become an Ask Me! volunteer, sign up in Net Learning. If you have questions, email Fredo or Katzman.
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